Contact XM

Contact XM provides traders with multiple reliable channels to reach the support team 24/5, including live chat, email, and phone assistance. Whether it’s technical issues or account-related inquiries, XM ensures timely and professional help for every client.

Fast and efficient customer service is a vital part of any trading experience. XM takes pride in offering multilingual support across various platforms, ensuring users can get assistance when they need it most. Let’s break down all the ways you can get in touch with XM and what to expect.

What Are the Official Ways to Contact XM?

XM offers official support through live chat, email, phone, and internal contact forms—accessible via its website and client portal. These channels are designed to help clients resolve issues related to account access, trading execution, verification, and platform navigation. XM prioritizes fast, multilingual service to accommodate its global user base.

What Communication Channels Does XM Broker Provide?

XM provides several verified contact options:

Live Chat:
- Real-time assistance directly on the XM website.
- Ideal for urgent issues such as login problems or order execution delays.
Email Support:
- Main support address: [email protected]
- Best for detailed inquiries, complaints, or document verification.
- Users should include account ID, issue details, and any supporting screenshots.
Phone Support:
- International number: +357 25029933
- Available during trading hours (24/5).
- Suitable for verbal clarification or escalated issues.
Contact Form:
- Found in the “Contact Us” section or the Client Area.
- Allows for structured inquiries with file attachments.

Is Live Chat Support Available on XM’s Website?

Yes, live chat is available 24/5 on XM’s official website and is one of the fastest ways to reach support.

Availability: Monday through Friday, aligned with market hours.
Average response time: 30 seconds to 2 minutes.
Supported languages: English, Vietnamese, Spanish, Arabic, Thai, and others during regional support hours.

Users can select their preferred language from the chat window and speak with a regional representative if available.

Can I Contact XM Through My Client Portal?

Yes, you can submit support requests directly through your XM Client Portal.

Navigate to the Members Area.
Use the Support/Contact section to open a ticket.
Fill in the inquiry type, account number, and description.
Upload files (e.g., ID documents or screenshots) if needed.

This internal system helps track issues and ensures the support team has your verified account context.

Does XM Provide Support in Different Languages?

Yes, XM offers multilingual support through localized teams in languages such as Vietnamese, Spanish, Arabic, Chinese, and more.

Language availability depends on time zone and staffing.
For common languages (e.g., English, Spanish), support is nearly continuous during market hours.
For regional languages like Vietnamese, support is usually offered during local business hours (e.g., 09:00–17:00 GMT+7).

You can request language-specific support via live chat or email and will be routed to the appropriate team when available.

See more XM trading products:

How Do You Contact XM Support for Fast Help?

You can contact XM support for fast help through live chat, email, phone, or the contact form within your client portal, each suited for specific types of inquiries and urgency levels. XM operates a responsive, multilingual support network available during trading hours (24/5), aiming to resolve technical, financial, and account-related concerns efficiently.

What Are the XM Support Email Addresses by Department?

XM has specialized email contacts depending on the nature of your request:

General Support: [email protected] For login issues, platform questions, and basic account inquiries.
Compliance Department: [email protected] For verification, document re-submission, or legal account matters.
Partnerships/IB: [email protected] For affiliate program inquiries, IB commissions, or marketing collaborations.
Promotions & Bonus Queries: Often handled [email protected] Include your account ID and specify the bonus campaign in question.

Always include your account number, clear subject line, and any relevant screenshots to speed up resolution.

Does XM Have a Dedicated Phone Support Line?

Yes, XM provides a dedicated international phone line for direct support.

Phone number: +357 25029933 (Cyprus HQ)
Availability: 24 hours/day, Monday to Friday (market hours)
Language support: Primarily English, with some regional language support depending on time and staff availability

This line is most effective for complex issues requiring immediate verbal interaction, but live chat is often faster for general cases.

How Do You Access XM’s Contact Form or Help Center?

You can reach XM’s help center and contact form through their official website or client portal.

Steps to access the contact form:

Visit www.xm.com
Scroll to the bottom of the homepage and click “Contact Us”
Fill out the form with:
- Name
- Registered email
- Subject
- Message description
- Optional file attachments

Alternatively, within the XM Members Area, go to the Support section to submit a help request directly (tracked via ticket system).

Expected response: Within 6–24 working hours, depending on the nature of the issue.

When Should You Contact XM Broker Support?

You should contact XM Broker support when facing time-sensitive issues like login failures, transaction errors, order execution problems, or verification requirements, especially when these impact your trading or account access. XM maintains a multilingual support team operating across global time zones, ensuring clients receive timely help based on urgency and region.

What Types of Issues Require Immediate Contact with XM?

Some issues demand prompt support to avoid trading losses or account disruptions:

Login problems: Inability to access MT4/MT5 or the client portal due to wrong credentials, server errors, or IP lockouts.
Failed withdrawals or deposits: Payment delays, incorrect transaction statuses, or blocked payment channels.
Order execution issues: Orders not being placed, partial fills, abnormal slippage, or platform freezing.
Verification or account restriction notifications: Messages indicating suspended functions due to missing documents or KYC reviews.

In these cases, live chat is the fastest way to initiate contact, followed by email for follow-up with attachments or proof.

Can You Contact XM to Resolve Bonus or Promotion-Related Questions?

Yes, you can contact XM support to resolve any questions related to bonuses or promotions.

To improve response time:

Include your account number
Specify the bonus type (e.g., $30 no-deposit bonus, deposit match, loyalty points)
Attach a screenshot if there’s an issue with credit not being applied
Use [email protected] or live chat to submit your request

Promotions may vary by region, so XM support will check eligibility based on your account location and status.

When Does XM Request Identity Verification During Support Interactions?

XM may request identity verification during certain key interactions to comply with Know Your Customer (KYC) regulations. These include:

First-time withdrawals: To verify the rightful account holder and prevent fraud.
Changes to account details: Email, phone number, or address updates.
Unusual login behavior: Access attempts from new devices or countries.
Inactivity reactivation: Accounts dormant for long periods may need re-verification.
Large fund transfers: Additional documentation may be required for compliance.

Required documents typically include a government-issued ID and proof of address dated within 3 months.

What Are XM’s Official Support Hours by Region?

XM operates 24/5 support based on global market hours, but language-specific availability may vary.

Global English support:
- Available continuously from Monday 00:00 GMT to Friday 23:59 GMT
Regional language support (e.g., Vietnamese, Spanish, Arabic):
- Follows local business hours, typically from 09:00 to 17:00 GMT+X, depending on region
- Example: Vietnamese support is active from 09:00 to 17:00 GMT+7, Monday to Friday

You can always start in English via live chat, then request redirection to a regional support agent if available.

What to Know Before You Contact XM Support

Before contacting XM support, you should gather all relevant account and trade information, understand expected response times by channel, and be aware of the tracking system XM uses to manage inquiries. Being prepared not only speeds up resolution but also ensures your issue is properly documented for follow-up or escalation if needed.

What Information Should You Prepare Before Contacting XM?

To help XM assist you more effectively, prepare the following details in advance:

Account ID: Your MT4/MT5 login number or client portal ID.
Trade ID or transaction number: If your issue involves a specific order or payment.
Screenshots or attachments: Visual proof of errors, platform glitches, or discrepancies.
Timeline of the issue: Date, time, and sequence of events to provide context.

Tip: Keep your communication concise but complete avoid general messages like “my trade was wrong” without specific order numbers.

How Long Does It Take to Get a Reply from XM?

XM’s response time depends on the support channel you use:

Channel	Response Time	Use For
Live Chat	Real-time (30 sec – 2 min)	Urgent issues, login problems, quick checks
Email	Up to 24 working hours	Document issues, formal complaints, bonuses
Phone	Immediate (queue-based)	Escalations, complex clarifications

XM operates 24/5 during trading days, so contacting during Monday–Friday ensures faster replies.

Does XM Provide a Ticket ID or Reference Number?

Yes, XM assigns a ticket or reference number when you submit an inquiry via email or the client portal.

This ID helps both you and XM track the request, especially if follow-up is needed.
You’ll typically find the ticket ID in the subject line or header of the reply email (e.g., [Request #456789]).
You can refer to this number in live chat or subsequent emails to resume the same case without starting over.

See more:

Can You Follow Up on an Unresolved Issue?

Yes, XM allows you to follow up and escalate unresolved support issues.

Live chat: Mention your existing ticket number and ask for an update or escalation.
Email: Reply to the same thread and request further clarification or a manager review.
Formal complaint: If the issue remains unresolved, you can submit a formal complaint to [email protected].

XM’s support team is structured to escalate technical, financial, or compliance issues internally if resolution is not achieved in the first contact.

With a dedicated support team available around the clock on trading days, XM makes it easy for users worldwide to get the help they need. Whether you’re a new trader with questions or an experienced user facing a platform issue, XM’s contact options are designed for convenience and clarity.