Seeing as it is one of the most popular trading platforms out there, eToro should have a robust customer service center, ready to answer any of the pressing questions and doubts you may have about the application, its main functions, and most importantly, any issues you might run into that can directly impact your trading performance and bottom line. What does it look like in reality? That's what we've set to find out in our comprehensive review of eToro's customer support department.
In this article, we'll go over the myriad of different ways in which you can reach out to eToro's support staff, bring up some of our own experiences with the service, as well as take a look at what others have said about it. By the time you're done reading, you should have a clear idea of all the pros and cons of the eToro customer service center and how they can help you out.
What Is eToro?
In a nutshell, eToro is an international, multi-asset social trading platform that allows its users to engage in trading CFDs (contracts for differences), stocks, cryptocurrencies, and ETFs (exchange-traded funds).
Established in 2007 and headquartered in Tel Aviv, Israel, eToro has developed a reputation for being a user-friendly, convenient trading site that grants users a lot of freedom and control over how they invest. It operates in 140 nations and has offices in five countries around the world.
eToro is a great choice for beginning investors, offering a lot of guidance and copy trading options for those who are just starting to dip their toes in the world of finance. For a more detailed overview of the platform and everything it has to offer, we highly recommend you check out our eToro review.
eToro Customer Service Center Overview
Here's a summary of the main functions of the platform's customer service department:
- Live chat support
- Chatbot
- Help Center
- Tickets
The eToro platform has a very comprehensive customer service center, where clients can search for and access a lot of useful information from the get-go. This is thanks to a massive Help Center that's basically a massively extended FAQ section, providing users with answers to some of the most pressing questions traders may have.
Of course, the Help Center page is not everything that eToro has to offer when it comes to customer support. You can easily contact eToro via a chatbot, live chat, or email. One of the main disadvantages of this system, especially for international stock market traders, is the lack of phone support. For some of the more difficult queries, a chatbot may not suffice, and waiting long hours until a representative becomes available can be quite a stressful experience, especially with a lot of money on the line.
It is also worth noting that eToro has accounts on the following social media platforms:
- YouTube
While contacting the customer service team through your eToro account should be your first choice, the social media sites mentioned above could serve as a good alternative point of contact, as well.
Main Features of eToro Customer Service
The eToro customer service center is packed with a wide variety of ways to resolve any particular issue you may have with the platform. You'll find a breakdown of all of them below.
Help Center
Before trying out any of the methods below, you might want to head to this section of eToro's site. It contains dozens of popular questions with detailed answers that might clear out your doubts and confusion in a matter of minutes.
Chatbot
For simple queries you can't find the answers to in eToro's Help Center, try giving their chatbot a shot. In our experience, it gave quite generic answers to most of the queries we've thrown at it, but some of them were very helpful, indeed.
Tickets
If your issue is complex but not necessarily pressing, submitting a customer support ticket is the best way to get it resolved and make sure it does not happen again. Tickets are looked at closely and passed on to the platform's development team if they're deemed to pertain to a problem that can affect usability for other eToro users.
Live Chat Support
While you may not be lucky enough to get connected to a representative immediately every time you use the live chat function, it's a much better way to get your problem sorted than talking to a chatbot.
Similarly to tickets, your email queries may take a bit more time to get resolved, but you'll receive a more detailed, comprehensive overview of your issue in the return message, helping you avoid a similar problem in the future.
Social Media
If all else fails, it is always worth it to contact eToro through one of their social media accounts, whether in the comment section under one of their posts or via private messages. Chances are that when your issue gains some traction on Twitter, Instagram, or Facebook, eToro will get back to you sooner rather than later.
eToro Customer Service Experience
We ran an extensive test of eToro's customer service, and we were most impressed by the reps' responsiveness and the help we received. All of the representatives we spoke to were knowledgeable not only about the functionality of the trading platform but also about trading in general, whether in fiat currencies, cryptocurrencies, or CFDs.
All in all, we found the live chat feature the most helpful when it comes to solving all sorts of queries, providing near-immediate assistance on any specific issue we threw at the representatives. While customer support tickets are a more detailed, comprehensive way to deal with an issue with the highest chance of resolving it so that it doesn't appear in the future, it is quite time-consuming to create a ticket, and eToro may take a while to respond to this type of query.
Customers who are eToro Club members have the additional advantage of being able to contact eToro customer service via WhatsApp, which is by far the most convenient communication method. The experience is similar to live chat support, but with WhatsApp, you're able to maintain a longer conversation and track your request more easily without having to re-open a chat and explain your issue to a different rep again, should it persist.
When using email to contact eToro, you can count on more detailed feedback on your issue, but with a longer response time. In our case, it never exceeded a couple of hours, but some users reported waiting more than a day for a reply.
As far as the chatbot is concerned, it was our least favorite option. Its responses, while helpful in most cases, were quite generic and mostly reiterative of the answers already included in the Help Center on eToro's website.
User Opinions
In order to obtain a full picture of the services of eToro's customer support staff, we took a look at what other users are saying on Trustpilot, one of the leading review aggregators for companies and all sorts of service providers. Here are some of the highlights:
The Good
- “Etoro's customer service is superb. Absolutely superb. Not only the promptness but also the intelligence, attentiveness and sharpness of Etoro's account managers.”
- “No issues with deposits and withdrawals and customer service is also excellent. My account manager Callum is terrific and always on standby to resolve any issues.”
The Bad
- “Their customer service is horrible. I waited for the deposit for more than a week to reach them only for them to tell me it was reversed.”
- “No customer service that will pick up the phone, lacks a lot of information, etc.”
As you can see, the effectiveness of eToro's customer service is a bit of a mixed bag. Sometimes, the inconvenience caused by a particular issue and its difficulty can also affect the way one feels about the performance of a trading platform's customer service team. It's also worth noting that eToro Club members had a much more positive experience thanks to having access to a dedicated account manager.
eToro Customer Service: The Bottom Line
The standards of eToro's customer service department are quite high, especially when compared to some other trading platforms out there. The comprehensive Help Center is there to resolve your issues before you have to resort to reaching out to their team, saving you a fair bit of time and effort. Additionally, they have a variety of options to accommodate both time-sensitive issues, such as their chatbot and live chat support.
Their ticket system is understandable and easy to use, albeit a little time-consuming. Still, it is the best way to resolve any of your investing issues, all the while providing eToro with valuable data to improve the platform.
All in all, the eToro customer service department definitely stands up to the task and is able to assist you with any concern you may have regarding your assets, account, or trade status. You should also keep in mind that once you reach the Silver Tier of eToro Club (which is unlocked after achieving a $5,000 balance, either through successful trading or deposits), you'll receive access to WhatsApp support and an account manager who will be able to help you in a more personal way.
If you're looking for more trading tips and reviews of the most popular platforms and brokers around, Public Finance International has got you covered! Check back with our website regularly for more finance-related content.
Frequently Asked Questions
Is my money safe with eToro?
eToro is as secure as it can get when it comes to protecting your privacy and the security of your funds while trading on the platform. The broker is a regulated financial services company, and as such, it is monitored and audited on a regular basis in a number of territories.
What is the quickest way to get a response from eToro customer service?
There is no guaranteed response time, but you'll have the best chance of receiving a fast response when you contact eToro via live chat or by using their chatbot.
What do eToro account managers do?
Your account manager at eToro will help you with all things trading related, including solving some of the issues you may encounter. However, their responsibilities go far beyond mere assistance with problems. They will also advise you on the trades you make, analyze and recommend assets to invest in, as well as provide other, user-specific services.
