Contact Us – EC Markets New Zealand Support Centre

Multiple Ways to Reach Our New Zealand Support Team

At EC Markets, we offer a variety of customer service channels tailored to New Zealand traders. Our local support team is well-versed in FMA regulations and specific market conditions. You can contact us via live chat, email, or phone depending on your needs. Each method aims to provide timely solutions for account issues, platform navigation, or trading inquiries. Our support is fully conducted in English to ensure clear communication.

Live Chat Support System Features

Accessing Live Chat Through Client Portal

To use live chat, log into your EC Markets client portal and find the chat icon at the bottom-right corner. Click the icon to start a session with a support agent who automatically receives your account details. This reduces repetitive identity verification and accelerates assistance. Our agents can also initiate screen sharing to guide you through platform features and settings. The chat system supports real-time troubleshooting and trading advice.

Chat Support Categories and Routing

Live chat queries are segmented by issue type for efficient routing. Technical problems connect you to platform experts familiar with MetaTrader 4 and 5. Account-related concerns route to verification specialists handling KYC and document checks. Trading queries reach market analysts who explain order types, leverage options, and risk management settings. Compliance questions are directed to regulatory experts knowledgeable about New Zealand’s FMA rules.

Using this categorisation ensures you engage with the right expert promptly and receive tailored solutions.

Email Support Procedures and Response Framework

New Zealand clients can email [email protected] with detailed descriptions of their issues. Always include your full name and account number to speed up verification. Attach screenshots or error messages when relevant, as these help diagnose problems faster. We prioritise emails based on urgency; critical trading issues get fast responses, while general queries are handled within 24 hours. Our team maintains email threads with reference numbers for tracking progress.

Email support covers account verification submissions, platform bugs, payment queries, regulatory compliance, and partnership inquiries. We recommend using clear subject lines and comprehensive problem details to expedite service.

Email Query Categories

• Account verification and KYC documentation
• Technical issues with trading platforms
• Deposit and withdrawal questions
• Regulatory compliance clarifications
• Affiliate and partnership communications

Phone Support Infrastructure and Operating Hours

New Zealand Toll-Free Number Access

EC Markets provides a dedicated toll-free phone number for New Zealand traders: +64-9-XXX-XXXX. Phone support operates during local business hours, from 9:00 AM to 6:00 PM NZST. This channel is designed for urgent issues such as account lockouts or immediate technical difficulties. Callers are connected to agents who can access accounts live during the call for faster resolution.

Phone Support Capabilities and Limitations

Our phone team can reset passwords, unlock accounts, and explain how to navigate or operate the platform. However, they cannot place trades for clients due to regulatory restrictions. When complex technical problems arise, calls are escalated to specialized teams. Callers may schedule callbacks if issues require further investigation. All calls are recorded with prior notification, ensuring transparency and compliance.

Comprehensive FAQ Database and Self-Service Options

EC Markets offers a searchable FAQ section with over 200 articles relevant to New Zealand traders. The knowledge base covers a wide range of topics, including trading basics, platform installation, and payment methods. It is regularly updated to reflect current procedures and regulations. Users can search using keywords or natural language, with results ranked by relevance.

Video tutorials complement written content, providing visual assistance for complex tasks like MetaTrader setup and advanced order placement. Videos include subtitles and downloadable transcripts for accessibility.

Account-Specific Support and Verification Assistance

KYC Documentation Support Process

EC Markets assists New Zealand clients with submission and formatting of KYC documents. Acceptable forms include NZ driver licences, passports, and utility bills. Submitted documents must meet minimum quality standards: 300 DPI resolution, full visibility, and clear text. Images should show all corners without cropping or editing.

Common resubmissions occur due to expired documents, poor image clarity, or inconsistencies in address details. Our verification team provides clear feedback to facilitate prompt approval.

Account Recovery and Security Procedures

Account recovery requires multi-factor identity verification, including answers to security questions and document checks. Password resets are performed via email links valid for 15 minutes. Multiple failed login attempts trigger temporary locks requiring support contact. We support two-factor authentication apps like Google Authenticator and Authy. Our team helps with setup, backup codes, and recovery options.

Trading Platform Technical Support Services

Our technical support team specialises in MetaTrader 4 and MetaTrader 5 platforms, providing installation and troubleshooting help. We supply verified installation files and guide users through server connectivity setup. Support extends to installing custom indicators and Expert Advisors, including testing and configuration advice.

We prioritise resolving connection problems that impact trading performance. Our experts diagnose network issues, server errors, and software conflicts. We also advise on performance optimization, including recommended chart settings, indicator management, and system resource allocation for smooth operation.

Regulatory Compliance and Legal Support Framework

FMA Compliance Assistance

EC Markets ensures all client interactions comply with New Zealand’s Financial Markets Authority rules. We explain trading restrictions, leverage caps, and investor safeguards. Our support includes information on negative balance protection, segregated client accounts, and dispute resolution mechanisms. We also assist in determining client classification as retail or professional, which affects product accessibility and leverage limits.

Dispute Resolution and Escalation Procedures

Our formal complaint handling follows FMA guidelines, with initial responses within 5 business days and full investigations completed within 45 days. Escalations include internal reviews and access to the Financial Services Complaints Limited (FSCL) for external resolution. Clients receive guidance on documentation requirements such as communication records and account statements to support dispute claims.