Pionex does not handle the conversion of cryptocurrency to fiat or the transfer of funds to your local bank account directly. Instead, we partner with AlchemyPay — a licensed third-party payment service provider — to facilitate this process.
Please note that selling cryptocurrency to a local bank account (Fiat withdrawal) is treated as a withdrawal.
Web operation steps
Step 1: Navigate to the Third-Party page
From the top navigation bar, click [Buy Crypto] → [Third-Party] to enter the Third-Party page.
Step 2: Fill in the Sell form
Click [Sell] to switch to the sell view.
Click [USDT] to select the cryptocurrency and network you want to sell.
Select the fiat currency you wish to receive. If your local currency is not listed, your region is currently not supported.
Enter the amount of USDT you wish to sell.
Click [Sell USDT] to proceed.
*Please note: The receiving amount displayed on this page is for reference only. You will need to proceed to the merchant's page to confirm the final amount.
Step 3: Complete the merchant's payment page
Agree to the merchant's disclaimer to continue.
You will be redirected to AlchemyPay's payment page — please fill in all required information, including your bank account details.
After completing the form and submitting, an order ID will be generated. Keep this for your records.
Step 4: Wait for the deposit
Once the order is created, the merchant will review it manually and deposit the fiat currency into your bank account within 1–3 working days.
App operation steps
Step 1: Navigate to the Third-Party page
Tap [Pionex] → [More], then go to Deposit & Withdrawal. Select [Buy] and choose [Third-Party].
Step 2: Fill in the Sell form
Tap [Sell] to switch to the sell view.
Tap [USDT] to select the cryptocurrency and network you want to sell.
Select the fiat currency you wish to receive. If your local currency is not listed, your region is currently not supported.
Enter the amount of USDT you wish to sell.
Tap [Sell USDT] to proceed.
*Please note: The receiving amount displayed on this page is for reference only. You will need to proceed to the merchant's page to confirm the final amount.
Step 3: Complete the merchant's payment page
Agree to the merchant's disclaimer to continue.
You will be redirected to AlchemyPay's payment page — please fill in all required information, including your bank account details.
After completing the form and submitting, an order ID will be generated. Keep this for your records.
Step 4: Wait for the deposit
Once the order is created, the merchant will review it manually and deposit the fiat currency into your bank account within 1–3 working days.
FAQ
Q: My country is not listed for fiat withdrawal. What are my alternatives?
A: Third-party channels currently support fiat withdrawals in the following currencies only: EUR, HKD, IDR, INR, KRW, MYR, PHP, TRY, USD. If your country or local currency is not currently supported for fiat withdrawal via AlchemyPay, you can transfer your funds as cryptocurrency to another platform that supports the conversion of crypto to fiat and local bank withdrawals in your region.
Q: When I try to sell crypto, I receive an error message "Account at Risk". What should I do?
A: Please reach out to our customer support team for assistance. Our team will review your account and guide you through the next steps.
Q: I tried to sell a small amount of crypto, but the Sell button is not clickable. What is the reason?
A: There is a minimum transaction amount required to proceed with a sell order. If the amount you entered is below the minimum, the Sell button will not be available. The minimum amount will be displayed on the page once you have entered an insufficient amount. Please try again with a larger amount.
Q: After I created order, it shows my transaction failed. What should I do?
A: You can contact customer support with your order ID and your TRC20 deposit address. We will assist you for a refund.
Q: Why is my fiat withdrawal failing?
A: Verify that your withdrawal bank account details exactly match the KYC identity information registered on your Pionex account. Mismatched information is a common cause of failed withdrawals.
Q: Why can't I withdraw the currency shown in my account balance?
A: The currency displayed in your account is valued in Euros or other currencies and does not represent actual cryptocurrency. Before making a fiat withdrawal, you must first convert your assets to USDT, then proceed with the fiat withdrawal through third-party channels.
Q: I completed a BRL Bank Transfer deposit but cannot withdraw fiat — why?
A: A T+14-day withdrawal restriction applies after completing a BRL Bank Transfer deposit. You will be able to withdraw fiat once the 14-day period has elapsed from the date of your deposit.
Q: When can I withdraw after depositing via bank transfer (AlchemyPay SEPA)?
A: For AlchemyPay SEPA (EUR) bank transfer deposits, a T+10-day withdrawal restriction applies. You will be able to withdraw once 10 days have elapsed from the date your transaction is completed.
Q: I received an email telling me my fiat withdrawal has failed (fiat withdrawal through third-party, Alchemy Pay withdrawal), asking me to contact customer service to arrange for a refund. What should I do?
A: When you receive a fiat withdrawal failure email notification, please contact customer service and provide the following information:
Your Pionex TRC-20 USDT deposit address to receive the refund
A screenshot of the failed fiat withdrawal
Once the customer service team receives this information, they will communicate with the third-party service provider to arrange the refund.
Q: Why am I getting a Name Mismatch error?
A: This is usually caused by your bank account name not matching your Pionex KYC name. Please check whether your bank account name matches the name on your ID document.
Q: My bank account name and ID name are the same, but I'm still getting a Name Mismatch error. How do I resolve this?
A: Please contact Pionex official customer support for assistance in investigating the issue.