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Dealmaker Support

Updated over 3 weeks ago

How to Contact DealMaker Support

At DealMaker, we're here to help you navigate the investment process—but it's important to understand who we are and what we do before reaching out. This helps ensure your questions are directed to the right place and answered as quickly as possible. We do not offer phone support.

🧭 What We Can Help With

DealMaker is a technology platform that powers online capital raising. In many offerings, we may also act as the Transfer Agent or provide technical support during the investment process.

We can assist you with:

  • Trouble logging into your investment portal

  • Issues uploading documents or verifying your identity (KYC/AML)

  • Technical support with forms, payments, or e-signatures

  • Understanding general platform features and where to find information

⚠️ What We Cannot Assist With

We are not the issuing company or the broker-dealer for most offerings on the platform. This means:

  • We cannot provide investment advice or share offering-specific updates

  • We do not manage the company’s investor relations team

  • We do not determine when shares or confirmations are issued- DealMaker does not track gains or changes in the value of your investment over time. Contact the issuer directly for such updates.

  • Your DealMaker dashboard only displays the original investment amount and does not reflect performance updates.

📝 If your question is about the status of your investment, shares, or company updates, please reach out to the issuer directly using the contact details provided in your investment portal or confirmation email.This also applies to questions regarding the current performance or value of your investment, as DealMaker does not provide tracking for these details.

🔍 Start with Self-Service

Most questions can be answered quickly using our Help Center, which includes step-by-step guides and explanations for investors:

👉 Browse Support Articles

Common topics include:

  • Completing your investment

  • Uploading documents

  • Understanding AML/KYC

  • Verifying accredited investor status

  • Tax documents (W-9s, K-1s, etc.)

🧾 Investor Support Responsibility Matrix

Topic / Question

DealMaker Support

Issuer (the company you're investing in)

Broker-Dealer

Transfer Agent

Help logging into portal

✅ Yes

❌ No

❌ No

❌ No

Form or document upload issues

✅ Yes

❌ No

❌ No

❌ No

KYC/AML verification help

✅ Yes

❌ No

❌ No

✅ Sometimes (if we’re acting as Transfer Agent)

Trouble completing payment

✅ Yes

❌ No

❌ No

❌ No

Understanding investment steps

✅ General guidance

✅ For offering-specific details

❌ No

❌ No

Why hasn't my investment been accepted yet?

❌ No

✅ Yes

✅ Sometimes

❌ No

Can I update my investment amount or info?

❌ No

✅ Yes

✅ Sometimes

❌ No

When will I receive my shares or documents?

❌ No

✅ Yes

✅ Sometimes

✅ If they issue certificates

Why was I not approved / verified?

✅ If due to document error

✅ May provide context if decision-based

❌ No

✅ Sometimes

Where is my K-1 or 1099?

❌ No

✅ Yes (if applicable)

❌ No

✅ If they handle tax reporting

Can someone call me?

❌ No, online only

✅ Possibly

✅ Possibly

✅ Possibly

General platform questions

✅ Yes

❌ No

❌ No

❌ No

Investment advice or offering guidance

❌ No

✅ Yes

✅ Yes (if a BD is involved)

❌ No

🔎 Notes:

  • ✅ DealMaker Support can help with technical issues, form guidance, and identity verification within our platform.

  • ❌ We do not provide offering-specific updates or handle decision-making on behalf of the issuer.

  • 📌 If you are unsure who to contact, always check your confirmation email or investor portal—the issuer contact is usually provided there.

  • 💬 Still stuck? Submit a support request and we’ll help guide you.

💬 Need More Help?

If you still need assistance, you have two options:

1. Chat With Us

Click the Chat icon on the bottom right of your screen when visiting the DealMaker site or your investor portal. Our virtual assistant can guide you or escalate your ticket to a team member.

2. Submit a Support Ticket

👉 Submit a Request

Include as much detail as possible—such as your name, the company you're investing in, and a description of the issue—so we can help efficiently.

📵 Do You Offer Phone Support?

We currently do not offer support by phone.

If you’re wondering “Can someone just call me?!”—please note that all support is handled online via ticket, chat, or email. This ensures faster, traceable responses and protects your sensitive information.

🙏 Thank You

We appreciate your patience and understanding. Our goal is to resolve your questions quickly and securely—while ensuring all regulatory and privacy standards are met.

If you're unsure where to start, we recommend using the search bar at the top of the Help Center or the Chat tool for immediate answers.

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