To ensure accuracy in fund allocation and safeguard transaction security, our system temporarily locks funds during processing. This measure is designed to prevent duplicate settlements and protect your assets.
Please note: Pionex does not freeze user funds without cause.
Common Reasons for Fund Freezing
Your funds may be locked or occupied by the system due to the following reasons:
Active Trading Tools: Funds are currently allocated to a running trading bot.
Pending Limit Orders: You have open limit orders in manual trading that have not yet been fully executed.
Fiat Deposit Restrictions: Recent fiat deposits may be subject to a T+N withdrawal lock period.
Earning Products: Funds are currently committed to purchasing Earn products.
Compliance Review Hold: Your funds may be temporarily restricted due to a risk assessment on your account. This may be triggered by factors such as high-risk fund sources, unusual transaction patterns, or other compliance-related concerns.
How to Check Occupation Status?
If you are unsure why your funds are locked, you can review the details through the following steps:
On the App
Step 1: Navigate to [My Account] and select the "Primary Account" tab. Locate the Spot Balances section and tap on the specific currency you wish to check.
Step 2: Tap [Occupation Status] to view the specific reasons and details regarding the frozen or occupied funds.
On the Web
Step 1: Log in to the official website, click on [Wallet], and enter the [Primary Account] page.
Step 2: Under the "Portfolio" section, locate the specific currency and click [Details] to view the status and breakdown of the occupied funds.
Compliance Hold — Unfreeze Center
If your funds have been restricted due to a compliance review, you will not be able to trade or withdraw the affected assets until the review is resolved. All funds subject to a compliance hold will be reflected in the Unfreeze Center, where you can view the details of the restriction and follow the on-screen instructions to complete the required steps.
Depending on the nature of the review, you may be asked to provide additional information or documentation to verify the source of your funds or account activity.
To access the Unfreeze Center:
On the App
Step 1: From the homepage, tap your profile icon in the top-left corner and go to [Security].
Step 2: Under the "Related to account" section, find and tap [Unfreeze Center].
Step 3: All funds that have been frozen due to compliance hold will be displayed there. You can tap each item to view the details.
On the Web
Step 1: Click your profile icon in the top-right corner and select [Dashboard].
Step 2: Select [Unfreeze Center] to view all funds that have been frozen due to compliance hold.
