FBS’s international website advertises 24/7 support through its official channels, including live chat and support@fbs.com. For an account-specific issue, use the official website or app and keep the request tied to the correct trading account or payment reference.
A formal complaint is different from asking a general support question. FBS publishes a Complaint Handling Policy with a form, reporting periods and response provisions. Use the policy belonging to the company in your agreement rather than assuming every FBS entity has the same process.
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Check current FBS conditions and eligibility
Official support routes
| Route | Useful for | Check first |
|---|---|---|
| FBS website or app live chat | Clarifying account instructions or a transaction status | You are on the official service |
| support@fbs.com | Documented international support and complaint contact | Include a clear subject and relevant reference |
| Help Center | Registration, verification, funding and platform instructions | Article date, entity and current interface |
| Formal complaint form | An unresolved documented dispute | Applicable policy and supporting evidence |
The conditions page advertises support availability, while the corporate footer identifies the international email and company. We did not contact the support team or measure its response time for this guide. Claims such as a reply in under a minute remain provider advertising, not our test result.
Prepare the question before opening a chat
State the task, the exact message shown and what you have already checked. “My withdrawal request is rejected with this reason” is more useful than “FBS does not work.” A payment reference or order ticket gives the support team something specific to investigate.
Keep the first message concise. Include relevant dates and distinguish your observation from your interpretation. For example, “The request shows completed, but my bank has not credited it” is an observation. “The money was stolen” is a conclusion that requires evidence.
Do not disclose a password, OTP, full card security code or unrelated identity information. If support requires documents, confirm the official secure submission method. Public comments and social replies are unsuitable places for sensitive account records.
For a deposit or withdrawal issue
- Identify the trading account and transaction reference privately.
- State the amount, currency and payment method.
- Give the submission date and current status.
- Copy the exact rejection or error message, if any.
- Explain what the payment provider shows, with the matching reference.
- Ask for the specific next step: reason, required document, applicable timetable or payment trace.
FBS’s timing help separates broker approval from payment-provider processing. The withdrawal guide explains that distinction and the problems guide separates pending, rejected and completed requests.
For a disputed trade or unexpected charge
FBS’s order-dispute help asks for the full name, account number, date and time, order ticket and description. Record the symbol, direction and relevant account-history entry as well so the issue is understandable.
A screenshot should provide context, not just a cropped profit or loss. Preserve the platform time and any relevant terminal record privately. If the issue concerns swap or a weekly charge, identify the account status and holding period before claiming an error. The fees guide explains which cost categories to distinguish.
How to submit a formal complaint
- Confirm the contracting entity. Read the company named in your agreement.
- Open its current complaint policy. For FBS Markets Inc, use the published international Complaint Handling Policy.
- Complete the required complaint information. Follow the form and provide a clear timeline and the action requested.
- Send it through the specified route. The international policy lists support@fbs.com and the company’s business address.
- Keep the submitted copy and reference. Preserve subsequent replies in the same record.
- Respond to reasonable information requests promptly. The policy describes consequences for not responding within its stated period.
The published policy contains the complete provisions. Read them rather than treating this summary as a substitute for the document.
Check current FBS conditions and eligibility
Reporting and response periods
The policy describes reporting account-statement discrepancies within 48 hours and other complaints within two business days. It also states that complaints received outside those periods will be reviewed. Report an issue promptly; do not assume that a missed short period means you should give up without contacting the firm.
The public documents use different response wording. The order-dispute help says claims are considered within 10 business days. The complaint policy describes an attempted final decision within 14 days and provisions for updates when an investigation is delayed. These are published procedures, not our guarantee of a resolution date.
If a response is overdue under the applicable policy, ask for the case status, reason for delay and expected next update. Keep the answer in the complaint timeline.
Escalating an unresolved complaint
The international policy says a dissatisfied client can take the complaint to the Belize Financial Services Commission. Verify the regulator’s current contact details through its own website before sending anything. A historical contact printed in an older broker document may be outdated.
Do not assume the Cyprus complaint route applies to an FBS Markets Inc account. The separate European company has a different legal context. The country and entity guide explains why identifying the agreement matters.
This guide does not determine legal rights, adjudicate a complaint or promise compensation. A review site’s score or an unresolved public allegation is not a substitute for the account record and the applicable process.
If you cannot get into the account
Use the login troubleshooting guide to separate profile access from MetaTrader access. An incorrect trading server does not necessarily mean your FBS profile is unavailable. For verification issues, consult the document guide and use official support if the rejection reason is unclear.
Frequently asked questions
What is the FBS support email?
The international website and complaint documents list support@fbs.com. Confirm the entity and current official contact before sending private records.
Is support available 24/7?
FBS advertises 24/7 support. This review did not measure staffing or response time.
What should I include in a complaint?
Use the required form and include the account or transaction reference, dates, exact issue, relevant evidence and the resolution you request.
How quickly will FBS resolve a complaint?
The documents contain response targets and delay provisions. They do not allow us to guarantee the outcome or completion date of an individual case.
Can I contact CySEC about every FBS account?
Do not assume so. The complaint route depends on the company in your agreement. FBS Markets Inc and Tradestone Ltd are separate entities.
Public support and policy sources checked 9 September 2026. No message or complaint was sent for this guide.
Sources
- FBS trading conditions
- About FBS and current legal footer
- FBS disputed order help
- FBS Complaint Handling Policy
- Withdraw funds from FBS
- FBS withdrawal timing help
- FBS original Trustpilot profile
Official broker websites
Read the current terms and restrictions for your actual residence. These links do not establish that a broker or service is available or authorised where you live.
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