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Account Information

I have forgotten my password, what should I do?

If you have forgotten your password, please email our Client Management team. We will reset it for you and notify you of your new password via email. The same procedure applies if you wish to change your password.

I am unable to login to my account, what should I do?

If you have entered your password incorrectly five times, your account may be blocked. Please email our Client Management team and we will reset your password for you.

If you have not used your account for 12 months, then it will be deactivated. Click here for instructions for reactivation.

How do I close my account?

You need to inform Client Management via email. You will need to answer two security questions in order for us to confirm your identity and then we can close your account.

How can I view statements and download my account history?

You can view previous statements via the Terminal option in the View drop down list on the Trading Platform, where there is the Account History option. You can also export your account history to a spreadsheet by clicking on Save Report As and selecting your chosen to and from dates and then clicking on Save at the bottom of the screen.

Can somebody else trade on my account? Under what circumstances can this be done?

Yes they can. Please contact us with the nominated person's name, date of birth and address. Our New Accounts team will then send the relevant paperwork for both parties to sign. Once approved, the nominee will be able to give dealing instructions only; they will not be able to do anything relating to the management of funds.

Orders and Positions

What is the difference between a Trade and an Order?

A Trade is an instruction to open or close a position immediately, whereas an Order is an instruction to do so at some point in the future if Our Price reaches a per-specified level. There are two types of Orders available with us, Stop and Limit orders.

What is a Stop Order?

A Stop Order is an instruction to place a Trade at a specified price that is less advantageous to you than the level at the time of placing the order. This will only be executed should 'Our Price' reach the level of your order.

For example, if the UK 100 is at 5500, you may choose to leave a Stop Order to sell 100 CFDs if the level falls to 5400. Therefore if 'Our Price' falls by 100 points we will automatically open the above trade for you.

What is a Limit Order?

A Limit Order is an instruction to place a Trade at a specified price that is more advantageous to you than the level at the time of placing the order. This will only be executed should 'Our Price' reach the level of your order.

For example, if the UK 100 is at 5500, you may choose to leave a Limit Order to sell 100 CFDs if the level reaches 5600. Therefore if 'Our Price' rises by 100 points we will automatically open this Trade for you.

What is slippage?

Slippage can occur if markets 'gap', this is when prices either jump or fall from one price to another without trading at every increment in between. This can happen when the market adjusts to news; for example if a company announces worse than expected profits then its share price may fall from 100p to 90p, without trading at 99p, 98p etc. If this were to occur then we would be unable to execute orders at prices where the underlying market did not trade, orders would be filled at the next available price.

Why was my Order rejected after it triggered?

Your order may have been rejected due to a number of reasons, including insufficient funds. Orders are subject to sufficient funds being in the account at the time the Order was triggered, and not when the Order was placed.