How to Contact XM Support: Live Chat, Email & Phone

Whether you have questions about trading, encounter technical issues, or need to update your account details, XM offers multiple contact channels to assist you. Choosing the right method for your specific enquiry will help you resolve issues quickly and efficiently.

This guide covers the four main contact methods XM provides — Live Chat, messaging apps such as LINE, email, and phone — including their key features, suitable use cases, operating hours, and step-by-step instructions.

If you need a fast resolution, Live Chat or a messaging app that supports screenshot sharing will get you the quickest results. For enquiries involving personal data, however, email is strongly recommended for its higher level of security. XM’s support team is fully available in English, so you can communicate and resolve issues with complete confidence.

For efficient problem resolution, it’s important to select the contact channel that best matches your type of enquiry. The list below outlines the most suitable use cases for each contact method. Even if you haven’t yet registered with XM, you can reach XM customer support through any of these channels.

XM’s customer support team receives a high volume of questions about market analysis, trading strategies, indicator usage, and financial fundamentals. While agents do their best to assist, explaining these complex topics through text or brief conversations alone may not be sufficient for a thorough understanding.

Inside the XM Member Area, you’ll find a comprehensive video learning course covering everything from financial fundamentals and technical analysis through to advanced trading strategies. The course is free for all XM members and is organised into 7 main categories with over 40 lessons, all available to study at your own pace.

To access the course, navigate to “More” in the left-hand menu of the XM Member Area, then select “Education” → “Knowledge Videos”. You’ll find the full library of structured video content with over 40 lessons ready to watch.

The support team also receives a significant number of questions about market conditions. However, in line with the principle that “all investment decisions should be made independently,” agents are unable to respond to this type of enquiry.

For this reason, XM regularly hosts exclusive online Forex webinars for traders and publishes up-to-date market news, helping even beginner investors build knowledge and confidence. XM’s Forex webinars are completely free for all XM members. Instructors teach in English throughout, and you can interact with them directly and ask questions about Forex during the session.

To join a webinar, go to the main menu in the XM Member Area and select “More” → “Education” → “English Advanced Room”.

Before contacting XM customer support, we recommend visiting the XM Help Centre. It contains a well-organised library of frequently asked questions and answers covering platform usage, deposit and withdrawal queries, account settings, and much more.

In many cases, the answer to your question is already available in the Help Centre, which is accessible 24 hours a day. Checking there first can save you time and help you resolve issues even faster when you do reach out to support. You can also use the search function to quickly find information related to specific keywords.

XM’s Live Chat service is the ideal contact channel for issues that need rapid resolution — such as how to use the trading platform or how to deposit and withdraw funds. With built-in file and screenshot sharing, it’s easy to troubleshoot complex operational issues visually. English-speaking agents are available directly 24 hours a day on weekdays, and between 08:00 and 19:45 on weekends and public holidays. Outside these hours, the chat is handled by an automated system that can provide basic information and resolve simple queries. Live Chat is also available to non-account holders. Below, we walk you through how to access and use the Live Chat service step by step.

Once connected, the chat window will appear. Type your question in the field at the bottom and click the “ ” icon to send. During Live Chat hours, the system may initially respond via an AI bot. To connect with a live agent, select a category from the bot’s suggestions, then navigate to “Other” → “Talk to an Agent”.

To end the conversation, click the “×” button in the top-right corner of the chat window. When the confirmation message “Do you want to end this conversation?” appears, click “Close”.

Once the Live Chat session ends, a customer satisfaction survey will appear. Please rate the agent’s service and click “SEND” when done.

Once the Live Chat session ends, the window will close automatically. You can start a new chat at any time using the same process.

XM offers support through popular messaging apps you already use — including LINE, WhatsApp, and Telegram — making it even more convenient for members to get in touch. Simply add XM’s official account and you can start chatting with a support agent straight away.

Just like XM’s Live Chat, you can share screenshots or URLs to clearly illustrate any issues on your trading screen or queries about platform usage. Your chat history is also saved, so you can easily refer back to previous conversations whenever needed.

English-speaking agents are available directly 24 hours a day on weekdays, and between 08:00 and 19:45 on weekends and public holidays. You can access the service conveniently from your smartphone. Below, we explain how to add XM’s official account on each messaging app.

Contacting XM by email is the most appropriate method for sensitive matters involving personal information or account details. You can securely raise issues such as registration detail changes, identity verification document submissions, deposit/withdrawal verification, and other privacy-related matters through XM’s highly secure communication environment.

Email enquiries allow you to organise the details of your question clearly and attach relevant files or screenshots. An important added benefit is that all correspondence is kept on record, giving you a written trail you can refer back to at any time.

XM’s email support accepts enquiries 24 hours a day, and you’ll receive a response from a specialist agent within 1 business day. If you submit an email over the weekend, your case will be picked up from Monday morning — the next working day. Below, we explain how to use XM’s email support service step by step.

Once the email form opens, first select which department you’d like to contact — Customer Relations or the Verification Department. Choose Customer Relations for general enquiries about account details or deposits and withdrawals. Choose the Verification Department for matters involving personal information such as email address, residential address, or phone number changes.

After selecting the relevant department, fill in your name, email address, and message. Attach any files if applicable. If you already have an XM account, including your trading account number in the message will help speed up the resolution process.

After submitting the email form, an automatic “Support Request Notification” will be sent to your email address. XM will then review your enquiry, and you’ll receive a reply from the relevant department within 1 business day.

XM offers telephone support to ensure members can get the help they need quickly. Speaking directly with an agent means you’ll receive immediate answers. In this section, we cover the features of XM’s phone support service and explain how to use it.

Phone support is best suited for situations where explaining something in writing is cumbersome, or when you simply need a quick answer. Speaking directly with an agent allows for clear, real-time communication and a deeper understanding of the issue at hand.

For complex technical issues, enquiries that require screen sharing, or matters involving personal information, please consider using one of XM’s other contact channels.

Service on Mondays begins at 08:00. XM’s support agents are able to communicate in English, so you can get help with confidence and without any language barrier.

In addition to calling directly, you can also request a callback from XM through the Live Chat service. This allows you to specify your preferred time and phone number so that an agent can call you back at your convenience.

Phone support is best suited for straightforward questions that require an immediate answer and is not ideal for complex enquiries. Please also be aware that XM support agents are unable to provide investment advice or market forecasts.