Passfolio 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 Passfolio’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 Passfolio review.
Customer service
Passfolio clients can contact the broker via all three customary channels. The email service is very fast, the live chat is somewhat slower, while phone support is virtually nonexistent.
| Pros | Cons |
|---|---|
|
• Relevant answers
|
• No 24/7 support
|
|
• Fast email support
|
• Couldn't reach phone support on multiple occasions
|
You can contact Passfolio via:
- Live chat
- Phone
We missed the 24/7 availability.
Contacting Passfolio via email is a rewarding experience as their response time is extraordinarily short (sometimes they reply within 20 minutes) and the answers are detailed and relevant. The live chat is less convincing; although customer service representatives are very helpful, the answers are not always exhaustive. We did not manage to reach Passfolio on the phone even though we tried several times and at different hours. This is disappointing.
Extra customer service features include a client support page and an extremely detailed FAQ section, the latter being increasingly common among brokers. Unfortunately, the search function on the FAQ page is poor.
Check out our summary on Passfolio’s customer service compared with similar brokers, Revolut and SoFi Invest.
| Passfolio | Revolut | SoFi Invest | |
|---|---|---|---|
| Global zero-commission stockbroker | UK discount broker | US discount broker | |
| How fast was customer support when we tried? | OK | OK | Fast |
| Quality of Customer service answers | Good | Too vague or didn't answer | Good |
| Live chat available | Yes | Yes | Yes |
| Phone available | Yes | Yes | Yes |
| Email available | Yes | No | No |
| 24/7 availability | No | No | No |
Let's continue with a more detailed description of Passfolio’s customer service features.
Passfolio customer service
Available customer service channels at Passfolio
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 Passfolio in the following ways.
Please note that Passfolio is not available 24/7, so keep that in mind before reaching out for help with an issue that needs an immediate response.
Passfolio customer service
Passfolio 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 Passfolio
Live chat
Passfolio’s live chat speed varies from session to session. One day they respond in a minute; at other times, they make you wait for at least a few minutes.
Phone
Ain’t nobody got time for that. On the phone, Passfolio is a bit sluggish, as the waiting time to be connected often exceeds 5 minutes.
No worries! Passfolio will answer your email in a short amount of time, usually within a day.
Response relevance at Passfolio
Live chat
You’ll find what you need. Passfolio’s live chat provides clear and detailed information to any questions you may have.
Phone
Although it's possible to call Passfolio, 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, Passfolio provides you with all the necessary answers to your questions, getting back to you with a detailed and clear summary.
Passfolio customer service
Passfolio customer service bottomline
Passfolio'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 Passfolio compare in this regard, check out our broker comparison tool here.
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