What should I do if there is a payment due for my ACH deposit?
1. What is an ACH return or ACH payment due?
An ACH return occurs when a deposit from your bank to your OKX account is reversed because it could not be completed. This can happen for several reasons, such as insufficient funds in your bank account, an incorrect account number, or your bank blocking the transaction.
When this occurs, OKX requires you to pay back the outstanding balance.
App: example of warning page when there's insufficient funds
Web: example of warning page when there's insufficient funds
2. Why is my account restricted after an ACH return?
To secure the platform, your account will be temporarily restricted after an ACH payment failure or ACH return. This means you may not be able to withdraw, or access some features. The restriction will remain in place until you repay the outstanding balance.
The 'payback' is simply the process of allowing the user to make a new deposit to cover the amount of the failed transaction and restore full account access.
3. How do I repay the owed amount?
You can only repay the amount by making one or more new ACH deposits from your linked bank account.
To do this, simply begin the standard USD deposit process in the app or on the website. You will be automatically guided through the payback steps.
Please note that repayments using domestic wire transfers, your existing USD balance, or cryptocurrency deposits are not supported at this time.
4. How can I check the payback details and deadline?
When there's an ACH payment due or an outstanding balance on your account, you'll receive an email with all the necessary information, including the exact amount owed and your repayment deadline. You can also see these details at any time by navigating to the USD deposit section of our platform.
Web: Log in to your account on okx.com, go to Assets, and select Deposit > United States Dollar
App: Open your OKX app, select Deposit then Deposit USD
App: opening the deposit page from the homepage
5. Am I eligible for this payback process?
Eligibility is determined based on your account history and the specific reason for the ACH return. Please note that not all accounts will qualify to repay through this process.
6. How will I know when my account is restored?
Once your payback deposit has been cleared and we have successfully received the funds (which can take up to 5 business days), the restrictions on your account will be lifted automatically. We will send you a confirmation email as soon as this is done.
7. What happens if I don't repay by the deadline?
You have 5 days from the date the return was processed to complete the repayment. This deadline is automated and can't be extended.
If you fail to repay the amount before the deadline, OKX reserves the right to recover the funds from your existing account balance. This may involve selling assets in your account to cover outstanding payments. Failure to resolve the balance can lead to further account restrictions or permanent closure.
8. How can I get faster help from Customer Support?
To help us route your query efficiently, please use the keywords "ACH return", "ACH payback" or "payment due" when contacting our support team or interacting with our automated chat support.