Contact us FxPro
Contact Information Overview
FxPro provides comprehensive support services for South African traders. Our multilingual support team operates 24/5, offering assistance through various communication channels. We ensure prompt responses to all inquiries, with most issues resolved within one business day. The support service is available in English and multiple local languages.
Business Hours and Availability
Support services operate Monday through Friday, aligned with trading hours. The main support center operates from 07:00 to 16:30 GMT. Emergency technical support remains available 24/5 during trading hours. Weekend support is available for urgent account security matters through our automated system.
Live Chat Support
Our live chat service provides instant access to support representatives. The chat system operates through our secure website platform and FxPro Direct portal. Support agents can assist with trading platform issues, account questions, and general inquiries in real-time.
The live chat feature provides specialized assistance for both technical and trading-related matters. Our support team offers guidance in multiple languages, ensuring clear communication for all clients. Response times typically remain under 2 minutes during peak hours.
Priority Support System
Our support system categorizes inquiries based on urgency:
- Account access and security issues
- Trading platform technical support
- Deposit and withdrawal assistance
- General trading inquiries
- Educational resource requests
Email Support Channels
Email support offers detailed assistance for complex inquiries. Our primary support email address is [email protected], handling all types of requests through a secure, encrypted system. Each inquiry receives a unique reference number for tracking purposes.
Documentation and detailed questions are best handled through email communication. This allows our team to provide comprehensive responses with necessary attachments and step-by-step instructions. All email communications are archived for future reference.
Email Response Guidelines
Standard email response protocols:
Priority Level | Response Time | Issue Type |
Critical | 1-2 hours | Account security, Trading platform access |
Standard | 4-6 hours | Deposits, Withdrawals, Trading questions |
General | 24 hours | Information requests, Documentation |
Account Manager Support
Elite account holders receive dedicated account manager support. These specialized representatives provide personalized assistance and market insights. Account managers are available during standard business hours through direct contact channels.
Our account management team undergoes regular training to maintain the highest service standards. They provide assistance with complex trading issues, account optimization, and personalized trading solutions. Direct contact details are provided upon account activation.
VIP Support Benefits
Elite account holders receive:
- Direct phone line to account manager
- Priority email processing
- Extended support hours
- Custom market analysis
- Personal trading consultations
Technical Support Services
Our technical support team specializes in platform-related assistance. They provide support for MT4, MT5, and cTrader platforms across all devices. Technical issues are handled with priority to minimize trading disruptions.
Platform support includes assistance with installation, configuration, and troubleshooting. Our team can help with custom indicator setup, Expert Advisor implementation, and platform optimization. Remote assistance is available when necessary.
Documentation Support
We maintain a comprehensive system for documentation requests. All account-related documents, statements, and confirmations can be requested through our support channels. Processing times for document requests typically range from 1-3 business days.
Standard documentation services include:
- Trading account statements
- Transaction histories
- Tax reporting documents
- Account verification assistance
- Platform configuration guides
Payment Support
Our payment support team assists with all deposit and withdrawal matters. They provide guidance on available payment methods for South African traders, including local bank transfers in ZAR. Processing times and requirements are clearly communicated for each transaction type.
The team monitors all financial transactions to ensure smooth processing. They coordinate with local and international payment providers to resolve any transfer issues promptly. Regular updates are provided for pending transactions.
Educational Support
Educational support provides assistance with our trading resources. This includes access to webinars, trading guides, and market analysis tools. Our education team helps traders locate relevant materials for their skill level and trading interests.
The support team also assists with:
- Webinar registration
- Educational material access
- Trading tool tutorials
- Market analysis explanations
- Trading strategy guidance
Emergency Support
Emergency support is available 24/5 for critical issues. This service handles urgent matters such as account access problems, security concerns, and critical trading platform issues. Emergency support can be accessed through our main contact channels with priority routing.
Our emergency response team is trained to handle time-sensitive issues efficiently. They have direct access to necessary systems and authorization levels to resolve critical problems quickly. All emergency contacts are logged and monitored for quality assurance.
Frequently Asked Questions
Live chat provides the quickest response during business hours, with average wait times under 2 minutes. For urgent issues outside business hours, use our emergency support email.
All support requests receive a unique reference number. You can track your request status through FxPro Direct portal or by replying to the original email thread.
Include your account number, specific platform (MT4/MT5/cTrader), and clear description of your issue. For technical problems, include relevant screenshots or error messages.