Onboarding & KYC
Applications, identity checks, address documents, profile questions, tier selection, and activation steps.
Initial response target: within 1 business day
Trader support
The right route for each account question.
Support is available 24 hours a day, five days a week during the market week. Choose a department so access, platform, account, or trading-operation questions reach the appropriate team.
Trade with risk in view
Platform tools and market information can support your process, but they cannot remove uncertainty. Review costs, product terms, and potential loss before trading.
Access & Security
Password recovery, lost 2FA access, unrecognised devices, session review, and suspected account compromise.
Urgent security triage target: within 1 hour during support hours
Platform Help
Web/mobile navigation, charts, watchlists, alerts, order tickets, reports, and technical troubleshooting.
Initial response target: within 2 hours during support hours
Account & Funding
Account settings, funding status, withdrawal workflow, transaction records, and verification requirements.
Initial response target: within 4 hours during support hours
Trading Operations
Order-status, execution, product hours, instrument availability, pricing references, and platform incidents.
Time-sensitive review target: within 1 hour during support hours
Complaints
Formal concerns about service, account handling, communication, execution review, or an unresolved request.
Acknowledgement target: within 1 business day
Response times are service targets, not guarantees. Complex identity, payment, security, or execution investigations can take longer and may require additional records.
Escalation path: reply with the case reference and request a specialist review. If the issue remains unresolved, select Complaints for formal acknowledgement, investigation, a written outcome, and the verified external dispute route where applicable. Production timeframes and external contacts must match the approved operator documents.
Contact channels
24/5 support with production contacts still to verify.
No unverified email address or telephone number is presented as active. Approved contact details must be taken from operator records before launch.
Address: to be confirmed before production
For non-urgent onboarding, account administration, and documented requests.
Phone
Number: to be confirmed before production
For access, security, and time-sensitive account support during 24/5 hours.
Live chat
Label: Secure live chat
Use the authenticated platform channel when enabled. Public-site chat availability is to be confirmed.
Send a request
Give the team enough context to route the case.
Describe the issue and include a non-sensitive reference if you have one. Never enter a password, full payment-card number, 2FA code, or identity-document image in this form.
For suspected account compromise, choose Access & Security and close unknown sessions from your account if you can sign in safely.