What is KYC?
KYC (Know Your Customer) is the process by which financial institutions identify and verify the identity of their customers — a critical compliance requirement widely adopted around the world. Through KYC verification, Pionex is able to meet regulatory requirements across different jurisdictions and effectively prevent money laundering and terrorist financing.
For you, completing identity verification not only enhances the security of your account but also ensures better support in the event of any account issues. At the same time, it unlocks higher withdrawal limits and access to more platform features.
Verification Levels and Feature Limits
Pionex has three identity verification statuses. The higher the verification level, the more features and withdrawal limits are available.
Feature | LV.0 | LV.1 | LV.2 |
Trading | ✗ | ✓ | ✓ |
Deposit | ✗ | ✓ | ✓ |
Fiat Deposit | ✗ | ✗ | ✓ |
24H Withdrawal Limit (USD) | 0 | 20,000 | 2,000,000 |
30-Day Withdrawal Limit (USD) | – | 100,000 | – |
Note: The 24-hour and 30-day withdrawal limits use a "rolling calculation" method — the timer starts from the most recent withdrawal and rolls forward, rather than resetting at a fixed time each day. For example, a LV.1 user who withdraws 20,000 USDT at 08:00 UTC on January 1st will be able to withdraw again from 08:00 UTC on January 2nd.
How to Complete Identity Verification?
LV.1 Identity Verification
App: Profile icon → Identity Verification
Web: Profile icon → Identity Verification
Required information: country/region, full name as shown on ID document
LV.2 Identity Verification
Can be completed directly without first completing LV.1
Submit a valid government-issued identity document
Complete facial recognition verification
Important Notes
In accordance with applicable laws and regulations, identity verification is only available to users aged 18 or above.
If you entered an incorrect name during registration, there is no need to worry — once LV.2 verification is completed, the system will automatically replace it with the legal name shown on your identity document.
Which Identity Documents Are Accepted?
LV.2 verification accepts the following three types of government-issued identity documents:
Passport
National ID card (must include a photo)
Driver's license (must include a photo)
Important Notes:
Documents must be photographed from the original physical document; scans, printouts, and screenshots are not accepted
Documents must have a validity period of at least 6 months from the date of submission
Users with multiple nationalities: please use the document from the nationality most closely tied to your primary identity
Mainland China users residing overseas: only passports are accepted. An additional proof of overseas residence is also required (utility bill or bank statement issued within the past 6 months, showing an overseas address)
What to Do If KYC Is Rejected?
After a KYC rejection, you can try resubmitting in the following ways:
Switch to a different document type (e.g., from a national ID card to a passport or driver's license)
Ensure photos are clear, unobstructed, and taken from the original physical document
If using a VPN or Tor browser, please disable it and try again
Try switching to a different network or device
Due to compliance requirements, customer support is unable to disclose the specific reason for a KYC rejection. We apologize for any inconvenience. Some accounts are permanently rejected for security reasons and cannot proceed with identity verification.
What If I Accidentally Selected The USA Country?
If you accidentally selected the US verification option during KYC, the verification will be rejected automatically. To restart with the correct option:
On the Identity Verification page, tap the [Go fix] button on the rejection notice;
Click [Re-submit], then click [Start];
When prompted to select your region, choose [All countries except USA];
Proceed with verification as normal.
How Long Does KYC Review Take?
Standard cases: completed within 1 hour
Complex cases: 1–3 business days
Customer support cannot directly assist users in passing the review, as it is handled by a dedicated team. If the wait time exceeds your expectations, please contact customer support, and we will escalate the case to the relevant department.
Verification Level Management and Account Operations
KYC2 cannot be downgraded back to KYC1 once completed.
Each KYC identity can only be linked to one Pionex account; registering multiple accounts with the same identity is not permitted.
KYC identity information cannot be directly transferred to another account. If you have such a need, you can consider deleting the current account and waiting for 30 days before registering a new account.
After an account is deleted, the same email address, phone number, or KYC identity will need to wait for a 30-day cooling-off period before being used to re-register and complete verification again.
Can KYC Information Be Updated?
Name change: If you need to update your KYC information due to a legal name change, please email service@pionex.com with photos of the front and back of your new identity document and your government-issued name change certificate.
Address update: KYC only records country-level information; your detailed street address does not affect account functionality and does not need to be updated. If you have relocated to a different country, please email service@pionex.com to arrange an update.
Does LV.2 verification require completing LV.1 first?
No. LV.1 and LV.2 verification are independent processes — you can apply for LV.2 directly without completing LV.1 beforehand. If your account already has LV.1 verification on record, it will automatically upgrade once LV.2 is approved, and your previous verification data will be replaced with the new information. No additional action is required on your end.
Why Liveness Verification May Fail — and How to Fix It
Liveness verification failures are usually caused by environmental or technical factors that prevent the system from clearly detecting and matching your face. When the system cannot confirm that a real, live person is performing the scan, it will automatically decline the attempt. Common reasons include poor lighting that obscures facial features, not facing the camera directly (resulting in only a partial face being captured), another person appearing in the frame during the scan, wearing headphones or earbuds, or facial features that differ too significantly from the photo on your submitted ID document. Please also note that the system only accepts real-time live scans — attempting to scan a photo, screen, or printed picture of yourself will also result in a failed attempt.
To help ensure your verification is completed successfully, please follow the tips below:
Use the Pionex App: If you are currently accessing Pionex via a web browser, we strongly recommend downloading the Pionex App (available on iOS and Android) before proceeding. Mobile phone cameras generally integrate far more smoothly with our liveness detection system than webcams.
Lighting & Environment: Ensure you are in a well-lit area with a plain background. Avoid having bright light sources directly behind you, as this can cast shadows on your face.
Remove Obstructions: Take off any glasses, hats, masks, headphones, or any other accessories that may cover your facial features, and ensure no other person is visible within the camera frame.
Follow On-screen Prompts: Hold your phone at eye level, keep your face entirely within the on-screen frame, and follow any instructions given by the system, such as blinking or turning your head.
If you are still unable to pass verification after addressing the above, or if the system no longer allows you to reattempt, please contact our customer support team for further assistance.