If your situation DOES NOT MATCH the following conditions, then this guide applies to your issue: 

For an account bound to an email, phone number, and Google Authenticator, if either the email or phone number is lost (while Google Authenticator and password are still usable).

Please send an email to service@pionex.com with the title "Unbind My [Email/Phone Number]" based on the contact information you need to unbind and answer the following questions in the content.

Question 1: What is the reason for unbinding?
Question 2: What is your Pionex account? (Email or phone number including country code used when registering the account)
Question 3: When was your account registered? (Year-month)
Question 4: What is your account nickname? (If you didn't set one, please answer "None".)
Question 5: Which bots have you created and which trading pairs did you use for each? (e.g., Spot Grid ETH/USDT)
Question 6: Please provide the front/back photo of your ID document, and a 3-5 second video of yourself holding the ID document, and a paper with "Unbind + Pionex + Date" written on it. We need two photos and one video in total.

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) Trading Pair with Bot (e.g., Spot Grid ETH/USDT)

3. How long does it take to get the result after submitting the application?
It takes up to 72 hours from submitting the application to receiving the result.

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