About Us > Contact FXCM Asia FXCM Asia Limited Suite 4905-07, 49/F, The Center, 99 Queen's Road, Central, Hong Kong Location Map Website: www.fxcmasia.com Phone: +852-2119-0116 Toll Free: Australia 1-800-107761 Canada 1-800-6949148 China (Northern) 10-800-6500-320 China (Southern) 10-800-2650-320 Japan 0053-1650248 Malaysia 1800-806217 New Zealand 0800-880833 Philippines 10-271-800-6507161 Singapore 800-1885221 Taiwan 0080-1651729 USA 1-877-4606232 Fax: +852-2119-0117 Email: info@fxcmasia.com 24-Hour Customer Support 3 Ways To Contact FXCM Asia Customer Support 1. Live Person Chat Customer support is available on a 24-hour basis, six days a week through Live Person Chat. Live Person Chat enables real time online conversations with the FXCM Asia staff, without downloading any special software. Click on the Live Person Chat icon, , which is located on the upper left hand corner of the website to initiate a conversation. 2. Telephone Customer support is available on a 24-hour basis from Monday 5am/6am HKT till Saturday 4am/5am and Saturday 9am to 6pm HKT. 3. E-mail Dedicated customer service staff are responsible for replying to all incoming e-mails on a 24-hours basis. If you have any enquiries, you are welcome to e-mail info@fxcmasia.com. Dealing Support Dealing Desk: +852-2119-0118 Trading Hours: Monday 5:15am HKT - Saturday 4am HKT (EST Summer Hours) Monday 6:15am HKT - Saturday 5am HKT (EST Winter Hours) Notes: US Summer Hours (Daylight Saving Time) start from the 2nd Sunday of March and end on the first Sunday of November. When the Winter Hours begin the time difference between US EST and HK time will increase from 12 to 13 hours. Trading hours and customer support will move back one hour operating from Monday 6:15am to Saturday 5am. Trading By Telephone When trading over the telephone, clients receive the same quotes available via the FX Trading Station. FXCM Asia maintains telephone lines exclusively for dealing and has sufficient capacity to handle all client transactions over the telephone during trading hours. There is no additional fee to trade over the telephone. Please note that trades placed over the telephone will not show on the system automatically (it may take several minutes) since the FXCM Asia staff enters it manually. When is it appropriate to call the dealing desk? All FXCM Asia clients are encouraged to call the dealing 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 Asia customer support staff, which is available 24-hours a day to assist you at +852 2119 0116. What if the trade was executed incorrectly? If you believe that a trade was executed incorrectly please contact the FXCM Asia 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 the best firewall protection to ensure that every transaction and customer record is completely authenticated and secure. FXCM employs back up 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 back-up files. All orders are GTC by default. Technical Support If you have any technical problem, including download/install trading station and/or plug-in, Internet connection, use of trading station, please contact FXCM Asia customer support staff, which is available 24-hours a day to assist you at +852 2119 0116. No Dealing Desk Trading Etiquette To Place a Trade or an Order Via the Phone: Trader/Client:When calling the dealing desk, the trader should specify account type. Dealer:"May I have your account number, please?" Trader:"My account number is 55555." Dealer:"May I have your login ID, please?" Trader:";My login ID is 55555." Dealer:"May I have the answer to your security question, please?" Trader:"My security question answer is Mulberry Street." Dealer:"May I have the name on this account, please?" (The dealer 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." Dealer:"Filled at 116.65." 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. Note:The Dealing Desk is unable to provide executable or indicative quotes for the No Dealing Desk option. The Sales & Client Services Desk is able to provide clients indicative quotes for the No Dealing Desk platform.  International In-Country Numbers Country/Region Phone Number USA 1-212-897-7660 Hong Kong 852-2119-0116 UK 44-(0)20-7398-4050  USA International Toll-Free Numbers Country/Region Phone Number USA 1-888-50-FOREX (36739) USA SPANISH 877-591-1857 UK 00-800-2233-4466 Japan 0066-3380-1334 Argentina 0-800-2233-4466 Australia 1-800-461-769 or 1-800-236-672 Bahamas 18772290013 Bermuda 18772290013 Brazil 08007612101 Canada 1-888-50-FOREX (36739) China 00-800-2233-4466 Colombia 018009134732 Costa Rica 08000130807 Cyprus 80097180 France 0800-909544 Germany 00-800-2233-4466 Greece 0080018092014732 Hong Kong 001-800-2233-4466 Hungary 00-800-2233-4466 Israel 00-800-2233-4466 Italy> 800-78-5081 Korea 002-800-2233-4466 Luxembourg 00-800-2233-4466 Mexico 18772290013 New Zealand 0-800-45-0331 Panama 0018002014732 Peru 080052180 Poland 008001113568 Singapore 001-800-2233-4466 South Africa 800990863 South Korea 00798-14-800-5902 Spain 00-800-2233-4466 Sweden 020-79-75-61 Switzerland 00-800-2233-4466 Taiwan 00-800-2233-4466 Thailand 001-800-2233-4466 Venezuela 08001005461