Personal Support

What personal support is

It is individual accompaniment: a named personal manager who takes you through onboarding, activation and first deposit, then stays assigned to your account. When you write or call, you are not starting from scratch with whoever picks up; there is context, a history and a person who already knows your configuration.

The manager is supported by the wider Client Support & Compliance team, so holiday cover and specialist questions are handled without you losing continuity. Think of it as a relationship, with a department behind it.

The advantages

Individual service. Guidance matched to your budget, your goals and your appetite for risk, not a generic script. Help with activation. The first days are the fiddly ones: verification, settings, first deposit. Your manager handles them with you, on the phone. Fast answers. One known contact beats a queue; most questions are resolved in the first conversation. Information shaped for you. Reports and market notes explained at whatever depth you actually want. Continuity. The same person reviews your setup with you month after month, which is how drift and bad habits get caught early.

What your manager can help with

Account activation, from verification to your first sign-in. First steps on the platform: the dashboard, alerts and reports, explained rather than discovered. Strategy settings: choosing prepared configurations, setting exposure limits and adjusting them later. Deposits and withdrawals: choosing the right method in rand, tracking a request, understanding a timeline. Keeping your details current when banks or phones change. And every "what does this actually mean" question about the platform's functions, which are the questions managers answer best.

Who it suits

Beginners, unashamedly: if terms like exposure limit draw a blank, the manager is the difference between learning safely and guessing with money. Cautious first-timers who want a person to check things with before committing. Experienced users who handle their own analysis but want a reliable contact for payments, documentation and escalations. And anyone who has left another platform because "support" meant a chatbot with a queue.

How the service works, in four steps

Step 1: register. Complete the form with your contact details. Step 2: the manager makes contact. Within 24 hours, normally by phone, to arrange activation and answer your first questions. Step 3: activation together. Verification, settings and first deposit done on a call, at your pace. Step 4: ongoing support. Periodic reviews, help whenever you ask, and escalation to specialists or the complaints process when a matter needs it.

The support channels

Email: [email protected], answered by the department during working hours, with security matters prioritised. Callback: request a call through the platform or from your manager directly. Personal manager: your first point of contact for anything except urgent security incidents, which should always go straight to email marked URGENT. Help content: the Getting Started guide, FAQ and policy pages cover the recurring questions so your conversations can be about your situation instead of the basics.

Working hours

Support operates Monday to Friday, 08:00–18:00 SAST (excluding public holidays), with a typical reply inside usually within one business hour. Requests arriving outside those hours are queued in order and answered when the desk reopens; anything marked URGENT about account security is looked at first thing, and your ability to freeze your own account from the dashboard never depends on our clock.

Payments questions the team handles

Which deposit method suits your bank and your amount: EFT, Visa, Mastercard, Ozow or Capitec Pay, all free. Why a withdrawal shows the status it does, and when a card refund will land at your bank. What the per-method limits mean for a request of your size. And what the withdrawal policy says in practice about checks, first withdrawals and destination rules, minus the legal phrasing.

What support will never ask you

For your password, a one-time code, remote access to your device, or payment to a personal account. Those requests are fraud patterns regardless of who appears to send them, and the Fraud Warning page tells you how to verify any supposed representative before you act. A genuine manager earns trust by being checkable, not by rushing you.

Questions about personal support

How soon does the manager contact me? Within 24 hours of registering, usually much sooner during business hours. Is the manager included in every plan? Yes, Basic through Premium; higher tiers add priority handling, not the basic humanity. Can I get help before depositing anything? Yes, the setup call happens before any money moves, and there is no obligation in it. Can support change my settings for me? Managers guide you through changes so you stay in control; your credentials are yours alone. What if my manager is unavailable? The department covers absences with access to your account history, so continuity survives leave and illness. How do I escalate? Through the manager, or directly via the complaints process, which runs independently of the person you would be complaining about.

Register and meet your manager

Use the form on this page, and within 24 hours a person, not an autoresponder, will call to get you started. Bring your questions to that call; it is exactly what it exists for.