Contacting Support
Ask Nami, raise a ticket. We reply within three business days.
Published
Topic
Getting Started
Nami, the KGI Crusoe assistant
Nami is the assistant on our website. She answers general questions instantly. If she can’t answer something, she passes it to our team, who will reply via client portal.
Raising a ticket
For questions about the platform or your account, raise a support ticket by following these steps.
Step 1: Open the client portal menu
Log in and you will land on the Select Trading Mode page. Click the profile icon in the top-right corner of the screen.
Step 2: Select “My Support”
A menu will appear with three options: My Support, Change Password, and Sign Out. Click My Support.
Step 3: Click “Contact Support”
The My Support window lists all your tickets. If you haven’t raised one yet, it will show “No support tickets yet.” Click the Contact Support button at the bottom.
Step 4: Complete the form and submit
Field | Details |
|---|---|
Subject (required) | A short title for your question, up to 100 characters |
Description (required) | Describe your question in up to 500 characters |
Upload (optional) | Attach supporting files in PDF or DOCX format, up to 2 MB per file and 8 MB in total |
Click Submit. The button becomes active once both required fields are filled in.
Tip: With only 500 characters, include the essentials: your account email, when the issue happened, and what you were trying to do.
Step 5: Track your ticket
Return to My Support at any time to see the status of your tickets and our replies.
What to expect
Response time: We reply within three business days.
Follow-up: When we answer, we will ask whether the answer helped. If you say no, the ticket stays open so we can keep working with you.
Closing: A ticket with no reply from you closes after 14 days. You can open a new one whenever you need to.
Scope: We answer questions about the platform and your account. We cannot recommend trades, products, or strategies, even in the demo account.