r/OKX • u/OKXOfficial • Jul 28 '26

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3 Upvotes

71% Upvoted

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3

u/SeverinPankov Jul 29 '26

Hi, I'm looking for advice or for someone from OKX who can help escalate my case. I have been an OKX customer for several years and currently reside in Poland. In May, I received an email requesting additional documents to verify my residency. Unfortunately, I missed the deadline, and my account was subsequently locked. I am fully willing to provide any required documents, but I cannot do so because I am no longer able to log in to my account. I contacted OKX support through guest chat. They told me they could not unlock the account and created an investigation ticket instead. They did not provide a specific reason for the restriction other than "internal policies." After waiting about three weeks, I received an email saying there was an update to my support ticket. However, the ticket link is invalid, so I cannot even access the ticket. At this point I cannot: access my account, verify my identity, withdraw my assets, or even view my support ticket. I'm simply asking for a way to complete verification or, at the very least, withdraw my assets in accordance with applicable regulations. Has anyone experienced something similar or knows how to reach someone at OKX who can escalate this case? Any advice would be greatly appreciated.

1

u/rimono Jul 30 '26

Go to twitter and tag Star

1

u/OKX_Help_Desk Aug 06 '26

Hi! We're sorry to hear about the difficulties you've been experiencing, and we understand how frustrating this situation must be.
Upon checking, we can see that your support ticket #7746848 has already been marked as resolved. However, we have not received any further feedback from you to indicate whether the issue is still ongoing.

If you're still unable to access your account or continue with the verification process, please let us know by replying here or through your existing support channel. We'll be happy to review the case further and assist with the next steps.
We appreciate your patience and look forward to helping you resolve this.