If the issue you're experiencing occurred on a different platform, Pionex Customer Support will not be able to look into or handle it — you'll need to contact the support team for the platform you actually used.
How to confirm whether you're using Pionex: Check whether the product name shown on the login page, the app icon, or the website is "Pionex." If you're experiencing issues like being unable to log in or failed withdrawals, but the app or website you're using does not display "Pionex," then even if the steps look similar to Pionex (such as entering a username and password to log in, or submitting a withdrawal request), you should contact that product's own customer support. This is because login verification methods and withdrawal review processes are independent systems for each product — only that platform can check your account status and withdrawal records there.
What to do: Please reach out to the official customer support or help center of the product you actually used.
If you've confirmed that you are indeed using Pionex, feel free to contact us through Pionex's official customer support channels.