GET IN TOUCH
A support team that actually answers. Reach us by live chat, email, or phone — 24 hours a day during the trading week.
OUR OFFICE
Registered and Operated from Saint Lucia
Saint Lucia
Top Floor, Rodney Court Building, Rodney Bay, Gros Islet, Saint Lucia
Reg. No. 202500918
+1 758 731-0199
REACH THE RIGHT TEAM
Direct Lines to Specialist Desks
Customer Support
General account questions, onboarding help, and platform guidance for all clients.
mailsupport@vel-fx.comTechnical Desk
MT5 configuration, API integration, execution issues, and platform connectivity.
mailtech@vel-fx.comCompliance
KYC and AML documentation, account verification, and all regulatory inquiries.
mailcompliance@vel-fx.comPartnerships
Introducing broker programs, institutional accounts, and white-label solutions.
mailpartners@vel-fx.comSEND A MESSAGE
Typical response: under 4 hours
Always Within Reach
Whether you need platform support, compliance assistance, or have a general inquiry, our team is available throughout the trading week with fast, human responses.
COMMON QUESTIONS
Answers to Support Inquiries
How quickly will I receive a response?
Live chat responses are typically under 2 minutes during market hours. Email inquiries receive responses within 4 hours on business days. Urgent technical issues are escalated immediately to our Technical Desk regardless of time.
Is support available outside market hours?
Our live chat team operates 24 hours a day from Sunday 10 PM GMT through Friday 10 PM GMT. Email support maintains reduced weekend coverage for urgent account and security matters. Full service resumes Sunday evening.
Do you offer telephone support?
Yes. Our main office line is available during Saint Lucia business hours — Monday to Friday, 08:00 to 17:00 AST. For urgent platform or security issues outside these hours, live chat is the fastest way to reach us.
How do I submit a formal complaint?
Formal complaints should be submitted in writing to compliance@vel-fx.com with your account number and a description of the issue. We acknowledge all complaints within 24 hours and aim to resolve them within 5 business days in accordance with our complaints procedure.