Deriv provides several contact channels for clients:
- Live Chat
- Available 24/7
- Quick responses to general inquiries
- Option to chat with a live agent
- Average wait time: 2-3 minutes
- Supports file attachments up to 5 MB
- Email
- Address: [email protected]
- Response within 24 hours
- Suitable for complex queries
- Automatic receipt confirmation
- Ability to attach screenshots and documents
- Phone
- Number: +44 1254 456789
- Hours: Mon-Fri, 9:00-18:00 GMT
- Direct communication with a support representative
- Option to request a callback
- Multilingual support
- Contact Form on Website
- Fill out a short form
- Select the topic of your inquiry
- Response via email
- Option to specify preferred contact time
- Automatic categorization of requests
- Social Media
- Facebook: @DerivOfficial
- Twitter: @DerivSupport
- Instagram: @deriv_official
- LinkedIn: Deriv
- YouTube: Deriv Channel
- Messengers
- WhatsApp: +44 7700 123456
- Telegram: @DerivSupport_bot
- Viber: Deriv Support
Contact Information for Deriv Offices
Expanded table with office addresses:
|
Country |
City |
Address |
Phone |
Business Hours |
|
Malta |
Birkirkara |
Level 3, W Business Centre, Triq Dun Karm, Birkirkara, BKR 9033 |
+356 2131 4567 |
Mon-Fri 9:00-17:00 CET |
|
Malaysia |
Cyberjaya |
Deriv HQ, 3500, Jalan Teknokrat 3, 63000 Cyberjaya, Selangor |
+60 3 8601 1234 |
Mon-Fri 9:00-18:00 MYT |
|
Cyprus |
Limassol |
Business Centre, 181, Leoforos Archiepiskopou Makariou III Avenue 15-1st Floor, 3030 |
+357 2500 1234 |
Mon-Fri 9:00-17:00 EET |
|
UAE |
Dubai |
Office 1902, Jumeirah Business Center 1, Cluster G, JLT, Dubai |
+971 4 123 4567 |
Sun-Thu 9:00-18:00 GST |
|
Singapore |
Singapore |
80 Robinson Road, #11-03, Singapore 068898 |
+65 6123 4567 |
Mon-Fri 9:00-18:00 SGT |
|
UK |
London |
First Floor, 68 – 72 Leonard Street, London, EC2A 4QX |
+44 20 7123 4567 |
Mon-Fri 9:00-17:30 GMT |
Support Process
- Choose your preferred contact method
- Prepare the necessary information:
- Account number
- Inquiry topic
- Detailed description of the issue
- Screenshots or error logs (if applicable)
- History of previous inquiries on the issue
- Contact customer support
- Receive a case number
- Await a response within the specified timeframe
- Provide additional information if requested
- Rate the service quality after the issue is resolved
Prioritization of Requests:
|
Priority Level |
Type of Issue |
Target Response Time |
|
Critical |
Platform unavailability, withdrawal issues |
30 minutes |
|
High |
Order execution errors, deposit issues |
2 hours |
|
Medium |
Technical questions, account settings issues |
6 hours |
|
Low |
General inquiries, training requests |
24 hours |
Supported Languages
Deriv provides support in the following languages:
- English
- Russian
- Spanish
- French
- German
- Italian
- Portuguese
- Chinese (Simplified and Traditional)
- Indonesian
- Polish
- Vietnamese
- Thai
- Malay
- Arabic
- Hindi
Language Availability by Contact Channel:
|
Language |
Chat |
|
Phone |
Social Media |
|
English |
24/7 |
✓ |
✓ |
✓ |
|
Russian |
24/7 |
✓ |
✓ |
✓ |
|
Spanish |
24/7 |
✓ |
✓ |
✓ |
|
French |
Business hours |
✓ |
✓ |
✓ |
|
German |
Business hours |
✓ |
✓ |
✓ |
|
Others |
On request |
✓ |
– |
– |
Problem Escalation Process
If standard support channels fail to resolve your issue:
- Request escalation of the issue
- Use the phrase “Please escalate my case”
- Specify why you are dissatisfied with the current resolution
- Provide the original case number
- Describe the chronology of previous resolution attempts
- Attach all relevant correspondence
- Explain why the proposed solution is not suitable
- Be specific in your problem description
- Suggest your own solution if possible
- Wait for a response from a higher-level specialist within 48 hours
- A manager may be assigned to handle the escalation
- Additional information may be requested
- If the issue remains unresolved:
- Request contact information for the claims department
- Prepare a formal complaint with all the details
Priority Support for VIP Clients
Deriv provides the following for VIP clients:
- Dedicated Personal Manager
- Direct phone number and email
- Knowledge of the client’s trading history and preferences
- Assistance with non-standard requests
- Extended Support Hours
- Available 24/7 including weekends
- Option for video conferencing
- Accelerated Request Processing
- Maximum response time: 1 hour
- Priority in withdrawal queue
- Exclusive Services
- Customized trading conditions
- Invitations to private webinars and events
- Beta testing of new features
VIP Status Requirements:
- Minimum deposit: 50,000 USD
- Monthly trading volume: from 5,000,000 USD
- Duration of active trading: at least 6 months
VIP Status Levels:
|
Level |
Deposit (USD) |
Trading Volume (USD/month) |
Additional Benefits |
|
Silver |
50,000 |
5,000,000 |
Basic VIP services |
|
Gold |
100,000 |
10,000,000 |
+ Increased withdrawal limits |
|
Platinum |
250,000 |
25,000,000 |
+ Custom trading conditions |
|
Diamond |
500,000 |
50,000,000 |
+ Personal financial analyst |
FAQ
To get a quick response:
- Use the live chat on the website
- Select the “Urgent question” option when contacting
- Clearly describe the problem and its urgency
- Be ready to provide additional information upon the operator’s request
- If the issue is related to trading, provide your account number and trade details
- Use the feedback form with the “Urgent” tag outside business hours
If the issue is unresolved:
- Request escalation of the case, providing the original case number
- Describe why the proposed solution is unsuitable
- Request contact with a higher-level manager
- Consider contacting through an alternative channel (e.g., phone instead of chat)
- Prepare all relevant information and documents to speed up the process
- Be ready for additional questions from second-level support specialists
To ensure security:
- Use only official Deriv communication channels
- Do not disclose your full credit card number or account password
- Check the SSL certificate of the website before entering data
- Use two-factor authentication to log into your account
- Regularly change your password and check your login history
- Do not open suspicious links, even if they seem to be from Deriv
- Immediately contact support if you suspect data compromise
- Use unique passwords for different services
- Carefully read the email address of the sender before responding to emails from Deriv
