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Funding and withdrawals FAQs
Getting started FAQs
Account applications FAQs
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.
Do you offer "One Cancels the Other" (OCO) orders?
Yes, but we don't call them OCO orders. You can set up Stop Loss and Take Profit orders for every trade, as all orders are automatically linked together. If you close your trade or the Stop Loss or Take Profit order is triggered all other linked orders will be cancelled.
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.
Why is ‘position increasing’ or ‘shorting’ not allowed on a particular product?
Sometimes you will be unable to buy or sell a product on the platform. There could be a number of reasons for this, but typically, it's when the regulator imposes restrictions or there's a lack of liquidity in the market. To list CFD shares on our platform, a number of parameters need to be met. This includes the requirement for each company to have a market capitalisation of at least $450m. If the parameters are not met, then we may not allow clients to buy/sell at that given time.
How can I limit my risk when trading?
It is impossible to eliminate all your risk. To minimise your losses you can consider using Stop Losses so that trades are closed before your losses exceed a certain level. (Please remember that Stop Losses are not guaranteed).
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.
Can I open a forex trading account?
We offer CFDs on a large number of FX pairs and these can be traded on the same platform as other CFD products. We don't, however, offer physical FX trading.
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.
Can I invest using an alternative currency?
You can open a CAD or USD account (or both) and can deposit CAD or USD in either account. That being said, if the currency you deposit does not match the account currency we will convert the funds to the account currency.
Please contact our Client Management Team for assistance on 1 866 884 2608 or via email at firstname.lastname@example.org
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 can’t I short a CFD on a stock but I can buy it? It says 'shorting not allowed'
Some stocks have restrictions placed on them, so you can only buy the stock and not sell it.
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.
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 registered when you opened your account.
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 required to modify an existing GSLO.