Personal support from day one

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An account manager goes with you from the moment you register: they call you, explain things and help you start at your own pace.

Trading with technology is easier when there is a person at the other end of the phone. That is why every new user gets a call from their manager within 24 hours, at no extra cost.

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What personal support is

It is one-to-one guidance: a person with a name who knows your account, your setup and your questions. It is not a ticket mailbox or an automatic chat. When you call or write, whoever answers already knows what you are talking about.

The account manager explains, guides and accompanies. They do not decide for you or handle your money, and they neither offer personalised investment advice nor promise results. Their job is that you understand what you are doing and that you are not left alone when something does not work.

One person of reference

The same manager looks after you from the first call.

Attention 24 hours

Available every day, including holidays.

Benefits of personal guidance

The common thread is that you are never asked to work things out alone. A question that could take an hour of searching through guides often takes a two-minute answer from someone who has seen your configuration.

Individual attention

Answers made for your account, not generic texts.

Help with activation

Connecting your exchange, two-factor and first settings, step by step.

Quick answers

By email, normally within one working hour, and by phone in minutes.

Personalised information

Explanations adapted to your level and your plan.

Constant backing

It does not end at sign-up; you can ask for help while you use the platform.

What your manager can help you with

Account activation

Registration, identity verification and connecting the exchange.

First steps

A tour of the dashboard and the choice of an initial setup.

Platform and simulator

How to use the features and try adjustments before applying them.

Deposits and withdrawals

Methods, timelines and the documents needed.

Updating details

Changes of phone, email or verification data.

Feature questions

What each indicator, alert or report means.

Who it is for

For people starting out who want a human voice to guide them, and for those who already have experience but prefer to settle their doubts by talking to someone who knows the platform. It is also useful if your time is short and you want someone to help you leave everything configured in one call.

If you find it hard to read screens, prefer talking to writing or simply feel calmer having someone to turn to, this service was designed for you. You can ask for the call to be repeated as many times as it takes until everything is clear.

What to expect from the first call

The call lasts between ten and twenty minutes. The manager introduces themselves, asks what interests you and how much experience you have, and explains the dashboard with your account open. If you want, you go on together with identity verification and connecting your exchange; if you would rather think about it, another call is booked.

You do not need to prepare anything special. Nor do you have to decide an amount during the call: you can hang up without depositing and keep looking at the platform on your own. If you ever feel pressure to deposit, say so: it is not what we expect from our team.

10 to 20 minutes

Introduction, a tour of the dashboard and answers to your questions.

No commitment

You do not need to deposit to speak with your manager.

How our support team works

Account managers follow a few clear rules. They explain calmly and without needless technical terms. They do not promise results or returns. They do not ask for passwords, codes or full keys. They note each conversation on your file, so you do not have to repeat the story if another person helps you. And they escalate to the right team when the matter is about compliance, security or a formal complaint.

If any of this is not met, tell us at [email protected]. Feedback on support helps us improve the service.

How the service works

Registration
You create your account with your contact details.
Contact with the manager
They call you within 24 hours and introduce themselves.
Activation
They help you verify your identity and set up the account.
Ongoing support
They remain available for questions, adjustments and reviews.

Support channels

You can choose whichever channel you like depending on the kind of question. For something urgent, the manager by phone; for something that needs a written record, email.

Email[email protected]
CallbackAsk for it from the dashboard and we call you at the time you give.
Personal managerYour direct contact, available 24 hours a day.
Help centreGuides, FAQ and articles.

Opening hours

Hours change by channel, and we state them so that you know when to expect an answer.

Account managers available 24 hours a day, every day. Email support and the office operate in these hours: Monday to Friday, 8:00 to 18:00 (Colombia time, excluding public holidays). Outside them, your message is logged and answered the next business day, unless it is a security incident, which is handled immediately.

Deposits, withdrawals and help with paperwork

Your manager explains how to deposit with PSE, Nequi, Daviplata, cards or mobile wallets, how long each withdrawal takes and which documents the checks need. If a payment does not show up, they help you check its status and contact your bank when needed. The details are in deposits and withdrawals.

What they cannot do: move money for you, ask you for your passwords or codes, or guarantee you a result. If someone who says they are from support asks you for any of that, it is a scam; tell us.

FAQ about personal support

How do I contact my personal manager?

After you register they call you within 24 hours on the number you left. Later you can message them or ask for a call from the dashboard, and they answer 24 hours a day.

Does the manager help someone who has never traded?

Yes, that is exactly who it is for. They explain each screen, help you set up the account and answer basic questions, without jargon and without pushing you to deposit.

Which platform topics can they help with?

Activation, connecting your exchange, setting up strategies, alerts and reading the reports. They also point you to where each feature lives.

Can they help with deposits and withdrawals?

Yes. They explain the available methods, the timelines and the documents requested. They do not handle your money: you make the payments yourself from your bank or wallet.

What channels do I have to ask for help?

Your account manager, the callback, the support email and the help centre with guides and FAQs.

Does personal support cost anything?

No. It is included in every plan. The Advanced and Premium plans add priority service and, on Premium, individual attention.

Talk to a person before you start