HTX has launched a separate support framework for its highest-tier clients, pulling SVIP and institutional users out of the standard queue. The system, which runs on Telegram with backup via email and WeChat, is designed to handle time-sensitive issues like large withdrawals, KYC verification, and account management with minimal delay.
A separate track for the top tier
Available to Prime 5 and above clients, the dedicated service operates 24/7 through a Telegram hub. The team handles liquidity support, institutional onboarding, and other high-impact matters. In one case, a large withdrawal that was stuck in pending status was resolved within five minutes after the dedicated team stepped in.
Real-world results from the new system
A newly onboarded institutional client was able to complete verification and start trading just ahead of a major market event, thanks to continuous communication via Telegram. Another Prime client received step-by-step guidance on Level 3 KYC documentation, avoiding the delays that come with repeated resubmissions. SVIP client K, who took part in the HTX SVIP World Cup Journey, said the experience provided “real, tangible benefits beyond typical trading fee discounts and dedicated support.”
Beyond support: perks and fee structures
HTX also offers tailored fee structures for SVIP clients, including rebates and ultra-low rates based on trading profiles. The exchange introduced an Exclusive VIP Flexible Earn product as part of a multi-tiered benefits system covering trading fees, Earn, lending, and exclusive privileges. The World Cup journey included live match viewing, an exclusive VIP lounge, customized travel itineraries, and face-to-face networking.
The dedicated service framework is now operational for Prime 5 and above. HTX has not disclosed plans to extend the service to lower tiers.
