Passkey is a biometric authentication feature that allows you to log in to your account, verify withdrawals, change your password, and bind/unbind Google Authenticator using facial recognition or fingerprint recognition, replacing the traditional password and CAPTCHA input method.

Step 1: Open the App and tap your profile icon in the top-left corner.

Step 2: Go to [Security Settings] → [Passkey].

Step 3: Tap [Create Passkey].

Step 4: After completing security verification, use Face ID or fingerprint to finish setup.

Step 1: Click your profile icon and go to [Security].

Step 2: Find the [Passkey] → [Bind] → [Set Up Passkey].

Q: Is setting up a Passkey mandatory?
A: No. Passkey is an optional feature. Even if you choose not to enable it, you can still complete the verification using a traditional CAPTCHA.

Q: Which verification methods do I need to have bound before setting up a Passkey?
A: You don't need to bind your phone number, email, and Google Authenticator (GA) all at once. The system will only ask you to verify the methods currently enabled on your account. For example, if you've only bound email and GA, verifying those two is enough to set up a Passkey; if you've only bound a phone number, verifying that alone is sufficient.

Q: If I get a new phone, will my Passkey still work?
A: Yes. As long as you log in with the same Apple ID (iOS) or Google account (Android), your Passkey will sync automatically — no need to set it up again.

Q: If I changed to a new phone and my Passkey can't work, what should I do?
A: Please delete the Passkey and create a new Passkey.

Q: Can I create multiple Passkeys?
A: Yes.

Q: How does withdrawal verification change after enabling a Passkey?
A: With a Passkey enabled, withdrawals only require biometric verification (Face ID or fingerprint) — you no longer need to enter your email, SMS, and Google Authenticator codes one by one.

Q: Do I need to use biometric verification every time I open the App after enabling a Passkey?
A: No. The way you open the App stays the same. Passkeys are valid only in specific scenarios, such as withdrawals, logins, password changes, and Google Authenticator binding/unbinding (including but not limited to these).

Q: I can't find a fingerprint / Face ID login switch in Settings — is that a mistake on my end?
A: No — Pionex doesn't have a separate "fingerprint / Face ID login" toggle. Biometric login is provided through Passkey instead: once you set up a Passkey (see the steps above), you can use Face ID or fingerprint to log in, verify withdrawals, change your password, and bind/unbind Google Authenticator.

Q: Is a Passkey secure?
A: Your biometric data is stored locally on your device and is never uploaded to any server. Strong encryption protects against phishing attacks — even if someone obtains your account password, they cannot pass verification without access to your phone.

Q: What should I do if the Passkey setup fails?
A: First, make sure your App is updated to the latest version, then try again. If the issue persists, please contact customer support and provide a screen recording of the issue so we can help investigate.

Q: What if I lose access to my Passkey?
A: If you no longer have access to your original device at all, you can delete the existing Passkey from your account settings. Deleting it will require security verification using whichever verification methods are currently bound to your account.

Q: My Passkey isn't working when I open Pionex through Telegram, WeChat, or another app's built-in browser — what's happening?
A: Passkey sign-in is intentionally disabled whenever Pionex is opened inside another app's built-in browser (a "webview") — for example Telegram, WeChat, or similar in-app browsers. This is a deliberate restriction on Pionex's side, not a technical limitation of that specific app. To use Passkey: tap ··· → Open in Browser, or open the Pionex App directly.

Q: What should I do if I am unable to use a passkey after enabling passkey authentication, or if passkey authentication fails?
A: You can select "Verify with other methods" on the "Security Authentication" page as a temporary alternative to Passkey verification.

Q: Does the Pionex app support pattern/gesture lock (pattern password)?
A: Currently, the Pionex app does not support the gesture/pattern password feature.

Q: Why can't I find a 12- to 24-word recovery phrase on Pionex?
A: Pionex is a custodial centralized exchange (CEX) and does not utilize the recovery phrase or private key mechanisms found in decentralized wallets. Your account is managed entirely via email or mobile number and a password, with asset security centrally managed by the platform; we recommend enabling passkeys to further secure your account.