As part of routine platform operations, Pionex may close accounts that violate platform policy. Once a closure decision is made, the user will immediately receive a formal notification email.
What do I need to do after receiving an account closure notice?
After receiving the notice, users need to complete the following:
End trading activity — close all positions and cancel all outstanding open orders;
Withdraw remaining funds — transfer assets elsewhere via on-chain withdrawal;
After the notice is received, the account will only support the withdrawal function; other functions such as deposits, trading, Convert, and Wealth Management will be restricted.
How do I make an on-chain withdrawal?
Both the App and the web platform provide corresponding step-by-step guide links. Users must verify that the withdrawal address and network match the recipient's information, to avoid any loss of assets. The minimum withdrawal amount for each cryptocurrency can be found on the Pionex fees page.
Frequently Asked Questions
1. Can an account closure be appealed?
Account closure decisions are final and cannot be appealed.
2. Why was my account closed?
Pionex periodically reviews accounts in accordance with the Terms of Service to ensure compliance with operational, risk control, and regulatory standards.
3. Can I re-register?
A closed account cannot be reactivated, and the associated identity information cannot be used for identity verification again.
4. What happens to my Earning products?
Flexible Earning products can be redeemed at any time; Fixed Earning products will require contacting customer support for assistance once they mature.
5. Will changing my password have any effect?
After changing your password, the account will enter a 24-hour security freeze period, during which withdrawals will not be possible.
6. What if I don't receive the notification email?
Users will receive an account closure notification email; if it doesn't appear in your main inbox, please check your spam/junk folder.