Personal support, from the first call onwards
Every VestAccrue client is paired with a personal account manager from the moment of registration: a named person who helps you activate your account, understands your setup, and stays reachable for every question after. No ticket queues, no starting over with a stranger each time; support as a relationship, not a department.
This page explains exactly what that service includes, how it works in practice, and how to reach your manager and the wider team.
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An account manager will call you within 24 hours.
What personal support means here
Personal support is individual accompaniment across the whole life of your account. Its centre is the account manager: the person who called you during onboarding, knows which strategies you run and which markets you watch, and can therefore answer questions in context instead of from a script. The manager is your interpreter between the platform's technology and your goals, translating settings into plain language and your intentions into configuration.
The format is deliberately human. Conversations happen by phone and email, on a schedule that fits yours, in English or French. Nothing about the service depends on you already knowing the vocabulary; the manager's job includes building that vocabulary with you, call by call, until the dashboard feels like yours.
The advantages, concretely
Individual attention: your manager knows your account, so answers arrive pre-fitted to your situation. Help with activation: onboarding is a guided process, not a form and a shrug; verification, exchange connection and first configuration all happen with a person. Fast answers: operational questions are usually resolved in one exchange, and you always know who you are talking to. Personalized information: reviews of your settings, your statements and your limits as your balance and experience grow. Continuous support: the relationship does not end at first deposit; month twelve gets the same access as day one.
What your manager can help with
Account activation: identity verification, exchange connection with the correct API permissions, and initial platform walkthrough. First steps: choosing markets to monitor, understanding strategies before enabling them, setting exposure ceilings, loss limits and volatility pause thresholds that match your tolerance. Using the platform and simulator: dashboard orientation, reading reports, and practising configuration changes safely before doing them live. Deposits and withdrawals: method selection, payout detail verification, tracking requests and explaining any security check. Keeping data current: updating contact details, payout methods and preferences so nothing important reaches a dead address. Function questions: alerts, notifications, statements, anything with a settings page.
Who the service suits
Beginners, first: someone navigating their first automated setup has questions a settings page cannot answer, and the manager exists precisely for them. Experienced investors who simply prefer a human channel for account matters. Busy people who want one familiar contact instead of a support lottery. And skeptics, again honestly: the manager is also the right person for hard questions about risk, fees and what the platform does not do, and will answer them straight.
How the service works, in four steps
Register
Complete the form on this page with your name, email and phone number.
Meet your manager
Your manager calls within 24 hours on business days to begin activation and answer your first questions.
Activate together
Verification, exchange connection and your initial configuration, done with your manager on the line.
Ongoing support
Review calls on request, help whenever you need it, and a named person who knows your account throughout.
Support channels
Email: [email protected], answered during business hours, usually within one business hour, in English or French. Callback: scheduled with your manager at a time that suits you, including evening slots for working clients. Your personal manager: direct channel for everything account-specific, from settings reviews to withdrawal timing. The help centre: the platform's documentation pages, including Getting Started and the FAQ, for self-serve answers at any hour.
Hours of availability
The support team and managers work Monday to Friday, 9:00–17:30 ET, excluding Canadian public holidays. Automated systems, of course, never sleep: monitoring, guardrails, alerts and statements run around the clock, and security issues reported outside hours are picked up first thing the next business morning, marked and prioritized.
Help with payments, specifically
Money movement is where most clients want a human most. Your manager helps you choose a deposit method and size, verifies payout details before first use to prevent the most common error in withdrawals, explains any KYC/AML check that holds a request, and chases payment-provider traces when a stated timeline has passed. In short: for anything to do with deposits and withdrawals, from Interac e-Transfer timing to a stuck payout, your first message is to your manager.
Frequently asked questions
How soon does a manager contact me after registration?
Within 24 hours on business days, usually faster. The first call covers activation, identity verification, your questions and the setup conversation; nothing trades until your account is fully configured and you have approved it.
Is a manager assigned to complete beginners too?
Especially to beginners. New clients get the most from the manager relationship: plain-language walkthroughs, patient answers to basic questions, and a first configuration matched to inexperience rather than ambition. Support in French is available on request.
Can the manager help with platform settings I do not understand?
Yes, that is a core part of the role. From exposure limits to alert channels to reading your first monthly statement, your manager explains settings in plain language and reviews any change with you before it takes effect.
What about deposits and withdrawals?
Your manager walks you through your first deposit method by method, confirms payout details to avoid errors, tracks pending withdrawals on request and explains any check that holds one up. Payment questions never sit in a generic queue.
How do I reach support outside my manager's hours?
Email the support team during business hours, with response times usually under one business hour for operational questions. Anything urgent, especially suspected unauthorized access, is marked URGENT and escalated immediately.
Does the service cost extra?
No. A personal account manager is included in every plan, from Basic at C$350 upward, exactly like the platform's core automation. The difference between plans is thresholds and service level, not whether a human helps you.
Talk to a person before you decide anything
Register today and your first conversation happens within 24 hours: questions answered, setup explained, decisions left with you. From C$350, support included in every plan.