If face verification keeps popping up and asking you to retake the photo, do not blame the system right away. In most cases, your phone's camera permission is not enabled, the lighting is poor, or too many retries have placed you in a cooling-off period.
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Find the specific reason why face verification keeps failing by checking three areas: device, environment, and account status.
Step 1: Check whether camera permission is enabled
This is the most common and easily missed issue. The OKX app needs both camera and storage access to complete face recognition.
What to do: Open your phone's Settings → App permissions → find OKX → make sure both "Camera" and "Storage" permissions are enabled.
Done when: Both toggles are green or turned on in the permission list.
Step 2: Check lighting and face coverings
OKX officially recommends doing this indoors with soft lighting. Avoid strong outdoor light, backlight, or light interference.
What to do: Remove hats, sunglasses, and regular glasses. Make sure your full face is visible with no shadows. Do not operate under backlight or direct strong light.
Done when: In the front camera preview, your facial features are clearly visible, there are no large shadows, and the background lighting is even.
Step 3: Check the app version and network environment
Older versions have a noticeably lower face recognition success rate than new versions.
What to do: Download the latest app from the official website. Do not use the Google Play version, as it may have compatibility issues. Switch your network, for example from Wi-Fi to 4G/5G, and try again.
Done when: The app version matches the latest version on the official website, and loading speed is normal after switching networks.
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Step 4: Check whether you triggered the attempt limit
If you have already failed many times, the system may temporarily lock the face verification entry.
What to do: OKX officially says to wait 2 hours and try again. Do not keep forcing attempts during the lockout period, because that will only extend it.
Done when: After waiting 2 hours, open the face verification page again and you can enter the photo process normally.
High risk: After face verification fails, your account may be judged as having mismatched identity information. Do not try to re-verify with someone else's documents or different documents of your own. OKX strictly prohibits changing the real-person verification information. If restrictions are triggered this way, the account may be permanently locked and cannot be unlocked.
Done when: In a well-lit indoor environment, open the face verification page in the OKX app, enter the photo process smoothly, and receive a "verification successful" message. If you triggered a lockout earlier, wait 2 hours before entering the verification page again.
If the above steps still do not work, contact human customer support through the OKX app Help Center, or use your registered email to send your ID photo to
