Pionex FAQ

Registration

Why Can’t I Receive Emails from Pionex

If you are not receiving emails sent from Pionex, please follow the instructions below to check your email’s settings:

1. Are you logged in to the email address registered to your Pionex account? Sometimes you might be logged out of your email on your devices and hence can’t see Pionex’s emails. Please log in and refresh.

2. Have you checked the spam folder of your email? If you find that your email service provider is pushing Pionex emails into your spam folder, you can mark them as “safe” by whitelisting Pionex’s email addresses. You can refer to How to Whitelist Pionex Emails to set it up.

Addresses to whitelist:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]

3. Is your email client or service provider working normally? You can check the email server settings to confirm that there isn’t any security conflict caused by your firewall or antivirus software.

4. Is your email inbox full? If you have reached the limit, you won’t be able to send or receive emails. You can delete some of the old emails to free up some space for more emails.

5. If possible, register from common email domains, such as Gmail, Outlook, etc.

Why Can’t I Receive SMS Verification Codes

Pionex continuously improves our SMS Authentication coverage to enhance user experience. However, there are some countries and areas currently not supported.

If you cannot enable SMS Authentication, please refer to our Global SMS coverage list to check if your area is covered. If your area is not covered on the list, please use Google Authentication as your primary two-factor authentication instead.

If you have enabled SMS Authentication or you are currently residing in a country or area that’s in our Global SMS coverage list, but you still cannot receive SMS codes, please take the following steps:

• Ensure that your mobile phone has a good network signal.
• Disable your anti-virus and/or firewall and/or call blocker apps on your mobile phone that might potentially block our SMS Code number.
• Restart your mobile phone.
• Try voice verification instead.
• Reset SMS Authentication.

Login

How to Change Account Email

If you wish to change the email registered to your Pionex account, please follow the step-by-step guide below.

After logging in to your Pionex account, click [Profile] - [Security].

Click [Unbind] next to [Email Verification].

To change your registered email address, you must have enabled Google Authentication and SMS Authentication (2FA).

Please note that after changing your email address, withdrawals from your account will be disabled for 24 hours and signing up with the unbound phone/email is also forbidden within 30 days after unbinding for security reasons.

If you wish to proceed, click [Next].

How to reset Google Authenticator【Google 2FA】

If you have uninstalled Google Authenticator, changed your mobile device, reset the system, or encountered any similar actions, the initial connection becomes invalid, rendering your Google verification (2FA) code inaccessible.

In such cases, it is necessary to reinstate your previous connection or submit a request to us for resetting Google Authenticator. After logging in again, you can then re-enable Google Authenticator.

How to manually reset Google Authenticator

1. Device transfer

To transfer your Google Authenticator account from an old device to a new one, follow these steps: On the old device, click the ≡ icon at the top-left of the app, choose [Transfer Accounts], and then select [Export Accounts]. Pick the account you want to export and perform the same steps on the new device by selecting [Transfer Accounts], clicking [Import Accounts], and scanning the QR code displayed on the old device. This manual process ensures the successful transfer of your Google Authenticator account from the old device to the new one.

2. Reset via secret key

If you have retained the 16-digit key provided during the binding process, follow these steps to restore your original 2FA-bound account in Google Authenticator: Click the (+) icon in the lower right corner of Google Authenticator, choose [Enter a setup key], and input "Pionex (your Pionex account)" in the [Account name] field. Then, enter the 16-digit key in the [Secret key] field, select [Time-based] for the Type of key, verify that all the required information is correctly filled, and press [Add]. This will reinstate the connection to your original 2FA-bound account within Google Authenticator.

How to apply to reset Google Authenticator

If you are unable to reset manually, please request a reset from us.

APP version reset entry:

1. Upon entering your account number and password, click on "Lost 2-factor authenticator?" below to initiate the Google Authenticator reset process.

2. Complete basic account authentication to verify your identity and ensure the reset is authorized. Carefully read the notification and follow the system guide to provide relevant account information. (We will automatically assess the input information based on your account security level during the review.

3. After the application review, we will unbind the Google Authenticator within 1-3 working days and notify you of the progress via email.

Please notice:

• The reset process requires 1-3 working days for review and completion (excluding national holidays).
• If your application is declined, you will receive an email notification from [email protected], providing alternative solutions.
• Following the reset of Google Authenticator, promptly log in to your account to rebind the Google Authenticator.

How to disable SMS/Email manually when logged in

If you want to change or disable one of the authenticator verification of your account.

It is required to bind SMS/Email and Google 2FA at the same time. You can follow the steps below to self-service and disable the authenticator.

How to disable：

1. Begin by signing in to your Pionex account. Click on the account avatar and select "Security".


2. Identify the Email/SMS option you wish to deactivate and click on "Unbind" to disable it.

Please notice:

Following the unbinding process, Pionex will temporarily suspend your withdrawal function for 24 hours. Additionally, the information you unbind will remain suspended for 30 days after the unbinding action.

3. Once you click "Next step", enter the Google 2FA code, and then click "Confirm".

If you encounter a 2FA code error, refer to this link for troubleshooting.

4. Verify both the email and SMS verification codes, then click "Confirm" again.

If you are unable to receive one of the verification codes due to factors like a mobile phone change or email account suspension, find an alternative solution here.

5. Congratulations! You have successfully unbound Email/SMS authentication.

For the safety of your account, please re-bind at your earliest convenience!

How to Bind Google Authenticator

You may bind Google Authenticator as the following steps:

Web

1. Navigate to your Avatar on Pionex.com, select "Security", then go to "Google Authenticator" and click "Set".

2. Install the [Google Authenticator] App on your mobile device.

3. Open your Google Authenticator and select “Scan a QR code“.

4. Obtain a 6-digit verification code (valid within every 30 seconds) for your Pionex account. Input this code on your website page.

5. Congratulations! You have successfully linked Google Authenticator to your account.

Remember to record the [Key] in a secure location, like a notebook, and avoid uploading it to the internet. In case of uninstallation or loss of Google Authenticator, you can reset it using the [Key].






App

1. Launch the Pionex APP and go to “Account” -- “Settings” -- “Security” -- “2-Factor authenticator” -- “Google Authenticator” -- “Download”.

2. Enter your Email/SMS verification code.

3. Follow the system prompts to copy and paste the Pionex account name and Key (secret key) into Google Authenticator.

4. Obtain a 6-digit verification code (valid only within 30 seconds) for your Pionex account.

5. Return to the Pionex APP and input the received verification code.

6. Congratulations! You have successfully linked Google Authenticator to your account.

Please record the [Key] in your notebook or somewhere safe and do not upload it to the internet. If you uninstall or lose your Google Authenticator. You can reset it with the [Key].

Verification

Why should I provide supplementary certificate information?

In uncommon instances where your selfie does not align with the provided ID documents, you will be required to submit additional documents and await manual verification. Kindly be aware that the manual verification process may extend over several days. Pionex prioritizes a thorough identity verification service to safeguard users’ funds, and it is crucial to ensure that the materials submitted meet the specified requirements during the information completion process.

Identity Verification for Buying Crypto with Credit/Debit Card

To ensure a secure and compliant fiat gateway experience, users purchasing cryptocurrencies with credit or debit cards must undergo Identity Verification. Those who have already completed Identity Verification for their Pionex account can seamlessly proceed with crypto purchases without any additional information required. Users needing extra information will receive prompts when attempting to make a crypto purchase with a credit or debit card.

Completing each level of Identity Verification will result in increased transaction limits, as detailed below. All transaction limits are denominated in Euro (€), irrespective of the fiat currency used, and may slightly fluctuate in other fiat currencies based on exchange rates.

Basic Info Verification: This level entails verifying the user’s name, address, and date of birth.

Common failed reasons and the methods on Pionex

APP: Click “Account” -- “Security” -- “Identity verification”.

Web: Click your profile avatar on the top-right of the page then into “Account” -- “KYC” -- “Check detail”.

If the verification fails, click "Check" and the system will display a prompt revealing the specific reasons for the failure.

Common reasons for verification failure and troubleshooting steps are as follows:

1. Incomplete Photo Upload:

Confirm that all photos have been successfully uploaded. The submit button will activate after all photos are uploaded.

2. Outdated Webpage:

If the webpage has been open for an extended period, simply refresh the page and re-upload all the photos.

3. Browser Issues:

If the problem persists, try using the Chrome browser for KYC submission. Alternatively, use the APP version.

4. Incomplete Document Photo:

Ensure that every edge of the document is captured in the photo.

If you are still unable to verify your KYC, please send an email to [email protected] with the subject "KYC failure" and provide your Pionex account Email/SMS in the content.

The KYC team will assist you in re-checking the status and respond via email. We appreciate your patience!

Deposit 

Coins or Networks not supported on Pionex

Exercise caution when depositing coins or utilizing networks that are not supported by Pionex. If a network is not endorsed by Pionex, there is a possibility that you may be unable to recover your assets.

If you discover that the coin or network is not supported by Pionex, kindly complete the form and await our processing (Note that not all coins and networks may be accommodated).

Why do some coins need a memo/tag?

Certain networks utilize a shared address for all users, and the memo/tag serves as a crucial identifier for transfer transactions. For instance, when depositing XRP, it is essential to provide both the address and memo/tag for a successful deposit. If there is an incorrect memo/tag entry, please complete the form and anticipate a processing time of 7-15 business days (Note that not all coins and networks may be accommodated).

Minimum deposit amount

Ensure that your deposit amount exceeds the specified minimum, as deposits below this threshold cannot be completed and are irretrievable.

Additionally, you can verify the minimum deposit and withdrawal amounts.

What do I do when I do not receive the deposit in my Pionex account?

If you haven’t received the deposit after 7 business days, please furnish the following details to service agents or email [email protected]:

1. Owner’s name of the bank account.
2. Owner’s name of the Pionex account along with the account email/phone number (including country code).
3. Remittance amount and date. 
4. A screenshot of the remittance information from the bank.

Withdrawal

Why hasn’t my withdrawal arrived on Pionex even though it shows as completed on my external platform/wallet?

This delay is attributed to the confirmation process on the blockchain, and the duration varies based on factors such as the coin type, network, and other considerations. As an illustration, withdrawing USDT via the TRC20 network mandates 27 confirmations, whereas the BEP20 (BSC) network necessitates 15 confirmations.

Withdrawals returned from other exchanges

In certain instances, withdrawals to alternative exchanges might be reversed, requiring manual processing.

While there are no fees for depositing coins into Pionex, withdrawing coins may incur charges from the withdrawal platform. The fees are contingent on the specific coin and network utilized.

If you encounter a situation where your crypto is returned from other exchanges, you can complete a form for asset recovery. We will reach out to you via email within 1-3 business days. The entire process spans up to 10 working days and may involve a fee ranging from 20 to 65 USD or equivalent tokens.

Why is my [Available] balance less than [Total] balance?

The reduction in [Available] balance compared to [Total] balance is typically due to the following reasons:

1. The active trading bots commonly lock funds, rendering them unavailable for withdrawal.
2. Manually placing sell or buy limit orders typically results in the funds being locked and unavailable for use.

What’s the minimum withdrawal amount?

Please refer to the [Fees] page or the [Withdrawal] page for detailed information.

If I only hold a small amount, how to withdraw it?

We recommend converting them into XRP (Mainnet) or ETH (BSC), both of which offer a low minimum withdrawal limit and nominal fees.

Why is my withdrawal reviewing time so long?

Withdrawals of substantial amounts undergo manual review to ensure security. If your withdrawal has exceeded one hour at this point, kindly reach out to Pionex’s online customer service for further assistance.

My withdrawal has been completed, but I haven’t received it yet.

Kindly review the transfer status on the withdrawal transaction page. If the status indicates [Complete], it signifies that the withdrawal request has been processed. You can further verify the status on the blockchain (network) through the provided "Transaction ID (TXID)" link.

If the blockchain (network) confirms a successful/completed status, yet you have not received the transfer, please reach out to customer service at the receiving exchange or wallet for confirmation.

Crypto Trading

What is a Limit Order

When analyzing a chart, there are instances where you aim to acquire a coin at a specific price. However, you also want to avoid paying more than necessary for that coin. This is where a limit order becomes essential. Various types of limit orders exist, and I will elucidate the distinctions, their functionalities, and how a limit order differs from a market order.

When individuals engage in cryptocurrency transactions, they encounter various purchasing options, one of which is the limit order. A limit order involves specifying a particular price that must be reached before the transaction is completed.

For example, if you aim to purchase Bitcoin at $30,000, you can place a limit order for that amount. The purchase will only proceed once the actual price of Bitcoin reaches the designated $30,000 threshold. Essentially, a limit order hinges on the prerequisite of a specific price being attained for the order to be executed.

What is Market Order

A market order is promptly executed at the prevailing market price upon placement, facilitating swift execution. This order type is versatile, allowing you to utilize it for both buying and selling transactions.

You can select [VOL] or [Quantity] to place a buy or sell market order. For example, if you want to buy a certain quantity of BTC, you can enter the amount directly. But if you want to buy BTC with a certain amount of funds, such as 10,000 USDT, you can use [VOL] to place the buy order.

How to View My Spot Trading Activity

You can view your spot trading activities from the Orders and click Spot Orders. Simply switch between the tabs to check your open order status and previously executed orders.

1. Open orders

Under the [Open Orders] tab, you can view details of your open orders, including:

• Trading pair
• Order operation
• Order time
• Order Price
• Order Quantity
• Filled 
• Action

2. Order history

Order history displays a record of your filled and unfilled orders over a certain period. You can view order details, including:

• Trading pair
• Order operation
• Filled time
• Average Price/Order Price
• Filled/Order Quantity
• Total
• Transaction fee
• Change
• Order Status