Help centre.
Step-by-step guides for what you want to do with your account. Cannot find an answer? Write to your advisor or email [email protected].
Account setup
How do I open a new account?
Click the "Open account" button on the main page. Enter your identification details (first name, last name, email, phone). Upload an ID document for KYC (ID card, passport or driving licence accepted). Address verification via a bill or bank statement from the last three months. Usually approved within one business day.
How do I enable two-factor authentication?
After login go to "Settings → Security". Choose a TOTP application (Google Authenticator recommended) or a WebAuthn hardware key. Scan the QR code or pair the key. Keep your backup codes in a safe place.
I forgot my password, what do I do?
Use the "Forgot password" link on the login page. A reset link is sent to your verified email address. The link is valid for 30 minutes. 2FA must still be active.
Deposits & withdrawals
How do I deposit via bank transfer?
Go to "Deposit" → select "Bank transfer". You will see our dedicated IBAN details. Do not forget to put your account reference code in the description — this ensures your funds are credited quickly. Usually received the same day.
How do I make a withdrawal?
Go to "Withdraw" → the original funding channel is selected by default. Enter the amount, confirm with your 2FA code. Processed within 24 hours. Your bank may delay on non-business days.
Why is my withdrawal pending?
Two common reasons: (1) your bank is outside business hours — European banks generally do not process transfers on weekends. (2) An unusual amount — withdrawals above €25,000 are manually verified by our Operations team. In both cases the transaction completes within 48 hours.
Security concerns
I received a phishing email, what do I do?
We never ask for your password, 2FA code or KYC document by email. If you received a suspicious email, do not click on it and forward it to [email protected]. Your account is not at risk, but we use the data to track scammers.
I lost my phone, how do I access 2FA?
Use your backup codes (shown during account setup). If you have also lost them, write to [email protected] — our Operations team will perform a manual identity check and reset 2FA. This process takes 24-48 hours.