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.

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Customer service
3.5

Passfolio clients can contact the broker via all three customary channels. The email service is unbelievably fast, the live chat is somewhat slower while the phone service is virtually non-existent.
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
  • Email support

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. 

Passfolio review - Customer Service

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Check out our summary on Passfolio’s customer service compared with similar brokers, Revolut and SoFi Invest.

Passfolio customer service vs. similar brokers
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.

  • Live chat
  • Phone
  • Email
  • 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.

    Email

    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.

    Email

    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

    Overall, Passfolio's customer service could be improved in multiple areas. To check out how similar brokers fare compared with Passfolio, use our broker comparison tool here.

    Author of this article

    Bence András Rózsa

    Author of this article

    Bence’s purpose is to help you to understand the logic behind financial services. In his master’s studies, he specialised in business economy and finance to be able to give you a clear picture of the brokerage world. Having reviewed multiple brokers and robo-advisor services, his goal will always be to guide you in the world of investing as it is.

    Bence András Rózsa

    Broker Analyst

    Bence’s purpose is to help you to understand the logic behind financial services. In his master’s studies, he specialised in business economy and finance to be able to give you a clear picture of the brokerage world. Having reviewed multiple brokers and robo-advisor services, his goal will always be to guide you in the world of investing as it is.

    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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