HFM Contact Information
Contact Methods Overview
HFM maintains multiple communication channels for traders in South Africa. The primary contact center operates 24/5, providing continuous support during trading hours. South African traders can reach HFM through local telephone numbers, email, and live chat services. The support team addresses inquiries in multiple languages, including English and Afrikaans. Local support operates from the Johannesburg office, ensuring understanding of regional trading requirements.
Support Contact Information
Primary Contact Methods:
• Local Phone: +27-104439924
• Toll-Free: +27-800999265
• Email: [email protected]
• Office: Katherine & West, Suite 18, Second Floor, 114 West Street, Sandton, 2031
Department-Specific Contacts
| Department | Response Time | |
| General Support | [email protected] | Within 24 hours |
| Trading Desk | [email protected] | 1-2 hours |
| Compliance | [email protected] | 2-3 business days |
| Partnership | [email protected] | Within 48 hours |
Live Chat Support Services
Live chat support provides immediate assistance during trading hours. Support representatives respond to inquiries typically within 2-3 minutes.
Chat Support Features:
• Instant connection to support staff
• Real-time problem resolution
• Document sharing capability
• Multi-language support options
• Verification process assistance
The chat system requires basic information including name and email address before connection. Chat support handles account queries, trading platform assistance, and general information requests.
Chat Operating Hours
Live chat services operate Monday through Friday, aligned with trading hours.
Operating Schedule:
- Monday-Friday: 24 hours
- Weekend: Emergency support only
- Holidays: Limited availability
- Market hours: Full support capacity
Electronic Communication
Email communication provides documented support for complex inquiries.
Email Support Channels:
• General inquiries: [email protected]
• Technical support: [email protected]
• Account verification: [email protected]
• Trading desk: [email protected]
Response times vary based on inquiry complexity and department workload. The system maintains communication history for future reference.
Telephone Support Structure
Telephone support operates through regional numbers reducing international call costs.
Support Line Categories:
- General support: +27-104439924
- Trading desk: +27-800999265
- Technical support: +27-104439925
- Account management: +27-800999266
Priority Support Lines
Premium account holders access dedicated support lines with reduced wait times.
Priority Service Benefits:
• Dedicated phone numbers
• Reduced wait times
• Senior support staff access
• Extended support hours
• Emergency trading assistance
Office Visitation Protocols
The Johannesburg office accepts scheduled visits for account discussions. Visitors must provide identification and appointment confirmation. Meeting requests require 24-hour advance notice through the booking system. The office provides document verification and account setup services. Support staff conduct platform demonstrations during office visits.
Social Media Presence
HFM maintains active social media channels for information distribution. Support monitors social platforms for urgent inquiries during business hours. Platform updates and market news distribute through social channels. Educational content shares through social media platforms. The system integrates social support with primary support channels.
Support Quality Standards
Support services maintain strict quality standards across all communication channels. Response time monitoring ensures consistent service delivery. Staff undergo regular training on platform updates and market changes. Quality assessment includes regular client feedback evaluation. Performance metrics track resolution rates and client satisfaction.
Key Quality Metrics:
• Average response time
• Resolution success rate
• Client satisfaction score
• Support staff expertise level
• Communication clarity rating
Corporate Client Support Program
Corporate accounts receive enhanced support services through dedicated channels. Account managers provide personalized assistance for institutional traders. The program includes priority response protocols and specialized technical support.
Corporate Support Features:
- Dedicated account managers
- Priority resolution paths
- Customized reporting services
- Direct access to senior support
- Specialized technical assistance
Document Submission Protocols
The platform maintains secure channels for document transmission. Verification documents require specific format and quality standards. The system provides automated confirmation of document receipt.
Required Document Specifications:
• High-resolution color scans
• Complete document visibility
• Current validity dates
• Clear personal information
• Proper file formats
Account Recovery Support
Account recovery procedures follow strict security protocols protecting client interests. The system requires multiple verification steps for security changes. Support staff guide clients through recovery processes ensuring account safety.
Security Verification Steps
Recovery procedures include multiple authentication layers. The system sends verification codes through registered contact methods. Support documentation requirements increase for significant security changes. Time-sensitive recovery codes enhance security measures.
Frequently Asked Questions
Account opening requires proof of identity (valid government ID or passport) and proof of residence (recent utility bill or bank statement). Additional documentation may be requested during the verification process.
Standard account verification completes within 24 hours after submitting required documents. Complex cases may require additional processing time.
Forex trading operates 24/5, starting Sunday 22:00 GMT to Friday 22:00 GMT. Specific instrument trading hours may vary based on underlying market schedules.
