Use the FXTRADING.com Service Hub to search for help, create and track support tickets, and download supported trading platforms and applications.
What if I cannot continue or resubmit verification?
Use the Verification flow in your Client Portal for Proof of Identity (PoI), face or liveness verification, and Proof of Address (PoA). Follow the instructions shown there.
If the Verification flow no longer allows another submission, sign in to the Client Portal.
Open Service Hub from the left-hand navigation.
Select Create Ticket.
Choose Account Verification. Select Invalid proof of identity document or Invalid proof of residence document when the displayed message matches your issue; otherwise choose Other for a general reset or reopen request.
Ask the Customer Support Team to reset or reopen your Verification flow. Include the verification step and the exact message shown.
Do not attach or upload copies of your identity document or Proof of Address to this ticket. Do not send them through email or Live Chat. If FXTRADING.com specifically asks for other additional supporting evidence, upload only those requested supporting documents through the Verification ticket. After the flow has been reset, return to the Verification section in the Client Portal and complete the requested identity, face or liveness, or address-verification step there.
What can I do in the Service Hub?
The Service Hub provides access to:
Search help: Enter a question or keyword to find relevant Help Center articles.
Create Ticket: Submit a structured request when your issue requires account-specific review, supporting information or follow-up.
My support tickets: View, search and manage submitted tickets, including tickets that are being processed and tickets that have been resolved.
Download Center: Download the available versions of MetaTrader 4 and MetaTrader 5 for iOS, Android, Windows and macOS. Android APK files are also available when displayed.
When should I create a ticket?
Create a ticket when the issue requires investigation, supporting documents, screenshots, transaction or order references, or progress updates. The following categories are available:
Payments
Transaction Type: Deposit; Withdrawal; Internal Transfer; Refund
Account and Security
Change personal information: Update Legal Name; Residential Address
Change security type: 2FA Method Update; Credential Reset
Account access issue: Account Locked; Unrecognized Device
Regulation & Legal: KYC Verification
SMS & Emails: Preferences
FXTRADING.com Platforms
Available Infrastructure: FXTRADING.com Web Terminal; FXTRADING.com Trade App; MetaTrader platforms; Portfolio investment management
Account Verification
Document Verification Issue: Invalid proof of identity document; Invalid proof of residence document; Other
Trading
Trading Inquiry Type: Execution Discrepancy; Margin & Leverage Inquiry; Spread & Pricing Query; Swap & Rollover Issue
FXTRADING.com Programs
Affiliate rewards: Loyalty program inquiry
IB programs: Partner personal area navigation
VPS
Technical Issue: Terminal updates; High ping
Access to VPS: Password issue; Unable to login
More: Software/language installation; Other
Before creating a Payments ticket, check the relevant transaction or funding history in the Client Portal. If the current status and available Help Center guidance answer the question, you may not need to submit a ticket.
How do I create a ticket?
Sign in to the Client Portal and open Service Hub.
Select Create Ticket.
Choose the category that best matches your request, then select its subcategory group and specific issue.
Describe what happened and the result you expected.
Add the relevant account, order or transaction reference when requested.
Upload a screenshot or supporting file when it is needed and safe to provide.
Review the information and submit the ticket.
Open My support tickets to follow its status and view replies.
Submit one ticket for the same issue unless the Service Hub instructs you otherwise. Additional information can be added to the existing ticket while replies are available.
How do I manage an existing ticket?
In My support tickets, you can:
search by ticket subject or ticket ID;
filter tickets by status or creation date;
open a ticket to view its category, status, messages and attachments;
send additional text, images or files while the ticket remains open for replies; and
review completed or resolved tickets.
A resolved ticket is read-only. If a different issue occurs, create a new ticket using the category that matches the new request.
Why should I use a ticket?
Use a ticket for every issue covered by the categories above. A ticket keeps the category, references, attachments, updates and specialist follow-up in one record. After submitting it, monitor My support tickets instead of opening a separate chat for the same issue.
Use Live Chat only if you cannot sign in to the Client Portal or access Service Hub, or if you suspect account compromise, unauthorised access, an unauthorised transaction or active trading exposure and need immediate human support.
What should I include?
Provide only the information needed to locate and understand the issue, such as:
the affected account, order, ticket or transaction reference;
the date and time of the issue, including time zone;
the action you attempted;
the exact status, warning or error shown;
the platform, application version and device, when relevant; and
a screenshot with unrelated personal information hidden.
Never provide your password, one-time code, full card number, card security code, private key or recovery phrase. Use the secure upload control in the Verification flow in the Client Portal when supporting evidence is required.