P2P (Peer-to-Peer) trading on OKX offers a secure and convenient way to buy or sell cryptocurrency directly between users. While most transactions proceed smoothly, disputes can occasionally arise. Understanding how to file a complaint effectively ensures your concerns are addressed promptly and fairly. This guide walks you through the entire process—from when to file a complaint, how to submit it on both mobile and web platforms, to tracking its status and resolving common issues.
Whether you're a buyer or seller, knowing your rights and responsibilities during a P2P transaction is crucial. OKX provides a structured support system to mediate disputes, but timely action and accurate information are key to a successful resolution.
👉 Discover how to protect your crypto trades with simple dispute steps.
When Should You File a P2P Complaint?
You can file a complaint in the following situations:
- As a seller: If the buyer marks the payment as completed but you haven’t received the funds in your bank account or payment wallet.
- As a buyer: If you’ve made the payment but the seller hasn’t released the cryptocurrency from escrow.
- After transaction completion: If an issue arises post-trade, such as receiving incorrect amounts or unauthorized activity.
OKX’s customer support team reviews every complaint carefully. However, processing time may take up to 24 hours, depending on case complexity and responsiveness from both parties. The more accurate and detailed your evidence—such as payment receipts, chat logs, or transaction IDs—the faster your case can be resolved.
How to File a Complaint on Mobile App
Filing a complaint via the OKX mobile app is straightforward:
Go to the Order page for the transaction in question and tap Need Help?
This is the primary entry point for submitting a P2P dispute.
- On the Help screen, select the specific issue you're experiencing (e.g., "Buyer hasn’t paid" or "Seller hasn’t released crypto").
- Tap File Complaint and follow the on-screen instructions to submit your case and upload supporting documents.
You’ll receive real-time updates within the app and via email once support responds.
How to File a Complaint on Web Platform
The process on the OKX website mirrors the mobile experience:
- Navigate to My Orders and locate the relevant transaction.
- Click Need Help? to open the support window.
- A pop-up will prompt you to describe your issue. Select the appropriate category before clicking Get Help.
- Choose File Complaint, then follow the prompts to submit your evidence and finalize the request.
This method ensures your case is logged directly into OKX’s dispute resolution system.
👉 Learn how to resolve crypto trade issues in minutes.
Where Can You Check Your Complaint Status?
After submitting a complaint, you’ll receive an email confirmation sent to your registered address. Additionally, you can track the progress of your case in real time:
- On mobile: Go to Order Details > Complaint Details
- On web: Visit My Orders > View Order > Complaint Status
Here, you’ll see updates from the support team, any requests for additional information, and the final resolution outcome.
Frequently Asked Questions (FAQ)
How do I contact the buyer or seller before filing a complaint?
We strongly recommend communicating directly before escalating to a formal complaint. To message the counterparty:
- Open Orders (mobile) or My Orders (web).
- Select the relevant trade.
- Tap the Message icon to start a chat.
Many issues can be resolved quickly through direct conversation.
What should I do if the buyer clicks “Payment Made” but hasn’t actually paid?
Never release cryptocurrency until you’ve confirmed receipt of funds in your bank or payment app. Some payment methods may take 1–3 business days to settle.
If the buyer fails to complete payment:
- Request they cancel the order voluntarily.
- If unresponsive, file a complaint via Need Help? > File Complaint and provide evidence that no payment was received.
What if I’ve paid but the seller won’t release my crypto?
First, use the in-app chat or click Remind Seller on the order page. If there’s no response within a reasonable time, escalate by filing a complaint:
- Open the order.
- Tap Need Help?
- Select your issue (e.g., “Seller not releasing crypto”).
- Upload proof of payment—screenshot of transaction ID, bank transfer receipt, or e-wallet confirmation.
The support team will review your evidence and act accordingly.
What happens if I accidentally release crypto without receiving payment?
We understand mistakes happen. If you’ve released funds prematurely:
- Go to Orders > Select Transaction > Need Help?
- Choose “Released crypto by mistake” or similar reason.
- Submit your explanation and any available context.
While recovery isn't guaranteed, OKX will assess the case based on available data and may assist in contacting the buyer.
Can I cancel my complaint after submitting it?
Yes. You can withdraw your complaint at any time from the Complaint Details section of the order page, as long as it hasn't been fully processed or resolved.
Can I file a complaint for a trade older than 3 days?
No. Users must file complaints within 3 calendar days of the transaction initiation. After this period, the system no longer accepts new disputes for that order.
Best Practices for Smooth P2P Trading
To minimize disputes:
- Always confirm payments before releasing crypto.
- Use only verified payment methods linked to your identity.
- Keep chat records and transaction proofs for at least 7 days.
- Respond promptly to messages and support requests.
👉 Stay safe in P2P trades—know your next move when issues arise.
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By following these guidelines, you can confidently navigate any challenges during your P2P trading experience on OKX. Prompt action, clear communication, and proper documentation are your best tools for securing a fair outcome.