What is an Emergency Contact?
Protecting the safety of your assets is our top priority. By setting up an emergency contact, you can designate someone you trust. If your account stays inactive for a certain period, we will first try to reach you; if we still cannot reach you, we will notify your emergency contact using the details you provided.
In special circumstances, your emergency contact may be eligible to assist with changes to or the transfer of your account assets.
How to Add an Emergency Contact?
Step 1: Open the Pionex App and tap your profile icon in the upper-left corner → Go to [Security] → [Emergency Contact].
Step 2: Before adding an emergency contact, please carefully review the feature description on the page. Once you have read it, tap [Add Emergency Contact].
Step 3: Enter the emergency contact information as prompted, then tap [Next] once all details have been completed.
Step 4: Set the notification time, then tap [Save] to complete the setup.
Explanation of the notification time shown above: If no account activity is detected for one year, we will initiate a contact process with the account holder. If no response is received and no account activity is detected within one month after the initial contact attempt, we will then initiate a contact process with the emergency contact you have designated.
Step 5: A confirmation pop-up will appear. Please review the information carefully, and if everything is correct, tap [Confirm] and complete the required security verification.
Step 6: Once the verification is successfully completed, the emergency contact will be added. You can view the contact's details on the Emergency Contact page and update the information at any time if needed.
When Will We Contact Your Emergency Contact?
If your account remains inactive (no login activity) throughout the inactivity period you have configured, we will first attempt to contact you via email and SMS.
If we do not receive any response from you or detect any new login activity within the response period you have set, we will then contact your designated emergency contact via email and SMS. Follow-up notifications will be sent every 10 days until either a response is received or login activity is detected on your account.
At any point during this process, if you log in to your account again, the notification and contact process will automatically be terminated.