Trading problems

The premium 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've confirmed the GSLO. The GSLO premium is refunded in full if the GSLO is not triggered. Learn how we calculate our GSLO premiums

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). If you're short (with a sell position), make sure you're looking at a buy chart. If you still feel the stop-loss order should have been executed, please contact our customer service team.

You can reset your password by selecting ‘Forgot password?’ on the login page. We'll then send instructions for changing your password to the email address you use to log in to your account.

If you have any queries relating to your trading account, please contact our customer service team so that we can look into the issue for you.

Sometimes it's not possible to buy or sell an instrument on our platform. There could be many reasons for this, but typically, it's due to regulator-imposed restrictions, or a lack of market liquidity.

To change the email address you've registered with us, please contact our customer service team. We may ask you to confirm some other personal details that we hold on our records, so that we can verify your identity.

You can trade on forex with us by opening an account and spread betting or trading CFDs. Learn more about our account types

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 your position before the GSLO is triggered, we'll credit your account with the full GSLO premium charge.

Yes, you can do this. You can view your separate position clusters, or an amalgamated total with your average entry price, by selecting the Account tab, and then choosing Positions, CFD Positions, or Options Positions.

Some share instruments may have restrictions placed on them, which means that you can only 'buy' (or go long) on the share. In these cases, it's not possible to 'sell' (or go short).

Our risk team regularly determines the minimum distance for GSLOs on specific instruments, based on market volatility and risk preference, and will make adjustments to the minimum GSLO distance if required.

Remember to factor in any additional costs, such as overnight holding costs, the premium for guaranteed stop-loss orders, or commission on share and ETF CFD trades.

Additionally, profits and losses on CFD trading accounts are calculated in the currency where the instrument is domiciled and then converted into your account currency.

Learn more about our trading costs.