Support is staffed continuously. These windows show where the shift sits, not when we are reachable — chat never closes.
Verification documents, name mismatches, address proof and re-verification after a payout.
Credentials, server names, MT5/cTrader login issues and read-only investor passwords.
Why an account failed, how daily loss is calculated and equity vs balance questions.
Eligibility, profit split, method changes, processing windows and certificates.
Refunds inside 14 days, fee reimbursement, coupon stacking and invoices.
Entry rules, leaderboard scoring, prize distribution and disqualifications.
If first-line support cannot resolve your case in one exchange, it is escalated to the risk desk (rules and breaches) or the payouts desk (settlement) with a named owner and a 24-hour update commitment. Unresolved after five business days, a case goes to the head of trader operations automatically — you do not have to chase it.