Oanda 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 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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74-89% of retail CFD accounts lose money

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

Let's 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 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 Oanda in the following ways.

Please note that Oanda is not available 24/7, so keep that in mind before reaching out for help with an issue that needs an immediate response.

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 Oanda

Live chat

You’re in good hands. Oanda’s live chat responds quite fast, someone's usually there to help you within a minute.

Phone

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

Email

No worries! Oanda will answer your email in a short amount of time, usually within a day.

Response relevance at Oanda

Live chat

You’ll find what you need. Oanda’s live chat provides clear and detailed information to any questions you may have.

Phone

Although you can call Oanda, they don’t always come up with the best explanation to your queries. They try to give you a helping hand, but often they provide only mediocre 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, getting back to you with a detailed and clear summary.

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