Start with the relevant guide
Use the account-access guide for sign-in or codes, the market-data guide for quotations and the funding guide for transfer status. Help provides guidance; it does not submit a support message or create a case.
Prepare a clear record
Write down the page or instrument, the time and timezone, the action you attempted and the visible status. Explain what you expected and what happened. Keep any non-sensitive operation reference available for the designated support channel.
Do not include passwords, email codes, recovery links, full payment credentials or identity documents in an ordinary message.
Read the complaints process
A product question and a formal complaint follow different processes. Read the Complaints policy for the information to prepare and the applicable handling steps. Confirm the designated submission channel before sending personal information.