Contact us IC Markets
Support Center Overview
IC Markets maintains comprehensive support services for Malaysian traders through multiple communication channels. The support infrastructure operates 24/7, processing inquiries in English, Malay, and Chinese. Response protocols ensure efficient query handling, with average response times under 5 minutes for urgent matters. Support staff receives specialized training in Malaysian market requirements and local trading conditions.
Communication Channels
- Primary Contact Methods
- Live Chat: 24/7 availability with instant connection
- Email: Multiple departments with specialized handling
- Phone: Regional and international lines with local support
- Secure messaging: Client portal with encryption
- Social media: Official channels with monitoring
- Regional office: Local support with direct access
- Mobile support: Platform-specific assistance
- Video conferencing: Available for complex issues
- Screen sharing: Technical support enhancement
- Callback service: Scheduled consultations
Malaysian traders access support through dedicated local numbers and email addresses. The live chat system provides immediate assistance in multiple languages, while email support handles detailed inquiries requiring documentation. Phone support operates through both local Malaysian lines and international numbers for comprehensive coverage.
Department Contact Information
| Department | Contact Method | Response Time | Languages |
| Trading Support | Live Chat/Phone | Under 5 min | EN, MY, ZH |
| Technical Help | Email/Chat | 30 min | EN, MY |
| Accounts | 24 hours | EN, MY, ZH | |
| Compliance | 48 hours | EN | |
| VIP Services | Direct Line | Immediate | EN, MY, ZH |
Account Support Services
Malaysian clients receive specialized account support covering:
- Primary Account Services
- Registration assistance
- Document verification
- Trading platform setup
- Payment processing
- Account maintenance
- Security protocols
- Platform updates
- Trading conditions
- Market access
- Regional compliance
Account management support extends beyond basic services to include customized solutions for Malaysian market requirements. Support staff provides guidance on local banking procedures and currency conversion processes involving Malaysian Ringgit (MYR).
Technical Support Structure
Technical support operates through a tiered system ensuring appropriate expertise for each inquiry. First-level support handles common platform issues and basic troubleshooting. Advanced technical matters escalate to specialized teams with platform-specific expertise. The support structure maintains dedicated resources for MT4, MT5, and cTrader platforms.
Emergency technical support provides immediate assistance for critical trading issues. The system implements:
- Emergency Protocols
- Immediate response activation
- Priority queue placement
- Expert team allocation
- Real-time monitoring
- Solution verification
- Follow-up procedures
- Documentation requirements
- Recovery protocols
- System checks
- Performance verification
Payment Support Services
Payment processing support handles deposits and withdrawals in Malaysian Ringgit, providing guidance through local banking channels. Support staff assists with:
Transaction verification processes require specific documentation adherence. Staff guides clients through necessary steps while maintaining compliance with Malaysian banking regulations. Processing times vary by payment method, with electronic transfers typically completing within one business day.
Regional Support Features
Malaysian traders access specialized regional support features including:
- Local Services
- Malaysian bank integration
- Local payment processing
- Regional market guidance
- Timezone-aligned support
- Language-specific assistance
- Local compliance support
- Cultural accommodation
- Regional news updates
- Market analysis
- Trading hour adjustments
Documentation Requirements
Support staff assists with documentation preparation meeting Malaysian regulatory standards. Required documents include:
- Verification Documents
- Government-issued ID
- Proof of residence
- Bank statements
- Income verification
- Tax registration
- Company documents
- Trading experience proof
- Source of funds
- Payment verification
- Additional certifications
Regional Support Integration
Regional support integration ensures seamless service delivery across Malaysian time zones. Local market expertise provides relevant trading insights. Cultural awareness training enhances support quality. Language support covers primary Malaysian languages.
The integration process includes:
- Regional Features
- Local market knowledge
- Cultural adaptation
- Language support
- Time zone alignment
- Regional compliance
- Local banking integration
- Market specific guidance
- Regional news coverage
- Local event monitoring
- Custom reporting
Frequently Asked Questions
Local bank withdrawals typically process within 1-2 business days. International transfers may require 3-5 business days. Electronic payment systems offer faster processing times, usually within 24 hours.
Support services are available in English, Malay, and Chinese through live chat and phone support. Select language preference when initiating contact. Email support accepts correspondence in all supported languages.
Corporate accounts require business registration documents, director identification, shareholder information, and company bank statements. Additional requirements include board resolutions and trading authorization documents. Support staff guides through specific document requirements based on company structure
