When You Can Apply for Card Deletion
Users typically consider applying to delete their Pionex Card in the following situations:
There is an external subscription, and repeated failed charge attempts from the merchant are resulting in extra fees;
The card cannot be bound to an e-wallet (such as Apple Pay / Google Pay);
The card cannot be used for payments with a specific merchant;
The billing address for the card cannot be obtained.
Please Note: The process described in this article applies only when the user is proactively applying to delete their card — it does not apply to cases where Pionex proactively deletes the card. If your card was deleted by the platform, please contact Customer Support for assistance; there is no need to fill out the application form below.
Before You Apply
We recommend transferring any remaining balance out of the card before applying, so that the card balance is at or close to zero.
Your card balance cannot be negative. If your card currently shows a negative balance, please transfer funds from your Pionex Primary account to the card to clear it first — a card deletion application cannot be processed while a negative balance exists.
Before applying, please make sure you have cancelled or disabled all subscriptions with merchants that are charged to your Pionex Card.
Please make sure you do not have any pending refunds from merchants before applying — a refund cannot be processed back onto a card that has already been deleted.
All required fields must be filled in accurately. Incomplete submissions cannot be processed.
You will need to provide a valid identity document and complete a face authentication video to verify your identity.
The application form will also ask whether you wish to apply for a new card if your card deletion application is approved. Please note that this reapplication for a new card is a separate request and is also subject to its own review and approval — it is not automatically granted. A new card can only be reissued or reapplied for after the card deletion has been completed.
If approved, there are no fees for card deletion or for applying for a new card, whether virtual or physical.
Once your application has been reviewed, we will notify you of the outcome via email.
Please Note
Card deletion is intended as a final solution for issues that cannot be resolved through other means. It should not be treated as an easy fix for problems that can already be solved — and in some cases, deleting and reapplying for a card will not resolve the underlying issue either.
To help set the right expectations, here are some common reasons a card deletion application may not be approved:
Active subscriptions: If your card has an active subscription with a merchant, please contact that merchant directly to cancel the subscription first. Note that even after your card has been successfully deleted, if the merchant continues to submit payment requests against it, you may still be charged a USD 0.5 failed-transaction fee (this depends on the card scheme). Deleting the card does not guarantee this fee will be avoided, so contacting the merchant directly to cancel the subscription and stop repeat payment attempts remains the best solution.
Address display requests: Pionex Mastercard does not support displaying an address on the card, so deleting and reissuing the card will not resolve this.
Apple Pay / Google Pay binding issues: If your card is unable to bind to Apple Pay or Google Pay, this can usually be resolved through other means. Please contact customer service for further assistance.
How to Apply
Click the link below to access the application form: 👉 Application to Delete Pionex Card (This form is intended only for users proactively applying to delete their Pionex Card; if your card was deleted by the Pionex platform, please do not use this form — contact Customer Support instead.)
Please prepare the following information before filling out the form:
Basic Information
Pionex Account UID (8-digit number)
Commonly used email address (we will contact you via this email)
Type of Pionex Card you wish to delete: VISA or Mastercard
Reason for deleting the card
Optional
A screenshot depicting the problem you face (if applicable, max 100MB, image format)
Identity Verification (Required)
If card deletion is approved, do you wish to apply for a new one? (Yes / No) — note that reapplying for a new card is subject to a separate approval process, and can only be reissued or reapplied for after the card deletion has been completed.
Front photo of your identity document (ID card, driver's license, passport, or other official documents; max 100MB, image format)
Back photo of your identity document (same as above; max 100MB, image format)
Face authentication video (max 1GB, video format)
Face Authentication Video Requirements
The video must be 3–5 seconds long and clearly show the following:
Your face
Your identity document held in your hand
A white piece of paper with the written text: "Delete Pionex Card YYYY-MM-DD" (where YYYY-MM-DD represents the date of submission)
For example, if you are submitting on March 15, 2025, the paper should read "Delete Pionex Card 2025-03-15".
What Happens Next
Whether your application is approved or rejected, our team will reply within 3 business days of your submission date via the email address you provided to let you know the outcome. If approved, the card deletion will then be processed.
Can I Withdraw My Application?
Yes. After you submit your application, our team will review it within 3 business days. During this review period — before your application has been processed — you can contact Pionex Customer Support to request that your card deletion application be withdrawn.