Support
The Support section helps you browse guides or contact the BrokerIG Customer Support team when you experience an issue.
Start with Documentation when you want to learn how a feature works or resolve a common question yourself. Use Contact Support when the issue involves your account, a deposit or withdrawal, security, an investment, or data that requires direct investigation by the support team.
When should you read the documentation first?
Section titled “When should you read the documentation first?”Open Documentation first when you need to:
- Learn how to deposit USDT.
- Learn how to withdraw USDT.
- Understand Balance History.
- Learn how Direct Investment works.
- Learn how Entrusted Investment works.
- Link or configure the Telegram Bot.
- Enable Two-Factor Authentication.
- Understand Referral Codes and the Network Tree.
- Review terminology used in Dashboard, campaigns, Finance, or investment pages.
Documentation can resolve many common questions without waiting for a support response.
When should you contact Customer Support?
Section titled “When should you contact Customer Support?”Contact Support when:
- An on-chain deposit is confirmed but has not been credited.
- A withdrawal remains Processing for too long or has failed.
- An email Verification Code does not arrive.
- You cannot sign in.
- You lost access to your 2FA device or Recovery Codes.
- Telegram notifications do not arrive after the bot was linked.
- A referred member does not appear in the Network Tree.
- Balance History contains a change you do not understand.
- An entrusted investment campaign displays unexpected information.
- The account is restricted or has an abnormal status.
What should you include in a support request?
Section titled “What should you include in a support request?”Provide enough information for the support team to identify the issue:
- Account email.
- User ID, if available.
- Time when the issue occurred.
- Name of the page or feature.
- Transaction ID, TxHash, or request ID when the issue involves a deposit or withdrawal.
- Screenshot of the error.
- Troubleshooting steps you already tried.
Do not send:
- Your password.
- An email Verification Code.
- A 2FA Authentication Code.
- A Recovery Code.
- A seed phrase, private key, or wallet key.
- Identity documents unless they are requested through an official verification process.