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Written by: Ádám N. Updated: Dec 2022
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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.

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76% of retail CFD accounts lose money

Customer service
5.0

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
  • Email

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.

XTB review - Customer Service

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76% of retail CFD accounts lose money

Check out our summary on XTB’s customer service compared with similar brokers, eToro and Capital.com.

XTB customer service vs. similar brokers
XTB eToro 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.

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.

  • Live chat
  • Phone
  • Email
  • 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.

    Email

    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.

    Email

    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
    XTB customer service bottomline

    XTB'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 XTB compare in this regard, check out our broker comparison tool here.

    Author of this article

    Ádám Nasli

    Author of this article

    Ádám worked in banking and investment, and holds a professional degree in this field. He is a motivated finance expert, having joined BrokerChooser in 2018. He's also eager to help people find the best investment provider for them, and to make the investment sector as transparent as possible. In his spare time, he loves learning new things, especially data science, algo trading, programming and trading.

    Ádám Nasli

    Analyst Head

    Ádám worked in banking and investment, and holds a professional degree in this field. He is a motivated finance expert, having joined BrokerChooser in 2018. He's also eager to help people find the best investment provider for them, and to make the investment sector as transparent as possible. In his spare time, he loves learning new things, especially data science, algo trading, programming and trading.

    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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    76% of retail CFD accounts lose money

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