Learn how your FXT Customer Level is determined and reviewed monthly, what combined net equity includes, and how the level affects human-support priority and target first-response times.
What is an FXT Customer Level?
Your FXT Customer Level is a service level that determines your ordinary priority in our human-support queue and your target first-response time.
It is separate from your Partner or IB level, KYC verification status, trading-account type, Professional or Wholesale client classification, and any product-specific leverage or investment tier. Your Customer Level does not change the accuracy, safety, fairness, or investigation standard applied to your request.
How is my Customer Level determined?
FXT's CRM determines your Customer Level using your combined net equity. This includes equity held across your trading accounts and equities held in your Investment Wallet.
CRM calculates and supplies your FXT Customer Level to Fin and Intercom. Fin and the human support team must not recalculate or infer it from figures shared in chat. Your authenticated FXT session shows the level supplied by CRM.
When is my Customer Level reviewed?
We reassess Customer Levels at 00:00 UTC (GMT+0) on the first day of every calendar month, using the combined net equity recorded for that monthly assessment.
After each assessment, your Customer Level may remain unchanged, move up, or move down. It is not reassessed continuously during the month, so changes to your combined net equity do not result in an immediate Customer Level change.
Customer Levels and first-response targets
Combined net equity | FXT Customer Level | Target first response from human support |
USD 0 to below USD 2,000 | FXT Essential Client | 12 support hours |
USD 2,000 to below USD 10,000 | FXT Advantage Client | 6 support hours |
USD 10,000 to below USD 30,000 | FXT Select Client | 4 support hours |
USD 30,000 to below USD 100,000 | FXT Priority Client | 2 support hours |
USD 100,000 to below USD 500,000 | FXT Premier Client | 1 support hour |
USD 500,000 and above | FXT Signature Client | 30 support minutes |
How does my Customer Level affect support?
For common questions about your account or our services, we recommend starting with Fin for faster assistance. Every Customer Level may still choose to speak with a member of our human support team.
Your Customer Level affects ordinary queue priority and the target time for the first human response. Higher Customer Levels have shorter first-response targets. It does not restrict your access to support or change the quality and care applied to your request.
What are support hours?
First-response target time counts only Monday to Friday, 09:00–22:00 Singapore time (UTC+8). The target clock pauses outside that window. Fin remains available for general information and supported troubleshooting outside staffed hours.
These are target times for the first response from our human support team. They are service objectives, not guaranteed resolution or completion deadlines.
Can the nature of my issue change the response target?
Yes. Security concerns, suspected unauthorized activity, active trading exposure, funds or account-access risk, vulnerability, and complaints may follow stricter issue-specific handling targets. A stricter applicable target overrides the ordinary Customer Level target.
Your Customer Level will never be used to delay a risky, security-sensitive, or regulated issue.
What if my Customer Level is not what I expected?
Fin can explain the published criteria but cannot recalculate or change the Customer Level supplied by CRM.
If the level shown in your authenticated FXT session appears incorrect, request a review through the signed-in Service Hub. The human support team can investigate; Fin cannot change the level. Do not send passwords, one-time codes, full card details, private keys, recovery phrases or identity documents in chat.