Support Centre
Here are answers to the questions we receive most often. Can't find what you need? Start a live chat from any page and a member of our team will help.
Funding your account
Which deposit networks are available?
Supported options are USDT (TRC-20 or ERC-20), USDC and ETH (both ERC-20), plus BTC on the Bitcoin chain — Omni-issued BTC is fine too. Bank transfer is offered for selected currencies too.
Does it matter which network I choose?
More than anything else here. A deposit address only works on the network it was created for. USDT-TRC20 sent to an ERC-20 address, or any coin sent to an address meant for another chain, lands somewhere we have no access to — it cannot be credited and is almost always lost. Before every transfer, take the address from the deposit page for exactly the network you plan to use.
When will my deposit be credited?
TRC-20 transfers usually arrive within a few minutes. ERC-20 and BTC timings depend on network traffic and on how many confirmations are required, so expect up to an hour when networks are busy. Bank deposits follow your bank's own clearing times.
It's been a while and my deposit is still missing.
Start by searching for the transfer on a block explorer. If the explorer shows it as confirmed but your balance still hasn't changed an hour later, message us on live chat with the transaction hash and we will trace it.
Taking money out
How do I request a withdrawal?
Go to the Withdraw screen, choose how you'd like to be paid, type the amount, confirm with your security password and send the request. Crypto is sent to the wallet address stored on your profile, while bank payouts use the account details you saved earlier.
My first payout took longer — is that normal?
Sending money to a new wallet or bank account for the first time triggers an extra manual review. From then on, payouts to that destination move through more quickly.
What fees apply?
Before you submit, the confirmation screen shows both the fee and the exact amount that will reach you. On-chain network fees rise and fall with network traffic.
Placing trades
What happens when I open a Higher/Lower position?
You choose what to trade, how much to stake, whether the price will finish higher or lower, and how long the position lasts. The moment the order is accepted, its opening price is fixed. At expiry the final price determines whether you won, and the balance change appears straight away.
Can I close a trade before it expires?
No — fixed-duration trades always run until expiry. Spot holdings are different: you can sell them any time their market is trading.
What stops an order from going through?
Usually the stake was larger than your available balance, the chosen duration had already passed, or the market for that instrument was closed. The message you see names the cause.
Security and verification
Why must I verify my identity?
Verification is needed before withdrawals can be paid and once your trading volume passes certain levels. It is what allows us to keep out the activity described in our Anti-Money Laundering Statement.
What's the purpose of the security password?
A second password, separate from the one you sign in with, that is required to approve withdrawals — so even if someone obtains your sign-in details, they still cannot move your funds. Keep it private; our staff will never ask you for it.
Password slipped your mind?
On the Access Account screen, choose the option to reset it. Lost access to the email linked to your account? Get in touch with support, and expect to go through identity verification a second time.