If the verification process is stuck on the task page and keeps loading, it usually means some detail does not meet the system requirements. It is not necessarily a platform failure.
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Do not keep tapping submit. Go through the steps below to check each part and you will likely find the problem.
Step 1: Confirm the environment is fine
[What to do]: Rule out network and app issues that cause uploads to get stuck.
[How to do it]:
Switch network: If you are using Wi-Fi, turn it off and switch to mobile data. Do the opposite if you are already on mobile data. An unstable network is one of the most common reasons verification gets stuck.
Check the app version: Open the app store and see if OKX is up to date. Older versions may have compatibility issues that cause pages to freeze or uploads to fail.
Restart the app: Fully close the app and reopen it to clear temporary cache. If that does not help, try clearing the app cache in your phone settings: Settings → App Management → OKX → Clear Cache.
[Completion standard]: The network and app environment are confirmed to be normal, then re-enter the verification page.
Step 2: Check whether the submitted documents meet the standards
Poor document quality is the main reason verification gets stuck.
[What to do]: Check your ID and proof of address against the official requirements.
[How to do it]:
ID photo: Make sure it is a photo of the original document, not a scan or screenshot. All four corners should be fully visible, the text should be clear and not blurry, and there should be no glare or obstruction.
ID validity: The document must be valid for at least 60 more days. Expired documents will be rejected directly.
Proof of address: The name and address on the bank statement or utility bill must be yours, and the document must have been issued within the last 3 months.
Face recognition: Find an indoor environment with even lighting. Make sure only you are in the frame and your face is not covered. Follow the on-screen instructions and make the movements clearly, not too small.
[Completion standard]: Prepare all documents again according to the above requirements and confirm everything is correct.
Step 3: Confirm your identity information is not already used or entered incorrectly
[What to do]: Rule out account-level issues.
[How to do it]:
Whether the ID is already used: One ID can only verify one OKX account. If it says "ID already verified", you need to contact customer support.
Whether the name and ID number match: The name, date of birth, and document number you enter must be exactly the same as on your document, including name order and spelling. Some rare or traditional Chinese characters may not be recognized by the system. In that case, you need to contact human customer support.
[Completion standard]: Confirm the identity information is unique and entered correctly.
Step 4: If it is still stuck after trying all the above
[What to do]: Contact human customer support and explain the situation.
[How to do it]:
Prepare materials: Take screenshots of the stuck page and any error messages in advance so support can locate the problem faster.
Use official channels: Contact support through the in-app "Help Center" or "Online Support". Do not trust third-party channels.
Note: If you fail multiple times in a row, the system may trigger a restriction, such as requiring you to wait 2 hours before retrying. Continuing to try at that point will not help. Contacting support directly is more efficient than submitting repeatedly.
Risk reminder: If you need to uninstall and reinstall the app, make sure to back up your Web3 wallet seed phrase and private keys first. If you uninstall without backing up, your wallet may be unrecoverable.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
FAQ
Q: Can I retry immediately after a verification failure? A: Not necessarily. If you fail multiple times, the system may require you to wait for a period of time, such as 2 hours, before trying again. It is better to find the cause first and then retry. Do not keep tapping submit.
Q: Why does face recognition still fail even though my information is correct? A: It could be a lighting problem, such as too dark or backlit, or your face is covered, for example by a mask or hair. It is also possible that a second person was accidentally captured in the frame, causing the system to mark the selfie as invalid.
Q: What is the easiest proof of address to pass? A: Common bank statements, utility bills, and gas bills all work as long as the name and address are clearly visible and the document is from the last 3 months. Some users have reported that uploading a PDF version of an Alipay utility bill also passed.
