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.
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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.
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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.

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.
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You can download a copy of a support conversation at any time, directly from the chat window.

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.

Currently, users cannot end or close a support conversation themselves. After a human agent resolves your issue and closes the conversation, a satisfaction rating request is sent to you in the same chat window. Please give your rating directly there. Conversations handled only by the AI customer service agent, without a transfer to a human agent, do not receive a satisfaction rating request.

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.

In addition to the method above, you can also go back to an earlier human-agent conversation directly from the support entry point.

App:

Web:

Pionex Support will never ask you for your password or verification codes, and will never ask you to transfer funds to unlock your account or process a withdrawal. The only exception is deposit recovery: if you submitted a recovery form for a deposit sent with an unsupported token or the wrong network, the recovery team may request a recovery fee by email, as described in How to Verify Official Pionex Channels & Avoid Scams. If you receive a suspicious message, please verify it through the official channels above, and never click on unknown links.

How can I check a recovery ticket? Recovery requests submitted through a form are handled in a separate ticket system, and there is no ticket page in the App or on the website. Updates are sent to the email address registered to your Pionex account. Reply to that email to follow up, and check your spam folder if you cannot find it. If you receive a notification of a Support reply in the App, you can read it by following the steps in “How Do I Access Previous Conversation History with a Human Agent?” above.