Individual service
One named contact who knows your account instead of explaining yourself to a different agent every time.
Personal support from your first day
Registration open — limited spots
An account manager will call you within 24 hours.
By creating an account, you agree to our Privacy Policy and Terms of Use.
Automation does the watching. A real person does the explaining. Every new Valorstead customer is paired with an account manager, who stays your point of contact once you are up and running.
From registration to your first withdrawal, you always have someone to ask.
What personal support means here
Personal support is one-to-one help. Instead of a ticket number and a queue, you get an account manager who knows your account, remembers what you talked about last time and can see where things stand.
The manager is the person who calls you after you register, helps you set the platform up, answers questions about strategies and reporting, and can explain a payment or a charge. They work as part of the Client Support and Compliance team, so questions about verification, security and complaints can be answered or passed on by the same group without you having to repeat yourself.
Their job is to make sure you understand, not to sell you more. They will say so if a plan does not look like the right fit for what you have told them, and they will tell you plainly if the better answer is to wait, start smaller or not proceed at all.
What you can expect
Help to activate
Step-by-step assistance with verification, your first deposit and strategy setup, at the speed you are comfortable with.
Quick answers
Email replies usually come within one business hour, and callbacks are arranged around your day.
Information that fits
Explanations tailored to your questions, rather than a generic script.
Ongoing help
Support does not stop after setup. Check in whenever something changes in your life or your account.
What your manager can help with
| Topic | Typical help |
|---|---|
| Account activation | Identity verification, document uploads, security settings and two-factor authentication. |
| First steps | Choosing a plan, picking a starting strategy and understanding the dashboard. |
| Using the platform and the simulator | Walking through reports, notifications and the calculator so that the numbers make sense. |
| Deposits and withdrawals | Which method to use, where a payment is up to and what can delay one. |
| Updating your details | Changing your phone, email, address or payment method safely. |
| Features and settings | Limits, pauses, alerts and anything you are unsure about. |
Who it is for
If you are new, a person who explains things in plain language is worth a great deal. If you are experienced, you still benefit from being able to ask a specific question without searching for the right page.
Customers who are supporting a family member, or managing money for the first time after a life change such as selling a property, often find the conversation especially helpful.
It also suits people who simply prefer a conversation to a help article, such as those who are not comfortable with online forms, who are managing an account for the first time or who have a question that does not fit a search box.
If you work shifts or live in a different Australian time zone, tell your manager when you are best reached and the callback will be arranged around you, since account managers are available 24 hours a day, 7 days a week.
How the service works
Register
Leave your details in the form.
Hear from your manager
They phone you, usually within 24 hours.
Activate your account
Verify, fund and choose your settings together.
Keep in touch
Ask for help whenever you need it.
Your first two weeks
This is the usual pattern. Your own pace may be quicker or slower, and that is fine.
- Day 1
Registration and first call
You create the account and your manager phones to introduce themselves, confirm your details and ask what you hope to get from the platform.
- Day 2
Verification and funding
Together you go through identity checks and, if you choose, the first deposit. You agree on how much to allocate and what to do if you want to withdraw.
- Day 3
Strategy and notifications
You pick a starting strategy, set the alerts you want and learn where to read your reports.
- Day 14
Check-in
Your manager rings to ask how it has gone, reviews your first activity statement with you and adjusts limits if you would like to.
Help with deposits, withdrawals and day-to-day questions
Money questions are the ones people most want a quick, human answer to. Your manager can tell you which payment method suits you, check where a deposit or withdrawal is up to and explain what is behind a delay, such as an extra verification step or a bank holiday.
They can also explain a particular fee line or a result in your report, so you know exactly what a number refers to. For the full tables of methods and costs, see deposit and withdrawal methods and fees and pricing.
What we will not do
- Promise a result or a return
- Ask for your password, login codes or API secret
- Pressure you to deposit more than you are comfortable with
- Make trading decisions on your behalf outside the limits you set
Support channels and hours
[email protected]. Replies are usually within one business hour.
Callback
Request a call from the form on this page or by email. Account managers are available 24 hours a day, 7 days a week.
Your account manager
Your direct contact for setup, strategy and account questions.
Help centre
The FAQ and getting started guide cover the most common questions.
Office hours: Monday to Friday, 9:00 to 17:30 AEST/AEDT, excluding public holidays.
Support questions
Usually within 24 hours of registering. The call is booked to the mobile number you provide, and you can ask for a different time if the first one is inconvenient.
You can look around the dashboard straight away. Before funding and starting a strategy you will have a conversation with your account manager, because we want every new customer to understand what they are doing.
No. Experienced users use it for faster answers on settings, reporting questions and payment issues, and Advanced and Premium plans receive priority service.
No. They explain, guide and help with setup. Decisions about your money, your limits and your strategy remain yours, and our team will not push you to deposit more.
That is fine. Write to the support address and a team member will reply within one business hour on a normal day. You can ask for a call only if you want one.
From your account manager or support, and the Deposit and withdrawal methods page lists every method with its time. We can also tell you where a request is up to.
Ask a specialist anything
Register and your account manager will call you. It costs nothing to talk.
Create Free Account