HF Markets has a live chat and telephone support center, so we will provide you with information and explanations. For example, if you are unable to log in to your personal page or trade, you will definitely need to rely on the support center when you are in trouble. We will explain the support center’s response times and methods.
HFM Basic Information
| Company Name | HF Markets（SV） Ltd. |
| Year of establishment | 2010 |
| Service Overview | A large brokerage providing services in over 180 countries worldwide with millions of registered accounts |
| Financial products handled | Foreign Exchange (FX), Stock Indices/Commodities, Stock CFDs/Cryptocurrencies |
| Trading Platform | MetaTrader 4（MT4）、MetaTrader 5（MT5） |
| Maximum Leverage | 2,000x |
| User Support | Multilingual support |
| Financial License | ✔ FCA (UK, Financial Conduct Authority) ✔ FSCA (South Africa) ✔ DFSA (Dubai) ✔ FSA (Seychelles) |
| Deposit and Withdrawal Methods | Bank transfer Credit/Debit card (VISA/Master/JCB, etc.) bitwallet / BXONE / Binance Pay / Cryptocurrency |
| Account Type | Cent Account Premium Account Pro Account Zero Account Top-up Bonus Account |
Overview of How to Contact HFM (HotForex)
Here’s a clear overview of how to contact HFM (HotForex). HotForex is an international FX broker, and support is provided through multiple channels.
Contact via the Official Website
Support Page
You can contact HotForex through the “Support” or “Contact Us” pages on their official website.
Inquiry Form
Fill in the required information in the email form and submit it.
Required Information: Name, Email Address, Account Number (if applicable), Inquiry Content
Responses will be sent to your registered email address.
Email Inquiries
Customer Support Email Address
General Inquiries: support@hotforex.com
Japanese Support: Check the official website for Japanese support.
Key Points
Include your account number in the subject line for a smoother response.
Write your inquiry concisely and specifically.
Live Chat
Inquiries can be made immediately via the live chat button at the bottom right of the HotForex official website.
Advantages
Immediate response
Japanese-speaking staff may be available.
Caution
Wait times may occur during busy periods.
Telephone Support
International telephone support is also available.
Phone numbers are listed on the HotForex official website and vary by region.
Calls from Japan may require international calls, so please confirm rates in advance.
Social Media
HotForex also provides information on Facebook, Twitter, Telegram, etc.
More suitable for information gathering than inquiries.
Frequently Asked Questions (FAQ)
We have compiled HotForex (HFM) frequently asked questions (FAQs) by category. This section focuses on general inquiries in Japanese.
Account-related
Q: How long does it take to open an account?
A: After submitting your documents, your account is usually approved within 24 hours. It may take longer if your documents are incomplete.
Q: What types of accounts are available?
A: We offer Micro, Premium, and Zero Spread accounts. Trading conditions and minimum deposit amounts vary.
Q: Can I have multiple accounts?
A: Yes. While your personal information and documents may be the same, you can set different trading conditions for each account.
Deposits and Withdrawals
Q: What deposit methods are available?
A: We offer bank transfers, credit cards, and e-wallets (Skrill, Neteller, etc.).
Q: How long does it take to withdraw funds?
A: E-wallets are processed within 24 hours, while bank transfers take approximately 1-3 business days.
Q: Are there any withdrawal fees?
A: E-wallets are often free, but bank transfers may incur bank fees.
Trading
Q: What trading platforms are available?
A: MetaTrader 4 (MT4) and MetaTrader 5 (MT5) are available.
Q: Can I use a demo account?
A: Yes. You can use up to $100,000 worth of virtual funds for free.
Q: What leverage is available?
A: You can choose up to 1:1000 (depending on your account type and regulatory status).
Bonus Campaigns
Q: Are there any deposit bonuses?
A: Campaigns vary from time to time. You can check the “Promotions” page on the official website.
Q: Can I withdraw my bonus?
A: The bonus itself cannot be withdrawn, but profits earned from trading using the bonus can be withdrawn.
Support/Inquiries
Q: Is support available in Japanese?
A: Japanese support is available via email and live chat.
Q: How long does it take to receive a response to an inquiry?
A: Emails are generally responded to within 24 hours, and live chat is generally responded to immediately.
Live Chat Inquiry Procedure
Here is a step-by-step summary of the HotForex (HFM) live chat inquiry procedure.
Access the Official Website
Access the HotForex official website.
Make sure the live chat icon (chat bubble) is displayed in the lower right corner of the page.
Launch Live Chat
Click the chat icon to open the chat window.
Click “Start Chat Now” or “Live Chat.”
Enter Required Information
Name (First Name / Last Name)
Email Address
Account Number (if applicable)
Language (Select Japanese if available)
⚠️ Entering your account number will allow our support team to respond smoothly based on your account information.
Enter Your Inquiry
Write concisely and specifically.
Example:
“The amount I deposited has not been reflected in my account.”
“I can’t log in to MT4.”
You may be able to attach screenshots if necessary.
Receive a Response
A support staff member will respond to you via chat.
If there is a staff member who can speak Japanese, you can communicate in Japanese.
You can receive instructions and guidance via chat until the issue is resolved.
End Chat
Once the issue is resolved, close the session with the “End Chat” button.
If necessary, you can also keep a record of the chat by emailing the contents.
Using the Inquiry Form and Email
Here’s how to use the inquiry form and email when contacting HotForex (HFM).
Using the Inquiry Form
Steps
Access the Official Website
Go to the “Support” or “Contact” page on the HotForex official website.
Open the inquiry form.
Click the “Contact Us” or “Submit a Request” button.
Enter the required information.
Name (First Name / Last Name)
Email Address
Account Number (if you have an account)
Inquiry Details (Detailed and Specific)
Attachments (Screenshots, etc., if necessary)
Submit
Click the “Submit” or “Send” button.
Receive a Response
You will receive a response from support at the email address you registered.
Responses are typically received within 24 hours (may be delayed during peak periods).
Email Inquiries
Procedure
Open your email client
Enter your HotForex support email address in the To field.
General inquiries: support@hotforex.com
Check the official website for Japanese-language emails.
Make the subject line clear.
Example: Regarding unsettled deposit (Account Number: 123456).
Fill in the required information in the body of the email.
Name, account number, and details of the issue.
Attach screenshots or other evidence if available.
Submit
We typically respond within 24 hours of submission.
Key Points
Inquiry forms and emails are convenient for troubleshooting, as they keep a record.
Inform your account number and detailed information first for a smoother response.
In urgent cases, live chat provides immediate support.
HFM Support Desk Business Hours
Here’s a summary of the key business hours and response times for the HFM (formerly HotForex) support desk (inquiry desk). 👇
🕐 Basic Business Hours (General)
✔︎ HFM support is generally available only on weekdays (Monday through Friday) and is not available 24/7.
*The support desk is often closed on weekends (especially Saturdays and Sundays).
Reception Hours: 24/7
You can send an email anytime, but responses will be processed during weekday business hours.
Response time: Usually within 24 hours (replies during business hours on weekdays)
Example email address: support@hfm.com (Japanese support may be available)
💬 Live Chat (Online Chat)
Weekday support only
General response times (approximate)
Winter time (Standard Time): Approximately 3:30 PM – 12:00 AM
Summer time (Daylight Saving Time): Approximately 2:30 PM – 11:00 PM
*Summer and winter times correspond to daylight saving time in Europe and the United States.
⚠️ These hours are examples of Japanese support hours. English support may be available 24 hours a day (weekdays).
☎️ Phone Support
Phone support is often by appointment (callback system).
If you call directly, please schedule your call to coincide with a support hour.
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