XTB 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 XTB’s customer service, we collected the following must-know information.
Disclaimer: 81% 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.
If you want to read our full review, including fees, deposit options and other platforms (like web and desktop) then skip to the XTB review.
Visit broker
81% of retail CFD accounts lose money
Check out our summary on XTB’s customer service compared with similar brokers, eToro and Capital.com.
|
Global CFD broker | Global social trading broker | Global CFD broker |
---|---|---|---|
How fast was customer support when we tried?
|
Fast | OK | Fast |
Quality of Customer service answers
|
Good | Good | Good |
Live chat available
|
Yes | Yes | Yes |
Phone available
|
Yes | No | Yes |
Email available
|
Yes | Yes | Yes |
24/7 availability
|
No | No | Yes |
Let's continue with a more detailed description of XTB’s customer service features.
Available customer service channels at XTB
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 XTB in the following ways.
Please note that XTB is not available 24/7, so keep that in mind before reaching out for help with an issue that needs an immediate response.
XTB 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 XTB
Live chat
XTB’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
On the phone, XTB is real quick. They’re at your disposal within a minute, so prepare your questions in advance.
XTB is quite unpredictable. Sometimes answers come pretty fast, but getting feedback only after 2 days is also not unheard of.
Response relevance at XTB
Live chat
You’ll find what you need. XTB’s live chat provides clear and detailed information to any questions you may have.
Phone
On the phone XTB provides all the necessary information in an easily comprehensible way, paying attention to your concerns and giving the right answers.
You’re in the right place for further information. Via email, XTB provides you with all the necessary answers to your questions, getting back to you with a detailed and clear summary.
XTB customer service bottomline
Overall, XTB's customer service could be improved in multiple areas. To check out how similar brokers fare compared with XTB, use our broker comparison tool here.
Check out this short video for a behind-the-scenes peek into how our experts personally test and evaluate brokers.