Personal support from day one

What personal support is

It is Groman Pro's individual support service: a person assigned to your account who knows your setup, your risk profile and your query history. Instead of explaining your case to a different agent on every call, you always speak with someone who already knows who you are and how you trade.

The personal manager is your entry point for every kind of question: activation, strategy setup, deposits, withdrawals and reports. If your case needs another team (for example, identity verification or a formal complaint), they route it and tell you what to expect and when.

The advantages of the service

• Individual attention: your case does not enter a generic queue; it is handled by someone who already knows your account.
• Help with activation: identity verification and the first deposit happen with company, without confusing paperwork.
• Fast answers: usual wait time under five minutes during service hours.
• Information tailored to you: the manager adapts explanations to your level: no jargon if you are starting, fine detail if you already trade.
• Continuous support: the service does not end with the first deposit; it stays available for the life of your account.

What your manager can help with

• Account activation and identity verification, step by step.
• First steps on the platform: dashboard, reports and basic configuration.
• Using the simulator and reviewing strategies before activating them with real money.
• Deposit and withdrawal information: methods, timelines and limits in your account's currency.
• Updating your contact details and reviewing your account security.
• Questions about specific features, alerts and risk limits.

Who this service is for

For beginners who want to learn with a person beside them instead of manuals and videos. For experienced investors who prefer resolving issues with a call rather than anonymous tickets. And for anyone who values always dealing with the same contact, in their language and on their hours.

How the service works

1. Registration. You create your account and leave your contact details.
2. First contact. Your manager calls within the next 24 hours to introduce themselves and understand your goals.
3. Guided activation. Identity verification, first deposit and initial setup, together and at your pace.
4. Continuous support. You stay in contact by phone, chat and email for the life of your account.

Available communication channels

Service hours

The team serves Monday to Friday 9:00–20:00 Eastern Time. Requests received outside hours are handled at the start of the next business day, and urgent security incidents (such as freezing an account after unauthorized access) are managed immediately by email at any time.

Deposits, withdrawals and support

The manager explains deposit and withdrawal methods in your account's currency (Interac e-Transfer, cards and bank wire in Canada; SPEI, Visa, Mastercard and Mercado Pago in Mexico), the real timelines of each, and the applicable limits. If a withdrawal takes longer than expected, they are your first call: they check the status with you and, where applicable, escalate the case to the payments team with a case number. The full conditions are in the withdrawal policy.

How to make the most of your first call

The first call with your manager lasts fifteen to thirty minutes, and it goes better if you arrive prepared. Come with three clear answers: how much you are willing to deposit to start (no exaggerating: the amount whose loss would not cost you sleep), how much time you can give the platform each week, and what you hope to get (complementary income, learning the market, putting idle savings to work: each answer leads to a different configuration).

Also write down every question you have, even the ones that sound basic: that is what the call is for. A good manager prefers twenty questions today over a confused user trading tomorrow. And at the end, ask for what was agreed in writing: the platform plans are standard, but your initial configuration and follow-up plan are yours, and having them documented prevents future misunderstandings.

Our service commitments

• Answering within the promised hours, with a usual wait time under five minutes.
• Assigning a manager identified by name, not a rotating agent number.
• Explaining every feature before you use it for the first time, in clear language without jargon.
• Escalating security and payment cases without bureaucracy when appropriate.
• Never pressuring you to deposit more than you planned or to trade in a hurry.

Personal support FAQ