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FAQ

Withdrawal 7

In which cases will a withdrawal be declined?

• It does not contain all the necessary information
• It was not made under the name of the client
• The requested amount was less than the minimum withdrawal amount
• There were insufficient funds in the account
• The withdrawal method is different from the depositing method
• A force majeure event occurred

Can I withdraw my money whenever I want?

Yes, you can withdraw all your funds whenever you wish.

In which currencies can I withdraw money from my trading account?

You may withdraw funds in accordance with your trading account’s base currency however, if you wish to withdraw funds in a different currency you will bear all the costs/charges involved.  

What are the fees for withdrawals?

For all applicable withdrawal fees please refer to the Banking Section.

How much time does it take to process my withdrawal request?

We usually process all the withdrawal requests within 24 hours unless additional documents or information are required. However please note, that depending on your selected withdrawal method, the time taken for the funds to be transferred will depend on your payment method.
For Bank wires/Credit/Debit Card withdrawals, it will take approximately 5-7 business days for the funds to reach your bank account.

How can I cancel a withdrawal?

You can cancel your withdrawal request by sending us an email at [email protected], even if your withdrawal request is in the queue for processing.

What is the minimum withdrawal amount?

The minimum withdrawal amount is 100 based on your account's currency (EUR/USD/GBP)

Regulation 9

Is my personal information secure?

Yes, your personal data is secure. The Company is registered as a Data Controller with the Office of the Commissioner for Personal Data Protection under the applicable laws in the Republic of Cyprus namely the General Data Protection Regulation 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.

What are the benefits of trading with a licensed broker?

Some of the benefits of trading with a regulated broker are:
• Regulated and Supervised by CySEC
• Governed by MiFID
• Protection of funds under Investor Compensation Fund (subject to eligibility)
• Segregation of client funds
• Client funds are safely kept in top-tier EU banks
• Strict anti-money laundering procedures are followed
• Best possible execution guaranteed

Where can I find all polices?

You can find all the policies by clicking here.

If I close my account with TradeFW what will happen with my documents?

Your provided documents will be kept in our records for 5 years as per our regulatory requirements.

Will you inform my tax authority how much profits I made?

No, unless it is requested by the applicable legislation and/or regulations, in Cyprus or abroad.

How secure is trading with you?

We take all possible measures to ensure your utmost security. We use the internationally accepted security protocols like SSL (Secure Sockets Layer) that encrypts all credit card payments over the web as well as your personal and trading data. This system is automatic, and you will receive instant notifications if your browser does not support it.

Do I have to pay taxes from any profits I made?

TradeFW traders are responsible for their taxation liabilities, if any, at their place of residence. Please refer to the legislation applicable in your country and seek independent advice.

Are my funds secured?

TradeFW is operated by iTrade Global (CY) Ltd, which ensures the safety of client funds and consumer protection under the Markets in Financial Instruments Directive (MiFID). Thus, the measures that TradeFW undertakes are as follows:
• Clients’ funds are segregated from the Company’s own funds
• We maintain client and operational bank accounts with EU banking institutions of great repute.
• The Company is a member of the Investor Compensation Fund (ICF) which ensures that the Company pays compensation to all clients in the unlikely event of the Company becoming insolvent or having to suspend its services. The compensation amount will depend on the prevailing level of clients’ claims.
• As a regulated financial services provider, we are required by law to maintain sufficient liquid capital in order to cover clients’ deposits, possible fluctuations in the Company’s currency positions, and any outstanding costs.

Are you a regulated broker?

Yes, TradeFW is regulated by the Cyprus Securities and Exchange Commission (“CySEC”) with License number 298/16.

Support 4

Where can I find my personal profile?

To find your personal profile please follow these steps:
• Login into your account
• Press on the “Hello XXXX” tab and then click on “My Account”

What should I do if I have forgotten my password?

If you forgot your password, please follow these steps:
• Click on “Forgot Password” on the Login window
• Enter your email and code provided, then click “Apply”.
• Click on the link sent to your email to confirm your request.
• Once you confirm your request, a new password will be sent to your email.

How can I update my personal details?

In order to update your personal details/financial profile please send us an email with your request at [email protected], specifying which data you wish to update.

How can I contact you?

You can contact us via email ([email protected]), or by phone on +357 25 355 388.

Platform 11

What do I do in case my platform does not work?

In the unlikely event of the platform malfunctions please follow these steps:
• Check your internet connection
• Clear the cookies and cache
• Make sure you are still logged in your trading account
If you still face any difficulties please send an email to [email protected]

What types of charts do you offer?

We offer 2 types of charts: Line chart and a Candlestick chart.

How can I view my trading history?

In order to view your trading history please follow these steps:
• Login to your trading account by clicking here
• Press on the “Hello XXXX” tab and then click on “My Account”
• Select the “Positions” tab

Where can I view opened/expired trades?

Opened/expired trades can be viewed in the table at the bottom of your trading platform.

What is the time shown on the platform/website?

The time is set at GMT +0 and it's synchronized with the market time.

Where can I view my transaction history?

All your deposits, withdrawals and portfolio history can be viewed in the My Account section. Just login to your account and select the information you wish to view.
In order to view your transaction history please follow these steps:
• Login to your trading account by clicking here
• Press on the “Hello XXXX” tab and then click on “My Account”
• Select the tab with the information you wish to view (i.e. Deposits, Withdrawals etc)

Where can I view the precise trading hours of each asset?

A detailed list of all our available assets, their description, expiry times, symbol and trading hours is presented in the Asset Index located at the bottom of the homepage.

Colors of the rates on the trading platform

Green indicates the rising of a price, and red indicates the falling of a price.

What is Forex?

Forex, also known as foreign exchange, FX or currency trading, is a decentralized global market where all the world's currencies trade. The forex market is the biggest, most liquid market in the world with an average daily trading turnover that surpasses $5 trillion.

What is CFD trading?

CFD, commonly referred to as Contracts for Difference allows investors to speculate on the price movement of a hole array of financial instruments such commodities, shares, indices and currencies without actually owning the given instrument.

Do I need to download a software in order to trade?

No, TradeFW.com is a web-based trading platform, which means that you can log into your account and trade on any device that has an internet connection.

Open Account 18

Is there a dormant fee if I don’t use my account?

For all the applicable fees, including dormancy fees, please refer to our Terms & Conditions.

Will you close my trading account if it has a zero-account balance?

Please note that your trading account will be closed only if you provide us a written request at [email protected] to do so. Please refer to the Terms and Conditions for more information.

Does Tradefw offer services to all jurisdictions?

TRADEFW does not provide its services to residents of certain jurisdictions such as the USA, Japan, British Columbia, Quebec, Saskatchewan, Iran, Democratic People’s Republic of Korea, Ethiopia, Iraq, Serbia, Sri Lanka, Syria, Trinidad and Tobago, Tunisia, Vanuatu and Yemen.

Can I open a joint account?

Please note that currently we do not offer the possibility to open a joint account.

What should I do if none of my bills are in my name?

In such a case, you have the following options:
• Request a certificate of residence from your local authority
• Request a reference letter from your bank confirming your residential address
• Alternatively, your residential address could be verified by a lawyer, the court or the police by providing us with an affidavit.
Please note that in all the above cases, the said document must be dated, signed and carry the seal/stamp of the relevant authority.

Is it possible to lose more money than I deposited?

Trading Forex and CFDs involves significant risk and can result in the loss of your invested capital. You should not invest more than you can afford to lose and should ensure that you fully understand the risks involved. Trading leveraged products may not be suitable for all investors. You should be aware of all the risks associated with trading CFDs and Forex and you must also seek independent financial advice from a suitably licensed financial adviser. You must understand that when trading CFDs and Forex you are trading on the outcome of the price of an underlying asset and that trading does not occur in a Regulated Market but Over-The-Counter (OTC). Consequently, you acknowledge the risks involved in the transactions of such instruments. TradeFW doesn’t accept any liability to any person or entity for any loss or damage in whole or part resulting from and/or relating to any transactions and/or information related to CFDs and Forex or any direct or indirect damages or losses whatsoever. For more information, please read the Risks Associated with Trading CFDs and Forex, Click Here

Can I change the base currency of my account?

Please note that once you choose the currency of your trading account, you cannot alter it.

What trading account types do you offer?

In TradeFW we offer different account types to suit our clients’ needs. To choose the account type that suits your expectations please click here.

How can I start trading?

To start trading with TradeFW all you need to do is:
• Register with us by clicking here
• Complete the online application
• Proceed with depositing funds
• Submit your KYC documents
• Wait for the approval confirmation
• Once your account is approved, you can start trading

How long does it take to verify and approve my account?

Once you complete your application form and submit your KYC documents the trading account is usually approved within 24 hours, unless additional documentation is requested.

What types of files can I upload?

The files types that you can upload are: jpg, png, tif and pdf. Please note that the maximum file is 2 MB.

Where can I upload my documents?

In order to upload your documents please follow these steps:
• Login to your trading account by clicking here
• Press on the “Hello XXXX” tab and then click on “My Account”
• Select the “Regulation” tab and upload your documents at the bottom of the page

Why are KYC documents required?

TradeFW, being a regulated broker, is obliged by law to confirm the identity of its clients in accordance with anti-money laundering requirements as imposed by CySEC (our regulator). Therefore, the provision of adequate identification documents such as a valid proof of identity and proof of residence are essential to comply with the applicable rules and regulations.

Which documents do I need to provide for my account to be approved?

(a) Proof of Identity
• a valid international passport, or
• a valid national identity card* (the ID will be accepted only for EU citizens and if it bears a photo, signature and reflects the expiry date).
Please note that the proof of identity must include your signature; and
(b) Proof of Residence
• A utility bill such as water, gas, electricity, landline internet/telephone bill, bank statement, or
• A certified tenancy agreement
• A certificate of residence from your local authority
• An official document issued by the Government such as council tax bill, income tax, monthly pension statement.
Please note that the proof of residence will be approved only if it holds your full name/surname, address and is issued within the last six (6) months. Please note that the document cannot be an e-statement or an e-bill.
You are kindly requested to check that the scanned documents are clearly readable before sending them to us in order to avoid unnecessary delays.

What currency can I use for the opening of my account?

You can open an account in EUR/USD. Please note that you cannot change your currency selection after registration.

Do I have to deposit money for registration?

A deposit is not required in order to register with us.  However, you will have to deposit money funds to start trading.

I have problems with the registration process, what should I do?

If you face any difficulties during your registration process please contact us via email at [email protected] or via telephone on +357 25 355 388

How can I register?

Registering at TradeFW.com is extremely simple:
• Click on the “Register” tab on the home page.
• Fill in the mandatory details.
• Submit the application form with all the requested information.
• You will receive a welcome email with your login details

Deposit 10

In which cases will a deposit be declined?

A deposit may be declined, including but not limited, in the following cases:
• No KYC documents were provided
• The deposit was made by a third party
• The deposit was made by an anonymous account

In which currencies can I deposit funds into my trading account?

We offer the opening of a trading account in two (2) Base Currencies (EUR/USD). However, you may deposit funds in your local currency or in any other currency, which will be converted to the base currency you have selected for your trading account according to your bank rate. The client shall bear all conversion charges and banking fees.
 

What information is required if I make a deposit with my credit/debit card?

In order to process your deposit, the following documents will be required:
• Debit/Credit Card Authorization Form (which will be provided by us)
• Copy of the Credit/Debit Card used to deposit the funds (front and back)
You are kindly advised to cover the first 12 digits of your card number (on the front) and the last 3 digits/CVV (on the back). Please make sure that the remaining card details are visible (i.e. name/surname of the CC holder, expiry date and signature).
Please note that the above-mentioned documents will be requested only once per new debit/ credit card used.

What are the charges for deposits?

There are no charges or fees for deposits. However please note that your bank may impose transfer fees therefore you will be credited the exact amount received by our bank. Please make sure that your deposit amount includes all the additional bank charges, if any.

How much time does it take to process my deposit request?

We usually process all deposit requests within 24 hours unless additional documents or information are required. However please note, that depending on your selected payment method, additional time may be required for the funds to reach your TradeFW trading account. You will receive an automatic email notification once your deposit request has been received.

Which payment methods can I use?

TradeFW provides you with a variety of different payment methods. Please refer to the Banking Section to view all the available funding methods.

What information is required if I deposit with a bank transfer?

At TradeFW, you can make any wire transfer equal to or over the amount of 250 (EUR/USD) or in any other currency bearing the conversion rate, charges and banking fees. There is no fee or commission on wire deposits. However please note that your bank may impose transfer fees therefore you will be credited the exact amount received by our bank. As such, we always recommend sending more than the minimum.
Please note that the wire transfer must be in accordance to the details which are posted on our website on the Banking Section. Once the transfer is completed, please provide us with a copy of the wire transfer via email at [email protected] Keep in mind, that depending on your bank’s policy, it can take up to 5 business days for the funds to appear in your TradeFW trading account.
Please note that the Company only offers two base currencies (EUR/USD) and the client shall bear all conversion charges and banking fees.

What is a Swift Code?

A SWIFT code is the unique identification code of a particular bank that is used when transferring money between banks. Your bank can tell you what its SWIFT code is. If the SWIFT code comprises only eight digits, you will have to insert XXX at the end.

What is the maximum deposit amount?

There is no maximum amount set as deposit amounts are unlimited

What is the minimum deposit amount?

The minimum deposit amount is 250 of your account's base currency (EUR/USD) or in any other currency bearing the conversion charges and banking fees.
Please note that the Company only offers two base currencies (EUR/USD) and the client shall bear all conversion charges and banking fees.

Trading 9

Can I trade during news?

Yes, you should however please keep in mind that during the important macroeconomic data release the volatility of the markets can increase significantly.

What types of instruments can I trade?

A detailed list of all our available assets is presented in the Asset Index located at the bottom of the homepage.

Why am I unable to trade?

Unsuccessful trades are usually a result of insufficient funds, your trading account is not approved yet, or if you are attempting a trade on an asset outside of the market trading hours. If neither of these reasons are the case, please contact us by mail at [email protected], or by phone.

How do I manage my risk?

TradeFW provides you with a number of tools that you can use to manage your risk. For instance, a limit order places a restriction on the maximum price to be paid or the minimum price to be received. A stop loss order causes a position to be automatically closed at a prearranged price in order to limit potential losses if the market moves against your position.

Can I trade when the market is closed?

When the markets are closed you are unable to open up a position. You can only trade (open positions, close positions, place and modify orders) when the market is open.

What is the meaning of going “long” and “short”?

Going “long” is when a trader buys an asset with the expectation that its value will rise. This is referred to as opening a long position. Going “short” or opening a short position, is when a trader sells an asset, with the expectation that its price will fall so it can be bought back in the future at a lower price.

What are spreads?

The spread is the difference between the buy (also called bid) price and the sell (also called ask) price. Two prices are given for a currency pair.

What are pips?

The unit of measurement to express the change in value between two currencies is called a “pip.” For example, if the GBP/USD moves from 1.3048 to 1.3049, that .0001 that rise in value is one pip.

Why do the rates continue to change before I make a decision?

Like the market, rates at TradeFW are dynamic and change every second.  The market fluctuations affect our automatic pricing engine, which displays rates at real-time.  However, here at TradeFW, rate capturing is as good as technology allows.  Additionally, you have the option to cancel your trade if you did not receive the exact rate you wished to trade on.

For your convenience, TradeFW makes rate analysis as easy as possible, by showing a blinking movement every time the price fluctuates, and by the color indicator, which turns the price green upon upward movement, or red upon downward movement.

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