Logging in and Account Information

  • Q1) I have forgotten my password, what should I do?

    If you have forgotten your password, you can use our simple form to reset your password. If you wish to change your password, you can do so via the Account tab on the Trading Platform.

    Q2) I am unable to log in 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, it will be deactivated. Click here for instructions for reactivation.

    Q3) How do I update my account details?

    If you wish to update your email address, you can do so via the Account tab on the Trading Platform. You can update your address and/or telephone numbers by contacting our Client Management Team.

    If you need to update your bank details then please email us a copy of your bank statement. This needs to show your name, address and account details and should be no more than three months old. It must also show a transaction with us that you have made on your credit/debit card.

    If you have changed your name, please email us the deed poll certificate. Again, this documentation should be sent to Client Management.

    Q4) How do I close my account?

    You need to inform the Client Management Team via email. You will need to answer two security questions in order for us to confirm your identity, and then we'll be able to close your account.

    Q5) Will I receive contract notes and statements for my account?

    Yes, we will send you contract notes each time a trade takes place on your account, and statements will be sent to you monthly. These will be sent out by email.

    Q6) How can I view statements and download my account history?

    You can view previous statements via the Account tab on the Trading Platform, where there is an option to ‘View Statements.’ You can also export your account history to an Excel spreadsheet by clicking on ‘Account History’ and selecting your chosen ‘to’ and ‘from’ dates and then clicking on the Excel sign at the bottom of the screen.

    Q7) Can I set up copies of my contract notes to be emailed to my Compliance Officer?

    Yes you can, you will need to contact the Client Management Team to make the request, and provide us with your Compliance Officer’s contact details. We will require:

    • Employer's name
    • Contact name
    • Compliance Department email address

    Q8) Do you send out tax statements for CFDs?

    No. However, clients are able to download their account history for a chosen timeframe (see Question 6).

    Q9) 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.