Contact us
McCortex OI is built to be used without friction, but every workspace occasionally needs a human on the other end. This page explains how our support works, what to have ready before you write, and what happens once your message arrives. It does not list specific contact details — those are provided elsewhere on this site and inside your account, where they can be kept current and verified.
How to reach support and what each channel is for
Most questions about McCortex OI fall into one of three groups: account access, platform behaviour, and strategy or risk settings. Rather than routing everything through a single inbox, the workspace separates these so that each request reaches someone equipped to deal with it. General questions about how a feature works, or reports of something behaving unexpectedly, belong with customer service, which is the first point of contact for the majority of users. If your question concerns identity verification, funding, or anything tied specifically to your account, the account manager assigned during onboarding is usually the faster route, since they already have the context of your setup.
There is also a help centre built into the workspace itself, covering the topics that come up most often: how strategies are deployed, how risk limits are applied before an order is placed, and how reporting is organised. It is worth a look before writing in, since it resolves a meaningful share of questions on the spot and is available at any hour, independent of support hours. For anything the help centre does not cover, the support channels described on this site remain the right place to go, and the choice between them should follow the nature of the question rather than any sense that one channel is more important than another.
What to include so a request is handled in one pass
A request that includes the right detail from the start is almost always resolved faster than one that has to be followed up with clarifying questions. Begin with what you were trying to do, what you expected to happen, and what happened instead. If the issue relates to a specific strategy, order, or alert, name it and give an approximate time, since this lets the person reviewing your account locate the relevant activity without guesswork.
Screenshots help more than long descriptions when the issue is visual, such as a display that looks wrong or a setting that will not save. If the issue concerns funding or verification, mention the step you are on in the onboarding process, since account managers handle each stage differently and this narrows down where to look immediately. Avoid sending the same request through more than one channel at the same time, since this tends to create duplicate threads and can slow things down rather than speed them up.
It also helps to state plainly what outcome you are looking for, whether that is a fix, an explanation, or a change to a setting. Support teams can act faster when the goal is explicit rather than implied. Finally, keep any request focused on one issue at a time; if you have several unrelated questions, separate messages tend to move through the queue more efficiently than a single long one covering everything at once.
What happens after you write and what to expect
Once a request reaches customer service or your account manager, it is reviewed against your account details so that any reply reflects your actual setup rather than a generic answer. Straightforward questions, such as how a feature works or where to find a setting, are usually resolved in a single reply. Requests that touch funding, verification, or account access typically involve an additional check, since these areas require more care, and the person handling your case will let you know if anything further is needed from you.
We do not promise a fixed response time, since the time a request takes depends on its complexity and on where it falls relative to support hours, but every message is read and answered in turn. If your issue is urgent, saying so plainly and explaining why helps the team prioritise it correctly rather than treating it as routine.
Once a request is resolved, you are welcome to follow up if the same issue recurs or if the explanation raised a new question. McCortex OI treats support as an ongoing part of using the workspace, not a one-time transaction, so there is no need to hesitate before writing again. As a reminder, trading digital assets carries substantial risk, including the total loss of capital, and nothing our support team communicates should be read as investment advice or as a forecast of future results.