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 South Island 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.
To keep operating costs down and provide the most transparent fees in the country* we operate with minimal staff (there are only three of us!); 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.
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.