The short answer: if a self-service tool can fix your problem, that is fastest—you can get an answer in seconds. But if the issue involves your account or funds, do not hesitate: contact online support directly.
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OKX self-service and human support are complementary, not replacements. Using the right option can save you a lot of time.
What Self-Service Tools Can and Cannot Do
OKX self-service includes three parts: the Help Center (FAQ), self-service tools, and the smart chatbot.
What they can solve:
Changing or unbinding phone number, email, or Google Authenticator
Standard process for resetting login password
Checking deposit and withdrawal processes, KYC verification steps, and minimum deposit amounts
Guides such as choosing the right deposit/withdrawal network
Common account and security settings questions
What they cannot solve:
Deposits not credited, abnormal trades, restricted accounts, or large funds stuck—these require a human to check the specific order status and account details in the backend.
When to Contact Online Support and How to Find It
Cases that need a human: deposit not credited after more than 30 minutes, large withdrawal protection triggered, account locked or restricted, or need to submit a formal appeal.
How to find it (app): Profile icon in top-left → [Help Center] → [Chat with smart support]. Type "human support" to trigger transfer. During peak hours you may wait in queue; you can tap [Submit a request] to send your issue first.
How to find it (website): Find the "online support" floating window in the bottom-right corner.
Response time: Online chat usually connects within 2–5 minutes. Email or ticket replies generally happen within 1 business day, and complex issues usually take 1–3 business days.
About Tickets and Complaint Process
If online support cannot solve your issue, or you need a formal appeal, submit a ticket. Ticket replies are slower than live chat—the goal is reply within 1 business day, but complex issues may take longer.
If you are still not satisfied with the final result, OKX has an official complaint process (for users in certain regions). You can submit through the online complaint form or email.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
How to Verify After Completing the Process
Try this order: first search keywords in the Help Center. If you do not find an answer, then contact online support and request a human. When describing the issue, prepare UID, issue screenshots, and transaction hash (TxID). Explain everything clearly at once so support can handle it faster.
