Your ticket status shows "reply needed" but you can't find where to submit documents — this is where things often get stuck. The reason is simple: replies and additional materials for a ticket can only be done through the original ticket's internal entry. You can't just reply by email, and you can't start a new request on another page.
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Also, document submission usually has a deadline. If you miss it, account restrictions may be extended or even suspended until the required information is received.
Step 1: Check whether your ticket was submitted while logged in or as a guest
Different submission methods have completely different ways to view and reply to tickets. First, figure out which one applies to you.
Case A: Ticket submitted while logged in
This is the most common situation. After the ticket is updated, you will receive an in-app push notification and an email alert, but the email is only a reminder. The actual reply must be done on the ticket page.
Entry:
App: Open the app, tap the grid icon in the top left corner of the homepage → Get Help → View Your Support Tickets. You can see all open and closed tickets. Select the relevant ticket, type your reply in the text box at the bottom, and tap "Send".
Web: After logging in, click the question mark icon in the top right corner → My Support Tickets. Select the relevant ticket, type your reply, and click "Submit".
Completion standard: You can find the "reply box" or "upload attachment" entry on the ticket details page, rather than looking for it in your email.
Case B: Ticket submitted without logging in (guest mode)
If you submitted a ticket without logging in, the reply path is different. The email you received will contain a unique link. You must click that link to access the ticket details and reply. If you reply directly to the email, customer service will not receive it.
Steps:
Check your inbox and find the email notification from OKX customer service.
Click the ticket link in the email, usually shown as "Your support ticket has been updated".
After verifying your email, the page will automatically redirect to the ticket details page, where you will find a reply box and an attachment upload entry at the bottom.
Completion standard: You successfully opened the ticket details page through the link in the email and can see the reply box.
Step 2: Where to upload if additional documents are required
If customer service asks for additional materials, the submission entry is in the reply box on the ticket details page. On the app, there is usually a "+" or attachment icon next to the input box. Tap it to upload screenshots, PDFs, and other files. On the web, look for an "Upload attachment" or "Add file" button below or near the text box.
Key reminder: Keep discussing the same issue in the original ticket. Do not create a new ticket. Creating a new ticket will prevent customer service from seeing the previous conversation history and will actually slow down the process.
Completion standard: You have successfully uploaded the required documents in the original ticket and sent a reply. The page shows "Sent" or "Submitted".
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Step 3: If you still can't find the entry, use the smart assistant
Entry: On the app's Get Help or Help Center page, find the Online Chat or smart assistant entry. Type "human agent" or "ticket status" and let the assistant help you check your ticket progress and document submission status.
Completion standard: Customer service confirms your current ticket status and clearly tells you whether additional documents are needed and how to submit them.
How to verify the operation is complete: After submitting the documents, watch for ticket status updates. If the status changes from "Pending" to "Under review" or "Completed", it means your documents have been received. If there is no update after 48 hours, contact customer service and provide your ticket number.
Next step: Before your ticket is fully resolved, organize important screenshots, transaction hashes, and other materials in advance in your phone's photo album or a computer folder. That way, when customer service asks for something, you can send it right away without searching for it.
