How do I join a video call with customer support?

In certain situations, our customer support team may ask you to join a video call to help resolve your issue more efficiently. This guide will walk you through how to join a video call with us using the OKX web/app.

What do you need to prepare before the video call?

• The session will be conducted in English.

• Please have your original identification document ready for verification during the video call session (photocopies are not accepted).

  • Note: in some cases (e.g., lost or stolen card reports), you might be asked to confirm that the card is still in your possession.

• Keep your camera switched on and ensure you are in a quiet environment throughout the call.

• To ensure the verification call runs smoothly, you may use the translation feature as well

  

  Web: select 'Translate from' to your spoken language and 'Translate to' to English

  

  App: select 'Translate from' to your spoken language and 'Translate to' to English

On the app

I am able to login to my OKX account

1. After logging in, start by selecting the Menu

   

   Select the menu after logging into the account

2. Select Get Help under More

   

   Select get help

3. You can join your scheduled call by selecting the self-service tool card on the support page

   

   You can see your scheduled call on the support page

I am unable to login to my OKX account

1. Select Help on the login page

   

   Select the icon at the top right corner

2. Select Join video call appointment under Self-service tools

   

   Select Join video call appointment

3. Enter the authentication code that is sent to your email and join the video call

   

   Enter the authentication code in order to join the video call

Note: the "Join call" card will only appear at the scheduled time, and that you'll receive the scheduled call notification within 1 hour prior to your preferred time.

On the web

I am able to login to my OKX account

1. Log into your OKX account and go to the Support center

2. Select the video call verification card under Active items to join the video call

   

   Select the card under action items

I am unable to login to my OKX account

1. Go to the Support center

2. Select Join video call appointment under Self-service tools

   

   Select join video call appointment

3. Enter the authentication code to join the video call

   

   Enter the authenticator code to join the video call

Note: the "Join call" card will only appear at the scheduled time, and that you'll receive the scheduled call notification within 1 hour prior to your preferred time.