Whether you're on the website or in the App, you can reach Pionex Support at any time. You'll first be connected with our AI customer service agent; if the AI agent can't resolve your issue, you can ask to be transferred to a human agent directly in the chat.
Website
Go to the Pionex website.
Click the Support button in the bottom-right corner of the page.
This opens the customer support chat window.
App
Open the Pionex App and go to Pionex (Home).
Tap More.
On the More page, tap Support.
Tap Customer Support to open the chat window.
AI Support vs. Human Support
Whichever entry point you use, you'll first be connected with our AI customer service agent. The AI agent has access to complete product information, our knowledge base, and account data, so it can answer most questions quickly and thoroughly.
How to Request a Human Agent
If the AI agent isn't able to resolve your issue, you don't need to look for another entry point — just tell the AI agent in the chat that you'd like to speak with a human agent (for example, "I'd like to talk to a human agent"), and you'll be automatically transferred to a human support agent who will continue helping you.
How to Provide Screenshots or Videos to Customer Support?
You can send screenshots or videos directly in the online chat box at the bottom right of the Pionex App or website. For images, only JPG/JPEG, PNG, and WebP formats are supported (GIFs are not supported), with a maximum size of 10 MB per image and up to 5 images per message. For videos, common formats such as MP4 are supported, with a maximum file size of 100 MB for online chat. If you send attachments via email (service@pionex.com), the total size must not exceed 20 MB. For larger videos, we recommend uploading them to Google Drive and sharing the link with customer support.
How to Save or Download Your Chat History
You can download a copy of a support conversation at any time, directly from the chat window.
Open the support chat.
Click the three-dot menu (⋯) in the top-right corner of the chat window, next to the close button.
Select Download transcript.
The transcript downloads directly to your device. Confirm or allow the download if your browser prompts you.
The same menu also offers Expand window, which opens the chat in a larger view — useful for reading through a long conversation before you download it.
How Do I Access Previous Conversation History with a Human Agent?
If you're routed to Pionex AI and can't access your previous conversation history with a human agent, type "talk to human" in the Pionex AI conversation and confirm the selection. This gives you access to your previous conversation history with a human customer service agent — the same steps apply in both the App and the web version.
Security Notice
Pionex Support will never ask you for your password or verification codes, or ask you to transfer or send funds. If you receive a suspicious message, please verify it through the official channels above, and never click on unknown links.