Get quick answers to the most common questions about accounts, deposits, withdrawals, trading, security, and support. Can't find what you need? Open a support request and our team will help.

Account basics

How do I get an account?

Fireblock is invitation-only. Ask your account manager for an invitation key, then enter it on the sign-up page. You will choose an email and password, and after your account is created you can complete identity verification for the Verified badge.

I lost my password. What do I do?

Use the account recovery page to request a reset, or contact support with the email and phone number on your account so we can verify you safely. We will never ask for your password or your private keys.

Is Fireblock safe?

We follow strict security practices: encrypted sessions, session monitoring, immutable ledger records, role-based access controls, and an audit trail for every significant account change.

Deposits and withdrawals

How do deposits work?

Submit a deposit request with the amount and network, upload your transfer evidence, and our operations team will review and confirm it. Once confirmed, it is credited to your account and recorded on the ledger.

Why is my deposit pending?

Deposits are reviewed to prevent fraud and comply with regulations. Most are confirmed quickly. If something needs attention, our team will contact you at the email and phone number on your account.

Why can't I withdraw?

Withdrawals may require identity verification first, and can be temporarily restricted for your account's safety. Check your account status or contact support to resolve the restriction faster.

Trading

How do orders fill?

Choose an asset and a side. A market order fills immediately at the live provider price. A limit, stop-loss or stop-limit rests in the order book and fills when the live price reaches your trigger. The amount is committed when you place the order and returned in full if you cancel it before it fills, and the fee is shown before you confirm.

How are my balances calculated?

Balances are always derived from your immutable ledger - they are never overwritten. Every deposit, withdrawal, trade, swap, and adjustment adds an entry, and your balance is the sum of those entries.

What fees apply?

Fees are shown clearly before you confirm any transaction and are never hidden inside your profit and loss. The exact fee depends on the asset class and flow you are using.

Security

Do you store my private keys or seed phrase?

Never. No system on our side can read your private keys or seed phrases. If anyone asks for them, they are not us - contact support immediately.

What should I do if I see unusual activity?

Notify support immediately and review your recent sessions. You can also review account status changes, which are always recorded and audited.

Why is verification required?

Identity verification helps us keep the platform safe and comply with regulation. Submit the requested documents and our team will review them, typically within a business day.

Support

How do I contact support?

Open a request from the Contact Support page with your email, phone number, and a description of the issue. Your request gets a reference ID and goes straight to the admin team, who follow up at the details you provide.

How fast do you respond?

We aim to respond within one business day. Urgent account-security issues are prioritized.