Monaxa's support is a contact service handled by live chat and email (support@monaxa.com). The official site says live chat is staffed 24 hours, 5 days a week.
Monaxa support channels: chat or email
| Channel | Details | Best for |
|---|---|---|
| Live chat | Staff said to respond 24 hours, 5 days a week | Urgent deposits, withdrawals and login |
| support@monaxa.com | When you need to attach documents such as a transfer record | |
| Inquiry form | Said to be answered within 48 hours | Non-urgent questions |
| Phone | Number in the footer; not stated whether for support | Check before using |
※ Detailed hours are not stated on the official site. The page says live chat is '24 hours, 5 days' but the dedicated team is 'Monday to Friday'. The official wording for live chat is '24/5'.
The official support page also explains that if you reach the account limit, you can contact support by email or a help desk ticket.
Is Japanese supported? Checking languages
- A Japanese-language site and live chat are provided.
- The languages supported by support staff are not stated on the official site.
- Check whether Japanese works with your first message.
- For email, write the key points briefly in Japanese or English.
If you are not understood, send your account number and the situation as a bullet list. It is easier to follow.
What to prepare before you contact support
| Case | What to prepare |
|---|---|
| Deposit not showing | Account number, deposit method, date, time and amount, transfer record, TxID for crypto |
| Withdrawal stalled | Account number, withdrawal ID, request date, time and amount, withdrawal method |
| Bonus not credited | Account number, type of account you deposited into, deposit date, time and amount |
| Cannot log in | Account number, the platform you use, the error message |
| Verification stalled | Registered email address, date and time of your request |
※ In every case, give your registered email address and trading account number. Never write your password.
How to proceed, and cautions
- 01Check the situation in the portal
Look at the 'Funds' menu and your document status first. You can skip the points you can fix yourself.
- 02Gather the details in one place
Line up the date, time, amount, account number and images so that one message is enough.
- 03Contact support by live chat or email
Use chat when it is urgent and email when you have documents. While you wait for a reply, do not send the same message repeatedly.
If someone on social media or email claims to be official, check the official domain before replying. Do not respond to requests for your password or a crypto transfer.
Conditions change by account, country of residence and time, so the official information shown during registration takes priority.