Individual attention
Your questions are answered by someone who knows your account, not by a script.
Personal support from the day you register
Every new Coin Trade 1000 user is paired with an account manager, a named person who calls you, explains the platform and stays available afterwards. Trading can feel lonely, and it does not have to.
Registration is open
Create a free account and meet your account manager.
An account manager will call you within 24 hours.
By creating an account, you agree to our Privacy Policy and Terms of Use.
What personal support means
It means that you are not left alone with a dashboard. Your manager goes through the platform with you at your pace, helps you set up your account and answers the practical questions that come up in the first weeks and the odd ones that come up later.
The manager explains and guides. They do not make investment decisions for you, and they will say plainly if something carries risk you should think about.
Why it helps
Help with activation
Verification, connection and the first deposit are walked through with you.
Fast answers
Email replies usually arrive within one business hour, and calls are answered promptly.
Personalised information
Explanations are adapted to your experience, your plan and your goals.
Continuing support
Help does not stop after onboarding. It stays for as long as you have an account.
What your manager can help with
- Activating your account and completing verification.
- Your first steps on the platform and what each screen shows.
- Using the platform and the simulator before you commit funds.
- Information on deposits and withdrawals and their timings.
- Updating your details and security settings.
- Questions about specific features and reports.
Who it suits
Beginners who want to be walked through things, and experienced users who prefer to have a knowledgeable person to ask when something does not behave as expected.
How the service works
- 1
Register
Create your free account.
- 2
Manager contacts you
Usually within 24 hours.
- 3
Account activation
Verification and setup, together.
- 4
Ongoing support
Questions answered whenever they arise.
Ways to reach us
Callback
Request a call from the dashboard or the contact form.
Personal manager
Your named contact, who knows your account.
Help centre
Guides, the FAQ and articles for self-service.
Hours and scope
Account managers and the support team are available 24 hours a day, 7 days a week. The Ottawa office is staffed Monday to Friday, 9:00 to 17:30 ET.
Support can help with questions on deposits, withdrawals, verification, security and the use of the platform. It cannot give personal investment advice or promise any result.
What the first call covers
The first conversation is unhurried and has a simple structure. Your manager confirms the contact details you gave, asks what you are hoping to get out of the platform and what experience you have, and then explains in plain terms how the account works, what it costs and what the main risks are. You are encouraged to ask questions, and no deposit is expected on that call.
If you decide to go ahead, the manager helps you through verification, shows you the dashboard and suggests sensible starting settings. If you decide not to, you are not chased.
How support is organised
Your account manager is the first point of contact, backed by a wider support team that can see the same account history. If your question is about a payment, a compliance check or something technical, your manager brings in the right specialist and keeps you informed instead of handing you from queue to queue.
Managers follow written guidelines on what they can say. They explain how the platform works and what the risks are, and they do not predict prices, promise results or pressure anyone to deposit. If you ever feel pressured, you can say so and report it to [email protected].
Examples of questions people ask
- "What does it mean that my strategy is paused?"
- "My deposit has not shown up yet. Where is it?"
- "How do I create an API key that cannot withdraw?"
- "Why did I get a message asking for a document?"
- "Can I change how much of my balance the platform may use?"
What support will not do
Support will not make trades for you, tell you which asset to buy or guarantee any outcome. It will not ask for your password, your one-time codes or your API secret under any circumstances. If someone contacting you does, it is not us, and you should read the Fraud warning page.
Your conversations and your data
Calls may be recorded for quality and compliance, and notes are kept so that you do not have to repeat yourself. They are handled under the Privacy Policy, and you can ask what is held about you at any time.
A manager for different kinds of user
People who come to us have very different starting points. A first-time investor may need to be told what a trading pair is, while someone with years of experience may only want to confirm how a particular setting behaves under pressure. Managers adapt to which of those you are, and you can tell them to be briefer or more detailed at any time.
Support in the language of the place you live
Our team writes and speaks in plain Canadian English, and all documents are written for readers in Canada, with amounts in Canadian dollars and references to the institutions that matter here: your bank, Interac, and the regulators named on the Licensing and regulation page.
If you are not happy with the service
Tell your manager first, because most things can be fixed in a conversation. If that does not work, write to [email protected] and ask for your case to be escalated, or use the formal route on the Complaints page. You can also ask for a different manager at any time without giving a reason.
Questions about support
How do I contact my manager?
By phone or callback, by email, or through your dashboard. Your manager introduces themselves on the first call and you can reach them at any time after that.
Is support suitable for beginners?
Yes. Beginners are the main reason the service exists, and nothing is too basic to ask.
Can the manager place trades for me?
No. They explain, guide and answer questions. Decisions about your money remain yours.
Can I get help with deposits and withdrawals?
Yes. Your manager can explain methods, fees and timings and help you check the status of a payment.
What are the support hours?
Account managers and the support team are available 24 hours a day, 7 days a week.
What if I do not want to be called?
Tell the manager, and they will keep to email. You can change how we contact you at any time.
Talk to a person
Register and ask for a call. There is no obligation to deposit.