How to contact ONYX Futures support, expected response time, and the mandatory step to contact support before any billing dispute. Applies firm-wide to both product families (standard tracks and Express to Live).
How to Reach Us
Channel | Detail |
Live chat | Chat icon in the bottom corner of any page on the dashboard or website (onyx-futures.com). |
Response time | Within one business day. |
Applies to | Both families: standard tracks (Sapphire/Ruby, Flex/Flex Funded, Gold/Platinum, plus coming-soon Diamond) and Express to Live (Ruby-X, Platinum-X). Same support contact for all. |
Before You Reach Out
Check the Help Center first: most questions about rules, payouts, and account setup are answered in the articles. Rules and pricing that differ by product family live in separate articles.
Topic | Where to look / what to include |
Express to Live details (Ruby-X, Platinum-X) | |
Billing and payment questions | See Billing & Payments. |
Pricing (account, reset, activation costs) | Pricing is not listed in the Help Center. See onyx-futures.com. |
When contacting support | State your account family and type (for example, standard Flex 100K, or Express to Live Ruby-X $2,000), the account/email on file, and the specific issue. |
Billing Disputes
Firm-wide rule (applies to both families): if you have a billing concern, you must contact ONYX Futures support before starting a chargeback with your bank or before opening a PayPal dispute. A chargeback or PayPal dispute opened without contacting support first is a violation of the terms and results in a permanent account ban. Details: Billing & Payments.
Item | Value |
Required first step | Contact [email protected] before any chargeback or PayPal dispute. |
Consequence of skipping this step | Permanent account ban. |
Standard tracks billing model | One-time fee via PayPal, no subscription. Non-refundable after credentials are issued. (Sapphire has a free-upfront activation option; Flex and Gold have no activation fee.) |
Express to Live billing model | Buy one evaluation; activation fee is $0. Same "contact support before disputing" rule applies. |
Do Not Conflate (support routing)
Dimension | Standard tracks | Express to Live (Ruby-X / Platinum-X) |
Program status | Evaluation and funded (simulated) live now; Diamond live stage is coming soon. | Live now. Program name is always "Express to Live," never "ETL." |
Account identifier a customer gives support | Balance size ($25K to $200K) plus track (for example Gold 100K). | Drawdown/risk size ($1,000 to $3,000) plus track (for example Platinum-X $2,000). |
Funded environment | Funded accounts (Ruby, Flex Funded, Platinum) are simulated. | The Express LIVE account trades real live capital; its evaluation and buffer are simulated. |
Payouts | Weekly, keep up to 100%. | Daily on the live account, keep 85%. |
Billing/dispute rule | Identical for both: one contact channel ([email protected]), one business day response, contact support before any dispute, chargeback-without-contact = permanent ban. | Identical for both: one contact channel ([email protected]), one business day response, contact support before any dispute, chargeback-without-contact = permanent ban. |