How to Sign in and Withdraw from Pionex
How to Sign in to Pionex
How to Sign in to Pionex with Phone Number / Email
1. Go to the Pionex Website and click on "Sign in".
2. Enter your Email / Phone Number and the Password.
3. If you’ve set up SMS verification or 2FA verification, you will be directed to the Verification Page to enter the SMS verification code or 2FA verification code.
4. After entering the correct verification code, you can successfully use your Pionex account to trade.
How to Sign in to Pionex with a Google account
1. Go to the Pionex Website and click [Sign in].2. Select a Login method. Select [Continue with Google].
3. Choose your Google account to sign in to Pionex.
4. Congratulations, you have successfully signed in to Pionex.
How to Sign in to Pionex with an Apple account
With Pionex, you also have an option to log into your account through Apple. To do that, you just need to:1. On your computer, visit Pionex and click "Sign in".
2. Click "Continue with Apple" button.
3. Enter your Apple ID and password to sign in to Pionex.
4. Click "Continue".
5. Congratulations, you have successfully signed in to Pionex.
How to Sign in to the Pionex Android app
Authorization on the Android mobile platform is carried out similarly to authorization on the Pionex website. The application can be downloaded through the Google Play on your device. In the search window, just enter Pionex and click "Install".
Wait for the installation to complete. Then you can open and sign in to start trading.
How to Sign in to the Pionex iOS app
You have to visit the App Store and search using the key Pionex to find this app. Also, you need to install the Pionex App from the App Store.
After installation and launching, you may sign in to Pionex iOS mobile app by using your email address, phone number, and Apple or Google account.
Recover forgotten password on Pionex
You can reset your account password from the Pionex Website or App. Please note that for security reasons, withdrawals from your account will be suspended for 24 hours after a password reset.1. Go to the Pionex Website and click [Sign in].
2. On the sign in page, click [Forgot Password?].
If you are using the App, click [Forgot password?] as below.
Please note that for your account’s safety, you won’t be able to withdraw in 24 hours after you have reset your password using Forgot password function.
3. Enter your account email or phone number and click [Next].
4. Click on "I’m not robot" to complete security verification.
5. Enter the verification code you received in your email or SMS, and click [Confirm] to continue.
Notes
- If your account is registered with an email and you have enabled SMS 2FA, you can reset your password through your mobile number.
- If your account is registered with a mobile number and you have enabled email 2FA, you can reset the login password using your email.
7. Your password has been reset successfully. Please use the new password to log in to your account.
Frequently Asked Questions (FAQ)
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 sign 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. And you can follow the steps below to self-service 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 every 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].
How to Withdraw from Pionex
How to Withdraw Crypto from Pionex
Withdraw Crypto on Pionex (Web)
Navigate to the Pionex homepage, go to the [Wallet] section and then click on [Withdraw].
Choose the desired cryptocurrency for withdrawal, and ensure that the selected blockchain (network) is supported by both Pionex and the external exchange or wallet, input the address and amount for withdrawal. Additionally, the page provides information on the remaining quota within 24 hours and the associated withdrawal fee. Double-check this information before proceeding with the withdrawal.
Following that, you should choose the identical cryptocurrency and network on the external exchange or wallet. Obtain the corresponding deposit address associated with the selected cryptocurrency and network.
Once you have acquired the address and, if required, the memo/tag, kindly copy and paste them onto the Pionex withdrawal page (alternatively, you can scan the QR code). Finally, proceed to submit the withdrawal request.
Note: For specific tokens, it is essential to include a memo/tag during withdrawal. If a memo/tag is specified on this page, ensure accurate information entry to prevent any potential loss of assets during the asset transfer process.
Caution:
- Cross-chain deposits, where the selected networks on both sides are different, will result in a transaction failure.
- The withdrawal fee is visible on the withdrawal page and will be automatically deducted from the transaction by Pionex.
- If the withdrawal is successfully processed by Pionex but the deposit side does not receive the tokens, it is advisable to investigate the transaction status with the other exchange or wallet involved.
Withdraw Crypto on Pionex (App)
Go to the Pionex App, tap [Account] and then tap [Withdraw].
The page will display the cryptocurrencies in your possession along with the quantity of withdrawable tokens. Following this, you are required to choose the blockchain (network) and input the address and amount for withdrawal. Additionally, the page provides information on the remaining quota within 24 hours and the associated withdrawal fee. Double-check this information before proceeding with the withdrawal.
Following that, you should choose the identical cryptocurrency and network on the external exchange or wallet. Obtain the corresponding deposit address associated with the selected cryptocurrency and network.
Once you have acquired the address and, if required, the memo/tag, kindly copy and paste them onto the Pionex withdrawal page (alternatively, you can scan the QR code). Finally, proceed to submit the withdrawal request.
Note: For specific tokens, it is essential to include a memo/tag during withdrawal. If a memo/tag is specified on this page, ensure accurate information entry to prevent any potential loss of assets during the asset transfer process.
Caution:
- Cross-chain deposits, where the selected networks on both sides are different, will result in a transaction failure.
- The withdrawal fee is visible on the withdrawal page and will be automatically deducted from the transaction by Pionex.
- If the withdrawal is successfully processed by Pionex but the deposit side does not receive the tokens, it is advisable to investigate the transaction status with the other exchange or wallet involved.
Frequently Asked Questions (FAQ)
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:
- The active trading bots commonly lock funds, rendering them unavailable for withdrawal.
- 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.
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.
