About Us

 eToro Malaysia provides multiple communication channels for account holders and potential clients seeking assistance. The support system operates through a tiered structure, offering different contact options based on account status and inquiry type. The support team assists users in English and Malay languages during standard business hours.

The platform maintains dedicated departments for specific issues, ensuring efficient resolution of technical problems, account-related matters, and trading inquiries. Support representatives process requests according to priority levels, with verification-related and security issues receiving immediate attention. Response times vary depending on the contact method and inquiry complexity.

Primary Contact Channels

• Customer Support Portal
• Email Support System
• Ticket System
• Live Chat (Premium accounts)
• Phone Support (Club members)

Customer Support Hours

The Malaysian support team operates during local business hours from Monday to Friday, 9:00 AM to 5:00 PM MYT. After-hours support remains available through the international support network. Emergency assistance for security-related issues operates 24/7.

Support availability adapts during Malaysian public holidays and significant market events. The platform notifies users about temporary changes in support hours through the notification system and email communications.

Time Zone Coverage

Malaysian Time (MYT):

• Regular Hours: 09:00-17:00
• Extended Support: 17:00-22:00
• Weekend Support: Limited services

Support Portal Access

Users access the support portal through their eToro account dashboard or the official website. The portal requires account verification for submitting specific requests. New users can access basic support functions without full verification.

The system automatically categorizes inquiries based on the selected topic and user status. Premium account holders receive priority routing through dedicated support channels. Response notifications arrive via email and platform messages.

Portal Navigation

1. Login Requirements

• Active eToro account
• Valid email address
• Account verification status

1. Available Functions

• Submit inquiries
• Track request status
• Access documentation
• View response history

Email Support Process

Email support handles general inquiries and documentation requests through the verified account email address. Users must include their account username and specific details about their inquiry. The system generates automatic confirmation messages for received emails.

Support representatives process email requests within 24-48 hours during business days. Complex inquiries may require additional verification steps or documentation. Users receive structured responses with reference numbers for future correspondence.

Email Guidelines

Required Information:

• Account username
• Issue description
• Relevant screenshots
• Transaction IDs (if applicable)

Ticket System Structure

The ticket system organizes support requests into categories for efficient processing. Each ticket receives a unique reference number for tracking purposes. Users can attach relevant documents and screenshots to their tickets.

The platform maintains ticket history for future reference and documentation. Status updates appear in real-time through the support portal. Users can add information to existing tickets without creating new requests.

Priority Levels

Live Chat Requirements

Live chat support requires Premium account status with minimum equity of MYR 20,000. Users must complete verification before accessing live chat features. The service operates during Malaysian business hours with select extended coverage.

Chat sessions maintain encrypted connections for security purposes. Representatives can access account information and perform basic account operations during chat sessions. Users receive chat transcripts via email for record-keeping.

Chat Features

Available Functions:

• Real-time assistance
• Document sharing
• Quick verification
• Immediate responses

Phone Support Structure

Phone support serves eToro Club members exclusively, requiring minimum equity of MYR 50,000. The system uses callbacks to manage call volume and ensure efficient service. Support representatives verify caller identity before discussing account details.

Local Malaysian numbers connect to dedicated support teams during business hours. International numbers remain available for after-hours support. Call recordings maintain quality control and documentation purposes.

Contact Numbers

Documentation Requirements

Account-related requests require specific documentation for processing. Users must submit clear, current documents through secure channels. The platform accepts Malaysian government-issued identification and proof of residence dated within three months.

Verification documents undergo review within one business day. The system notifies users about additional documentation needs through account messages. Original documents may be required for specific requests.

Emergency Support Protocol

Security-related emergencies receive immediate attention through dedicated channels. Users must follow specific procedures for account lockouts or unauthorized access reports. The security team implements immediate protective measures while investigating reports.

Documentation of security incidents maintains detailed records for future reference. Users receive structured guidelines for account recovery and security enhancement. Support teams coordinate with security departments for comprehensive incident management.