If you want to reset Google Authenticator but cannot submit the application directly through the system, please follow these steps to apply for resetting your Google Authenticator.

*Please send an email to service@pionex.com with the title "Reset Google Authenticator" and answer the following questions in the content.

Question 1: What is your Pionex account? (Email or phone number including country code used when registering the account)
Question 2: When was your account registered? (Year-month)
Question 3: What is your account nickname? (If you didn't set one, please answer "None".)
Question 4: What is your commonly used device model for logging into your Pionex account (e.g. mobile phone model name)?
Question 5: Which kind of bots and with which trading pairs have you used? (e.g., Spot Grid ETH/USDT)
Question 6: Please provide front and back photos of your ID card and a 3-5 second verification video. The video must clearly show your face, holding your ID card, and a white paper with the written text 'Reset Pionex YYYY-MM-DD' (where YYYY-MM-DD represents the date). Please refer to the example image: 

FAQ

1. Why can't I withdraw funds after resetting?
Your withdrawal function will be restricted for 72 hours after the resetting.

2. How to answer verification questions? Registration time, nickname, trading pairs, etc.
1) Registration Time: (Registration typically generates system emails or text messages with a verification code. Please trace back the registration date through such communications. Providing the year and month is sufficient.)
2) Nickname: (Please answer with the nickname you set for your Pionex account. If you didn't set one, please answer "None".)
3) Common device model names: (e.g., iPhone 16 Pro)
4) Trading Pair with Bot: (e.g., Spot Grid ETH/USDT)

3. How long does the review take?
It takes up to 48 hours from submitting the application to receiving the result.

Please get in touch with Pionex Support if you have any other questions.