Why did my identity verification fail?

Summary: When completing Identity Verification or Video Verification on the OKX platform, please ensure that your ID is not already associated with another account, and that your mobile app is updated to the latest version.

Below are some possible reasons that may lead to a failed identity verification:

1. Unable to upload photos in the app

   • Issue Description: You encounter a problem when trying to upload ID photos for identity verification.

2. No response when tapping the screen

3. Unable to Access the Camera

   • Issue Description: You are unable to open the phone camera during video verification.

4. Face Recognition–Related Issues

   • Issue Description: Face recognition failed / Page shows information mismatch

   • Issue Description: Face does not match / ID document does not match face recognition

5. Required Document–Related Issues

   1. ID Already Verified / Duplicate Identity Verification

   2. Invalid ID. (E.g. Unsupported ID type, ID issued has expired.)

      • Issue Description:

        • The system detects that your full name or date of birth in your profile is incorrect, missing, or unreadable.

        • The uploaded document does not contain a photo of your face, or the face photo is unclear.

        • The uploaded passport does not contain your signature.

   3. Invalid Document Expiry Date

   4. Invalid Document Photo

      • Issue Description:

        • The uploaded file is blurry, cropped, or obscures your identity information.

        • You uploaded irrelevant ID documents or proof of address.

   5. Invalid Proof of Address

      • Issue Description:

        • The proof of address shows another person’s name instead of yours.

        • You submitted proof of address document is not acceptable.

   6. Screenshot / Non-original File / Missing Pages / Damaged File / Expired File / Unsupported Language

      • Issue Description:

        • The system detects any of the following: screenshots, scanned or printed copies instead of original documents; black-and-white photos; missing pages; poor-quality or damaged files; expired documents; or documents in an unsupported language.

   7. Changing Identity Verification Information (Changing Person / Changing Document)

   8. Video Verification Issues for Hearing-Impaired Users

   9. Non-standard Verification Process

      1. You did not follow the on-screen instructions during the verification process.

      2. You are unable to complete video verification, or the system displays “Your P2P trading function is restricted.”

   10. Under 18 Years Old

       1. The document you submitted does not meet the platform’s requirements. The system has detected that you do not meet the minimum age requirement.

   11. Country/Region Not Supported

       1. The document you submitted does not meet the platform’s requirements.

A few tips for successful identity verification:

1. Unable to upload photos in the app

   1. First, please check whether your network connection is stable and whether camera permissions are enabled on your phone.

   2. If the issue persists, we recommend uninstalling and reinstalling the app (if you use the Web3 Wallet, please back up your seed phrases and private key first), or updating the app to the latest version.

2. No response when tapping the screen

   1. Please check whether your app is updated to the latest version. If not, we recommend uninstalling and reinstalling the App.

3. Unable to Access the Camera

   1. Please go to your phone’s settings, locate OKX, enable camera access for the OKX App, and then try again.

4. Face Recognition–Related Issues

   1. Face recognition failed / Page shows information mismatch

      1. Account verification must be completed by the account owner. If you encounter face recognition failure or information mismatch, please contact our customer support team for assistance.

   2. Face does not match / ID document does not match face recognition

      1. Please ensure that your facial features match the uploaded documents and are clearly visible.

      2. Make sure your documents include your full name, complete date of birth, and a clear photo of your face.

      3. During face recognition, ensure that only one person appears in the frame. Invalid selfies are strictly prohibited.

      4. Center your face in the frame and follow the on-screen instructions during selfie detection.

Notes:
An invalid selfie refers to a selfie with poor image quality that prevents the system from scanning your face. Please avoid taking selfies in dark environments or while shaking the camera. Follow the face recognition instructions carefully: align your face with the camera, then slowly move your head around the circle displayed on the screen.

5. Required Document–Related Issues

• ID Already Verified / Duplicate Identity Verification

  1. According to platform rules, one set of identity information can only be used to verify and register one account and cannot be used repeatedly.

  2. You may contact our customer support team and provide your ID number for further verification and handling.

  3. For more details, please refer to: How can I transfer my account if my ID card is occupied?

Notes:

OKX User Agreement clearly states that users are not allowed to register multiple accounts for any purpose. This rule applies to all verification methods. The platform conducts periodic reviews, and any violations may result in restrictions on the related accounts.

• Invalid Document Expiry Date

  • Make sure that the ID isn't expired.

• Invalid Document Photo

  • The uploaded file is blurry, cropped, or obscures your identity information.

    • Ensure that your full name, date of birth, and expiry date are clearly visible, and that all four corners of the document are fully shown.

  • You uploaded irrelevant ID documents or proof of address.

    • Please re-upload an acceptable identity document, such as your passport, or national ID card.

• Invalid Proof of Address

  • The proof of address shows another person’s name instead of yours. You submitted proof of address document is not acceptable.

    • Your name and full residential address must be clearly displayed on the document. In addition to identity documents, proof of address must be issued within the last three months. Documents older than three months will be rejected.

• Screenshot / Non-original File / Missing Pages / Damaged File / Expired File / Unsupported Language

  • Please check and ensure the following before resubmitting:

    • Upload original documents in image or PDF format.

    • Ensure the photos have not been edited using image software (e.g., Photoshop) and are not screenshots.

    • Upload color photos or files.

    • Upload clear photos showing all four corners of the document (front and back if applicable).

    • Make sure all pages containing important information are included.

    • Ensure the entire document is visible, readable, undamaged, and free of glare.

    • Confirm that the document is still valid and not expired.

  • After confirming there are no issues, please restart the identity verification process.

Notes:
If your document is in an unsupported language (such as Arabic, Sinhala, Burmese, etc.), please upload another document that contains Latin characters or provide your international passport.

• Changing Identity Verification Information (Changing Person / Changing Document)

  • Changing identity verification information is not supported. If your account has been restricted due to this, the restriction cannot be removed.

• Video Verification Issues for Hearing-Impaired Users

  • Find an immediate family member to assist (as a helper).

  • Submit the following documents:

    • Your disability certificate

    • Photos of the front and back of your ID card

    • Photos of the front and back of the immediate family member’s ID card

    • Photos of the personal information page of both your and your immediate family member’s household registration

  • Go to OKX help center and submit a feedback form for the required materials as instructed.

  • During video verification, please prepare the original documents in advance. Both the account holder and the assisting family member must appear in the video together to complete the verification.

• Non-standard Verification Process

  • If you are completing video verification, we recommend that you:

    • Go to a quiet environment.

    • Power off and restart your phone.

    • Switch to another network and try again.

    • During the entire video recording, keep your full face within the camera frame.

    • When answering “Yes,” speak slowly, clearly, and loudly.

    • After answering, select the button to proceed.

  • When P2P trading features are restricted, video verification cannot be performed. Please wait until the restriction is lifted, then proceed with video verification.

• Under 18 Years Old

  • Users must be 18 years old or above to complete identity verification.

• Country/Region Not Supported

  • Our services are not available in all countries or regions. Certain jurisdictions are restricted or may only receive limited services. Restricted regions currently include, but are not limited to:

    • Hong Kong (specifically for derivatives-related services), Belgium, Cuba, France and its overseas territories (including Guadeloupe, French Guiana, Martinique, Mayotte, Réunion, Saint Barthélemy, Saint Martin, Saint Pierre and Miquelon, French Southern and Antarctic Lands, French Polynesia, Wallis and Futuna, and New Caledonia), Iran, India, Japan, North Korea, Malaysia, Singapore (specifically for margin and derivatives-related services), Syria, Mainland China, the United States and all U.S. territories (including Puerto Rico, American Samoa, Guam, Northern Mariana Islands, and the U.S. Virgin Islands), Ireland, the Bahamas, Canada, the Netherlands, the United Kingdom (specifically for derivatives-related services for retail users), Bangladesh, Bolivia, Crimea, Donetsk and Luhansk regions of Ukraine, Uzbekistan, and Malta.

  • If you do not meet these requirements, please do not use our services. Residents of Belgium, France, Ireland, Japan, the Bahamas, and the Netherlands who have not yet opened an account are not permitted to open a new OKX account or access services.

Note: You can refer to How do I verify an individual account for specific requirements and check this link for more tips on verifying your selfie and ID.

How to check the failed reason for identity verification?

You can check your email for the failed reason and submit it again by clicking the link.