Personal support, from your first day

1. What personal support is

Personal support means individual accompaniment: a named manager assigned to your account, who knows your setup, your goals and your risk level, and who is reachable directly rather than through an anonymous queue. The service exists because the hardest parts of automated trading are not the clicks; they are the questions around them. Whether a setting suits you, what a result means, which payment method to use, what to do when markets turn strange: those are the moments a person is worth more than a menu.

2. What a personal manager is

Your manager is a trained client specialist, not a salesperson with a script. Their role covers three things: translating, the platform's functions and outputs explained in language you actually use; advising, configuration options presented with their trade-offs honestly, including the conservative option; and owning, when something needs fixing, they chase it internally so you are not transferred between departments. One person, accountable, from onboarding onwards.

3. The advantages

Individual service: your account is reviewed in the context of your situation, not a cohort. Help at activation: verification, first deposit and first strategy happen with guidance instead of guesswork. Fast answers: questions go to someone who already knows your setup, which shortens every subsequent conversation. Personalised information: explanations pitched at your level, complete beginner to experienced investor. Continuous accompaniment: the same person is there in month twelve as in week one, following your account's actual history rather than reading it cold.

What clients tell us they value most, unprompted: being told "that setting would not suit your goals" and having the reasoning explained; getting a straight answer about a bad week instead of a deflection; and never having to re-explain their situation from scratch to a new person. Those three behaviours are what we recruit and train for.

4. What your manager can help with

• Account activation: verification documents, correct details, getting live without back-and-forth.
• First steps: a guided tour of the dashboard, signals, reports and audit history.
• Platform and simulator use: what each function does, and how to rehearse settings safely before committing.
• Deposits and withdrawals: choosing methods, understanding timelines, handling the first withdrawal end to end.
• Keeping details current: address changes, contact updates, new documents before they become problems.
• Function questions: alerts, parameters, strategy profiles, and what any of the platform's features actually do.

5. Who this suits

Beginners, unapologetically: if the vocabulary of trading is new, a person on call converts a steep curve into a gentle one. Busy investors who would rather delegate the administration and keep the decisions. Experienced traders who want a second opinion and a fast route to operational fixes. And anyone who has ever been failed by a support queue: our entire support model is the counterproposal.

6. How the service works: four steps

Step 1 — Register

Complete the short form; your details reach the client desk immediately.

Step 2 — The manager makes contact

Within 24 hours, normally the same working day, your manager calls: introductions, goals, risk level, and the plan for your first week.

Step 3 — Activate together

Verification, first deposit, market selection and strategy profile, done on a call where nothing proceeds until you understand it.

Step 4 — Ongoing support

Scheduled reviews, answers when you need them, and escalation ownership when something needs chasing inside the platform.

7. Support channels

Email: [email protected], for anything in writing, with replies normally within one working hour during desk hours. Call-back: requested through the form or by email; typical wait during desk hours is usually under 5 minutes by email during support hours. Personal manager: direct contact details in your account once assigned. Help centre: the Learn section of this site, including the getting-started guide and the FAQ, for answers at 2 a.m. that do not need a human.

8. Hours of operation

The client desk operates Monday to Friday, 9:00–17:30 GMT (excluding public holidays). Outside those hours, email is monitored for security-urgent matters, and routine queries are answered the next working day. The platform itself, including automated analysis and execution, runs continuously regardless of desk hours.

Timing matters for a few practical cases: withdrawal requests submitted before 15:00 GMT on a business day usually enter review the same day; verification documents uploaded in the evening are picked up the following morning; and a manager call requested on Friday afternoon is scheduled for Monday. Knowing the rhythm prevents most of the waiting anxiety new clients describe.

9. Deposits, withdrawals and payments questions

Your manager handles the practical side of money movement: choosing between PayPal, Visa, Mastercard, Apple Pay and Google Pay; expected timelines for each; minimums and limits; and the verification that keeps withdrawals safe. The full method tables live on the Deposit and withdrawal methods page, and the withdrawal policy governs every request, but the manager is the fastest route when something specific to your account needs checking.

10. FAQ

11. Talk to a person

If reading through pages is not how you want to make this decision, register through the form and put your questions directly to your manager on the first call. Come with a list; the good ones always do. Trading involves risk and your manager will say so early; that honesty is the service working as designed.