Why Is Face Verification Triggered?
I already have 2FA enabled. Why do I need to verify again for a withdrawal?
The two verifications protect different things.
2FA (Two-Factor Authentication) confirms that it's you logging into your account. Face verification is the last line of defense before funds leave your account — it confirms that the person initiating the withdrawal matches the identity on file.
Even if your password is compromised or someone else has access to your device, face verification can prevent unauthorized transfers. Both layers serve a distinct purpose and work together to keep your funds safe.
Does everyone need to complete face verification when withdrawing?
No. Face verification is triggered automatically by our risk control system and only applies to accounts or withdrawal requests that meet certain criteria, such as:
Unusual login activity or account behavior detected recently
Withdrawal patterns that differ from your usual activity
A risk flag associated with the account
This is the system proactively protecting your assets. It does not mean your account is at fault, nor does it imply any suspicion of wrongdoing on your part.
Can I skip or disable face verification?
No, it cannot be skipped or disabled. When the system requires face verification, it is a mandatory step to complete the withdrawal. This is part of our compliance requirements. Thank you for your understanding and cooperation.
Face Verification Isn't Working — What Should I Do?
Face verification keeps failing. How do I fix it?
Please check the following in order:
Ensure good lighting — make sure your face is well-lit and evenly illuminated; avoid backlighting or dim environments
Face the camera directly — keep your face centered within the frame; do not wear a hat, mask, or sunglasses
Follow the liveness detection prompts — if asked to blink or turn your head, follow the instructions carefully
Try a different device — if your current device has a low-quality or damaged camera, try logging in on another device
If verification still fails after multiple attempts, please contact our support team and we will assist with a manual review.
My phone camera is broken and I can't complete face verification. What can I do?
You have two options:
Borrow another device — use a family member's or friend's phone, log in to your own account, and complete face verification
Use the web version on a computer — visit www.pionex.com and log in using a computer with a working camera
When using someone else's device, make sure it's a trusted and secure environment, and remember to log out when you're done.
The account's KYC identity doesn't match the person operating it (e.g., using someone else's account). Why does face verification fail?
Pionex accounts must be registered and operated by the verified account holder in person. If the person operating the account does not match the KYC identity on file, face verification will not pass.
Please have the verified account holder log in and complete the face verification themselves. If there are special circumstances, please email us at service@pionex.com and we will look into the situation.
Still Have Questions After Completing Face Verification?
How long does a withdrawal take after passing face verification?
Once face verification is complete, your withdrawal enters the normal processing flow. On-chain transfers are typically broadcast within a few minutes to tens of minutes. Large withdrawals may take longer.
If your funds have not arrived after a reasonable amount of time, please take a screenshot of your withdrawal record and contact our support team.