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

  

  App: translate English to your spoken language

  

  Web: translate English to your spoken language

On the app

I can login to my OKX account

After logging in, you can find your ticket from My Tickets page

1. Go to Menu

2. Select Get Help under More

3. Select the Check your tickets self-service tool card on the support page to access the My tickets page

4. Locate your ticket under Active tickets, then select Join queue to enter the room.

   

   Select Join queue when you're ready to join the call

I can't login to my OKX account

Go to your email and join the video call queue when you're ready.

Note: If you have previously scheduled a video call session, you may follow the steps below to join.

1. Select Help Center on the login page

   

   Select the icon at the top right corner

2. Select ticket center > Help icon on the login page

   

   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: after your contact email is verified, you'll receive ticket updates via email. You can also locate your ticket in your inbox and join the video verification call directly from the email notification.

On the web

I can login to my OKX account

1. Log into your OKX account and go to My tickets page

2. Select the Join video call under your Active tickets to join the video call

   

   Join video call from your active tickets

I can't login to my OKX account

Go to your email and join the video call queue when you're ready.

Note: If you have previously scheduled a video call session, you may follow the steps below to join.

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 email OTP will be sent to the verified contact email you used during your chat or ticket with customer service.