What is a remote access notification?
Why does it show [Remote Access]?
To enhance the security of your account, we require users to promptly verify and update their account information. If you receive a system message indicating access from an unusual location, please follow the on-screen instructions to confirm your location.
How should I handle this issue?
You may select according with your situation: I live in xx or I have relocate to another country.
1. You have not changed your place of residence:
If your current country of residence matches your account registration information and you have not changed your residence, please select I live in xx as shown on the page.
2. You currently relocate to another country/region:
If you have moved to another country, it is recommended that you promptly update your account's country of residence. You need to accurately select I have relocate to another country in the questionnaire. You will then be able to update your account's country of residence on your own. The page will prompt you with the corresponding verification steps. After completing all the verification steps, you will be able to continue using your account as normal.
How can I view this questionnaire?
Method 1: Tap the reminder bar at the top of the app Home page to enter.
Method 2: You will receive a message via email. Select Confirm Information.
Method 3: Home > Main menu > Profile > Identity verification > Verify Now.
How do I update my address and submit PoA?
Note: If you confirm that you have not relocated to another country, we may need you to update your current personal information and submit proof of residential address from the past 3 months for authentication.
If you receive such a request, please follow the instructions on the Home page to update your current residential address information and submit a proof of address document:
1. Enter your residential address
Please provide your current, detailed, and accurate residential address information, which must match the address document you are preparing to submit.
2. Submit a valid proof of residential address document
Please submit a document that includes your full name, complete address, and was issued within the last 3 months. Acceptable documents include utility bills, official letters, or bank statements.
How can I provide proof of my residential address?
To successfully complete authentication, please make sure the documents you provide meet the following requirements:
Please make sure the document is issued with your name and includes your current full residential address;
The document must have been issued within the last 3 months;
All four sides and corners of the document must be clearly visible, with no cropping allowed;
Only photos of original documents or PDF formats are accepted. Photos of re-photographed documents, handwritten fonts, or screenshots will not be accepted.
Note: Please ensure your document meets the requirements of the "Verification Guidelines" before submitting. Documents that do not meet the requirements cannot be used as valid verification materials. Additionally, you can refer to"How do I submit my proof of address (POA)?" to see examples of proof of address documents.
What are the acceptable proof of residential address documents?
File type | Recommended file | Special elements of the document |
Official government-issued identification documents. | Driver's license or resident card | Original document within the time limit |
Bank and credit card account histories | Bank account transaction account history details Credit card account transaction account history details | Show bank account history with detailed addresses |
Utility bill/invoice | Utility account history such as water, electricity, natural gas, and broadband | If it's an invoice document, make sure the detailed address is shown in the remarks section at the bottom right corner. |
Tax documents | Valid tax bill, tax report, or tax return | A complete address must be displayed |
Lease Agreement | Housing rental agreement | The remaining lease term must be at least 2 months, and it must include a stamp, rental period, and signing date. |
Employment verification letter | Payroll/pay stub | Issued by the employer, must specify the full residential address, and display company letterhead and official stamp information. |
Insurance contract | Car or home insurance | The policy must be signed within one year, and the document must have been issued within the last 3 months; the signing date and document issuance date must be clearly indicated. |
Letters issued by public institutions or government agencies | Residence certificate issued by the subdistrict office/community committee School or property management institution | It must include the official stamp of the issuing organization and the date of issuance, and specify the period of residence. |
FAQ:
1. What should I do if I move to another country?
If you have relocated to another country, please update your account's country of residence in a timely manner. You need to accurately select I have moved to another country in the questionnaire. Then, you will be able to update your account's country of residence on your own. Follow the instruction on the page to complete the corresponding identity verification process, and you will be able to continue using all account features as normal. Friendly reminder:
According to the laws and regulation of different countries, some countries may not support certain features. For example, you may not be able to use the C2C.
OKX does not accept certain users. We may not offer all services in every market and jurisdiction, and we may restrict or prohibit the use of some or all services in restricted location. If you have any questions, please refer to our Terms of Service and Risk Disclosure and Disclaimer for more details.
2. I am currently abroad, What should I do if I prefer not to update my COR？
If you have relocated to another country, please update your account's country of residence in a timely manner to enhance your account security. If you are experiencing any difficulties, you may update your information once you return to your country.
Note: If you do not complete the verification within the specified time, some functions will be restricted and unavailable. However, rest assured that your withdrawal function will not be affected, and you can transfer your account assets at your discretion. For any subsequent restrictions or freezing of functions, please refer to the prompts on the page.
3. What should I do if my proof of address (PoA) is different from the registered address on my ID and I am unable to provide a PoA that matches my ID?
Please rest assured that we only need you to update your "current primary residence address" information. It is fine if this address differs from the one on your ID. You can provide your current address information along with supporting documents for authentication. If you have moved to another country, please also select I have moved to another country.
4. What should I do if my proof of address is rejected with the message 'The address does not match the provided proof of address'?
It’s possible that the address details you entered on the verification page do not match the information shown on your submitted proof of address document, which may have caused the verification to fail. We recommend that you re-submit your verification and ensure that the address information you provide matches exactly with what is shown on your document.
5. It is possible to postpone answering the questionnaire?
We apologize for any inconvenience. The questionnaire is triggered automatically by the platform system and cannot be delayed or modified in any way.
6. Do I still need to update my country of residence (COR) even though I have not changed my nationality but am currently living in a different country?
To enhance the security of your account, we require users to update their real address information. If you are currently residing in another country, please select [I have moved to another country] to update your account's country of residence in a timely manner.
7. If I select "I have moved to another country", do I need to submit any documents?
If you have updated your region/country of residence, you may be required to provide proof of local residential address for authentication.
8. I haven't changed my nationality at the moment, I'm just temporarily living here. Do I still need to change my country of residence?
We sincerely apologize for any inconvenience this verification has caused you. We need you to update your current account residential address information to enhance your account security. If you are currently residing in another region, we recommend clicking I have moved to another country to promptly update your residential area.
9. If I change my country of residence, will my affiliate identity be affected?
After updating your country of residence, you can still continue as a affiliate, but you may not be eligible for referral rebates from invitees in different countries. For example, you may no longer receive rebates from your previous country/region. If you have more questions, you can learn more through the "Node Referral & Rebate FAQ" and "OKX affiliate Program Rules".
10. I tried to update, but during the process the system prompted "System error, please try again later" or "Please close Grow services" and other issues. What does this mean?
We recommend that you contact customer service promptly for assistance.
11. If I change my country of residence, can I switch back to my original country of residence now?
Currently, once changed, it cannot be modified again. However, if you need to make any changes, kindly contact our customer service at that time to obtain the most accurate information and solutions.
12. If I move to another country, can I still use my C2C?
Sorry, after update your country of residence to another location (while your nationality remains the same), you will not be able to use the C2C function.
13. Can all the features currently be used in other countries as well?
We may not offer all services in every marketplace and jurisdiction, and may restrict or prohibit the use of some or all services in restricted location. If you have any questions, please refer to the Terms of Service and Risk Disclosure and Disclaimer to learn more.
14. Is trading on OKX available to U.S. users?
Yes, currently the United States supports using OKX, but some regions are not available; if you are in an unsupported region, the residence change page will directly prompt you with Not supported. If you have any questions, please refer to the Terms of Service and Risk Disclosure and Disclaimer to learn more.