When you switch to a new phone, your OKX passkey stops working because the passkey is stored in your old device's system keychain. The new device doesn't have it, so it simply can't be used.
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The solution is not to ask customer support to unlock it — you need to go through the "reset passkey" process. The steps below assume you still have at least one other verification method available, which covers the most common situation.
Step 1: Skip passkey verification during login or transaction
[What to do]: When the system prompts you to verify your passkey, don't get stuck there. Find the "Cannot use" or "Other methods" option.
[How to do it]: During app login or withdrawal verification, a pop-up will ask you to "Use passkey." Tap Cancel or the [×] icon on the pop-up, then select [Cannot use passkey] or [Use another verification method].
[Completion criteria]: You are in the "password + another 2FA (phone/email/Google Authenticator)" verification flow instead of being stuck on the passkey pop-up.
Step 2: Log in with a backup verification method and go to passkey management
[What to do]: After logging into your account, find the passkey management section and start the reset.
[How to do it]: After logging into the OKX App, tap the [All Features] icon in the top left corner → [Profile and Settings] → [Security settings] → [Passkey].
[Completion criteria]: You see the list of currently bound passkeys.
Step 3: Reset the passkey
[What to do]: In the passkey list, select "Reset." The system will ask you to confirm your identity using currently available verification methods, then generate a new passkey.
[How to do it]: In the passkey list, tap the [...] or [Common functions] icon next to the passkey you want to reset and select [Reset passkey]. Follow the prompts to complete identity verification, email verification, and facial recognition. Once verified, the system will have you re-create the passkey on your current device (fingerprint or Face ID).
[Completion criteria]: A new passkey record appears in the list, with a creation time matching your reset time.
High risk: After resetting the passkey, OKX will trigger a 24-hour withdrawal and C2C selling restriction. This is a platform security mechanism, not a bug, and it cannot be sped up. If you need to withdraw urgently, this path won't work.
Step 4: Bind a second device (optional but recommended)
[What to do]: If you have multiple devices, it's a good idea to bind multiple passkeys so that a problem with one device doesn't lock you out of your account.
[How to do it]: On the passkey management page, tap [Add passkey], select [Other device], use your old device (or another logged-in device) to scan the QR code and authorize, then complete fingerprint/Face ID binding on the new device.
[Completion criteria]: You have at least two records in the passkey list.
Common failure reasons
Deleting the only bound passkey directly: If you only have one passkey, the delete button is unavailable — you can only reset it.
Uninstalling and reinstalling the app on Android: Due to Android security mechanisms, reinstalling the app clears previously bound passkey data, making the old passkey invalid. When updating, install over the existing app instead of uninstalling first.
Verification after completion
After a successful reset, log out of the OKX App, log in again, and try to verify the passkey using your new phone's fingerprint or Face ID. Confirm that it works. Then go to [Security settings] → [Passkey] to verify that the new record has been created.
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Next steps
There is a 24-hour restriction after the reset. Do not attempt large withdrawals or selling activities during this time — they will be blocked. If the restriction remains after 24 hours, contact OKX customer support to confirm the reset is complete. Verification channel: OKX App [Security settings] → [Passkey] list.
