How do I join a video call with Customer Support?

1. What is video call verification?

Video call verification is an identity verification process set up by OKX to protect the security of your account and assets. When your account triggers certain security scenarios, the platform will invite you to verify your identity in real time through a video call with an OKX Customer Support. This is a routine security measure designed to confirm that actions are initiated by you personally, and to prevent unauthorized use of your account.

✅ The entire video call verification process is protected by the platform. The call content is used solely for identity verification and will not be used for any other purpose. Please cooperate with confidence.

✅ You can join the video call at a time that's convenient for you — there's no pressure to act immediately. Once you have your documents ready, please contact a Customer Support following the instructions in Section 4 below.

2. When is video call verification required?

The following scenarios may trigger a video call verification request (specific requirements are subject to the Customer Support's instructions), including but not limited to:

• Changes to account security settings, such as modifying your linked email address, phone number, authenticator, or other security items.

• Account asset security, such as withdrawals or transfers when the account holds a significant balance.

• Risk control triggers, such as when the account triggers risk control rules or becomes frozen.

• Merchant applications, such as applying to become a C2C merchant, where identity confirmation is required.

3. What do I need to prepare before the verification?

Customer Support will invite you to join the video call via a support ticket. Before joining, please make sure the following are all in order — any issue may cause the verification to fail:

1. Original identity document:

   Prepare the original identity document used when registering your account (passport or ID card) to present during the call. If your document has expired, please also bring your latest valid document.

2. Safe and quiet environment:

   Ensure the surroundings are quiet, safe, and well-lit, with no interruptions or assistance from others.

3. Latest version of the OKX App:

   Make sure the app is updated to the latest version (this can be skipped if you're using the web version).

4. Device permissions:

   Allow the OKX App to access your camera and microphone (enable this in your phone settings in advance).

5. Face unobstructed:

   Don't wear a mask, hat, earphones, sunglasses, or anything that covers your face (regular eyeglasses are fine).

6. Stable network connection:

   Ensure your Wi-Fi or mobile data connection is stable throughout.

7. Close third-party software:

   Don't run any third-party applications at the same time, or make voice or video calls during the verification — these may directly cause verification failure or device issues.

8. Confirm your request details:

   Before joining the video call, be clear on what you'd like to resolve and have all relevant information ready. For example, if you want to change your phone number, the Customer Support may ask for the number being unlinked, the new number you'd like to link, and the reason for the change.

4. How do I join the video call?

Once Customer Support confirms that video call verification is required, they'll send you a video call link through the following channels:

1. Support ticket / Help Center

2. In-app mobile push notification

3. Orbit > Messages > Notifications

4. Email notification

Method 1: Log in and join via the OKX App (Recommended)

Step 1: Open the OKX App and tap Menu in the top-left corner > Get help > Under the Thing to keep on your radar section, you'll see your Support ticket, on the video verification card, tap View details.

Step 2: Before the call officially begins, the system will prompt you to have your original registered identity document ready (failure to do so will result in the verification being rejected by the vCustomer Support):

1. Select your registered document type — ID card or Passport

2. Tap Continue to view the remaining instructions

3. Tap I'm ready to officially enter the video verification process

Important note:

• When tapping Join video Call, the system may in some cases prompt you to grant permissions, such as allowing the OKX App to display over other apps (float window permission) or access your microphone and camera.

• To ensure a smooth video verification experience, please go to Settings in advance and enable all relevant permissions to avoid interruptions during the call. Once permissions are granted, the system will automatically connect you to the video call.

Step 3: Once you enter the call waiting screen, you'll see the official OKX customer support identifier (with a green Official badge) and a prompt saying Our agent's preparing for the call. Simply wait patiently at this stage — the transfer is typically completed within 10–20 seconds.

• At the bottom, you'll see toggle buttons for Microphone, Camera, and Speaker. Please make sure they are all turned on.

• The Flip camera button in the bottom-right corner lets you switch between the front and rear camera once you're in the video call (the Customer Support may ask you to do this).

• There is also a Chat feature at the top, allowing you to communicate with the Customer Support via text.

• Please note that the screenshots above are for reference only. During the actual session, action buttons and your live image will be displayed.

Method 2: Log in and join via the web

Step 1: Log in to the OKX official website and go to the Support center icon in the top-right corner. Under the Action items section, you'll see a Customer support ticket card showing View details — tap it, and you'll find the Join video call button.

Step 2: After tapping Join video call, a preparation checklist prompt will appear, listing the items to confirm before joining the call: have your physical identity document ready, find a quiet and well-lit location, and ensure your network connection is stable. Once you've confirmed everything, tap I'm ready.

Step 3: After tapping Join video call, the system may in some cases prompt you to grant microphone and camera permissions.

Note: to ensure a smooth video verification experience, please go to Site settings in advance and enable all relevant permissions to avoid any interruptions during the call.

Step 4: Once connected, you'll enter the video call interface. Your camera feed is displayed in the top-left corner, the OKX official logo is shown in the center, and a text chat function is available on the right. The bottom toolbar lets you control your microphone, camera, and other settings. Please make sure both your camera and microphone are turned on.

Method 3: How do I verify without logging in to my account?

If your account has special circumstances that prevent you from logging in to view your support ticket and joining the video call via Method 1 or 2, the Customer Support will send a join link to your linked email address after inviting you to the call. You'll need to follow the process to join and verify your email. You'll then be directed to the web version of the page, where you can join the video verification through the normal flow.

Method 4: Customer Support initiates the video call

In some cases, Customer Support may proactively send you a video call invitation.

Step 1: Open via the message notification
Tap Orbit at the bottom > Messages > System Notifications > News and updates > Video verification > Join call.

Step 2: Open via the Help Center
Tap Menu in the top-left corner > Get help > Video verification > Join call.

5. What does the video call verification process look like?

After joining the video call, a Customer Support will typically guide you through the following steps:

1. Identity confirmation:

   The Customer Support will ask you to present your original identity document and verify that your face matches the photo on the document.

2. Information verification:

   You may be asked to provide basic account information (such as your name, phone number, or email address) to confirm that you are the account holder.

3. Cooperative actions:

   In certain scenarios, the Customer Support may ask you to read a specified statement or provide a brief verbal explanation of your request.

4. Verification complete:

   Once approved, the Customer Support will provide a brief outline of the next steps, and your request will be processed accordingly.

Important note:

• Screenshots, screen recordings, and audio recordings aren't permitted during the video call — any such action will immediately cause the verification to fail.

• Please follow the Customer Support's instructions closely throughout the process to ensure your issue is resolved quickly.

• Don't use any third-party software during the call, including voice calls, video calls, or any malicious software — this will directly cause the verification to fail.

6. Frequently asked questions

Q1: Will video verification compromise my privacy?

No. The video call is fully protected by the platform. Screenshots and recordings are disabled during the call, and your information is used solely for identity verification and nothing else.

Q2: What if I can't find the "Video Verification" card?

Please make sure your OKX App is updated to the latest version. If it's still not visible, try accessing the Help Center via the web, or contact our Customer Support for assistance.

Q3: Can Customer Support see my screen during the video call?

No. The Customer Support can only see your camera feed and can't view your screen content. Any private visuals during the call are automatically protected by the system.

Q4: Can I pause the call if something comes up and rejoin later?

Yes. We understand that unexpected situations may arise. If this happens, let the Customer Support know right away — they will end the session on their end, and you can rejoin through the same channel when you're ready.

Note: while multiple attempts are allowed, once Customer Support sends the video call invitation, you can tap Join now or Join call at any time once you're fully prepared. Completing the verification promptly also means your issue can be resolved faster.

Q5: What should I do if the call drops or I accidentally exit the video?

Return to the Help Center and tap Join now or Join call again to reconnect. If multiple attempts fail, check your network connection and contact Customer Support. Rest assured, multiple verification attempts are permitted. If something goes wrong, the Customer Support will do their best to assist you on the spot or advise on the next steps.

Q6: Why do I need to read a statement aloud?

In certain scenarios (such as account unfreezing or dispute resolution), the Customer Support may ask you to read a short statement aloud or provide a verbal explanation of your request. This is to further confirm that the action reflects your genuine intent and to protect your account security.

Q7: Can I only complete part of the process instead of the full flow?

Unfortunately, no. Video verification follows strict review standards to protect the security of your account and assets. Throughout the call, the Customer Support will provide professional guidance to help you complete the verification as efficiently as possible so your request can be prioritized. If you decline to cooperate partway through — even if the earlier steps went smoothly — the verification will be marked as failed and you'll need to rejoin and restart the process.

Q8: How do I check the status of my video verification?

After completing video verification, you can check the progress in your support ticket.

If you encounter any issues during the video verification, you can let the Customer Support know directly during the call. If you've already exited the call, you can also send a message to the Customer Support by replying to the support ticket. If neither option works for you, please don't hesitate to contact our Customer Support — we're always here to help.