Complaints
ZeroTrade complaints and issue handling
A customer should know how to raise a problem and what information is needed without exposing secrets or live account credentials.
Do Not Send Secrets
Never send wallet seed phrases, broker passwords, full API secrets, or unrestricted credentials in complaint notes, screenshots, emails, chat, or support messages.
Start with the order or account
If the issue is about payment, delivery, activation, downloads, hosted access, or a license, recover the order first. If the issue is about a logged-in account, use the account dashboard context.
Include enough detail
Include order id, payment reference, account email, affected domain, date, screenshots if safe, and a short description of what went wrong. Never send provider passwords or seed phrases.
Initial review
The issue should be reviewed against the order ledger, account record, release status, audit events, and relevant service logs where available.
Resolution path
Depending on the issue, resolution may include account correction, delivery retry, access reset, documentation help, refund review, security action, or a clear explanation that the issue is outside the product boundary.
Regulatory or privacy concerns
UK data-protection complaints can be raised with the ICO if a customer believes privacy rights were not handled correctly. Financial-promotion concerns can be checked against FCA guidance.