Use the FXTRADING.com Service Hub to search for help, create and track support tickets, start Live Chat, and download supported trading platforms and applications.
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.
What can I do in the Service Hub?
The Service Hub provides access to:
Search help: Enter a question or keyword to find relevant Help Center articles.
Create Ticket: Submit a structured request when your issue requires account-specific review, supporting information or follow-up.
Start Chat: Start Live Chat with the Customer Support Team when the channel is available. Outside staffed hours, Fin AI can provide general information and basic troubleshooting.
My support tickets: View, search and manage submitted tickets, including tickets that are being processed and tickets that have been resolved.
Download Center: Download the available versions of MetaTrader 4 and MetaTrader 5 for iOS, Android, Windows and macOS. Android APK files are also available when displayed.
When should I create a ticket?
Create a ticket when the issue requires investigation, supporting documents, screenshots, transaction or order references, or progress updates. The following categories are available:
Payments: Deposit, withdrawal and internal-transfer processing, status or transaction issues.
Account and Security: Account access, profile information, security settings, verification codes or unauthorised activity.
FXTRADING.com Platforms: Technical issues involving MetaTrader 4, MetaTrader 5, WebTrader or another supported FXTRADING.com platform.
Verification: KYC document submission, identity checks, verification status or an unclear verification message.
Trading: Order execution, margin requirements, spreads, trading conditions or a trading-account issue.
FXTRADING.com Programs: Partner Program rewards, Social Trading, Funds Management, promotions or loyalty-program questions.
VPS: VPS setup, connectivity, latency, hosting or access issues.
Before creating a Payments ticket, check the relevant transaction or funding history in the Client Portal. If the current status and available Help Center guidance answer the question, you may not need to submit a ticket.
How do I create a ticket?
Sign in to the Client Portal and open Service Hub.
Select Create Ticket.
Choose the category and the specific issue that best match your request.
Describe what happened and the result you expected.
Add the relevant account, order or transaction reference when requested.
Upload a screenshot or supporting file when it is needed and safe to provide.
Review the information and submit the ticket.
Open My support tickets to follow its status and view replies.
Submit one ticket for the same issue unless the Service Hub instructs you otherwise. Additional information can be added to the existing ticket while replies are available.
How do I manage an existing ticket?
In My support tickets, you can:
search by ticket subject or ticket ID;
filter tickets by status or creation date;
open a ticket to view its category, status, messages and attachments;
send additional text, images or files while the ticket remains open for replies; and
review completed or resolved tickets.
A resolved ticket is read-only. If a different issue occurs, create a new ticket using the category that matches the new request.
Should I use a ticket or Live Chat?
Use a ticket for detailed or account-specific issues that require investigation, attachments or progress tracking. After submitting it, monitor My support tickets for replies and status updates instead of waiting in Live Chat for the same investigation.
Use Live Chat for a quick question or immediate guidance when the channel is available. 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.
What should I include?
Provide only the information needed to locate and understand the issue, such as:
the affected account, order, ticket or transaction reference;
the date and time of the issue, including time zone;
the action you attempted;
the exact status, warning or error shown;
the platform, application version and device, when relevant; and
a screenshot with unrelated personal information hidden.
Never provide your password, one-time code, full card number, card security code, private key or recovery phrase. Use the secure upload control in the Verification flow in the Client Portal when supporting evidence is required.