How do I contact OANDA to look into a trade or order?
How does the process work?
First you will need to submit all relevant information about your trades and/or orders to us. This will allow us to investigate and provide you with a detailed analysis. You can do this by clicking on and filling out the trade enquiries form (editable PDF). Once downloaded and filled out, you can then email it back to us.
Who do I contact?
Please submit the form using the following format:
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Email the form to frontdesk@oanda.com
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In the subject line include: Trade The actual execution of buying or selling an asset, resulting in a completed transaction. investigation followed by the instrument involved, for example: EUR/USD, BCO/USD, UK100/GBP or XAU/USD
- Be sure to attach the corresponding PDF form.
What information do I need to provide?
To ensure accurate and speedy processing, in the body of the email provide as much information as possible about your trades or orders such as those listed below:
- Your username and account ID number (for example, 001-001-1234567-001 or MT5 account ID 7654321)
- The trading platform used at the time such as OANDA platform or MT5. Also, which medium you used to access the platforms such as desktop, mobile, web or any third-party system.
- The ticket number or transaction ID of the trades or orders involved
- The instrument(s) involved
- The time and date of the transaction
- Please describe the issue with your trades or orders
- Screenshots of your platform regarding the trades or order
- What remediation or assistance you would like us to provide.
What is the average response time?
As trade inquiries vary in their complexity, so too does the time it takes to respond to these inquiries. However, you should receive a response in two to five business days.