If you get an email, a message, a call or a social media approach that claims to be from Zentrader and doesn't look right, tell us. Reports from customers are how we get fake sites and accounts taken down, and how we warn others. It takes a couple of minutes, and you don't need to be sure it's a scam: we'd rather check a real one than miss a fake.
Before you report
Don't reply, don't click any link, and don't pay or send anything. If you've already entered your Zentrader password somewhere you now doubt, change it first: a reset signs you out of every device. See How to reset your password. If you shared card details, call your card issuer.
How to report it
- Take a screenshot of the message or the page, including the sender's address or the website's address, which are the parts we need most. On a phone, screenshot the whole conversation if it's a chat.
- Copy the details you can: the sender's email address, the phone number, the account name, or the website address. Type or paste them into your report, because they're not always readable in a screenshot.
- Send it to us. If you have an account, sign in at my.zentrader.com and send it through the chat or the contact form, with the screenshots attached. If you don't have an account, use the help centre's chat or request form, or the Contact us page on zentrader.com. See How do I contact support?
- Tell us what happened, in a line or two: what the message asked for, whether you replied or clicked, and whether you entered or sent anything.
What we do with it
We confirm whether the message was from us, and we tell you. If it wasn't, we warn other customers where we can and report fake websites, email senders and social media accounts to the companies that host them so they're taken down. If your account was involved, we check it with you and help you secure it.
What to report
Anything that doesn't match how we actually work: a message asking for your password, a code, ID photos or card details; a payment request to a personal account or a wallet; a fee to release a withdrawal or a bonus; an offer of signals, guaranteed profits or account management; a Zentrader "app"; a phone call; or a website that isn't on zentrader.com. See How can I tell it's really Zentrader? See What will Zentrader never ask me for?
Related: How can I tell it's really Zentrader? · What will Zentrader never ask me for? · How do I contact support? · How to reset your password