If your ticket has been silent for several days, it is understandable to feel a bit anxious. The issue is most likely not that it was forgotten, but that it is stuck at the document stage and the system is waiting for you to add something. Here is exactly where to go and how to submit it.
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Step 1: First find the "supplement entry" — the ticket details page
Do not reply repeatedly in emails. Email notifications are only reminders and cannot be used as a direct reply channel. To actually add documents, you need to go back to the ticket itself.
[What to do]: Find your ticket in the App or on the web version and check whether there is a "supplement" or "reply" entry.
[How to do it]:
App: Tap the nine-dot grid in the top left corner → Get Help → My Support Tickets, find the ticket, and open it.
Web: Log in to the official website, click the question mark in the top right corner → My Support Tickets, and open it.
[Completion standard]: You can see the ticket details page with a text box or an "upload attachment" button at the bottom.
Step 2: Submit the type of documents requested by support, do not upload random files
A stalled ticket usually means support is waiting for one of these three types of materials:
Identity verification materials: A photo of you holding your ID card (face and ID information clearly visible without obstruction) and identity proof documents.
Transaction proof: The on-chain hash of a certain transfer, deposit record screenshots, or bank statements.
Supplementary explanation: Support may have sent a questionnaire or explanation form for you to fill out and upload.
High-risk reminder: In the account restriction handling process, OKX official clearly states that if there is still no update 48 hours after submitting materials, you should proactively contact support and provide your ticket number to follow up. If you do not follow up after this time, the ticket may be automatically closed by the system.
[How to do it]: After preparing the materials, directly paste the content into the reply box at the bottom of the ticket details page, or tap the "attachment" icon to upload files (screenshots/PDF), then click "Send" or "Submit".
[Completion standard]: The page shows "sent successfully" and the ticket status returns to "in progress".
Step 3: If you really cannot find the entry — use the direct support channel
If you cannot find the upload entry on the ticket details page, or the page shows it has been closed, do not submit a new ticket repeatedly, as that will reset your place in the queue. Instead, go directly to live chat support.
[How to do it]: In the App, tap Get Help → Live Chat in the bottom right corner, then say "My ticket needs additional documents, but I cannot find the upload entry". Support will verify the status and guide you through the process.
[Completion standard]: Support confirms they have received your supplement request and tells you the follow-up processing time.
FAQ
Q: How long does a ticket actually take?A: After submitting all materials, review time depends on case complexity. Normally it takes 1–5 business days. If there is no update after more than 48 hours, follow up using the steps above.
Q: Can I submit a new ticket for the same issue?A: Absolutely not. Continue discussing in the original ticket and do not create a new one. Splitting the same issue into multiple tickets makes it harder for support to see the full context and lowers processing efficiency.
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Next step
Open the OKX App now and go to My Support Tickets to find that ticket. If there is an input box and attachment button at the bottom, submit the additional documents directly. If you cannot find the entry, tap Live Chat and provide your ticket number so support can check the status for you. Do not reply repeatedly in emails — email is only a reminder. To actually submit additional documents, you must go back to the ticket page and operate from there.
