If you can't log in to your account and Google Authenticator is not accessible or has stopped working. You can reset it by following the steps below, and we will show you how to do it on the Web and App sides.

👉🏻 Web operation step

👉🏻 App operation step

Web operation step

Step 1. Find the reset 2FA portal
Click the [Sign in] button, then enter your account and password on the login page. Next, click [Sign in] - [Lost 2-factor authentication?].

Step 2. Authentication
After reading the instructions, click the [Start] button. Enter your account password, then click the [Next] button. Enter the relevant verification code and click the [Next] button to continue.

Step 3. Fill in the form
Please fill out the required questionnaire and then click the [Submit] button to submit your application.

App operation step

Step 1.  Find the reset 2FA portal
Click the [Pionex] - [Sign in] button, then enter your account and password on the login page. Next, click [Next Step] - [Lost 2-factor authentication?]. Read the instructions and click the [Start] button to continue.

Step 2. Authentication
Next, enter your password again, then click the [Next] button. Choose "Disable Google authentication" and click the [Next] button. Enter the relevant security verification codes, and finally, click the [Next] button to continue.

Step 3. Fill in the form
After entering the self-service Google Authenticator reset page, fill out the required questionnaire, then click the [Submit] button to submit your application.

FAQ:

1. Is there anything I need to pay attention to when filling in the questions?
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) Username: (Please answer with the username 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)

2. What should I do after I apply to reset Google Authenticator?
After you successfully submit your application, we will review it within 48 hours and notify you via email or SMS.

3. Why can't I withdraw assets after resetting Google Authenticator?
For risk control reasons, the system will prohibit asset withdrawals for 72 hours after the Google Authenticator reset has occurred on your account to ensure the safety of your account assets.

4. What if I forget my password and cannot apply for a 2FA reset?
We recommend following the How to Reset Password when Google 2FA lost an article.

5. I'm having trouble receiving relevant verification codes, how can I resolve this?

Please refer to the Can't Receive Email Verification Code and Can't Receive SMS Verification Code articles for troubleshooting.

6. The system is prompting 'invalid verification code.' How can I resolve this?

Please refer to the Email/SMS Verification Codes Wrong article for troubleshooting.

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