Contact FXCM

Product Inquiries and Service Numbers

Trading Desk

When is it appropriate to call the trading phone number?

All FXCM clients are encouraged to call the trading desk under the following conditions:

• No immediate access to the Internet
• Trader fails to receive a confirmation on an order placed online
• Internet failure or failure to connect to the FXCM server

For any other inquiries that are not trade related, please call FXCM's client support staff, available 24 hours a day, to assist you at +1 212 897 7660.

What if the trade was executed incorrectly?

If you believe that a trade was executed incorrectly, please contact the Sales and Client Services Support Desk immediately. Make sure that you have on hand all information pertaining to the trade including: ticket number, time of the trade, and nature of the problem. The trade will be audited, and, when necessary, an adjustment will be made in a timely manner.

Security

FXCM utilizes state-of-the-art encryption, authentication protocols, and one of the best firewall protections to ensure that every transaction and client record is completely authenticated and secure. FXCM employs backup systems and contingency plans to minimize the possibility of system failures. If there is a problem with our server, all open trades, stop orders, and trading histories are saved on our backup files. All orders are GTC by default.

No Dealing Desk Trading Etiquette

Notice to MT4 Traders: When calling the trading desk, inquiries are limited to placing stops/limits to close positions only. Dealing is unable to take market orders or orders to open new positions.

To place a trade or an order via the phone:

1. Trader: When calling the trading desk, the trader should specify at the outset the type of account they are trading with.
2. Trading Desk: "May I have your account number, please?"
   Trader: "My account number is 55555."
3. Trading Desk: "May I have your login ID, please?"
   Trader: "My login ID is 55555."
4. Trading Desk: "May I have the answer to your security question, please?"
   Trader: "The answer to my security question is Mulberry Street."
5. Trading Desk: "May I have the name on this account, please?"
   (The Trading Desk Agent asks this question in order to verify that the caller is indeed the account holder.)
6. Trader: "I would like to go long at market, 3 lots of USD/JPY."
   Trading Desk: "Filled at 106.65."

Note: With the No Dealing Desk platform, our staff acts as an agent to place the trade on your behalf and not as a dealer quoting a price. Therefore, after you express the order request, our staff will inform you as to the status of the order and confirm the price of the order.