What should I do if I’ve paid but the seller didn't release the crypto?
After making the payment to buy crypto, you need to select I have paid on the page so the seller can release the crypto to you.
If the seller didn't release crypto for a significant amount of time, you can contact the seller through the order chat. However, if you can't reach the seller, kindly submit a dispute as soon as possible.
Seller forgot to release crypto or hasn't verified the payment
What should I do as a buyer:
You can contact the seller through the order chat.
On the app: Go to P2P trading > Orders > Select the order in question > Chat
Notes:
In verification order mode, the seller may require buyers to provide a screenshot of their payment account’s transaction details.
If you don't wish to proceed, you can cancel the order before it’s accepted. This cancellation won't be counted and won’t affect your account completion rate.
If you don't wish to provide payment account's transaction details, you can trade with sellers who don’t require it.
What should I do as a seller?
You can share your concern with customer service agents and a specialist will follow up to verify whether the buyer's payment was made using the real name.
On the app:
Go to P2P trading > Orders > Select the order in question > Need Help
Select the category of your dispute > Upload a screenshot of the buyers' payment proof and add your remarks > Submit Dispute
What should I do if I am unable to contact the seller?
You can file a dispute with OKX support.
On the app:
Go to P2P trading > Orders > Select the order in question > Need Help
Fill in the dispute details as required on the page > Submit Dispute
Note: if you send a payment red packet through a third-party platform (e.g., WeChat) and the seller can't receive it due to risk control restrictions,
The red packet will automatically return to your account after 24 hours.
If the order is still not completed after the red packet is returned, you can cancel the order yourself.
How do I enable camera and photo permissions to upload relevant documents to customer service ?
If you are unable to upload payment receipts or related documents, it may be due to your phone's permission settings. You can try enabling the storage and camera permissions in your phone's app permission management.
For more information on issues with being unable to pay when buying crypto, please refer to: Why can't I make a payment when buying crypto?