How do I prevent fake customer service scams?

Common scammer tactics

1. Impersonating platform officials or law enforcement for scam

Scammers impersonate official staff or operations personnel, luring users to claim password red packets, airdrops, and other enticing actions to steal users' wallet information or assets; or they falsely claim that orders are being handled by official customer service representatives, then guide users to make offline transfers or authorize transactions, resulting in loss of user funds.

2. Build trust, send illegal links

• Scammers contact users through IM (the built-in chat feature in the OKX App), social platforms, email, SMS, and other methods, impersonating platform customer service or other official personnel. They use excuses such as 'removing account risks' or 'cooperating with security checks' to send illegal links to users.

• They may also impersonate judicial personnel or lawyers, claiming that the user's account is involved in money laundering risks due to illicit funds or crypto. They will ask users to cooperate with investigations or assist in resolving disputes, exploiting users' panic to guide them into providing platform or bank account information, withdrawing funds, or transferring assets, ultimately deceiving them.

3. Impersonating officials to request screen sharing.

• Scammers may impersonate official representatives, approach users to gain their trust, and ask users to download meeting software, share their screen, and guide them to withdraw crypto or directly steal their private keys to defraud assets. When users are creating a wallet, scammers can obtain the user's wallet private key information through screen sharing. After the user transfers assets to the wallet, the criminals will extract the assets from the user's wallet to their own account, or directly guide the user via screen sharing to transfer the assets to the scammer's own wallet.

4. Fake official personnel scams / Fake official community scams

• There are many fake official communities on Telegram, mostly filled with bots and fake accounts. Scammers may post false investment information in these groups, such as crypto swaps, withdrawing funds to wallets for return, or scanning codes to receive airdrops. Do not trust these messages, and avoid clicking on unfamiliar links or following tutorial instructions in the group. It is essential to protect your personal assets and prevent falling victim to scams.

• When you ask about platform services in the official group, you may receive private messages from people pretending to be official staff, such as guiding you to claim a code-based red packet or asking for your information under the pretense of helping you lift risk controls. Please do not trust them, and never provide any account information.

• You may receive private messages from strangers on Telegram at any time. If someone recommends a project, asks you to transfer funds, or sign up unknown software, please stay alert to avoid loss of funds or information theft. You may also receive suspicious links or unknown files, often named as official announcements or containing explicit content. These files are likely to be Trojan viruses, so do not download or click on them lightly.

5. Conduct private transactions of cryptocurrencies or swag.

Scammers often post or proactively contact users through various channels to offer crypto (such as USDT) at low prices or buy them at high prices. During the transaction, the other party may refuse to pay or not release the coins, or may deposit fake tokens to you, resulting in asset loss. In addition, scammers may also post information about selling virtual recharge cards such as fuel cards or phone cards at low prices, guiding user to purchase them with crypto and withdraw the coins to a designated address. After conducting a few small transactions to gain your trust, they may use various excuses to guide you into making a large one-time transaction. At this point, the scammer may not deliver the goods after receiving the coins, or may even block you.

How to prevent

1. Official operations will never proactively message any user. Please do not easily trust private messages claiming to be from official staff. If you need to contact us, please make sure to identify the group administrator badge.

2. Do not believe anyone on Telegram claiming they can help you lift risk controls is a scam;

3. The platform's official team will not send text messages or call users without reason. Anyone who asks for your password, SMS code, or Google verification code under any pretense is a scammer. Do not provide any such information. If you encounter this situation, you can perform official channel authentication on the OKX platform.

4. No staff member from any judicial or public security agency will ever ask you for any password or verification code information on the grounds that your account is at risk of money laundering, nor will they require you to withdraw, transfer, or move your assets. Please stay alert to any claims or actions from individuals privately asking you to conduct related asset transactions.

5. Criminals often use phone numbers from places like Hong Kong, China to contact users. Please stay alert if you encounter such numbers.

6. Please do not disclose your wallet password, private key, seed phrase, or Key store file to anyone to avoid asset loss.

7. OKX officials will not contact you privately to request your account password or any other security information.

8. When it comes to any account asset security information, never engage in actions such as 'screen sharing' or 'taking photos/screenshots and sending them.' Please remain highly vigilant.

9. Never tab on suspicious links sent through unofficial channels or log in to unsafe websites to avoid leaking your account and password, which could result in unnecessary losses.

10. Private transactions carry significant risks. Do not easily trust information on social platforms about high-priced purchases or low-priced sales that may induce transactions.

11. OKX does not encourage users to conduct private transactions outside the platform. Such transactions do not comply with the platform's trading procedures, and in the event of scam, the platform will be unable to assist.

12. If you receive a call, email, or message from someone claiming to be an "official representative," you can authenticate their identity. On the Home screen of the app, click on the personal center in the top left corner, go to the support center, and select Official Channel authentication. Copy the user service account information and choose the appropriate authentication channel within the official channels to authenticate.

    For example, open Discord, tab on Customer Service > go to the personal information page > copy the account > authentication page, select the authentication channel to check the result.

    

    For more authentication methods, please refer to: How to properly authenticate official channels?

Please make sure to recognize the official OKX Telegram group:

• OKX official Chinese group: https://t.me/OKXGroup_CN

• OKX Web3 official Chinese group: https://t.me/OKXWallet_CN

• If you cannot determine the authenticity, you can verify through the official channels on the OKX platform or contact customer support for confirmation.

• Do not easily join or trust any exchange, arbitrage, or trading groups. Be cautious of any projects that claim high returns or safety and stability.