If you already have an account, sign in to the client area at my.zentrader.com first, so we know it's you, and contact us from there: open the chat, or send us a ticket from the Contact page. Coming to us signed in means we can see your account straight away and don't need to verify who you are before we help.
If you don't have an account yet, use the Contact us page on zentrader.com, or the chat and the contact form here on the help centre.
Support is available around the clock, every day, in English and Japanese. If neither is your first language, write in your own: we use translation tools and will do our best. We don't offer phone support.
What to include
- Deposits: the amount, the date and the payment method. If the deposit hasn't been credited, attach your proof of payment, such as a transfer receipt or a card statement line.
- Withdrawals: the amount, the date and the transaction ID from Transaction History.
- Trades: the transaction ID of the trade, the asset and the time it was placed. If you couldn't place a trade, tell us which asset and what the screen showed.
- Something not working: a screenshot, your device and your browser.
We'll never ask you for your password, and we'll never ask you to send photos of your ID by chat or email: the identity check in the client area is the only place for those.
Related: What customer support hours are available? · My deposit hasn't arrived · My withdrawal hasn't arrived · The trading platform isn't working