Common Issues for Individual Users Opening an OKX Account
When opening an OKX account for personal use, the most common problems occur in two stages: not receiving verification codes during registration, and repeated failures of identity verification after registration. If you can't get past these two hurdles, your account will remain in a "half-finished" state where you cannot deposit funds or buy cryptocurrencies.
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Below, we break down common problems and solutions in two stages: registration and identity verification.
1. Registration Stage: Not receiving verification codes via mobile and email
During registration, you must bind both your phone number and email, and each will receive a verification code; both are required. Failing to receive a code is where most newcomers get stuck.
Scenario A: Not receiving SMS verification code
Check phone number format: Ensure you selected the correct country/region and area code. In some countries, you may need to remove the leading "0" from your phone number when registering.
Check your mobile device: Not restarting your phone for a long time may affect signal reception; try rebooting. Also check if your SMS inbox is full or if any SMS blocking apps are enabled.
Try alternative methods: In the app, tap "Didn't receive the code?" and you can choose a voice call verification code (the system will call and read out the code) or receive the code via WhatsApp or Telegram.
Note sending frequency limits: If the page shows that SMS sending failed, you need to wait 2 hours before trying again.
Scenario B: Not receiving email verification code
- Check your spam/junk folder; the verification email may have been incorrectly flagged as spam.
- It is recommended to add the OKX sending domain (e.g.,
This email address is being protected from spambots. You need JavaScript enabled to view it. ) to your email whitelist, then wait 10 minutes and resend. - If the page shows sending failed, wait 1 hour before trying again.
Completion standard: Successfully receive the 6-digit verification codes on both your phone and email, and pass the verification.
2. Identity Verification Stage: The Most Common Rejection Reasons
After registration, you must complete identity verification (KYC); otherwise, your account cannot buy/sell coins, deposit, or withdraw. This stage has the highest failure rate. Here are the key reasons:
1. Rejection due to document issues
Identity information already in use: One identity document can only verify one account. If the document has been used for a previous registration, it will be rejected.
Expired document: The document must be valid for more than 60 days, otherwise the system will directly reject it.
Poor photo quality: Blurry, cropped, reflective, missing corners, screenshots of documents, or Photoshopped images will all be rejected by the system.
2. Face Recognition Issues
Liveness detection failed: Dark lighting, face obstructions, or shaking can all cause failure. It is recommended to be in a bright environment, remove hats and sunglasses, face the camera directly, and follow the prompts.
Locked after multiple failures: If face recognition fails repeatedly, you'll need to contact customer support to reset the attempt count.
3. Information Mismatch
The name, date of birth, or ID number you entered does not match the information on your document, or the uploaded photo is blurry. The system will deem this a mismatch.
4. Age or Region Restrictions
Users must be at least 18 years old.
If your country of residence is in a restricted region, you cannot register. Eligibility is determined by residence, not nationality.
Prerequisites
A phone number and email address in your own name that can receive international SMS and emails normally.
A valid identity document (national ID card or passport).
If using the app, ensure camera permission is enabled and the app is updated to the latest version.
Summary of Common Failure Reasons
Phone number format error: Common for overseas numbers—adding a leading "0" or selecting the wrong country code.
Document photo "good enough" approach: Glare, blur, or cropping of documents are all non-compliant materials.
Didn't check spam folder: Email verification codes are often mistakenly blocked.
Risk Reminders
Identity information cannot be changed: One identity document can only be linked to one account, and cannot be replaced or removed after verification.
24-hour restriction after changing phone/email: After modifying your bound information, you cannot withdraw or sell coins via P2P for 24 hours.
AI-processed documents will be rejected: Do not use Photoshop, screenshots, or photos of photos. Take a photo of the original document directly.
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FAQ
Q: If I forgot to enter a referral code during registration, can I add it later? A: No. The referral code must be entered before the account is created. Once registration is completed, it cannot be added.
Q: Is my account useless after KYC failure? A: No. The vast majority of failed verifications can be resubmitted. Identify what kind of issue you have (unclear documents, information mismatch, etc.), correct it, and re-initiate the verification. If you are locked out after multiple failures, you can contact customer service for manual assistance.
Final confirmation step: Open the OKX app, go to [User Center] – [Identity Verification] page, and check if the status is "Verified" or "Approved". If it is still "Under Review", just wait (results typically come within 24 hours). If rejected, the page will show the reason. Compare with the list above and resubmit after correcting. After verification is approved, remember to go to [Security Center] and enable Google Authenticator and anti-phishing code to add two extra layers of security to your account.
