I haven't received the verification code

Published on Aug 16, 2023Updated on Apr 7, 20266 min read32,693

1. Why am I not receiving the SMS authentication code?

We send SMS codes to the mobile phone linked to your OKX account. Codes may take some time to arrive, and each is valid for 10 minutes. Your account will be locked if you enter incorrect codes 6 times within a period of time. If you're not receiving codes, try these solutions:

  • Clear your browser or mobile app cache, then request a new code.

  • Request a code on different OKX platforms: desktop browser, desktop app, mobile browser, or mobile app.

  • If you can't log in, switch to other alternatives, see the steps below to know how it's done.

Note: SMS security codes are only sent through standard mobile carriers. Other messaging services (such as WhatsApp, Telegram, or third-party apps) are not supported for receiving SMS verification codes.

How can I troubleshoot when I don't receive the SMS code?

If you’re having trouble receiving verification messages, try the following:

  • Restart your phone: Long device uptime may affect signal reception. Restart your phone and try again.

  • Check dual SIM settings: If you’re using dual SIM, try swapping the SIM card slots and resend the verification message.

  • Check storage space: Make sure your SMS inbox isn’t full. Delete old messages if necessary.

  • Review blocked messages: Check whether security apps or system settings are filtering or blocking SMS messages.

  • Disable SMS-blocking apps: Temporarily turn off any SMS-blocking or filtering apps on your device.

  • Check carrier status: Visit your mobile carrier’s official website or app to confirm whether the message was successfully delivered.

  • Use voice verification: Wait 60 seconds, then select Voice Verification to receive a call instead of an SMS.

  • Cooling period after failure: If you see “SMS sending failed,” wait about 2 hours before trying again.

  • Number portability issues: If you recently switched carriers while keeping the same phone number, delivery issues may occur. Please inform customer support for further assistance.

If you still don’t receive any messages, follow the steps below to use another authentication method.

On the app

  1. Select Didn't receive anything?

    Select didn't receive anything to change different verification method

  2. You can choose an alternative verification method, such as the Authenticator app, voice call, or email, to complete the verification.

    Select other alternative authentication methods if your SMS code doesn't arrive

On the web

Select call me instead if you can't receive the SMS code

Select call me instead if you are unable to receive the code

Note:

  • Use a trusted device: If you're already logged in on another device, try completing the OTP verification on that device instead.

  • If the above doesn’t help, you can try to self-reset your mobile number from our App according to our guidance

  • If self-reset still doesn't work, submit a request or contact our customer support via the chatbot in Support Center. Please use your email linked to the OKX account with login issue to contact us.

2. Why am I not receiving the email authentication code?

If you're not receiving the code, you can try the following methods.

  • Check your spam or junk folder and your email's filter settings to see if any authentication code emails have been misdirected.

  • If your spam folder is full, try clearing some space in it. Then add the following email domains to your email whitelist, wait 10 minutes, and try requesting the authentication code again.

  • Update the app: Go to Menu > About OKX > Check updates. Once the app is updated to the latest version, try requesting the authentication code again.

  • If the page shows that the authentication code failed to send, please wait 1 hour before trying again.

  • If you've tried all the steps above and still can't receive the email authentication code, please contact customer support with the following information:

    • Your updated app version number

    • A screenshot of the authentication code countdown on the current screen

    • The email address that isn't receiving the code

    • The time when you attempted to request the code


Note: if you have a wallet, make sure to back up your seed phrase and private key before updating the app. If lost, the assets in your wallet can't be recovered. To back up, go to your Web3 Wallet > asset bar > more > Wallet Management > Back Up Wallet > Back Up Seed Phrase / Back Up Private Key.

3. Why am I not receiving the authentication code when making a crypto withdrawal or selling crypto?

Why does it say my authentication code is incorrect?

This can happen if you've requested the code too many times in a short period. Wait a moment, then try again. If you're on the app, try switching to the web version instead. Our official website is https://www.okx.com/ (copy the link and open it in your browser). If the issue persists, please contact customer support.

Why do I need to re-verify after entering the authentication code when selling on P2P Express?

This happens because the system matches you with Merchant ads that meet your trading limits, and the price may fluctuate during this process, requiring a new verification. To avoid being prompted for an authentication code too frequently, we recommend not making multiple attempts in a short period of time. You can also go to the P2P marketplace to browse and select a suitable Merchant ad to complete your trade.

Disclaimer
This content is provided for informational purposes only and may cover products that are not available in your region. It is not intended to provide (i) investment advice or an investment recommendation; (ii) an offer or solicitation to buy, sell, or hold crypto/digital assets, or (iii) financial, accounting, legal, or tax advice. Crypto/digital asset holdings, including stablecoins and NFTs, involve a high degree of risk and can fluctuate greatly. You should carefully consider whether trading or holding crypto/digital assets is suitable for you in light of your financial condition. Please consult your legal/tax/investment professional for questions about your specific circumstances. Information (including market data and statistical information, if any) appearing in this post is for general information purposes only. While all reasonable care has been taken in preparing this data and graphs, no responsibility or liability is accepted for any errors of fact or omission expressed herein. Both OKX Web3 Wallet and OKX NFT Marketplace are subject to separate terms of service at www.okx.com.

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