Client Support Information
Product Inquiries and Service Numbers
1800 109 751
New Zealand Tel:
0800 444 635
1800 109 751
1800 195 619
Fax (New Zealand)
0800 450 209
1800 109 751
Self Help Portal
Have Questions? Choose from the links below to view the self-help portal topic:
When is it appropriate to call the trading phone number?
All FXCM clients are encouraged to call the trading desk under the following conditions:
- No immediate access to the Internet
- Trader fails to receive a confirmation on an order placed online
- Internet failure or failure to connect to the FXCM server
For any other inquiries that are not trade related, please call FXCM's client support staff, available 24 hours a day, to assist you at 1800 109 751.
What if the trade was executed incorrectly?
If you believe that a trade was executed incorrectly, please contact the Sales and Client Services Support Desk immediately. Make sure that you have on hand all information pertaining to the trade including: ticket number, time of the trade, and nature of the problem. The trade will be audited, and, when necessary, an adjustment will be made in a timely manner.
FXCM utilizes state-of-the-art encryption, authentication protocols, and one of the best firewall protections to ensure that every transaction and client record is completely authenticated and secure. FXCM employs backup systems and contingency plans to minimize the possibility of system failures. If there is a problem with our server, all open trades, stop orders, and trading histories are saved on our backup files. All orders are GTC by default.
Phone Trading Etiquette
Notice to MT4 clients using the Boston Technologies platform:
Clients using the Boston Technologies MT4 software may ONLY request the following phone trading services:
- Close a trade
- Create a stop loss
- Create a take profit
These restrictions do not apply to clients using the new FXCM MetaTrader 4 software.
Am I using the Boston Technologies MT4 software?
Open your MT4 software. Then look in the title bar in the top left corner of the platform (above the main menu). You will see your account number followed by the Boston Technologies ("BT") platform name (e.g. 12345: FXCM MetaTrader 4 powered by BT).
To place a trade or an order via the phone:
- Trader: When calling the trading desk, the trader should specify at the outset the type of account they are trading with.
- Trading Desk: "May I have your account number, please?"
Trader: "My account number is 55555."
- Trading Desk: "May I have your login ID, please?"
Trader: "My login ID is 55555."
- Trading Desk: "May I have the answer to your security question, please?"
Trader: "The answer to my security question is Mulberry Street."
- Trading Desk: "May I have the name on this account, please?"
(The Trading Desk Agent asks this question in order to verify that the caller is indeed the account holder.)
- Trader: "I would like to go long at market, 3 lots of USD/JPY."
Trading Desk: "Filled at 106.65."