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 firstname.lastname@example.org 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.