Individual service
Help that fits your goals and your pace.
Personal support from the first day
Create your free account
An account manager will call you within 24 hours.
By creating an account, you agree to our Privacy Policy and Terms of Use.
Every new Dromela user is paired with a real account manager. They call after you register, help you set the platform up and stay available while you use it. You are never left to work things out alone.
- A named person
- Every day
- Email and callback
What personal support is
Personal support means that one person is responsible for helping you. You have their name, you can reach them, and they know where you are in the setup. It is a different experience from a ticket queue where each message is answered by someone new.
The relationship begins with a first call, usually within 24 hours of registering. In that call your manager listens to what you want, explains what the platform can and cannot do, and agrees the next step with you. If you would rather think it over, they will leave it there, and you can come back whenever you are ready.
The account manager is a guide, not a trader. They explain how the platform works, help you choose settings, point you to the right page and make sure that you understand the risks and fees before you commit anything.
Activation help
A person beside you while you set up.
Fast answers
Email replies usually within one working hour.
Personal information
Explanations tailored to your questions.
Why a person makes a difference
Three moments where having a name to call matters most.
At the start
Verification, security and your first connection are the steps where people get stuck. A manager can see where you are and tell you precisely what is missing, instead of leaving you with a general guide.
When the market moves
A sharp move in prices raises questions. Your manager cannot predict the market, but they can explain what your settings will do and how to pause if you want to.
When you want your money
Withdrawals involve verification and bank timings. A person who understands the process can tell you what is happening and what to expect.
What support will not do
Your manager will not tell you to deposit more, will not promise a result and will not ask for your password, two-factor codes or exchange secret keys. If anyone claiming to be from Dromela does any of those things, end the conversation and report it using the fraud warning page.
Managers also do not give personal financial or tax advice. They can explain how the platform works, but whether it is right for your situation is a decision that is yours, ideally with an independent adviser if the amount is significant to you.
Our standards for calls
Calls are for your benefit. You can end one at any time, ask for a written summary by email and request that a different manager takes over. If a call falls short of what you expect, tell us through the complaints procedure, and we will look into it.
What your manager can help with
| Topic | How they help |
|---|---|
| Account activation | Walk through verification, security settings and the first deposit. |
| First steps | Explain the dashboard, reports and what each setting does. |
| The platform and simulator | Show how the calculator and strategies work, and what the figures mean. |
| Deposits and withdrawals | Explain methods, fees and expected timings, and check on a pending request. |
| Updating details | Change your contact information and keep your verification current. |
| Features and settings | Answer questions about alerts, limits and strategies. |
Who it is for
Beginners benefit most, because the first weeks are when most questions come up. Experienced users value having a person who can resolve a problem quickly and who knows the account history. If you prefer to talk to a person rather than read documentation, this service was built for you.
How the service works
Register
Fill in the form.
Contact
Your manager calls you.
Activate
Set up the account together.
Ongoing help
Come back whenever you need.
Support channels and hours
- Personal managerCallback from your manager, every day, 24 hours.
- Email[email protected], replies usually within one working hour.
- Help centreGuides, FAQ and the getting started guide.
- OfficeMonday to Friday, 9:00 to 17:30 AEST (excluding public holidays)
Support covers questions about deposits, withdrawals, setup and how the platform works. For complaints, see the complaints procedure.
Deposits, withdrawals and help along the way
Money questions are the most common reason people contact support, and they are usually quick to settle. Managers can explain which methods are available in Australia, what each one costs from our side, which is nothing, and how long it normally takes. If a request is waiting for a check, they can tell you which document or step is outstanding.
They can also explain your statements, so that the figures on your dashboard and in your bank account can be matched without guessing. This is helpful at tax time, and for anyone who likes to keep careful records.
Support in plain English
We write and speak without jargon. If a manager uses a term you do not recognise, ask, and they will explain it. Nobody is expected to know what a spread or a drawdown is on day one, and asking is the quickest way to learn.
Managers are trained in the platform, in our fee structure and in the policies on this site, and they work from the same documents that you can read. That means the answer you receive on the phone should match the answer on the page, and if it does not, you should tell us so that we can correct it.
You can also choose how we keep in touch. Some people like a weekly call, others prefer a short email when something changes. Tell your manager what suits you, and they will note it on your account so that the whole team follows it.
Frequently asked questions
How do I reach my account manager?
After you register, your manager calls you, usually within 24 hours, and gives you a direct contact. You can also use email or the contact form at any time.
Is support suitable for complete beginners?
Yes. Beginners are the people we built it for. Your manager explains terms in plain English and never expects prior knowledge.
Can my manager trade for me?
No. Your manager explains and assists, but decisions about your money remain with you. They can help you configure settings that you choose.
Can you help with deposits and withdrawals?
Yes. Managers explain the available methods, fees and timings, and can tell you what is outstanding if a request seems slow.
What are the support channels?
Phone callback from your manager, email, the contact form and the help centre of guides and FAQ.
What are the support hours?
Account managers and callback requests are handled every day, 24 hours a day. The Canberra office is open Monday to Friday, 9:00 to 17:30 AEST.
Speak to a specialist
Register and your manager will phone you to answer your first questions.