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IC Markets customer service

Your expert
Adam N.
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2d ago
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How is customer service at IC Markets?

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.

IC Markets offers OK customer support across multiple channels, but occasionally you can run into long waits or less-than-helpful responses. Read on for details and comparisons.

IC Markets customer service is so-so
Adam
Adam Nasli
Regulation • Fighting Scams • Market Analysis

I've tested dozens of brokers over the years, which often included contacting their help desks over various issues. IC Markets has decent customer service but I saw room for improvement:

  • You can reach IC Markets customer service via several channels.
  • IC Markets's help desk responds quickly to nearly all queries.
  • IC Markets customer support is sometimes helpful, sometimes less so.
  • Looking for better treatment? See how IC Markets compares to its rivals.

Disclaimer: 70.64% 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 IC Markets is available in your country

No, you can't open an account at IC Markets if you live in the United States!
the United States

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70.64% of retail CFD accounts lose money

Broker
Customer service score
IC Markets
3.7
/5
Pepperstone
4.0
/5
Vantage
3.5
/5
Customer service highlights at IC Markets vs selected competitors
BrokerChooser score
4.4 4.4 /5
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70.64% of retail CFD accounts lose money

Reach customer service via several channels

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 IC Markets:

  • Live chat
  • Phone
  • Email

The good news is that IC Markets offers round-the-clock customer support, so you can reach out to them even if you're a night owl or if you live half a world away.

Our first-hand customer service experience at IC Markets

IC Markets has great phone support. We were connected to the customer service representative within a minute and we received relevant answers.
The email support works very well. We got relevant answers within a day.
The live chat service, however, could be much better. It starts with a chatbot, which does not provide relevant answers at all. We had to wait a relatively long time to connect with a live agent, and were not always satsifed with the relevancy of the answers.
We appreciated the 24/7 availability of customer support.

IC Markets customer service

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70.64% of retail CFD accounts lose money

IC Markets customer service speed

When testing the overall quality of customer support at IC Markets 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
IC Markets
Mid-range
Great
Pepperstone
Poor
Great
Vantage
Poor
Great
Customer service response speed at IC Markets vs selected competitors
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 breached 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.

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70.64% of retail CFD accounts lose money

IC Markets customer service quality

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 IC Markets compares to its main competitors when it comes to the helpfulness of live chat, phone and email support.

Broker
Live chat
Phone
IC Markets
Mid-range
Mid-range
Pepperstone
Great
Great
Vantage
Mid-range
Great
Customer service response quality at IC Markets vs selected competitors

Compare IC Markets with its rivals

Do you fancy using IC Markets'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 IC Markets fares in other respects such as trading fees, funding options or platform quality? Read our full review of IC Markets for 2024.

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70.64% of retail CFD accounts lose money

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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.

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Adam Nasli
Author of this article
I bring extensive financial expertise as one of BrokerChooser's earliest team members. Personally, I tested nearly all 100+ brokers on our site, opening real-money accounts, executing trades, assessing customer services, and providing firsthand assessment. My professional background includes roles in the banking sector and a degree from Central European University, where I teach finance. My passions lies in in-depth research of the financial industry, building trading algorithms, and managing long-term investments.
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