FxPro Support: Where to Turn and How to Describe Your Issue

Where to Start: The Official Help Section

The first step is to open the official help section. It is grouped by topics: account, verification, deposits and withdrawals, security, and platform questions. Support is stated as 24/5, but you should check current contacts on the official contact page, not in regional phone lists that may be outdated.

If you have not yet determined which account is causing the issue, first look at the login page: the FxPro Direct login and the trading platform login are different contexts. This significantly reduces back-and-forth: it is easier for a specialist to respond when you name the specific service.

What to Prepare Before Contacting Support

The more specific your description, the fewer clarifying rounds are needed. Gather a brief set of data in advance:

• account number (from FxPro Direct or from the email confirming its opening);
• account type and platform that the question relates to;
• exact time of the event including time zone;
• transaction ID if the question concerns a payment;
• screenshot or error text. without personal documents.

Do not send your password, verification codes, or ID scans on your own initiative. Documents follow a different process: verification goes through FxPro Direct, and the requested document appears in the service itself. This is the officially described path. through registration, the My Profile / Upload documents section in FxPro Direct, or the account area in the app.

Account, Direct, Platform: Where the Problem Belongs

Login errors and settings questions often relate to different systems, and this should be stated in your request. According to the description of FxPro Direct and Wallet, Direct is the account management area, while the trading platform login is a separate context. Resetting the trading account password is available from the Accounts section in Direct.

For cTrader the logic is different: the cTrader ID (cTID) exists separately from FxPro Direct credentials and can link multiple demo and real accounts. Resetting the cTID password is described at id.ctrader.com/reset, as stated on the cTrader help page. If you are writing about cTrader, specify that it concerns the cTID. otherwise your request may go to the wrong process.

A question about instruments and order settings, such as QuickTrade with one-click or double-click trading, relates to the platform itself. Check this setting before contacting support if an order opened earlier than you expected.

Payments: Wallet, Deposits, and Withdrawals

It is convenient to describe financial questions in the order funds move. Wallet is the central funding hub, from which funds can be transferred between trading accounts. If currencies differ, conversion may apply. When the question concerns a deposit or withdrawal, specify the method, currency, amount, and request status.

Regarding the minimum deposit, the published FAQ for a Standard account does not state a fixed broker minimum: practical limits are set by the payment method and available margin. A published recommendation of USD 1,000 is not a mandatory minimum. Keep this distinction in your request to avoid comparing incomparable things.

If the question concerns commissions, formulate it for the specific account. For Raw+, the commission is charged per lot per side on applicable FX instruments, and in cTrader, per USD 1 million turnover per side on FX and metals. These are different models, and they should not be confused in your request. The general logic is described on the fees page.

Country and Legal Entity Before Opening an Account

Before registering, it is useful to understand which entity you will be contracting with. The Russian language of the interface is a language, not confirmation of service availability in Russia; the same applies to French and Spanish. Country conditions and requirements depend on your place of residence and the specific legal entity.

Check this using official sources: regulatory pages and documents shown during the registration process. If the entity displayed during account opening differs from what you expected, this is a reason to ask support before depositing funds. Additional context is on the regulation page, and the sequence of steps is on the registration page.

At the same time, do not expect support to confirm availability for a specific country upon request in correspondence. Information about which entity serves your jurisdiction should be sought in official documents, not in third-party reviews.

How to Write a Clear Problem Description

A good request consists of four blocks: what you did, what you expected, what happened, and what you have already tried. Example structure:

• Context: account type, platform, Direct or cTID.
• Action: login, deposit, withdrawal, order setting.
• Result: error text, request status, interface behavior.
• Time: date and time of the event with time zone.

Do not send passwords or codes. If the issue relates to login security, first change your password using the available official method, then describe the situation. For platform questions, it may be useful to specify the terminal version and device.

After Sending: What to Do Next

Save the request number or email subject if they are assigned. If the response does not resolve the issue, add new information to the same thread rather than starting a new one: this preserves context. If the nature of the question changes, for example from platform to payment, it is better to explicitly note this.

Some questions are resolved not through support but through self-service steps: password reset, checking verification status in FxPro Direct, checking specific instrument settings. Useful entry points are the account types, deposit, and withdrawal pages. They help separate what requires a specialist's answer from what is visible in your account.

If the question is about the app or terminal, specify the device and version: this often contains a clue about the cause. The app page describes installation and features, while the MT4 and MT5 pages cover the respective terminals.

FAQ