Personal help from the moment you register
Every new Luminvestry account is paired with a real person before a penny moves. This page explains what personal support means here, what your manager can help with, how the service works day to day, and how to reach a human whenever you need one.
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A personal manager will call you within 24 hours.
What personal support is on this platform
Personal support means individual accompaniment: a named manager who sets up your account with you, knows your goals and your risk tolerance, and stays your point of contact for the life of the account. It is not a premium tier perk at Luminvestry; it is how every account begins, from the first £200 deposit upward, because a platform for people without trading experience only works if a person comes with it.
Your manager is the translator between machinery and you. The engine produces findings; your manager turns them into plain sentences, sets the dials to match what you described, and answers the questions you would otherwise be embarrassed to ask a search engine.
What this way of working gives you
Individual service
Your manager knows your setup, your history and your preferences. Explanations arrive sized to you, not to a demographic.
Help with activation
Verification, two-factor authentication, the exchange connection and the first deposit: each is completed together on a call rather than left to a help article.
Fast answers
Questions to your manager or the desk are answered within one working hour on weekdays, usually sooner, and always in the context of your account.
Information personalised to you
Weekly summaries note what your strategy did and why; periodic reviews look at whether the setup still matches the life you are living.
Support that continues
The relationship does not end at activation. Withdrawals, updates, changes of circumstances and second opinions are all part of the same arrangement.
What your manager can help with
In practical terms, nearly everything on the account: activating the account and completing verification; the first steps in the platform, from dashboard to alerts; using the strategy simulator to see how a setup would have behaved historically; deposits and withdrawals, including which method suits your banking; updating your details when you move house or change name; and every question about how a feature works or what a report line means.
What your manager will not do is pressure you. Decisions about how much to deposit, when to pause and when to withdraw are yours; the manager's job is to make sure they are informed ones, which is a different activity from persuasion.
Who this service suits
Beginners, obviously: anyone who wants their first trading account configured by someone patient rather than assembled from forum posts. But equally experienced users who simply prefer a person to a ticket queue, and busy people who want one familiar voice rather than a new agent every call. If you have ever abandoned a financial product because support treated you like a case number, this is the product page for you.
How the service works, in four steps
Register
Complete the form here. Within 24 hours your manager calls the number you gave and introduces themselves properly.
First call
Identity verified, two-factor authentication switched on, goals and risk tolerance discussed, and the account shaped to match.
Activation
Deposit and exchange connection completed together, strategy explained clause by clause, alerts set to your preference.
Ongoing support
Weekly summaries, periodic reviews, and a direct line for anything that comes up. The same name, for as long as you use the account.
Every way to reach us
| Channel | Best for | Response |
|---|---|---|
| Personal manager | Anything about your own account, settings or strategy | Direct; call-backs usually same working day |
| Questions, documents, anything you want in writing | Within one working hour during support hours | |
| Call-back request | When a conversation beats a message | Queue wait usually under 5 minutes |
| Help pages | Answers at your own pace, any hour | Immediate: the guides and FAQ on this site |
Working hours
The support desk and your manager are available Monday to Friday, 9:00–17:30 (UK time), excluding UK public holidays. Email sent outside those hours is answered first thing the next working day, and security emergencies are the one exception: reports of suspected unauthorised access are monitored continuously, and the account-freeze mechanism does not wait for morning.
For planning purposes, the quietest times to reach a human quickly are mid-morning and mid-afternoon on ordinary weekdays; Mondays and the first hour after opening are naturally busier. A call-back request left at a busy moment keeps its place in the queue, and the wait to speak to someone is usually under 5 minutes at most times of day.
Help with money movement
Deposits and withdrawals are where most questions live, and your manager handles all of them: which method suits you, where a pending withdrawal currently sits, why a first withdrawal needs completed verification, and how limits work. The methods page lists every option with its processing time, and the withdrawal policy explains the conditions in full; your manager walks you through whichever part matters to your situation.
A quiet word about boundaries, because trust needs them: your manager will never ask for your password, a one-time code or remote access to your device, and will never tell you that a deposit must be made urgently to keep an account or an offer. Those behaviours belong to fraudsters, not to us, and the fraud warning page lists every check that proves a caller is genuine.
Questions about the people behind the platform
When will my manager first contact me?
Within 24 hours of your registration, on the phone number you provided, during reasonable UK hours. The call is scheduled around you, and if you miss it, your manager will try again and follow up by email.
Is a manager included for beginners?
It is included for everyone, from day one and from the first pound. Individual accompaniment is the standard service here, not a paid tier; tiers change attentiveness levels, never whether you get a person.
What if my question is about the platform rather than my account?
Ask your manager anyway: platform questions in the context of your account are exactly what they are for. The help pages and the FAQ answer the same material at your own pace for the hours when nobody is on the phone.
Can my manager help with deposits and withdrawals?
Yes, end to end: choosing a method, completing a first deposit, tracking a pending withdrawal and explaining any check that has held one. Money always moves between your own verified accounts, and your manager can explain every step.
How do I reach someone outside support hours?
Email anytime and it is answered first thing the next working day. For suspected security problems, email marked urgent is monitored continuously, and the account can be frozen from your side at any hour from the security settings.
What if I would rather change managers?
You can ask, without giving a reason, by writing to [email protected]. The handover includes a summary of your setup so you are not asked to start over, and the change is usually made within one working day.
Talk to a person before you decide anything
Register on this page and your manager will call within 24 hours. The first conversation costs you nothing and commits you to nothing except knowing exactly what you would be signing up for.
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