Why do I need to complete an identity re-verification during the service update? (LATAM)

OKX is carrying out an update to its services in April 2026 in order to comply with the current local regulations in Latin America. As part of this improvement, users are required to complete an identity re-verification in order to continue using all platform services, as well as some additional features we have planned for our LATAM users.

What should I know?

• Funds are safe: your funds are not affected by this update at any point.

• Same features: the platform remains the same. We are only updating the legal entity that provides service to the region.

• Legal requirement: it is a mandatory process that applies to all users in the region.

How does this update affect me?

The service update requires you to re-verify your identity. You will receive a message in the app or on the website indicating a deadline to complete the process. If you do not complete it on time, some features of your account will be temporarily restricted:

1. Receive notification: a message informs you of the deadline to re-verify your identity.

2. Confirm your country of residence: select your current country.

3. Upload your document: provide your valid national ID document (DNI, cédula, DUI, or passport, depending on your country). Make sure the document you use matches your country of residence.

4. Facial verification: complete facial recognition with a live selfie.

FAQ

1. Why am I being asked to verify my identity again if I have already completed identity verification?

As part of an update to our systems, we require all users in the region to update their identity verification in order to comply with current local regulations. This is a mandatory legal requirement that applies to all platform users, not only to your account. It is a reconfirmation of your information as part of our system update.The process generally consists of:

• Confirming that your personal information is still current (name, date of birth, country of residence)

• Providing your valid ID document

• Completing a facial verification (live selfie)

We suggest you access the verification section in your account and follow the steps indicated by the system. If you run into any issue during the process, please do not hesitate to contact us and we will gladly assist you.This verification allows us to continue offering you our services safely and in compliance with the law.

2. What happens if I don't complete the verification before the deadline? Will my account be closed?

Your account will remain active but with restrictions, and your funds will be completely safe.If the verification is not completed before the indicated date, certain features of your account (such as trading, deposits, and withdrawals) will be temporarily restricted until the process is finalized. However, you will be able to complete the verification at any time after the deadline to restore full access to all functionalities.> Note: We recommend completing the process as soon as possible to avoid any interruption in the use of your account.

3. I made a mistake when selecting my country of residence during verification. How do I correct it?

If you selected the wrong country, you can try to correct it by going to Profile > Country or Region > Change region.If the system does not allow you to make the change on your own, don't worry. Our specialized team can assist you via live chat to start the process of resetting the verification and allow you to select the correct country.To do so, we will need:

• A screenshot of the error or the screen you are currently seeing

• Confirmation of your current country of residence.

• The type of ID document you have.

We will escalate your case to the appropriate team and notify you through your ticket as soon as the change has been completed.

4. Is OKX still the same platform?

OKX is strengthening its presence in Latin America to offer a more localized service, in compliance with each country's regulations.Here's what you need to know:

• Your funds are completely safe and are not affected by this update

• The platform's functionalities remain exactly the same

• This is an administrative update to comply with your country's regulations

• The re-verification being requested is part of this update process

This is an improvement that reflects our commitment to regulatory compliance in your region and to providing better service to you.

5. I only have one type of ID document and the system doesn't accept it. What do I do?

We accept valid national ID documents from eligible countries that meet the requirements for your region. Documents must:

• Include your full name, date of birth, date of issue, and expiration date

• Not be expired

• Be legible and with the photograph clearly visible

• Show all four corners of the document

If your document meets these requirements but the system continues to reject it, please contact us via chat with a screenshot or video recording of the error. Our team will review your case and guide you on how to proceed.Note: we suggest verifying that the country of residence selected in your profile is correct, as this affects the types of documents accepted.

6. Verification is failing: facial recognition doesn't detect me or the app closes. How do I fix this?

We suggest the following steps to resolve it:

1. Make sure the OKX app is updated to the latest available version. You can even reinstall it completely

2. Check that the camera lens is clean and unobstructed

3. Try the process from a well-lit place, preferably with natural light

4. If possible, try from another device

If you have exhausted the allowed attempts, the system will indicate a waiting period before you can try again. Please respect this period and try again later.If after following these steps the problem persists, please make a screen recording showing the full process up to the point where the error appears, and share it with us so that we can escalate your case to the technical team.

7. Can I verify myself from where I currently live?

You can update your country of residence by going to Profile > Country or Region > Change region.Please note that when changing your country of residence:

• You will need to provide a valid ID document from the new country, or a document accepted for that region

• You may need additional documentation proving your new residence

• Your account will be updated in accordance with the regulations of the new country

If the system does not allow you to make the change on your own, please contact us via chat and we will escalate your case to the specialized team, which will be able to assist you with the update.

I couldn't find the answer that I was looking for?

For further assistance, visit our OKX Help Center or reach out to our OKX Assistant — available 24/7, every day of the year, via the in-app chat.