Dear OKX Users,
We sincerely apologize for the inconvenience caused by the temporary trading service interruption from 11:00 AM December 18 to 02:50 AM December 19 (UTC+8). This was due to a server room failure at our cloud service provider's facility.
Service Restoration Update
The cloud provider's technical issues have been resolved, and OKX will resume trading services at 02:50 AM (UTC+8) on December 18. Here's what you need to know:
First 20 Minutes: Designated as the System Recovery Protection Phase where:
- Order cancellations are permitted
- "Post only" orders can be placed
- Margin top-ups are allowed
- No order matching will occur during this phase
- After 02:50 AM (UTC+8): Full trading functionality resumes normally
👉 Learn more about trading protection phases
Our Improvement Commitments
1. Customer Compensation Program
- Our support team will proactively contact affected users regarding potential losses
- OKX assumes full responsibility for all verified platform-related losses
- Customized compensation plans will be offered case-by-case
2. Multi-Cloud Infrastructure Strategy
Recognizing our overdependence on a single cloud provider, we're implementing:
- Immediate multi-cloud deployment for core services
- Automated failover systems between providers
- Enhanced monitoring with real-time alerts
- Quarterly stress tests of backup systems
👉 Discover our upgraded security protocols
Frequently Asked Questions
Q: How will I know if I qualify for compensation?
A: Our team will email you within 72 hours if your account shows activity during the outage window.
Q: What's the timeline for the multi-cloud transition?
A: Phase one completes within 30 days, with full implementation by Q2 2023.
Q: Can I access my funds during future outages?
A: Our new architecture guarantees wallet accessibility even during trading pauses.
Q: Why didn't the backup systems activate faster?
A: The failure occurred at a structural level requiring manual intervention - future incidents will trigger automatic switches.
Moving Forward
At OKX, we:
- Treat platform stability as our highest priority
- Maintain transparent communication throughout improvements
- Invest in infrastructure that exceeds industry standards
This incident has reinforced our commitment to building the most reliable trading environment. We appreciate your trust as we implement these crucial upgrades.
OKX Team
December 18 (UTC+8)