What should I do if my phone number/email address/authenticator app is unavailable?
If your security settings (phone number, email, or Authenticator app) are unavailable and need to be reset, withdrawals and C2C selling will be unavailable for 24 hours after the reset. While logged in, tap the grid icon in the top-left corner > Account > Security > Verification methods, then select the security verification item you want to reset. While logged out, enter your account credentials to log in. On the identity verification page, tap Can't verify? > Reset 2FA, then select the item you want to reset. You can use the self-service button below to resolve this:
If you can't use a two-factor authentication (2FA) method, follow the steps for your situation:
Case 1: You're logged out
On the login page, enter your account credentials and tap Log in. On the verification code page, tap Can't verify?
Tap Reset 2FA and select the item you want to reset — Reset phone number, Reset email, or Reset authenticator app — then follow the on-screen instructions.
Note:
If you've self-frozen your account, you won't be able to reset your security verification items.
If you can't log in and need help from a customer support agent, go to the login page and tap Get help > Contact support.
If the app prompts you that your version is too old, download the latest version and try again:
If neither your phone number nor email is accessible, refer to Case 3.
Case 2: You're logged in
Open the app, tap the grid icon in the top-left corner > Account settings > Security > Email > Change email address.
Tap Can't verify? and select the item to reset. Using Reset phone number as an example: enter the email verification code and authenticator app code, then tap Confirm > Verify now. Complete identity verification (facial recognition) and bind your new phone number or email.
Note:
To keep your assets secure, after resetting or changing your phone number or email, withdrawals (including transfers to OKX users and third-party platforms, and sending gifts) and C2C selling will be unavailable for 24 hours.
If facial recognition fails, see: What should I do if facial recognition fails?
2FA can't be turned off.
For more help, see:
Case 3: Both your phone number and email are inaccessible, and you can't log in
If you can't receive verification codes on either your phone number or email, you won't be able to log in by resetting your 2FA. You'll need a new account and use the phone number/email migration process to link a working phone number or email to your verified old account, restoring your login access.
For step-by-step instructions, see: How do I migrate my phone number/email if my ID is occupied?
Note:
The migration process requires facial recognition for identity verification. If facial recognition fails, see:
After migration, your original phone number/email will be replaced by the new one. Once the migration is complete, withdrawals and C2C selling will be unavailable for 24 hours.