Oanda Customer Service

When you want to contact a broker, be a beginner investor or an experienced trader, it’s important to have their customer service fast and truly helpful. These depend on the range of their available platforms and the relevance of their responses.

To be able to tell from a glance what you should expect from Oanda’s customer service, we collected the following must-know information.

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Customer service

4.5

You can reach Oanda's customer service through several channels, but availability could be improved.

It is a big plus that you can contact Oanda in several ways:

• live chat (with an Oanda rep)
• chatbot (virtual assistant)
• phone
• email

Oanda's customer service is available 24 hours a day, but live chat and phone support is available only between Sunday and Friday. Although not 24/7, this is still good availability, but there are a few aspects that could be improved:

• On live chat, we got relevant answers and the response time was short (instant or in 1-2 minutes).  Nevertheless, they wrap up the live chat quite quickly if you don't respond right away. A good feature though is that you can export message texts.
• The chatbot is a really innovative solution in theory, but it cannot answer even basic questions, like what the average spreads are on EURUSD.
• On the phone, relevance could be improved. We didn't get a fully satisfactory answer to our question (we wanted to get a good overview of fees). Response time is quite good, around 2-3 minutes.
• Email support gave relevant answers and their response was fast (replied in 1 to 3 hours).

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73.5% of retail CFD accounts lose money

Check out our summary on Oanda’s customer service compared to similar brokers, Pepperstone and FXCM.

Let us continue with a more detailed description of Oanda’s customer service features.

One of the most essential components of a well-functioning customer service is the number of platforms on which you can reach out for help. Usually, the more communication tool, the more certainty to have somebody answer your questions in time.

You can get in touch with [Broker] in the following ways.

Pay attention to the fact that Oanda is not available 24/7, so you better think twice before reaching out for help waiting for an immediate response.

We define quality of customer service based on their response-speed (e.g.: if they answer the phone in a few minutes, it counts as quick, but if they make you wait a lot, that’s a poor response-speed quality) and their response-relevance (e.g.: whether they provide a clear or an ambiguous answer to your questions that needs further clarification).

Response speed at Oanda

Live chat

You’re in good hands. Oanda’s live chat responds quite fast, they’re up to help you within a minute.

Phone

On the phone, Oanda’s speed is somewhat mediocre. Once they are fast, then you have to wait for 3-4 minutes, which is not bad, but not good either.

Email

You don’t have to worry about it! Oanda answers your email in a short amount of time, usually you get support within a day.

Response relevance at Oanda

Live chat

You’ll find what you need. Oanda’s live chat provides clear and detailed information about your possible questions.

Phone

Although you can call Oanda, they don’t always come up with the best explanation of your questions. They try to give you a helping hand but they often provide mediocre-level support via phone.

Email

You’re in the right place for further information. Via email, Oanda provides you with all the necessary answers to your questions since they tend to write a detailed and clear summary to your questions.

Oanda's customer service is exceptionally good across multiple dimensions, hence you'll be in good hands when it comes to your broker-related questions. If you want to have a look at how other brokers similar to Oanda operate, check out our compare brokers function here.