Contact EtheraFX

1. Contact Overview

You can contact EtheraFX using the email channels below. Choosing the right channel helps us route your request and respond more efficiently.

If you are logged in, you can also open a support ticket from the support area of the Platform, which lets you track the status of your request and any replies.

2. Customer Support

For general questions about your account and the Platform, contact our support team by email, or open a support ticket if you are logged in.

Logged-in users can open a support ticket from the in-platform support area. Tickets can be categorised — for example: deposits, withdrawals, trading, futures, KYC, account, or technical — and you can follow their status and replies.

We aim to respond as soon as reasonably possible, but we do not guarantee specific response times, and we do not offer telephone support or live chat.

3. Account, Login, and Security Issues

If you have trouble logging in, suspect unauthorised access, or notice suspicious activity on your account, contact support as soon as possible at Support@EtheraFX.com.

For urgent security issues — such as a suspected account compromise — report it to us without delay so we can help protect your account.

Before discussing account-specific matters, we may need to verify your identity and that you are the owner of the account.

4. Deposits, Withdrawals, and Wallet Support

For questions about deposits, withdrawals, or wallet balances, contact support at Support@EtheraFX.com, or open a support ticket if you are logged in.

Deposits and withdrawals may be subject to verification, compliance (KYC/AML), risk, banking, payment provider, and blockchain checks, and may be delayed or declined as a result. We cannot guarantee that any deposit or withdrawal will be processed within a specific time.

When contacting us about a transaction, include the relevant details described in the section on information to include, but never include private keys or seed phrases.

5. KYC, AML, and Verification Support

For help with identity verification (KYC), anti-money-laundering (AML) checks, or document submission, contact support at Support@EtheraFX.com, or use the verification area of the Platform where available.

We may request additional documents or information to complete verification, as required by law and our compliance obligations. Providing accurate, complete, and genuine information helps avoid delays.

6. Trading and Platform Support

For questions about platform features, orders, charts, or technical issues, contact support at Support@EtheraFX.com, or open a support ticket.

Support can help you understand how the Platform works, but does not provide investment, trading, tax, or legal advice and will not tell you what, when, or how to trade. You are solely responsible for your own trading and investment decisions.

7. Complaints

If you wish to make a complaint, you can contact us by email at the address below.

Please describe the issue clearly, including relevant dates, your account email, and any reference numbers, so we can investigate. We will handle complaints in line with our internal procedures and applicable requirements.

8. Legal and Compliance Contact

For legal, compliance, data protection, and regulatory matters, contact us by email at the address below.

This channel is for formal legal and compliance correspondence and is not intended for general support questions, which should be sent to support.

9. Regulatory and Law Enforcement Requests

Regulators, authorities, and law enforcement agencies should send formal requests to Legal@EtheraFX.com, together with appropriate official documentation and legal authority for the request.

We review and respond to valid requests in accordance with applicable laws and our legal obligations. Please include sufficient detail to allow us to identify the relevant matter.

10. Response Times

We aim to respond to messages as soon as reasonably possible. We do not guarantee instant replies, and response times may vary depending on factors including:

• the type and complexity of your request;
• your verification status and the need for identity checks;
• security, fraud, risk, or compliance reviews;
• delays at banks, payment providers, or custodians;
• blockchain network conditions and congestion;
• regulatory or legal obligations;
• periods of high contact volume.

Urgent security issues are prioritised; please mark them clearly when you contact us.

11. Information to Include When Contacting Us

To help us assist you quickly and securely, please include relevant details with your message:

• the email address registered to your account;
• a clear description of the issue and what you expected to happen;
• approximate dates and times, with your time zone if possible;
• for deposits or withdrawals: the amount, currency, and any transaction reference or blockchain transaction ID;
• for technical issues: your device, browser, and any error messages;
• any relevant ticket or reference numbers.

Never include passwords, 2FA codes, private keys, seed phrases, or full payment card details in any message (see the security notice below).

12. Security Notice

Your security matters. Please follow these rules when contacting us:

• EtheraFX will never ask you for your password, 2FA codes, private keys, or seed phrases;
• never share your password, 2FA codes, private keys, seed phrases, or full card details with anyone, including people claiming to be staff;
• only use the official email addresses and the Platform listed on this page;
• be cautious of phishing messages, fake support accounts, and offers that seem too good to be true;
• if you suspect fraud or that your account has been compromised, contact support immediately.

If a message claims to be from EtheraFX and asks for any of the above, treat it as fraudulent and report it to us.

13. Important Limitations

Please be aware of the following when contacting us:

• we do not provide investment, trading, tax, or legal advice through support;
• we cannot guarantee instant replies or specific resolution times;
• we cannot guarantee that any deposit, withdrawal, or transaction will be completed within a specific time, as some are subject to compliance, banking, payment provider, or blockchain factors;
• we cannot guarantee recovery of funds sent to incorrect addresses or lost due to user error;
• we do not offer telephone support or live chat;
• support may require identity and account verification before discussing account-specific matters.

These limitations do not affect any rights you may have under applicable law.

14. Company Details

The Platform is operated by the entity below: