Help from the people who run the platform
Support is in-house. Anything about your account reaches a person who can see the record, and every complaint is read by one.
Chat with us
Best for questions before you buy
Our automated assistant answers straight away, from what is published on this site: the rules, the prices, how the portal works. Ask for a person at any time, and anything about your account goes to a teammate. If you close the page, the teammate's reply also goes to the email you leave.
Already trading?
Best for anything about your account
Sign in and open a ticket, or chat from inside the portal, which already knows which account you are writing from. The same assistant answers first; a teammate who can see your account takes over for anything it cannot settle.
Email us
Best for anything you want in writing
Complaints, disputes, questions about the terms, requests about your data, or any time you would rather not chat. A person reads every email and answers in writing.
Whichever way you write, include
- Your account or order number, if you have one, so the reply can cite the record.
- What you expected, what happened, and roughly when (a time in UTC is ideal).
- For a rule question, the rule and the trade you are asking about.
Answers you may not need to wait for
Most questions we receive are already answered in full on the site, with the measurement, not just the number.
If something went wrong
Put it in writing. A person reads it, and you get the answer in writing too.
- 1
Email us with a subject line starting "Complaint", your account or order number, and what you want us to do.
- 2
A person reads every complaint, never the assistant, and answers in writing.
- 3
If we cannot settle it together within 30 days of either of us raising it in writing, the next step is set out in the dispute clause of our terms.
- 4
To see or delete the data we hold about you, write to the same address; what you can ask for is in our privacy policy.