Personal support from the day you register
Every new user is paired with a real account manager who explains the platform, helps with setup and stays on hand afterwards. You are never left alone with a dashboard.
Registration open — limited spots
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An account manager will call you within 24 hours.
What personal support is
Personal support is one-to-one help from a named account manager. After you register, they ring you, ask what you hope to achieve and explain how the platform works in everyday language. They then stay your point of contact for questions, settings and anything that seems off.
Account managers explain and assist. They do not give personal financial advice, tell you what to buy or promise any outcome. Decisions about your money remain yours.
Why it helps
One-to-one service
You speak to the same person, who learns your goals and how much time you have, so you do not repeat yourself each time you call.
Help with activation
Your manager walks you through identity checks, funding and connecting your exchange, step by step, while you are on the phone.
Quick answers
Most questions are answered on the same call or within one business hour by email.
Personalised information
Explanations match your settings and your experience.
Ongoing support
Help does not end after setup.
How your manager can help
- Activating your account: identity verification, funding and first-time settings.
- First steps: a guided tour of the dashboard and what each section means.
- Using the platform and simulator: practising safely before you use real funds.
- Deposit and withdrawal information: methods, fees and timings for Australia.
- Updating details: changes of address, phone number or payment method.
- Feature questions: alerts, reports, limits and strategy settings.
Who it suits
Beginners benefit most from having a person explain unfamiliar terms. Experienced users use their manager for quick checks, configuration help and escalation if something looks wrong. Anyone who simply prefers to talk to a person will find it useful.
How the service works
Register
Submit the form and get access to the platform.
Contact with your manager
A call within 24 hours to introduce themselves and listen.
Account activation
Verification, funding and settings, with guidance.
Ongoing support
Check-ins and a direct line when you need it.
Support channels
| Channel | Best for |
|---|---|
| Email: [email protected] | Questions that need a written record or screenshots |
| Callback | Setting up, explaining features, urgent issues |
| Personal account manager | Your regular point of contact |
| Help centre | Self-service guides such as Getting started and the FAQ |
Support hours
Monday to Friday, 9:00 to 17:30 AET (excluding public holidays); account managers reachable around the clock. Expected response time: usually under one business hour.
Deposits, withdrawals and support
Your manager can explain which payment methods are available in Australia, what each takes in time and what checks apply before a first withdrawal. They can also help if a payment has not arrived, by checking the details with you and escalating to the payments team.
They cannot override identity checks or release a withdrawal that is on hold for compliance reasons, but they can tell you what is outstanding and how to fix it. See also the Withdrawal policy.
Getting ready for your first call
The first conversation usually takes fifteen to twenty minutes. It goes best if you have a few things nearby: a photo ID, your phone, your exchange login if you have one and a rough idea of how much you want to start with. Think also about how involved you want to be. Some users check their dashboard every morning, others only once a week.
Do not worry if you do not have answers. Your manager will ask simple questions and explain why they matter. You can end the call at any time, and you are under no obligation to deposit.
What to expect over the first weeks
- Day one: an introduction, a tour of the dashboard and an agreed plan for verification.
- Week one: help with funding, exchange connection and settings. Practice in the simulator.
- Weeks two to four: a check-in on how things are behaving, and any changes to alerts or limits.
- After that: contact when you want it, plus occasional reviews.
Our service standards
We aim to answer emails within one business hour in support hours and to return missed calls the same day. Managers do not pressure you to deposit more money, and you can ask for a different manager if the fit is not right. If we fall short, the Complaints page explains what to do.
What your manager will never do
- Ask for your password, 2FA code or API secret
- Promise profit or a fixed return
- Tell you to borrow money to invest
- Ask you to install remote-access software
- Pressure you to decide on the spot
If someone does any of these, hang up and email [email protected].
Frequently asked questions
How do I reach my account manager?
Your manager gives you a direct contact on the first call. You can also write to [email protected], and the team will pass your message to the right person.
Is personal support free?
Yes. It is part of every plan and there is no separate charge for it.
Can support help me as a complete beginner?
Yes, that is a main purpose. Your manager will go slowly, avoid jargon and let you practise in the simulator.
Can my manager tell me what to buy?
No. They explain the platform and your options, but they do not give personal financial advice or promise results.
Can I get help with deposits and withdrawals?
Yes. They explain methods and timings and help with any problem. See Deposit and withdrawal methods.
What if I am not happy with the service?
Tell us. The Complaints page sets out how we handle that.
Can I change my account manager?
Yes. If you feel the fit is not right, tell us and we will assign someone else. You will not be asked to explain at length, and your settings and history stay as they are.
Do managers speak to me outside business hours?
Account managers are reachable around the clock for urgent matters such as a security concern. Routine questions are answered in support hours. Tell your manager what suits you.
Will my manager call me if I do not deposit?
Your manager may follow up once or twice to see if you need help. You can ask them to stop at any time, and we will respect that request. Nobody should pressure you to deposit.
Can support recover money I have lost?
No. Support can explain what happened and help you review your history, but it cannot reverse trades or guarantee compensation. If you think you have been treated unfairly, use the complaints process.
How will I know a call is really from the platform?
Your manager will quote your registered name and the email on file, and will never ask for passwords or codes. If in doubt, end the call and ring back through the contact details on this website, or email support.
What languages does support use?
Support is in English. If English is not your first language, tell your manager and they will speak more slowly, send written summaries and make sure each point is clear before you move on.
Speak to a real person
Register and your account manager will call you within 24 hours.