Use Service Hub first: For account-specific questions, documents, investigation or status tracking, sign in to the Client Portal and select Service Hub from the left navigation menu.
What if I cannot continue or resubmit verification?
Use the Verification flow in your Client Portal for Proof of Identity (PoI), face or liveness verification, and Proof of Address (PoA). Follow the instructions shown there.
If the Verification flow no longer allows another submission, sign in to the Client Portal.
Open Service Hub from the left-hand navigation.
Select Create Ticket.
Choose Verification.
Ask the Customer Support Team to reset or reopen your Verification flow. Include the verification step and the exact message shown.
Do not attach or upload copies of your identity document or Proof of Address to this ticket. Do not send them through email or Live Chat. If FXTRADING.com specifically asks for other additional supporting evidence, upload only those requested supporting documents through the Verification ticket. After the flow has been reset, return to the Verification section in the Client Portal and complete the requested identity, face or liveness, or address-verification step there.
Use an official FXTRADING.com channel when you need help with your profile, verification, deposit, withdrawal, trading account or Client Portal.
Contact options
Service Hub
Sign in to the Client Portal and open the Service Hub to submit a support request that requires detailed information or follow-up.
Live Chat
Open official Live Chat from the FXTRADING.com website or signed-in Client Portal. Availability and language options are shown when you open the channel.
Email
If you cannot access the Service Hub or official Live Chat, email [email protected]. When possible, write from the email address registered to your FXTRADING.com profile. Do not send KYC or verification documents by email.
What are the support hours?
The human Customer Support Team is available Monday through Friday, 09:00–22:00 GMT+8 (Beijing, Hong Kong, Singapore and Malaysia time). Outside these hours, Fin AI handles chat and can provide general information and basic troubleshooting. Account-specific reviews that require a human team continue during staffed hours.
The Service Hub can record a request at any time. Human review continues during staffed hours.
When can I expect a human response?
The targets below apply to the first reply from a human specialist during staffed support hours. They are response targets, not guaranteed resolution times.
Funds, account access and suspected security vulnerabilities: within 30 minutes.
KYC, trading and service issues: within 1 hour.
General enquiries and partner support: within 4 hours.
Reports of suspected fraud, account compromise or unauthorized activity are prioritized immediately. Report them through an official channel as soon as possible. Never share a password, one-time code, private key or recovery phrase.
Requests received outside staffed hours are recorded immediately. Fin can provide general information and basic troubleshooting, and a human specialist will continue the review during staffed hours.
A response target is not a resolution deadline. Verification, payments, banking, trading investigations and compliance reviews may require information from you or a third party.
Complaints
Complaints are handled separately under the Complaints Handling Policy that applies to your account. For Australian clients where RG 271 applies, we aim to acknowledge a complaint within 24 hours and provide a final response within 30 calendar days, unless another timeframe is required or permitted by law. The applicable policy and legal entity are shown in your Client Portal and account documents.
What information should I include?
Describe the issue and include only the information needed to locate it, such as:
your registered email address;
the relevant trading-account or transaction reference;
the date and time of the issue, including time zone;
the action you attempted;
the exact error or status shown; and
a redacted screenshot when it helps explain the issue.
Do not provide a password, one-time code, full card number, card security code, private key or recovery phrase.
How should I provide verification or payment evidence?
Use a secure upload control in the Verification flow supplied through the Client Portal or an official FXTRADING.com process. Submit identity documents only through the Verification flow in the Client Portal.
Redact unrelated balances, card numbers or personal information from payment evidence. Keep the name, amount, currency, date, payment reference and transaction status visible when they are relevant.
How do I know that a message is genuine?
Open FXTRADING.com directly and use the contact options published on the official website or Client Portal. Be cautious with unexpected links or requests for credentials.
FXTRADING.com support will not ask you to disclose a password, one-time code, private key or recovery phrase.
Self-service outside staffed-channel hours
The Help Center and available AI assistance can provide general information and basic troubleshooting outside staffed-channel hours. They cannot complete every account-specific review or override a security, payment or compliance requirement. Use the current availability and response information shown when you open each channel.