eToro Customer Support

Written by Nick Zelver

Fact checked by Wikitoro Team

Updated Mar, 2024

Embarking on your trading journey with eToro can be exciting, but encountering technical issues or other challenges is a possibility. Knowing how to effectively reach out to their support team is crucial for a smooth trading experience. This guide is designed to provide you with comprehensive insights into this platform's customer and technical support services, drawing from real-life interactions and experiences with their support department.

By the end of this page, you'll be equipped with all the necessary information and strategies to contact eToro's support team efficiently. Whether you're facing technical difficulties or need assistance with your account, understanding your options and the steps to take can make a significant difference in resolving your concerns promptly.

Stay tuned till the end of this guide to ensure you're fully prepared to handle any issues that may arise during your time on the eToro platform.

Supported Languages

Are you curious about what languages does eToro customer service support? From my personal experience, I found that their email support is available in multiple languages including English, French, Spanish, German, Arabic, Italian, and Chinese. However, it's important to note that their live chat assistance is exclusively in English, as other languages are not supported on this platform.

Hours of Operation

So what are eToro's customer service hours? Understanding this is crucial, especially if you need prompt assistance. There's a lot of conflicting information online about their availability. Some sources claim they're available 24 hours on weekdays, while others suggest they operate only during office hours.

To clarify this, I personally reached out to their live chat. Based on my interaction, the customer service team is available 24/7 from Monday to Friday via live chat. Additionally, they offer an automated chatbot service around the clock.

For email support, you can contact them anytime by opening a ticket through their Customer Service Center.

Automated Chatbot

eToro's automated chatbot is another convenient option for customer support. Utilizing advanced AI technology, this chatbot is surprisingly intuitive and capable of addressing a range of eToro info and inquiries.

My personal experience with the bot was quite positive. For instance, when I asked, "What's the minimum trade for crypto?" it accurately responded with "$10". The bot efficiently handled most of my basic questions. However, it's important to note that it has limitations, such as not being able to address complex issues or perform specific actions on your account, which would require a human agent.

Nevertheless, this chatbot is a valuable resource, especially for queries outside of business hours.

Contacting Customer Service Using the App or Platform

If you're on the web-based trading platform or using their mobile apps, reaching out to customer support is straightforward. Here's how:

1. Navigate to “Help & Resources” in the menu under your profile.
2. Select “Start Chatting” to initiate a live chat session with an available agent.

That's how simple it is.

Customer Service Center

The platform's Customer Service Center acts as a comprehensive hub for tracking the progress of your inquiries and maintaining a record of resolved issues. The interface is user-friendly, allowing you to specify your concern through simple drop-down menus like “Type of Query” and “I would like help with”. This helps in pinpointing the exact issue you need assistance with.

Additionally, the platform enables you to upload files, such as screenshots, to provide a clearer context for your query. To open a new ticket, visit www.etoro.com/customer-service and select “Open a Ticket”. This centralized system ensures that your concerns are addressed efficiently and effectively.

Live Chat Accessibility

Upon attempting to access eToro's live chat feature directly from their website without being logged in, I discovered that this service is exclusively available to logged-in users. Moreover, it appears that live chat is currently a privilege reserved for eToro Club members, as part of the exclusive benefits offered by the Club membership.

Rating the Live Chat Experience

At the conclusion of each live chat session, eToro prompts users to rate the experience as either positive or negative. This feedback mechanism is crucial for maintaining and enhancing the quality of their customer support. I strongly encourage providing genuine feedback rather than skipping or randomly rating the service. During my interaction, I appreciated the agent's friendliness but also suggested the addition of weekend support in my feedback. Honest responses like these can drive meaningful improvements in their service.

Receiving a Live Chat Transcript

After the live chat session, eToro emails a complete transcript of the conversation. This is incredibly useful for reviewing any critical details you might have missed or wish to revisit after the session has ended. I recommend keeping these transcripts for future reference. They are typically small in size, occupying minimal space in your inbox. For instance, the transcripts I've received were just a few bytes each, making them easy to store without cluttering your email.

The @eToro_Service Profile

On the eToro app, there's a dedicated profile named "eToro Customer Service," which you can find under the username @eToro_Service. This profile serves as a public forum for discussing general service issues related to the platform. If you have a query or face an issue, you can post it here, and typically, the eToro team responds within minutes through a reply to your post.

It's crucial to remember: Any post you made on this profile are public and visible to other eToro users. Therefore, I advise exercising caution and avoiding the disclosure of any personal information or passwords in your posts. This channel is best used for general inquiries or issues that don't require sharing sensitive details.

Another Alternative: The @eToroTeam Profile

In addition to this profile, I also recommend following their more dynamic profile, "eToro Team," accessible via the username @eToroTeam on the app. This profile is notably active, regularly posting updates about their services. I've personally followed them to stay informed about the latest developments. It's important to note, though, that this profile is not intended for direct customer support queries. For assistance with specific issues, other customer service channels should be utilized.

Opening a Ticket for Customer Service and Technical Support

If you need to reach out to eToro's customer service or technical support, opening a ticket is a straightforward process. Here's how you can do it:

1. Navigate to “Help & Resources” located under your profile menu.
2. Choose “Visit Our Help Center.” This directs you to the customer service page, which is also accessible via a browser at www.etoro.com/customer-service.
3. Click on “Open a Ticket.”
4. Accurately fill in the details in the drop-down menus for “Type of Query” and “I Would Like Help With.”
5. Complete any additional questionnaires that follow.
6. If necessary, upload a supporting file. Note that the maximum file size is 15MB, and acceptable formats include gif, webp, pdf, png, doc, txt, jpeg, and docx.
7. Once all information is provided, click “Send Message.”

Ticket Response Time: Be aware that response times can vary, especially during periods of high query volumes. It may take anywhere from a few days up to 14 days to receive a response.

Escalating an Issue with eToro's Customer Support

In the event that you're not satisfied with the resolution provided by eToro's customer service, there are ways to escalate your issue:

• Submit a Formal Complaint: Their website features a complaints section where you can submit a detailed formal complaint. This allows you to elaborate on the issue and seek further assistance. The customer service team at eToro will review your complaint and respond as promptly as possible.
• Contact Regulatory Authorities: Should you feel that your issue remains unresolved to your satisfaction, reaching out to the regulatory authorities in your region or country is an option. This could include financial regulatory bodies, consumer protection agencies, or other relevant authorities, depending on the nature of your issue.

Raising Complaints

I've also wondered, how can I file a complaint with eToro in case I encounter an unresolved issue, concern or other important matters? I discovered that this process is quite straightforward.

Simply use the official complaint form available on their website. After submitting my complaint, I was able to track its status via eToro's Customer Service Center page.

☝️ A tip from my experience: When raising a complaint, be as detailed as possible. Providing comprehensive information can significantly expedite the resolution process.

And That's a Wrap!

You've come to the end of this comprehensive guide on navigating eToro's customer support. I trust that the insights and information shared here will prove invaluable in addressing any issues, concerns, or queries you might have regarding your trading account with this broker.

Remember, eToro offers a variety of support channels, from help resources to dedicated support profiles. If you ever find yourself in need of assistance, don't hesitate to reach out to them. With multiple contact options available, getting the support you need is just a few clicks away.

eToro is a multi-asset platform which offers both investing in stocks, as well as trading CFDs.

Please note that CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. 51% of retail investor accounts lose money when trading CFDs with this provider. You should consider whether you understand how CFDs work, and whether you can afford to take the high risk of losing your money.

This communication is intended for information and educational purposes only and should not be considered investment advice or investment recommendation. Past performance is not an indication of future results.

Copy Trading does not amount to investment advice. The value of your investments may go up or down. Your capital is at risk.

eToro USA LLC does not offer CFDs and makes no representation and assumes no liability as to the accuracy or completeness of the content of this publication, which has been prepared by our partner utilizing publicly available non-entity specific information about eToro.