A common question: I switched devices, or logged in a different way — why am I still looking at the same account? This article explains how that works.
1. What actually identifies your account?
Whether you're used to logging in with email, phone number, Google, Apple, or Passkey (face/fingerprint), these are all just different ways of entering your account — they are not the account itself. What actually identifies your account is the email address (or phone number) you registered with. As long as a login method has already been linked to your account, switching devices or entry points won't create a new account — your assets and bot records stay exactly the same.
2. How common login methods map to the same account
Email or phone number + password: The most basic login method, tied directly to the email or phone number you registered with.
Continue with Google / Apple: Third-party sign-in methods like this don't set a password by default. Take Apple as an example: whether you chose "Share My Email" or "Hide My Email" at sign-up, an email address (either your real one or an Apple-generated @privaterelay.appleid.com relay address) is used under the hood to identify your account — you simply don't see that layer.
Passkey (face/fingerprint): This is a biometric way to sign into the same account. It isn't a separate account on its own, and needs to be set up first before it can be used.
3. Common cross-device login scenarios
Originally registered with Apple on an iPhone, now want to log in on Android — what should you do? If you signed up using Apple's "Hide My Email" feature (meaning your account email shows as an @privaterelay.appleid.com relay address), follow these steps in order:
On your iPhone, log in and go to your account security settings, then bind a phone number.
Once the phone number is bound, unbind the Apple-generated relay email.
Finally, bind a regular email address you use normally.
After completing these steps, you can log in to the same account on Android using that email and password. (The phone number needs to be bound first because unbinding your account's only contact method requires having another verification method in place first — this follows the same rule as unbinding any email or phone number.) If your account was originally set up with Google sign-in (rather than Apple), this doesn't apply — no extra steps are needed. Just set a login password in your account security settings, and you can log in on Android or iPhone with that email and password.
Got a new phone — will my Passkey still work? As long as you're signed into the same Apple ID (iOS) or the same Google account (Android) on the new phone, any Passkey you previously set up will sync automatically — no need to set it up again. See "Passkey" for details.
4. Important: different registration methods do not automatically merge
If you've registered on Pionex separately with different emails, phone numbers, Google accounts, or Apple accounts, these are independent accounts, and assets are not shared between them. A common source of confusion is having both a phone-based account and an email-based account, with assets sitting in one while you're logged into the other — leading to the "zero balance after login" scenario. If you're unsure which account holds your assets, we recommend logging into each one to check.
5. Security note
Because a login method can be added to your account at any time, if you see a Google account bound to your account, or a Passkey, that you don't recognize in your account security settings, this is usually a sign that someone else has accessed your account. Please change your password, re-bind your authenticator, and contact support immediately.