How do I handle account restrictions on OKX?
To meet compliance requirements, fulfill platform responsibilities, and create a high-quality transaction environment for users, OKX continuously upgrades its risk control strategies. We enhance risk management and implement corresponding control measures for different transaction risks. If you encounter limited account functionality while using the platform, please refer to the following situations for resolution. If your account actions or transactions trigger the platform's risk control rules, it may result in partial or complete functionality restrictions. Please follow the prompts or contact customer support for assistance. |
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Scenarios that trigger platform risk control rules
1. Modification of account security settings
After modifying Security settings in the User Center (including changing the login password, updating the bound phone number or email, or modifying passkeys or authenticator apps), your account will trigger a 24-hour withdrawal and P2P selling restriction. This restriction will be automatically lifted after 24 hours.
2. P2P trading related
Order cancellations limit: OKX monitors the number of order cancellations. If you reach the daily cancellation limit in P2P trading, your ability to buy cryptocurrency will be temporarily restricted. The restriction period may range from 15 minutes to 24 hours and will reset at 00:00 (UTC+8) on the same day. For more details, please refer to Frequent order cancellations may result in "Frequent Canceller" penalties.
Order dispute: If you receive an unexpected benefit in a P2P trading due to the other party overpaying or mistakenly release cryptocurrency, certain account functions will be temporarily restricted. You may resolve the issue directly with the other party or contact customer support. Once the dispute is resolved, the related account functions will be restored.
3. Platform risk control
To maintain the security and compliance of OKX's ecosystem, we have established a risk-based multi-layered control system and conducts continuous monitoring and risk assessments of account activities. We adhere to strict risk control standards to ensure secure and compliant platform operations. Additionally, to ensure the accuracy and fairness of the review outcomes, we will conduct a comprehensive review of the relevant account information.
Review times depend on the reason for the restriction, the information that needs to be verified, and the complexity of the case. Check the latest updates in the OKX app, your registered email, or the Ticket Center. If additional information is required, submit complete, clear, and valid materials as prompted.
4. Judicial restrictions
To create a compliant and secure trading environment, OKX actively cooperates with law enforcement agencies across different countries and regions in response to lawful assistance requests. Upon receiving a freezing request from a law enforcement agency, we will restrict part or all account functions and freeze assets in accordance with the request. If permitted by the law enforcement agency, we may provide the contact details of the relevant law enforcement agency and recommends that you cooperate with the investigation to facilitate the timely removal of restrictions. If we receive an official request to lift the freeze, we will process the account restrictions as soon as practicable.
OKX will continuously optimize its risk control systems and strategies and strengthen efforts against illegal transactions and accounts, striving to create a safer trading environment for all users.
5. Other restrictions
This includes, but is not limited to, platform risk control restrictions. If you do not complete the additional verification in a timely manner, some account functions may be restricted The page will prompt you with the corresponding verification steps. Once you complete all the verification process steps, you will be able to continue using your account functions normally.
To complete your account information, OKX requires you to fill out a questionnaire or submit relevant supporting documents in accordance with system requirements (You may refer to How do I complete additional verification?). To ensure account security, periodic checks may be conducted. You can update your identity information as prompted on the page.
6. Account restrictions
To safeguard customer assets and meet platform risk control and compliance obligations, OKX has implemented a multi-level risk and compliance management system. If the app notifies you that your account is temporarily restricted and under review, please note the following:
The review is a necessary measure based on risk management, compliance obligations, and account security. If the OKX app displays an estimated processing time, refer to the latest in-app notice. An accurate estimated completion time may not be available for complex manual, compliance, or judicial review.
During the review, we will conduct a comprehensive assessment of the account. If no issues are identified, restrictions will be lifted promptly, and services will be restored. If additional information is needed, we will contact you via the app or email.
To protect the independence and security of the review process, OKX doesn't provide specific review details or real-time progress updates. Certain functions, including withdrawals, may be unavailable during this period. OKX will never ask for sensitive information such as passwords or verification codes, and there are no special handling options that require a payment or deposit. Stay vigilant to avoid scams.
If your account holds futures or leverage positions, please refer to the app prompts to adjust or close positions within your operational range based on your personal needs. For the availability of functions, please refer to the actual page prompts.
OKX remains committed to prioritizing security and compliance to protect the assets and rights of all customers. For further information regarding risk control and account restrictions, please refer to the Terms of Service.
7. Withdrawals to high-risk addresses restricted
We understand your concern about your account. Due to the high-risk nature of your recent withdrawal attempt, we've temporarily restricted your withdrawal function for 48 hours to protect your funds. Your deposit, trading, and login functions remain fully accessible during this time. This restriction was triggered by our risk control system and cannot be lifted early — we appreciate your understanding.
Rest assured, your withdrawal function will be automatically restored after 48 hours with no action required on your part. We strongly recommend pausing any transactions with the other party and refraining from transferring your assets out during this period to avoid any irreversible financial loss.
Note: Crypto fraud are on the rise. Do not click on unofficial links or scan QR codes from unknown sources, and never share your account information with anyone. If you're engaging in transactions, please proceed with caution to keep your account and funds safe. For reference: High-Risk Withdrawal Fraud Prevention Guide
8. How long does a review usually take?
Review times vary depending on the reason for the restriction. The following timelines are general references only. Check the OKX app, your registered email, or the Ticket Center for the latest information about your case.
P2P order disputes: processing time depends on whether the parties have resolved the payment or crypto-release issue and whether further verification is required. The related functions will be restored once the dispute has been resolved.
Platform risk or compliance reviews: processing times depend on the information that needs to be verified and the complexity of the case, so a single completion timeline can't generally be guaranteed.
Judicial restrictions: the timeline depends on the relevant law-enforcement or judicial authority. OKX may not be able to provide an estimated completion time. Once we receive a valid request to lift the restriction, we'll process it as soon as practicable.
Automatic system restrictions: if the relevant page shows a countdown or fixed end time, the restriction will generally be lifted automatically when the period ends. Examples include the 24-hour restriction following changes to account security settings and the 48-hour restriction triggered by a withdrawal to a high-risk address. These restrictions generally can't be lifted early.
Missing or unclear documents, additional verification, or a new risk event may extend the processing time.
9. How do I check my restriction type and estimated end time?
You can check the details of your restriction through the following channels:
Log in to the OKX app and check the notification banner on the home page or the affected feature page.
Select View details, Complete verification, or Submit appeal to view the affected functions, required actions, and estimated end time, if available.
If your account is under a P2P risk control review, open the OKX app and go to P2P Trading > Profile > Account restriction dispute to check your appeal status and the latest updates.
If you have already submitted a Customer Support ticket, open the OKX app, go to Menu > Get Help > Check your tickets to check the ticket status. You should also monitor your registered email address and App notifications for updates.
An estimated end time may not be available for complex risk, compliance, or judicial reviews. If no estimated time is shown, complete the requested actions first.