In recent times, there has been an increasing number of reports about compromised accounts and fraudulent activities on digital asset platforms. These incidents include wallet hacks, account takeovers, and phishing scams. As the crypto ecosystem grows, so do the risks — making it essential for users to understand how to protect themselves and what steps to take if something goes wrong.
If you’ve experienced unauthorized access to your account or suspect you’ve fallen victim to a scam, immediate action is crucial. The faster you respond, the better your chances of minimizing losses and securing your remaining assets. This guide walks you through the correct process to contact support, safeguard your information, and prevent future threats.
👉 Get instant help if your crypto account has been compromised.
What to Do If Your Wallet or Account Is Hacked
If you notice suspicious transactions or believe your wallet has been breached, follow these steps without delay:
- Secure Remaining Assets
If funds are still in your compromised wallet, transfer them immediately to a new, secure wallet address that only you control. Time is critical — every second counts when assets are at risk. - Contact Official Support Immediately
Open the OKX App, navigate to the top-left menu icon, and tap 【Get Help】.
Then go to 【Live Chat】 at the bottom of the Help Center.
Type the keyword “hacked” or “stolen” and send it — this will automatically connect you with a dedicated security support agent trained in handling theft and fraud cases.
This direct routing ensures your case receives urgent attention from specialists who can verify transaction details, freeze suspicious activities (where applicable), and assist in investigations.
Why Quick Reporting Matters
When dealing with blockchain-based assets, transactions are irreversible. Unlike traditional banking systems, there’s no central authority to reverse a mistaken or malicious transfer. However, prompt reporting allows the platform to:
- Flag suspicious withdrawal patterns
- Collect forensic data for potential recovery efforts
- Improve detection algorithms to prevent similar attacks
Providing detailed information significantly increases the effectiveness of support responses.
What Information Should You Provide?
To help the support team investigate your case thoroughly, include as much relevant detail as possible:
- Exact time and date when you noticed the suspicious activity
- Transaction hash (TXID) of any unauthorized transfers
- Amount and type of digital assets involved
- Screenshots of unusual login attempts, messages, or app permissions
- Any communication with scammers (e.g., phishing websites, fake customer service)
The more comprehensive your report, the faster and more accurately the team can respond.
🔐 All submitted information is handled with strict confidentiality. OKX employs advanced encryption and privacy protocols to ensure your personal and financial data remains protected throughout the investigation process.
Common Causes of Wallet and Account Theft
Understanding how breaches occur is key to prevention. Most incidents stem from one or more of the following:
- Phishing links: Fake emails or messages directing users to counterfeit login pages
- Malicious dApps: Third-party decentralized applications requesting excessive wallet permissions
- QR code scams: Fraudulent QR codes that redirect funds during transactions
- Private key exposure: Sharing seed phrases or private keys via chat, cloud storage, or unsecured notes
👉 Learn how to spot and avoid crypto scams before it's too late.
Never share your recovery phrase (mnemonic phrase) or private key with anyone — not even someone claiming to be customer support. Legitimate platforms will never ask for this information.
How to View Your Recovery Phrase Safely
If you need to back up your wallet, here’s how to access your recovery phrase within the OKX Web3 Wallet:
- Go to the Web3 Wallet homepage
- Tap the three-dot menu (•••) in the top-right corner
- Select 【Wallet Backup】
- Choose 【Wallet】 > 【Mnemonic Phrase】
⚠️ Important Security Notes:
- Only view your recovery phrase on a trusted, private device
- Write it down manually on paper — never store it digitally (no screenshots, cloud notes, or messaging apps)
- Keep the written copy in a secure physical location like a safe
- Never scan unknown QR codes or approve transactions from unfamiliar dApps
Your recovery phrase gives full control over your wallet — treat it like the master key to your entire digital asset portfolio.
Frequently Asked Questions (FAQ)
Q: Can OKX reverse a hacked transaction?
A: Unfortunately, blockchain transactions are irreversible. However, OKX can assist by investigating the incident, providing documentation, and working with security partners to track suspicious addresses where possible.
Q: I sent funds to a scammer by mistake — can I get them back?
A: Once confirmed on-chain, transactions cannot be undone. That’s why it’s vital to double-check recipient addresses and never rush into approvals. Prevention is your best defense.
Q: Is my information safe when I report a hack?
A: Yes. All reports are encrypted and handled under strict privacy policies. Your data is used solely for security verification and fraud analysis.
Q: How long does it take to get a response after reporting?
A: Most users receive an initial response within minutes during active hours. Complex cases may require additional time for thorough review.
Q: Can I recover my wallet if I lost my phone?
A: As long as you have your recovery phrase, you can restore your wallet on any device. This underscores the importance of secure offline backups.
Q: What should I do if I accidentally granted permission to a malicious dApp?
A: Revoke the token approval immediately using a blockchain explorer or security tool. Then consider transferring funds to a new wallet for maximum safety.
Best Practices to Prevent Future Attacks
Stay proactive with these proven security habits:
- Enable two-factor authentication (2FA) on all accounts
- Use hardware wallets for large holdings
- Regularly review connected dApp permissions
- Install reputable antivirus software on all devices
- Educate yourself on common social engineering tactics
Cybercriminals constantly evolve their methods — staying informed is your strongest shield.
👉 Protect your digital assets with real-time support from security experts.
By understanding how to respond quickly and securely when your account is compromised, you significantly improve your ability to protect your investments. Always remember: no legitimate service will ever ask for your seed phrase, and you are ultimately responsible for your wallet’s security.
Use the tools available, stay vigilant, and act fast — because in the world of crypto, preparedness makes all the difference.