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Contact Us to Solve Your Trading Needs with FxPro in UAE
Get fast, clear support from our team, whether you’re new or experienced in forex and CFDs.
Getting Support with FxPro Shouldn’t Be Complicated
When trading forex and CFDs in the UAE, you want answers fast — especially when your money’s involved. We get that. That’s why we’ve built our support system around real people who know exactly what they’re doing. Whether it’s a quick question about using our platform or something more complex like a withdrawal issue, you can reach us without jumping through hoops.
Honestly, from our experience, the best way to get help depends on what you need and how urgent it is. So let’s walk through your options and share some tips on how to get the most out of your contact with us.
| Support Channel | Availability |
|---|---|
| Live Chat | 24/5 during market hours (Monday-Friday) |
| Phone Support | Business hours with multilingual agents |
| Email Support | 24/7 with response within 24 hours (business days) |
How You Can Reach Our Support Team
So, you want to get in touch? Here’s how you can do that, depending on how fast you need help and the type of issue you have.
Live Chat Support
This is usually the fastest way to get a reply — most of our clients prefer it. You’ll find the chat icon at the bottom right of our website. Click it, and you’re connected to a real person during active market hours. No email delays, no waiting on hold.
Live chat is available Monday 00:01 to Friday 23:00 GMT, with limited support on weekends for urgent matters.
Phone Support
Sometimes, you just want to talk to someone. We have phone lines with agents speaking English and other languages, including Arabic, which is common in UAE trading circles.
Keep in mind, phone lines can get busy, especially during London and New York market opens, so consider calling outside those times if possible.
- UK: +44 (0) 203 151 5550
- Cyprus: +357 25 054 730
- International: Check our website for local numbers
Email Support
If your issue isn’t urgent or you need to send documents, email is your friend. We usually reply within a day during business hours, and often faster. Be sure to include your account number and as much detail as possible to speed up the process.
- General Support: [email protected]
- Account Issues: [email protected]
- Technical Problems: [email protected]
- Compliance: [email protected]
What Info To Have Ready When You Contact Us
Honestly, having your details ready before you reach out makes everything smoother. We want to solve your problem as quickly as possible, and this helps.
| Information Type | What to Include | Why It Helps |
|---|---|---|
| Account Details | Your account number, registered email | To verify your identity and access your info |
| Issue Description | Specific problem, error messages, screenshots | Speeds up diagnosis and fix |
| Trading Platform | MT4, MT5, cTrader, or FxPro Edge | Different platforms need different troubleshooting |
For Trading Issues
Tell us the instrument (like EUR/USD or Gold), the exact time of the problem (including your timezone), order numbers if relevant, and screenshots of any errors.
For Account Problems
Have your phone number, card details (last 4 digits only), recent transaction references, and any verification documents handy.
Most Common Reasons You’ll Contact Us
Account Verification Problems
This is the top reason people get in touch. Verification is required by law, but it can be a bit frustrating sometimes.
- Photos blurry or corners cut off
- Address proof older than 3 months
- Names not matching exactly
Quick tip: Use good lighting, make sure the whole document is visible, and double-check your registered name matches your ID.
Deposit and Withdrawal Questions
- Deposits usually take 1-3 business days by bank transfer, instant or up to 24 hours by card, and instant for e-wallets.
- Withdrawals often use the same method as deposits; first withdrawals may need extra checks.
- We don’t charge deposit fees; withdrawal fees depend on method and amount, and your bank might charge separately.
Platform Technical Issues
When things glitch, try clearing your browser cache, switching browsers or devices, checking your internet, and updating your platform.
If that doesn’t help, contact us immediately for issues like orders not executing, freezing, login problems, or strange account balances.
How Regional Factors Affect Your Support Experience
Time Zone Differences
Our main support hub works on GMT, but we know you trade from UAE or elsewhere. When you contact us, telling us your local time zone helps us line things up with market hours.
Language Support
We primarily offer English support, but our agents also speak Arabic, Spanish, French, German, Italian, Portuguese, and Chinese. Just let us know if you prefer another language.
Regulatory Differences
Different countries mean different rules. Our team is trained on these details, but mentioning your country helps us give advice tailored to your situation.
| Region | Key Support Considerations |
|---|---|
| UAE | Arabic support available, local banking methods, GST considerations |
| Europe | Regulation compliance, multilingual support |
| Asia | Time zone coordination, payment options vary |
Quick Ways to Help Yourself Before You Contact Us
Online Help Center
Our knowledge base covers most questions, from managing accounts to technical fixes and compliance. It’s searchable and always open.
Video Tutorials
Sometimes seeing is easier. We’ve got step-by-step videos on navigating platforms, placing orders, and verifying your account.
FAQ Section
We update this regularly with real user questions. It’s often the fastest way to get an answer without waiting for support.
What Happens When Your Issue Needs to Go Higher Up
| Issue Type | When It’s Escalated | Resolution Timeframe |
|---|---|---|
| Technical Problems | Affecting many users or platform-wide | 2-4 hours |
| Account Disputes | Management review needed | 3-5 business days |
| Compliance Matters | Legal or regulatory review | 5-10 business days |
When your case escalates, you get a ticket number to track progress, plus a dedicated specialist who’ll keep you updated. We aim to be clear and timely so you’re never left guessing.
Tips to Make Your Communication with Us More Effective
Be Specific
Instead of vague issues like “platform not working,” say exactly what happened, when it started, and any error messages you saw. For example: “MT4 freezes when closing EUR/USD at 2 PM GMT today.”
Stay Calm
We understand trading can be stressful, but calm and clear messages help us help you faster.
Follow Up, But Give Us Time
If you don’t hear back within the stated timeframe, definitely follow up. Just give us a chance first — too many back-and-forth messages can slow down the process.
Keep Records
Save screenshots, note ticket numbers, and keep emails handy. This helps everyone stay on the same page and speeds up problem-solving.
| Communication Tip | Why It Helps |
|---|---|
| Provide Clear Details | Faster diagnosis and resolution |
| Include Account Number | Immediate verification |
| Attach Screenshots | Visual proof of issues |
| Note Time & Timezone | Context for market-related problems |
Emergency Contacts and What to Do When Things Can’t Wait
What Counts as an Emergency
If you suspect unauthorized access, platform crashes during active trades, big fund discrepancies (over £1,000), or can’t close losing positions due to technical faults, that’s an emergency in our book.
How to Reach Us in an Emergency
- Use live chat first — usually your fastest option.
- If chat is down, call our main phone line.
- Clearly say it’s an emergency and provide your account number.
- Give a brief description so we can act quickly.
After-Hours Emergencies
While full support isn’t 24/7, we do have limited emergency help outside normal hours for security, platform-critical issues, and urgent compliance problems.
We Want Your Feedback — It Helps Us Improve
How to Share Your Thoughts
If you’re happy, mention us on social media, use the feedback form on our site, or email management directly. If something’s not right, start with our support team. If needed, escalate to management or compliance for serious concerns.
What Happens Next
We review all feedback carefully. Positive comments get shared with staff, while complaints trigger an investigation with resolution promised within 5 business days.
- Acknowledgment within 24 hours
- Investigation by the right department
- Proposed fix or resolution
- Follow-up to make sure you’re satisfied
❓ FAQ
How quickly do I get a response on live chat?
During business hours, expect to connect within 2-3 minutes. Peak times might take 5-10 minutes. If it’s longer, try refreshing and reconnecting.
Can I get support for my demo account?
Absolutely. Demo accounts get the same priority as live ones. We want your experience to be smooth no matter what.
What if I need help outside normal support hours?
Our online resources are available 24/7. For urgent problems, we offer limited emergency support. Otherwise, email us and we’ll respond during business hours.
Is there any charge for contacting support?
No, all our support services are free. No matter how often you contact us, there’s never a fee.
Can someone else contact support on my behalf?
Only if they’re authorized on your account. For security, we won’t share details with unauthorized people, even family.
How do I know if my support request was received?
Email requests get automatic confirmations. Live chats are logged in your account. Phone calls don’t have automatic receipts, so feel free to follow up by email or chat.
When’s the best time to contact support for a quick response?
Mid-morning to early afternoon GMT, Tuesday through Thursday, is usually less busy. Avoid market open times unless your issue is urgent.
Can I ask for a specific support agent?
We can’t guarantee it, but if you mention a helpful agent’s name, we’ll do our best to connect you with them again.
