Help center
Answers to common questions about your account, your cases and withdrawals.
Getting started
How do I create an account?
Choose Create account, enter your name, your email address and a password of at least 12 characters, then open the link we email you to confirm your address.
Why do I need to confirm my email address?
Withdrawals and bank accounts need a confirmed address, so alerts about your account reach you. You can look around the portal before you confirm it.
Do I pay anything to use the portal?
You never pay money into this portal: there are no deposits and no card payments. If a fee applies to your case, it shows up as its own entry in your account history, with a description.
Cases
Which documents do I need to submit a case?
A photo of the front and back of a government ID, and a proof of address. Each file can be a JPG, PNG or PDF, up to 10 MB.
What do the case statuses mean?
Open the Cases page and scroll to "What each status means". It lists every status in plain words.
Can I change a case after I submit it?
You can edit a case while it's a draft, and when we've asked you for more information. After you submit it, it's locked while our team reviews it.
Money and withdrawals
Where does my balance come from?
It's worked out from the entries on your account: everything credited minus everything debited. Entries can't be edited. A correction is a new entry that you can see in your statement.
How do I request a withdrawal?
On your dashboard, choose Request withdrawal. You need a confirmed email address, available funds and a bank account our team has checked. The amount is set aside as soon as you ask, and you can cancel while the request is still pending.
How long does a withdrawal take?
It depends on our review and on your bank, so we can't promise a time. The status of every request is always on your dashboard, and we email you when it changes.
Why can't I use a new bank account straight away?
Our team checks every new bank account first. Depending on our settings, a new account may also have a short waiting period before it can receive money. Your dashboard shows the date when that applies.
How do I get a statement?
On your dashboard, choose Download statement, pick a period and wait until it shows as Ready. It's a PDF.
Security and your account
How do I turn on two-step verification?
Go to Account, then Sign-in. Scan the code with an authenticator app, enter the 6-digit code it shows, and keep your recovery codes somewhere safe.
I lost access to my authenticator app.
Sign in with one of the recovery codes you saved when you turned two-step verification on. If you no longer have them, send us a message from Support and tell us what happened.
How do I change my email address?
Go to Account, then Email address. We send a link to the new address and tell your current one. Nothing changes until you open the link.
Will your staff ever ask for my password?
No. We never ask for your password or a two-step code, in a message, on a call or in an email. If someone does, don't share it, and sign out your other devices from your Account page.
How do I contact support?
Log in and open Support to send us a message. We reply there and by email.
Still need help?
Send a message to our support team. We reply in the portal and by email.