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Funding and withdrawals FAQs
New to trading?
Getting started FAQs
I have been asked to provide certified documentation. What does this mean?
Depending on your circumstances and the region you are a resident of, we may request that the documentation you submit to us is certified. A certified copy is a copy of an original document that has been endorsed as a true copy of the original by an approved individual. Examples of approved individuals who can certify documents include:
The endorsement or stamp needs to appear on the page that shows the information required. We are not able to accept a certified document with the certification on a separate page.
The certification on all certified copies should include:
We are able to set up your account with scanned copies of your certified documents. However, you need to send us hardcopies of the certified documents within two weeks of opening your account in order to withdraw funds.
Translated documents must be annotated with the wording “True translation” and must be signed and dated by the translator.
Why do you ask for my personal financial and employment information?
As a UK regulated financial services firm we are required to comply with industry 'Know Your Customer' (KYC) requirements to identify our customers and check they are who they say they are. We are required to verify your identity and obtain information about your source of income and wealth and level of experience with financial products. Security of clients' personal information is of the utmost importance to us. For more information, please read our privacy and security policy, which explains in more detail how we deal with the personal information that you provide us.
Can I have more than one account?
Each client can have one CFD account and one spread betting account at the same time. Multiple CFD or spread betting accounts may be available at our discretion.
Do I need to deposit any funds to activate my account?
You can sign in to your account as soon as your application has been successful and you have clicked on the verification link sent to your registered email address. However, you won’t be able to place a trade unless there are sufficient funds in your account to open a position. If you prefer to test strategies in a risk-free environment, our free demo account will allow you to practise trading with virtual funds.
How long does it take to process an application for a live account?
Our aim is to help you start trading as quickly as possible. If you reside in the UK, you will get a response from us within 60 seconds from when you submit your online application form.
However, there may be cases where additional documentation is needed before we can process your live account application.
If you reside outside the UK, the account opening depends on how quickly you can provide us with the required supporting documents; on average the process takes a couple of days. Once you have submitted your documents, we will contact you within one business day.
I'd like someone to trade on my behalf. Can I appoint someone to trade for me?
Yes, you can give authority to another person to trade from your account on your behalf (a limited power of attorney). Please contact our Client Management team who will be able to assist you with setting this up.
How can I switch accounts?
On the iPhone app, tap the ‘More’ button, then ‘Switch Accounts’. On the Android app, select ‘Switch Accounts’ on the left side menu.
I'd like to close my account. How can I do this?
You will need to notify our Client Management team in writing, either from your registered email address or by post, to our registered office address. You will need to withdraw any funds in your account and provide full contact details and your account number. We may contact you by phone to confirm your closure. If we are unable to contact you by phone we will always send you an email. You may need to reply to that email to confirm your closure request.