Help is at the bottom of the menu, under Your FxMind account. On the left are the guides. On the right are your support chats. The one rule that never changes: support never asks for a broker password, in a chat, a ticket or anywhere else. If someone does, it is not us.
Find an answer first
- Type in the box What are you stuck on? The list narrows as you type, and Enter opens the first match.
- No words in mind? Press one of the examples under Traders often search: investor password, missing trades, 2FA, card.
- Or start with Start here, six short articles in order, then the topics below it: Linking accounts, Trading desk, Guards, Journal, Analyst and briefs, Billing, Security.
- Nothing matches: the page offers Email support about this with your words as the subject. Try fewer words first.
Start a support chat
- On the Help page, press Start a new chat. From an article, use its ask-support link and your question is filled in.
- Pick one of the common questions or write your own message. Say which page, what you clicked and what you saw. Times, pairs and ticket numbers help most.
- The chat is answered by AI, and a line under the message box says so: by using it you agree to the privacy terms. There is no chat with a person. If the assistant cannot solve it, ask for our team and it offers to open a support ticket, which a person answers.
- Press Send. The assistant usually answers within a minute, and every answer is labelled AI.
What the assistant does
- It answers how-to questions from the help center, in the language you write in, step by step.
- It can read your own account, only to look: your plan, linked accounts, recent trades and orders, guard settings and activity, billing, recent emails and earlier chats. It cannot change anything.
- It says when it does not know. It does not answer questions that are not about FxMind.
- It never tells you to buy or sell.
When a person replies
A person takes over in these cases, and the chat becomes a ticket with a number:
- You ask for one. The assistant offers to open a ticket. Say yes, or write open a ticket.
- The question is about money (a charge, an invoice, a refund), account security, or not being able to sign in. These go to a person every time, without the assistant answering.
- The assistant is not sure, or two answers in a row did not help.
You will see Ticket # with a number and a line such as Our team replies here and by email. Replies on a ticket are sent by a person, who may use AI to draft them. The reply appears in the chat and is also sent to your account email.
How fast a person replies
This is the target for the first reply from a person, by plan:
- Free
- within 48 hours
- Trader
- within 24 hours
- Pro
- within 8 hours
- Elite
- within 4 hours
- Desk
- within 2 hours
The Help page shows the number for your plan next to your chats. It is a target for the first reply, not a promise that a problem is solved in that time.
Your chats and history
- Each open chat shows where it stands: FxMind support is answering, We reply by email, Waiting for your reply or Closed. A highlighted line at the top of Help appears when a chat is waiting for you.
- Search your chats with the box above the list. You can have 5 open chats at a time.
- In a chat, the menu lets you rename it or close it. Closing is final: the chat stays readable, and you start a new one to write again.
- A chat closes by itself 48 hours after our last message if you have not written back. Start a new chat when you need us again.
- Closed chats are under Chat history: newest first, ten a page, with their own search.
If chat does not work
- A message says chat is not available from here right now: write to support and a person answers by email.
- Too many chats started today, or messages sent too fast: wait a few minutes.
- A message is too long: split it into shorter ones.
- In the demo account, the assistant answers from the chat button at the bottom right. Demo chats are anonymous, are not saved and never become tickets. To reach our team, create your own account.
What the assistant can look at
When you are signed in and have agreed to AI, the assistant reads your own account and tells you what it found, for example "your MT5 account shows a connection error" or "your last import skipped 3 rows". Then it gives numbered steps and offers more help. It greets you by your first name once, at its first answer. Answers are usually under 80 words, and up to 180 when the steps need it. It never gives trading advice and never promises refunds.
- Your plan and trial, your linked accounts and their connection status, your guards.
- Recent orders and trades, the journal summary and your latest trade notes.
- Emails and notifications we sent you and whether they arrived, your alarms, news alerts and scheduled orders.
- Imports and skipped rows, your recent sign-ins (country and device only), referral status (wallet state and a masked payout address only).
- Your data export and deletion requests, billing and past support conversations.
It only ever sees your own account. It never sees passwords, keys, tokens, a full IP address or a full wallet address.
Which page you are on, and signing in
- Opened inside the app, the chat knows which page you are on (for example Journal, import trades), so "this page" and "here" work. It does not see your screen and never reads what you typed into the page.
- Signed out, it cannot see any account. Ask it to send a one-time code to your email, or sign in.
- If your account has two-step sign-in (an authenticator app or a passkey), an email code alone does not open it. Sign in first, then open the chat from inside the app.
- If you have withdrawn your AI consent, the chat goes to a person through a ticket and no AI reads anything.
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Still need help
Write to support with your account email and what you see on screen. First reply within 48 h on Free, 24 h on Trader, 8 h on Pro, 4 h on Elite, 2 h on Desk.
Contact support