Why haven’t I received a reply from the blockchain project team?

Published on Oct 17, 2025Updated on Oct 17, 20253 min read

If you contacted a blockchain project team such as Ethereum and Bitcoin directly and didn’t receive a reply, please note that these projects are independent, public blockchain networks and aren't operated or managed by us. Each blockchain functions as a decentralized system, meaning there's no central support team responsible for individual user requests.

How does OKX work with different blockchain networks?

We connect to multiple blockchain networks — including Ethereum, Bitcoin, and others — to support deposits, withdrawals, and on-chain transactions. However, we don't control or manage these blockchain protocols.When you send or receive crypto, your transaction is processed and confirmed by the blockchain network itself, not by us.

What should I do then?

If you made a deposit or withdrawal on our platform and the transaction status shows “completed” on your OKX account, but you’re still having issues, please check the following:

  1. Verify your transaction on blockchain explorer

    • Copy the transaction hash (TxID) from your OKX transaction record.

    • Paste it into the relevant blockchain explorer (for example, https://etherscan.io/ for Ethereum) to view the real-time status.

    • If the transaction shows as confirmed, it means it has already been processed on-chain.

  2. If the receiving platform hasn’t credited your funds

    • Contact the receiving exchange or wallet provider directly with your TxID, deposit address, and transaction details.

    • Only the receiving platform can credit the funds once confirmed on-chain.

  3. If your transaction is still pending

    • Delays may occur due to network congestion or low transaction fees. You can monitor updates on blockchain explorer or wait for additional confirmations.

When should I contact customer support?

You should reach out to customer support via OK Assistant if:

  • Your OKX transaction shows completed, but your balance hasn’t updated.

  • You accidentally sent crypto to the wrong address or network. But first, visit here.

  • You need help identifying a failed or stuck deposit/withdrawal.

Note: customer support can only assist with transactions made through our platform. We’re unable to directly contact or escalate cases to external blockchain teams.

Public blockchains like Ethereum and Bitcoin operate independently from us. If you contacted their official channels and received no response, it’s likely because these projects do not provide one-on-one support for user transactions. For any issues related to deposits, withdrawals, or transfers made via our platform, please contact our customer support directly — our team will assist you from the exchange side.

Disclaimer
This content is provided for informational purposes only and may cover products that are not available in your region. It is not intended to provide (i) investment advice or an investment recommendation; (ii) an offer or solicitation to buy, sell, or hold crypto/digital assets, or (iii) financial, accounting, legal, or tax advice. Crypto/digital asset holdings, including stablecoins and NFTs, involve a high degree of risk and can fluctuate greatly. You should carefully consider whether trading or holding crypto/digital assets is suitable for you in light of your financial condition. Please consult your legal/tax/investment professional for questions about your specific circumstances. Information (including market data and statistical information, if any) appearing in this post is for general information purposes only. While all reasonable care has been taken in preparing this data and graphs, no responsibility or liability is accepted for any errors of fact or omission expressed herein. Both OKX Web3 Wallet and OKX NFT Marketplace are subject to separate terms of service at www.okx.com.

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