Get the Most from FxPro Support in Kenya

Why Knowing How to Contact Us Matters

Trading can be fast-paced, especially here in Kenya where the forex market hours often overlap with your busy day. So, when something comes up—maybe a tech hiccup or a question about leverage—it’s good to know exactly where to turn. From our experience, having clear contact points saves you time and frustration. No one wants to wait around or get bounced between departments.

We designed our support to cover those moments when you need answers quickly or when you need to dive deep into an issue that’s a bit more complex. Whether you’re on MT4, MT5, cTrader, or FxPro Edge, we’ve got you covered.

How to Reach FxPro Support Team

We keep things straightforward: you can chat live, send an email, or request a callback. Each has a time and place depending on what you need.

Live Chat Support

This is the quickest way to get help. The chat is available 24/5 during market hours, which means you can usually get a response fast, especially when markets are buzzing. You’ll find the chat icon right on the trading platform or our website footer. If you’re stuck logging in or want to check if your withdrawal is processed, this is your go-to.

Email Support Channels

If you want to explain something in detail or attach screenshots, emailing works best. We have different emails for different concerns, so your message lands with the right experts without delay.

• General support: [email protected]
• Compliance: [email protected]
• Partnerships: [email protected]
• Technical issues: [email protected]

Phone Support Options

We don’t do traditional phone lines because a lot of issues need screen sharing or detailed explanations. Instead, you can request a callback via your client portal if something urgent comes up. We usually get back to you within 30 minutes during business hours, which is pretty handy.

When Can You Contact FxPro Support?

Our support hours are set to match the forex market rather than traditional office hours. That means we’re here when you need us most.

Peak support happens Tuesday to Thursday, 08:00 to 17:00 GMT, which overlaps well with Kenyan trading hours. Just a heads-up: Sundays and Fridays tend to be slower, so if you need urgent help then, plan accordingly.

During Kenyan public holidays or global holidays like Christmas, we reduce hours. We always update those dates on our site, so keep an eye out if you’re planning trades around those times.

What to Have Ready Before You Contact Us

Getting help is smoother when you have a few key details at hand. Trust me, it speeds things along and gets you answers faster.

Essential Info for Account Issues

• Account number (live accounts start with 61)
• Registered email
• Last login date and time
• Error messages or screenshots

Trading Questions

• Which platform you’re using (MT4, MT5, cTrader, FxPro Edge)
• Instrument symbol (like EUR/USD)
• Order ticket number if applicable
• Exact time the problem happened

Technical Problems

• Your device’s OS and version
• Browser type and version (if web-based)
• Internet speed
• Recent updates or changes

Specialized Support for Specific Needs

We know that not every question fits into one bucket. That’s why we have dedicated teams who handle compliance, tech, and account management separately.

Compliance and Regulatory Support

If you’re dealing with KYC documents, regulatory questions, or account restrictions, this team is your best bet. They usually take 1-2 business days because they need to review documents carefully.

Technical Platform Support

Got issues with custom indicators, Expert Advisors, or API connections? Our developers handle these cases and can dig deeper to get things running smoothly again.

Account Management Support

If you have a larger account or specific trading requirements, you might qualify for dedicated account management. Just ask us through your client portal or during a support call.

Other Ways to Get Help Quickly

Sometimes you don’t even need to contact us directly because we’ve built resources you can tap into anytime.

FxPro Knowledge Base

Our online knowledge base answers about 80% of common questions. It covers everything from opening accounts to advanced trading strategies, all written clearly to help you get going.

Video Tutorials

We get that sometimes text isn’t enough. Our videos walk you through platform features and troubleshooting in 3-8 minute clips, perfect to watch on your phone or laptop.

Community Forums

If you want to hear from other traders, our forums are a great place. While we moderate, most responses come from fellow users sharing their experiences. It’s a nice way to get different viewpoints and tips.

Regional and Language Support You Should Know

Serving traders in Kenya means understanding local needs and the trading environment. We offer English support 24/5, which fits well with Kenyan market hours. Other languages like Spanish, Arabic, and Chinese have more limited availability.

When you contact us, letting support know your location helps tailor advice, especially around regulatory differences or leverage rules.

What to Do in an Emergency Outside Support Hours

We get it—sometimes things go sideways when markets move fast or when you suspect your account security is at risk. We have a process for emergencies even when regular support is offline.

Emergency Contact Steps

1. Submit an urgent ticket via your client portal with “EMERGENCY” in the subject
2. Explain the problem clearly and why it can’t wait
3. Include account details and screenshots
4. Check your email regularly for updates (review within 2 hours)

What Counts as an Emergency?

• Suspected unauthorized access
• Technical issues blocking position management
• Large deposit or withdrawal problems
• Platform crashes during major market events

Security Concerns? Contact This Email

If you suspect a breach, change your password immediately if you can. Then email [email protected]. Avoid live chat for security issues so there’s a proper record.

How We Keep Improving Our Support

We really listen to what you tell us after support interactions. Every chat or email usually ends with a short survey. The insights help us train the team, tweak processes, and fix bottlenecks.

Quality Standards We Follow

• 70% of issues resolved on first contact
• Accuracy checked before replies
• Follow-up within 48 hours on complex cases

Ways You Can Give Feedback

• Post-chat surveys
• Replying to support emails
• Monthly client portal reviews

This feedback loop led us to simplify document uploads and speed up verification times, which users in Kenya have appreciated.

Troubleshooting Common Contact Problems

“I Can’t Find the Contact Form”

Make sure you’re logged in to your client portal. The contact form is under “Support” → “Contact Us.” If you’re not logged in, scroll down to the footer on our main website where a general form is available.

“Live Chat Isn’t Working”

• Disable ad blockers
• Try another browser
• Check VPN or firewall settings
• Clear your browser cache

“My Email Isn’t Getting Responses”

• Send to correct email ([email protected])
• Use clear subject lines
• Include your account number
• Check spam/junk folders