XMTrading offers live chat, email, and phone support, and we will explain our business hours in this article. At XMTrading, if you have any problems or questions, you can resolve them through the support center. When contacting support for the first time, there are many things that people who contact support for the first time do not know, such as what types of inquiries are available, how to contact them, and what questions they should ask. This is an article about where to contact XM when you want to contact them.
XMtrading
| Operating company | Tradexfin Limited Fintrade Limited |
| Head office location | Unit E, F28, Eden Plaza, Eden Island, Republic of Seychelles |
| Founding year | 2009 |
| Financial License | （FSA）SD010：Tradexfin Mauritius Financial Services Commission (FSC：)：Fintrade Limited Cyprus Securities and Exchange Commission (CySEC)：Trading Point of Financial Instruments Ltd |
| Language support | English、日本語、Malay、Thai |
| Platform | MetaTrader 4 (MT4)／MetaTrader 5 (MT5) |
| Service Countries | Over 190 countries |
| Number of users | Over 1 million accounts |
| Max Leverage | 1000x |
| Eligible products | Forex、Metal、Stocks、Equity Indices / Index CFD、Energy CFD、Commodities、Cryptocurrency |
How to contact XM Support
There are multiple ways to contact XM (XMTrading) support, and it is convenient to use the appropriate method depending on the urgency and content of the request. The official support content is available in Japanese, so even beginners can use it with confidence. Below is a list of how to use it. The service is free to use. Please also see the rules on the home page. If you wish, you can also call by providing your personal information.
1️⃣ Live Chat (Instant Response)
Benefits: Receive real-time responses, making it ideal for quickly resolving issues.
Response Hours: 24 hours a day, weekdays (check the official website).
Procedure:
Click the “Live Chat” button at the bottom right or top of the XM official website.
Enter your name, email address, and account number (if necessary).
Enter your issue in Japanese and submit.
Key Points:
Attaching screenshots to specific questions about EAs or platform operation will expedite the process.
2️⃣ Contact us by email
Benefits: Logs are kept, making it convenient for complex questions or when you need to attach documents.
Email address: support@xm.com
Procedure:
Briefly state your request in the subject line.
Include details in the body of the email (account number, MT4/MT5 type, and details of the problem).
Attach screenshots and logs as needed.
After submitting, wait for a response from support (usually within 24 hours).
Key Points:
Detailing the date and time the problem occurred and the circumstances surrounding the EA failure will help speed up the process.
3️⃣ Telephone support (English & Japanese language support)
Advantages: You can speak to an operator immediately, making it ideal for explaining complex situations.
Phone Number (Japanese): Check the official website (Japan numbers such as +81 are available).
Service Hours: Usually 24 hours a day, weekdays (check the official website).
Key Points:
Have your account number and personal identification information ready.
For EA and order errors, having logs and screenshots ready in advance will speed up the response.
4️⃣ XM official website support page
Pros: Extensive FAQs and manuals allow you to resolve issues yourself before contacting us.
Examples of content:
Account opening and deposits/withdrawals
Platform operation (MT4/MT5)
EA settings and troubleshooting
Information on trading conditions and bonuses
How to contact XM Support via chat
We’ve put together a step-by-step guide to contacting XM (XMTrading) support via chat, so even beginners can easily understand. Our international and Japanese staff will help you with everything from market information to tutorials. If you submit a request to the management, it will be responded to during business days.
Step 1: Access the XM official website
Open the XM official website in your browser
Look for the “Live Chat” button in the bottom right or at the top of the page
Step 2: Start Chat
Click “Live Chat”
In the pop-up screen that appears, enter the required information.
Name: Preferably the same name as your account holder.
Email Address: Your registered email address.
Account Number: The account number related to your inquiry (optional, but recommended).
Step 3: Enter Your Inquiry
Enter your problem or question in Japanese.
For example, “My EA isn’t working in MT4” or “My deposit isn’t reflected.”
Attach screenshots and logs if necessary.
For example, the EA error screen or MT4 expert log.
Step 4: Start Chat
Click the “Start” or “Send” button.
Wait until an XM support representative (Japanese-speaking) connects.
Available 24 hours a day, weekdays (check the official website for the latest updates).
Step 5: Important Notes During Response
When a Problem Occurs Accurately communicate the situation and time.
Confirm the EA and MT4 versions, account type, and chart settings in advance.
You can send additional screenshots during the chat.
Step 6: After the response is completed.
If necessary, save the response from the agent (screenshots or notes).
If the issue is not resolved, you can return to the chat and ask additional questions.
How to contact XM Support via LINE
I’ll summarize, to the best of my knowledge, how to contact XMTrading (XM) using LINE, including tips and tricks. I recommend it because it responds faster than email, even among desk staff. It’s a highly rated tool. They respond to users except during Christmas, the New Year holidays, holidays, and maintenance periods.
Access from smartphones
- Open the XM member page or official website on your smartphone.
- Tap the “?” icon (for calling help/support) in the bottom right of the screen.
- Select “LINE” from the options displayed.
- Launch the LINE app (or you will be prompted to install it if it is not installed) → Tap “Add friend” on the page that appears to add the official XM support account.
- Enter your inquiry on the chat screen and send it. You may be asked for your name, registered email address, account number, etc., so it will be smoother if you have these ready in advance.
How to link LINE from your PC to your smartphone
- Log in to your XM membership page on your PC.
- Click the “?” in the bottom right of the screen and select “LINE.” A QR code will appear.
- Scan the QR code with your smartphone and “add” the official XM LINE account as a friend.
- Then, make an inquiry via LINE on your smartphone. This acts as a bridge between PC and smartphone operations.
⚠️ Important points to note and when using
- LINE support’s response hours are listed as 8:00am – 10:00pm weekdays and 9:00am – 1:00pm weekends — outside of these hours you’ll either get an automated response or have to wait for a reply.
- Depending on the nature of your inquiry, support may ask for your account number and registered email address, so preparing notes and screenshots in advance will ensure a smooth response.
- When asking about technical matters, such as EA issues or platform settings, it’s helpful to also send screenshots and logs of the problem.
How to contact XM Support by email
We will summarize how to contact XM (XMTrading) support by email so that even beginners can easily do so. By sending an email to the address, you can ask anything about signals, financial products, and market prices.
1️⃣ Confirm your email address
XM’s official support email address is:
support@xm.com
2️⃣ Create an email
Email Subject: Briefly state your issue.
Examples: “EA not working on MT4” or “Deposit not reflected.”
Include necessary details in the body of the email:
Name (XM account holder)
Account Number
MT4/MT5 type and version (if inquiring about EAs or the platform)
Date and time of the issue
Specific details of the issue (attaching error messages and screenshots will expedite the resolution)
3️⃣ Send an Email
Once you’ve completed the form, send it to support@xm.com
Responses usually occur within 24 hours (may be delayed during peak hours or holidays).
4️⃣ Important Points to Remember When Emailing
Attach Screenshots and Logs
For EA or MT4/MT5 issues, attaching images of logs and charts will help us identify the cause faster.
Organize the problem chronologically.
Example: Launch EA → Order failed → Error message displayed → Spread and time of day at the time.
Specify your Contact Information
Include your email address and available hours so that we can respond promptly if we receive a response.
Keep the subject line concise.
A clear subject line, such as “Confirming Deposit Reflection,” is recommended.
How to contact XM Support by phone
Here is a simple summary of how to contact XM (XMTrading) support by phone. Since you can speak directly to an operator by phone, it is suitable for emergencies and resolving complex problems.
1️⃣ Check your phone number
XM’s Japanese support phone number is listed on their official website.
Example (official number for Japan as of 2025):
+81 3 4588 7548
Be sure to check the latest number under “Support Contact” on the official website.
2️⃣ Preparing for a Phone Inquiry
Preparing the following before calling will ensure a smooth response.
XM Account Number
Name (Account Holder)
Problem Details
If the EA has stopped or is experiencing issues with MT4/MT5, please provide the date and time of the incident, chart and log information, and any other relevant information.
Platform and version used
Prepare screenshots and logs as notes if available.
3️⃣ Phone Inquiry Procedure
Call the phone number
If prompted, select “Japanese Support”
Once connected to the operator, provide your account number and name.
Explain the details of the problem in a step-by-step manner.
Example: “My EA isn’t working in MT4” or “My order was not placed at XX/XX/XX.”
Follow the operator’s instructions to check and change settings.
4️⃣ Important Points to Remember When Calling
Explain the situation in detail.
If your EA has stopped, provide the MT4 version, EA name, time of stoppage, and error message.
Present your account number and name accurately.
Take notes as you respond.
Make sure to remember instructions and confirmations.
Be aware of the time of day.
Japanese support is available 24 hours a day on weekdays, but hours may be shorter on weekends.
Points to note when contacting XM Support
When contacting XM (XMTrading) support, there are a few things to keep in mind to ensure a smooth response. We will summarize the points that apply to all contact methods (chat, email, and phone).
1️⃣ Prepare your account information
- Account Number: Always have this ready.
- Account Name (Name): Match your registered information.
- Account Type/Platform: MT4 or MT5, Standard or Zero Account, etc.
If this is unclear, support may not be able to verify your account, which may result in a delayed response.
2️⃣ Clearly outline the problem
Provide a concise chronological summary of what happened.
Example: EA launch → order error → error message → date and time of occurrence
Attach screenshots and logs if possible
MT4/MT5 “Expert Log” and “Journal Log”
Capture of the error screen
3️⃣ Include information about your environment
- Platform type and version
- Account type (Standard/Zero/Micro/Kiwami)
- Trading instruments, time frames, lot sizes, leverage, etc.
This is especially important when there are problems with EA or automated trading.
4️⃣ Please be specific about your inquiry.
- It’s not just “It doesn’t work,” but
- “I launched the EA on MT4 at XX/XX/XX, but the order wasn’t placed and the log displayed ‘Not enough money.'”
- The more specific the problem, the easier it is to present a clear solution.
What to do if you don’t receive a reply from XM Support
If you don’t receive a reply from XM (XMTrading) support, it’s important to stay calm, check the cause systematically, and take appropriate action. Specific steps to take are summarized below.
1️⃣ Check your spam folder and email settings
If you contact us by email, our response may end up in your spam or promotions folder.
Solution:
Check all your email folders.
Add support@xm.com to your “safe sender” list.
2️⃣ Check if the inquiry details and information are complete
- XM Support’s response may be delayed if your account number, name, or issue details are unclear.
- Points to check:
- Are your account number and name entered correctly?
- Are the platform (MT4/MT5) and account type clearly stated?
- Are the date and time the issue occurred and the specific circumstances of the issue included?
- If any information is missing, add the necessary information and submit your inquiry again.
3️⃣ Change the contact method and contact them again
- If replies are slow, try other methods of contact: Method Benefits: Live chat: Get immediate answers, convenient for emergencies; phone: Talk directly to an operator, easy to explain even complex questions; LINE support: Easily contact via smartphone, and logs are kept.
- For smoother communication, summarize the information you sent via email and communicate it via chat or phone.
4️⃣ Check the official support page and FAQ
If your inquiry falls under a frequently asked question, you may be able to find a quick solution by checking the FAQ on the official website.
Examples:
Deposit/Withdrawal Reflection Time
Reasons Why EAs Don’t Work
Check Bonuses and Trading Terms
5️⃣ Understand the estimated response time
- Email: Usually within 24 hours (may be delayed during peak hours or on holidays)
- Chat: Available 24 hours a day, weekdays, in Japanese
- Phone: Available 24 hours a day, weekdays (Japanese support may be limited by certain hours)
If it’s urgent, it’s effective to send an email and then follow up via live chat or phone.
6️⃣ Keep a record
- Save inquiry dates and times, submission details, logs, and screenshots.
- Present your previous inquiry details when making a follow-up inquiry, speeding up your response.
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