OKX's P2P trading platform provides a secure and user-friendly marketplace for buying and selling cryptocurrencies. Users can file appeals in the following scenarios:
- When selling cryptocurrency via P2P, you may appeal if the buyer marks the order as paid but the seller hasn’t received payment.
- When purchasing cryptocurrency, you may appeal if the seller fails to deliver the crypto.
- After completing a transaction, you can file an appeal within the order if issues arise.
Support specialists thoroughly review all appeals, so resolutions aren’t instantaneous. Dispute outcomes depend on responses from both buyer and seller. Providing detailed information accelerates the process. Our team responds within 24 hours.
How to File an Appeal
Via Mobile App
- Navigate to the canceled order page and select Need Help?
(Use this option to initiate an appeal.) - The Get Help page will appear. Select your appeal reason.
- Click Submit Appeal and follow on-screen instructions.
On the Website
- Locate the canceled order and click Need Help?
- A pop-up will prompt you to describe the issue. Select the appeal reason before clicking Get Help.
- Click Submit Appeal and follow the instructions.
Checking Appeal Status
After submission, you’ll receive an email notification. Track progress under the Appeal Details tab in the order.
Frequently Asked Questions
How do I contact the buyer/seller?
We recommend messaging the counterparty first:
- Go to Orders (app) or My Orders (website).
- Click the message icon to chat.
What if the buyer confirms payment but didn’t pay?
Never release crypto without verifying payment receipt. Some methods take 1–3 business days. If the buyer can’t pay, request order cancellation via appeal:
- Select the order.
- Click Need Help?
- Choose the relevant issue.
👉 Resolve payment disputes now
What if I paid but received no crypto?
Remind the seller via chat or click Remind Seller in the order. If unresolved, file an appeal with payment proof.
What if I accidentally released crypto without payment?
File an appeal under the order’s Appeal Details with relevant evidence.
Can I cancel an appeal?
Yes, you may withdraw it anytime from the order page.
Can I appeal transactions older than three days?
No. Appeals are only valid for transactions within three days.