If your phone number or email is lost and needs to be unbound, you can follow these steps: 

*This applies to account bound to an email, phone number, and Google Authenticator, where either the email or phone number is lost (Google Authenticator and password can still be used normally).

👉🏻 On the website
👉🏻 On the mobile app

Web operation step

Step 1: Click here, to access the reset page. Please read the instructions, click [Start], enter your email/phone number and password, then click [Next].

Step 2: Select the [security verification] to unbind - [Next], enter the verification code, and click [Next].

Step 3: After accessing the verification question page, please read and follow the system instructions to provide information related to your account, including the nickname, registration time, and trading pairs.
*Even if you forget some answers, do your best. More correct answers increase the chance of approval. Too many mistakes will auto-reject the first two attempts; submit the third for manual review. If it fails, you'll get a notification with alternative unbinding methods.

APP operation step

Step 1:  Open the Pionex app,  click [Pionex] - [Sign in], then enter your email/phone number and password, and click [Next Step] - [Lost 2-factor authentication?] to access the reset page.

Step 2: After accessing the reset page, the following steps are the same as web operation Steps 2 & 3. Please refer to web operation Steps 2 & 3 to complete the unbinding of the relevant identity security verification.

FAQ:

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

2. How to answer verification questions? Nickname, registration time, trading pairs, etc.
1) Nickname: (Please answer with the username you set for your Pionex account. If you didn't set one, please answer "None".)
2) 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.)
3) Trading Pair with Bot: (e.g., Spot Grid ETH/USDT)

3. How to unbind if I forgot my password?
Please refer to Lost Email or Phone Number (non-multi-factor authentication bound) for instructions on applying for unbinding.

4. I'm having trouble receiving relevant verification codes, how can I resolve this?
Please refer to the troubleshooting articles Can't Receive Email Verification Code and Can't Receive SMS Verification Code.

5. The system is prompting 'invalid verification code.' How can I resolve this?
Please refer to the troubleshooting articles Email/SMS Verification Codes and 2FA Code Error.

6. 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.