OKX Shield FAQ
What is OKX Shield?
OKX Shield is a voluntary, discretionary goodwill programme that may reimburse eligible users for losses in their OKX Exchange accounts caused by third-party account takeover (ATO), subject to the applicable terms and conditions and OKX's case review.
Is OKX Shield insurance?
No. OKX Shield is not insurance, an investor compensation scheme, a deposit guarantee scheme, or an unconditional promise to reimburse any loss. It is provided separately from, and in addition to, any existing regulatory obligations that may apply to OKX.
Who can use OKX Shield?
OKX Shield is initially available if you're an eligible, identity-verified user onboarded with OKX Europe Limited or OKX Europe Markets Limited. Availability also depends on your account status, device health, supported environment, enabled security controls, user tier, and which OKX entity serves your account.
Sign in and open OKX Shield to check whether it's available for your account.
Does OKX Shield activate automatically?
No. You must complete all required actions, review and accept the applicable terms and conditions, and select Activate OKX Shield. Meeting the requirements alone doesn't activate the programme.
What must I do to activate OKX Shield?
Complete all six actions shown in the OKX Shield checklist:
Pass the account-eligibility check
Pass the device-health check for your current device and every trusted or associated device linked to your account
Enable Passkey
Enable Large Withdrawal Protection
Enable Web Withdrawal Protection
Set up Multi-Factor Authentication (MFA) for all supported activities
Then accept the applicable Terms and Conditions and activate OKX Shield manually
How much reimbursement may be available?
For eligible users in the EEA launch phase, the maximum reimbursement limits are:
User tier | Maximum reimbursement |
|---|---|
Regular users | Up to €100,000 |
VIP 1–3 | Up to €250,000 |
VIP 4–6 | Up to €500,000 |
The limit displayed on your OKX Shield page is the applicable limit for your account at that time. Limits may vary by entity and user status. A displayed limit is not a guarantee of reimbursement.
How many times can I receive reimbursement?
Based on your verified identity, you may receive reimbursement for no more than one approved claim in your lifetime, across all OKX entities. Receiving less than the maximum limit still counts as your one approved claim.
What happens if one of the six requirements is no longer met?
OKX Shield is only active if all conditions for its eligibility continue to be met on an ongoing basis. It becomes inactive immediately if any required condition (including the 6 activation criteria) stops being valid. The failed action appears on the OKX Shield page. Once you resolve all failed conditions and OKX verifies them, OKX Shield reactivates automatically.
Do I need to activate OKX Shield again after it becomes Inactive?
Normally, no. First-time activation is manual, but restoration after resolving a failed requirement is automatic. Follow the status and instructions displayed on the OKX Shield page.
Why did OKX Shield become Inactive?
Common reasons include a failed account-eligibility check, a current or linked device failing the security assessment, disabling Passkey, disabling Large Withdrawal Protection or Web Withdrawal Protection, or bypassing the MFA step for certain transactions.
What happens if I turn off a required security feature?
If OKX Shield is Active, OKX warns you before you disable Passkey, Large Withdrawal Protection, or Web Withdrawal Protection, or bypass the MFA step for certain transactions. If you proceed, OKX Shield becomes Inactive immediately.
What should I do if my device doesn't pass the security assessment?
Follow the instructions shown in OKX Shield. You may need to remove a risky application, rescan the device, sign out a risky linked device, switch to a non-rooted or non-jailbroken device, update the OKX app, or use a supported browser or device.
What should I do if my device or browser doesn't support Passkey?
Use a device or browser that supports Passkey, then return to OKX Shield and complete the setup.
What types of loss may be eligible?
Subject to all programme requirements, the terms and conditions, and OKX's review, qualifying incidents may include:
unauthorised third-party access to or control of your OKX Exchange account;
credential phishing followed by an abnormal third-party login and unauthorised asset transfer;
a Trojan, malware, or malicious remote-control attack in which you didn't participate in the relevant authorisation and the third party completed the transfer; and
a SIM-swap attack used to access your account and transfer assets without authorisation.
Every claim is assessed individually. You must have met the programme requirements at the time of the incident, including having OKX Shield activated at the time of the incident, and the evidence must establish a direct link between the account takeover and the loss.
Are scam losses covered?
Transactions you personally initiate, authorise, confirm, approve, or sign aren't covered, even if you were deceived, impersonated, coerced, or socially engineered. A qualifying account takeover requires an unauthorised third party to control your account and complete the relevant transfer without your authorisation.
Is credential phishing covered?
It may be considered if a third party uses credentials obtained through phishing to access your OKX Exchange account from an abnormal environment and makes an unauthorised transfer that materially deviates from your normal behaviour. Losses resulting from voluntarily sharing your security codes are not covered under OKX Shield.
Are Trojan, malware, or remote-control attacks covered?
They may be considered when a third party gains control without your participation or knowledge and completes the unauthorised transfer. If you personally perform a key authorisation action — such as entering a verification code, providing biometric verification, confirming a transaction, or signing a transaction — the loss is generally excluded. Reimbursement may also be rejected or reduced if the loss is connected with your voluntary use of high-risk, cracked, unofficial, plug-in, or remote-control software.
Are SIM-swap attacks covered?
They may be considered when a third party obtains your SMS verification code through a SIM swap, uses it to take over your account, and transfers assets without your authorisation. OKX may request carrier confirmation, SIM-replacement records, a police report, or other relevant evidence.
What losses aren't covered?
Common exclusions include:
transactions you initiated, authorised, confirmed, approved, or signed, even if you were deceived or socially engineered;
investment, trading, market, opportunity-cost, or expected-return losses;
losses in OKX Pay, OKX Wallet, self-custody wallets, DeFi services, external platforms, or other services outside the programme;
losses caused by your own mistakes or negligence, such as entering an incorrect address or amount;
losses caused by API-key disclosure or third-party tool authorisation;
incorrect, tampered, or substituted withdrawal addresses where you completed the relevant authorisation;
losses connected with sharing security codes, credentials, or devices; lending, renting, selling, or otherwise sharing your account; using a rooted or jailbroken device; or installing or using high-risk software;
amounts already recovered from another source;
false claims, evidence tampering, related-party transfers, collusion, or other programme abuse; and
transactions completed while OKX Shield protection was inactive, including transactions that occurred before you activated OKX Shield.
This list isn't exhaustive. The full list of requirements and exclusions is set out in the applicable OKX Shield Terms and Conditions.
Does OKX Shield cover OKX Pay, OKX Wallet, or DeFi losses?
No. OKX Pay, OKX Wallet, self-custody wallets, DeFi services, external platforms, and other services beyond your eligible OKX Exchange account fall outside the programme's scope.
Does OKX Shield cover losses caused by API-key disclosure?
No. Losses caused by API-key disclosure, misuse of an API key, or authorisation of a third-party tool are excluded.
How do I submit a claim?
Contact OKX Assistant through the App/Web Help Centre or through online customer service chat. Follow the prompts to secure your account and submit the formal claim.
You must notify OKX and submit the formal claim within 72 hours of the last unauthorised transaction. You must then provide the requested supporting information within seven days of the formal claim. OKX generally won't accept claims outside either period, except in the limited circumstances described in the OKX Shield Terms and Conditions.
What evidence may OKX request?
OKX may request an incident description, a complete timeline, details of suspicious transactions, screenshots, emails or messages, device and account information, carrier or SIM-replacement records, a police report or case reference, and any other reasonably relevant evidence.
What happened to my account during a claim investigation?
To prevent further loss, OKX may temporarily restrict asset withdrawals, transfers, and security changes, and may freeze the reimbursement limit associated with the claim. You must complete any required security remediation and cooperate with the investigation.
How long does a claim review take?
Review time varies. OKX generally seeks, but doesn't guarantee, to provide a conclusion — or a timing update if more time is needed — within 15 business days after the incident is reported, provided you supply all requested information and cooperate promptly.
How is an approved reimbursement paid?
If a claim is approved, OKX pays the eligible reimbursement to your verified OKX Exchange account within a reasonably practicable period. The decision notice states the expected payout timing. Reimbursement may be paid in a euro-denominated stablecoin, such as EURC, depending on availability and platform limitations.
Can I receive reimbursement from OKX and another source for the same loss?
No. OKX does not provide duplicate reimbursement. OKX deducts amounts you recover from a bank, card scheme, payment provider, insurer, law-enforcement recovery, third-party platform, or another source from any amount otherwise eligible under OKX Shield. If you recover funds after an OKX payout, OKX may require you to return the duplicate portion.
Can I appeal an Inactive status or rejected claim?
Yes. You may use the formal complaint process applicable to your OKX platform. If a claim is rejected in whole or in part, the written decision will state the principal reason and the available appeal route and deadline. Under the current terms, you may submit an appeal concerning a rejected claim within 15 business days after receiving the decision.