If you believe a Pionex trading bot (Grid Bot, Futures Grid Bot, Rebalancing Bot, DCA Bot, Signal Bot, or any other bot type) behaved incorrectly and caused you a loss, this article explains how to report it and what happens next.
Before you report: is this likely a malfunction, or normal bot behavior?
Trading bots follow the strategy and parameters you set. Losses that come from normal market movement, your own configured settings (such as grid range, stop-loss, or leverage), or expected bot behavior during volatile markets are not considered a system malfunction, and are not eligible for compensation. A malfunction refers specifically to the bot executing in a way that contradicts its intended logic due to a system-side error on our end.
How to report a suspected bot malfunction
Please report as soon as you notice the issue — if compensation is later confirmed, it is calculated based on market conditions at the time you first reported it, so reporting promptly matters.
Contact our online support through the website or the app, and describe what you observed (for example: the bot closed/opened a position you did not expect, or stopped responding).
Please provide the following details to help our team complete the review faster:
- The bot type and the trading pair involved
- The approximate date and time the issue occurred (please include your timezone)
- Screenshots or screen recordings of the bot's order history, execution log, or the unexpected behavior you saw
- Your Bot ID or Position ID (if available)Our support team will forward your case to the relevant technical team for investigation.
How the review works
Once your case is escalated, the technical team reviews the platform's system logs and the bot's execution records for the time window you reported to determine whether the behavior was caused by a genuine system-side issue or was a normal outcome of market conditions and your bot's settings. This investigation takes time, and our support team will follow up with you once a conclusion is reached.
Compensation policy
If you are concerned that ongoing market volatility could further affect your assets while your case is under review, we recommend immediately opening an equivalent alternative trade or hedge (such as a futures grid bot, manual futures trading, multi futures, or leveraged tokens). Pionex will compensate the trading fees incurred from doing so, which can help reduce your potential risk.
If the investigation confirms that the issue was caused by a system malfunction, the maximum compensation amount we set will be based on the market price at the time you first reported the issue to us. Please note that the actual compensation amount will be adjusted according to any subsequent market price changes. If the subsequent market price change does not result in a loss for you, the platform will not be obligated to provide compensation. If the investigation finds the bot behaved as designed, or that the loss resulted from market movement or your own settings, no compensation applies.