Personal support from the day you register
Every new Forge Capmoor client is contacted by a real person before anything else happens. Your personal manager helps you set up, understand the platform, deposit, and withdraw, and stays available afterwards. No scripts and no pressure.
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What is personal support?
Personal support means you are assigned a named manager who knows your account. When you register, they get in touch, usually within 24 hours, to introduce themselves, check your details and ask what you want from the platform. From then on you can contact them about anything to do with your account, and they can see the settings and history they need to give a useful answer.
The role is to help, not to sell. A manager will explain features, walk you through setup and talk you through fees and risks. They will not tell you how much to invest, and they will not promise a result.
One name, one contact
You do not have to explain your situation again every time you get in touch.
Callback within minutes
Callback requests are usually answered in under five minutes.
What you get
Individual service
Guidance shaped around your experience, your goals and how much risk you are comfortable with, rather than one script for everybody.
Help with activation
Verification, two-factor login, connecting an exchange and setting up your first strategy, done with you.
Fast answers
Most questions are answered within one working hour by email and much faster by phone.
Information that fits you
Explanations and figures relevant to your plan, including a personalised calculation on request. Figures are illustrative.
Support that continues
Help does not stop after setup. Your manager is there for changes, questions and problems for as long as you use the platform.
How your manager can help
- Activating your account: identity checks, security settings and payment set-up.
- First steps: choosing pairs, strategies and alerts that suit you.
- Using the platform and simulator: a guided tour of the dashboard and the calculator, so you can see how things work before you commit money.
- Deposits and withdrawals: which methods to use, what they cost and how long they take.
- Updating details: address, phone, payment methods and preferences.
- Feature questions: what a setting does and what an alert means.
Who it suits
Beginners, who are often unsure what to ask, will find a person easier than a manual. Experienced users who prefer to talk to a person about the details, or who want a second opinion on how a setting works, will find it useful too. Anyone who values a phone call over a search box is exactly who this is for.
If you would rather work alone, you can, and the help centre and guides are always there. Personal support is offered, never forced.
How the service works
1 Register
Complete the short form on this page.
2 Your manager contacts you
A call or email, normally within 24 hours.
3 Your account is activated
Verification and setup, with help at each stage.
4 Support carries on
Ask again whenever you need to.
Ways to get in touch
| Channel | Best for |
|---|---|
| Personal manager | Anything about your own account, by phone or message |
| Callback | Quick questions. Callbacks are usually under 5 minutes by callback, and within one working hour by email |
| [email protected]. Good for documents and records | |
| Help centre | The FAQ, getting started guide and articles |
Opening hours
Personal managers can be reached day and night. The support desk, which handles email, documents and complaints, is open Monday to Friday, 9:00 to 17:30 UK time (excluding public holidays). Messages sent outside those hours are answered when the desk reopens, and urgent security matters are handled at any time.
Deposits, withdrawals and support
Managers can explain every deposit and withdrawal method, the fees that apply and typical timings, and help you find the status of a request. They cannot speed up identity checks or override the rules on the withdrawal policy page, but they can tell you what is needed and chase it internally.
A typical first conversation
Most first calls take between fifteen and twenty-five minutes. Your manager starts by asking a few questions: whether you have traded before, what you hope to get from the platform, roughly how much you are thinking of investing and how you would feel if that amount fell by a third. There are no wrong answers. The point is to help you choose settings that fit you.
They then take you through the security settings, verification and the dashboard, and explain how deposits and withdrawals work and what the fees are. Before the call ends they will tell you clearly what happens next, and will make sure you have a way to reach them. Many clients tell us that the most useful part is simply being able to ask questions they thought were too basic.
Language and tone
Our managers speak plain British English and avoid jargon unless you ask for it. If a word is unfamiliar, say so, and they will explain it in everyday terms. If you prefer written messages to calls, or a call at a set time, tell them and they will arrange it around you.
What personal support does not include
A manager is not a financial adviser. They do not assess whether an investment is suitable for you personally, do not recommend that you buy or sell a particular asset and cannot make a decision on your behalf. If you need personal advice, you should speak to an independent financial adviser authorised by the FCA.
What good support looks like
We hold ourselves to a few plain standards. A manager should introduce themselves by name, explain what they can and cannot do, and tell you honestly if they do not know something and will find out. They should never rush you to deposit, never say a profit is certain and never ask for your password, security codes or API secrets. If a call ever feels different from that, please tell us, and use the complaints procedure if you want to.
We also encourage you to write down what you were told. If a manager explains a fee, a timing or a setting, you should be able to find it again on the fees page, in the payment methods table or in your account. If you cannot, ask for it in writing.
Questions about personal support
When will my manager contact me?
Normally within 24 hours of registering, by phone or email.
Do I have to speak to a manager?
Every new client is contacted, but you decide how much support you want after that.
Is support available to beginners?
Yes. Helping people with no experience is a big part of the role.
Can my manager tell me what to invest in?
No. They can explain how the platform works and what the risks are, but they do not give personal investment advice, and the choice is always yours.
Can they help with withdrawals?
Yes. They can explain the method, the timing and the checks, and follow up on a request.
How else can I contact you?
By email at [email protected] or with a callback request through the contact page.
Speak to a specialist or open an account
Register for free and your manager will call. Or send a question first and see how we answer.