Never share passwords or API secrets.Trading involves risk

Continuing from

That specific section is not in this support bundle. Use the page navigation or browse the guide library to find another route.

Browse Help Center

SIMPLY-FX / SUPPORT & CONTACT

Let’s work it out.One clear step.

A question, an issue, or an idea. Tell us what’s happening.
We’ll help you find the right way forward.

Create a request Explore the Help Center

Account · Billing · API · Trading · Security

Know what to expect

Example schedule

12–24h

First response
on business days

Mon–Fri, 09:00–18:00Europe/Zurich

Reference response target and example hours. Not a live availability indicator or guaranteed SLA.

A structured requestThe details, all in one place.Prefer email?support@simply-fx.com Something suspicious?Protect access. Then report it.

Your support workspace

A clearer conversation starts here.

Interactive preview · nothing is sent

A draft is available in this tab.Restore it to continue. Attachments need to be selected again.

Your working copy

Not saved to storage

Your details stay in this page until you choose to save or send.

Support request

01 / Topic & priority

What can we help with?

Choose the closest match. We will suggest relevant help first; you can continue to a request at any point.

Category, requiredAccount & loginVerification, access & recoveryBilling & subscriptionInvoices & transaction referencesTrading & botsOrders, pairs & bot behaviourAPI & exchangeKeys, permissions & connectionBug & interfaceCharts, display & device issuesFeature requestIdeas for a better experienceSecurity concernSuspicious activity or access

Protect your account first. Change your password and revoke exchange API keys if you suspect unauthorized access. Then describe what you observed—without sharing secrets.

A useful check before you write

Choose a topic above to see matching answers and guides. You can contact support without completing any checklist.

Which best describes the issue?

I cannot sign in

Identify the blocked sign-in step. Password recovery and 2FA need different checks.

I forgot my password (or can’t log in). How do I recover my account?FAQ · Open the matching explanation.Log in (and what to expect with 2FA)Help Center · Open the matching explanation.

My verification email is missing

Check the mailbox first. If an email arrived but its link failed, mention that distinction in your request.

I didn’t receive the verification email. What now?FAQ · Open the matching explanation.Email verification troubleshootingHelp Center · Open the matching explanation.Verify your emailSetup · Work through this step.

I am stuck during signup

Use the field message to narrow the issue. A selection code is optional in the supplied guidance.

How do I create a Simply‑FX account?FAQ · Open the matching explanation.Create your Simply‑FX accountHelp Center · Open the matching explanation.Create your Simply‑FX accountSetup · Work through this step.

I need help with 2FA

First-time setup is different from lost access. For suspicious activity, choose Security concern immediately.

What is 2FA and how do I set it up?FAQ · Open the matching explanation.Forgot password / account recoveryHelp Center · Open the matching explanation.Set up two‑factor authentication (2FA)Setup · Work through this step.

Identity verification is blocking me

Check which service is requesting verification. Use only its official document upload flow, not ordinary support attachments.

Why do I need to provide a legal document?FAQ · Open the matching explanation.KYC / legal document verificationHelp Center · Open the matching explanation.KYC documentationSetup · Work through this step.

The optional phone step is blocking me

The supplied checklist marks phone verification optional. You can skip that checklist step without marking it complete.

Phone number verificationSetup · Work through this step.Setup checklist (end-to-end)Help Center · Open the matching explanation.

You do not need to read everything. Try the relevant guidance, then continue below if you are still blocked.

Which best describes the issue?

The connection fails or disconnects

Check permissions, key status and any IP restriction one at a time. Note whether it fails immediately or after working.

My API connection fails or disconnects. What should I check?FAQ · Open the matching explanation.API connection fails or disconnectsHelp Center · Open the matching explanation.Link your API keys to Simply‑FXSetup · Work through this step.

I am unsure about API permissions

Review key permissions on the exchange. Never enable withdrawals just to make a connection work.

How do I generate API keys, and what permissions should I enable?FAQ · Open the matching explanation.Generate API keys (permissions you should use)Help Center · Open the matching explanation.Generate API keys on BitfinexSetup · Work through this step.

I need help linking my keys

Creating a key does not connect it. Follow the linking sequence, then check the actual connection result.

How do I link my API keys to Simply‑FX?FAQ · Open the matching explanation.Link your API keys to Simply‑FXHelp Center · Open the matching explanation.Link your API keys to Simply‑FXSetup · Work through this step.

My exchange account is not ready

Review the exchange-side setup before generating or linking keys.

How do I create a Bitfinex account?FAQ · Open the matching explanation.Create a Bitfinex accountHelp Center · Open the matching explanation.Create your Bitfinex accountSetup · Work through this step.

You do not need to read everything. Try the relevant guidance, then continue below if you are still blocked.

Which best describes the issue?

My bot is connected but is not trading

Use the no-trades checklist. Do not raise exposure or remove safeguards simply to make a test trade happen.

My bot isn’t trading. What are the most common causes?FAQ · Open the matching explanation.Bot isn’t trading (most common causes)Help Center · Open the matching explanation.API connection fails or disconnectsHelp Center · Open the matching explanation.

I need help configuring a bot

Review configuration separately from connection errors and set limits before proceeding.

How do I set up a trading bot safely?FAQ · Open the matching explanation.Set up a trading bot safelyHelp Center · Open the matching explanation.Risk controls you should setHelp Center · Open the matching explanation.

I do not understand a risk setting

Check the label and scope of the setting. These guides do not change your trading configuration.

What risk controls can I set?FAQ · Open the matching explanation.Risk controls you should setHelp Center · Open the matching explanation.

You do not need to read everything. Try the relevant guidance, then continue below if you are still blocked.

Which best describes the issue?

A page or chart is not working

Note the exact view, device, browser and time. An empty value, a zero and a stale value are different symptoms.

Where to see metricsHelp Center · Open the matching explanation.What is the Engine page and what does it show?FAQ · Open the matching explanation.Contact support (fastest path)Help Center · Open the matching explanation.

The figures do not match

Compare the same pair, period and result type before reporting a discrepancy.

How are fees, slippage, and P&L calculated?FAQ · Open the matching explanation.Where to see metricsHelp Center · Open the matching explanation.Backtest vs live: what’s the difference?FAQ · Open the matching explanation.

A preference control is not working

Describe the affected control without sharing cookie values, tokens or browser-storage contents.

What cookies do you use, and can I change preferences?FAQ · Open the matching explanation.Cookies & preferencesHelp Center · Open the matching explanation.

You do not need to read everything. Try the relevant guidance, then continue below if you are still blocked.

Which best describes the issue?

I have a pricing question

Use the platform pricing description for subscription questions and the fees answer for exchange execution costs.

Is Simply‑FX free to use? Do you charge subscriptions?FAQ · Open the matching explanation.Is Simply‑FX free to use?Help Center · Open the matching explanation.How are fees, slippage, and P&L calculated?FAQ · Open the matching explanation.

I need help with a specific charge

The previews cannot inspect transactions or verify a charge. Include its date and reference, but never payment credentials. You can continue directly to the request.

Contact support (fastest path)Help Center · Open the matching explanation.Is Simply‑FX free to use? Do you charge subscriptions?FAQ · Open the matching explanation.

You do not need to read everything. Try the relevant guidance, then continue below if you are still blocked.

Which best describes the issue?

I have an idea or a product question

No troubleshooting checklist is required. Describe the task you are trying to complete, the obstacle and the outcome that would help.

Contact support (fastest path)Help Center · Open the matching explanation.How do I contact support, and what info should I include?FAQ · Open the matching explanation.

You do not need to read everything. Try the relevant guidance, then continue below if you are still blocked.

Which best describes the issue?

I suspect unauthorized access

Protect access first using the response guide. Do not wait to complete routine self-help. Continue directly to a Security request, without sending any credentials.

Suspect unauthorized accessHelp Center · Open the matching explanation.I suspect unauthorized access. What should I do right now?FAQ · Open the matching explanation.

You do not need to read everything. Try the relevant guidance, then continue below if you are still blocked.

How urgent is it?

LowNormalHighCritical

Normal is a good starting point for a support request.

Priority communicates urgency; it does not guarantee a response time.

Choose a topic to get started.

02 / The details

Help us understand.

What happened, what you expected, and a little context.

Your help context · optional

Opened guides are not proof of trying a fix. Only checks you explicitly selected are listed as tried. Nothing is added to your message until you choose it.

Pages and guides opened

Checks you marked as tried

Preview the text to add

Return to my starting point

Please check the highlighted fields.

Your message has not been sent.

Reply email Required

Where we can reply to this request.

Subject Required

For example: Bot did not place orders on BTC/USD.

Message 0 / 2000

Keep passwords, private keys and API secrets out of your message.

Device & browser Optional

Helps us reproduce the issue.

Trading pair Optional

Relevant to trading or exchange issues.

Attachments

Optional · redacted only

Drop screenshots or logs here.

PNG, JPG, WebP, PDF, TXT or LOG

Up to 5 files · 10 MB each · 25 MB combined. Files are not saved in drafts.

03 / Review & send

One last look.

Check the details and make sure nothing sensitive is included.

Category—

PriorityNormal

Reply to—

Your subject

Your message

Device & browser: Not provided
Pair: Not provided
Attachments: None

Check screenshots and logs too. Never send passwords, API secrets, private keys or recovery codes.

I agree that Simply-FX may use the provided information to respond to this request.

We could not confirm submission.

Your draft is still here. Try again or use email support.

No ticket service is connected in this preview. Nothing will be sent.

Preview complete

Your request is ready.

This was a preview. No ticket was created and nothing was sent. Your details are still available.

Ticket reference

Keep a copy. Or use email.

You can download the request text or open your email app. Attachments must be added separately in your email app.

Open email app

A little guidance

The right details.
Less back and forth.

Choose a topic and we’ll show the most useful details to include.

Describe what you observed. Do not attach passwords, recovery codes, private keys or API secrets.

Open the matching FAQ

Full step-by-step helpSuspect unauthorized access

Another way to reach us

support@simply-fx.com

Use email if the ticket form is unavailable. Redact logs before sharing.

A record of the conversation

Your support requests.

Keep track of replies and the next action when ticket history is connected.

Ticket history is not connected.

This preview does not load account data. It won’t invent tickets, reference numbers or status updates.

OpenA request is in progress.

Waiting on youYour reply is needed.

ClosedThe request is resolved.

Helpful before you reach out

A few details go a long way.

Your next step, the right channel, and what to keep private.

What should I include?

Describe what happened and what you expected. Include the approximate time, error message and your device and browser.

For trading issues, add the pair, exchange and bot mode. Screenshots or logs can help—redact secrets first.

I cannot log in.

Check that your email is verified and use the password reset flow.

My bot is not trading.

Verify the exchange connection, API permissions and minimum order size. Include the pair and approximate time in your request.

Charts are not loading.

Try refreshing, checking aggressive blockers, or using another browser. Include your device and browser if the issue continues.

Billing or invoice questions?

Add your invoice ID or transaction reference to the message so the request has the relevant context.

Security disclosure

Some things never belong in a ticket.

Passwords, full private keys, API secrets and recovery codes. Remove them from messages, screenshots and logs.

Email support

Prefer another channel?

support@simply-fx.com

Incidents & maintenance

No status-page destination was configured for this preview. Service health is not being checked here.

Open the status pageIncidents & maintenance

Contact support by email.

The interactive request editor needs JavaScript. You can still contact support@simply-fx.com. Include what happened, what you expected, the time and your device/browser. Never include passwords or API secrets.

SIMPLY-FX / A CLEARER WAY FORWARD.

Setup FAQ Help Center

Help, without losing your place

A little more clarity.

Help Center / Reference guide

Forgot password / account recovery

Overview

Use the password reset page and enter your email.

Check the reset process

The system doesn’t reveal whether an email is registered (privacy & security).
Reset links expire automatically for safety.
Once used, a link can’t be reused.

Full guide

Reference content: January 2026. Your draft stays in the form while you read.

Help Center / Reference guide

Contact support (fastest path)

Overview

The recommended path is opening a support ticket so your request gets routed correctly.

What to include

Example first-reply target: 12–24h (business days). Timezone: Europe/Zurich.
Include: what happened, what you expected, pair/exchange, time, errors, and device/browser.
Do not paste secrets: API secrets, passwords, private keys.

Full guide

Reference content: January 2026. Your draft stays in the form while you read.

Help Center / Reference guide

Bot isn’t trading (most common causes)

Possible causes

Exchange connection: API key connected and not revoked.
Permissions: trade permission enabled; withdrawals disabled.
Minimum order size: some pairs require a minimum notional size.
Risk limits too tight: allocation/per-trade too small to place orders.
Pair selection: confirm the pair is supported and active.

If you open a ticket, include the pair and the time window where you expected trades.

Full guide

Reference content: January 2026. Your draft stays in the form while you read.

Help Center / Reference guide

API connection fails or disconnects

Overview

Before opening a ticket, run this first-pass checklist:

Check the connection

Permissions: trade access enabled; withdrawals disabled.
IP restriction: if enabled on the exchange, confirm the allowed IP is correct.
Key rotation: confirm the key hasn’t been revoked or regenerated.
Time & region: check device clock/timezone if requests rely on timestamps.
Try another browser: aggressive blockers can break dashboards.

If it still fails, include exchange name, pair, approximate time, and any error message (redact secrets).

Full guide

Reference content: January 2026. Your draft stays in the form while you read.

Help Center / Reference guide

Suspect unauthorized access

Response steps

Change your password immediately.
Revoke API keys on your exchange (and in Simply‑FX if applicable).
Enable/restore 2FA and secure recovery codes.
Open a Security support ticket and describe what you observed.

Full guide

Reference content: January 2026. Your draft stays in the form while you read.

Help Center / Quick guide

Create your Simply‑FX account

Go to the signup page and fill out the form. The current rules shown on the signup screen are:

Username: 5–12 characters and must include A‑Z, a‑z and 0‑9.
Password: minimum 7 characters and must include A‑Z, a‑z, 0‑9 and a symbol.
Citizenship: select your country.
Selection Code (optional): only if you received one.
Tick the checkbox to agree to the Simply‑FX Privacy Policy, then submit.

After signup, verify your email to unlock the dashboard.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Email verification troubleshooting

If you don’t see the verification email, try these steps in order:

Check Spam/Junk and “Promotions”.
Search your mailbox for “Simply‑FX” or “verify”.
Wait a few minutes — some providers delay first-time emails.
If you used the wrong address, create a new account with the correct email.

If you still can’t verify, open a support ticket and include the email address you signed up with (never include passwords).

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Setup checklist (end-to-end)

The Setup page lists a simple onboarding sequence. In order:

Create your Simply‑FX account
Verify your email
Set up two‑factor authentication (2FA)
Phone number verification
KYC documentation
Create your Bitfinex account
Generate API keys on Bitfinex
Link your API keys to Simply‑FX

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Is Simply‑FX free to use?

Simply‑FX is described as free to use with no subscriptions, and you keep control of your exchange account and capital.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Log in (and what to expect with 2FA)

If your account uses 2FA, you’ll be prompted for the code from your 2FA device.
If you’re locked out, use the password reset flow instead of retrying repeatedly.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

2FA basics (recommended)

2FA adds a second proof (a rotating code) on top of your password. If someone steals your password, 2FA can still block access.

Prefer an authenticator app over SMS when possible.
Store backup / recovery codes somewhere offline.
If you suspect account access issues, change password + open a security ticket.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

KYC / legal document verification

Some onboarding flows require KYC (Know Your Customer) verification. This typically involves uploading a government‑issued ID.

It helps prevent fraud and supports compliance requirements.
Only submit documents through the official in‑app flow.
Check the privacy policy for how personal data is handled.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Create a Bitfinex account

Simply‑FX’s setup flow references Bitfinex as the exchange connection.

Create your Bitfinex account and secure it (2FA recommended).
Complete the exchange’s identity / verification steps if required.
Once ready, generate API keys for trading automation.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Generate API keys (permissions you should use)

Generate API keys inside your exchange’s API settings, then connect them to Simply‑FX.

Use the minimum permissions required: typically Read + Trade.
Do not enable withdrawals on keys used for bots.
If available, restrict the key by IP and enable only needed endpoints.
Store keys securely and rotate them periodically.

If you need support, never paste API secrets in tickets. Redact sensitive parts of logs.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Link your API keys to Simply‑FX

After creating your exchange keys, add them in Simply‑FX to enable trading activities.

Open the exchange connection section in the dashboard / setup flow.
Paste the API key and secret (and passphrase if your exchange uses one).
Confirm the connection succeeds before enabling live trading.

If you see permission errors, re-check the exchange API permissions (trade allowed, withdrawals disabled).

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Set up a trading bot safely

The fastest way to avoid “avoidable losses” is to start conservative and validate your setup before scaling.

Connect the exchange and verify API permissions.
Select pair(s) and a strategy that fits your risk tolerance.
Set hard risk limits (allocation, per‑trade size, max loss).
Monitor performance and logs before increasing exposure.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Risk controls you should set

Common risk controls in Simply‑FX style setups include:

Capital allocation: how much capital is allocated to the bot.
Amount per trade: how much of allocated capital is used per trade.
Profit target + maximum loss: thresholds that define outcomes.
Pair selection: choose which market(s) the bot trades.

If nothing triggers, your limits may be too tight (e.g., per‑trade too small for min order size).

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Where to see metrics

Overview: quick instrument cluster (PnL, drawdown, exposure, fees).
Portfolio: concentration and equity story at a glance.
Analytics: deeper breakdowns (distribution, execution costs, pair leaderboard).
Market: pair context and depth/pulse style view.

Tip: keep backtest/simulated results clearly separated from live execution performance.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Backtest vs live performance

Backtests show how a strategy behaved on historical data. Live performance reflects real execution conditions like fees, slippage, and latency.

Backtests help you understand behavior and tune risk settings.
Live results are the only true measure of execution + real-world costs.
A transparent platform keeps them clearly separated.

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Disclaimer (not financial advice)

Simply‑FX is an informational platform and does not provide financial, investment, legal, or tax advice.

Trading involves significant risk and may result in partial or total loss.
Past performance is not indicative of future results.
The disclaimer notes the website is not intended for residents or citizens of the United States (or any jurisdiction where use is contrary to local laws).

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Help Center / Quick guide

Cookies & preferences

Simply‑FX uses cookies for core functionality and (optionally) analytics/marketing. Your selection is stored locally and you can update it any time.

Necessary: authentication/security and saving your consent choice.
Performance: optional analytics/measurement (only if enabled).
Marketing: optional targeting/ads (may not be used at all times).

Open the full guide

An extract from the supplied Help Center. Your request stays in this editor while you read.

Find the right topic

Where can we help?

Search support topics

No matching topic. Try “login”, “API” or “billing”.

↑ ↓ Navigate · Enter Choose · Esc Close7 topics

Your draft