Receiving a login alert does not necessarily mean your account has been compromised. Pionex automatically sends alerts when it detects a new IP address or new device logging into your account. In many cases, the alert is triggered by your own activity — switching Wi-Fi networks, using a VPN, or logging in from a new phone or computer.
This article will help you quickly assess the situation and know exactly what to do next.
Step 1: Review the Details in the Alert
Your login alert (sent by email or App push notification) typically includes:
Date and time of login
IP address and approximate location
Device information (e.g. Samsung, iPhone, etc.)
Compare this against your own activity:
Situation | What it likely means |
The time matches when you recently logged in | Most likely triggered by you |
The device matches one you currently use | Most likely triggered by you |
The location differs from where you actually were | Normal — IP location reflects your network provider, not your physical location |
The time is when you were definitely not using the app | Worth investigating further |
The device is completely unfamiliar to you | Worth investigating further |
A note on IP addresses and location: The location shown in your alert is determined by the network you were connected to, not your actual physical location. Different Wi-Fi networks or mobile carriers in the same city can display different locations. This is normal and does not necessarily mean someone logged in from another place.
Step 2: Check Your Active Login Sessions
Go to your account security settings to see which devices are currently logged in:
Mobile App: Pionex tab → Tap your avatar → Security → Logged Sessions
Website: Top-right avatar → Security → Login Device Management
If you see any device you don't recognise, you can force log it out directly from this page.
Step 3: Take Action Based on Your Assessment
If you confirm it was your own activity
No need to panic. However, we recommend taking this opportunity to review your account security:
Make sure your password is strong and not reused across other platforms
Confirm that Google Authenticator is enabled
Periodically remove devices you no longer use
If you confirm it was not you, act immediately in this order
1. Change your login password (do this first)
2. Re-bind your Google Authenticator Unbind it from the old device and set it up again on your current device. If you no longer have access to the old device, please contact our support team for assistance.
3. Secure or update your registered email If your email account may also be at risk, secure it first before updating the email address linked to your Pionex account.
4. Contact support to freeze withdrawals Before you finish the steps above, you can request a withdrawal freeze on your account to prevent any assets from being transferred out in the meantime. Note that completing an identity verification process will be required to lift the freeze.