Help centre
How can we help?
Answers to the things people ask most, and guides for the steps that take a bit of explaining. If you cannot find what you need, open a ticket and someone will look at your actual account.
Browse by topic
Account and verification
Opening an account, verifying your identity, changing your details and keeping your account secure.
See questions →Deposits and withdrawals
Adding funds, taking money out, payout accounts, scheduled withdrawals and what to do if something has not arrived.
See questions →Trading and orders
Buying and selling, automated orders, market hours, fractional amounts and understanding what moved your position.
See questions →Your portfolio
Reading your holdings, understanding profit and loss, transaction history and exporting your records.
See questions →Security
Sign-in alerts, password changes, recognising anything suspicious and what to do if you suspect a problem.
See questions →Fees and costs
What we charge, what we do not, and the costs that come from the market or your bank rather than from us.
See our fees →Step-by-step guides
The tasks that take a few steps, walked through properly.
Opening and verifying your account
What you need to hand, which documents are accepted, and roughly how long each stage takes.
Making your first deposit
Choosing a method, sending the payment, uploading a screenshot and what happens while it is reviewed.
Placing your first trade
Entering an amount in units or dollars, reading the confirmation, and understanding what you own afterwards.
Setting an automated order
Choosing a target price, how funds are held while it waits, and when an order expires or fails.
Linking a payout account
Adding a bank or crypto destination, why details matter, and setting a default for future withdrawals.
Withdrawing your funds
Requesting a withdrawal, why your available balance drops immediately, and how to cancel one.
Your first week
What to expect, day by day
A realistic picture of the first few days, so nothing comes as a surprise and you know when to be patient.
Open your account and look around
Sign up with your name, email and a password, then confirm the email we send. You can browse every market and see live prices straight away. There is no obligation to deposit anything yet, and nothing to lose by simply reading for a while.
Start verification
Upload a photo ID and a proof of address. Take the photographs in good light and check every corner of the document is visible — blurred edges are the single most common reason a submission comes back.
Wait for the review
Verification usually finishes within 48 hours. You will get an email either way. If more is needed, the message says exactly what, and resubmitting costs nothing.
Make a small first deposit
Start smaller than you eventually intend to. Sending ten or twenty dollars first lets you see the whole process work before committing a larger amount.
Place one small trade
Buy a fraction of something you understand. The point is not the return — it is seeing the confirmation, watching it appear in your portfolio, and knowing what the numbers mean.
Watch, and resist acting
Your position will move up and down. That is normal and not a signal to do anything. Most early mistakes come from reacting to the first few days of noise.
Reading your account
What each number actually means
The figures on your dashboard, explained without assuming you already know.
Available balance
Cash you can spend right now
Money in your wallet not committed to anything. This is what you can use to buy or withdraw today.
Locked balance
Yours, but reserved
Funds held behind a pending withdrawal or an open buy order. Still your money — it is set aside so it cannot be spent twice. Cancel the thing holding it and it returns immediately.
Portfolio value
What your holdings are worth now
The live market value of everything you own, added together. This changes constantly while markets are open, which is normal.
Average cost
What you paid per unit
If you bought the same asset several times at different prices, this is the average across all of them. It is the number your profit or loss is measured against.
Unrealised profit or loss
On paper, not in your pocket
The difference between what you paid and what it is worth now, for things you still hold. It is not money you have until you sell.
Realised profit or loss
Actually banked
What you made or lost on positions you have already sold. This one is real and has already moved through your wallet.
Troubleshooting
When something is not working
The situations that most often send people to support, with what to check first.
Check the status on your deposits page first. If it says pending, it has reached us and is waiting on review. If it is not listed at all, the payment may not have arrived yet — crypto usually confirms within an hour, bank transfers can take several days. If the payment has definitely left your account and more than a day has passed, open a ticket with your reference number and the screenshot.
Three common reasons. The market may be closed — stock exchanges keep office hours and the asset page shows when the relevant one reopens. Your available balance may be lower than you think if some is locked behind a pending withdrawal or an open order. Or the amount may be below the minimum for that asset, which is shown on the order form.
Check whether some of it is locked rather than spent. A pending withdrawal or an open buy order reserves funds so they cannot be committed twice. The wallet page shows available and locked separately, and cancelling whatever is holding it releases the money straight away.
The rejection message says why, and it is usually something simple — a blurred photo, a cropped corner, or a proof of address older than the accepted window. You can submit again immediately at no cost. If the reason is unclear, open a ticket and ask.
If a price source is unavailable we mark the figure as out of date rather than quietly showing a stale number. If you see that notice, the price shown is the last one we had. If a price looks wrong without any such notice, tell us — that is worth investigating.
Use the password reset link on the sign-in page; we will email you a secure link. If the email does not arrive, check your spam folder. If your account has been disabled you will be told so rather than simply blocked, and support can explain what is needed.
That means the market never reached your target price within the 30 or 60 days the order was open. Any funds held for it are released automatically. You can place a new order at a different price whenever you like.
Change your password immediately, then open a support ticket. Do not wait to see whether anything happens. If you use that password anywhere else, change it there too.
Glossary
Words you will come across
Terms that appear here or elsewhere in finance, explained plainly. You do not need to memorise any of this to use the platform.
Asset
Anything you can buy and hold — a share, a coin, a currency. A general word for the thing itself.
Position
What you currently hold of a particular asset. Holding some Bitcoin means you have a position in Bitcoin.
Portfolio
All your positions together. Your portfolio value is what all of it is worth right now.
Market order
Buying or selling immediately at whatever the price is at that moment.
Automated order
An instruction to buy or sell if the price reaches a level you choose. Elsewhere this is usually called a limit order.
Spread
The small gap between the buying price and the selling price on any market. It belongs to the market, not to us, but it is a real cost.
Volatility
How sharply a price tends to move. High volatility means larger swings in both directions.
Fractional
Owning part of a share or coin rather than a whole one. Ten dollars of a three-hundred-dollar share is a fractional holding.
Diversification
Spreading money across several different things so one bad outcome does not take everything with it.
Liquidity
How easily something can be bought or sold without moving its price. Major assets are liquid; obscure ones often are not.
Exchange
The marketplace where an asset trades. Stocks trade on exchanges with opening hours; crypto exchanges run continuously.
KYC
Know Your Customer — the identity checks every regulated financial platform is required to carry out.
Most read
Usually within 48 hours. You will get an email as soon as it has been reviewed, whether it was approved or not.
Check the status on your deposits page. If it still says pending, it is with us for review. Crypto usually confirms within an hour; bank transfers can take a few days to reach us in the first place.
An instruction to buy or sell at a price you choose. It waits until the market reaches that price, then fills on its own. You can cancel at any time and orders expire after 30 or 60 days.
Some of it is locked — usually behind a pending withdrawal or an open buy order. Locked funds are still yours; they are just reserved so they cannot be spent twice.
Link a payout account, then request a withdrawal from your wallet. A person reviews it, normally within a business day.
Stock exchanges have opening hours. The asset page shows whether the relevant market is open and when it next opens. Crypto trades around the clock.
Still stuck?
Open a ticket and someone will look at your actual account rather than sending you a link.