Before You Open the Chat · FxPro UAE — FxPro United Arab Emirates 2026

Ask the team

FxPro support channels at a glance

The two questions that come up most

Almost every getting-started question about a trading account has one of two shapes: something about the price an order was filled at, or something about an instrument that cannot be found in the list. Both are far quicker to answer when the details arrive with the question.

A message that names the symbol, the side the position was on and what the terminal showed at the time can usually be answered in a single reply. Without those three things it takes several, and each one costs a round trip.

Asking about a fill: name the side

A buy is filled on the upper side of the quote and closed on the lower one; a sell works the other way round. A large share of “my order filled at the wrong price” questions dissolve the moment that is on the table, because the chart draws only one of the two lines.

So when writing about an entry or an exit, say whether the position was long or short, whether the order was a market order or a pending one, and what the spread column showed at that moment.

Asking about an instrument you cannot find

The symbol list carried by an account is long, and Market Watch shows a short selection of it until the full list is opened. An instrument that looks absent is usually present under a different string, in a group that is not on screen.

Include the exact name you searched for. Metals, indices and shares are named by convention rather than by their everyday word, and in most of these messages the search string is the entire problem.

What to have in front of you

Three things make almost any account question answerable: the symbol, the account type, and the terminal journal entry — a copy or a screenshot. The journal records what the platform did, in order, with times attached.

State those times in the server clock as well as your own. Session boundaries and the financing moment are defined server-side, so a local timestamp has to be converted before it lines up with anything.

Which channel fits which question

Anything touching money on a funded account belongs with official support inside the FxPro app and the FxPro Direct account area, according to FxPro. Nothing on an independent partner page can move a balance or change an account setting.

Questions about how the platform behaves — which side an order uses, where a symbol lives in the list, how to read a specification — are exactly what the team on this page can answer, and they do not require an account to exist yet.

Before you send the message

Read the question back and check that it names one symbol rather than several. Bundled questions get bundled answers, and the part you cared about is usually the one that gets the shortest paragraph.

If the answer is likely to be a number, say which number you already have. A reply that confirms or corrects a figure you supplied is worth more than one that starts again from nothing.

A message that gets a useful first reply

1. Name the instrument exactly as it appears in Market Watch.
2. Say whether the position was long or short — the side decides which line of the quote the entry, the stop and the target each used.
3. Say whether it was a market order or a pending one, and whether a stop or a target was attached.
4. Quote what the spread column showed at the time, if you have it.
5. Give the time in the server clock as well as your own.
6. Attach the journal line or a screenshot of the terminal rather than describing it from memory.
7. Ask one question per message, and leave a contact you actually read.

For anything touching a funded balance, the channels inside the FxPro app and the FxPro Direct account area are the ones with access to the account; the team on this page is an independent partner team.

What to include, and why it shortens the answer

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