Duotide customer support

Channels that usually exist

• In-platform chat: usually the fastest, and it is logged in your account;
• Support email: best for issues that need attachments, such as documents;
• Help center: answers the most common questions with no waiting;
• Phone: uncommon at offshore brokers, and rarely available in Portuguese or other local languages.

Before opening a ticket

Having the following ready makes the resolution much faster:

1. The exact email you registered with;
2. The date, time and amount of the trade or transaction in question;
3. Screenshots showing the problem;
4. What you have already tried (clearing the cache, another browser, another device);
5. The ticket number, if there has already been a previous support request about the same case.

Test support before depositing

A simple and underrated tactic: open a ticket with any question before putting money in. Measure how long it took them to reply and whether the answer was generic or specific. Support that takes days to answer an easy question will take longer when the subject is your withdrawal.

If customer support does not solve it

• Escalate within the platform itself, asking for a supervisor to review the case;
• File a complaint on consumidor.gov.br and on Reclame Aqui (Brazilian consumer complaint platforms), or with the consumer protection bodies in your country;
• Keep the full history — ticket numbers, screenshots and dates;
• For significant amounts, seek legal advice;
• Never agree to pay a fee to "release" a withdrawal: no legitimate broker does that.