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Funding and withdrawals FAQs
Getting started FAQs
Account applications FAQs
How do I calculate the holding cost for my trades?
The first step is to establish the holding rate for the instrument you are trading. Holding rates can be found within the trading platform by selecting ‘Library’ from the main menu (which displays the full list of products), then select the arrow icon next to the specific product which will bring up a sub-menu. Choose ‘Product Overview’ on the sub-menu to bring up the holding rate details.
To calculate your holding rate:
Can I open a forex trading account?
We offer CFDs on a large number of FX pairs and this can be traded on the same platform as other CFD products. We don't, however, offer physical FX trading.
Commission is only applicable for share trading on a CFD account. It's taken out of the cash balance on your account at the open and the close of a position. Learn more about our commission charges.
How can I reset my password?
You can reset your password by selecting ‘Forgotten Password’ on the login page. We will then send instructions for changing your password to the email address you use to log into your account.
What should I do if I have a query relating to my account?
If you have any queries relating to your trading account, for example you wish to contest something about your account, whether relating to an open or closed position, please call our Client Management team immediately so we can take action as quickly as possible.
Can I open more than one trade on the same product?
Yes you can. Click on the 'Accounts' tab and then 'Positions' on the trading platform to see your separate position clusters, or an amalgamated total with your average entry price.
Why has my stop loss not executed when I can see the price has reached the level?
If you're currently long (with a buy position), make sure you're looking at a sell chart (you can change the chart type at the bottom of the chart itself). If you're short (with a sell position), make sure you're looking at a buy chart. If you still feel the stop loss should have been executed, please contact our Client Management team.
How can I change my email address?
To amend your registered email address, please contact our Client Management team by phone or send a request from your email address. In order to make the change we may ask you to confirm other personal details we hold for you on our records.
I’ve calculated my profit and loss but it doesn’t seem to add up? What should I do?
Please make sure you have taken into account any additional costs, such as overnight holding costs, or commissions on share CFD trades. Profit and loss on CFD trading accounts is calculated in the currency where the product is domiciled and then converted into your account currency.
If you want to trade a share CFD or view the price data for that share, you will need to activate the market data subscription for the applicable country or group of countries that the share product is based in. Depending on the subscription, there may be a monthly fee for the market data subscription and the monthly fee will differ, depending on which country and/or countries the share CFDs relate to. The monthly fee, if applicable, will be debited from your account at the time you activate a market data feed. Please note that the market data fee for the full calendar month will be charged, irrespective of whether you activate or deactivate the market data subscription part way through the calendar month.
In addition to the market data fee, local taxes and duties may also be charged. The market data fees will be converted into your account currency at our prevailing currency conversion rate before being debited from your account.
It's your responsibility to ensure that you have sufficient funds in your account to pay any market data fee in full.
Why and how does the minimum distance on a guaranteed stop-loss order (GSLO) change?
Our Risk Management team determines the minimum distance for GSLOs on specific products, depending on market volatility and risk preference of that product on the day.
If you remove a guaranteed stop-loss order (GSLO) from an open position, convert it to a regular or trailing stop-loss order, or close out the position yourself, we will credit your account with 100% of the GSLO premium charge. An additional GSLO premium is not required to modify an existing GSLO.