Doc 09 · Operational bible · Required reading

Support team operational handbook.

Everything your support agents need to handle 10X Trader clients with confidence, triage matrix, top FAQs, escalation tree, response templates, red flags, and SLAs. Read it once. Reference it daily.

Required reading Read time: 25 minutes Update cycle: quarterly · or on policy change
01 · Triage matrix, three tiers, three responses

Every inbound message falls into one of three tiers. Knowing which tier you're in within the first 30 seconds is the difference between a 2-minute fix and a 2-hour back-and-forth.

Tier 01 · Self-serve

Point & resolve.

Agent action: link to doc
  • How do I deposit / withdraw?
  • Where do I see my balance?
  • How do I open a new 10X account?
  • How do I subscribe to a strategy?
  • How do I pause copying?
  • Where do I see open trades?
  • How do I download my history?
  • Reset my password
SLA< 2 min
Tier 02 · Support handles

Diagnose & resolve.

Agent action: investigate + fix
  • Withdrawal pending > SLA
  • Deposit not visible after confirmation
  • offers not appearing
  • Copy trades not executing on my account
  • Wrong performance fee calculation
  • IB rebate not showing on ledger
  • KYC document re-submission
  • Account name spelling mismatch
SLA< 4 hours
Tier 03 · Escalate

Hand to 10X.

Agent action: route & track
  • Sanctions / regional compliance flag
  • Suspected unauthorized access / fraud
  • Chargeback or dispute opened
  • Account locked / disabled
  • P&L dispute against the platform
  • Bonus terms dispute
  • Withdrawal > $10,000 USD on new account
  • Legal letter / regulator inquiry
SLASame day route

When in doubt, escalate. A T2 issue mis-handled becomes a T3 escalation with damaged client trust. A T3 routed in 5 minutes is forgettable.

02 · Top FAQs, questions that come in every day

Five categories. Twenty-plus questions. If your agent has internalized this page, they handle 70% of inbound volume without leaving the chat window. Tap any question to expand.

Account & KYC5 questions
How long does KYC take?
Most KYC reviews complete within 24–48 hours after all documents are submitted. Government photo ID + proof of address dated within 90 days are mandatory.
What proof of address counts?
Utility bill, bank statement, government tax letter, or signed lease, all dated within 90 days, showing the client's full name and residential address. Phone bills are accepted; mobile contracts are not.
My KYC was rejected, why?
Top reasons: document expired, photo unclear, name mismatch between ID and account, address on document doesn't match account. The rejection email lists the exact reason, re-upload and resubmit.
Can I trade before KYC clears?
Yes, funded accounts can trade with limited withdrawal access. Full KYC unlocks withdrawals and higher deposit limits.
I changed countries, what now?
Open a support ticket. Compliance reviews regulatory eligibility in the new jurisdiction before updating the account. Don't promise a timeline.
Deposits & Funding4 questions
My deposit hasn't arrived, what's going on?
Check: (1) payment method confirmation, (2) deposit method matches a verified one on file, (3) any compliance hold message in the dashboard. Crypto deposits need network confirmations (typically 3–30 min depending on chain).
Can I deposit from someone else's account?
No. Third-party deposits are blocked by AML rules. Funds must come from a payment instrument in the account holder's own name.
What's the minimum deposit?
Standard account: $500. PAMM investor: depends on the manager's offer minimum. Institutional: bespoke.
Are deposit fees charged?
10X charges no deposit fees on any method. Third-party processors (banks, card networks) may apply their own fees on the client side.
Trading & Strategy4 questions
Why aren't copy trades executing?
Common causes: insufficient free margin on copier account, instrument not enabled on copier account type, leverage mismatch, copy subscription paused. Check the copier dashboard "Status" panel.
Can I unsubscribe / stop copying mid-trade?
Yes. Stopping closes the open copied trades at market, client should be aware of P&L impact. Pausing keeps existing trades but blocks new ones from copying.
Why is my PAMM equity different from the manager's?
PAMM allocates trades proportionally to each investor's equity at trade open. Differences in entry timing, deposits, withdrawals, and pending fees create proportional, not identical, performance.
How is leverage set?
Default 25:1 per account type. Some institutional and verified clients can request higher leverage subject to risk team approval.
Withdrawals & Fees4 questions
When will my withdrawal arrive?
See doc 08. Crypto < 4h, e-wallet same day, card 1–3 days, wire 2–5 days. All times start from approval, not submission.
Why was a performance fee taken?
PAMM and copy trading deduct performance fees at trading-interval rollover, based on net new profit. Refer client to the offer terms screen on their dashboard for the exact %.
Perofrmance Fees are charged per the last working day of the month
Can I withdraw to a different method than I deposited?
Original method must be refunded first (anti-money-laundering rule). Only profit beyond the original deposit can be sent to a different method.
My IB rebate didn't post, why?
Rebates accrue daily and settle daily - can be some delays due to checks on amounts over $2000. "Missing rebate" tickets are almost always early. Escalate if reports are not matching volume traded.
Platform & Access3 questions
I can't log in, locked out
Trigger password reset email first. If 2FA is the issue, run the account-recovery flow, never bypass 2FA over chat.
The dashboard shows wrong data
Hard refresh, log out + in, clear cache. If still wrong, screenshot + timestamp + account number, then escalate.
Mobile app crash or freeze
Confirm OS version, app version. Reinstall fixes 90% of these. Persistent issues, log to engineering with reproduction steps.
03 · Escalation tree, who handles what

The decision tree your agents follow on every inbound. Start at the top, answer one question at a time, land at a clear owner with a clear SLA.

Inbound client message

Greeting + CU number

Is it about money movement?

Deposit · withdrawal · fee · rebate

YES, withdrawal stuck < SLA?

You handle. Use Doc 08 page 6 diagnostic. Resolve or escalate after 30 min of investigation.

YES, fee question or rebate timing?

You handle. Doc 08 has the mechanics. Show the client the dashboard explanation.

YES, > $10k new account or dispute?

Route to 10X Finance immediately. Do not approve. Do not promise.

Is it about access or compliance?

Locked out · KYC · regulator · fraud

Login / 2FA / password

You handle via standard recovery flow. Never bypass 2FA over chat.

KYC re-submission

You handle. Send checklist. Update once docs are in.

Suspected fraud, regulator letter, or sanctions

Route to 10X Compliance. Lock chat, no further commitments.

04 · Response templates, tuned for trust

Copy / paste / personalize. Each template is field-tested for clarity, accountability, and brevity. Replace italicized placeholders with the client's actual details.

T-01 · Withdrawal in reviewUse when withdrawal pending > SLA

Hi [name], thanks for flagging. Your withdrawal of [$ amount] via [method] is currently in review. The most common reason at this stage is [KYC re-check / method match / available balance]. I'm checking on my side and will get back to you within [SLA]. In the meantime, can you confirm [the deposit method you originally used]?

T-02 · KYC checklistAfter a rejection

Hi [name], your KYC needs a quick fix. Please resubmit with: (1) a clear photo of your [ID type], all four corners visible, no glare; (2) a proof of address dated in the last 90 days, utility bill, bank statement, or signed lease showing your full name and address. Both as PDF or JPG, under 10MB each. Review takes 24–48h once received.

T-03 · Copy trades not executingDiagnostic opener

Hi [name], let's get this fixed. Can you check three things in your dashboard: (1) free margin available on the copier account, (2) the subscription status (Active vs Paused), (3) any blocked instruments listed. Send me a screenshot of your "Copy Status" panel and I'll diagnose from there.

T-04 · Performance fee explanation"Why was I charged?"

Hi [name], the fee you're seeing is the performance fee on your [PAMM / copy trading] position. It's calculated at the close of each trading interval ([daily/weekly/monthly]) on net new profit only, meaning you're never charged twice on the same gain. The exact % is set in your offer's "Performance Fees" section. Want me to pull it up for you?

T-05 · IB rebate timingBefore the 5th of month

Hi [name], IB rebates accrue daily and settle daily. You can see live accrual in your MV dashboard under "" If this is still missing after 3 days of [working week], ping me back and I'll dig into the ledger directly.

T-06 · Escalation acknowledgmentRouting a T3 issue

Hi [name], I've routed this to our specialist team at 10X. You'll hear back from them directly within [same business day / 24 hours]. I'm tagging this ticket so I can follow up if you don't hear back. Reference: [ticket ID].

05 · Red flags, when to stop and route

These are the eight signals where the right action is "stop responding, route to 10X Compliance, no further commitments." Misreading any of them is the fastest way to a regulatory headache.

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"My account was accessed without me"

Treat as fraud claim immediately. Lock the chat. Do not run password reset, do not approve anything. Route to compliance.

!

Chargeback or dispute language

"I've contacted my bank / card issuer / regulator", any mention of an external dispute. Stop. Escalate. Don't argue the dispute over chat.

!

Sanctions or regional restriction

System flag, country change, or any compliance message. Don't promise resolution. Compliance owns these.

!

Legal letter / regulator inquiry

"My lawyer / the regulator…", route to 10X Legal immediately. No further substantive replies.

!

Threats or extreme distress

Threats of self-harm, threats against staff, threats of public exposure. Acknowledge, log, escalate. Do not engage emotionally.

!

Repeated small withdrawals to crypto

Pattern: micro-withdrawals to fresh wallets, especially after a deposit. Compliance flag, escalate even if each is below limits.

!

P&L dispute against the platform

"Your prices were wrong" / "trade was closed without my approval." Pull trade logs, route to risk team. Don't credit anything from chat.

!

Identity / KYC inconsistency

ID name differs from registered name, address changes mid-flow, document quality looks doctored. Stop KYC, route to compliance.

06 · SLAs & shift handoff
Shift handoff · End of shift

What goes in the handoff note

  • All T3 escalations routed (with timestamps)
  • Clients told "we'll get back to you", name + topic
  • Any platform issues observed during shift
  • VIP / IB / institutional client touches
Shift handoff · Start of shift

First 10 minutes

  • Read previous shift's handoff note
  • Check 10X ops channel for overnight policy changes
  • Confirm platform status (no outages)
  • Go through 10X - Partner Team chats via Slack
07 · Quick reference, pin this to your wall

The cheat sheet. One page, every shortcut your team needs. Print it. Pin it. Reference it 100 times a day.

Tier identification

Decide in 30 seconds

  • T1 generic how-to → link to doc
  • T2 diagnose & resolve → investigate
  • T3 compliance / money > $10k / fraud → route
Response SLA

Speed standards

  • First response: < 90 seconds
  • T1 resolve: < 2 min
  • T2 resolve: < 4 hours
  • T3 acknowledge: < 1 hour
Top 5 inbound topics

What you'll see most

  • "Where's my withdrawal?"
  • "Why was a fee taken?"
  • "Copy trades aren't executing"
  • "KYC was rejected"
  • "My IB rebate hasn't appeared"
Stop & escalate triggers

Never handle alone

  • "Unauthorized access" / fraud
  • Chargeback / dispute / regulator
  • Sanctions / regional flag
  • Withdrawal > $10k on new account
  • Threats or extreme distress
Doc links · Use these

Where the answers live

Tone of voice · Always

How we speak

  • Clear > clever, no jargon unless client used it first
  • Own the issue, "I'll check on my side" not "the system"
  • Time-box every promise, "within X" always
  • Never speculate on compliance / regulatory matters

This is the book your team lives in

Reference it in real time while chatting with clients, that's its job. Spot a gap? Escalate to your 10X account contact and we'll update it.

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