Contact Us FBS
FBS Support Communication Channels
FBS provides comprehensive customer support services to South African traders through multiple communication channels. Our support team operates 24 hours a day, 7 days a week, ensuring assistance whenever markets are active. We maintain dedicated support lines for South African clients, with response times typically under one minute. The support infrastructure includes live chat, email, phone support, and social media channels. Our representatives communicate in multiple languages to serve our diverse client base effectively.
Contact Information Overview:
Channel | Details | Response Time |
Phone | +357 22 010970 | Immediate |
Within 1 hour | ||
Live Chat | Website/App | Under 1 minute |
Callback | Request Form | Same day |
Social Media | Multiple platforms | Within 2 hours |
Primary Support Categories
Our support system divides inquiries into specialized departments for efficient resolution. The technical support team handles platform-related issues and trading functionality questions. Financial specialists manage deposit and withdrawal inquiries. Account managers assist with registration and verification processes. The compliance team addresses regulatory and documentation requirements. Trading experts provide market-related information and clarification of trading conditions.
Technical Support Services
The technical support team specializes in platform functionality and trading execution issues. They assist with installation procedures for trading platforms and mobile applications. Connection problems and technical glitches receive immediate attention. The team provides guidance on platform features and trading tool implementation. Technical support maintains direct communication with development teams for complex issue resolution.
Email Support Protocol
Email support follows strict security and response protocols. Each inquiry receives a unique tracking number for follow-up reference. Support tickets undergo priority classification based on urgency and complexity. Key elements of the protocol include:
- Secure information transmission through encrypted channels
- Unique tracking numbers for all inquiries
- Priority-based ticket classification
- Standardized response templates
- Personalized communication approach
- Systematic follow-up procedures
Response templates ensure consistent information delivery while maintaining personalization. Follow-up procedures confirm issue resolution and client satisfaction.
Documentation Requirements
When contacting support regarding account verification or financial operations, specific documentation requirements apply. Identity verification requires clear copies of government-issued identification. Proof of residence must be recent, dated within three months. Financial documentation needs vary based on payment methods used. All documents undergo security verification before processing continues. Additional documentation may be requested for specific situations.
Contact Methods for Different Inquiries
Different types of inquiries require specific contact methods for optimal resolution. Account-related questions should be directed through secure email channels. Trading platform issues receive fastest resolution through live chat support. Financial transactions require verification through dedicated secure channels. General inquiries can utilize any available communication method. Emergency support situations receive priority handling through direct phone contact.
Primary support categories include:
- Account Management
- Technical Assistance
- Financial Operations
- Trading Conditions
- Security Concerns
- Platform Support
Social Media Communication Channels
FBS maintains active presence across major social media platforms for South African traders. Our Facebook page provides regular updates about market conditions and company news. The Telegram channel delivers instant trading notifications and market insights. Twitter updates include real-time market information and support announcements. Instagram showcases company events and educational content. LinkedIn connects traders with professional network opportunities and corporate updates.
Live Chat Support Features
The live chat system operates through both website and mobile platforms. Chat sessions begin with automated verification to protect account security. Support agents access complete account histories during chat sessions. File sharing capabilities allow secure document transmission. Chat transcripts remain available for future reference. The system maintains conversation continuity even if connections interrupt.
Support response metrics:
Type of Inquiry | Average Response | Resolution Time |
General Questions | Under 1 min | 5-10 min |
Technical Issues | Under 2 min | 15-30 min |
Financial Matters | Under 3 min | 1-24 hours |
Complex Cases | Under 5 min | 1-3 days |
Callback Request System
The callback system allows traders to schedule support calls at convenient times. Requests specify preferred contact times and discussion topics. Support specialists prepare relevant information before callbacks occur. Scheduled calls receive priority handling within specified time windows. Multiple callback attempts ensure successful contact completion. Call records maintain quality control standards.
Regional Support Coordination
South African traders receive support coordinated with local trading hours. Support staff understand regional banking systems and payment methods. Local regulatory requirements guide support procedures and documentation requests. Time zone considerations affect scheduled support activities. Regional market events receive specialized attention from support teams.
Emergency Support Procedures
Emergency situations activate expedited support protocols. Account security issues receive immediate attention through dedicated channels. Trading platform disruptions trigger rapid response procedures. Payment processing emergencies undergo expedited review processes. System-wide issues generate automated notification protocols. Emergency support remains available during all trading hours.
Frequently Asked Questions
Standard inquiries receive responses within one minute through live chat, one hour via email, and same-day for callback requests. Complex issues may require additional processing time based on the nature of the inquiry.
Use official FBS communication channels only. Email sensitive documents through the secure client portal. Never share login credentials or personal information through unofficial channels or social media platforms.
Have your account number ready, prepare relevant transaction IDs or screenshot evidence of issues, and gather any required documentation based on your inquiry type. This speeds up the resolution process significantly.
