FXCM Customer Support Guide: Contact Options and Help Resources

A complete guide to reaching FXCM support — live chat, email, phone numbers, support hours, what to prepare before you contact them, and solutions to the most common issues.

1. Official Support Channels

FXCM offers multiple ways to get help. Here are the official channels you can use to reach their support team. Always use the official FXCM website or verified contact details to avoid phishing scams.

Live Chat

Fastest Response

Live chat is available directly on the FXCM website. It is the quickest way to get help for most issues. Available 24 hours a day, 5 days a week (Monday to Friday).[reference:0]

How to access: Click the "Live Chat" or "Contact Us" button on the FXCM website
Best for: Urgent questions, account issues, and quick troubleshooting
Response time: Usually within a few minutes

For Detailed or Non-Urgent Issues

Email support is available for more complex issues that require detailed explanation or document attachments. Responses are typically sent within 1–3 business days.[reference:1]

Asia & general inquiries: infoasia@fxcm.com[reference:2]
Australia: support@fxcm.com.au[reference:3]
UK (English): info@fxcm.co.uk[reference:4]
Document submission: adminasia@fxcm.com[reference:5]
Market data / API queries: API@fxcm.com[reference:6]

Phone Support

Speak Directly to a Representative

Phone support is available for clients who prefer to speak directly with a support agent. International long-distance charges may apply.[reference:7]

China: 4001-200880[reference:8]
Hong Kong: 800-906-893[reference:9]
Taiwan: 00801-85-3036[reference:10]
Australia: 1-800-26-7262[reference:11]
Malaysia: +60 3-2709 1910[reference:12]
Philippines: 1-800-1-110-1237[reference:13]
UK (English): +44 (0) 207 903 3861[reference:14]
US (English): +1 646 253 1716[reference:15]

FXCM Hub (Client Portal)

Manage Your Account and Get Support

The FXCM Hub is your central client portal where you can manage your account, view notifications, and access support resources — including live chat.[reference:16]

Access: Log in to your FXCM account and navigate to the Hub
Features: Account management, document upload, transaction history, and support
Best for: Self-service and account-related inquiries

🚨 Important: Always use official contact details from the FXCM website. FXCM will never ask for your password or 2FA code via email or phone. If you receive unsolicited contact claiming to be from FXCM, do not respond — contact FXCM directly through official channels.

2. Support Hours

FXCM support hours vary by channel and region. Here's what you need to know.

Channel	Availability	Notes
Live Chat	24 hours a day, 5 days a week[reference:17]	Monday to Friday — available on the FXCM website
Phone (Chinese)	Monday to Friday, 8:00 AM – 6:00 PM (Beijing time)[reference:18]	International long-distance charges may apply[reference:19]
Online Chat (Chinese)	Monday to Friday, 8:00 AM – 11:00 PM (Beijing time)[reference:20]	Extended hours compared to phone support
Email	24/7 (responses within 1–3 business days)[reference:21]	Best for non-urgent or complex issues
Phone (English – UK/US)	Market hours (typically 24/5)[reference:22]	Available during trading hours

            📌 Tip: For the fastest response, use live chat during support hours.
            For complex issues that require documentation, email is the better choice.
            For urgent issues outside of chat hours, check if your region has 24/5 phone support.
        

3. What to Prepare Before Contacting Support

Having the right information ready will help the support team resolve your issue faster. Here's a checklist of what to gather before reaching out.

Your FXCM account number This is the unique identifier for your trading account. You can find it in the MyFXCM portal or on your platform's account summary.
Registered email address The email address you used to open your FXCM account. This is how support will verify your identity.
Full name as registered Your name exactly as it appears on your FXCM account — this helps with verification.
Detailed description of the issue Be as specific as possible. Include error messages, screenshots, and the steps you took before the issue occurred.
Platform and device information Which platform are you using (Trading Station, MT4, TradingView)? What device and operating system (Windows, macOS, iOS, Android)?
Transaction IDs (if applicable) For deposit, withdrawal, or trade-related issues, have your transaction IDs or order numbers ready.
Supporting documents (if applicable) For verification or account-related issues, have your ID and proof of address ready to upload.

📧 When emailing: Include your account number and a clear subject line (e.g., "Withdrawal delay – Account #123456") to help the support team prioritise and route your inquiry correctly.

4. Common Issues and How to Resolve Them

Here are some of the most common issues FXCM clients face and the recommended steps to resolve them.

Can't access your account?

Check that your Caps Lock is off and you're using the correct email/password
Use the "Forgot Password" link on the login page to reset your password
If your account is locked, wait 15–30 minutes and try again
Contact live chat or phone support if the issue persists

Deposit / Withdrawal Problems

Funds not showing or withdrawal delayed

Check your transaction history in MyFXCM to confirm the status
Bank wires may take 1–3 business days to reflect[reference:23]
Ensure your withdrawal method matches your deposit source
Contact support with your transaction ID for assistance

Platform Connectivity

Trading Station or MT4 not connecting

Check your internet connection and firewall settings
Ensure you're selecting the correct server (FXCM-Live or FXCM-Demo)
Restart the platform or reinstall if necessary
Contact support if the issue persists

Account Verification

Verification taking too long?

Ensure your documents are clear, in colour, and show all four corners
Check that your Proof of Address is dated within the last 3 months
Documents can be submitted via MyFXCM or emailed to adminasia@fxcm.com[reference:24]
If you haven't heard back within 3 business days, contact support[reference:25]

2FA Issues

Can't get your 2FA code?

Sync the time on your authenticator app (settings → time correction)
Use one of your backup codes if you saved them
If you've lost your backup codes, contact support to reset 2FA

Trading Disputes

Disagree with a trade execution?

Submit a trade review request through the online trade review form[reference:26]
Include your trade details, order number, and the issue you experienced
Contact support via phone or email for urgent trade disputes

            💡 Pro tip: Before contacting support, check the FXCM FAQ section
            on the website. Many common questions are already answered there, which can save you time.[reference:27]
        

5. Frequently Asked Questions

How do I contact FXCM customer support?

You can contact FXCM support through multiple channels:

Live Chat: Available 24/5 on the FXCM website
Email: infoasia@fxcm.com (Asia) or support@fxcm.com.au (Australia)
Phone: Regional numbers listed on the FXCM website
FXCM Hub: Client portal with support options

What are FXCM's support hours?

Live Chat: 24 hours a day, 5 days a week (Monday to Friday)
Phone (Chinese): Monday to Friday, 8:00 AM – 6:00 PM (Beijing time)
Online Chat (Chinese): Monday to Friday, 8:00 AM – 11:00 PM (Beijing time)
Email: Responses within 1–3 business days

Is FXCM support available 24/7?

FXCM offers 24/5 support (Monday to Friday) via live chat and phone in some regions.[reference:28] Email support is available 24/7, but responses are typically sent during business hours.

What is the best way to contact FXCM for urgent issues?

For urgent issues such as login problems or trading disruptions, use live chat on the FXCM website for the fastest response. If live chat is unavailable, call the phone support number for your region. For non-urgent issues, email is the best option.

How long does it take for FXCM to respond to emails?

FXCM typically responds to email inquiries within 1–3 business days.[reference:29] To help speed up the process, include your account number and a clear description of your issue in your email.

Does FXCM have a live chat option?

Yes. FXCM offers live chat on its website. It is available 24 hours a day, 5 days a week (Monday to Friday).[reference:30] You can access it by clicking the "Live Chat" or "Contact Us" button on the FXCM website.

What should I do if I have a trading dispute?

If you have a trading dispute, you can submit a trade review request through the online trade review form available on the FXCM website.[reference:31] You can also contact support via phone or email to escalate the issue. Include your trade details and order numbers in your communication.

Can I contact FXCM through social media?

FXCM has official social media channels, but for account-specific issues, you should always use the official support channels (live chat, email, or phone). Social media is not a secure channel for sharing personal or account information.

How do I submit documents to FXCM?

You can submit documents through the MyFXCM client portal, or by emailing them to adminasia@fxcm.com.[reference:32] Accepted formats include JPG, GIF, DOC, and PDF. Do not password-protect your files.[reference:33]

What if I'm not satisfied with FXCM's service?

If you're dissatisfied with FXCM's service, you can escalate your complaint by contacting support via phone or email.[reference:34] For unresolved issues, you may be able to escalate to the relevant regulatory authority depending on your jurisdiction.

This guide is for informational purposes only. Contact details and support hours are subject to change. Always refer to the official FXCM website for the most current and accurate support information.