If your withdrawal history shows a transaction you don't recognize, take a moment to check it yourself first — but don't delay securing your account either. Follow this order.
Step 1: Check whether this was really unauthorized
Before contacting support, check whether the withdrawal address matches one in your Address Book, or one you've withdrawn to before. If you have withdrawal whitelist enabled, only addresses you added to the whitelist can receive withdrawals — check whether this is one of them.
If the address is unfamiliar, treat your account as compromised and move to Step 2 immediately.
Step 2: Act immediately
Contact Pionex live chat and ask to freeze your withdrawal function while you investigate. If you'd also like to restrict trading, you can ask for that too — since you're already logged in, no extra identity verification is needed for this request, and support applies it on the backend. (Full account/login freeze is not currently supported; you'll still be able to log in normally, just not withdraw or trade until the restriction is lifted.)
Change your password — use one you've never used on any other site.
Go to Avatar → Security → Google Authenticator to reset your 2FA.
Go to Avatar → Security → Logged Sessions and sign out of anything you don't recognize.
If your password or 2FA has already been changed by someone else and you can't log in, contact service@pionex.com immediately using your registered email or phone number.
Step 3: Prepare evidence
Before or while contacting support, gather:
The transaction hash and destination wallet address of the disputed withdrawal
Screenshots of any suspicious emails, messages, or links you may have interacted with recently
It also helps to think back on whether you installed any app from outside the official app store recently, or allowed anyone remote/screen-sharing access to your device (e.g. via TeamViewer or AnyDesk) — this helps support identify how the account may have been accessed.
What Pionex can and cannot do
We can:
Temporarily freeze withdrawal functionality on your account upon request
Provide your transaction history to support a police report
Cooperate with official law enforcement investigations
Flag suspicious wallet addresses with our risk and compliance team
We cannot:
Reverse completed blockchain transactions — once a withdrawal is confirmed on-chain, it cannot be recalled by anyone
Access or control your device
Recover funds that have already left the platform
When to go straight to a human agent
If your password or 2FA has already been changed and you can't log in at all, contact service@pionex.com right away rather than trying the steps above first. If you also requested a trading restriction, lifting it later will require contacting live support and completing identity verification.
Already confirmed your device was compromised?
See [My Pionex Account Was Compromised — What Should I Do?] for how to check your device for malware and secure it long-term.