Individual service
One named person who knows your account instead of a different agent each time.
Personal support, from the day you register
Every new client gets a named manager who calls before anything else happens. They help you set up, explain what you do not understand and stay on hand for the practical questions that come up later, from your first deposit to your first withdrawal.
What a manager can doWhat personal support means
Personal support is one-to-one guidance from a person at Aureo Flowdex, rather than a queue of anonymous tickets. Your manager knows your account, remembers what you have discussed and is the first person to contact whenever you have a question.
Their role is to help you use the platform with confidence. They explain features, check that settings match what you intended and point you towards the right page of the site. They are not there to make decisions for you or to push you towards a larger deposit.
Benefits
Help with activation
Identity checks, two-factor sign-in and exchange connection done with you, step by step.
Quick answers
Callback requests are returned within 24 hours, and email within one working hour in support hours. Where a question needs checking with another team, your manager tells you what is happening rather than leaving you waiting.
Tailored information
Explanations based on what you have told your manager rather than generic scripts. If your circumstances change, tell them and the guidance changes with you.
Ongoing help
Support does not stop after the first call, it continues for as long as you have an account.
What your manager can help with
Activating the account
Verifying your identity, choosing a plan and switching on the security settings that protect you.
First steps
Connecting an exchange, choosing assets, setting limits and starting small.
The platform and simulator
How to read reports, run the simulator on past data and change a strategy safely.
Deposits and withdrawals
Which method to use, which limits apply and where a payment has got to.
Updating your details
Changing an address, phone number or email, and keeping verification current.
Questions about features
What a setting does, why an alert fired or what a number in a report means.
What happens on the first call
The first call usually takes about 20 to 30 minutes and happens at a time you agree with your manager. It is a conversation, not a sales pitch, and you can end it at any point.
Getting to know you
Your manager asks about your goals, how much you are comfortable having at risk and whether you have traded before, so that explanations are pitched at the right level.
Explaining the platform
They show you the dashboard, the simulator and the reports, and explain the fees and the risks in plain terms.
Setting up securely
If you are happy to go on, you switch on two-factor sign-in and start identity verification together.
Agreeing what comes next
You decide when to speak again, and whether to make a first deposit now, later or not at all.
Your manager will never ask for your password, a one-time code or your exchange API secret. If anyone does, end the conversation and tell us.
Getting the most from your manager
A few small habits make the service work better for you.
- Say what you do not understand. Everything on the platform can be explained more simply, and your question helps us improve the wording.
- Tell them about changes in your life. A new job, a house purchase or a change in income can affect how much risk is sensible.
- Keep requests in writing when they matter. For anything involving documents or payments, follow up a call with an email so there is a record.
- Raise problems early. A confusing report or a missed alert is easiest to fix the day it happens.
Who it suits
Beginners often appreciate someone to explain jargon. Experienced investors tend to use their manager as a fast route to a decision about a payment or a setting, rather than searching through help pages. If you prefer a person to a chatbot, this is built for you.
How the service works
Register
Complete the short form on this page.
Your manager contacts you
You are called within 24 hours, and can choose the time that suits you.
Your account is activated
Together you verify identity, connect an exchange and set your limits.
Support continues
Ask whenever you need to, for as long as you hold an account.
Support channels
| Channel | Best for |
|---|---|
| Personal manager | Anything about your own account and settings |
| Callback | A quick conversation, requested from the dashboard |
| [email protected], for documents and a written record | |
| Help centre | Guides, articles and the FAQ, available at any time |
Opening hours
| Phone and live support | Monday to Friday, 9:00 to 17:30 UK time (excluding bank holidays) |
|---|---|
| Callback requests | Accepted around the clock |
| Monitored every day, answered in support hours |
Deposits, withdrawals and support
Payments are one of the most common reasons clients ring. Your manager can help with the following, always within the rules on identity checks.
- Choosing between card, wallet and bank transfer for a deposit
- Understanding limits, fees and processing times for each method
- Tracking a withdrawal that has not arrived yet
- Knowing which document is needed to release a held payment
Whatever the question, your manager can see the status of your account and the checks that have been completed, so you do not have to explain your situation again each time you call.
The tables on the Deposit and withdrawal methods page list every option.
Questions about personal support
How quickly will my manager contact me?
Within 24 hours of registering. They call or message first, introduce themselves and agree with you when it is convenient to go through the set-up.
Will a manager pressure me to invest more?
No. Their job is to explain and to help you configure what you have chosen. You can say no, slow down or stop at any point, and a request to withdraw is handled like any other. Managers are not paid on how much you deposit, and if you ever feel pressured, please tell us at the email address on the Contact page.
Can I ask basic questions?
Please do. Most of our clients are new to automated trading, and questions about terms, fees and settings are exactly what the service is for.
Can my manager help with deposits and withdrawals?
Yes. They can explain which method suits you, what limits apply and why a payment is taking longer than expected. They cannot override identity checks, change a limit that exists for legal reasons or release a payment that is being reviewed, but they can tell you exactly what is needed to move things forward.
What are the ways to reach support?
Your personal manager, a callback request in the dashboard, email at [email protected], and the help centre of articles and guides. Callback requests are accepted at any hour.
Can a manager give me investment advice?
No. They explain how the platform works and can discuss how your settings relate to your stated goals, but they do not recommend trades or give personal investment, tax or legal advice.
Speak to a person, not a script
Register and your manager will call you within 24 hours, with no obligation to deposit.