How do I check on updates to my support ticket?

In our platform, we want to make sure you’re always informed and never left wondering about the status of your support requests. Once you submit a ticket, you’ll automatically receive updates whenever there’s new activity, such as a reply from our team, a request for more details, or confirmation that your issue has been resolved.

How you receive these updates depends on how your ticket was submitted — as a logged-in user or as a guest.

Below, we’ll explain how to view and reply to your ticket updates on both the app and website, so you can easily stay on top of every response.

How'll you be notified of our updates?

For logged-in users

When you submit a ticket while signed into your account, you'll have access to all your tickets in one convenient location.

• Push Notifications: You'll receive push alerts when there are updates to your ticket. Learn more on how you can manage your push notifications here.

  

  Example of the push notification

• Email Notifications: You'll also receive an email alert to the address linked to your OKX account.

  

  Example of the email notification if you're logged in

Note: email notifications are just alerts. Always return to your ticket to view the complete response and reply.

For guest users

If you submit a ticket without logging in, you're considered a guest user. You'll still receive updates, but the process of checking and responding is slightly different.

• Email Notifications: You'll receive email alerts when there are updates to your support ticket. Please note that the email is for notification purposes only & can’t be replied to directly to. To respond to our support team, you’ll need to open the ticket details using the unique link provided in the email.
  

  

  Example of the email notification if you're not logged in

How do I check and respond to the ticket?

You can view and reply to your support ticket through the OKX app or OKX website. Please note that the notification email itself can’t be replied to directly — it’s for notification purposes only. To respond to our support team, you’ll need to open the ticket details using the unique link provided in the email.

For logged-in Users

Via the app

1. Load your app and select Menu after you log in

   

   Proceed to select Menu

2. Select Get help

   

   Select Get help

3. Select Check your tickets to view all your open and closed tickets

   

   Click the Check your tickets

4. Select the ticket you’d like to view or respond to

5. Type your reply in the text field at the bottom of the screen

6. Click Send to submit your response

Via the web

1. Log in to your account here and select the Question mark icon in the top menu

2. Select My Tickets from the dropdown menu

   

   Proceed to select My tickets

3. Choose the ticket you’d like to open

4. Review the conversation history

5. Type your reply in the text box and click Submit

For guest users

Via the web

1. Check your email for the notification from our support team.

2. Each email includes a unique link that allows you to view your ticket. Click on the link (the ticket number) to access your ticket directly.
   Example: “Your support ticket 12345 has been updated.”

3. The link is securely tied to your email address. You'll be prompted to verify your email before proceeding.

   

   Request to send code to your email for verification process

   

   Fill in the code that you received once this page appears

4. Once the Ticket details page opens, review the latest updates from our team.

5. To reply, scroll to the reply box at the bottom of the page. Type your message or attach any supporting files.

6. Click Send or Reply to continue the conversation with our support team.

Note:

• Please continue all discussions about your issue within the original support ticket instead of creating new ones. This ensures our support team can see your full conversation history, understand the context clearly, and resolve your issue more efficiently.

• Keeping everything in one place allows us to provide the most accurate and timely assistance possible.

What else should I do?

• Be specific: Clearly explain your issue or the information you’re providing.

• Include key details: Attach relevant transaction IDs, timestamps, or screenshots to help our team investigate faster.

• Check regularly: Our support team may request additional information to complete your case.