Individual attention
One person who knows your set-up and your questions, rather than a queue of strangers.
Personal support from your first day
Every new Fexenvance user is contacted by a named person who helps with registration, set-up and your first questions. You do not have to work it out alone, and you do not have to talk to a different agent every time.
Registration is open. Places are limited.
By creating an account, you agree to our Privacy Policy and Terms of Use.
What personal support means
Personal support is a one-to-one arrangement between you and a platform manager. After you register, the manager calls to introduce themselves, learns what you want to achieve and shows you the platform. From then on, they are your first point of contact.
Their role is to explain, to set up and to help. They are not a financial adviser and they do not take decisions on your behalf. When a question is about regulation, a payment or a technical fault, they pass it to the right specialist and keep you informed of progress.
What you gain
Help at activation
Support with verification, payment and the exchange connection.
Quick answers
Messages are answered promptly in working hours.
Information for you
Explanations of plans, fees and settings that match your situation.
Ongoing help
Support does not stop after the first week.
What your manager can help with
- Activating your account and completing identity checks.
- Your first steps in the dashboard and the demo simulator, where available.
- Using monitoring, alerts and reports.
- Information about depositing and withdrawing, including timings.
- Updating your personal details and security settings.
- Questions about features, plans and fees.
Who it is for
It is for beginners who would like to be talked through everything, and for experienced users who prefer to deal with a person on routine matters. If you like to be walked through the process, you will probably use it a great deal. If you prefer to work alone, you can ignore it and still have the same platform.
How the service works
- 1
Register
Submit the short form.
- 2
Contact with your manager
They call within about 24 hours.
- 3
Activate the account
Verification, deposit and set-up together.
- 4
Continued support
Questions answered as you go.
Support channels and hours
Callback
Request one through your manager or the form.
Personal manager
Message at any time.
Help centre
Working hours
Monday to Friday, 9:00 to 17:30 UK time (excluding bank holidays). Personal account managers can be reached around the clock by message. Phone callbacks are made during office hours.
Deposits, withdrawals and help
If a payment is delayed or you are not sure which method to use, your manager can explain the options on the methods page, tell you what the timing normally is and find out where the problem lies. They cannot speed up a bank, but they can tell you what to say to it.
Questions about personal support
How soon will my manager contact me?
Usually within 24 hours of registering. They call the number you gave and confirm a time that suits you if the first call is not convenient.
Is support only for beginners?
No. Experienced users also use their manager, for example to review settings, ask about plan changes or sort out a payment query.
What can the manager not do?
They cannot give personal investment advice, tell you what to buy or sell, or guarantee any outcome. They explain the platform and its settings.
Who helps with deposits and withdrawals?
Your manager guides you through payment methods and timings, and explains what to do if a payment is delayed. The payment itself is processed by the relevant provider.
How can I contact support at the weekend?
You can message your manager at any time. Callbacks and email replies are handled in office hours, so a weekend message is picked up on the next working day.
Which ways can I get in touch?
Email, callback, your personal manager and the help pages on this website.
What happens on the first call
The first call lasts around fifteen to thirty minutes. Your manager introduces themselves, confirms your name, email and phone number and asks a few questions about what you hope to get from the platform and how much experience you have. These help them explain the right parts first, and they are not a test.
They then describe how the platform works, walk through the three plans and their costs, set out the main risks plainly and answer whatever you ask. If you want to go ahead, they book the next step, which is identity verification and deposit. If you do not, the call ends there. Nothing is sold to you on the call, and no payment details are taken by phone.
Standards we hold ourselves to
- We aim to contact new registrants within 24 hours.
- Email enquiries are answered in about one working hour in office hours.
- Managers explain fees and risks before anyone deposits.
- Managers never ask for your password, your codes or remote access to your device.
- Complaints are passed to the complaints team, as described on the Complaints page.
Which channel to use
| Situation | Best channel | What to expect |
|---|---|---|
| A quick question about a setting | Message your manager | A written answer, often within the hour in office hours. |
| Something you want talking through | Callback | A phone call at a time you agree. |
| A document or formal matter | A written reply with a record of what was said. | |
| Suspected unauthorised access | Email with URGENT, then your manager | Priority handling and a possible lock on the account. |
| Learning on your own | FAQ and guides | Self-service answers at any hour. |
When your manager passes you on
Some questions need a specialist. Identity checks go to the compliance team, payment queries to the payments team, technical faults to engineering and complaints to the complaints team. Your manager stays involved, tells you who has the case and chases for an answer, so you are not left repeating yourself.
If you are unhappy with the support you receive, say so. You can ask for a different manager or raise a formal complaint under our procedure.
What support will not do
Support will not tell you what to buy or sell, forecast prices or promise results. They will not ask you to move money to a personal account or share a one-time code. If anyone does, it is not us, and you should read the Fraud warning. Support also cannot override identity or anti-money laundering checks, because the law requires those.
Support after the first month
Most people need the most help in the first weeks and less afterwards, but your manager does not disappear. Many users hold a short review call after a month or two to look at results, check that settings still suit them and talk through any plan change. You can also ask for a review at any time, for example before you add funds or after a market event that unsettled you.
If you decide to stop, your manager will explain how to pause strategies, withdraw your funds and close the account. Leaving should be as clear as joining, and the Withdrawal policy explains each step.
Speak to a specialist first
Create a free account and your personal manager will contact you, usually within 24 hours. There is no obligation to deposit.
Create Free Account