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XM Customer Support: Live Chat, Phone, Email and Common Fixes
XM offers 24/7 live chat and phone support, email at [email protected], and a detailed Help Center. Here are XM's contacts, what to prepare before you get in touch, and the fixes for the most common account and platform problems.
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XM offers customer support 24 hours a day, seven days a week. According to its contact page, you can start a live chat at any time, call its Belize numbers around the clock, or email [email protected], and XM also links a WhatsApp channel. The XM App includes chat with its Client Experience team, and XM says support is available in your language.
Most questions are answered faster by the Help Center than by any channel, and the ones that aren't go quicker when you prepare the right details.
| Live chat | 24/7 on xm.com and in the XM App |
|---|---|
| Phone | +501 2236696 and +501 2279421, 24/7 |
| [email protected] | |
| Office | Suite 101, 63 Eve Street, Belize City, Belize |
| Help Center | Answers on accounts, funding, platforms and more |
| Languages | Support in your language, according to XM |
XM contact options
| Channel | Best for | Availability |
|---|---|---|
| Live chat | Quick questions, logins, request status | 24/7 |
| Phone | Urgent problems | 24/7 |
| Email ([email protected]) | Anything needing a written record | Replies by email |
| XM App chat | Questions while on your phone | In the app |
| Help Center | Rules, fees, how-tos | Always |
These contacts belong to XM Global Limited, the company behind xm.com. Clients of XM's other regulated companies should use the contacts on their own company's website.
Before you contact XM
- Your XM account number and the email address on your profile.
- The date and server time of the problem, and any order or transaction numbers.
- Screenshots of error messages.
- For withdrawals, the method, amount and date requested.
Common problems and XM's fixes
| Problem | XM's suggested fix |
|---|---|
| Can't log in to MT4 or MT5 | Check the server name in your welcome email or My Accounts; on MT4 scan for XM servers under File, Open an account |
| New Order button greyed out | Check the account is verified, funded and the instrument is enabled |
| Platform running slowly | Reinstall, check your connection, close extra windows |
| Can't upload documents | Clear browser cache and cookies, log in again, then email a screenshot to [email protected] |
| No welcome email | Check spam, then contact support |
| Lost access to your email | Contact support if you can't complete the email login check |
Updating your details
XM's Help Center explains the rules. A name change needs a new ID document. For a new email address, email [email protected] with a selfie of you holding your ID. An address change starts with an email to support, followed by uploading a proof of residence no older than six months. Our XM account opening guide lists the documents XM accepts.
Security: tell XM straight away
If you notice trades or withdrawal requests you didn't make, XM asks you to contact [email protected] immediately. Keep your profile password private, don't reuse it elsewhere, and log in only through xm.com or the official XM App.
Fake 'XM account managers' on social media are a common scam. XM's contacts are the ones on its website; never send money to a personal account or share your password.
When your withdrawal is the problem
Most withdrawal questions come down to XM's matching rule: money goes back to the method you deposited with, up to the amount deposited, before any other method can be used. Card and bank withdrawals usually take 2 to 5 business days after XM processes them. Our XM withdrawal guide explains every rule.
Complaints
If support can't resolve a problem, ask for it to be escalated as a formal complaint, in writing, with your account number and evidence. Keep a copy of every reply, and read the client agreement on XM's legal documents page for the terms that apply to you. For how XM's companies are regulated, see our XM regulation guide.
Documents XM accepts
Account questions are often about verification. XM asks new clients for proof of identity: a colour copy of an official document such as a passport valid for at least six months, a driving licence or an identity card, showing your full name, issue and expiry dates, date and place of birth or tax number, and signature. Address changes need a proof of residence no older than six months.
Use the Help Center first
XM's Help Center is organised into sections covering account creation, deposits and withdrawals, trading accounts, platforms, trading conditions, walkthroughs, technical issues, promotions, copy trading, the Traders Club and more. Most of the rules on this page come from it, and it answers the common questions faster than waiting for a reply. Planned maintenance can briefly interrupt services, and XM says clients are told in advance.
Two passwords and two-factor login
XM uses two passwords, and mixing them up causes many login problems. Your Profile password, with your registered email, logs in to your XM account in the browser or the app to manage accounts, documents and settings. Each trading account has its own password, used with the account number to log in to MetaTrader and the WebTrader. Both can be reset separately. For extra security XM offers multi-factor authentication by email or an authenticator app, but only one method at a time; if you switch to an app, email codes stop working.
Changing your phone number
The phone number on your XM profile can be changed, but not from a settings page: XM asks you to contact its Customer Experience team to do it. Keep your number current, because verification and security checks may rely on it.
Use chat for speed and email for anything to do with money. A written thread with your account number and screenshots is what gets a disputed withdrawal or trade sorted.
Ruth couldn't log in to MT4 after installing it on a new laptop. Live chat walked her through scanning for XM's servers under File, Open an account, and her server name from the welcome email appeared. She was trading again within ten minutes.
Frequently asked
What documents does XM need to verify my account?
A colour copy of an official proof of identity, such as a passport valid for at least six months, a driving licence or an identity card, showing your name, dates, date and place of birth or tax number, and signature.
What should I do if my XM EA isn't trading?
XM suggests checking that live trading is allowed under Tools, Options, Experts; that the Expert Advisors button is on (a smiley face on the chart); and the Experts log for errors.
How do I contact XM customer support?
By 24/7 live chat on xm.com or in the XM App, by phone on +501 2236696 or +501 2279421, or by email at [email protected].
Is XM support available 24/7?
Yes. XM says live chat and phone support are available 24/7.
What is XM's email address?
[email protected] for XM Global Limited clients. Clients of other XM companies should use their company's contacts.
How do I change my email address at XM?
Email [email protected] with a selfie of you holding your ID, which XM uses to confirm the request.
Why is my New Order button greyed out on XM?
XM says to check that your account is verified, that you have enough funds, and that you're trading an instrument enabled for your account.
Does XM have WhatsApp support?
XM's contact page links a WhatsApp channel alongside live chat, phone and email.
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