My Authentication App Isn't Working – What Should I Do?

If your authentication app malfunctions or you lose access, follow these troubleshooting steps to regain functionality.

My Authenticator Codes Aren't Working on OKX

Resolve non-functional verification codes with these methods:

Time Synchronization Fixes

• Sync your authenticator app's clock:
  Navigate to:
  Settings > Time Correction for Codes > Sync Now (available in most apps like Google Authenticator or Authy).

• Enable automatic device time:

  • Android:
    Settings > General Management > Date & Time > Automatic Date & Time
  • iOS:
    Settings > General > Date & Time > Set Automatically
• Sync clocks across devices: Ensure your phone and computer show identical times.

Technical Troubleshooting

1. Clear OKX app cache or browser cookies.

2. Test codes on multiple platforms:

   • OKX website (desktop/mobile browsers)
   • OKX desktop/mobile apps

👉 Still stuck? Contact OKX support here

Last Resort: Reconfigure Authentication

If issues persist, reset your authenticator app. Note:

• 24-hour withdrawal/P2P trading freeze applies after changes.
• Backup recovery codes before proceeding.

How to Switch Your Authentication App

Switching Methods Guide

1. Log in to OKX account.

2. Navigate to:

   • App: Security Settings > Change Verification Method
   • Website: Security > Switch to Phone Verification
3. Choose alternate verification (SMS/voice/email code).

Unlinking Your Authentication App

Complete Removal Steps

1. Access OKX account security settings.
2. Select Remove Authenticator App.
3. Confirm via secondary verification (email/SMS).

FAQ Section

Q: Why do my authenticator codes keep failing?

A: Time desynchronization is the most common cause. Enable auto-time settings and resync your app.

Q: Can I bypass the 24-hour freeze after changing authenticators?

A: No – this security measure protects against unauthorized changes.

Q: What if I lose both my phone and recovery codes?

A: Contact OKX support immediately with identity verification documents.

👉 Get instant help via OKX's AI chatbot

Q: Are hardware keys more reliable than authenticator apps?

A: Yes – devices like YubiKey eliminate time sync issues but require physical possession.

Q: How often should I update my authentication method?

A: Review security settings every 6-12 months or after device changes.

Final Troubleshooting Steps

If all solutions fail:

1. Use OKX's emergency access protocol with verified contact methods.

2. Submit a support ticket with:

   • Account email/phone
   • Last successful login date