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Status: Unreviewed

Contacts - Support

How customers and IAs can reach support.

Support Channels​

Primary Contact​

Response Times​

Emails and tickets are typically responded to within 24 hours. Urgent tickets receive same business day response.

What Support Handles​

Account Questions​

  • Registration assistance
  • KYC/KYB guidance
  • Login issues
  • Profile updates

Transaction Questions​

  • Deposit status
  • Withdrawal status
  • Transaction history
  • Balance inquiries

Product Questions​

  • PNP information
  • Gift code redemption
  • CSR delivery status
  • Package details

Commission Questions​

  • Commission calculations
  • Payout status
  • OCA/BW balance
  • Rank status

How to Submit a Request​

In Back Office​

  1. Log into your account
  2. Navigate to Help/Support
  3. Select issue category
  4. Describe your issue clearly
  5. Submit ticket

By Email​

Include in your email:

  • Account ID or email
  • Clear description of issue
  • Relevant transaction IDs
  • Screenshots if applicable

Best Practices​

Do​

  • Be specific — leads to faster resolution
  • Include IDs — makes your account easy to locate
  • One issue per ticket — enables clearer handling
  • Check FAQs first — your answer may already exist

Don't​

  • Submit duplicates — slows processing for everyone
  • Use multiple channels — creates confusion
  • Include sensitive data — unnecessary security risk

Business Hours​

Support hours are Monday-Friday, 9:00-18:00 GMT. Weekends and holidays have limited coverage.

Self-Service Resources​

Before contacting support, check:

  • Help Center for FAQs and guides
  • Back Office for transaction history
  • This documentation for process details

Language Support​

Full support is available in English. Other languages are supported based on availability.