Why is my account restricted and what should I do?
To ensure the safety of our users and community, OKX may occasionally freeze restrict your accounts, in accordance with our Terms of Service. This is a security measure designed to maintain the integrity and compliance of the OKX platform. While an account is restricted, you may be unable to login to your account, withdraw, trade, or deposit funds. Available actions during an account restriction may differ in each case.
Why was my account restricted?
Your account may be restricted for one or more of the following reasons:
Our risk system identified unusual or suspicious activity on your account
We need additional information from you to continue providing services
A periodic account review is required as part of our compliance obligations
What should I do if my account is restricted?
If your account has been restricted, you don't need to take any action. Our team will notify you with next steps/instructions if additional information is needed. We remain committed to prioritizing security and compliance. If you have any questions regarding risk control measures or account restrictions, please refer to the platform's Terms of Service for further details.
How do I complete the account review process?
If your account is temporarily restricted, we'll contact you to request additional information. Follow these steps:
Check your registered email inbox or in-app banner to complete the questionnaire or submit the documents requested.
Note: both email reply and in-app submission are valid.If you've submitted all the required information but haven't heard back, check your Ticket Center or email inbox for status updates.
Once our team has assessed your submission, we will update your case via the ticket centre. Review timelines vary depending on the verification required.
Note: if you submitted information more than 48 hours ago and have no update, contact OKX Support and provide your ticket number for a status check.
How long does a review take?
Review timelines vary depending on the nature of the restriction and the complexity of your case. Once you've submitted all the required information, our team will process your case as quickly as possible. If additional review is needed, we'll contact you with an update via in-app notification or email.
What happens if I don't respond to the request?
If you do not respond to any requests by the specified deadline, your account restriction may be extended or your account may be suspended until the required information is received.
What can I do when my account is restricted?
Once your account is restricted, you may still be able to:
Log in to OKX
View balances and transaction history
Close open positions
Submit any required documents or information
Note: restrictions may vary depending on the specific scenario. During an account restriction, certain account functionalities may be limited.
What can I do if my account is permanently suspended?
If our platform has determined that your account has breached the Terms of Service, the account may be permanently suspended. In this case:
You can still withdraw your remaining crypto assets by sending them to an external wallet via blockchain transfer within the given time frame.
Trading, P2P, fiat deposits and withdrawals, and card functions won't be available.
Appeals for permanent restrictions aren't accepted in cases involving confirmed violations.
Note: if you received an email from our platform stating that your account can no longer be serviced and your remaining balance is less than 1 USD, your assets have already been settled. No further action is required.
How can I close my positions?
If you currently have open positions, we recommend that you monitor your positions at all times and manage risk carefully. To close the outstanding positioning in your account, please follow the prompts on the App or web page.
Close all at market price
Based on your own needs, you may choose to close all positions at market price by selecting the Close All at Market Price button above your position and selecting Confirm / Cancel as prompted on the page.
On the App
Select the position > Positioning and Assets
Go to Positions & Assets and select Close all
Select Close All at Market Price > Confirm to close all positions
Select Confirm to close all positions
On the Web
Select the position > Current Position > Close > Confirm
Select Confirm to close all the position
Please note that once you selected Confirm, the position will be closed immediately and the action can't be undone. We recommend enabling Trade Secondary Confirmation (Trading page > More > Trading Settings > Preferences > Secondary Confirmation).
If there are unfilled orders or take-profit / stop-loss orders in your account, we also recommend monitoring them regularly and managing or canceling them according to your preferences.
Close Positions Individually
On the App
Go to Trade page > Positions & Assets > select Close Position and set the price.
Go to Positions & Assets to choose the position you wish to close
Select Close to close the position
On the Web
Go to Trade page > Current Positions > select Close Position and set the price.
Fill in the closing price and select Close
Note: available actions during an account restriction may vary. Please refer to your account for the actions currently available to you.
How can I cancel pending orders?
On the App
Go to Trade page > Orders > tap the small downward triangle next to an order
single order to cancel individually.
Select All Orders
Choose Cancel all, or select the cancel button for a single order to cancel individually.
Select Cancel all or Cancel from the Order page
On the Web
Go to Trade page > Open Orders
Select the relevant strategy with a number to batch cancel, or click Cancel next to an individual order.
Select Cancel all or cancel to cancel your open orders
How can I stop a strategy?
On the App
Go to Trade page > Strategies and select the relevant strategy
Select More > Stop > Confirm to stop a strategy
Select More once you select the strategy
Select Stop from the menu
Select Confirm to stop the strategy
On the Web
Go to Trade page > Strategies
Click Stop to stop a strategy
Select Stop to stop the selected strategy