XM contacts in South Africa: Instructions on how to contact the support team.
MT4, MT5, WebTrader XM
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XM provides several ways for clients to get in touch. This page contains information about the available communication channels and how to contact customer support.
Main Contact Methods
| Contact Method | Availability | Features | Recommended for |
| Online Chat | 24/5 | Fast responses, document upload | Urgent inquiries |
| Email ([email protected]) | Response within 24 hours | For complex issues | Detailed inquiries |
| Phone | 24/5 | International numbers, callback option | Complex situations |
- Online Chat:
- Average wait time: 30 seconds
- Ability to save chat history
- Support in all available languages
- Email:
- Automatic confirmation of request receipt
- Ability to attach files up to 10 MB
- Prioritization system based on urgency
- Phone:
- Voice menu for quick call routing
- Option to request a callback at a convenient time
- Call recording for quality control
Additional Contact Channels
- Feedback Form on the Website:
- Automatic categorization of inquiries
- Ability to attach files
- Copy of the request sent to the client’s email
- Social Media:
- Facebook: @XMGlobal
- Twitter: @XM_COM
- Instagram: @xmglobal
- LinkedIn: XM Group
- Messengers:
- Telegram: @XM_Support_Bot
- WhatsApp: +357 25029933
- Viber: +357 25029933
- Mailing Address: XM Group 35 Spyrou Kyprianou Avenue 3rd floor 4001 Limassol, Cyprus
Support Request Procedure
- Prepare the necessary information:
- Trading account number
- Description of the issue or question
- Screenshots or documents (if applicable)
- History of previous inquiries regarding this issue
- Choose the appropriate contact method:
- Consider the urgency of the issue
- Consider the nature of the problem (technical, financial, general)
- Choose a communication language that is comfortable for you
- Clearly formulate your problem or question:
- Provide specific details (dates, amounts, errors)
- Describe the steps you have already taken
- Specify the desired outcome
- Wait for a response within the specified timeframes:
- Keep the request or ticket number
- Check the “Spam” folder if you contacted via email
- Be prepared to provide additional information if necessary
Support Working Hours
Contact Channel | Working Hours | Notes |
Online Chat | 24/5 (Sun 22:00 GMT – Fri 22:00 GMT) | Peak hours: 08:00-16:00 GMT |
Phone | 24/5 (Sun 22:00 GMT – Fri 22:00 GMT) | Queues possible during peak hours |
Processed on business days | Response within 24-48 hours | |
Social Media | Monitored 09:00-18:00 GMT (Mon-Fri) | Not for urgent inquiries |
Support Languages
XM provides support in the following languages:
Language | Availability | Contact Channels |
English | 24/7 | All channels |
Russian | 24/5 | Chat, email, phone |
Chinese | 24/5 | Chat, email, phone |
Spanish | Business hours | Chat, email |
French | Business hours | Chat, email |
German | Business hours | Chat, email |
Portuguese | Business hours | Chat, email |
Arabic | Business hours | Chat, email |
Priority Support
For VIP clients, XM offers:
- Personal Account Manager:
- Direct contact
- Knowledge of account history and client preferences
- Proactive notification of important events
- Priority Request Processing:
- Reduced wait times in chat and on the phone
- Accelerated processing of email inquiries
- Priority in issue escalation
- Extended Support Hours:
- Access to support on weekends
- Ability to schedule consultations outside of business hours
- Special line for emergency situations
- Additional Benefits:
- Personalized training sessions
- Invitations to exclusive webinars
- Extended transaction limits
Technical Support
For resolving technical issues with platforms:
- Check the FAQ section on the website:
- Regularly updated knowledge base
- Step-by-step instructions with illustrations
- Video tutorials on solving common issues
- Contact online chat for quick assistance:
- Option for remote access by a specialist
- Step-by-step guidance in real-time
- Quick problem diagnosis
- Send an email with a detailed description of the problem:
- Attach platform logs
- Specify your operating system and browser version
- Describe the steps to reproduce the issue
- Additional resources:
- User forum for experience sharing
- Regular webinars on technical aspects of trading
- Database of known issues and their solutions
Financial Questions
For resolving issues related to deposits and withdrawals:
- Check the status of the transaction in your account:
- “Transaction History” section
- Statuses: In process, Completed, Rejected
- Expected processing times for each method
- Contact online chat to clarify the status:
- Prepare the transaction number
- Specify the method and amount of the transaction
- Be ready to undergo additional verification
- Send an email with the transaction details:
- Attach payment confirmation
- Provide the account number and account holder’s name
- Describe the problem in as much detail as possible
- Additional recommendations:
- Regularly update your contact information
- Check the transaction limits for your account
- Familiarize yourself with the company’s AML/KYC policy
Common Issues
| Issue | Description | Solution | Preventive Measures |
| Withdrawal delays | Delays up to 2-3 days | Check verification, contact chat after 5 days | Complete full verification in advance |
| Verification difficulties | Document verification refusal | Check requirements, send clear copies via email | Use current documents, follow instructions |
| Platform technical issues | Unstable operation | Check internet, update platform, contact chat | Regularly update software, use a stable connection |
| Unauthorized transactions | Suspicious account transactions | Contact support immediately, change passwords | Use two-factor authentication, do not share data with third parties |
| Quotation discrepancies | Price differences from other sources | Request an explanation from support, provide screenshots | Familiarize yourself with order execution policy, use multiple data sources |
Recommendations for Effective Communication with Support
- Be specific:
- Clearly describe the problem
- Provide account number and other relevant details
- Attach screenshots or documents
- Describe the expected outcome
- Choose the appropriate contact channel:
- Use chat for urgent inquiries
- Send an email for complex inquiries
- Call for critical situations
- Be polite:
- Remember that support staff are there to help
- Avoid emotional expressions
- Be prepared for clarifying questions
- Follow instructions:
- Carefully read the support responses
- Follow the suggested steps in order
- Report the results of each step
- Keep communication records:
- Note down ticket or inquiry numbers
- Save copies of important correspondence
- Log all actions taken to resolve the issue
- Be patient:
- Consider the specified processing times for requests
- Understand that complex issues may require time
- Avoid creating multiple duplicate requests
- Provide feedback:
- Rate the quality of support after the issue is resolved
- Offer ideas for service improvement
- Report exceptional service
FAQ
How long should I wait for a response to an email inquiry?
Standard response time is up to 24 hours, potentially up to 48 hours during peak periods. Use clear subject lines, provide necessary information, and check spam folders. Contact online chat if no response within 2 business days.
What should I do if the issue is not resolved after contacting support?
Request escalation, follow up with reference numbers, use different contact channels, reach out to the client relationship manager, and be prepared to provide additional information or documents.
How do I contact support if I have issues accessing my account?
Use the website feedback form with an alternative email, call providing identification information, or email from a different address. Prepare identity verification documents, follow password reset instructions, and report suspected unauthorized access immediately.
