Multiple Communication Channels Available
Our company provides tailored customer support services focused on South African traders. We operate support channels aligned with South Africa’s time zone to ensure timely assistance. Users can connect through live chat, email, phone, or consult our detailed help section. Live chat delivers immediate feedback, while email handles in-depth queries. Phone support is available during extended business hours for direct communication.
Our multilingual team is trained in South African trading regulations and platform features. Response times vary by channel: instant on live chat, within 24 hours via email, and immediate during phone hours. We prioritize efficient, clear communication to resolve issues promptly.
| Contact Method | Response Time | Availability | Best For |
|---|---|---|---|
| Live Chat | Instant | 24/7 | Urgent queries |
| Email Support | 24 hours | Always | Detailed issues |
| Phone Support | Immediate | Business hours | Complex problems |
We provide multiple contact options to fit the trading needs and preferences of South African clients. Our support system ensures accessibility regardless of the issue type or urgency.
Live Chat Support Features
Accessing Live Chat Interface
South African users access live chat directly from the platform or website via a floating icon at the bottom-right. No additional downloads are required. Clicking the icon opens a chat window where users enter minimal identification details. The system automatically links your chat to your account and trading history.
The chat supports file attachments, allowing you to send screenshots or documents to clarify issues. Our agents can share step-by-step guides and visual aids during the conversation.
Chat Session Management
Each session generates a unique reference number for tracking. Transcripts are saved in your Client Portal for up to 12 months. Multiple simultaneous chats are possible, routed to appropriate specialists such as market analysts or IT experts. Multi-language support ensures clear communication.
- Unique reference numbers for follow-up
- Automatic transcript saving
- File and screenshot sharing
- Multi-language support
- Specialist routing by query type
Email Communication Procedures
Email support operates through dedicated South African addresses. When emailing, include your account number, full registered name, and detailed issue description. Attach screenshots or relevant files for clarity. Our team replies with comprehensive instructions and supplementary resources.
Email Response Protocols
Standard queries receive replies within 24 hours on business days. Complex cases may require additional time, with updates provided every 48 hours. Premium account holders benefit from priority responses within 12 hours and dedicated agents.
Specialized email departments handle compliance, technical support, and account management separately to expedite responses and improve accuracy.
Phone Support Services
South African Phone Numbers
We offer local South African phone lines to reduce call costs. Our multilingual call center operates during extended hours. Separate lines exist for account setup, technical help, and compliance. Agents access real-time account data to resolve issues efficiently.
Call Back Request System
Users can request scheduled callbacks through the Client Portal, selecting preferred times according to South African time zones. Confirmation and reminders are sent automatically. Rescheduling or cancellations are managed through the same portal.
| Phone Support Numbers | Purpose |
|---|---|
| +27 (general) | General Support |
| +27 (new accounts) | New Account Setup |
| +27 (technical) | Technical Issues |
| +27 (compliance) | Compliance Queries |
| +27 (VIP) | Premium Account Support |
Help Section Navigation
The help section contains categorized resources including trading tutorials, account setup guides, and troubleshooting tips. Search functionality recognizes South African trading terms and platform-specific features. Content updates regularly to reflect platform changes and user feedback.
FAQ Database Structure
The FAQ database addresses common questions about deposits, withdrawals, registration, and platform use. Answers include screenshots and clear instructions. Separate FAQ sections serve beginners, intermediate, and advanced users.
| Help Category | Content Type | Update Frequency | Access Level |
|---|---|---|---|
| Trading Guides | Step-by-step tutorials | Weekly | All users |
| Account Setup | Registration procedures | Monthly | New users |
| Platform Features | Feature explanations | Bi-weekly | All users |
| Troubleshooting | Problem solutions | As needed | All users |
Mobile App Support Integration
In-App Support Features
The Lirunex mobile app offers integrated support including live chat, ticket submission, and offline help documents. Push notifications alert users to responses and account updates. All desktop support features are available on mobile with adaptive design for various screen sizes.
Mobile-Specific Support Issues
Common mobile issues include app installation, login problems, and interface navigation. Our support team is proficient in iOS and Android platforms and guides users through diagnostics involving OS versions, storage, and network status.
- Integrated live chat and tickets
- Push notifications for alerts
- Offline help document access
- Screen sharing for technical help
- Support for iOS and Android devices
Account-Related Support Categories
Account support includes registration help, document verification, password resets, and profile changes. Different procedures apply depending on the request, with security checks mandatory for sensitive operations. South African identity documents are required for verification.
Verification Support Procedures
We assist with document submission by specifying acceptable formats and quality standards. Common issues like expired documents or unclear images receive tailored solutions. Alternative verification methods are available when standard documents cannot be provided.
| Support Category | Required Information | Processing Time | Security Level |
|---|---|---|---|
| New Registration | Identity documents | 24-48 hours | Standard |
| Account Verification | Additional documents | 48-72 hours | Enhanced |
| Password Reset | Email verification | Immediate | Standard |
| Profile Changes | Identity confirmation | 24 hours | Enhanced |
Technical Support Specializations
Technical support focuses on connectivity, software, and mobile app issues. Our team performs network diagnostics and verifies browser compatibility, covering Chrome, Firefox, Safari, and Edge. Mobile browser support includes iOS Safari and Android Chrome.
Platform performance problems are prioritized to reduce trading interruptions. Agents differentiate between systemic platform issues and individual account problems to apply the correct solutions.
Technical Support Areas
- Platform connectivity diagnostics
- Browser compatibility setup
- Mobile app troubleshooting
- Trading software configuration
- Network problem resolution
When South African clients need assistance, contacting us ensures swift resolution through local expertise and dedicated service channels. We are committed to supporting all aspects of your Lirunex trading experience.
❓ FAQ
How do I reach Lirunex support in South Africa?
You can contact us via live chat 24/7, email with a 24-hour response, or phone during business hours. Local phone numbers reduce call costs.
What documents are accepted for account verification?
South African ID books, smart ID cards, and passports are accepted. Clear, unexpired images are required.
Can I get support through the mobile app?
Yes, the app integrates live chat, ticket submission, and help documentation with push notifications for responses.
How do I schedule a callback?
Use the Client Portal to request a callback during South African business hours. Confirmations and reminders are sent automatically.
What browsers are compatible with the platform?
Recommended browsers include Chrome, Firefox, Safari, and Edge. Mobile support covers iOS Safari and Android Chrome.
