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Tell us what you need and pick the closest subject. It routes your message to the right desk instead of a general inbox. Fields marked with an asterisk are required.
Service levels
When to expect a reply
These are the targets we work to, not guarantees. Volumes spike around major economic releases and after periods of high volatility; if we are running behind we will say so rather than leave you guessing.
| Channel | Hours | Typical response |
|---|---|---|
| Support Center (in-app chat) | Monday, Friday, 24 hours | Under 1 hour during market hours |
| Email, support@novedox.com | Monday, Friday, 08:00–20:00 UK | Within 1 business day |
| Telephone +44 20 8089 0820 | Monday, Friday, 08:00–20:00 UK | Answered live; callback if lines are busy |
| This contact form | Submitted any time | Within 1 business day |
| Identity verification queries | Monday, Friday, 08:00–20:00 UK | Within 1 business day of the check completing |
| Formal complaints | Monday, Friday | Acknowledged within 3 business days |
| Partnership enquiries | Monday, Friday | Within 2 business days |
Weekend cover is limited because the forex market is closed; cryptocurrency markets trade continuously and urgent platform issues are monitored around the clock. Formal complaints follow the escalation path set out on our compliance page.
Save yourself a wait
Before you contact us
A large share of the messages we receive have a published answer. These are the five most common. If yours is here, you have your answer in the next thirty seconds instead of tomorrow morning.
Browse all FAQsMy deposit has not arrived yet
Crypto deposits credit once the network confirms the transaction, which depends on the chain rather than on us. TRC-20 usually confirms in a couple of minutes; ERC-20 can take longer when Ethereum is congested.
Check the transaction hash on a block explorer first. If the network shows it confirmed and it has not credited within an hour, message us through the Support Center with the hash and the network you used. Details are in the deposits FAQ.
When can I withdraw?
Withdrawals require completed identity verification, and the withdrawal feature is being rolled out it is not yet live for all accounts. We know this matters, and it is the highest priority item on our roadmap.
The most useful thing you can do now is complete identity verification so there is nothing outstanding when it opens for your account. See the withdrawals FAQ.
My identity verification was rejected
The overwhelming majority of rejections come down to image quality: a glare on the document, a cropped corner, an expired document, or a selfie taken in poor light. Retake in daylight, place the document flat on a plain surface, and make sure all four corners are inside the frame.
If a second attempt fails, contact us through the Support Center, do not email photographs of your documents to a general inbox.
Is MetaTrader 5, cTrader or the mobile app available?
Not yet. MetaTrader 5, cTrader, the native mobile apps and the trading API are all in development and are not available today. We list their real status on our about page rather than implying they exist.
Everything you can do on NOVEDOX today runs in the web terminal, which works in any modern browser including on a phone.
I cannot log in / I did not get my verification code
One-time codes are sent by email and occasionally land in spam or promotions folders, check there first, and add support@novedox.com to your contacts. Codes are time-limited, so request a fresh one rather than re-using an old email.
If you have lost access to the email address on the account, contact us from any address and we will explain the verification steps needed to recover it. We cannot change a registered email on request alone.
Something on the platform looks wrong
Please tell us, genuinely. Choose Technical issue on the form above and include your browser and version, your device, roughly when it happened, and what you expected to see instead. A screenshot helps enormously.
If it concerns a specific order or position, raise it through the Support Center so it arrives attached to your trading history.
Careers
Working with us
Applications and speculative introductions go to careers@novedox.com, not the support desk.
Open rolesPartnerships
Introducing brokers
Choose Partnership on the form above, or read the published commission structure first.
Partnership programmeCompliance
Complaints & conduct
Select Complaint on the form and we will follow the published escalation procedure.
Complaints procedureStill deciding? Look around first.
Registration opens a demo account funded with $10,000 in simulated balance, so you can judge the platform on the terminal rather than on the marketing.
Trading involves risk. 74.3% of retail accounts lose money.