What should I do if I deposit an unsupported cryptocurrency? (App)
Submit a request via the Deposit Self-Service Tool after depositing an unsupported cryptocurrency
If you discover that the cryptocurrency you deposited is not supported by the platform, you may submit a request for assistance through the Deposit Self-Service Tool. Please follow the steps below:
Open the app, select the Main menu icon in the upper-left corner, then select Get help.
2. Select Check recent transactions > Can't find your recent deposit?.
3. Complete the form by selecting the cryptocurrency, choosing the deposit network, and entering the transaction ID (TXID), then select Check deposit.
Note: When filling out the form, if the cryptocurrency or network is not available in the selection list, you may enter it manually. Please ensure that the cryptocurrency and network names you enter exactly match those on the withdrawal platform to avoid incorrect processing or extended processing times.
4. If the system indicates that the transaction ID cannot be found, select Request Help, complete the required information as instructed, and submit your request.
5. After submission, a representative will assist with your request. Please wait patiently for updates. You may also visit the Help Center and select Check your tickets to check the latest status of your case.
Important Note:
Deposits made via unsupported networks or for unlisted cryptocurrencies are generally not refundable. We strongly recommend confirming supported cryptocurrencies and networks before making a deposit to avoid potential losses.
OKX will make reasonable efforts to assist with recovery where possible; however, refunds are not guaranteed.
Please provide complete and accurate information to help expedite the review and handling process.