When you receive a notification of an unfamiliar transaction or suspect that a non-authorized transaction has occurred, please first complete the verification and investigation process before taking any corresponding actions, to avoid incorrect operations that may affect your normal card usage.
I. First, verify whether it is a personal/authorized transaction
Confirm account security status: Check whether there are any unfamiliar device logins or unauthorized account changes.
Review common misjudgment scenarios, such as subscription auto-renewals, hotel/car rental pre-authorizations, or delayed posting of offline transactions.
Verify key transaction details: Confirm the transaction time, merchant name, transaction amount, and transaction location to determine whether it was made by you or an authorized family member/friend.
II. If a non-authorized transaction / suspected fraud is confirmed, take immediate action according to the instructions below
Emergency risk control: Follow the instructions in the image to enable the card freeze function immediately. This will disable all spending permissions of the Pionex Card, freeze balances, and effectively prevent further fraudulent transactions.
Operation guide: Go to the card page, tap [More] > tap [Freeze]> tap [Confirm]> complete the security verification to temporarily suspend the card.
Important Notice: The one-click freeze function is only intended for account abnormal risk scenarios. Please do not use it casually during normal card usage. Once frozen, all Pionex Card spending functions will be immediately disabled.
*Merchants may still attempt to initiate charges (e.g., auto-renewals, system retries) even if a card is frozen. Please note that even though the payment fails, constant authorization attempts may still incur failure processing fees due to the repeated order rejects. Please contact the merchants to remove card binding and subscription to avoid this issue.