Complaints Handling Process
The Company prides itself in providing its customers with high-quality service and support. Customers are encouraged, wherever possible, to submit any complaints directly with our Customer Service Team via the channels described below. Customers are not subject to any fees or charges for the submission or handling of any complaints.
Online “Contact Us” form submission | The Company strives to offer 24/7 monitored support services to both current and prospective customers through the online “Contact Us” link located at the bottom of OKX website. |
Enquiries/Complaints can be made via support@okx.com and are generally responded to within 1 business day. | |
Ticket | Tickets can be submitted via contact page or through the AI bot after the customer log-in to their account, and are generally responded to within 1 business day. |
LiveChat | Complaints or enquiries can be reached to live agents through the website help center. This will enable faster response times. |
In cases where a customer lodges a complaint that exceeds the purview of our Customer Service Representatives or entails interactions with third-party entities such as banks, payment vendors, product vendors, etc., our specialized Vendor Management teams will establish communication with the relevant account manager from the third-party side, with the objective of securing resolutions within the stipulated turnaround time. Any further elevation of the complaint will be directed to the Company's Compliance team for subsequent handling and resolution.