The FXCM forex trading desk is available to live account holders. Clients can place and manage orders over the phone with the trading desk when necessary.
Hours of Operation:
The trading desk opens on Sundays between 5:00 PM ET and 5:15 PM ET. The trading desk closes on Fridays at 4:55 PM ET.
Forex Trading Desk:
When Is It Appropriate To Call The Trading Desk?
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, five days a week, to assist you at 1800 109 751.
Phone Trading Ediquette
To ensure that orders are placed in a timely manner, we encourage all clients who contact the trading desk to follow our phone trading etiquette. Please read the following example to ensure that you understand proper etiquette.
Example: Trading Desk Etiquette
To Place a Trade or an Order via the Phone:
When calling the trading desk, the trader should specify at the outset the type of account they are trading with.
Trading Desk: "May I have your account number, please?"
Trader: "My account number is 55555."
Trading Desk: "May I have your login ID, please?"
Trader: "My login ID is 55555."
Trading Desk: "May I have the answer to your security question, please?"
Trader: "The answer to my security question is Mulberry Street."
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.)
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.
What If My Trade Was Executed Incorrectly?
If you believe that a trade was executed incorrectly, please contact the Sales and Client Services Support Desk immediately. The Trading Desk cannot assist you with these issues.
Sales and Client Services Support Desk: 1800 109 751
Important: 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.
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 minimise 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.