EMERGENCY PROCEDURES
If you are in a trade, and need to adjust your trade or close it, or if you cannot connect to the LIVE TRADING platform, there is a 24 hour, emergency phone number for you.
You can find that number in your READY TO GO email, and it has also been sent to your platform.
CANNOT CLOSE/MODIFY A TRADE
If for some reason you can't close or modify a trade, please call in directly to our datacenter. Before you call, you must have the following information ready:
(1) Your Account Number.
(2) Your Phone Password (you chose this password in your application).
(3) The OrderID(s) of the order(s) you need closed or modified.
(4) Next call the datacenter using the number from your Ready To Go email.
(5) Before you get off the line, confirm that the changes are what you requested.
NOTE: The people answering the phones are only trying to help, so try to be clear when giving instructions, but they cannot be responsible for clerical errors. So please confirm everything before hanging up.
CANNOT ACCESS THE PLATFORM
If you cannot log in to the platform, or the platform is not responding, then do the following.
(1) Reboot your computer and try once more.
(2) Check the platform for messages about a known issue.
(3) Call the data center and notify them.
(4) Get off the line as quickly as you can, since it is likely that some connection to the liquidity provider is down, and other traders will be trying to get through.
HAVE A BAD FILL, MISSED TRADE,
BAD EXECUTION
If something goes wrong with an order that you placed, please do not call the emergency lines. They are for live trades that need to be adjusted. Instead, there is a form on the website for this. Please fill in the form and we will track it through to the liquidity provider to find out what happened. Be advised that we cannot compensate you for bad fills or missed trades. We don't hold your money, and don't profit from you losses, so we can't. On very, very rare occasions the liquidity provider will agree to compensate you. But it is very rare, to never. We all know that Forex is an inherently technically risky business, and that probably our personal trades were affected as well.