If you received a notice saying you need to reconfirm your information, it does not mean there is something wrong with your account. It is usually because the system triggered a random audit or your document has just expired. The entry has not changed. You still go to the personal profile page to update it. You do not need to contact customer service for manual help.
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Step 1: First check your account status and find the entry
Whether you are using the app or the website, the entry is still in the Identity Verification or Personal Information section. It will not be moved somewhere else. If the system asks you to update, there is usually a clear banner or red dot reminder at the top of the verification page. Tap it and you will see the specific items that need to be supplemented.
- Path guide: Open OKX, tap the profile icon in the bottom right corner or the avatar in the top left corner, enter the Personal Center, and find Identity Verification or Information Maintenance. If the notice includes words like "resubmit" or "update document", simply follow the process.
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Step 2: Take out your documents and check these three key items
A review request usually means the system needs to confirm that your information is still valid, not that your documents are fake. Check these three things first:
- Document validity period: If your ID card or passport has expired, the system will block the process. You must upload the front and back of a new document.
- Proof of address: A recent utility bill or bank statement. The address must exactly match the one you entered in the system.
- Facial image and liveness check: This part usually requires a new photo. Find a place with good lighting, and do not wear a hat or glasses to avoid reflection that may cause recognition failure.
Risk reminder: If you receive a "review link" from a third party or by email, do not click it. Go directly to the official app. Official updates will not guide you through private messages to submit sensitive information on external websites.
How to check after completing the operation: After you submit the information, the status will change to "Under review". When the page shows "Verified" or "Lv.2" again and the functions return to normal, the update is complete. If there is no feedback after more than 3 working days, contact online customer service to confirm the status.
