Contact us
Three routes, one team behind all of them. No phone tree, no bot asking three questions before a human appears. Pick whichever is convenient — with one exception: anything inside your account is faster as a console ticket, and the second section says why.
Three routes, one team reading them
These are static content baked in at build time, not fetched from an API — nothing spins, nothing fails to load. It also means changing them takes a redeploy, so they do not move around.
Add a line about why you are reaching out; it gets accepted faster.
Best when the question takes more than two sentences, and it leaves a record.
Which question goes where
Sending one down the wrong route does not mean it gets ignored, only that it takes a detour.
Not a client yet, still working it out
Any of the three above. Though How it works and Plans already spell out the accounting, the costs and how the floor is paid, and FAQ covers what gets asked most — reading those is usually faster than waiting for a reply.
Anything inside your account
Transfers in and out, a settlement period that does not reconcile, changing your contact details: open a ticket from the account page in the console. Not a brush-off — a ticket arrives with your account and the reference number attached, whereas in a chat window we cannot tell which transfer you mean, and verifying that costs more time than it saves. The same route handles data requests under the Terms of service and Privacy policy.
Press, channel and partnerships
Email, with the intent in the subject line. These usually need several people to look at the same thread; a chat window scrolls away, an email can be forwarded and kept.
Include these and you save a round trip
- Which term and which plan you are looking at. The answer changes with the term and with whether principal is protected, so without it the first reply can only be that question back.
- Which settlement period or which transfer. A reference number if you have one, otherwise the time and the amount — period detail is stored per settlement point, and that is what makes it findable.
- Which page you came from. Sometimes the problem is that the page itself was unclear, and this is the only way we get to know.
Where a question involves a number, the reply comes with its source. Every figure on this site traces back to a table in Performance or Risk and boundaries, not to someone's recollection.
Things we never do — if it happens, it is not us
We never message you first. People impersonating the platform almost always open with an unsolicited DM. If you did not reach out to us, that message is not from us.
We never ask for exchange API keys. With funds custodied in a dedicated platform account the strategy runs on the platform's own venue account, so your keys are not needed at all — the Privacy policy states this on its own. Anyone asking for a key in plain text should be treated as suspicious, whoever they claim to be.
We never send a deposit address in a chat. Subscriptions and transfers are initiated in the console, and the deposit details shown there are the only ones that count. Another address pasted into a chat window is not ours.