If you receive an invitation from "OKX video customer service", your first reaction should never be to cooperate. Stop immediately and verify it through official channels. Real video customer service only appears within specific flows inside the official app. Anyone who actively calls you or privately messages you to arrange a video call is highly suspicious.
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Step 1: Understand what real OKX video customer service looks like
OKX does have an official video customer service feature, but its usage scenarios and process are clear. The official Help Center states that only under specific circumstances will the support team ask users to join a video call to resolve issues more efficiently. Before the call, users need to prepare their original ID document (copies are not accepted), and the camera must remain on throughout the call.
The most important point is that official customer service only contacts users through the in-app voice feature. They will never proactively contact users by phone, SMS, or any external platform. Any call claiming to be from OKX is a scam.
If the other party is a scammer, they may:
- Proactively call or text you to arrange a video call, claiming to be customer service
- Ask you to join a third-party chat group (such as WeChat or Telegram) before the video call
- Ask for passwords, verification codes, or try to guide you to transfer funds during the video call
Risk reminder: OKX official has clearly stated that it has never authorized or entrusted any third-party organization or individual to contact users by phone or group chat, and will never ask for passwords, verification codes, or other sensitive information for any reason. Any "customer service" that proactively contacts you should be questioned first.
Step 2: Verify the identity of the "customer service" through official channels
After receiving a video customer service invitation, the correct approach is not to follow what the other party says, but to go through the verification process yourself from the official entry point.
- Verify in the app: Open the OKX App, tap the profile icon in the top left corner of the home page, enter the Help Center, and find the "Official Channel Verification" feature on the page.
- Paste the other party's information to check: If the other party claims to be an official staff member, whether they say they are customer service, a risk control specialist, or any other role, you can verify here whether their contact information (phone number, email, Telegram account, etc.) is officially certified.
- Check the ticket status: If you are indeed contacting customer service to resolve an issue, a real video invitation will appear in the form of a support ticket. In the app, go to Help Center → My Support Tickets and check whether there is a pending video verification appointment. If there is no record in the ticket list, the "invitation" is fake.
Completion standard: Confirm the other party's identity through the official channel verification page, or confirm that a real video service request exists through the in-app ticket system. If verification fails or there is no record in the ticket list, stop all communication immediately.
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Step 3: Beware of common tricks and protect sensitive information
When scammers impersonate customer service, they often use specific scripts to create urgency or gain trust. Based on common scam cases disclosed by OKX, be especially alert to the following situations:
- Someone proactively contacts you after an order is canceled: If your trade order times out or is canceled by you, and someone claiming to be customer service says "the order has been followed up by a specialist", this is a common impersonation scam. Real customer service will never proactively contact you through IM (in-app chat) or external channels to handle a canceled order.
- Claims to "unfreeze your account" or "recover funds": Anyone who proactively contacts you, claims they can help you "unfreeze your account", "recover scammed funds", or "issue a refund", and asks you to provide your seed phrase, verification code, or transfer more money, is a scammer. Legitimate customer service will never ask for these.
- Directing you to a third-party platform: If the other party asks you to join a WeChat group, Telegram group, or other external chat tool for further communication, you can directly identify it as a scam.
How to verify after completing the operation: If you need to confirm the identity of customer service, complete the verification through the "Official Channel Verification" page in the OKX App. If the verification result shows "unverified" or the other party's information cannot be found at all, immediately terminate all contact and report the situation through the online customer service in the in-app Help Center.
