Pocket Option: TOP 10 questions we received from you in July
1. Is support service available on weekends?
- Yes, but in a limited mode (banks do not work and some non-trading operations are not processed).
2. Why do I need to go through verification?
- We request verification of the account holder in one form or another in accordance with the requirements of our financial regulator and the AML (anti-money laundering) and KYC (“know your customer”) policies.
3. What documents are required for verification?
- For identity verification we accept a photo/scan of a ID card, passport or driver’s license. To verify your address you can use a photo/scan of your utility bill, bank statement not older than 3 months, with your name and address. In addition, we can consider an address certificate, tax notice, or a certificate of income from an employer. Documents are uploaded to their respective sections of the profile: https://pocketoption.com/cabinet/profile/
4. What can I do if the chart is not loading (empty field)?
- First of all, test access from another device and network;
- Disable antivirus, firewall or vpn;
- Disable all browser extensions.
If that doesn’t help, reinstall your browser (new version of Firefox/Chrome).
5. I do not receive a code by SMS. What to do?
- If you are trying to verify your phone, you can skip this step, this is optional.
- To disable two-factor authentication on your account, you need to verify your identity. Please send a photo (selfie) with a document in hand and a piece of paper with the current date, “PocketOption.com” website and your signature. Sample photo: https://pocketoption.com/images/support/photo_id.jpg
If you cannot log into your account — send an email to support@pocketoption.com, otherwise create a support request: https://pocketoption.com/cabinet/support/
6. How can I get cashback?
- To do this, you need to buy and activate cashback in the market https://pocketoption.com/cabinet/profile/achievements/market/
Cashback is calculated in case the total amount of losses is greater than the gains for the previous month or since the date of activation. Cashback is added to your balance on the first day of every month automatically.
7. How quick do support specialists usually reply?
- We reply on a first come, first served basis. By creating duplicate requests or duplicating messages in the chat, you only increase the processing time. On average, support specialist responds from half an hour to several hours during business hours.
8. How can I open an account in EUR or another currency?
- The platform currency can be only US dollars, however, you can deposit and withdraw funds in local currency. Automatic conversion will be applied.
9. I can’t see a specific method on the deposit page?
- If you do not see a specific method on this page, it means that it is not available at the moment or is not supported in your region.
10. I have withdrawn money from the account, the operation status is “completed”, but the money has not arrived. What should I do?
- Transaction status “Completed” means that it has been processed on our part. After that, the operation is transferred for processing to the payment system. This process usually takes up to 48 hours. If you have not received funds at the end of the specified period — contact the support service https://pocketoption.com/cabinet/support/
