If your OKX account restriction is not being lifted, it's usually not the platform stalling. You may have not submitted all required documents, or the review is still in progress and you haven't found the status update page. Don't wait passively; use the steps below to check.
Step 1: Check Notifications – Make Sure You Haven't Missed a Document Request
Check if the platform has sent you a request for additional documents that you might have missed. Open your registered email inbox and spam folder, search for "OKX". Also, open the OKX App and look for any red banner or pop-up on the home screen. If the platform needs more documents, it will notify you through both channels. Goal: Make sure there are no unread document requests in your email or app.
Risk reminder: If you don't respond to any request before the deadline, your account restriction may be extended or your account suspended until the required information is received.
Step 2: Check If a 24-Hour Restriction Was Triggered by Security Changes
See if the restriction is because you recently changed your password, phone number, or email, triggering a 24-hour lock. Think back: In the last 24 hours, did you change any security settings in the user center? This includes login password, linked phone number or email, Passkey, or authenticator. After such changes, the account automatically restricts withdrawals and P2P selling for 24 hours, then lifts automatically. Goal: If this is the case, just wait 24 hours and do not re-submit documents.
Step 3: Check Support Ticket Center for Review Status – Don't Just Watch Your Email
Find out exactly where your review stands. Log in to the OKX App or website, go to the Help Center or Ticket Center. If you submitted documents, the platform will update the status in the ticket center after evaluation, not just by email. Goal: You can see your case status and estimated processing time in the ticket center.
Handling Unusual Situations
No update after 48 hours: If you submitted documents over 48 hours ago and have not received any update, contact OKX customer service with your ticket number to check progress.
Account page shows additional verification failed or needs re-selection: If the additional verification info you submitted doesn't meet requirements, the system will tell you how to re-submit. For high-risk users who chose the wrong item when providing source of funds, go back to the additional verification section and click "Update Now" to re-select.
Common Reasons for Review Failure
The most common reason is only checking email and ignoring in-app to-do notifications, or submitting unclear documents with mismatched information. Especially, blurry or expired ID photos, or proof of address (utility bill) not issued within the last 3 months, will be rejected.
Follow-Up Actions
If you have confirmed that there are no document requests in email or app, and the ticket center has no update, contact OKX 24/7 live chat in the OKX App with your ticket number and request a follow-up. If the restriction is due to a P2P trade where the counterparty overpaid or sent the wrong coin, you need to negotiate with them or contact customer service; the restriction will only be lifted after the dispute is resolved. Review time depends on the reason for restriction and the complexity of the case. Do not repeatedly submit the same documents, as this may reset your place in the processing queue.
