Cryptocurrency Deposit FAQ

FAQ

1. Why hasn't my withdrawal arrived on Pionex even though it shows as completed on my external platform/wallet?

This is because the transfer needs to be confirmed on the blockchain, which can take time and depends on factors such as the type of coin, network, and more. For example, if you withdraw USDT using the TRC20 network, you need 27 confirmations, while the BEP20 (BSC) network requires 15 confirmations.

2. Coins or Networks not supported on Pionex

Please be careful when depositing coins or using networks that Pionex doesn't support. If the network is not supported by Pionex, you might not be able to retrieve your assets. 

If you find that the coin or network is not supported by Pionex, please fill out the form and wait for us to process it. (Please notice that not all of the coins and networks can be dealt with.)

3. Why do some coins need a memo/tag?

Some networks use the same address for all users, so the memo/tag helps to identify the transfer transaction. For example, when depositing XRP, you'll need to fill in both the address and memo/tag to successfully deposit. If you enter the wrong memo/tag, please fill out the form and wait for 7-15 business days to for us to deal with it.

(Please notice that not all of the coins and networks can be dealt with.)

4. Minimum deposit amount

Please make sure that your deposit amount is above the minimum amount or the deposit can not be completed and it is not able to find back.

You can also check the minimum deposit and withdrawal amount here.

5. Withdrawals returned from other exchanges

In some cases, withdrawals to other exchanges may be returned. If this happens, it needs to be processed manually.

There are no fees for depositing coins to Pionex but withdrawing coins may have fees charged by the withdrawal platform. The fees vary depending on the coin and network used.

If you have crypto that returns from other exchanges, you can fill out a form to recover your assets. We will contact you via email within 1-3 business days. This process takes up to 10 working days and may have a fee of 20-65 USD or equivalent tokens.

Precautions:

1. After providing complete proof information, we will contact you by email within 1-3 working days.
   It takes up to 21 working days to recover the assets (excluding holidays; the actual processing time depends on the deposit type).
2. Depending on the difficulty, you need to pay 20~65 USD or deduct equivalent tokens as the recovery fee.
3. Since the recovery of assets requires manual processing and transfer fees on the blockchain, the handling fee is charged on a case-by-case basis, and Pionex only charges the lowest fee, please understand!
4. The processing period for the deposit not arriving is 1 month (based on the time when TXID is generated on the blockchain), and a deposit not arriving for more than 1 month will not be processed. Please contact us as soon as possible.