Your account
Activation, sign-in problems, two-factor resets, updating your phone number or email, and understanding what each dashboard screen shows.
[ SUPPORT / CANADA ]
Contact us
Our team aims to give every user fast, friendly and knowledgeable support. Whether you are new to automated trading or already manage a large portfolio, we are ready to answer your questions, explain features and help you solve problems, day or night.
Simply complete the form and tell us how we can help. A member of our support team will review your request and reply as quickly as possible, usually within one business hour. We will be glad to help you get the most out of your trading.
Registration open — limited spots
By creating an account, you agree to our Privacy Policy and Terms of Use.
An account manager will call you within 24 hours.
Where to find us
Our office is in the capital region of Canada. Visits are by appointment so that someone is free to meet you.
- City
- Ottawa, Ontario, Canada
- Office address
- 275 Slater Street, Suite 900, Ottawa, Ontario K1P 5H9, Canada
- Office hours
- Mon–Fri 9:00–17:30 ET (closed weekends and Canadian public holidays)
- Call centre
- Account managers and callbacks 24/7, including weekends and holidays
- Waiting time
- A callback request is usually under 5 minutes for a callback request
- [email protected], replies usually within one business hour
The office is a standard business address and not a trading floor. Please do not bring cash, documents or devices for deposit: all funding is done through the payment methods listed in your dashboard.
Who answers what
Questions go to the Client Support & Compliance team. Here is what that team can help with, so you can say the right thing in your first message.
Deposits and withdrawals
Which method to use, why a payment is pending, how long a withdrawal should take and which documents might be needed before it is released.
Strategies and settings
Choosing a ready-made strategy, changing parameters, connecting an exchange by API and reading the reports the platform produces.
Complaints and concerns
Anything that has gone wrong. We log it, acknowledge it and follow the steps on our complaints page. For suspected fraud, see the fraud warning.
Help us help you faster
A few details at the start of a message save a round of questions.
- Say which part of the platform or website you are asking about
- Give dates, amounts and any reference number you were shown
- Attach a screenshot when something looks wrong on screen
- Tell us the best time for a call, in Eastern time if you can
- Never include passwords, 2FA codes or exchange secret keys
If your message is about a complaint, start the subject line with "Complaint" so it is logged correctly. If you think your account has been accessed by someone else, ask for an urgent callback instead of writing.
Prefer a call?
Register with your mobile number and your account manager will phone you within 24 hours, at a time that suits you.