Contact Us FXPro South Africa

FXPro Customer Support Channels in South Africa

Our company offers dedicated customer support tailored for traders based in South Africa. We provide various communication methods to ensure fast, effective assistance. These channels cover technical help, trading inquiries, and account management. Support operates according to South African Standard Time (SAST) to match local client needs. Our multilingual team is ready to assist in English and other local languages when requested.

South African clients can select the most convenient contact method based on urgency and query type. Each channel is optimized to handle specific categories of issues, ensuring queries reach the experts best suited to resolve them. Our infrastructure uses automated ticket routing to prioritize and speed up responses.

Our support teams have access to real-time market data and client information, enabling them to resolve issues swiftly. Whether you need assistance with order execution or account verification, our channels are designed to provide clear, actionable responses. We encourage South African traders to use the Contact Us options frequently to maintain smooth trading operations.

Accessing FXPro Live Chat Support

The live chat service is the fastest way for South African users to get help. Simply click the chat icon on any FXPro webpage, usually positioned at the bottom right corner. This opens a chat window connecting you with an agent within 30 seconds during active hours.

You can attach files up to 10MB directly in the chat, which helps when sharing screenshots or error messages. The system supports translation tools for users who prefer other local languages. All conversations are saved for future reference and follow-up.

• Prepare your account number or registered email before starting the chat.
• Note any error messages or unusual platform behavior.
• Specify the trading instrument involved if your question relates to markets.
• Attach screenshots for technical issues.
• Inform the agent of your preferred resolution timeframe.

Our live chat automatically detects your location in South Africa and connects you to agents familiar with local regulations. Agents can guide you through order placement, platform navigation, and account actions in real-time, ensuring minimal disruption to your trading activities.

Email Support Services and Response Protocols

Email support is ideal for detailed or complex queries requiring documentation. South African clients can send emails to [email protected] for general help or [email protected] for account-related matters. Each email generates a ticket number for easy tracking.

Typical response times range from 2 to 4 hours on weekdays and 6 to 8 hours over weekends. More complicated technical problems may require longer investigation, with status updates provided at least every 24 hours. We prioritize emails by category to route them to the appropriate specialist team.

Email Support Categories and Routing

Our system sorts emails into specific departments: market analysis, platform development, or compliance teams. This ensures your inquiry reaches the experts best equipped to handle it. Include your account details, a clear description of the issue, and attach files such as screenshots or trade reports. The maximum attachment size per email is 25MB.

Priority Email Handling Procedures

For urgent trading issues, mark your email subject with “URGENT TRADING ISSUE” to activate expedited processing. Priority emails receive a response within 30 minutes during active market hours. Emergency situations like order execution failures or platform outages qualify for this service. Our emergency team can apply protective measures to your account immediately if needed.

Phone Support and Direct Communication

South African traders can call our dedicated local number +27 11 568 2000 for instant assistance. This connects you directly to specialized support agents trained in trading platforms and account services. The phone system includes a callback feature for times of high call volume.

Phone agents can access your account details securely, enabling them to guide you through platform configuration, order placement, and security procedures in real-time. This direct communication reduces resolution times significantly compared to asynchronous methods.

Phone Support Operating Hours

Phone support is open Monday to Friday, from 08:00 to 17:00 SAST. During major market events, extended hours ensure additional coverage. Outside these times, callers may schedule callbacks or be directed to our 24/7 live chat for urgent matters.

WhatsApp Business Integration

Our WhatsApp Business channel offers instant messaging support for South African traders. Save +27 82 555 0199 in your contacts and send a message with your account number to begin. This channel supports voice notes, document uploads, and screen sharing for comprehensive assistance.

Conversations use encryption compliant with South African data privacy laws. Response times average 15 minutes during business hours, with automated replies handling peak periods. WhatsApp also delivers trade confirmations, balance updates, and platform announcements.

Users can customize notification settings via the client portal or by contacting WhatsApp support directly. This channel is particularly useful for quick clarifications or document submissions without needing a formal email.

Self-Service Support Resources

We offer an extensive knowledge base accessible through the client portal. This resource contains over 200 articles tailored to South African traders, covering platform features, trading tips, and regulatory information. The database includes search and filter options for easy navigation.

Our library features video tutorials with step-by-step demonstrations of order placement, chart tools, and risk management functions. Each tutorial comes with downloadable PDFs and clear screenshots for offline use.

• Platform installation and setup instructions
• Account verification requirements for South African clients
• Trading instrument details including margin and leverage
• Deposit and withdrawal methods with processing times
• Local regulatory compliance information

Interactive Platform Tutorials

Interactive tutorials simulate live trading in a risk-free demo environment. They guide users through placing trades, analyzing charts, and managing portfolios. Completion unlocks access to advanced modules on automated trading, custom indicators, and portfolio optimization.

The system tracks progress and suggests personalized learning paths based on your trading behavior. These tutorials enhance platform proficiency and support informed trading decisions.

Technical Support and Platform Assistance

Our technical team addresses issues related to platform installation, connectivity, and configuration. We support all FXPro platforms: MetaTrader 4, MetaTrader 5, cTrader, and FxPro Edge. Each platform has dedicated specialists familiar with its unique tools and common troubleshooting steps.

Remote diagnostic tools allow agents to analyze your platform setup securely, often resolving problems without requiring software reinstallation. You maintain control of remote sessions and can end them at any point.

Remote Diagnostic Services

With your consent, agents use secure connections to review platform performance and network status. This process detects errors, optimizes settings, and ensures stable connectivity for uninterrupted trading.

Platform Update and Maintenance Support

We provide advance alerts for planned updates and maintenance, including expected downtime and affected features. Notifications are sent via email and platform pop-ups tailored to South African clients’ local time.

Critical updates are deployed swiftly to maintain security and performance. Our technical staff monitor platform health continuously and can execute emergency fixes with minimal service interruptions.

Account Management and Documentation Support

Our account management team assists South African clients in verification, document submission, and compliance with local trading regulations. Document processing typically completes within 24 to 48 hours, with regular status updates provided.

Accepted ID includes South African IDs, passports, and driver’s licenses. Proof of address must be recent (within three months) and may include utility bills or bank statements. Documents are uploaded securely through encrypted portals that validate file format and quality automatically.

If documents are rejected, detailed instructions for correction are provided. The team also handles withdrawal requests, deposit confirmations, and banking integration. We maintain solid partnerships with major South African banks to streamline fund transfers and reduce delays.

Account management queries can be submitted via email, phone, or live chat. We recommend using the Contact Us feature regularly to ensure your documents and account settings are up to date.