Account recovery
A new device, a new number and a lost authenticator are different problems. If you can still sign in, use the official security-change flow. If not, recover the original account from the official login page rather than paying a private 'unlock' service.
A new phone with the same number may still receive SMS while lacking authenticator entries, passkeys or trusted-device status. Keeping the old device after changing numbers does not automatically update the linked account number.
List which email, number, authentication method and trusted session still work. Never include live codes or recovery secrets in a support ticket. Avoid discarding a working session before understanding recovery requirements.
Open security settings on a trusted device. OKX documents a reset route for unavailable authentication methods; the actual menus, checks and restrictions vary by account and region.
After completing the official checks, confirm the new contact method works and review old sessions. If a withdrawal hold is displayed, follow it rather than seeking a bypass.
Use the unavailable-verification or recovery option from the official login entry point, then official support if needed. Supply only requested identity evidence through the verified process.
Keep the ticket number, submission time and official replies. Review duration and success depend on the case. A new account does not restore assets held in the old one, and repeated duplicate requests are not a substitute for the requested evidence.
While the old device is accessible, check linked email and number and follow the authenticator or passkey provider's migration instructions. Installing the same app does not necessarily restore authentication.
Confirm access on the replacement device before retiring the old one. Never upload backup secrets to a third-party 'test' page or send migration QR codes to a helper.
From a trusted device, secure email and exchange access and review sessions and withdrawals. Use available official emergency support or freezing controls when unauthorized activity is suspected; contact the carrier about number security.
A self-custody wallet uses its own recovery model. The ability to reset an exchange login does not mean exchange support can restore every wallet or reverse on-chain transactions.
Recover or migrate access to the existing account first. Opening a different account does not recover the old balance.
Security holds or review requirements may apply. Read the current account notice instead of assuming a universal waiting period.
Do not expose passwords, codes or recovery material to unsolicited contacts. Verify support through an official entry point you opened yourself.