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FAQ
To support you during your trading journey, we have collected the most useful information and frequently asked questions along with answers on one page.
What are the trading hours?
You can trade 24 hours a day, starting at 00:00 Monday and closing at 24:00 Friday (server time). Please note that the server time is GMT + 2 (GMT + 3 applies during daylight saving/summertime).
Which markets can I trade with Fxcess?
You will get access to over 200 tradable instruments from 6 asset-classes via our bespoke trading platforms. Open your account and trade CFDs on Forex, Futures, Metals, Indices, Commodities and Shares with the lowest spreads.
What bonuses and promotions are available under Fxcess?
We strive to provide our clients with the best trading conditions. Therefore, with Fxcess you can earn money rewards instantly by simply opening your account and processing your standard verification procedures. Earn as much as $10 by simply verifying your email and up to 100% bonuses on your deposits. Our current promotions are available on this page.
What is Excess Club and how can I join?
The Excess Club gives you unlimited access to Fxcess benefits and exclusive Excess Points, which you can later convert to cash. Open your account and boost your trading with more rewards.
The price on the chart is different from the price appearing on my trading terminal. Why?
The charts show the Bid price by default. You open a Buy position with the Ask price and close it with the Bid price. You have to add the spread on the Bid price to find the Ask price. Therefore, the difference in price is due to the spread.
My order was stop-out. Why?
Your order will be stop-out when the margin level (Equity/Used Margin) of your trading account goes below 20%. This will trigger a stop-out, and your positions will start closing, starting from the most unprofitable.
Does the company offer negative balance protection?
We offer negative balance protection to all clients as part of the Agreement with a client, as long as it is not manipulated. The interests of our clients are our primary objective; therefore, we ensure that clients may never lose more than their total deposits.
My pending order was deleted. Why?
Your pending order will be deleted from the system if the free margin is not enough to cover the margin required for opening the specific order.
Can I cancel an instant order request?
If you placed an instant order, it might not always be possible to cancel it, if our trading server has already received your request. In this case, your platform would also give you a warning: 'Closing of this window will not guarantee the order cancelling'.
What is the lowest volume I can trade?
Please note that the minimum trading volume you can trade is 0.01 lots.
Why is your spread so high on EURUSD/GBPUSD (e.g. over ten pips)?
Please note that we are using fractional pips pricing for the client to benefit from rounding. Instead of 4 decimal places, we use 5, and therefore the ten pips mark you see is 1.0 pip.
Do you support trailing stops and expert advisors?
Our platform supports such functionalities. Please be aware that trading operations using additional functions on your client terminals such as trailing stop or expert advisor are executed completely under your responsibility, as they depend directly on your trading terminal.
Can I become a partner of Fxcess? Which benefits would I receive?
At Fxcess we value transparent relationships with our partners. To ensure that they are satisfied, we offer a competitive rebate scheme to our Introducers, the highest commissions to our Affiliates as well as individually tailored White Label Solution.
How long does it take to open a live account?
The procedure of account opening is easy and fast and takes less than 1 minute. You will just be requested to provide the basic information about yourself (name, surname, email etc.).
What documents are required?
You don`t need to provide any documents to open your account. However, for deposits over $10,000 and for your withdrawal procedure we require a recent utility bill (Water/Electricity bill) or a recent bank statement dated within the last six months. This option will become available here right after you open your account.
How do I change the leverage on my account?
Log in via the ConnectHub and choose your preferable leverage from the drop-down menu next to 'leverage'.
Do I need to download any software before I start trading?
You need to download one of our MT4 trading platforms or start trading through the MT4 Webtrader [/webtrader?] via your browser. Both options are also available in your ConnectHub next to 'trading platform'.
What is the difference between STP/ECN and Real accounts?
Real accounts have instant execution that involves using requotes, while STP/ECN accounts have market execution with no requotes. Moreover, there is a difference in spreads because of the different liquidity providers.
Can I trade micro lots with a deposit of over 10,000 USD?
Yes, you can trade micro lots under our Micro STP/ECN accounts.
I forgot the password to my ConnectHub. What should I do?
Open this link; click on 'Forgot password?', and follow further instructions to reset your password.
How do I open an additional account?
Log in via the ConnectHub and choose the 'Open new account' option next to 'Accounts'. If you are already logged in, follow this link and choose your new account type, currency base and leverage.
I have two accounts, and I made a deposit to the wrong one, how can I transfer the funds to my different account?
Log in via the ConnectHub, click on the cogwheel in the top right corner of the account you've wrongly funded, and choose the 'internal transfer' option.
Sometimes when I am trying to place an order, I got an error message: 'Trade Context is busy', how this can be solved?
Restart your MetaTrader 4 terminal by closing it and launching it again.
After installing MT4 on my Mac, the system blocked application because it came from 'unknown developer' or similar. What should I do?
Apple has changed the security settings to allow installations from the App Store only. To fix it, please go to 'System Preferences' > 'Security & Privacy'. On the General Tab, click the little lock in the lower left corner to unlock the general preference panel. Then select the “Anywhere” option from the menu.
I forgot my MT4 password. What should I do?
Your MT4 password is the same with the one you use to log in to your account. If you forget your account password, please open this link; click on `Forgot password?`, and follow further instructions to reset your password.
How do I change my MT4 password?
To change your MT4 password, please log into your MT4 Platform, click on 'Tools', then 'Options', click on 'Change' next to the password Tab. Please enter your current password and enter a new one, then click 'OK'.
How can I change my password on Android/iPhone?
To change the password on your Android/iPhone, please click on the 'Settings' tab, then click on 'Accounts'. On the bottom right corner, you will see a Key icon, and please click on it. You will see a pop-up window to change your password.
What are the different payment methods I can use to fund my account?
Payment and funding authorisation is 100% automatic, and our ConnectHub portal allows deposits and withdrawals using a simple, easy-to-use single interface. Please go through the list of available account funding methods.
How do I deposit funds into my trading account?
You will be able to make your first deposit right after account opening. However, you may always log in to your ConnectHub and choose 'finances' tab in the menu. Deposit option will be available along with a variety of offered funding types.
Which currencies can I use to deposit funds into my trading account?
The currencies in which you can deposit depends on the payment method you chose. Main currencies are USD, GBP, EUR and JPY. Deposits in different currencies will be converted into the base currency of your trading account at the prevailing rate at the given time. You can always see the variety of supported currencies on our funding page.
Can I withdraw funds when I have open positions?
You can withdraw funds if you have open positions on your platform. Please note that your free margin must exceed the amount specified in the withdrawal instruction, including all payment charges. You will not be able to make a request if you have insufficient funds.
What are the relevant fees per payment method?
We do not charge any fees for deposits. However, your respective banks or payment providers might charge you additional fees.
Why have you charged my MT4 account on the withdrawal? You have withdrawn more than the amount I had requested.
The extra amount that was removed is part of the not withdrawable trading bonus that you have received. Whenever you make a withdrawal, a proportion of the trading bonus is removed relative to the amount you deposited and requested a withdrawal.
Can I withdraw the bonus?
The trading bonus will be held solely for trading with our company and cannot be withdrawn. At any given time, even after the expiration of the promotional period, when a client requests a withdrawal, the trading bonus will be removed.
How can I withdraw my profits?
You can withdraw your profits only through Bank Wire. You can receive your initial deposit via the payment method initially used and then all excess funds (profits) will be sent to your bank account. In order for the above to take effect, you need to apply for a bank withdrawal from your ConnectHub.
Phone Verification Bonus
What are the trading hours?
You can trade 24 hours a day, starting at 00:00 Monday and closing at 24:00 Friday (server time). Please note that the server time is GMT + 2 (GMT + 3 applies during daylight saving/summertime).
Which markets can I trade with Fxcess?
You will get access to over 200 tradable instruments from 6 asset-classes via our bespoke trading platforms. Open your account and trade CFDs on Forex, Futures, Metals, Indices, Commodities and Shares with the lowest spreads.
What bonuses and promotions are available under Fxcess?
We strive to provide our clients with the best trading conditions. Therefore, with Fxcess you can earn money rewards instantly by simply opening your account and processing your standard verification procedures. Earn as much as $10 by simply verifying your email and up to 100% bonuses on your deposits. Our current promotions are available on this page.
What is Excess Club and how can I join?
The Excess Club gives you unlimited access to Fxcess benefits and exclusive Excess Points, which you can later convert to cash. Open your account and boost your trading with more rewards.
The price on the chart is different from the price appearing on my trading terminal. Why?
The charts show the Bid price by default. You open a Buy position with the Ask price and close it with the Bid price. You have to add the spread on the Bid price to find the Ask price. Therefore, the difference in price is due to the spread.
My order was stop-out. Why?
Your order will be stop-out when the margin level (Equity/Used Margin) of your trading account goes below 20%. This will trigger a stop-out, and your positions will start closing, starting from the most unprofitable.
Does the company offer negative balance protection?
We offer negative balance protection to all clients as part of the Agreement with a client, as long as it is not manipulated. The interests of our clients are our primary objective; therefore, we ensure that clients may never lose more than their total deposits.
My pending order was deleted. Why?
Your pending order will be deleted from the system if the free margin is not enough to cover the margin required for opening the specific order.
Can I cancel an instant order request?
If you placed an instant order, it might not always be possible to cancel it, if our trading server has already received your request. In this case, your platform would also give you a warning: 'Closing of this window will not guarantee the order cancelling'.
What is the lowest volume I can trade?
Please note that the minimum trading volume you can trade is 0.01 lots.
Why is your spread so high on EURUSD/GBPUSD (e.g. over ten pips)?
Please note that we are using fractional pips pricing for the client to benefit from rounding. Instead of 4 decimal places, we use 5, and therefore the ten pips mark you see is 1.0 pip.
Do you support trailing stops and expert advisors?
Our platform supports such functionalities. Please be aware that trading operations using additional functions on your client terminals such as trailing stop or expert advisor are executed completely under your responsibility, as they depend directly on your trading terminal.
Can I become a partner of Fxcess? Which benefits would I receive?
At Fxcess we value transparent relationships with our partners. To ensure that they are satisfied, we offer a competitive rebate scheme to our Introducers, the highest commissions to our Affiliates as well as individually tailored White Label Solution.
Account opening
How long does it take to open a live account?
The procedure of account opening is easy and fast and takes less than 1 minute. You will just be requested to provide the basic information about yourself (name, surname, email etc.).
What documents are required?
You don`t need to provide any documents to open your account. However, for deposits over $10,000 and for your withdrawal procedure we require a recent utility bill (Water/Electricity bill) or a recent bank statement dated within the last six months. This option will become available here right after you open your account.
How do I change the leverage on my account?
Log in via the ConnectHub and choose your preferable leverage from the drop-down menu next to 'leverage'.
Do I need to download any software before I start trading?
You need to download one of our MT4 trading platforms or start trading through the MT4 Webtrader [/webtrader?] via your browser. Both options are also available in your ConnectHub next to 'trading platform'.
What is the difference between STP/ECN and Real accounts?
Real accounts have instant execution that involves using requotes, while STP/ECN accounts have market execution with no requotes. Moreover, there is a difference in spreads because of the different liquidity providers.
Can I trade micro lots with a deposit of over 10,000 USD?
Yes, you can trade micro lots under our Micro STP/ECN accounts.
I forgot the password to my ConnectHub. What should I do?
Open this link; click on 'Forgot password?', and follow further instructions to reset your password.
How do I open an additional account?
Log in via the ConnectHub and choose the 'Open new account' option next to 'Accounts'. If you are already logged in, follow this link and choose your new account type, currency base and leverage.
I have two accounts, and I made a deposit to the wrong one, how can I transfer the funds to my different account?
Log in via the ConnectHub, click on the cogwheel in the top right corner of the account you've wrongly funded, and choose the 'internal transfer' option.
Trading platform
Sometimes when I am trying to place an order, I got an error message: 'Trade Context is busy', how this can be solved?
Restart your MetaTrader 4 terminal by closing it and launching it again.
After installing MT4 on my Mac, the system blocked application because it came from 'unknown developer' or similar. What should I do?
Apple has changed the security settings to allow installations from the App Store only. To fix it, please go to 'System Preferences' > 'Security & Privacy'. On the General Tab, click the little lock in the lower left corner to unlock the general preference panel. Then select the “Anywhere” option from the menu.
I forgot my MT4 password. What should I do?
Your MT4 password is the same with the one you use to log in to your account. If you forget your account password, please open this link; click on `Forgot password?`, and follow further instructions to reset your password.
How do I change my MT4 password?
To change your MT4 password, please log into your MT4 Platform, click on 'Tools', then 'Options', click on 'Change' next to the password Tab. Please enter your current password and enter a new one, then click 'OK'.
How can I change my password on Android/iPhone?
To change the password on your Android/iPhone, please click on the 'Settings' tab, then click on 'Accounts'. On the bottom right corner, you will see a Key icon, and please click on it. You will see a pop-up window to change your password.
Account funding
What are the different payment methods I can use to fund my account?
Payment and funding authorisation is 100% automatic, and our ConnectHub portal allows deposits and withdrawals using a simple, easy-to-use single interface. Please go through the list of available account funding methods.
How do I deposit funds into my trading account?
You will be able to make your first deposit right after account opening. However, you may always log in to your ConnectHub and choose 'finances' tab in the menu. Deposit option will be available along with a variety of offered funding types.
Which currencies can I use to deposit funds into my trading account?
The currencies in which you can deposit depends on the payment method you chose. Main currencies are USD, GBP, EUR and JPY. Deposits in different currencies will be converted into the base currency of your trading account at the prevailing rate at the given time. You can always see the variety of supported currencies on our funding page.
Can I withdraw funds when I have open positions?
You can withdraw funds if you have open positions on your platform. Please note that your free margin must exceed the amount specified in the withdrawal instruction, including all payment charges. You will not be able to make a request if you have insufficient funds.
What are the relevant fees per payment method?
We do not charge any fees for deposits. However, your respective banks or payment providers might charge you additional fees.
Why have you charged my MT4 account on the withdrawal? You have withdrawn more than the amount I had requested.
The extra amount that was removed is part of the not withdrawable trading bonus that you have received. Whenever you make a withdrawal, a proportion of the trading bonus is removed relative to the amount you deposited and requested a withdrawal.
Can I withdraw the bonus?
The trading bonus will be held solely for trading with our company and cannot be withdrawn. At any given time, even after the expiration of the promotional period, when a client requests a withdrawal, the trading bonus will be removed.
How can I withdraw my profits?
You can withdraw your profits only through Bank Wire. You can receive your initial deposit via the payment method initially used and then all excess funds (profits) will be sent to your bank account. In order for the above to take effect, you need to apply for a bank withdrawal from your ConnectHub.