Contact FXCM

Product Inquiries and Service Numbers

FXCM representatives are available 24 hours a day, 7 days a week.

Toll-Free US Sales: +1 888 50 FOREX (36739)
Sales and Client Services: +1 212 201 7301
Technical Support: +1 212 201 7302
Live Operator: +1 212 897 7660
Fax (US): +1 877 229 0004
Fax (US and International): +1 212 897 7669
E-mail: info@fxcm.com

Performance-related Difficulties

The following are factors that could materially affect the performance of FXCM trading platforms:

1. Number of price updates
2. Number of orders
3. Number of concurrently connected users

A peak in any and/ or all of the above could result in performance difficulties. Clients who experience difficulties with the system’s performance are encouraged to immediately contact FXCM to resolve these issues.

Forex Trading

Subject to available liquidity, the trading desk is open from 5:15 PM ET Sunday afternoon through 4:00 PM ET Friday afternoon.

International Forex Trading: +1 212 201 7300
Toll-Free Forex Trading (US ONLY): +1 866 600 FXCM (3926)

When is it appropriate to call the trading desk?

All FXCM clients are encouraged to call the trading desk under the following conditions:

• No immediate access to the Internet
• Fail 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 Sales & Client Services staff, which is available 24 hours a day to assist you at +1.212.897.7660.

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.

We also strongly recommend that you read and understand forex trading execution risks: www.fxcm.com/execution-risks.jsp.

Security

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 back up 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 back-up files. All orders are GTC by default.

No Dealing Desk Forex Trading Etiquette

Notice to MT4 Traders: When calling the trading desk, inquiries are limited to placing stops/limits to close positions only. Dealing is unable to take market orders or orders to open new positions.

To Place a Trade or an Order via the Phone:

1. Trader: When calling the trading desk, the trader should specify at the outset the type of account they are trading with.
2. Trading Desk: “May I have your account number, please?” Trader: “My account number is 55555.”
3. Trading Desk: “May I have your login ID, please?” Trader: “My login ID is 55555.”
4. Trading Desk: “May I have the answer to your security question, please?” Trader: “The answer to my security question is Mulberry Street.”
5. 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.)
6. Trader: “I would like to go long at market, 3 lots of USD/JPY.” Trading Desk: “Filled at 106.65.”

Note: With the No Dealing Desk platform, our staff acts as an agent to place the trade on your behalf and not as a dealer quoting a price. Therefore, after you express the order request, our staff will inform you as to the status of the order and confirm the price of the order.

International In-Country Numbers

International Toll-Free Numbers