OKX Money transaction issues FAQ
Transaction statuses and troubleshooting
Every transaction in Activity shows a status. Select a transaction to see its status and any action needed.
Status | What it means | Do I need to do anything? |
|---|---|---|
Processing | On its way. Waiting on the network or a routine check | No |
On hold | Paused for a check. Sometimes we need something from you | Only if the transaction shows a button |
Completed | Done | No |
Failed | It didn't go through | Usually just try again |
Canceled | Stopped before completing | No |
If we need something from you, the transaction will show a button. No button means it's being handled.
These are the buttons you might see:
Verify now — confirm it was really you. Usually the fastest to clear
Submit info — we need a document or a detail from you
Withdraw — send the funds back out, where we can't hold them in your account
Get help — our team needs to look at it with you
FAQ
1. My deposit didn't arrive, what happened?
Look at the Activity tab. If its status there is Processing, it's on its way
If it's On hold, check for a button and follow it
If it's not in the Activity tab at all, the transfer hasn't reached us. Check if the app you sent from — has it confirmed as sent, and is there a transaction ID?
Check if the network matches. Refer to Adding funds.
If your sending app shows it confirmed and there's nothing in Activity, contact support with the transaction ID, network, amount, and the address you sent to.
2. Why is my transaction on hold?
Transactions get held for routine reasons — the amount, a new destination, or a scheduled check. It doesn't mean something is wrong.
How long a hold takes to clear varies significantly depending on the reason, so we can't give a typical figure.
If there's no button, we're handling it and you'll be notified when it moves. If there's a button, following it is the fastest way through. Held transactions that go unanswered stay held.
3. My transaction failed. Where are my funds?
Check your balance — a failed transaction doesn't take your funds.
Common causes:
Not enough in your balance to cover the amount plus the fee
An invalid destination address, or the wrong network for that address
A limit reached
A network problem — try again
4. Why can't you support this currency?
Your OKX Money account holds USD stablecoins. If something arrives that we can't hold, we can't add it to your balance.
Select the transaction in the Activity tab and follow the button shown to send it back out to an external address, or to speak to our team.
To avoid this issue, only send the tokens listed on the deposit screen — USDG, USDC, or USDT — on one of the listed networks.