Troubleshooting Guide: Unable to Log In to Your Pionex Account

Accounts registered via Google or Apple do not have a standalone password. Do not enter anything in the password fields. Instead, click the 「Continue with Google」 or 「Continue with Apple」 button directly on the login page.

This is a randomly generated relay address created by Apple's Hide My Email feature when you signed up using your Apple account. This address is linked to your Apple ID and is the actual login email for your Pionex account — this is not an error.

Sign in with Apple is only supported on iOS devices. If you originally registered on an iOS device using your Apple account and now need to log in on an Android device, please first sign in on your iOS device, go to Security, confirm the email bound to your account, and set a password. Once done, you can log in on Android using your email and password.

This usually means you've logged into a different account under your name. If you've ever registered on Pionex using different emails, phone numbers, a Google account, or an Apple account, each of these is a separate and independent account — balances are not shared.

Please log out and try signing in with a different method you may have used to register, until you find the account that holds your assets. A common scenario is having both a phone number account and an email account, with assets in one but accidentally logging into the other.

On the login page, click 「Forgot Password」, enter the email address or phone number you used to register, and follow the on-screen instructions to reset your password. View detailed tutorial

Search your inbox for any historical emails from Pionex. Your registration confirmation email will include the email address you signed up with. If you can't find it, please contact customer support — after verifying your identity, we can help you look into it.

If you've switched phones, lost your phone, or accidentally deleted Google Authenticator and can no longer retrieve your verification codes, please fill out the Google Authenticator unbinding request form. Submissions are typically reviewed and processed within 3 business days. Go to unbinding request form

If the phone number linked to your Pionex account is no longer in use and you can't receive SMS verification codes, please contact customer support. After verifying your identity, you can request to manually unbind the old phone number and then log in using your email instead.

First, check your spam or promotions folder and confirm your email address is spelled correctly. Add service@pionex.com、no-reply@pionex.com to your whitelist and try resending. If you still haven't received it, please refer to How to fix missing verification codes.

Make sure you've entered the correct international country code and that your phone signal is normal. If you're currently abroad, some carriers may block international SMS — try switching to a Wi-Fi network or use email verification instead. If the issue persists, please refer to How to fix missing verification codes.

After 5 consecutive failed attempts using an incorrect password or verification code, your account is automatically locked for 30 minutes as a security measure. Simply wait 30 minutes and try again — no need to contact customer support. We recommend using the waiting period to double-check that your password and verification code are correct, to avoid triggering the lockout again after it lifts.

Please go through the following steps one by one:

Please contact our support team via live chat or by emailing service@pionex.com. Include a screenshot of the error message you're seeing so we can identify the issue as quickly as possible.