Personal support, an advisor with your name on file
From the first verification call onwards, every Inves 21 account has a person attached to it. This page explains what the support layer includes, what your advisor actually helps with, how the service runs, and what good support sounds like when you need it.
By creating an account, you agree to our Privacy Policy and Terms of Use.
1. What personal support is
Personal support means individual accompaniment for your account: a named advisor from the verification call, a support desk behind them, and written answers whenever the question deserves a record. It is not a premium add-on; it is the standard operating model, because automated investing without a human in the loop tends to fail its users precisely at the moments that matter.
The advisor's role sits deliberately between two stools. They are not a voice reading a script, and they are not a discretionary trader deciding your fate: they are the person who translates between you and the engine, records your scope and limits, and keeps both honest over the life of the account.
2. What you get
Individual service
A named advisor who knows your configuration and your history, not a new voice re-reading your file at every contact.
Help with activation
Verification, profile, scope, and limits walked through step by step, before any funding decision is made.
Fast answers
Chat answered usually under 5 minutes on chat, one business hour by email, and a written reply from the desk for anything that needs a record.
Information tailored to you
Statements explained against your actual positions and settings, not a generic FAQ pointed at your question.
Continuity
The same advisor across months and years, so reviews build on the last conversation instead of starting over.
3. What the advisor helps with
- Account activation: verification steps, document questions, and getting the basics right the first time.
- First steps: the settings walkthrough, the alerts configuration, and reading your first statement together.
- Using the platform and its tools: dashboard, reports, and what each figure actually means.
- Deposits and withdrawals: choosing a rail, timing a request, and understanding limits and checks.
- Updating your details and limits as life changes: new bank details, new risk appetite, narrower or wider scope.
- Questions about functions, fees, statements, and anything on this site that deserves a human explanation.
4. Who it suits
It suits beginners who want a person to ask rather than a forum to search, and experienced investors who want the operational burden handled while they keep the decisions. It is also the right service for anyone whose main worry is not the market but the mechanics, because most early losses of confidence come from feeling lost in a system, not from the system failing.
It does not suit people seeking discretionary management, where someone else decides and you simply receive outcomes. Your advisor facilitates, explains, and records; the decisions and the risk remain yours by design.
5. How the service works, in four steps
Register
The form creates your record; no payment, no commitment, and nothing to configure alone.
Advisor contact
Within 24 hours your advisor calls to verify details, understand your situation, and answer questions in both directions.
Activation
Verification completed, scope and limits agreed in writing, funding walked through when and if you choose.
Ongoing support
Reviews at your rhythm, help when anything changes, and the desk behind your advisor whenever you need it.
6. Channels, three of them
Email is the record: [email protected] for questions, documents, and anything that should exist in writing, answered usually under 5 minutes on chat, one business hour by email. The advisor call is the conversation: scheduled reviews and the moments a topic deserves a voice rather than a thread. The help resources are the shelf: the getting started guide, the FAQ, and the documents section, written so most questions are answered before you need to ask them.
Each channel has its role, and the choice is not a hierarchy. Using the guide first is not cheaper in any way that matters, and calling your advisor first is never an imposition; the only rule of thumb is that disputes, complaints, and anything about money movement belong in email, where the record protects you.
One channel is deliberately absent: we do not offer inbound trading advice on social media or messaging apps, and anyone offering it there in our name is not us, per the fraud warning.
7. Hours
The desk runs Monday to Friday, 8:30 to 17:30 SAST (excluding public holidays), with advisor callbacks booked inside the South African working day and early-evening slots for clients who cannot take calls at work. The engine, of course, keeps its own hours and watches the markets overnight and on weekends; support covers the human questions, the machine covers the market.
8. Deposits, withdrawals, and support limits
Your advisor helps with funding and withdrawals in the practical sense: choosing between Ozow instant EFT, cards, and wallets, timing a withdrawal against the processing windows, understanding the limits tied to your tier and verification level, and resolving the ordinary frictions of names, references, and bank details. Deposits into your Ozow-linked bank account normally clear within minutes; withdrawals follow the published withdrawal policy timelines.
What support will never do is process a payment because someone asked urgently by phone, confirm a change of destination without its security period, or bypass a verification check under any pressure whatsoever. These refusals protect you specifically, and an advisor who sounds unhelpful while enforcing one is doing the job correctly. Any request that insists otherwise belongs in the fraud warning's three checks.
9. What good support sounds like
A good support interaction has a recognisable shape. Your question is answered directly, first, before any context. Where numbers are involved, they are your numbers, not illustrative ones. If the honest answer is a limitation, you hear the limitation, because "the engine can pause for days in extreme volatility" said up front is worth more than a reassurance that turns out to be false. And anything consequential ends with a written confirmation, so the record matches the conversation.
Bad support, the kind this service exists to prevent, sounds like an answer that arrives two days late, explains a policy instead of your situation, promises what cannot be promised, or asks for your password "to speed things up". If you ever receive that from this platform, it belongs in a complaint, and complaints are handled as described on the Complaints page.
Questions below arrive weekly; anything else goes to [email protected] in writing.
10. Frequently asked questions
Within 24 hours of registering, on business days. The call verifies your details and covers your questions; funding is discussed only afterwards, when and if you choose.
Yes, on every tier. A first-time investor is the primary user of this service, and the advisor's job includes explaining anything on this site in plainer words than the page manages.
Your advisor explains how the engine works, what the settings do, and what the risks are, and records the scope and limits you choose. They do not give discretionary directions or manage the account's decisions for you.
Status questions are usually answered within one business hour during support hours, with the request reference quoted. The payout itself follows the published timelines on the methods page.
Email [email protected] for anything that deserves a record, or raise it directly with your named advisor. The desk answers Monday to Friday, 8:30 to 17:30 SAST (excluding public holidays).
The desk behind them covers leave and illness, with your account record carrying your configuration and history, so continuity of service does not depend on one person's calendar.
Prefer to start with a conversation? Register and the first one is scheduled automatically, before any money moves. Start with the form beside this text.