Why is my account frozen?

 Common FAQ    |      2022-06-10
During the operation of your OKX account, if the platform risk control rules are triggered, partial or all functions of the account will be limited. Please follow the information prompts to solve it or contact the customer support team for help.
In the process of using the platform account, if some functions of the account are limited or assets are frozen, please refer to the following situations.


Type 1: Risk Control Restriction

Platform restrictions - The scenarios that trigger the platform risk control rules are as follows
  1. If you modify the security settings in the security center, the 24-hour withdrawal limit will be triggered to protect assets in the account. After 24 hours, the system will automatically remove the withdrawal restriction. It is recommended that you wait patiently in this situation.

Logging in on a new device will also limit withdrawals for 24 hours.

  1. The platform will count the number of times you cancel the order. If you cancel the upper limit on the day, the system will limit your coin buying function. The time limit varies from 15 minutes to 24 hours, and it will be cleared at 00:00 am the next day.
  1. When the user triggers the anti-money laundering risk control system, some functions will be restricted. In this situation, please keep the phone open, and the audit specialist will contact you as soon as possible, and send the audit content to the mailbox bound to your account. Please pay attention to the account bound mailbox as soon as possible, and provide audit materials according to the content of the email, when the review is completed and it is verified that there is no risk, your account will be unfrozen soon. The review cycle is about 1-3 working days.
  1. Regarding order disputes, some functions will be temporarily restricted by the system when the account benefits unexpectedly from overpayment by the counterparty of the OTC transaction or the misplacement of the currency by the counterparty. You can negotiate with the other party to deal with it or contact customer service. After completing the dispute settlement, you can restore the account function.


Type 2: Judicial Restriction

In order to create a compliant and safe trading environment, the platform must cooperate with the judicial assistance of the judicial authorities of various countries and regions. After receiving the freezing letter from the judicial authority, the platform will restrict some or all functions of the account according to the requirements of the freezing letter, and freeze assets.
Your funds do not pass through the platform, they are transferred privately between both parties. The platform requires transfer with real-name bank card. If the bank card is frozen, you can contact the bank to verify the reason why it's frozen and learn how to unfreeze it.
The platform will not freeze your bank card, please consult the party who froze your bank card for the reason and solution.


Type 3: Order Placing Requirement

After placing limit orders, advanced limit orders, and take-profit and stop-loss orders in currency trading, the corresponding amount of funds will be frozen.

If you want to cancel the order, you can find the current order in the order record, select the corresponding token pair, and cancel it. After canceling the order, the corresponding frozen assets will be released to normal.

A step-by-step guide to purchasing and selling crypto on OKX,

Step 1: Log in to your OKX account
Before you can start buying or selling cryptocurrency on OKX, you must first log in to your OKX account. If you do not yet have an account, click Sign up and complete the registration process.
Step 2: Select Buy/Sell
Once you have logged in to your OKX account, click Buy Crypto in the upper left-hand corner of the screen to get started.
Step 3: Select your purchasing method
The next step is to choose how you would like to buy or sell . There are two primary options on OKX: Express and P2P trade.

Finally, simply confirm your transaction details.

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