Complaints & Support
Support channels, complaint submission, investigation timelines and escalation expectations.
Clients should contact support through the official Elefin website, client portal or verified email address. The official support email is support@elefin.com.
Partners and prospective IBs should use the official partnership contact channel. Official partners email is partners@elefin.com.
Submit a complaint to the official complaints email or portal with your account or partner ID, a clear description of the issue, relevant dates, trade or transaction IDs and supporting evidence such as screenshots or statements.
Include account number, symbol, order number, position direction, lot size, open and close times, requested and executed prices, screenshots, MT5 journal entries and a clear explanation of what you believe went wrong.
Include account number, payment method, amount, currency, date and time, transaction reference, wallet address or UPI reference where applicable, screenshots and any message received from the payment provider.
Elefin complaint materials set a target acknowledgement timeline of within 2 business days. If the issue is urgent, clients should still provide complete evidence to avoid delays in investigation.
Elefin aims to provide a substantive complaint response within 24 hours. If more time is needed, the complainant should be informed of the reason and expected timeline.
Unresolved complaints may be escalated internally and, where applicable, to a relevant regulator or dispute-resolution body. The escalation route depends on the final Elefin entity, licence status and applicable legal framework.
No. Genuine complaints should be handled fairly and without detriment to the complainant. Elefin should record complaints and outcomes to improve service quality and internal controls.
No. Support can help with platform access, account issues, documents, payments and general information, but it cannot advise whether to buy, sell, hold or close a trade.
Contact Elefin support immediately through official channels and provide screenshots, phone numbers, emails, wallet addresses, website links or social media handles involved. Do not send funds or credentials to suspected impersonators.
Change your password immediately, secure your email account, disconnect from suspicious devices if possible and contact support. Provide details of any suspicious login, transaction or order activity.
Support cannot normally cancel or reverse valid market trades simply because the market moved against you. Trade reviews may be conducted where there is evidence of platform error, manifest error or other issue covered by Elefin policies.
Support can review the status of your withdrawal and confirm whether any information is missing. However, security review, payment-provider processing, blockchain confirmation and compliance checks cannot always be bypassed.
Evidence helps the support team verify what happened, identify the account or transaction and escalate the issue to the correct department. Clear screenshots and complete information usually reduce resolution time.
