How is customer service at eToro?
When using an online broker, you may sometimes need assistance to locate a feature or sort out a problem. In such situations, it's good to have prompt and helpful customer service on hand.
Unfortunately, customer support at eToro is poor, with limited access and sluggish or unhelpful responses. Concerned? For better choices, use our comparison tool, by filtering for brokers with great customer service. Or just ask Nuri, our AI-powered assistant, in the bottom right of the page.
I've tested dozens of brokers over the years, which often included contacting their help desks over various issues. eToro left me disappointed in some respects:
- You have relatively limited channels or time slots to reach customer service.
- eToro's help desk is a hit-and-miss when it comes to response speed.
- eToro customer support gives you useful and relevant information.
- Looking for better treatment? See how eToro compares to its rivals.
Disclaimer: 51% of retail investor accounts lose money when trading CFDs with this provider. You should consider whether you can afford to take the high risk of losing your money.
Before we begin, let's see if eToro is available in your country
Visit broker
eToro USA LLC; Investments are subject to market risk, including the possible loss of principal
| Broker | Customer service score |
|---|---|
| eToro | 2.3 /5 |
| Trading 212 | 3.8 /5 |
| XTB | 4.5 /5 |
eToro USA LLC; Investments are subject to market risk, including the possible loss of principal
Customer service access is a bit limited
Like most companies, online brokers typically offer customer service via several channels. Phone support is usually best if you need to quickly sort out a complicated problem or emergency, while more and more users prefer live chat for simple queries. Meanwhile, email support remains your best friend if you're an introvert, or for more complex questions that aren't so time sensitive.
You will likely face many types of issues during trading, so choose a broker where you can reach all three modes of support. Here's how you can get in touch with eToro:
- Live chat
Unfortunately, you can't reach eToro customer support 24/7, so keep that (and your time zone) in mind before reaching out for help with an issue that needs immediate attention.
Our first-hand customer service experience at eToro
eToro customer service, in theory, is available in all 21 languages offered by the web and mobile trading platforms. We tested customer service only in English.
You can contact eToro's customer service via a web-based ticketing system. We got answers usually within 48 hours when we tested it with some basic questions. On the other hand, we have received feedback from users that eToro often takes as much as 14 days to respond in more complex cases, which we think is extremely poor service.
Live chat is currently only available for Club members. The lowest tier of eToro Club membership is Silver, which you can reach by having more than $5,000 in equity on your account.
Visit broker
eToro USA LLC; Investments are subject to market risk, including the possible loss of principal
User forums as an alternative to customer service
Whatever your question or problem is, you're probably not alone. This makes online forums of traders a great source of info about brokers in addition to (or even instead of) official customer service. RandomUser1234 won't be able to help you restore your account, but they can probably offer good tips on platform usage or tell you whether a certain stock is available at a broker.
Some brokers have their own community forums on their trading platforms or websites; alternatively, you can always turn to well-known forum aggregators such as Reddit. Many popular brokers have their own dedicated subreddits. Just post your question, or browse previous threads to see if it's been already answered.
Always exercise caution when taking advice from other forum users. Some information may be incorrect, outdated, or reflect the subjective judgment of a user. Also, do not share sensitive data or other material, such as screenshots that reveal your personal or financial information.
Help desk response times at eToro are mixed
When testing the overall quality of customer support at eToro and its competitors, we paid special attention to response speed. Because let's face it, we're all very busy; so when faced with a ten-minute wait to get connected to an operator, most of us would rather jump on a Reddit forum for answers or figure out a solution to our problems on our own. So this is how we rated brokers:
- In the case of phone and live chat support, we considered waiting times of less than one minute as great, and waiting times exceeding five minutes as poor. We scored anything in between as mid-range; including brokers where responses were sometimes swift but sometimes too slow.
- When it comes to email support, a response within 24 hours is considered great in our book; while we believe it is poor service to keep you waiting for more than two or three days for a reply.
| Broker | Live chat speed | Phone speed |
|---|---|---|
| eToro | Mid-range | - |
| Trading 212 | Great | - |
| XTB | Great | Great |
So why all the hurry? A little hold music won't hurt anyone, right? Perhaps not, but there may be situations where customer service speed can make a huge difference. Imagine you noticed that someone has broken into your account and started to withdraw your money from it. Or maybe you want to sell a free-falling stock but the order panel won't display properly. In such cases, swift customer support can potentially save you hundreds or thousands of dollars.
Visit broker
eToro USA LLC; Investments are subject to market risk, including the possible loss of principal
eToro offers high-quality support
Promptly picking up the phone is one thing, but it's just as important to give answers that are clear, comprehensible, sufficiently detailed and relevant to your problem. In addition to response speed, we also rated brokers based on the quality of replies and assistance we received.
- Brokers we rated as 'great' here gave us all the necessary information and assistance.
- Those we rated 'poor' left us scratching our heads and looking for alternative sources of information.
- We gave a 'mid-range' score to brokers where the quality of support was inconsistent or where assistance was often less than useful.
Here's how eToro compares to its main competitors when it comes to the helpfulness of live chat, phone and email support.
| Broker | Live chat | Phone |
|---|---|---|
| eToro | Mid-range | - |
| Trading 212 | Great | - |
| XTB | Great | Great |
Compare eToro with its rivals
Do you fancy using eToro's services but not sure you'd get the level of customer service you deserve? Try our broker comparison tool, where you can size up 100+ brokers side by side and filter for many criteria including high-quality customer support.
Want to see how eToro fares in other respects such as trading fees, funding options or platform quality? Read our full review of eToro for 2024.
Risk disclaimer
eToro is a multi-asset platform which offers both investing in stocks and cryptoassets, as well as trading CFDs.
Disclaimer: 51% of retail investor accounts lose money when trading CFDs with this provider. You should consider whether you can afford to take the high risk of losing your money.
Past performance is not an indication of future results. Trading history presented is less than 5 complete years and may not suffice as basis for investment decision.
Copy Trading does not amount to investment advice. The value of your investments may go up or down. Your capital is at risk.
eToro USA LCC does not offer CFDs, only real Crypto assets available.
Cryptoasset investing is highly volatile and unregulated in some EU countries. No consumer protection. Tax on profits may apply.
Don't invest unless you're prepared to lose all the money you invest. This is a high-risk investment and you should not expect to be protected if something goes wrong. Take 2 minutes to learn more!
eToro USA LLC does not offer CFDs and makes no representation and assumes no liability as to the accuracy or completeness of the content of this publication, which has been prepared by our partner utilizing publicly available non-entity specific information about eToro.
This material has been translated, and its content may not be suitable for every recipient. Additionally, certain products may be restricted in your region.
Visit broker
eToro USA LLC; Investments are subject to market risk, including the possible loss of principal
Check out this short video for a behind-the-scenes peek into how our experts personally test and evaluate brokers.
Everything you find on BrokerChooser is based on reliable data and unbiased information. We combine our 10+ years finance experience with readers feedback. Read more about our methodology.
