Dear Pionex Users,
We have noticed that on September 22, 2024, at 03:14 (UTC), an abnormal price fluctuation was triggered by a large order transaction on the Pionex platform's ETH/USDT perpetual contracts. This abnormal fluctuation caused some users' contract orders to be triggered for take-profit and stop-loss.
We deeply understand the inconvenience this incident has caused the affected users and sincerely apologize for it. After careful consideration, we have decided to implement the following compensation measures:
- Scope of Compensation: All ETH perpetual contracts that were abnormally triggered for take-profit and stop-loss during this fluctuation.
- Compensation Plan: We recommend all affected users recreate an identical position to track subsequent price movements. The compensation amount will include the difference in position value from the actual transaction price of the order to the price at the time of this announcement (September 22, 2024, at 10:45 UTC), as well as the relevant transaction fees.
- Compensation Process: Our technical team will complete the verification of relevant data within 24 hours.
- Timeframe: Compensation is expected to be completed and credited to users' accounts within 7 business days from the date of this announcement.
If you have any questions regarding this incident, please feel free to contact our customer support team. We are committed to providing you with the best service.
We apologize again for the inconvenience caused and thank you for your continued support and understanding.
Pionex Team
September 22, 2024
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