How do I check the status of my returned withdrawal?

How can I check the status of my returned withdrawal?

1. Head to the website and select the chatbot button situated at the bottom end of the page.

2. Continue the conversation within the chatbot system in any language that you prefer.

   

   Start the conversation via the chatbot system on the main page of the OKX website

3. You'll be prompted to select the common topic, choose Withdrawal as your topic.

   

   Select Withdrawal as the topic for chatbot to react to

4. You'll see a list of frequently encountered withdrawal topics. Choose the topic Withdrawal has been returned by the receiving platform for your specific issue.

   

   Select Withdrawal has been returned by the receiving platform as the sub-topic

5. The chatbot will assist in submitting a ticket to our customer service, but it'll require several details from you. Firstly, you need to provide the Token type.

   

   Respond to the following questions to proceed

6. Provide the withdrawal ID and returned TxID from the receiving platform details of the addressed transaction as requested by the chatbot. You'll also be asked to briefly explain the issue that you're facing.

   

   One step closer with the withdrawal ID and returned TxID from the receiving platform of the transaction

7. The ticket has been created and OKX customer service will reach out to you within 10 hours.

   

   Customer service will reach out to you once they have the full details

Note: to help speed up the investigation, please prepare one full video recording that covers the following:

1. Conversation with the external platform’s customer support

   • The conversation must state the reason for the returned withdrawal.

   • It should clearly include:

     • Withdrawal TXID from OKX

     • Refund TXID from the external platform

     • Token type

     • Token amount

2. Deposit address (with tag/memo, if needed)

   • Show the deposit address for the specific token type on the external platform.

   • This is required if the withdrawal was returned due to a wrong or missing tag/memo.

Important things to note:

• Record the video using a separate device (screen recordings are not accepted).

• The conversation must be with human support on the external platform.

  • Refund TXIDs from self-service disputes are not accepted.

  • The video must show that the withdrawal TXID from OKX was not successful.

  • The conversation must confirm that the refund was issued because the withdrawal TXID wasn't accepted.

  • The full withdrawal TXID, token type, and amount need to be visible.

• The video must be one continuous recording (no edits or multiple clips).

• If the video file is too large, upload it to a cloud drive and share the link (ensure access permissions are granted).