Personal support

1. Who your account manager is

Your account manager is the person assigned to your file from your first onboarding call onward. They are trained on the platform, the Canadian market context and the compliance rules that govern the service, and they stay with you rather than rotating through an anonymous queue. Their name and direct email are in your profile from day one.

Managers are supported by specialists, payments officers for movement of money, compliance analysts for verification and complaints, but they remain your single point of contact, responsible for getting the right specialist to your question instead of passing you between departments. When your question lands outside their lane, they chase the answer on your behalf and report back, so the effort of coordination is our job, not yours.

2. What the onboarding call covers

The first call, within 24 hours of your registration, sets the foundation: your goals and experience level, the plan that fits your budget, how verification works, the honest risk conversation, and the shape of your first watchlist. It takes about half an hour and ends with a written recap to your registered email, so nothing important depends on memory.

You are encouraged to bring skepticism to this call. Ask what the platform cannot do, what happens in a bad market, and what the fees are. The quality of the answers is the fastest trust test available.

3. Ongoing help with the platform

After setup, managers help with the practical layer: calibrating alerts so they inform rather than nag, reworking the watchlist as your focus shifts, interpreting a summary that surprised you, walking through the audit history when you want to review your own decisions, and preparing quarterly or monthly review sessions at your plan's cadence.

Nothing in this list involves executing trades for you. Support means making you effective, not replacing your judgement with someone else's availability.

4. Help with money movement

Deposits and withdrawals generate the most questions, and managers handle them concretely: confirming the right funding instruction for your method, tracing a transfer that exceeded its window, explaining exactly which verification step a withdrawal is waiting on, and arranging large requests within the daily limits. Money questions are always answered in writing as well as by phone, so you hold a record.

5. Hours, channels and response times

Support operates Monday to Friday from 9:00 to 17:30 Eastern Time, by email to your manager or the support address, and by scheduled call at your convenience. Email is answered the same business day, most withdrawals and security topics within hours, and the standard wait for a reply outside peak periods is under five minutes of queue time on written channels.

Outside those hours, two things still work: the platform itself, since analysis and alerts run around the clock, and the security mailbox, which is monitored for urgent account-safety reports even on weekends. A genuine emergency, a suspected takeover, a phishing attempt using our name, is never told to wait for Monday morning.

6. Bilingual service

Support is available in English and French. Write in either language and your file routes to a team member who works in it; onboarding and review calls can be conducted in French throughout. Documentation on this site is published in English, with key compliance pages translated on request through support.

7. What support will never do

A short list with sharp edges, because it protects you. No manager will ever ask for your password, a one-time code, or remote access to your device. No manager will promise returns, pressure a deposit, or discourage a withdrawal. No manager will ask you to send funds to a personal account or an external wallet. Any request fitting that description is fraud, and reporting it to the support address protects every other user too; the Fraud warning page covers the patterns in detail.

8. Plan levels of service

Every plan includes a named manager and same-business-day email. Advanced adds scheduled calls and medium priority handling; Premium adds a direct channel and a monthly strategy session with the audit history on screen. The differences are depth of contact, never quality of honesty, and no tier changes the rules in section 7.

9. When you have a complaint

If service falls short, the route is formal and documented on the Complaints page: written acknowledgement within one business day, a substantive answer within fifteen, and escalation to OBSI available if our answer does not resolve the matter. A complaint never affects your service level, and managers are measured on complaint outcomes as much as satisfaction.

10. Continuity and handover

Managers take vacations. When yours is away, a named colleague holds the file, briefed, with full access to the account history they need to help you properly. You are told in advance of any planned absence and introduced to the stand-in by email, so continuity never depends on luck.

11. The standards managers are measured on

Support quality is inspected, not assumed. Response times are tracked per channel and reported against the published commitments on this page. Written answers to money questions must contain the specific status, the specific next step and the specific date it happens, and replies that fail that bar are coached. Where a survey invites your rating after a resolved thread, the rating attaches to the manager's file, and the complaint record stands beside it.

The design intent is simple: a personal service earns the word personal. You should be able to reach one person who knows your file, get one answer that contains real information, and escalate once, formally, if neither happens. Everything else on this page is the machinery for keeping that promise at scale.

12. Getting your manager

Register through the form on this page. Within 24 hours your manager calls, introduces themselves and begins the onboarding conversation described above. From that point, a person who knows your file is an email or a scheduled call away, for as long as you keep the account. The support address for anything urgent is [email protected].