Frequently Asked Questions

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How to calculate Pip value?

Pip Value can be variable or fixed, depending on two factors:

  1. The currency pair traded, (for example: EUR/USD).
  2. The base currency, (for example: EUR of the EUR/USD currency pair is the measuring currency).

The Pip Value is also a function of the volume traded. The simplest formula to calculate Pip Value is:
(1 pip / exchange rate) * quantity = pip value

This number offers The Pip Value in the quoted currency. If your account’s base currency differs from the quoted currency, simply multiply the quoted currency by the relevant exchange rate.

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My SL/TP was reached but my trade didn't close. Why so?

Bear in mind that Buy positions close at BID price whereas Sell positions close at ASK price. When referring to the chart, please ensure that you are looking at the relevant pricing.

If you are still having issues, please reach out to our support team via support@markets.com or LiveChat and prepare your position/s ID numbers.

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What happens in case a company that I trade on announces a corporate action?

Depending on corporate event, price and/or quantity adjustments may be applied to your open positions in order to reflect the effect of the corporate action. For more specific information depending on your case, please reach out to our support team via support@markets.com or via LiveChat.

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What happens in case of Dividends?

Upon dividend distribution by the company-issuer of the underlying shares in a CFD, we apply a respective adjustment to your trading account on the ex-dividend date, in order to neutralize the economic effect that this corporate action.

The amount of the dividends that we pay out would not depend on Markets.com, but on the Company that has announced the event. Depending on the position that you hold, can be credited or debited from your trading account.

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How can I add/remove instruments from my Favorites?

To add an instrument to your Favorites while on the platform, mark the star next to your instrument of choice’s name. To remove the instrument from your Favorites, unmark the star.

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Is there CFD Rollover on your platform?

Specific CFDs on our platform have a Rollover date and are automatically rolled over to the next monthly contract for the respective instrument. Tracking Rollover is easy with the posted information on our website regarding expiration dates and weekly expiration dates. The Rollovers dates are also listed in the Information box of instruments on our platform.

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What Indicators do you offer?

Markets.com offers the following Indicators: Trading Central, ADX, ADXR, Acceleration/Deceleration, Accumulation Swing Index, Accumulation/Distribution, Aroon Indicator, Aroon Oscillator, Average True Range, Awesome Oscillator, Bollinger Bands, CCI, CSI, Center of Gravity Oscillator, Chaikin Oscillator, Chaikin Volatility, Chande Momentum Oscillator, DEMA, DMI, DeMarker, Detrended Price Osc, Dynamic Momentum Index, EMA, EMA Envelope, Elder Ray, Fast Stochastic, Force Index, Forecast Oscillator, Full Stochastic, Gator Oscillator, H-L Volatility, Ichimoku, Inertia, Intraday Momentum Index, Kairi Relative Index, Keltner Channels, Linear Regression Channel, Linear Regression Curve, Linear Regression Slope, MACD, Market Facilitation Index, Mass Index, Median Price, Momentum, Money Flow Index, Negative Volume Index, On Balance Volume, Oscillator, Parabolic SAR, Percent Change, Percent of Resistance, Percentage Price Oscillator, Price Channel, Price Oscillator, Price and Volume Trend, ROC, Relative Strength Index, Relative Vigor Index, Relative Vigor Index SMA, Relative Volatility Index, SMA, SMA Envelope, STARC Bands, Schaff Trend Cycle, Slow Stochastic, Smoothed Rate of Change, Spearman, Standard Deviation, Standard Deviation Channel, Standard Error Bands, StdDev Volatility, Swing Index, TEMA, TMA, TRIX, Time Series Forecast, True Strength Index, Typical Price, Ultimate Oscillator, Vertical Horizontal Filter, Volume Weighted Average Price, WMA, WMA Envelope, Weighted Close, Wilders Smoothing, Williams AD, Williams Alligator, Williams Percent Range and ZigZag.

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What is a Margin Call?

There is a certain margin amount needed to maintain your positions open and is expressed through total percentaege of your ongoing trades (Margin Level). Margin Call occurs once your Margin Level falls down to 50% or below.

In order to protect you from further bigger losses, the system may start closing your trades, starting from the one generating the highest loss.

Your margin can be increased by making further investments or decreasing open position exposure.

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Which types of Instruments do you offer?

Markets.com offers you the opportunity to trade with the world’s most traded CFDs using Instruments such as Shares, Currencies, Indices, Bonds, ETFs and Commodities, totaling more than 2000 instruments.

If on the platform, you can use the Search tab located top left in order to locate a specific asset.

To view a full list on our website, please locate the ‘Trading CFDs’ menu at our page’s header and click on ‘CFDs’

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What does Overnight Rollover (Swap or Financing) mean & how to calculate it?

Overnight Rollover (Swap or Financing) is the process whereby the settlement of a deal is rolled forward to another value date, and a charge is levied based on the difference in the interest rates of the two currencies. Every day at 21:00 GMT, open positions are rolled over to the next day and the positions gain or lose interest based on the interest differential between the bought and sold currencies.

The Swap is charged triple on Wednesdays For FX pairs and triple on Fridays for all other assets in order to compensate for the upcoming weekend.

To calculate applied Swaps you can use the following formula:
(Overnight Interest %) x (Last mid-price at 21:00 GMT) x (Quantity) x (number of days held open)
Last mid-price = (Closing Bid + Closing Ask)/2

Overnight Interest % could be found in each instrument’s Information box.

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What is the Spread that you offer?

The Spread on our platform is Floating. This means that the Spread we have can vary throughout the day depending on various factors such as current volatility of markets or the liquidity available.

A benefit of floating spread is that the ratio of it can go tighter than usual when there is no volatility but available liquidity.

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What is the leverage on your platform?

The maximum leverage for Retail clients is 1:300. Some instruments however, have maximum leverage ratio of their own which you may check here: https://au.markets.com/trading/cfds/.

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Do you offer GSL (Guaranteed Stop Loss)?

This feature is currently only available to residents or citizens of France.

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Are charges & fees included in my open P&L?

No, your open P/L is in Gross amount. You can check your Net open P/L at the top right corner of Markets.com platform or in your Account Statement.

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Where can I see my Open and Pending orders?

Your ‘Open Positions’ and ‘Orders’ tabs are located at the top left of the Markets.com platform.

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How do I set a Stop Loss Order and Take Profit?

Once you select Buy or Sell and you access the New Order window, you can choose whether to place a Stop Loss or a Take Profit under the Quantity tab.

If your position is already open, you can still set Stop Loss/Take Profit by clicking on the Edit button of trade in your Open Positions tab.

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Do you offer Trading Notification Services?

Yes, we offer a variety of Trading Notification Services for important events happening in the market, ranging from app push notifications, SMS messages, pop-ups within the trading platform and emails. You may enable those from the top right menu on the Markets.com platform, ‘Settings’ and then ‘Notifications’.

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How can I open Entry Limit/Entry Stop Orders?

To open one of the above orders, select your direction (Buy or Sell) and from the New Order window, follow up by clicking on the ‘Advanced’ option.

If you have selected Buy, you will be allowed to place a Buy Limit or Buy Stop Order. If you have selected Sell, you will be allowed to place a Sell Limit or Sell Stop Order.

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How can I add an Indicator to my chart?

To add an indicator to your chart, navigate to the ‘Indicators’ button on top of the chart (if on Advanced mode) or click on the icon from the menu available on our chart (if on Basic mode).

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What is Conversion fee?

The Conversion fee is a small charge (0.3%) deducted for the currency conversion when there is discrepancy between the trading account currency and the quoted currency of the underlying asset are different.

More information is available in our “Terms & Conditions”, section 8 (c) “Currency of Accounts and Conversions”.

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What are your trading hours?

The trading hours vary depending on the type of instrument. You may view a full list of them here: https://au.markets.com/trading/trading-hours/.

Opening or Closing times may also be altered by Markets.com due to liquidity and risk management considerations.

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What is a Stop Loss/Take Profit?

Stop Loss and Take Profit are protection orders which allow you to protect yourself against further losses or lock-in your profits when you are not able to monitor your positions.

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What is a grey market?

By trading on a grey market, you’re taking a position on a company’s potential market cap ahead of its Initial Public Offering (IPO). When a company embarks on an IPO it goes public on a stock exchange.
If you think the estimated value of the company is over- or underpriced, or if news stories surrounding the business creates additional volatility, a grey market enables you to take advantage before the shares are released publicly on the stock exchange.

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Why I cannot go Short on a specific asset?

Because of certain market conditions, restrictions or availability, clients can only go Long on some stocks.

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What is a CFD?

CFD (Contracts for Difference) allow investors to execute leveraged long-term or short-term trades, with a broad selection of instruments. CFDs are a flexible and accessible trading option that is based on the change of price in multiple commodity and equity markets, with leverage and immediate execution. Trading on CFDs allows you to speculate with price movement of stocks without actually owning them.

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What are Balance & Equity?

Balance is your account’s total value, excluding P&L from open positions.

Equity is your account value with open P&L included. Your Equity is what will become your balance in the event that you close all trades.

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What are Market & Pending orders?

Market Order refers to an order to Buy or Sell at the currently quoted market “ask” or “bid” prices.

Pending Orders are only initiated and automatically opened if your specified market prices are reached. Entry orders come in two forms: Entry Limit Orders and Entry Stop Orders.

An Entry limit order is an order to buy (or sell) at a specified price which is better than the current market price at the time the order is entered. An Entry Stop order is an order to buy (or sell) at a specified price which is worse than the current market price at the time the order is entered.

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What is Spread?

Spread is the difference between the Bid price and the Ask price and is charged upon the opening of your trade.

For example, if the quote for the EUR/USD currency pair is 1.2910 against 1.2911, then the Spread is 1 pip.

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What is Required Margin and Used Margin?

Required Margin refers to the amount required for you to open a position and is derived through the following formula:
(volume x current price) / leverage + (volume x spread) = total required margin

For example: If you buy 10 barrels of oil at 51.30, then the calculation for Required Margin is:
(10*51.30)/100 + (10*0.03) = 5.43 USD

Used Margin is the sum of margin currently used for your open positions and is calculated by adding up all of the initial margins of all of your open positions.

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What is a Pip?

Pip is the acronym for Price Interest Point, which is the smallest price move that a given exchange rate can make.

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Is Markets.com a scam?

Markets.com is a global company with more than 5m registered accounts which is regulated in Europe, Australia and South Africa. Unfortunately, there are certain websites and fraudsters who wish to take advantage of our brand name and seek to impersonate us.
Please refer to our Fraud Watch for more information.

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Is my personal data safe with you?

The protection and safeguarding of our clients personal and financial information is of utmost importance to us, therefore we take the highest of measurements when it comes to the security of our system. You may refer to our Privacy Policy statement for more information regarding your data held with us.

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Do you charge any hidden fees?

There are no hidden fees at Markets.com, and the company is mainly compensated for its services through spread and daily swap charges. For additional cost & charges information please contact our support team.

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Are my funds at risk in case of Insolvency/Bankruptcy?

All client funds are held in segregated bank accounts, to ensure maximum funds protection. For more information, please check our Regulation & Legal pack located at the footer of our page.

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Where are your offices located?

Our Group has regulated entities in several jurisdictions, specifically Cyprus, UK, Australia, South Africa and BVI. Each of our entities is regulated by the relevant authority in it’s jurisdiction.

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What are the benefits of trading with a regulated company?

One of the benefits of trading with a regulated company is that you know you are contracting with a reliable and reputable provider in a secure environment, which has strict rules and guidelines in place, protecting the interests of retail clients. Other legal obligations of a regulated company include, but are not limited to, ensuring financial services are provided efficiently, honestly and fairly, dealing with retail client money in a certain way and having dispute resolutions systems in place in case you are unsatisfied with our services.

However, please note that regulation is not an absolute guarantee of security or reliability. Additionally, being regulated does not change that investing in CFDs and Margin FX products carries a high degree of risk, and you may lose substantially more than you invest.

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What are the official email domains of Markets.com?

The official email domains used for our communication are:

@Markets.com
@MARKETSMAIL.COM

We recommend that you do not engage or respond to any communication that is not from the official email domains mentioned above.

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Can I trade with you on my mobile?

Yes, you can trade on the go by downloading our Markets.com application from your device’s store or accessing our website through your mobile’s browser.

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Can I trade with you on my mobile?

Your Markets.com account number can be located at the top right menu of our webtrader. Your account number starts with ‘mk’.

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My account has been disabled, what do I need to do?

In most cases, your account with us can be disabled because of expired documentation or missing information. Please reach out to our support team at support@markets.com or via LiveChat for more information.

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In what currency can I open an account with you?

The currencies for which we offer account creation are EUR, AUD, DKK GBP, NOK, PLN, SEK, USD, ZAR.

The choice of currencies for our MT4/5 platform consists of EUR, GBP, USD, AUD, CAD, JPY, PLN.

Note: if your deposit is executed in a different currency than the above, there may be conversion fees applied.

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Can I transfer my deposit to the MT4/5 platform?

Yes, to do so you need to go to the top right menu of Markets.com platform and navigate to ‘My Accounts’ tab. From the pop up window, select the ‘Funds transfer’ button and instruct your request as desired.

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Can I open/close/modify a position if I have no access to my account?

Yes, our Trading Desk can modify, close open open trades for you over the phone. You can reach them at +61280144929. They are available 24/5.

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Do you handle tax reporting?

We can provide you with supporting documentation if requested, but do not directly deal with reporting of your taxes. You may contact your local Tax authorities for more information on their procedures.

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How to open a Joint Account?

You can only hold a Joint Account with a spouse or a first-degree family relative (mother, father, brother, sister). You and your relative must both own a verified own registration, after which you will need to contact us and fill in our Joint Account application form.

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How to register for a corporate account?

The main authorized person of your company can create a registration through the normal process, while completing personal details and questionnaire based on his data. After the registration is complete, please reach out to us via support@markets.com so that we can provide you with document requirements.

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Is there a fee for inactive/dormant accounts?

Yes, any trading account held with our company into which the client has not placed a trade for a period of 90 days or more, is classified as an Inactive Account.

Such accounts are subject to a monthly charge of 10 USD, relating to their maintenance and administration. If there is no available balance in your registration, no fee will be deducted.

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Which documents are required to verify my Markets.com account?

Proof of Identification – clear copy of a valid Passport; if this is not available please provide us with a copy of your National ID or Driver’s license. Passports should be provided at your earliest convenience.

All details must be clearly visible (full name, date of birth, date of expiry, photograph, document’s number and full security strip if applicable). Proof of identification displaying initials will not be accepted as proof of identity.

Proof of Residence – clear copy of: bank or credit card statement, utility bill (e.g. water, electricity, gas, landline phone, Internet, TV Service), municipality statements.

Note that all details must be clearly visible (full name, address of residence, date of issue of the document, logo or stamp of the issuing company).

Proof of residence documents must have been issued within the last six months. All documents provided must be issued in the name of the client; third party documents will not be accepted.

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What is Enhanced Verification?

As part of our Enhanced Verification process we are required to apply Enhanced Due Diligence (“EDD”) on our clients. This enables us to meet our regulatory requirements and enforce a trading environment that is in line with the latest standards in European Economic Area (EEA) or equivalent countries. By performing EDD we are able to conduct advanced integrity and background screening for enhanced transparency. The driving factor behind our EDD implementation are the rules powered by the 4th EU AML Directive, putting extra emphasis on aspects such as the Ultimate Beneficial Ownership (UBO) and EDDr.

This information is required and collected by us in order to built your profile and ensure we have sufficient information regarding source of funds This information will not be shared with any third parties.

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How can I submit my required documents?

To submit your documents click on the Menu located in the top right corner of Markets.com platform and select the Verification Centre tab.

You can also upload documents using the Markets.com mobile app.

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What is the difference between a Demo Account and a Real Account?

Both Demo and Real accounts function under real-time market conditions. A Demo account operates with virtual funds for purposes of practice, unlike a Real account that allows you to trade with real funds.

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Can I update my account details if needed?

Once your account is fully verified, you will not be able to change your personal account details independently. If you need to update your account details, contact our support team via Livechat or support@markets.com and provide relevant information.

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I forgot my password, what do I do?

You can reset your password when you go to the top right ‘Login’ menu on our website and then click on ‘Forgot password’

Enter your registered email address to which you will receive a link to set up a new password.

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How can I file a Complaint?

To file a Complaint, click here.

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How to switch between Real and Demo mode of my account?

To switch accounts click on the Menu located at the top right corner of Markets.com platform and select the last option from the drop down ‘Switch to Demo/or Real’.

If on the mobile app:
Click on the three lined menu at the top right corner of your screen and then click on the Switch to Demo/Switch to Real tab.

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How can I extract my Account Statement?

You can extract your statement once you go to the Menu located in the top right corner of Markets.com platform.

From the drop down options, select ‘Reports’ and proceed to ‘Account Statement’. You will have the option to choose for which period you would like your transactions displayed.

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Where can I see my Account Balance & other statuses?

Your account balance and other financial information are located at the top right corner of Markets.com platform (usually toggled through the ‘$’ icon). For financial details of your MT4/5 account, go to the top right corner menu and click on “My accounts”.

Bear in mind that the Account Balance shown does not reflect profit/loss of open positions.

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I still haven't received my withdrawal, what to do?

In case you did not receive your withdrawal after maximum timeframe has passed, please contact our Support team via chat or email (support@markets.com) so that we can provide you with relevant information which can be used by your bank to trace the transaction/s and credit the amounts to your account.

The maximum timeframe within which your payment can be received varies depending on the method. Please find this information here: https://au.markets.com/support/faqs/?c=deposits

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What to do if my registered card has expired but I want to place a withdrawal?

Markets.com is obliged to refund any sources used for deposit. If the bank account linked behind your inactive card is still open, you can still place a withdrawal to this card as the funds will be safely received in your account behind it after internal procedures done by your bank.

In case both your card and bank account are no longer active, please notify our support team via chat or email (support@markets.com) and provide us with an official closure letter issued by your bank.
All new payment methods require verification through a proof of ownership to be simultaneously provided upon method submission.

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Do you charge any withdrawal fees?

We do not charge any withdrawal fees. Some banks however, may charge transaction fees. These fees are not covered by Markets.com.

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What is the minimum amount for a withdrawal?

The minimum withdrawal amount for the supported payment methods are listed below:

Credit/Debit card: minimum 10 USD/EUR/GBP
Wire Transfer: minimum 100 USD/EUR/GBP and 20 EUR within EU
Skrill/Neteller: minimum 5 USD/EUR/GBP

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What is the timeframe of the withdrawal process?

We make every effort to ensure the funds you withdraw are transferred in a prompt and efficient manner.

Upon completion of your withdrawal from our side, funds should be credited to your payment method of choice within timeframe relevant for your method as per below:
Credit Card – 2 to 7 business days
Wire Transfer – 2 to 5 business days
E-wallets – Up to 24 hours

Please note: in compliance with anti-money laundering regulations, Markets.com is only allowed to transfer funds to an account bearing your name. Markets.com may require additional information or documentation prior to releasing funds to your account.

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How can I withdraw money from my account?

To withdraw money from your account click on the Menu located in the top right corner of Markets.com platform and select Withdrawal method.

For your convenience, you can also withdraw using the mobile app.

Funds will be returned to clients with the same payment method used to deposit, up to the deposited amount. For example, if a deposit is made by credit card, funds will be returned to the same credit card.

Credit card deposits are prioritized and will be refunded first, (with priority given to deposits made within the last 12 months), followed by other forms of withdrawal methods.

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What is the minimum amount for deposit?

The minimum amount to deposit is the equivalent of 250 in the following currencies:
USD/EUR/GBP/DKK/NOK/SEK/PLN/CZK/AED

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What payment methods does Markets.com accept for adding funds?

The following payment methods are accepted:
Credit card
Wire transfer
Neteller
Skrill

Additional payment methods include: Fast Bank Transfers, CommWeb, 2C2P.

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Why was my attempt to add funds unsuccessful?

Adding funds to your account could be successful but in pending status. This can happen when the account or payment verification process is not complete.

To complete the full verification process, please provide the required documents, explained and listed in detail under Account Verification in the FAQs.

– Log in to your account.
– Select Verification Centre.
– Upload the necessary documents using the Upload Documents option.
Please note: verification of documents may take up to 24 business hours to review after submission. You may receive additional instructions via email after uploading your documents.

Otherwise, you may need to contact support if the issue persists and consider checking the matter with your payment provider.

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Is it safe to use my bank card on Markets.com?

At Markets.com, we understand that the security of your funds is a primary concern. Rest assured that we implement and adhere to strict financial guidelines and regulations, both internally and with external parties, as security is a top priority.

Safety measures include but are not limited to:
– In accordance with financial regulations, client funds are segregated from operational funds, and are monitored on a daily basis.
– We comply fully with financial regulations requirements, among which is the holding of sufficient capital in order to safeguard client funds.
– We use a combination of advanced technical and physical safeguards to protect all data systems.
– Rigorous firewalls and Secure Sockets Layer (SSL) software is used to protect information during transmission.
– All communication between our clients and data servers is encrypted.

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When will funds appear in my account?

The time it takes for funds to appear in your account may vary depending on the payment method used:

Credit/debit cards take approximately 24 hours to process upon receipt.
Please note: upon completion of your Onboarding Process, your funds will be credited immediately in your trading account.
Wire transfer take approximately 1 – 2 business days to process upon receipt.

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Is there a fee for adding funds?

Markets.com does not charge clients for adding funds to their accounts. However, we recommend that you check with your payment service provider for any transaction fees or additional charges.

Please Note: clients adding funds of over $2,500 will be reimbursed by Markets.com for any external transaction fees that are charged.

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How can I add funds to my account?

To add funds in your trading account:
– Click on the Menu located in the top right corner of Markets.com platform.
– Choose the ‘Add Funds’ option.
– Select your desired method

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What currency can I use to add funds?

We accept funds in the following currencies:
USD/EUR/GBP/DKK/NOK/SEK/PLN/CZK/AED

Further currency options are also available in the Deposit Section of Markets.com platform.

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Who are we and are we regulated?

Markets.com Australia is operated by Tradetech Markets (Australia) Pty Ltd (“TTMAU”) a regulated investment services firm authorized in the conduct of its activities by the Australian Securities and Investments Commission (‘ASIC’) under license no. 424008.

Markets.com is a global brand and trade mark used by TTMAU and owned by Tradetech Markets Limited (‘Markets’). TTMAU and Markets are subsidiaries of Playtech PLC, a company traded on the London Stock Exchange’s Main Market and a constituent of the FTSE 250 index.

TTMAU has the sole and exclusive use of the domain ‘au.markets.com’ worldwide.

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CySEC (EU)

  • Client’s funds are kept in segregated bank accounts
  • FSCS Investor Compensation up to EUR20,000
  • Negative Balance Protection

Products

  • CFD
  • Share Dealing
  • Strategy Builder

Markets.com, operated by Safecap Investments Limited (“Safecap”) Regulated by CySEC under License no. 092/08 and FSCA under Licence no. 43906.

FSC (GLOBAL)

  • Clients’ funds kept in segregated bank accounts
  • Electronic Verification
  • Negative Balance Protection

Products

  • CFD
  • Strategy Builder

Markets.com, operated by TradeTech Markets (BVI) Limited (“TTMBVI”) Regulated by the BVI Financial Services Commission (‘FSC’) under licence no. SIBA/L/14/1067.

FCA (UK)

  • Client’s funds are kept in segregated bank accounts
  • FSCS Investor Compensation up to GBP85,000
    *depending on criteria and eligibility
  • Negative Balance Protection

Products

  • CFD
  • Spread Bets
  • Strategy Builder

Markets.com operated by TradeTech Alpha Limited (“TTA”) Regulated by the Financial Conduct Authority (“FCA”) under licence number 607305.

ASIC (AU)

  • Clients’ funds kept in segregated bank accounts
  • Electronic Verification
  • Negative Balance Protection

Products

  • CFD

Markets.com, operated by Tradetech Markets (Australia) Pty Limited (‘TTMAU”) Holds Australian Financial Services Licence no. 424008 and is regulated in the provision of financial services by the Australian Securities and Investments Commission (“ASIC”).

FSCA (ZA)

  • Clients’ funds kept in segregated bank accounts
  • Negative Balance Protection

Products

  • CFD
  • Strategy Builder

Markets.com, operated by TradeTech Markets (South Africa) (Pty) Limited (“TTMSA”) Regulated by Financial Sector Conduct Authority (‘FSCA’) under the licence no. 46860.

Selecting one of these regulators will display the corresponding information across the entire website. If you would like to display information for a different regulator, please select it. For more information click here.