The support assistant, and asking for a person

Some platforms answer the first message in a support conversation with an automated assistant. This page says exactly what it can do, what it cannot do, how to get a person instead, and what nobody from support will ever ask you for.

What can the assistant in the chat do for me?

It can explain how the platform works, send you to the right page, and look up some things about your own account.

Specifically, it can:

• Answer questions about how the platform works from the platform's own documentation, and cite the article it took the answer from.
• Give you a numbered walkthrough for anything that takes more than one click, with a link on the steps that need one.
• Offer you a button to the right page. It cannot type a URL into the conversation — every link it gives you is checked against the list of pages that actually exist on your platform before the button is drawn, so it cannot send you somewhere that is not there.
• Look up your own verification state, including your current level.
• Look up your own recent deposits, withdrawals and transfers, with their type, status, amount, fee, currency and date.
• Give you approximate balances per wallet and currency.
• Look up your own activity in whichever parts of the platform your provider runs — your P2P trades and offers, investment plans, staking positions, token-sale purchases, spot orders, binary positions, forex accounts, shop orders and referrals. It sees only the areas your platform actually has switched on.

Every one of those lookups acts on the account you are signed in as. They take no account identifier at all — there is no field to put one in, so there is no way, not even by asking, to point them at somebody else.

They also do not return identifiers. You will not get a trade number or an internal reference back, because the assistant identifies your records the same way you do: by amount, currency and date.

What it will not tell you about the other person

On anything with two sides — a P2P trade, a referral — the assistant sees only your half. On a trade it can tell you whether you are the buyer or the seller and what state the trade is in; it is not given the other party's identity, and their payment details are removed before it sees the record at all. On referrals it gets counts and dates, never who the people are.

It never sees your wallet addresses, transaction hashes, memos, API keys, two-factor secrets, ID document contents or IP addresses. Those are stripped before anything reaches it.

Can the assistant cancel my withdrawal or change something on my account?

It cannot do anything itself. There is no configuration in which the assistant executes something on your account. That is not a rule it has been asked to follow — the ability does not exist in the software.

What it can do, if the people who run your platform have switched it on, is offer. It shows you a button, that button says exactly what will happen, and pressing it runs the action under your own sign-in, with the same checks the platform would have applied had you done it from the relevant page yourself. An action you are not allowed to take is never offered. If you do not press it, nothing happens. See When the assistant offers to do something for what that button is and what it can never be.

The list of things it may offer is short, fixed in the software, and deliberately excludes anything involving money. The assistant cannot:

• Move, send, refund, credit or recover funds — and no button it can offer you will ever do any of those either.
• Cancel, place or modify an order, a trade or a withdrawal.
• Change any setting on your account, including your password, your two-factor authentication or your notification preferences.
• Approve a verification application or raise your level. It may offer to withdraw a submission that is still waiting for review, so you can submit again with different documents — but a withdrawal is recorded as a rejection, which means you cannot submit for that level again for 24 hours. The button says so before you press it, and When the assistant offers to do something explains when that trade is worth making. Nothing you have already been approved for changes.
• Close, reopen, reassign or re-prioritise a ticket. It can only write a reply into it, exactly as you can.
• See, mention or act on any other person's account.
• Fill in a form for you. Where a step needs something doing on a page, it sends you to that page and you do it there, with all the platform's usual confirmations in front of you.

It is also instructed never to promise a refund, a credit, compensation, a reversal or a recovery of funds, never to tell you when a deposit or withdrawal will complete, and never to give financial, investment, tax or legal advice or predict a price.

If you need one of those things done, it needs a person. Ask for one — see the next section — or open a ticket from Support tickets (/support). Anything that would move money or change your account is a human decision by design.

How do I get a real person instead?

Just ask. Type "I want to speak to a person" and the assistant hands the conversation over and stops answering. There is also a Talk to a person button underneath the message box in both the ticket conversation and the live chat window, which does the same thing in one click.

When you do, the assistant says plainly that it is bringing in a person, the conversation is marked as waiting for the team, and it stops writing.

It also hands over on its own, without being asked, when:

• Money may be missing, or a deposit or withdrawal is disputed.
• An account is locked, or you have lost your two-factor device.
• The question is legal or regulatory — a chargeback, a dispute, anything involving a regulator or a lawyer. Those go to a person untouched.
• You are angry, or you have asked the same thing twice without progress.
• It has nothing documented about what you asked, or the question touches something it is not allowed to answer.
• It is not confident. It is instructed to hand over rather than guess.
• It has answered a few times and the problem is still there. There is a limit on how many replies it may write in one conversation — three, unless the people who run your platform changed it — and once that is reached it stops and the conversation goes to the team.

After a handover the conversation is an ordinary support ticket. The team reply in the same thread, and it appears in your list on Support tickets (/support) like any other.

Whether it ever speaks again on that conversation depends on why it left. If it handed over because it had nothing written about that question — no documentation, nothing it could cite for the answer it had drafted, not confident, the question was beyond it, or something on our side broke — it can pick the conversation back up when you ask something genuinely different, because "we have nothing about withdrawal fees" says nothing about a password question. If it handed over because of the conversation itself — you asked for a person, you were unhappy, you had asked the same thing twice, the reply limit was reached, money or a locked account is involved, the question was legal or regulatory, or the platform's own rules said so — it stays out for good, and writing again does not bring it back.

You never have to justify asking for a person, and asking does not cost you your place — the whole conversation, including everything the assistant already gathered, goes across with it.

Will support ever ask me for my password or my 2FA code?

No. Never. Not the assistant, not a person on the team, not in a ticket, not in live chat, not by any other channel.

Nobody from support will ever ask you for:

• Your password.
• A two-factor or one-time code, or a recovery code.
• A private key or a seed phrase, for any wallet.
• An API key or secret.

The support team does not need any of these to help you. There is no situation in which handing one over speeds anything up.

The assistant is additionally prevented from repeating any of them back: API keys, two-factor secrets, seed phrases, private keys, wallet addresses, ID document contents and IP addresses are removed before it ever sees them, so it could not read one out even if it were tricked into trying.

If anyone asks you for one of these — in a ticket, in a chat, by email, by message, or over a call — it is not the support team. Do not send it. Report the message through Support tickets (/support), and if you have already sent a password, change it immediately at Profile settings (/user/profile), which also signs out every other device.

Note that support tickets are a written record on your account, so anything you paste into one stays there. Send the reference for a transaction, never the credential.

Why won't the assistant tell me the fee, the limit, or how long it takes?

Because those are set by the people who run your platform, they differ from one platform to the next, and a wrong number quoted confidently is worse than no number at all. The assistant is built to refuse rather than guess.

What it will tell you instead is where the real figure is shown:

• Fees depend on the currency and the network, and the withdrawal form shows the exact fee for the currency and method you picked before you confirm.
• Minimums and maximums depend on the currency and on your verification level, and the relevant page shows the ones that apply to your account.
• How long something takes depends on the method and the network. You can follow the actual state of yours on Transaction history (/finance/history).
• Which countries are served, and whether something can be refunded, are decisions for the team. The assistant will hand you to a person rather than answer for them.

When it refuses on one of these, it also passes the conversation to the support team in the same breath, so you are not left with a dead end — the team can give you the actual figure for your platform.

If your platform has a help centre (/faq), published answers to these questions live there too.

How do I open a support ticket?

Open Open a support ticket (/support/new). It asks for a subject, how urgent it is, a description of the problem, and optionally some tags. There is no file field on that form — screenshots go in afterwards, from the paperclip beside the message box in the conversation itself.

As you type the subject, your platform may show you an article that already answers it, above the rest of the form. That is not the assistant writing: it is one of the operator's own published answers, quoted word for word, and it appears only when the match is unambiguous. Nothing about it blocks you — the create button is never disabled or greyed while it is on screen, and That's not what I meant dismisses the panel.

Write the ticket as though the person reading it cannot see your screen, because they cannot. The three things that get a question answered in one reply rather than four are: what you were trying to do, what actually happened, and roughly when. A transaction id, an order number or a market name is worth more than any amount of description.

What not to put in it: your password, a two-factor code, a recovery code, an API secret or a wallet seed phrase. Nobody here will ever ask for any of those, and anyone who does is not from the platform.

Once it is open, the conversation lives on Support tickets (/support) alongside everything else you have raised, and replies arrive there. Keep a single problem in a single ticket — opening a second one for the same issue splits the history between two conversations and usually makes the answer slower, not faster.

Am I talking to a person or a bot?

You are told, every time. The assistant states that it is an AI in its first message of a conversation and whenever you ask, and it is not permitted to claim to be human, invent a name, or invent a job title.

There are three other signals on screen:

• A one-time notice at the top of the conversation, before the assistant's first message, explaining what it is and what it can and cannot do.
• A badge on every message it writes, so you can tell its replies apart from a person's at a glance in a long thread.
• The details panel on the ticket conversation, which names who the ticket currently sits with — the assistant, or a named member of the team.

In your list on Support tickets (/support), the preview of the last message on each row is also marked when the assistant wrote it.

If a person takes the conversation over, the assistant stands down and the panel shows the person's name instead. If it hands back afterwards, it is told what the person said and is not allowed to contradict them.

You can ask for a person at any point, including after the assistant has already answered, and including on a conversation it is halfway through.