Why is my deposit/withdrawal suspended?

A deposit/withdrawal suspension can be caused by a variety of factors, such as a compliance/regulatory check, mainnet upgrade, wallet maintenance/upgrade, or a hard fork. The timeline for resuming service will depend on the situation, so please be patient or contact the project team for assistance.

Why is my deposit stuck, locked, or pending?

This is most likely because your deposit requires Travel Rule verification. Under EU regulation, the platform sending your crypto must share the sender's information with us. If we don't receive it, or it doesn't match, we're required to verify the sender before your funds can be credited — this applies to deposits of any amount. . Until this verification is completed, your deposit may appear as pending, locked, or stuck.

Go to the Asset page and look for a locked deposit with a Submit button — that's the check you need to complete.

Note: most deposits are released immediately after successful verification. Some require an additional review, which is typically completed within 72 hours. If it's been more than 72 hours since you submitted your details and your deposit is still locked, please contact OKX Support. If you realize you entered something incorrectly, you don't need to contact support — just re-open the locked deposit and submit the details again.

For step-by-step instructions, refer to How do I unlock my deposit when the Travel Rule additional verification is required?

To learn more about the Travel Rule itself, refer to the Travel Rule FAQ (EEA).

What happens if I don't complete the verification?

Your funds are safe — they're held securely in your account and won't be lost. However, the deposit stays locked until the required details are provided and verified, so we recommend completing the verification as soon as you can.

What if the sending platform isn't in the list?

Select Exchange or third-party platform, then enter the platform name manually. If your deposit still stays locked, contact the sending platform and ask them to reach us at travelrule_dd@okx.com with the transaction hash, token, amount, and deposit address — we'll work with them directly to establish a compliant Travel Rule connection.

What if I can't resend from the original wallet address?

Some wallets (hardware wallets like Ledger, for example) generate a new address every time, so you can't resend from the exact original address. In this case, choose Digital Signature instead — connect your wallet via WalletConnect and sign a message to prove ownership. This works even if your wallet generates a new address each time, because it verifies the wallet itself rather than a single address. If your network isn't supported, contact OKX Support to arrange manual verification.

Can my withdrawal get locked for the same reason?

Withdrawals work differently: we ask for the recipient's details when you make the withdrawal, so there's nothing to unlock afterwards. If the required information can't be verified or delivered to the receiving platform, the withdrawal is cancelled and your funds are returned to your account.

Why is my deposit or withdrawal paused for a network or technical reason?

Sometimes funds aren't locked for a check at all — they're paused because of the blockchain network or the project itself. These resolve automatically once the underlying issue is fixed, so no action is needed from you.

Wallet maintenance or upgrade

OKX or a third-party wallet is being upgraded for security or new features. Check the latest announcement for the resume time.

Mainnet upgrade, node upgrade, or network upgrade

The project's blockchain infrastructure is being upgraded or maintained. Follow the project's official announcement — service resumes as soon as the upgrade completes.

Hard fork

The blockchain community disagreed on an upgrade, splitting the chain in two. Wait for the fork to complete — service resumes automatically.

Mainnet migration or token swap

The project is moving from a temporary network (e.g. an ERC-20 token) to its own native mainnet. Follow the project's announcement for the swap timeline.

Airdrop or activity snapshot

Deposits and withdrawals pause briefly to keep the snapshot fair. Service resumes immediately after the snapshot.

Crypto delisted

The token no longer meets OKX's standards, so deposits are disabled. Withdraw the asset as soon as possible — refer to what to do with untradable assets.

Project-side technical, security, or operational issue

The project has a bug, a security concern, or is winding down. Watch OKX's announcements, or contact the project's own support team.

Still stuck?

If you've checked the reasons above and your deposit or withdrawal is still delayed, contact OKX Assistance with your transaction ID so the team can look into it directly.