Account login troubleshooting guide
Please refer to the five common scenarios below to find the solution that matches your situation:
Scenario 1: Forgot password or login credentials
Learn more here: How do I change or reset my login password if I forgot my login credentials?
Scenario 2: Failed verification on a new device
Learn more here: How do I authorize a new device when I log in?
Scenario 3: Account restricted by risk control
Learn more here: Why is my account restricted and what should I do?
Scenario 4: App is unresponsive, crashing, or stuck on the loading screen
Update the OKX app to the latest version. Official app download paths:
Scenario 5: Unable to access any login verification method, or your ID is already linked to another account
If you've forgotten all login credentials, can't verify via phone/email/authenticator app, or are seeing a message that your ID has already been verified by another OKX account, follow the steps below to transfer your phone number or email and regain access to your account.
How can I transfer my phone number or email to my verified account?
Step 1: Identify the account using your ID card
Open the OKX app, log in to your new account, go to Menu in the top-left corner on the homepage > Account settings > Profile > Identity verification > Verify identity.
Select your nationality, enter your name and ID number, and tap Submit. If the system indicates This ID has already been verified by another account, select View verified account.
Complete the face recognition verification. The system will display the account number that are using your ID.
If this account belongs to you, tap This is my account to proceed with the migration of your phone number/email.
Note: If the account using your ID does't belong to you, please contact our Customer Support team for assistance.
After confirming that the verified account belongs to you, you can proceed to transfer your phone number or email address to that account. Continue to Step 2 below.
Step 2: Migrate the phone number/email to your verified account
Before you begin:
If your verified account is frozen, you must unfreeze it before transferring your phone number or email. Contact Customer Support if you need assistance.
Before starting the transfer, cancel all open orders and transfer all assets out of your new account to avoid asset loss.
Steps:
Select Unable to log in to verified account, tap Next twice to open the phone number/email transfer page, select the confirmation checkbox, and tap Continue.
Complete the identity verification by following the on-screen instructions. You may be required to upload your ID document, record a verification video, or provide other requested information.
Enter the verification code sent to your email, confirm the phone number or email to be transferred, and complete the transfer.
Important Note:
If you can still access your verified account, we recommend updating your security settings directly instead of transferring your phone number or email.
Identity verification is required before you can withdraw assets on OKX.
Referrals associated with an unverified account can't be transferred and will be closed after the transfer is completed.
The unverified account will be closed after the migration. Before proceeding, make sure all assets have been transferred out of the account. The account can‘t be migrated and closed until its asset balance is zero.
After the transfer, the phone number or email associated with your verified account will be replaced with the one from your new account.
For more details, please refer to: How do I migrate an account when the phone number/email are occupied