A person, from your first login

What personal support means here

Personal support means one named person, accountable for your account experience from registration onward. Your manager introduces themselves on the first call, walks you through setup, and remains your direct contact for everything that follows. When you write in, the case reaches your manager or a colleague who can see the full history, so you never restart from zero.

The manager's role is translation: turning the platform's capabilities into settings that match your situation, and turning its reports into words that make sense over coffee. Behind the personal layer sits the Client Support & Compliance department for anything formal, from verification questions to complaints.

What the service gives you

What your manager can help with

Activation: creating the account, passing verification, connecting a venue and making the first deposit by PayNow, FAST or card. First steps: choosing a risk class, understanding what each setting does, and deciding the amount that belongs at risk. Platform use: reading the dashboard and reports, adjusting strategies, using the pause function, reviewing the audit trail.

Money movement: deposit timing, withdrawal requests and their statuses, limits and destinations, and what to do if a payment looks slow. Keeping records current: name, address, payout details and contact information. And anything about the platform's functions you can phrase as a question; if the answer belongs to another department, your manager routes it there and comes back to you with the result.

Who this way of working suits

Beginners, first: having a person to ask is what makes the platform approachable at all. Busy professionals who want decisions prepared and questions batched rather than research done alone at midnight. Cautious users who want someone accountable by name. And experienced users, who often use managers least but value them most the day something needs chasing through a payment system.

If your preference is full self-service, that works too: every function is usable alone, the guides in the Learn section cover the ground, and a manager appears only when you call for one.

How the service runs: four steps

Channels and how to reach us

One more thing said plainly: the manager works for you, not for the deposit. Guidance from our side skews conservative by design, saying start smaller is normal, and nobody here is paid on how much you fund. If a conversation ever feels like pressure, that is a failure on our side, and the complaints procedure exists for exactly that.

Support hours

Support operates Monday to Friday, 9:00–18:00 SGT, excluding public holidays. Messages received outside those hours are queued in order and answered from the next business day; anything marked urgent in the subject line is triaged first. Serious account-security matters are treated as urgent at all times through the security incident route on the Security page.

Market events do not watch the clock, so the platform's monitoring and risk systems run continuously. Human support keeps Singapore business hours; the engine's protections do not.

Payments questions your manager handles

Deposits: which method suits your banking setup, what a PayNow or FAST transfer should look like in your app, and what to do if a card payment is declined by an issuer's security check. Withdrawals: how to submit a request, what the tracker stages mean, expected timelines per method, and how to raise a trace if a payout passes its due time.

The manager also explains the fee schedule before your first trade, so nothing on a statement comes as a surprise. The Fees & Pricing and Withdrawal Policy pages carry the full detail; your manager turns the detail into a short answer to your actual question, which is the point of having one.

Questions about support