IC Markets Customer Support: Contacts, Complaints and Response Times

IC Markets offers customer support 24 hours a day, seven days a week, by live chat, email and phone. Live chat runs from ic.com and inside the IC mobile app, general enquiries go to [email protected], and IC's global company lists a main phone line in Seychelles plus local numbers for several countries. If support can't resolve a problem, IC's Complaints Handling Policy sets out a formal process with fixed response times.

The right channel, with anything involving money put in writing, is the quickest way to get a problem solved.

IC Markets contact details

These are the contacts IC's global company, Raw Trading Ltd, publishes on its contact page. Clients of IC's Australian, EU, Bahamas or Kenyan companies should use the contacts on their own company's website.

IC's office for its global company is at Eden House, Eden Island, Mahé, Seychelles. Its website is available in more than 15 languages, and IC describes its support as multilingual.

Which channel to use

• Live chat for quick questions: platform logins, where to find something, the status of a request.
• Email for anything involving money or documents, so you have a written record. Write from your registered email address.
• Phone when something is urgent. IC's Help Centre says it can't open new positions over the phone, but it will accept instructions to close positions if you have problems trading.

How to make a complaint to IC

IC's Complaints Handling Policy for Raw Trading Ltd sets out the steps. Start with the customer support team, which tries to settle enquiries quickly. If that doesn't work, you can go to IC's compliance department directly.

1. Raise the problem with support by phone or email at [email protected], with the date, the subject and any evidence.
2. If you don't accept support's answer, contact the compliance department at [email protected]. IC requires its complaint form (in the policy's appendix) for a formal complaint.
3. IC acknowledges a formal complaint in writing within 2 business days, with a reference number, the name of the person handling it and a timeframe.
4. IC aims to resolve complaints as quickly as possible and, unless it tells you otherwise, responds within 21 business days of the complaint being lodged.

If IC's answer doesn't settle it

IC's policy lists two routes beyond the company. First, IC is a member of the Financial Commission, an independent dispute-resolution organisation for forex and CFD brokers, and clients can take unresolved complaints there under its own rules. Second, if you are still dissatisfied after IC and the Financial Commission, you can escalate the complaint to the Financial Services Authority in Seychelles, which licenses Raw Trading Ltd.

These routes apply to clients of IC's global company. Australian and EU clients have the complaint schemes of their own regulators. Our IC Markets regulation guide explains which company holds your account.

Common problems and where to start

Our guides to IC withdrawals and account verification cover the most common causes of delays.

Changing your details

Some changes can only be made through support. To update your address, email [email protected] from your registered address with a proof of address no older than 180 days. To change your account name, phone number or email address, email the same team; IC asks you to resubmit identification so it can confirm the request really comes from you.

Beware of fake support

Scammers pose as broker support staff and "account managers", usually through social media or messaging apps. IC's own scam guidance warns about exactly this. Real IC contacts use @ic.com email addresses and the live chat on ic.com or in the IC app. Genuine support staff don't need your password or 2FA codes, and they won't ask you to send money to a personal account or a new "verification" wallet.

If someone contacts you first offering to trade for you or to unlock a withdrawal for a fee, stop and check through the official channels. Our scam broker list covers the common patterns.

What to include in a complaint

IC's policy asks complainants to report the event, its date, the subject of the complaint and any supporting evidence as soon as possible. In practice, a complaint that can be investigated quickly includes:

• Your trading account number and the email address registered with IC.
• The date and server time of each trade or transaction involved, with ticket or reference numbers.
• Screenshots of the platform, order confirmations or payment receipts.
• A short, factual description of what happened and what you expected to happen.
• The outcome you are asking for, such as a refund of a specific amount or a corrected fill.

Frequently asked

Related reading

• IC Markets withdrawal
• How to open an IC Markets account
• Is IC Markets safe and regulated?
• IC Markets app
• IC Markets is now IC
• Our full IC Markets review