If you need to delete your account, please log in to your account, then follow the steps below.
Step 1: Go to the delete account page
Please click the Avatar icon in the upper right corner, followed by [Security] and then [Delete]
Step 2: Confirmation of Notes
Please read the notes and risk warnings carefully before deleting your Pionex account. Then click [Confirmation] solve the captcha verification(if applicable), and click [Next Step] in order.
Step 3: Withdrawal of assets
If you still have assets in your current account, follow the instructions in Step 2 and click on [Next Step], you will see the following page. Please follow the steps in the picture to process and withdraw your assets.
Step 4: Delete account
If you have already withdrawn your assets, then after you click [Next Step] as instructed in Step 2, you will be directed to the 2-Factor authentication page.
Enter the relevant verification codes to verify and click the [Confirm] button. Next, you will be directed to the identity verification page. Enter your identity-verified ID number and click [Submit], then the "Deleted" prompt will appear notifying you of successfully deleting your account.
Please note that account deletion is irreversible. Once your account is deleted, you will no longer be able to access it or view any data associated with it.
FAQ:
Q: What does "Unique ID" refer to?
A: The "Unique ID" is the official identification number found on the document you provided during the identity verification process. This typically includes your:
ID Card number
Passport number
Driver’s License number
Q: What should I do if my document number has changed due to renewal or moving to a new region/country?
A: If your ID number has changed (e.g., you received a new license after it expired or moved to a different region/country), please notify Pionex Support for assistance.
Q: If I delete my account, can I sign up again immediately?
A: No. If you have deleted your account and change your mind, there is a 30-day waiting period. You will be able to create a new account once 30 days have passed from the official date of your account deletion.
Q: After my account has been deleted for more than 30 days, can the same email address or phone number be reused?
A: Yes. Once an account has been deleted for more than 30 days, its email address and/or phone number becomes available for reuse in either of these ways:
To register a brand new Pionex account, or
To be added (bound) to an existing Pionex account — but only if that existing account is currently missing that particular item.
A Pionex account can be bound to an email address only, a phone number only, or both. This means the deleted account's email can only be bound to an existing account that does not currently have any email address bound (regardless of whether that account already has a phone number), and the deleted account's phone number can only be bound to an existing account that does not currently have any phone number bound. If the existing account already has both an email address and a phone number bound, the deleted account's email or phone number cannot be added to it.
Q: After my account is deleted, what happens to my KYC2 identity verification information? Can I use it to verify a new account?
A: Once your account is deleted, the KYC2 identity verification information linked to that account is also deleted.
To complete KYC2 verification on the new account, however, you will need to wait until the 30-day waiting period has passed, and then complete KYC2 verification again through the normal process.
Q: I cannot log in to my account. Can Pionex assist me in deleting it?
A: For security reasons, account deletion must be performed by the account owner personally. If you are having trouble logging in, please contact Pionex Support. We will help you regain access so that you can manage or delete your account securely.
Q: When the 30-day waiting period ends, will I receive an email or SMS notification?
A: No. The system does not send an automatic email or SMS notification when the waiting period ends. You can try re-registering with the email address or phone number from your original account — if the registration goes through, that confirms the 30-day waiting period has ended.
Q: How do I complete identity verification (KYC2) again once the waiting period is over?
A: Simply submit your identity verification again through the normal process — there is no separate step to "release" the waiting period. If the 30 days have genuinely passed, verification should go through normally. If you've confirmed that 30 days have passed but still can't complete KYC2, please contact Pionex Support and we'll arrange a manual review for you.
Q: I'm having trouble receiving relevant verification codes, how can I resolve this?
A: How to solve the Can't Receive Email Verification Code issue.
How to solve the Can't Receive SMS Verification Code issue.
Q: The system is prompting 'invalid verification code.' How can I resolve this?
A: How to solve the Email/SMS Verification Codes wrong issue.
How to solve the 2FA Code Error.
Q: Can I still close my account if the ID document used for identity verification has expired?
A: Yes. The system verifies your identity based on the information submitted during your original identity verification. An expired document will not affect the account closure process.
Q: How should I enter my ID number?
A: Please enter the complete ID number exactly as it appears on the document you used for identity verification, including all letters and digits. The ID number is case-sensitive, so please keep uppercase and lowercase letters as they are. Do not add spaces. The page may display the first and last characters of your ID number; these characters are part of your number, so you still need to enter the full number, including them. If verification still fails after several attempts, please contact Pionex Support.
Q: Why am I unable to complete account closure after entering my identity verification information?
A: Please ensure that the ID number you entered matches the information submitted during your original identity verification. If you have renewed or replaced your ID document, please use the information from the document originally used for verification. If the original document has been lost or you are unable to confirm the information previously submitted, please contact Customer Support for assistance.
Q: My ID number is correct. Why does the system still show an error?
A: This is usually caused by non-English keyboard characters. Please switch to an English keyboard and re-enter your ID number manually instead of copying and pasting.
Q: Can I apply to close my account if my account balance is below 10 USDT?
A: Yes. Before initiating an account closure, you must ensure that the assets in your account are worth less than the equivalent of 10 USDT. Once the account closure is completed, any remaining assets in the account will be cleared and cannot be recovered or retrieved.
Q: Can I request the permanent deletion of all my personal data and account information?
A: In accordance with international financial regulations, Anti-Money Laundering (AML), and Know Your Customer (KYC) legal requirements, we are legally required to retain necessary identity and transaction records for a specified period after an account is closed or deleted, and therefore cannot perform an immediate complete erasure of all data. However, please rest assured that upon account closure, your personal information will be strictly anonymized, isolated, and encrypted, and will only be accessed for legal compliance and regulatory audit purposes, never for daily operations or marketing activities.