How to use Deriv Live Chat to contact us

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Hello Deriv Community,

In this post, we’ll guide you on how to use the live chat feature on Deriv.

Live chat and WhatsApp are our official Customer Service channels. You can use them to contact us and be assisted by an agent in real-time.

How does live chat work and where can I find the live chat icon?

You can find the live chat icon by scrolling down on our webpage. If you’re logged in, you can also see it in your account.

Deriv website official homepage
Deriv website official homepage1920×1050 130 KB

Illustration focused on chat icon on the Deriv homepage page for instant assistance
Illustration focused on chat icon on the Deriv homepage page for instant assistance3082×1616 293 KB

Illustration focused on the chat icon on the Deriv reports page for instant assistance
Illustration focused on the chat icon on the Deriv reports page for instant assistance2930×1550 159 KB

You can also be assisted in languages other than English. Upon registration, the chat automatically switches to the language you selected for your account!

If your account language is English, but you wish to be assisted in another language, once the agent starts interacting with you, ask them to transfer you to an agent who can speak your language, or you can simply write the language you want to be assisted in, e.g. “Portuguese”, “French”, “Spanish”, and the chat will be transferred to the corresponding agent.

When will I get to speak with an agent via live chat?

Before you’re directed to an agent to be assisted in real-time, a bot responds to you on live chat to address your issue to the relevant department. The waiting time will depend on the queue of customers in attendance.

The bot will ask you questions to determine what help you need. It will also provide you with useful information on many different topics.

Live chat Deriv interface with options for general inquiries, account help, etc.
Live chat Deriv interface with options for general inquiries, account help, etc.602×1228 54.2 KB

For personalized assistance, select a topic to be connected via Deriv live chat with an agent. You can also type “talk to support”.

Live chat Deriv connecting user to customer support.
Live chat Deriv connecting user to customer support.610×554 24.7 KB

After being assisted by our team and before closing the chat, please don’t forget to rate us! Your ratings and comments are much appreciated and will help improve our services. :smiley:

Live chat Deriv feedback form for rating, recommendations, and sharing signup and payment experiences.
Live chat Deriv feedback form for rating, recommendations, and sharing signup and payment experiences.608×1228 69.3 KB

In 2024, Deriv was proud to be recognised globally with the prestigious ‘Best Customer Service’ award at the Global Forex Awards. This achievement highlights our commitment to delivering exceptional support to our clients worldwide.

We’re here to help! If you have any other questions, just message us on Live Chat or WhatsApp. Not a member yet? No worries! Click here to register and join us.

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Gn need ur assitance please

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Dear @chuppah-alcanna-1 , thank you for joining our community! To assist you further in regards to your case, kindly reach out to us via LiveChat, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible. Thank you.

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Hello, Greetings!

Please how can I chat directly with customer support representative on livechat as against only the virtual support agent? Sometimes one wants to talk to a representative directly for somethings that is not on the virtual support agent option but the chatbot doesn’t give the option again to connect one to a customer support representative like before.

Secondly, please I don’t have any withdrawal option on my account. When I try to withdraw and after verifying my email, it will only show my balance without any withdrawal option. Meaning I can’t even withdraw.

Please kindly address these.

Thanks and looking forward to a positive response from you soon.

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Dear @azeezmaj1 , thank you for joining our community! We are sorry to hear this. To assist you further in regards to your case, kindly reach out to us via LiveChat at a different time, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible. You may also click on the option “Talk to Support” if you would like to talk to our Support representatives directly. Thank you.

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Hey admin,I have tried to withdraw from mt5 but is telling me about proof of identity,please can you help me.

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Dear @buggies-aftmost-2 , thank you for joining our community! We are sorry to hear this. To assist you further in regards to your case, kindly reach out to us via LiveChat, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible. Thank you.

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AI submitted my account D2P ,last week but not confirmed antly now please

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i submitted my accounts D2P it’s not confirmed ,now is 2 weeks are going

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Dear @anesone-aftmost-2, Thank you for joining the community. We are sorry for this inconvenience. Please note that we would need to check further on your issue. Kindly reach out to us via LiveChat for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible.

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Please i need to start trading so now is 2 week ago i submitted my account richardminja442@gmail.com

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Hello @anesone-aftmost-2, thank you for your response. Kindly contact us via Live Chat, our main communication channel. We will be more than happy to assist you on chat.

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Please activate my DP2P account :pray:

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Hello @anesone-aftmost-2, we will be able to assist you on Live Chat, our main customer service channel. Kindly contact us at Online trading with Deriv | Simple. Flexible. Reliable.

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I will do that, but activated my D2P account

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Hi @anesone-aftmost-2, hope you are doing well and we are sorry to hear that you have an issue with DP2P. In regards to your DP2P account activation, we would need to conduct some checks for further assistance. Therefore, we advise that you contact our Live Chat support, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible. Thank you.

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hi deriv i submitted my account DP2P but it’s not activated now is 2 weak please deriv.com

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Dear @anesone-aftmost-2, We understand your concern and want to reassure you that we are here to help you in the best way possible. As explained in our previous messages, in order to be able to assist you, we would need to conduct further checks, and for that, we kindly ask you to contact us via Live Chat which is our main customer support channel. We’ll work with you to resolve any issues as quickly as possible. We are waiting for you on chat. Thank you for your understanding.

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Please activate my DP2P account

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