If you've completed payment in OKEX's OTC (Over-the-Counter) trading but haven't received your coins, follow these steps to resolve the issue:
Immediate Actions:
Check Transaction Status:
- Verify if the seller has marked the payment as "confirmed."
- OTC trades typically require manual confirmation from both parties.
Contact the Seller:
- Use OKEX’s chat feature to politely remind the seller to release the coins.
- Delays may occur due to bank processing times or seller oversight.
Wait for Processing:
- Sellers usually release coins within 5–15 minutes after payment confirmation.
Escalation Steps:
Open a Dispute:
- If the seller doesn’t respond within 30 minutes, file a complaint via OKEX’s official customer support.
Provide:
- Transaction ID.
- Payment proof (screenshots of bank transfer/UPI receipt).
Customer Support:
- Submit a ticket on OKEX’s Help Center (👉 How to contact OKEX support).
- Support teams typically resolve disputes within 24–48 hours.
Preventative Tips:
Trade with Verified Merchants:
- Prioritize sellers with high ratings and transaction volumes.
Enable OKEX’s Escrow Protection:
- Funds are held securely until both parties confirm the trade.
FAQs:
Q1: How long should I wait before reporting a missing coin issue?
A: Wait at least 30 minutes after payment confirmation. If unresolved, contact support.
Q2: What if the seller claims payment wasn’t received?
A: Share your payment proof via OKEX’s chat. Dispute fraudulent claims through OKEX’s ticket system.
Q3: Can OKEX reverse a completed transaction?
A: No, but they can mediate disputes and penalize non-compliant sellers.
Q4: Are bank delays common in OTC trades?
A: Yes, especially during peak hours. Confirm with your bank if delays exceed 1 hour.
👉 Learn more about secure OTC trading practices. For urgent issues, escalate via OKEX’s 24/7 support.
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