Firstrade customer service
When you contact a broker, whether you are a beginner investor or an experienced trader, you’ll be looking for customer service that is fast and truly helpful. These qualities, in turn, will depend on the range of available channels and the relevance of their responses.
To be able to tell at a glance what you should expect from Firstrade’s customer service, we collected the following must-know information.
If you want to read our full review, including fees, deposit options and other platforms (like web and desktop) then skip to the Firstrade review.
Customer service
Firstrade's phone and chat support are slow and do not provide relevant information most of the time. On the other hand, we received mostly relevant answers in email.
| Pros | Cons |
|---|---|
| • Email support | • No live chat |
| • No 24/7 support | |
| • Slow support | |
| • Irrelevant answers | |
| • Phone support didn't connect anyone |
You can contact Firstrade via:
- chatbot (intelligent FAQ)
- phone
Firstrade's mail support is average. We got relevant answers via email, but it took them a couple of days to reply.
Firstrade has a chatbot (or an intelligent FAQ), but it can answer only basic questions, like what kind of fees Firstrade has.
The phone support was very slow and they did not connect anybody, who could answer our questions.
We missed 24/7 support availability. You can contact customer support from 8:30 am to 5:30 pm EST, between Monday and Friday.
Check out our summary on Firstrade’s customer service compared with similar brokers, Chase You Invest and Vanguard.
| Firstrade | Chase You Invest | Vanguard | |
|---|---|---|---|
| US discount broker | US-based discount broker | US stockbroker | |
| How fast was customer support when we tried? | Rather slow | Fast | Fast |
| Quality of Customer service answers | Too vague or didn't answer | Good | Good |
| Live chat available | No | No | No |
| Phone available | Yes | Yes | Yes |
| Email available | Yes | No | Yes |
| 24/7 availability | No | No | No |
Let's continue with a more detailed description of Firstrade’s customer service features.
Firstrade customer service
Available customer service channels at Firstrade
One of the most essential components of a well-functioning customer service is the number of channels through which you can reach out for help. Usually, the more communication platforms there are, the more likely it is that somebody will answer your questions in time.
You can get in touch with Firstrade in the following ways.
Please note that Firstrade is not available 24/7, so keep that in mind before reaching out for help with an issue that needs an immediate response.
Firstrade customer service
Firstrade customer service quality
We define the quality of a broker's customer service based on its response speed (e.g. if they answer the phone within a few minutes, it counts as quick, but if they make you wait a lot, that’s considered a poor response speed) and their response relevance (i.e. whether they provide a clear answer to your questions or an ambiguous one that needs further clarification).
Response speed at Firstrade
Phone
Ain’t nobody got time for that. On the phone, Firstrade is a bit sluggish, as the waiting time to be connected often exceeds 5 minutes.
Firstrade takes its time when it comes to answering your email, sometimes taking more than 2-3 days to get back to you. After all, good work takes time, right?
Response relevance at Firstrade
Phone
Although it's possible to call Firstrade, they were never really able to provide relevant answers to our concerns; therefore we suggest avoiding this platform as your main source of information.
You’re in the right place for further information. Via email, Firstrade provides you with all the necessary answers to your questions, getting back to you with a detailed and clear summary.
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Firstrade customer service
Firstrade customer service bottomline
Overall, Firstrade's customer service could be improved in multiple areas. To check out how similar brokers fare compared with Firstrade, use our broker comparison tool here.
