OGuard

Help

Support is available 24/7

This page works whether or not you can sign in. It covers how to reach a person, what is actually happening behind the six problems that come up most often, and how to escalate if an answer does not resolve things.

How to reach us

Support channels
Email — support@oguard.ioUse the address registered on your account so we can identify youAny time, any device, signed in or not
In-app support inboxThe chat widget does not render on small screens — use email from a phoneSigned-in customers, on desktop
Coverage24 hours a day, 7 days a week
Who you are dealing withThe operator of the OGuard platform, referred to as OGuard throughoutOGuard Financial Services Corporation

Support is staffed around the clock. We do not publish a guaranteed response time, because we would rather not print a number we cannot hold to — see the complaint stages below for the timeframes we do commit to. Anything involving money in or out is prioritised.

How to make your first message a fast one

Send the email address on your account, what you expected to happen, what happened instead, and the time it happened. For anything involving a transfer, include the amount and the transaction hash. That is usually the difference between one reply and five.

What support will never ask you for

Nobody at OGuard needs your password or your codes

We will never ask for your password, an authenticator code, a recovery code, or a one-time code sent to your email — not by email, not in chat, not on the phone. Anyone asking for those is not us.

We will never ask you to send funds to an address to “verify” or “release” your account, and we will never contact you first to offer a trade, a recovery service or a bonus.

Common problems

My deposit has not arrived

You sent USDT and your balance has not moved yet.

A deposit lands in two stages. First the transfer has to confirm on the TRON network and be picked up by our watcher, which scans your deposit address roughly once a minute. Then it has to be credited to your account, which an administrator does by hand — deposits are not credited automatically.

A transfer under 1 USDT is treated as dust and is not credited. Zero-value transfers — a common form of address-spoofing spam — are ignored entirely. The minimum you can submit as a deposit request is 10 USDT, and the maximum per request is 50,000 USDT.

  1. Check the transaction on a TRON block explorer and confirm it shows as successful, to the exact address shown on your Deposit tab.
  2. Confirm the asset is USDT and the network is TRON (TRC-20). Nothing else is monitored.
  3. Allow a few minutes after confirmation for the watcher to record it, then time for an administrator to credit it.
  4. If it is still missing, message support with the transaction hash and the amount.

I sent the wrong asset, or used the wrong network

Read this before you send anything, not after.

OGuard monitors one thing: USDT on the TRON (TRC-20) network, arriving at the deposit address issued to you. Nothing else is watched, detected, or credited.

USDT sent on a different network — Ethereum, BNB Chain, Solana or any other — will not appear, and neither will a different token sent on TRON. Deposit addresses are chain-specific, and there is no mechanism inside the platform to see or recover a transfer that arrived somewhere we are not looking.

We say this plainly rather than softening it: in most of these cases the funds cannot be recovered. Contact support with the transaction hash anyway — we will tell you honestly whether anything can be done, and we will not string you along if it cannot.

My withdrawal is still pending

You confirmed a withdrawal and it has not been paid yet.

Withdrawals are deliberately not instant. After you confirm the one-time code, the request is created and the amount is held against your balance. An administrator then reviews and approves it. Only after that approval does the payment get built, signed and broadcast on chain. Automatic payouts are switched off, so a human step is always involved.

In the app we tell you to expect this to complete within roughly 24 to 48 working hours. Only one withdrawal can be in flight per account at a time, so a second request will be refused until the first settles.

If a payment fails on chain, it does not silently disappear: it is flagged, administrators are alerted, and it is completed manually.

  1. Check the funding history on your Wallet page — the request and its current status are listed there.
  2. If you no longer want it, cancel the pending request; that releases the hold and lets you submit a new one.
  3. If it has been longer than two working days with no status change, message support with the request date and amount.

I cannot sign in

Your password is refused, or the sign-in page keeps rejecting you.

Repeated wrong passwords arm a temporary lock. It starts at about thirty seconds and doubles with each further wrong attempt, up to a maximum of one hour. The lock is scoped to the device attempting it, so waiting it out — or signing in from another device you own — will clear it. Nobody else can lock you out by guessing at your email address.

A "Continue with Google" account has no password at all: if you signed up that way, use the Google button rather than the password form.

Sign-in is also protected by a Cloudflare challenge. A blocked script, a privacy extension or a heavily filtered network can stop that challenge loading, which looks like the button doing nothing. Try a different browser or network before assuming your account is at fault.

If your account is still awaiting approval, or has been declined or suspended, sign-in will not work regardless of your password. Support can tell you which of those applies.

  1. Wait a few minutes and try again, or try from another device.
  2. Use "Forgot password" to set a new one — it works even while a lockout is running.
  3. If a temporary password was emailed to you, it must be changed on first sign-in. Use the most recent email — issuing a new one stops the previous temporary password working.
  4. Still stuck: email support from the address on the account.

I lost my two-factor device

Your authenticator app is gone and you cannot produce a code.

When you enrolled an authenticator, you were shown ten single-use recovery codes. Any one of them works in place of an authenticator code, both at sign-in and when disabling two-factor. Check where you saved them first.

If the recovery codes are gone too, there is no self-service reset — by design, since a self-service path around two-factor would defeat it. An administrator can disable two-factor on your account. Doing so also signs out every existing session, so you will sign in fresh afterwards and should re-enrol immediately.

Note that this affects withdrawals as well: every withdrawal requires a one-time code. With no authenticator enrolled, that code is emailed to your verified address instead, so access to your email becomes the thing protecting your money. Secure it accordingly.

  1. Look for your ten recovery codes.
  2. If you cannot find them, email support from the address registered on the account and ask for two-factor to be reset.
  3. Expect to be asked questions that establish you are the account holder. We will not reset two-factor on a request from an address we cannot tie to the account.
  4. Re-enrol an authenticator as soon as you are back in, and store the new recovery codes somewhere other than your phone.

My account is suspended

You are signed out and cannot get back in.

Suspension revokes every active session immediately and blocks sign-in. Your account, balances and history are not deleted — access is withheld.

Only an administrator can suspend or restore an account. It is not automatic and it is not triggered by a failed sign-in, which produces a temporary lockout instead.

We will tell you what to do to have it reviewed. If you have a balance, say so explicitly in your first message so it is handled as part of the review.

  1. Email support from the address registered on the account and ask for the reason and what is needed to lift it.
  2. Do not open a second account. It will not restore your access and it complicates the review.

Complaints and escalation

If something has gone wrong and the answer you got did not fix it, say so explicitly — call it a complaint. It changes how the message is handled.

Stage 1 — raise it

Message the support inbox or email support@oguard.io with the word "complaint" and what went wrong. You will be given a reference and we will quote it in every reply.

Acknowledged within 1 working day

Stage 2 — escalate

If the answer does not resolve it, reply asking for escalation. It is reviewed by someone who was not involved in the original handling.

Substantive response within 5 working days

Stage 3 — final response

A written final response setting out our position, what we found, and any remedy offered.

Within 15 working days of the escalation

Working days mean Monday to Friday. If we are going to miss one of these, we will tell you before the deadline rather than after it, and say why.

There is no external body to escalate to

OGuard is not licensed or regulated by any financial authority, so there is no regulator, ombudsman or compensation scheme you can take a complaint to if our final response does not satisfy you. We would rather you knew that up front than discovered it at stage three.

Any rights you have under the law of the country you live in are unaffected by anything on this page.

Before you deposit

Two documents are worth reading in full rather than skimming: Trust & security sets out who holds the keys and what your balance legally is, and Fees sets out every charge that reaches your balance.

Already signed in? The support inbox keeps your conversation history against your account. Otherwise, email support@oguard.io and we will pick it up from there.

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