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: 76% 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.
Customer service
XTB's phone and live chat support are reliable, fast and available in many languages. On the down side, customer service is available only 24/5 for European clients.
| Pros | Cons |
|---|---|
| • Phone support | • No 24/7 support |
| • Live chat | |
| • Fast response time |
You can contact XTB via:
- Live chat
- Phone
You can reach customer service in many languages, including some minor ones like Hungarian or Romanian.
XTB's live chat works well. We tested it in multiple languages in several countries. Responses were fast and we got useful answers.
We had a great experience when we tested XTB's phone support. They answered the phone instantly and we got relevant answers.
When we contacted XTB via email asking for some help, we received a call back in a couple of hours. Customer Service answered our question that we had sent sent via email, and were also able to answer all additional questions during the call.
Clients outside Europe can reach XTB's customer support 24/7. For European clients, however, customer service is only available 24/5.
Check out our summary on XTB’s customer service compared with similar brokers, eToro and Trading 212.
| XTB | eToro | Trading 212 | |
|---|---|---|---|
| Global CFD broker | Global social trading broker | Global CFD broker, but real stocks/ETFs are also available | |
| How fast was customer support when we tried? | Fast | OK | Fast |
| Quality of Customer service answers | Good | Good | Good |
| Live chat available | Yes | No | Yes |
| Phone available | Yes | No | No |
| 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.
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XTB customer service
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
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
You’re in good hands. XTB’s live chat responds quite fast, someone's usually there to help you within a minute.
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.
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XTB customer service
XTB customer service bottomline
XTB's customer service has several strong features but also a few that could be improved a bit. Therefore, we can say that XTB's performance is average when it comes to customer support. If you want to have a look at how other brokers similar to XTB measure up, check out our broker comparison tool here.
