If you can't log in to your account and Google Authenticator is not accessible or has stopped working. You can reset it by following the steps below, and we will show you how to do it on the Web and App sides.
Web operation step
Step 1. Find the reset 2FA portal
Enter your account and password on the login page, click the "Sign in" button, and drag the slider to complete the verification. Continue to click the "Lost Google 2FA?".
Step 2. Authentication
Next, you need to enter your password again, click the "Next" button and drag the slider to complete the verification.
Step 3. Fill in the form
After entering the self-service reset Google Authenticator page, please enter your email verification code, answer the three questions in order, and click the "Submit" button to submit the reset application.
App operation step
Step 1. Find the reset 2FA portal
Enter your account and password on the login page, click the "Sign in" button, and drag the slider to complete the verification. Continue to click the "Lost Google 2FA?".
Step 2. Authentication
Next, you need to enter your password again, then click the "Next step" button and drag the slider to complete the verification; at this time, the system will ask you to fill in a common phone number for authentication and then enter the SMS/email verification code in turn.
Step 3. Fill in the form
After entering the self-service, Google Authenticator reset page, please answer the three questions, click the "Submit" button to submit the reset application, and click the "Confirm" button.
FAQ
1. Is there anything I need to pay attention to when filling in the questions?
(1) Account registration date: You can search your mailbox for an email from service@pionex.us, the system will send you a verification code email when you register an account, and you can use this to get your account registration time; If you cannot find the corresponding historical record, please select the closest time in your memory.
(2) Nickname: If you have not set a nickname for your account, please fill in "No" or "None".
(3) Created bots/trading pairs: Please select the bots you have created in the past and the currency you traded at that time; if you have not made any bots, you can choose "Never used trading bots".
2. What should I do after I apply to reset Google Authenticator?
After you successfully submit your request to reset Google Authenticator, the system will review it for you within 1-3 business days. If the application is approved, the system will reset Google Authenticator for you and inform you of the result by email/SMS; if the application is not approved, the system will reject your application and inform you of the result by email/SMS, and provide you with other ways to reset Google Authenticator.
3. Why can't I withdraw assets after resetting Google Authenticator?
For risk control reasons, the system will prohibit asset withdrawals for 72 hours after the Google Authenticator reset has occurred on your account to ensure the safety of your account assets.
4. What if I forget my password and cannot apply for a 2FA reset?
We recommend contacting Pionex.US customer service and explaining your problem in detail, and they will provide you with other ways to reset Google Authenticator.
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