Contact Methods FXTM
FXTM Contact Us
FXTM Malaysia provides multiple support channels for traders:
- Main support phone
- Support email
- Live website chat
- Messaging apps (WhatsApp, Telegram, Facebook)
- Online feedback form
- Personal account manager
Support Operation Hours
Our support team is available:
• Monday-Friday: 24/5
• Saturday: 11:00-16:00 (GMT+8)
• Sunday: 12:00-20:00 (GMT+8)
Multi-Language Support Team
FXTM Malaysia employs a diverse support team fluent in multiple languages including English, Malay, Mandarin, and Tamil. Each support representative undergoes rigorous training in both technical knowledge and cultural sensitivity. Language preferences can be set in your account profile for consistent communication. Translation services are available for written communications and documentation. Regional support teams are assigned based on language preferences and time zones.
Educational Support Resources
The educational support department provides specialized assistance for traders utilizing FXTM’s educational resources. Support includes webinar technical assistance, educational material access, training program enrollment, and workshop registration. Dedicated education coordinators help traders navigate through various learning paths and provide guidance on course selection. Technical support for educational platform access is available during extended hours.
VIP Client Support Services
Clients maintaining accounts above MYR 21,300 receive access to VIP support services. This includes a dedicated VIP support line, priority email handling, 24/7 personal account manager availability, and expedited verification processes. VIP clients receive regular market updates, personalized trading insights, and priority access to new features and products. Special event invitations and exclusive webinar access are also provided.
Response Time Statistics
| Contact Method | Average Response Time | Support Language |
| Phone Support | 2-3 minutes | English/Malay |
| Email Support | 2-4 hours | English/Malay |
| Live Chat | 30 seconds | English/Malay |
| 5-10 minutes | English | |
| Telegram | 5-10 minutes | English |
Complaint Resolution Process
For filing complaints:
- Send written complaint to email
- Include account number and issue details
- Attach supporting documents
- Expect response within 48 hours
- Escalation options available if needed
- Follow up through account manager
- Track complaint status online
Priority Support Services
Clients with accounts over MYR 2,130 receive:
• Dedicated account manager
• Priority request processing
• Extended support hours
• Individual consultations
• Expedited withdrawal processing
• Direct phone line access
• Custom trading solutions
Mobile Trading Support
Mobile trading support specialists assist with mobile app installation, configuration, and troubleshooting. Services include device compatibility verification, push notification setup, and mobile security optimization. Support for multiple device synchronization and cross-platform trading is available. Regular app performance monitoring and update assistance ensure smooth mobile trading experience.
Corporate Client Support
Institutional and corporate clients receive specialized support through dedicated corporate account managers. Services include custom reporting, bulk transaction processing, and specialized platform integration. Corporate support includes legal documentation assistance, compliance consultation, and corporate structure verification. Priority handling for corporate client inquiries ensures minimal disruption to business operations.
Security Support Protocol
Account security team provides immediate response to security concerns including suspicious activities, unauthorized access attempts, and password reset requests. Two-factor authentication support, IP whitelist management, and security setting optimization are available. Regular security audits and vulnerability assessments are conducted with client notification protocols in place.
Platform Integration Support
Technical specialists assist with MetaTrader 4/5 platform integration, custom indicator installation, and automated trading system setup. Support includes API connection troubleshooting, Expert Advisor optimization, and custom script debugging. Platform compatibility issues and performance optimization receive priority handling. Regular system health checks and performance monitoring are provided for active traders.
Payment Support Services
The payment support team handles all deposit and withdrawal related inquiries. Services include payment method verification, transaction tracking, and fee consultation. Specialists assist with payment gateway integration, alternative payment methods, and transaction dispute resolution. Support for local bank transfers and currency conversion issues is prioritized for Malaysian clients.
Technical Support Assistance
For technical issues resolution:
• Check FAQ section first
• Use live chat for immediate help
• Send error screenshots
• Follow support team instructions
• Check system requirements
• Update trading platforms
• Clear cache and cookies
• Reinstall if necessary
Account Verification Support
When contacting support for verification:
• Prepare valid ID
• Recent proof of address
• Bank statements
• Additional documents as requested
• Ensure clear document copies
• Follow size requirements
• Submit through secure portal
• Track verification status
Frequently Asked Questions
Standard processing time is 24 hours. Accounts with balance over MYR 21,300 qualify for expedited processing within 1-2 hours. Delays may occur during peak periods or if additional verification is required.
Yes, support is available in both English and Malay through all channels during operating hours. Dedicated Malaysian-speaking account managers are assigned to accounts above MYR 2,130.
Personal account managers are assigned to all clients with deposits from MYR 2,130. Contact support to request assignment. Account managers provide personalized assistance with trading, technical issues, and account management.
