If your account has bound both email address and phone number, and you can no longer use either one of them (your account has not bound Google Authenticator), you can follow the procedure below to request unbind your email or phone number.

Please send an email to service@pionex.com with the title "Unbind Email/Phone Number" and answer the following questions in the content.

Question 1: Explanation for unbinding your email or phone number
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: What is your commonly used device model for logging into your Pionex account (e.g. mobile phone model name)?
Question 6: Which bots have you created and which trading pairs did you use for each? (e.g., Spot Grid ETH/USDT)
Question 7: 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 'Unbind 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.