How do I contact support?
You have several ways to reach us:
- Live chat — click the gold chat button (bottom-right on the site and dashboard). An assistant answers instantly and, if needed, a human team member takes over; their replies appear in the same chat with a badge, and a red counter on the chat button tells you a human has responded even when the chat is closed. If a message goes unanswered for a while, we post a note that a team member will follow up. The widget is hidden on the mobile trading screen to keep the SELL/BUY controls clear — it's still available on desktop and other pages.
- Contact form — the Contact page lets you send a ticket by subject (Account, Deposit/Withdrawal, Verification, Trading, Technical, Partnership, Other). We aim to reply within 24 hours.
- Email — general enquiries: [email protected]; support: [email protected].
- Phone — +41 44 552 00 00 (CH) or +49 69 175 370 00 (DE).
Support hours are shown on the Contact page as Mon-Fri 08:00-18:00 CET and Sat 09:00-14:00 CET (the in-chat assistant may quote Mon-Fri 08:00-20:00 CET). Gold and Platinum members get priority support with a target response time under 2 hours.
- 1Fastest: open the live chat widget (gold button, bottom-right) and type your question.
- 2Watch for a human reply — it appears in the chat with a name badge and raises the red counter on the chat button.
- 3Prefer a ticket? Use the Contact page, pick a subject, and submit — we reply within ~24 hours.
- 4Or email [email protected] (support) / [email protected] (general), or call +41 44 552 00 00 / +49 69 175 370 00.
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