When handling KYC on OKX, video customer service is clearly better than support tickets in terms of time efficiency and success rate. If your account status allows direct booking of video customer service, that's the best option. If not, submitting a support ticket with your documents is the backup, but be prepared to wait.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
Step 1: Check Your Account Status — If You Can Book a Video Call, Skip the Ticket
Video customer service is not available anytime; your account must be in a specific state.
Situation A: Your account has passed LV2 verification, and the status shows "Pending Video Verification." Go to OKX App's [Security Center] → [KYC Verification], and tap "Start LV3 Video Verification." After submission, the manual review usually provides feedback within 2 hours. This is the fastest path.
Situation B: Regular KYC documents uploaded and need manual review. If you have submitted ID photos and the system decides further checks are needed, the process now follows the ticket flow. Officially, the system processes it within 30 seconds, and if manual review is required, it will be completed within 24 hours. However, during high-demand periods for crypto or complex cases, it could extend to 3 business days.
Step 2: Choose the Right Communication Based on the Process
Video and ticket suitability differ across scenarios.
Video Customer Service (LV3 Verification): Connect directly with a human reviewer via the App. The reviewer verifies your identity and intent in real time. The entire process is completed within the App, cannot be paused, cannot use headphones, and cannot be restarted. You need stable internet and good lighting. If successful, the issue is resolved on the spot.
Support Ticket (Regular KYC Disputes or Risk Control Unlock): If you haven't heard back after submitting materials for more than 48 hours, you can follow up by submitting a ticket through online customer service, providing your ticket number for the agent to check the progress. After the risk control review passes, account unfreezing usually completes within 1–3 business days.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
Common Failure Reasons and Tips
Many people see the "Estimated Wait Time" not changing during video verification queue and simply exit, but the system warns: "Do not leave the queue, or you will need to re-queue." Also, for C2C merchant video verification, even if you received an invitation but haven't completed it, the entry won't close automatically; you can join the queue again.
Risk Reminder: Repeatedly submitting the same incorrect materials triggers a circuit breaker—first rejection allows you to correct and resubmit; second rejection locks that document type for 24 hours; third rejection permanently disables that verification channel. If your KYC is rejected, first check the rejection reason code before re-uploading. Do not blindly resubmit repeatedly.
How to Verify After Submission: After submitting video verification or ticket materials, watch for notifications in your registered email and the App's message center. If you don't receive feedback within 24 hours (or over 2 hours for video verification), use the App's online chatbot or customer service system to provide your ticket number for an inquiry.
Next Steps: If you're on the ticket path, do not repeatedly rush or resubmit after uploading materials; that could actually delay the review. Only contact customer service to follow up if there's no response after 48 hours. Before video verification, make sure you're using your usual mobile phone, turn off VPNs and proxies, and Android users should disable USB debugging in "Developer Options" to avoid triggering risk control due to abnormal device fingerprints.
