It can be frustrating not to receive money on time, so first, let's check the processing time for your payment method. Keep in mind that processing times vary based on the payment method. You can check the transaction processing timeframes: How long does it take to process my deposit? and How long will it take to receive my withdrawal?
If your deposit or withdrawal transaction is delayed beyond the standard Transaction Processing time, here's a step-by-step guide on what you should do: Initiate a request through the "Contact Us" form, providing the following details:
Note: You can check the transaction ID in the FXTM > Funds > Transaction history
For Deposit Issues:
- Create a Ticket using a Contact Us Form > select 'Customer Service Request' as a request type.
- Provide Deposit Evidence. Mention the transaction ID and attach the proof of your deposit. This evidence could be a receipt, a transaction confirmation, or any other relevant document that demonstrates the transaction was made.
- Wait for a Response: The Customer Support team will liaise with the relevant department to track your deposit. They will keep you updated once they receive any information regarding your transaction. You will receive a reply within 24 hours.
For Withdrawal Issues:
- Create a Ticket using a Contact Us Form > select 'Customer Service Request' as a request type.
- Provide Transaction Details: Provide your transaction ID number. This detail is crucial for the support team to trace your withdrawal.
- Wait for a Response: The Customer Support team will coordinate with the appropriate department to ascertain the status of your withdrawal. They will inform you once there is an update about your transaction.
- By following these steps, you ensure that your issue is addressed right away. We will contact you within 24 hours.
