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Funding and withdrawals FAQs
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Getting started FAQs
The premium charged for guaranteed stop-loss orders (GSLOs) will vary by instrument and depend on your trade size. The estimated cost will be displayed on order tickets before you agree to apply a GSLO to a position, and will automatically be deducted from your cash balance once you have confirmed the GSLO. The GSLO premium is refunded in full if the GSLO is not triggered. Learn how we calculate our GSLO premiums.
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 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.
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. If the parameters are not met, then we may not allow clients to buy/sell at that given time.
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.
Can I open a forex trading account?
We offer CFDs on a large number of FX pairs abd this can be traded on the same platform as other CFD products. We don't, however, offer physical FX trading.
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 the GSLO premium charge.
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 spread bet or 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.
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.
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, the premium for guaranteed stop-loss orders, 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.