Why can’t I see or use my crypto balance?
Sometimes, you may notice that your deposited or traded crypto isn’t available for use right away. This can feel frustrating, especially if you’re trying to make a trade quickly or need access to your funds urgently. But don’t worry—this may happen because because of how balances are allocated across accounts or how trades are processed.
Here are the most common reasons and what you can do:
My deposit shows in Funding account, but I can’t use it for P2P trading
Why does this happen:
Your crypto may be in the Funding account, but P2P trading requires the balance to be in that same account. If you see “insufficient balance,” it could mean the funds are either in another account type (like Trading account) or not yet fully credited.What to do:
Check which account (Funding/Trading) your crypto is stored in.
If it’s in the Trading account, transfer it to the Funding account.
Ensure the deposit has cleared with enough network confirmations — that is, the blockchain verifications required before a crypto deposit is fully confirmed and usable on our platform. This applies only to on-chain deposits and doesn't relate to transfers between Funding and Trading accounts.
I traded crypto but my balance isn’t showing
Why does this happen:
After a spot trade, the new asset might not appear in your balance immediately if:The order is still open/pending (not fully filled).
You’re checking the wrong account (for example, looking in Funding while it’s credited to Trading).
There’s a short settlement delay, which is rare but possible during peak times.
What to do:
Check your Order History under the Spot section to confirm if your trade is completed.
If the trade is partially filled, the remaining balance may still be in the original token.
Check both your Trading and Funding accounts.
My deposit hasn’t arrived yet
Why does this happen:
Deposits from external wallets need blockchain confirmations. Network congestion or low gas fees can cause delays.
What to do:
Go to Assets > Deposit history to track the status.
Copy your TxID and check it on blockchain explorer.
Wait for enough confirmation before the funds appear.
My crypto is unavailable due to token maintenance
Why does this happen:
Sometimes a token is under maintenance (due to network upgrades or wallet service updates). During this time, deposits or withdrawals may be temporarily suspended.
What to do:
Check the OKX Status page for any ongoing maintenance.
Try again once the service resumes.
My account has restrictions due to compliance or verification
Why does this happen:
If your account hasn’t passed the required identity verification or is under compliance review, your balance may be restricted for deposits, withdrawals, or trades.
What to do:
Go to Profile > Verification to check your identity verification status.
Complete or update verification if required. Learn more here.
I see a balance mismatch due to settlement delay
Why does this happen:
In rare cases (such as system upgrades or heavy market activity), there may be a short delay before balances are updated across accounts.
What to do:
Refresh your Assets page after a few minutes.
If the issue persists beyond 1–2 hours, contact our Support team via OK Assistant at the Support Center.
What are the basic steps I need to complete?
Confirm TxID or order ID: Always copy your deposit TxID or trade order ID for reference.
Check network confirmations: Deposits may take longer if the blockchain network is busy.
Look under “Assets > Funding/Trading” to confirm which account holds your crypto.
If you’ve confirmed your funds are not in Funding or Trading, and the deposit/trade shows as completed for over 2 hours, reach out to our Support team via OK Assistant on Support Center with your TxID/order ID. This helps the support team track and resolve the issue quickly.