Help and Support


METALPRODEX are here to offer help and support when needed via phone, email or our website. Learn more about popular topics in our Freqently Asked Questions section. On more specific topics write us an email or simply contact us by phone with any matters on membership, warehouses or metal trading.

 
 Self Service
FAQs - Frequently Asked Questions
Many common questions have been registered and their answers have been published on our FAQ pages:

Metals FAQ

Trading FAQ

Membership FAQ

MTPX FAQ

Warehouses FAQ

 
 Email Support
Email support is available during trading hours at the following address:

support@metalprodex.com

When sending us an email please include the following information:

  • Subject Field: SUPPORT REQUEST - CUSTOMER: [your customer ID]
  • A statement of urgency: Minor/Major/Critical/Severe
  • Customer point of contact: name, email, phone number
  • A clear description of the problem
  • Information about when the problem was seen first
  • Information about how long the problem persisted, if appliccable
  • Information about steps already undertaken to address the problem
We will acknowledge your email request within the time frame set out in the SLAs depending on the level of your support agreement.
 
 Telephone Support
Telephone support is available during trading hours under the following number:

Germany: +49 (0) 341 4158 5000

When calling us please have the following information ready:

  • Customer ID
  • A statement of urgency: Minor/Major/Critical/Severe
  • Customer point of contact: name, email, phone number
  • A clear description of the problem
  • Information about when the problem was seen firstm
  • Information about how long the problem persisted, if appliccable
  • Information about steps already undertaken to address the problem
Please note that both Trading Support and Technical Support are available in either English or German language.
Register with METALPRODEX

Support Contact

support@metalprodex.com

Germany: +49 (0) 341 4158 5000

Members

MTPX Demo

Product Specification

The products traded on MTPX follow standard specifications. Download the product specifications here.

Warehouses

Get familiar with warehouse locations, admission standards and processes.


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