Personal support and your account manager

1. Who your account manager is

Your account manager is a member of the London client team, assigned when you register and introduced on your activation call within 24 hours. They are your single point of contact for anything about the platform: one person who knows your setup rather than a queue that asks your name again every time. If your manager changes, for holiday or role changes, you are introduced to the replacement before the handover, never left guessing who to write to.

2. The first call and first month

The activation call covers verification, exchange connection and your first watchlist, and it is the most valuable half hour of the onboarding. In the first month your manager checks in weekly: what the readings showed, what you logged, what confused you. Users who take these check-ins consistently report a smoother first month than those who skip them, which is why we schedule them rather than waiting to be asked.

3. Help with setup and configuration

Watchlists, alert levels, dashboard layout, exchange connections: your manager configures any of it with you over a call or walks you through doing it yourself, whichever you prefer. There is no charge for this at any plan level, and there is no such thing as a question too basic; explaining the platform clearly is the job, not an interruption to it.

4. Help with deposits and withdrawals

For payments, your manager confirms the available methods, checks that your first deposit route is set up correctly and talks you through your first withdrawal, including the identity checks that apply. They can see the status of a request and tell you factually where it sits. What they cannot do is bypass the security checks or speed a compliance review; those rules protect everyone, including you.

A practical habit your manager will suggest: make the first withdrawal small and early. A £20 test to your own account proves the entire return path while the stakes are trivial, and any name-mismatch problem surfaces weeks before it could involve a meaningful sum.

Payment questions outside your manager's hours go to the shared support queue and are picked up by the same client team, so a payment query raised at 4 p.m. on a Friday is answered by a person who can actually see the request, not by whoever is nearest the inbox.

5. Ongoing account care

Beyond onboarding, your manager is there for plan changes, annual reviews of your setup, questions about readings and, occasionally, telling you that an idea you had is better left alone. The tone we train for is candid: our managers explain risk honestly, never push deposits and never phrase market outcomes as certainties. If a conversation with us ever feels like pressure, that is a complaint, and we treat it as one.

Reviews follow your rhythm, not a sales calendar. A monthly look at sizes and alert levels suits active users; a quarterly conversation suits buy-and-hold ones; and doing nothing at all is a legitimate choice that nobody will chase you about. Your manager's own objectives are measured on your account working as you intended, not on how much is deposited.

6. Availability and response times

Managers and the support desk work Monday to Friday, 9:00 to 17:30 UK time. Written questions are answered the same working day in almost all cases, typically within a few hours, and the support queue outside your manager's availability is staffed by the same client team. Anything marked "Urgent" in the subject line is triaged immediately for suspected account security issues.

Calls are booked, not ambushed. You choose a slot that fits your day, you get a reminder with the agenda you agreed, and if a topic needs a specialist, your manager brings them rather than promising to find out and vanishing for a fortnight. Voicemail messages left outside hours are returned the next working morning.

7. What support is not

Account managers are not personal financial advisers, and the platform is not an advisory service. They will explain what a reading means, how a feature works and what our policies say; they will not tell you which asset to buy, how much to commit or guarantee an outcome. That boundary is a regulatory one, and it also happens to be good practice.

8. Plan differences

Every plan includes a dedicated manager. Advanced adds scheduled weekly check-ins, and Premium adds priority scheduling for calls and reviews. The quality of the answers does not vary by plan; only the cadence and scheduling priority do.

9. Escalation beyond your manager

If your manager cannot resolve something, it escalates to a senior member of the client team, and you are told who has it. If your concern is about conduct or treatment rather than a technical matter, it goes straight to the formal complaints process on the complaints page, with the timelines and Financial Ombudsman Service escalation described there.

10. Security reminders from real conversations

Your manager will never ask for your password, a two-factor code, or remote access to your device, and will never ask you to move funds to a "verification account". Genuine requests look boring: confirm a document, review a setting, acknowledge a change. If a call or message asking for anything else reaches you in our name, hang up and write to [email protected]; the fraud warning page lists the patterns in circulation.

11. Getting started with support

Register on this page and your manager calls within 24 hours. Come with the one-line answer to: what do I want this platform to watch for me? Everything else, verification, connection, watchlists, first readings, is covered on that call and the weekly check-ins that follow. Fees for every plan are on the fees page, and the platform guide walks the full setup path step by step.

One expectation worth setting: support makes the platform clear and the processes smooth; it never makes the market behave. The honest limit of anyone's help is better information and fewer avoidable mistakes, and everything in this service is built to exactly that limit, no further.