XS's support is the desk that takes enquiries by live chat and email (support@xs.com), open 5 days a week on weekdays, with backoffice@xs.com also listed when identity verification is rejected.
Summary: two ways to contact XS, live chat and email
- The channels are live chat and email at support@xs.com.
- Support is open 5 days a week, on weekdays. No specific times are stated officially.
- backoffice@xs.com is listed as a contact for when identity verification is rejected.
- A phone line and supported languages are not stated on the official pages checked.
- This site is not XS support. It cannot handle individual accounts.
XS contacts and days of operation
| Channel | Contact | Official information |
|---|---|---|
| Live chat | Bottom of the help center pages | 5 days a week, on weekdays. No times stated |
| support@xs.com | 5 days a week, on weekdays. Listed in several answers | |
| Email (identity verification rejected) | backoffice@xs.com | Listed as the contact for when verification is rejected |
| Phone | Not stated | Not stated on the official pages checked |
| Languages | Not stated | This site's broker data lists Japanese-language support |
※ Channels and days of operation can change. Rely on the latest information in the client area and help center.
What to prepare before contacting XS support
- The email address you registered with XS (send from that address).
- Your client ID and your MT4 or MT5 account number (check them in the client area).
- What went wrong: when, what you did, and what was displayed.
- For deposits and withdrawals, the request date, method, amount and proof of transfer. Also note any ID number shown on screen, such as a withdrawal ID.
- For identity verification, the type of document you submitted and the rejection email.
Never send passwords or authentication codes
Do not write passwords, two-factor codes or trading account credentials in emails or chat.
Which contact for which case, and which page to read first
| Case | Contact | Page to read first |
|---|---|---|
| Cannot log in, or the registered email is unusable | Live chat / support@xs.com | Login page (/en/login/) |
| Identity verification is taking longer than expected | support@xs.com, from your registered email | Verification page (/en/verification/) |
| Identity verification was rejected | Live chat / support@xs.com / backoffice@xs.com | Verification page (/en/verification/) |
| The verification code does not arrive | Live chat / support@xs.com | How-to-open page (/en/how-to-open/) |
| A deposit does not show up | Live chat / support@xs.com | Deposit-not-showing page (/en/deposit-not-reflected/) |
| A withdrawal has not moved after 24 hours | support@xs.com (include the request date, method and amount) | Deposits and withdrawals page (/en/deposit-withdrawal/) |
| A bonus is not credited or has gone | Live chat / support@xs.com | Bonus-not-credited page (/en/bonus-not-credited/) |
※ The official bonus pages do not state a contact. Use the help center contacts.
Beware of impersonators, and what this site does
- If you get a reset email you did not request, do not open the link. Contact support.
- Use only the contacts listed in the official help center.
- If someone claiming to be support contacts you by social media or messages, confirm through the official channels that it is real.
- This site is an information site. It cannot handle individual XS accounts, deposits or withdrawals.
XS fees overview (deposit and withdrawal fees)
What to check when an XS deposit does not show up
Conditions change by account, country of residence and time, so the official information shown during registration takes priority.