What to Do When OKX Says Your Identity Information Is Already in Use?
This prompt means your ID number has already been linked to another account in the OKX system. According to platform rules, one set of identity documents can only verify one account and cannot be reused. The resolution depends on whether that old account belongs to you.
1. First, find out which account is using your identity
Goal: Log in to your current new account, go to the identity verification page, and let the system help you identify the old account that is occupying your identity information.
Steps:
Open the OKX App and log in to the new account you are registering or verifying.
Tap the profile icon at the top left of the home screen → [Profile and Settings] → [Profile] → [Identity Verification] → [Verify Now].
Enter your name and ID number, then submit.
The system will show "This ID has already been verified by another account" and display a "View verified account" button.
Tap that button, complete the face recognition check. Once verified, the system will show the account using your identity information.
When it's done: You see the account details that are using your identity, and you can confirm whether it's your own old account or someone else's.
Note: If that account was registered by someone you don't know who misused your identity, do not proceed with the migration process; contact OKX customer support directly.
2. Scenario A: The old account is yours – perform account migration
Goal: Migrate the phone number and email from your new account to the already identity-verified old account, then close the new account.
Steps:
After confirming the old account is yours, click [This is my account].
Select [Verified account cannot log in] → tap [Next] twice to enter the email/phone number migration page.
Critical step: Tick the confirmation checkbox and tap [Continue]. The system will ask you to upload personal information (such as ID photos, video verification, etc.) to confirm you are the account holder.
Enter the verification code sent to your new email/phone number, confirm the information to be migrated, and complete the process.
After migration, your old account (the identity-verified one) will be bound to the new phone number and email, and the new account will be closed.
When it's done: The migration process is complete, the old account now has your new phone number and email, and you can log in and use it normally.
Prerequisites:
You must withdraw all assets from the new account before migration and cancel all open orders. Once the migration finishes, the new account will be permanently closed, and assets are not transferred automatically.
The occupied old account must not be frozen or restricted. If frozen, it needs to be unfrozen before migration.
The old account must already be identity-verified for the migration to work. The new account should remain unverified before migration.
3. Scenario B: The old account is not yours – contact support
Goal: If the system shows an old account that doesn't belong to you, it means your identity may have been used by someone else. Contact OKX customer support.
Steps:
On the identity verification page, when the system shows the old account details, do not click "This is my account".
Contact official OKX support directly:
In-App: Profile icon at top left → Account Settings → Help Center → Online Chat
Scroll to the bottom of the Help Center page and tap "Online Chat" to reach a live agent
Send an email to
This email address is being protected from spambots. You need JavaScript enabled to view it.
When submitting, have ready: registered phone number or email, a photo of your ID, and a screenshot of the verification failure prompt.
Explain that your identity information is being used by someone else; the support team will guide you to submit proof and verify your identity.
When it's done: You have successfully submitted a ticket and received a ticket number, and the support team has accepted your case.
Common reasons for failure:
Not clearing the new account's assets before migration: Once the new account is closed, the assets inside cannot be automatically moved, and recovery afterwards is very difficult.
The old identity-verified account is frozen or restricted: In this situation, migration is impossible; you must unfreeze it first.
Face recognition fails: The system needs to confirm you are the identity holder. If face verification does not pass, you need to send a screen recording of the operation using the bound email to
This email address is being protected from spambots. You need JavaScript enabled to view it. to request a manual review.
Risk reminders:
One person, one identity, one account: The platform explicitly forbids multiple accounts per identity. Even if you use migration to link the new account to the old one, only one account will remain; the other will be closed.
Registering with someone else's ID will lead to a permanent ban: Using another person's identity to register and verify is against the platform agreement. Once discovered, the account will be permanently restricted with no appeal.
Invitation relationships do not transfer after migration: The new account's invitation relationships will not be moved to the old account when it is closed.
Phone numbers/emails cannot be migrated multiple times: After migration, the new binding combination cannot be migrated again.
How to confirm you performed the operation correctly?
If you followed the migration process: Log in to the old account and check whether the phone number and email have been updated to your new contact details. The account should function normally – that means it's complete.
If you followed the support route: Check the ticket system to see that the status is "Processing" and that support has replied confirming they received your materials. Customer support usually responds within 24 hours; if they take longer, you may proactively follow up.
