McCortex OI

Ways To Reach Our Team

  • Direct Support Access Reach the McCortex OI support desk through the contact channels listed on this page for account questions, verification steps, or general platform guidance whenever you need assistance.
  • Dedicated Account Manager Every verified trader is paired with an account manager who handles onboarding steps and stays available for questions about your balance, strategy setup, or platform configuration.
  • Help Centre Resources Browse the help centre for written guidance on common tasks, from funding an account to adjusting risk limits, before reaching out to a support representative directly.
  • Response Time Standards Support requests submitted through official channels are reviewed in the order received, with account managers prioritising verification and funding questions during standard business hours.
  • Support Hours Coverage Customer service teams are staffed across regular business hours, with account managers coordinating follow up so ongoing questions do not go unanswered between sessions.

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How to reach support and what each channel is for

McCortex OI keeps a small number of ways to get in touch, each built for a different kind of question. General enquiries about the workspace, how a feature behaves, or what a strategy setting actually does belong with the standard contact support channel. Anything tied to your account itself, such as verification, funding, or a change in your risk settings, is better handled through your account manager once your account is set up, since that conversation usually needs your account details in front of the person answering.

The help centre sits alongside these channels rather than replacing them. It holds the answers to the questions that come up most often, from how strategies are deployed to how alerts are configured, and it is worth a look before you write in, since it can resolve straightforward questions immediately rather than waiting on a reply. Customer service through the contact form remains the right route for anything that is not covered there, or where your situation does not quite match the general explanation.

Support hours and the exact contact details for each of these channels are published directly on this page and may vary as the team grows, so treat the information shown here rather than any other page or third-party listing as current.

What to include so a request is handled in one pass

A request that includes the right detail from the start is answered faster than one that needs a follow-up question first. Start with a plain description of what you were trying to do and what happened instead, written the way you would explain it to a colleague rather than in shorthand. If the issue relates to a specific strategy, an order, or a particular screen in the workspace, name it directly rather than describing it in general terms.

Where it is relevant, note the device and browser you were using, since the workspace behaves the same on desktop and phone but the occasional issue is specific to one environment. If you already tried something to fix it yourself, such as refreshing the page or checking your risk limits, mention that too, so the person answering does not suggest the same step again.

Avoid sending sensitive account credentials through any contact channel. Genuine requests for that kind of information will always come through your account manager as part of a process you initiated, not as an unsolicited message asking you to confirm details.

What happens after you write and what to expect

Once a request reaches McCortex OI, it is read and routed to whoever is best placed to answer it, whether that is a general support agent or, for account-specific matters, your account manager. Straightforward questions are usually resolved in a single reply. Anything that touches your account setup or a strategy’s risk limits may take a short back-and-forth, simply because it needs a detail confirmed before it can be closed out properly.

Exact response times are not fixed here, since they depend on the nature of the request and current volume, but the team works through enquiries in the order they arrive and keeps you updated if something needs more than a first look. You will hear back at the address or channel you used to write in, so it is worth checking that channel rather than assuming silence means the request was missed.

If a reply does not fully answer your question, simply respond in the same thread rather than opening a new one. Keeping the conversation in one place means whoever picks it up next has the full context already, which is usually the fastest way to reach a resolution.