How Support Works
How our support team operates — response time guarantees, supported languages, available channels, what information to include in your request, and escalation procedures for urgent issues.
Overview
Getting help when you need it is a key part of a good trading experience. Our support team is structured to provide fast, helpful, and multilingual assistance. Whether you have a question about rules, need help with a payment, or are experiencing a technical issue, we aim to resolve your request as quickly as possible. This article explains how support works so you know exactly what to expect when you reach out.
Support Team Structure
The support team is organized into two tiers. Tier 1 handles general inquiries — rule questions, platform navigation, payout status, and common technical issues. Tier 2 handles complex cases — payment discrepancies, account disputes, and technical escalations. Most inquiries are resolved at Tier 1. Cases that require deeper investigation or system access are escalated to Tier 2. This structure ensures that straightforward questions are answered quickly while complex issues receive the attention they require.
Submit Request
Send an email or fill out the contact form with your question or issue.
Tier 1 Review
A support agent reviews your request and provides an initial response or solution.
Resolved or Escalated
If the issue is resolved, you receive confirmation. If not, it is escalated to Tier 2.
Tier 2 Investigation
A senior team member investigates the issue, which may involve system checks or payment provider coordination.
Final Resolution
You receive a detailed response with the resolution or next steps.
Response Times
We guarantee response times based on when your request is submitted:
- Standard Response: First response within 5 minutes — 24 hours a day, 7 days a week.
- Complex Issues: Issues requiring investigation are acknowledged within 5 minutes with a detailed resolution following as soon as the investigation is complete.
- Urgent Issues: Payment failures, account access problems, and other time-sensitive issues are instantly prioritized.
These are maximum response times — in practice, most requests receive a reply within 1-2 minutes. We track response times and resolution rates to ensure our team meets these standards consistently.
Always Available
Our AI-assisted support operates 24/7. Whether you submit a request at 3 AM or 3 PM, you can expect a response within 5 minutes. A human team member follows up as needed.
Supported Languages
Our support team can assist you in three languages:
- English: Primary support language, available during all hours.
- Arabic: Arabic-language support is available during business hours.
- French: French-language support is available during business hours.
If you submit a request in one of these languages, a native-speaking agent will handle your case. Requests in other languages may require translation tools, which can increase response time. We recommend using English for the fastest response if you are comfortable doing so.
Available Channels
You can reach the support team through two channels:
- Email: Send your inquiry to support@albatrixfunded.com. This is the primary support channel and is monitored during all business hours.
- Contact Form: Available on the Albatrix Funded website. Submitting through the contact form automatically includes your account information, which helps us respond faster.
Both channels enter the same ticket queue. Using the contact form is recommended because it pre-populates your account details and ensures we have all the information needed to process your request.
What to Include in Your Request
To help us resolve your issue as quickly as possible, include the following information in every support request:
- Account email: The email address associated with your Albatrix Funded account.
- Account ID: Your account or challenge ID, which can be found in your dashboard.
- Transaction ID (TXID): If your issue is payment-related, include the blockchain TXID.
- Clear description: Explain what happened, what you expected to happen, and any steps you have already taken.
- Screenshots: If relevant, include screenshots showing the issue.
Requests that include this information are typically resolved in half the time of requests that require follow-up questions to gather basic details.
Escalation Process
If your issue is not resolved within the expected response time, or if you believe it requires urgent attention, you can request escalation. Reply to your support ticket and request escalation to a senior team member. Escalated cases are reviewed within minutes. The escalation process is intended for genuine urgent issues — we ask that you use it responsibly so that the team can focus on time-sensitive cases.