What should I do if I encounter payment issues when buying crypto?

If you encounter payment issues while buying crypto through P2P, you can refer to the following solutions:

I'm unable to complete the payment

My bank card can't complete the payment

If a risk warning appears and the transfer can’t be completed, contact the seller through the platform's in-app chat to check whether you can switch to another payment method.

Note: it's recommended to make payments directly through the bank's official app or online banking, and avoid using third-party payment platforms where possible.

The seller's payment information is invalid

If the payment method provided by the seller is incorrect or invalid, such as an insufficient number of bank card digits or a garbled card number, resulting in the inability to make a payment.

Contact the seller and ask them to resend the correct payment information. If you can't reach the seller, take a screenshot of the abnormal payment page, cancel the order, and submit a dispute. This won't affect your future transactions.

I'm unable to contact the seller

If you can't reach the seller, try one of the following options:

• Contact the seller: Send a message through the in-app chat

• Cancel the order: Cancel the order and place a replacement order

• Submit a dispute: Refer to How do I raise a dispute when using P2P trading?

The seller requested a transaction record, but my review didn't pass

In some cases, the seller (Merchant) may ask you to provide a transaction record or a screenshot of your bank card for verification. Please cooperate and provide the required information to complete the verification.

This process helps ensure fund security for both parties, similar to real-name verification used by banks. If the verification isn’t completed, the transaction may fail.

If the review fails, the seller may cancel the order. You can try using a different payment method or account and place a replacement order. If reviews continue to fail, it’s recommended to wait until the next day before attempting another purchase.

Notes:

• If you cancel orders multiple times in one day, your ability to buy crypto may be restricted

• If you’re unable to complete payment due to a seller-related issue, you can submit a dispute within 72 hours

• Once responsibility is reassigned, your buying ability won’t be affected

For specific rules, please refer to: What are the rules for P2P order cancellation?

The seller sent me a new payment method. Is this safe?

If the seller shares a card-based payment method with you through the platform's in-app chat, you can proceed with the payment normally.

However, if the seller sends payment details in plain text, it's not recommended to make the payment, as this may pose security risks.

For your fund safety, always complete transactions through the platform’s official processes. If you're unsure or need help, contact OKX Assistant.