How to dispute a C2C trading order and contact customer support?

When you buy or sell cryptocurrency through C2C trading and can’t resolve an issue with the other party, you can file a dispute from the order details page. OKX customer support will step in and review the case based on the evidence provided by both parties and the applicable transaction rules.

After a dispute is submitted, or if your order is disputed, you can use the order dispute feature to communicate with customer support, submit additional evidence, and track the progress of the case.

How do I file a dispute for an order?

If you’re the complainant, follow these steps:

1. Go to Buy Crypto > P2P Trading and select Orders

2. In the Completed section, find the disputed order and open the order details page

3. Select Need help?

4. On the help page, you can choose Contact the seller now to try resolving the issue directly, or select the issue type to view suggested solutions

5. If the issue isn’t resolved, select Initiate a dispute, describe the problem in detail, and upload supporting video or image evidence

6. Submit dispute. OKX customer support will then step in to assist

What should I do if my order is disputed?

If you are the disputed party, go to the details page of the completed or canceled order. Select on Dispute Details to view the information sent by customer support and upload any relevant evidence.

Note: please read the OKX P2P trading rules carefully before trading. Frequent order cancellations may result in trading restrictions. For more details, please refer to: What are the consequences of multiple order cancellations in one day?

How do I check the status of my dispute?

1. Go to the Buy crypto > P2P and open your order list

2. Find the order you’re disputing, or the order that has been disputed, and open the dispute details page

3. Review customer support updates and responses

• If the issue has been resolved, you can select Cancel dispute

• If the issue is still unresolved, you can Request update / Add evidence to submit additional information or reply to messages

Please allow some time for customer support to process your request.

How do I enable camera or photo permissions to upload documents?

If you’re unable to upload payment receipts or other documents, this may be due to your phone’s permission settings. Go to your phone’s app permission settings and enable Camera and Storage access for the OKX app.

For related questions, please refer to: What to do if a risk warning appears during payment?