If, while making a fiat deposit through Alchemy Pay, your order is stuck at "additional information required" or you receive a notification email requesting "proof of source of funds," this means your order has triggered the EDD (Enhanced Due Diligence) process. This is a review mechanism carried out by Alchemy Pay, Pionex's third-party fiat service provider, based on compliance requirements. It is not an account anomaly or security issue, and you may rest assured and simply submit the required information as instructed.

EDD is mainly triggered under the following circumstances:

If you are required to complete EDD (Enhanced Due Diligence) while using the Alchemy Pay channel, you may go to the "Fiat Transaction History" page to view the relevant transaction. If that transaction requires EDD verification, the system will display an entry point for submitting EDD information, and you may follow the on-page instructions to complete the submission. If the required EDD information is not submitted within 30 days, the relevant funds will be automatically refunded.

Please note: when submitting your information, acceptable document types include bank statements, pay stubs, pension statements, investment records, or other relevant financial documents that can substantiate the source of funds. Documents must be clear and legible, and must correspond to your own name and the transaction amount.

Q1: Why is my deposit order being asked to provide proof of source of funds?

This is because your order has triggered Alchemy Pay's EDD (Enhanced Due Diligence) mechanism, which typically occurs when the deposit amount exceeds the transaction limit. This is part of the compliance review process and does not mean your account has been compromised or abnormally frozen.

Q2: How long do I have to submit my documents?
Please submit the required documents within 3 business days of receiving the notification email, via the form link provided in the email.

Q3: Roughly how long does EDD review take?
The review time varies on a case-by-case basis, and there is currently no fixed review timeframe. Once the review is completed, the system will automatically update the order status to "Approved" or "Rejected" and notify you via email of the next steps.

Q4: What should I do if my EDD documents are rejected?
Please check the reason for rejection stated in the notification, and resubmit the correct or clearer documents as instructed. There is no need to create a new order.

Q5: What file formats can I upload? Is there a file size limit?
Only JPG, JPEG, PNG, and PDF formats are supported. Each individual file must be within 5MB, and you may upload up to 10 files.

Q6: I don't want to provide this information — can I cancel my order?
Yes. You may choose to cancel the order and request a refund. The refund will be returned to your bank account via the original payment method, and is expected to be completed within 3–7 business days.

Q7: Can crypto earnings be used as proof of source of funds?
Yes, but you will need to provide an exchange account statement, wallet transaction records (including the TX Hash), or a realized profit/loss report, and you must prove ownership of the wallet, and the funds must be consistent with the source of funds for this fiat deposit.

Q8: What is the difference between EDD and standard KYC verification?
KYC is the account opening and basic identity verification process, whereas EDD is an additional source-of-funds review required for "specific transactions" (such as deposits exceeding the limit), representing a further level of compliance review. The two differ in their review purpose and timing.