Global Volatility: Service Center

Market volatility has caused unusually high wait times. In order to service your needs efficiently, we have complied a list of the most frequently asked questions during this time.

We will continue to provide updates as the situation evolves, we encourage you to check back often to learn about the status and any changes of our service.

We're currently experiencing high call volume. For fastest service please contact us via

STATUS CENTER

SERVICES STATUS
Trading Platforms All platforms are operational.
Margin Requirements Changes to our Oil markets
Due to the recent unprecedented volatility in oil, we are making some changes to our US Crude Oil and UK Crude Oil markets with immediate effect.
These include:
  • Changes affecting oil trades
  • Changes to the way we price our spot oil contracts
  • Changing June oil contracts to close only
Read the following important information.

In light of recent extreme market volatility, we have made some changes to our margin requirements and step margin thresholds for some Equities and Indices markets. Please check the Market Information Sheet in platform for further information. Click here to learn more about Step Margin.
Funding & Withdrawals In a few cases on March 15th, we were unable to process withdrawal requests and the amount has been credited back to your account. If you would like to request another withdrawal, please log in to your account.
Pricing We are expecting markets to remain highly volatile over the coming days. There will be a heightened risk of price gapping and we also expect spreads to widen.
Markets and Trading Turkish lira (TRY) margin change
Due to ongoing market volatility and the current impact on Turkish lira, we are increasing margin for TRY crosses to minimum 10% effective from Monday, 11 May, 10pm BST. Pricing and overnight financing charges on TRY markets may increase during times of high volatility. If you are holding a position in these markets please ensure your account is adequately funded to maintain these positions.
Us Indices Limit Up/Limit Down
Due to heightened volatility, US Indices could be placed on limit up/limit down. A limit down or limit up period is imposed by an exchange (such as the NYSE) and not by brokers. Trading is halted and it usually lasts 15 minutes, but may be extended depending on the percentage decline before market open.
Inactivity Fees Our Pricing and Fees policy mentions that a small inactivity fee may be charged to clients who hold a balance in an account that has not had any activity for 36+ months (retail clients) or 12+ months (professional clients).
We can inform you that we will not be deducting any inactivity fees during the month of March 2020.

All platforms are operational.

Changes to our Oil markets

Due to the recent unprecedented volatility in oil, we are making some changes to our US Crude Oil and UK Crude Oil markets with immediate effect.

These include:

  • Changes affecting oil trades
  • Changes to the way we price our spot oil contracts

Read the following important information

In a few cases on March 15th, we were unable to process withdrawal requests and the amount has been credited back to your account. If you would like to request another withdrawal, please log in to your account.

We are expecting markets to remain highly volatile over the coming days. There will be a heightened risk of price gapping and we also expect spreads to widen.

Turkish lira (TRY) margin change

Due to ongoing market volatility and the current impact on Turkish lira, we are increasing margin for TRY crosses to minimum 10% effective from Monday, 11 May, 10pm BST. Pricing and overnight financing charges on TRY markets may increase during times of high volatility. If you are holding a position in these markets please ensure your account is adequately funded to maintain these positions.

Short-Selling Ban – French, Italian, Spanish & Belgian Equities

As of 18.03.20 exchanges have imposed a minimum one month restriction on short-selling of all French, Italian, Spanish and Belgian Equities. Whilst the ban is in place you will not be able to open any new short positions in the affected markets. Existing long and short positions will not be affected and can be closed in the normal way. If you are holding a short position in these markets, you will not be able to add to that position.

Us Indices Limit Up/Limit Down

Due to heightened volatility, US Indices could be placed on limit up/limit down. A limit down or limit up period is imposed by an exchange (such as the NYSE) and not by brokers. Trading is halted and it usually lasts 15 minutes, but may be extended depending on the percentage decline before market open.

Our Pricing and Fees policy mentions that a small inactivity fee may be charged to clients who hold a balance in an account that has not had any activity for 36+ months (retail clients) or 12+ months (professional clients).

We can inform you that we will not be deducting any inactivity fees during the month of March 2020.

Popular FAQs

Where do I get my password?

What is the fastest way to fund my account?

What are current Margin Requirements?

What is slippage?

What is a ‘limit down’?

Can my account go in the negative?

How do I avoid unexpected market gapping?

Not finding what you are looking for? View our General Faqs.