KYC (Know Your Customer) is the process by which financial institutions identify and verify the identity of their customers — a critical compliance requirement widely adopted around the world. Through KYC verification, Pionex is able to meet regulatory requirements across different jurisdictions and effectively prevent money laundering and terrorist financing.
​

For you, completing identity verification not only enhances the security of your account but also ensures better support in the event of any account issues. At the same time, it unlocks higher withdrawal limits and access to more platform features.

Pionex has three identity verification statuses. The higher the verification level, the more features and withdrawal limits are available.

Note: "LV.0" indicates that identity verification has not been completed.
​
​Withdrawal limit lookup path:
App: Home → top-left avatar → Identity Verification
Web: https://www.pionex.com/en/my-account/kyc
​
​Note: The 24-hour and 30-day withdrawal limits use a "rolling calculation" method — the timer starts from the most recent withdrawal and rolls forward, rather than resetting at a fixed time each day. For example, a LV.1 user who withdraws 20,000 USDT at 08:00 UTC on January 1st will be able to withdraw again from 08:00 UTC on January 2nd.

Note on regional availability: Completing KYC does not by itself enable fiat services in every region. Some regions — for example, Russia — cannot use Pionex fiat deposit or fiat withdrawal even after verification, due to local regulations and platform policy. This is a regional rule, not an account, balance, or verification problem; crypto deposit/withdrawal, trading, and the Pionex Card are not affected.

LV.1 Identity Verification

LV.2 Identity Verification

Important Notes

LV.2 verification accepts the following four types of government-issued identity documents:

If your identification document is not one of these four types — for example, a voter ID, military ID, or birth certificate — it is not currently accepted for KYC verification. Please use one of the four supported document types instead. If you do not hold any of them, please contact Pionex Support to check whether an alternative can be arranged.

Important Notes:

In some cases, Pionex may ask you to submit a Proof of Address (POA) in addition to your identity document — for example, during KYC verification (such as for Mainland China users residing overseas), or when completing the bank transfer / virtual account onboarding questionnaire. Accepted Proof of Address documents (must be issued within the past 6 months):

A document type not on this list — such as a tax statement, rental/lease agreement, insurance bill, or government-issued residency certificate — can also be accepted for review as Proof of Address, as long as it shows your name and address and was issued within the past 6 months. If you are unsure whether a specific document you have will be accepted, please contact Pionex Support before submitting it.

Accepted file formats and size limit are the same as for identity documents: JPG, PNG, HEIC, WEBP, or PDF, maximum 50 MB.

After a KYC rejection, you can try resubmitting in the following ways:

If an account is permanently rejected due to reasons such as document forgery, fraudulent liveness verification, or duplicate identity information, the account will not only be unable to continue with the current verification submission, but will also be unable to re-initiate verification on a new account after deleting the existing one.

If you accidentally selected the US verification option during KYC, the verification will be rejected automatically. To restart with the correct option:

Customer support cannot directly assist users in passing the review, as it is handled by a dedicated team. If the wait time exceeds your expectations, please contact customer support, and we will escalate the case to the relevant department.

KYC2 cannot be downgraded back to KYC1 once completed.
​

Each KYC identity can only be linked to one Pionex account; registering multiple accounts with the same identity is not permitted.
​

KYC identity information cannot be directly transferred to another account. If you have such a need, you can consider deleting the current account and waiting for 30 days before registering a new account.

After an account is deleted, the same email address, phone number, or KYC identity will need to wait for a 30-day cooling-off period before being used to re-register and complete verification again.

Pionex does not display the KYC details you submitted (such as your document type, document number, or uploaded document images) anywhere within your account. Your account only shows your current verification level/status — it does not show the underlying document data.
​

Pionex also does not collect or store your occupation, or a detailed address (street, house number, postal code). KYC only records country/region-level information, so these fields are not shown in your account and there is nothing to edit.

Pionex does not routinely share your KYC information with third parties. It may only be disclosed when required by law — for example, in response to a subpoena, court order, or a legitimate request from law enforcement, regulators, or government authorities. For full details, please see our Privacy Policy.

Once KYC verification is completed, you cannot edit your KYC information yourself in the app or on the website. Any changes must be requested through customer support, as described below:

Name change: If you need to update your KYC information due to a legal name change, please email service@pionex.com with photos of the front and back of your new identity document and your government-issued name change certificate.

Name correction (not a legal change): If your name was entered with a spelling mistake, or your first and last name were entered in the wrong order — and this is not a legal name change — please email service@pionex.com and briefly describe the discrepancy. No legal name change certificate or video verification is required for this type of correction.
​

Address update: KYC only records country-level information; your detailed street address does not affect account functionality and does not need to be updated. If you have relocated to a different country or have changed nationality (changing KYC country), please email service@pionex.com to arrange an update.
​
​Document / Date of Birth Correction: If your ID number, date of birth, or other personal details are incorrect, please send photos of the front and back of your new ID document, along with a video of yourself holding the ID and a piece of paper with "Date + Pionex + Update Information" written on it (with your face clearly visible), to service@pionex.com. Our support team will manually verify the information and assist with the update.
​

KYC information updates are typically completed within 3 business days.

No. LV.1 and LV.2 verification are independent processes — you can apply for LV.2 directly without completing LV.1 beforehand. If your account already has LV.1 verification on record, it will automatically upgrade once LV.2 is approved, and your previous verification data will be replaced with the new information. No additional action is required on your end.

To comply with Anti-Money Laundering (AML) regulations and protect your account and funds, Pionex's risk control system continuously assesses account activity. In some cases, even if you have completed LV.1 verification, the system may automatically require you to complete LV.2 (KYC2) verification before withdrawal, based on the account's risk assessment results. This is not a penalty and does not indicate any irregularities in your account.

If you are required to complete KYC2, please submit a photo of a valid government-issued identification document and complete facial recognition. Once approved, you can continue withdrawing funds. Please note that once LV.2 verification is completed, it cannot be downgraded back to LV.1.

Liveness verification failures are usually caused by environmental or technical factors that prevent the system from clearly detecting and matching your face. When the system cannot confirm that a real, live person is performing the scan, it will automatically decline the attempt. Common reasons include poor lighting that obscures facial features, not facing the camera directly (resulting in only a partial face being captured), another person appearing in the frame during the scan, wearing headphones or earbuds, or facial features that differ too significantly from the photo on your submitted ID document. Please also note that the system only accepts real-time live scans — attempting to scan a photo, screen, or printed picture of yourself will also result in a failed attempt.
​

To help ensure your verification is completed successfully, please follow the tips below:

This is usually caused by a system recognition error. Please contact our customer support team directly for assistance.

Please contact our customer support team directly for assistance.

It's possible. If you run into this situation, please contact our customer support team directly for assistance.

You can't look this up yourself — please contact our customer support team and they can look it up for you.

Pionex does not support checking the KYC details you used to complete verification — including the country/region on file for your KYC Level 2 — directly in the app or on the website. If you need to confirm this information, please contact our customer support team for further assistance.

There are currently no such rules in place. We will make an announcement regarding any changes to this policy, and if any account is affected, we will communicate via email in advance.

Pionex uses Sumsub for KYC verification. You can go ahead and attempt to complete KYC verification, and the system will verify your identity accordingly.

No. Each account is strictly registered for individual use only. Please do not share your account with anyone else, not even family members.

If you hold identity documents from different countries and you're unsure whether you'll be able to complete KYC Level 2 verification, please contact our customer support team for a manual review. Each case is reviewed individually, as eligibility can depend on the specific combination of documents and countries involved.

If you are still unable to pass verification after addressing the above, or if the system no longer allows you to reattempt, please visit our KYC Help Center collection for more guides on completing verification, or contact our customer support team for further assistance.