The cancellation of a Pionex Card falls into two categories: one where the user actively initiates the cancellation request, and another where the platform proactively cancels the card based on its usage. These two scenarios are handled differently, and this article only covers the case of platform-initiated cancellation.
If your card suddenly stops working but you did not apply for cancellation yourself, this is a routine measure taken by the platform—in order to provide better service to users—against cards that have been inactive for a long time or used very infrequently. The following frequently asked questions can help you understand the details.
My card was suddenly cancelled, but I didn't apply for cancellation. Why did this happen?
If you did not actively apply for cancellation, but your card can no longer be used, this is usually a platform-initiated cancellation. In order to provide better service to users, the platform periodically reviews Pionex Cards that are inactive or used very infrequently, and cancels such cards—this is different from a user actively applying for cancellation.
How long does a card need to remain unused to be considered "inactive" and cancelled? Is there a clear standard?
The specific criteria fall under the platform's internal risk control and operational policies, and exact timelines or numerical thresholds are not publicly disclosed at this time. Cancellations are processed in batches by the system according to uniform rules, rather than individual decisions made for specific users.
How much balance/funds do I need to keep in the card to prevent it from being closed by the system?
There is no publicly disclosed minimum balance requirement. Like the inactivity criteria above, the specific thresholds the platform uses to judge whether a card qualifies for cancellation—including any balance-related factors—fall under the platform's internal risk control and operational policies and are not disclosed. Simply holding a balance in the card does not by itself guarantee it will be treated as active; regularly using the card for transactions is the recommended way to reduce the risk of cancellation.
Will the platform send an email notification before a card is cancelled? Why didn't I receive one this time?
Under normal circumstances, the platform sends an email notification to users in advance before cancelling a card. We deeply apologize for the situation where some cards were cancelled without prior notice between August and September 2026. The platform is currently optimizing the notification mechanisms to prevent similar issues from happening again.
Can a card cancelled by the platform be reactivated?
No. A card cancelled by the platform cannot be reactivated, and this action is irreversible.
Can I immediately apply for a new card after my card is cancelled? Am I "permanently excluded" from card issuance?
Not at the moment, but you are not permanently excluded. Until the platform releases new rules and announcements, users cannot reapply for a new card for the time being. If the platform reopens card applications or launches new card services (such as Visa) in the future, we will notify everyone via official announcements or email as soon as possible. At that time, you will be able to reapply according to the new rules.
If my card is canceled, can I register a new account to reapply for a card?
No. Once a card has been canceled, reapplication is currently not supported, including attempting to submit a new application through another account.
After a card is cancelled, how is the balance on the card handled?
This depends on the card's asset status at the time of cancellation:
If the Card Account still holds a balance (positive assets): the balance does not move to your Primary account automatically — it stays in your card's fund account. If the card's transfer option is still available, move it to your Primary account yourself:
App: Wallet > Card > Deposit > Transfer > set "From" to "Card Account" and "To" to "Primary Account"
Web: Card > Transfer > set "From" to "Card Account" and "To" to "Primary Account"
If the card is already fully closed and you cannot complete the transfer, please contact support and we will move it out for you.
If the Card Account is in negative balance (a debt): the Payment Account is retained and is not automatically cleared to zero; the outstanding debt still needs to be settled. To repay it, see: How to transfer funds between accounts. If the debt is not repaid, some Pionex account features—such as withdrawals—may be restricted.
If a refund was generated for an order before the card was cancelled, where will that refund go?
The refund still credits successfully, but it does not go to your Pionex Primary account automatically — it stays in your card's fund account (depending on the card, it may be held for a short period first). The money is not lost while it waits there. To get it to your Primary account, transfer it yourself (Card > Primary) if that option is still available; if the card is fully closed and you cannot, please contact support and we will move it out for you.
Will subscriptions or merchant charges on the old card automatically transfer to the new card after cancellation?
No. The new card is a completely independent, clean account and will not inherit any recurring subscriptions or merchant billing relationships from the old card. In other words: any subscription services not cancelled on the old card will not automatically be charged from the new card; you will need to go to the relevant subscription platform or merchant page yourself and rebind your payment method using the new card's information.