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  5. Do you have a phone number/can I see you in person?
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Can I talk to a real person?

Yes, you can talk to a real person, but no, we do not have a phone number that you can call as we operate solely online. We operate from our homes in various locations so we have no need for a central office as such and you can’t visit us in person. However, you are welcome to email your questions or concerns to or start a live chat with us by clicking the icon in the lower right-hand corner.

To keep operating costs down and provide the most transparent fees in the country* we operate with minimal staff; therefore, it is not feasible to answer incoming calls or make outgoing calls for several reasons.

It’s rare both in NZ and globally for cryptocurrency exchanges, retailers, or brokerages to provide phone-based technical support. Not to mention, most queries (I’d easily estimate ~90%) we receive can be self-answered via our Knowledge Base section. If you have thoroughly searched through these articles and you still require help, then feel free to email us or start a chat.

We trialled an 0800 number in 2017 and had to stop it after four months because it was too expensive and people were not prepared to pay costs for it, either built into our margins in trades or by subscription or one-off charges. Other operators not offering a phone service were charging half the margins than the operators that did offer it.

If you have been cold-called by someone claiming to be from any sort of cryptocurrency brokerage or investment service, you should be very wary as to their legitimacy. There are numerous scammers out there that do so. See this guide for help identifying crypto scams.

We also occasionally do drop-in Q&A sessions around New Zealand when we can, so keep an eye out in your emails and on our Facebook and Twitter for further updates on these.

*Many other operators advertise their net margins, rather than their gross margins. For an accurate comparison, compare prices directly instead of relying on advertised pricing. For more info, see our Fees and Pricing page.

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4 thoughts on “Do you have a phone number/can I see you in person?”

  1. hi there, I’m a customer of bit prime and having some difficulty with the Jaxx Liberty wallet. I have entered my 12 work phrases which opened the wallet however there are no purchases showing which is somewhat stressful as I have been buying Chainlink over the last year and depositing into the wallet.

    Are you able to advise or have any suggestions?

    Many thanks


  2. Hi Team. I have a mate Ihaka who is currently trying to buy BTC and ETH and I recommended you guys as your are from NZ and I had a great service and everything was fast and efficient.

    I think he had some difficulty with his ID and had been waiting for over a week now for a reply. Can you please recommend the best course of action moving forwards.

    Thank you.

    • Hi Tremaine, we’re aware of Ihaka’s pending verification. Unfortunately, we have a very long list of people who wish to open accounts with us, due to the recent market activity. We’re working as fast as possible to clear through verifications. I can’t discuss any of his particular details here, but please rest assured it’s on our mind and processing applications is one of our top priorities. We deeply appreciate Ihaka’s patience, and your recommendation!


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