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You should be able to find all the answers to your questions, whether they are general trading queries or specific queries about our trading platforms. An interactive customer service hub where you can search for specific keywords or by relevant topic. We are consistently updating our answers so keep checking in for all our up to date support



  • What is Leverage?

    Leverage offers large exposure for a much smaller amount, known as the 'margin requirement'. This means using borrowed capital to supplement an investment. The amount is the potential relationship between profit or loss, and your margin requirement. Leverage is the reason why losses can exceed your deposits. For that reason, a position with higher leverage could make or lose a large amount from a small initial cost. Increasing leverage increases risk.

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  • Maximum deal size

    The maximum deal size may depend on the platform you are using. In general you may place any deal size as long as you have enough funds in your account to cover the margin requirement of the trade. If you cannot enter your deal on our website, please contact us using the free phone number listed on your region's website. In exceptional market conditions, maximum deal sizes may be amended.

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  • What is slippage?

    The difference between the level of an order and the actual price at which it was executed. This can occur during periods of higher volatility such as economic announcements or market opening/end of the trading session.

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  • Minimum deal size

    Minimum deal sizes will range depending on the instrument but most can be traded from as low as 0.50p per point on the spread betting platform and a micro lot when using CFDs.

    For further information please call our trading desk on +44 (0) 207 392 1434.

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  • Do you offer guaranteed stop losses?

    We do offer guaranteed stop losses on certain markets. There is an additional charge for this facility which will be displayed on the deal ticket upon selection.

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  • Saving our charts

    Click the Chart icon on the relevant market. Customise the chart by using the tabs along the top and the left hand side of the window. Click the Settings tab and click Save Chart Settings.

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  • Trading funds available

    Your available trading funds can be worked out using the following formula; your liquidation value minus the margin required for open trades. If the figure is positive, then that is the amount that you have available to trade. If negative, then that is the amount that you will need to deposit before having funds available to trade with again.

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  • What is a dividend?

    If you hold a long position on that market, you will be credited 100% of the dividend amount multiplied by your stake. - If you hold a short position on that market, you will be debited the dividend amount multiplied by your stake. The cash adjustments to your account take place to reflect the change in the price of the underlying market.

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  • Colours of the rates on our trading platform

    Green signals a rise in price Red signals a fall in price.

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  • What are your overnight financing charges?

    • Equities, Indices, Commodities: 
    Total Position Size x 3.5% / 365 – Let’s take Barclays as an example. 
    Total Position size (exposure) - £10000 x 3.5% (Libor + 3) = £350 / 365 = 95p per day in Financing. Please note that for a weekend roll the charge is only applied once but the underlying market spread will be bigger as you are rolling a position for 3 days as opposed to just one. 
    The interest calculation is based on the currencies involved in the trade you have open. The ETX charge is based and calculated on the underlying exchange rate at 20:00 hrs, both are then applied to the size of position(s) you have running and overnight interest is either debited or credited as a ledger entry on your a/c on a daily basis on any open positions held. 

    The overnight funding is derived from the funding charges paid to maintain an open position in the underlying interbank foreign exchange markets often referred to as the Tom/next (tomorrow/next day borrowing, 'swap' or 'swap points') i.e. it is a tradeable market in swaps that moves with interest rate expectations and supply and demand in a similar way to the spot market moves although short dated swaps are traded at the front end of the curve and are very small spreads/”pips” usually to 5 and 6 decimal places
    Also, please note that the underlying market swap rates change and are not fixed so charges may vary and will change when the factors that are used to derive them change, whereas the ETX charge is fixed at 0.0054 % and is competitive when compared to other market participants. Overnight Financing can be accrued or charged depending on the direction of the trade and the intrument that is being traded.

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  • What is the purpose of limit orders?

    An order to buy or sell a product when it hits a certain price. A limit order is placed when you want to make a trade at a different price than the current quote. Traders should keep in mind that limit orders can be filled at different levels to the one expected in situations of extreme volatility when the markets are not moving smoothly. Please note that, unless agreed, Stop Loss and Limit orders are not guaranteed. 

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  • What time do the charts get reset?

    The daily candles on the charts get reset automatically at midnight local market time. For example, the daily candles for the SP 500 - Daily Rolling chart will be from midnight to midnight (New York time). For daily price changes: Daily price changes are applied at midnight London time. All prices are based on the official close of the underlying market.

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  • Why was my Order to Open filled at the wrong level?

    Sometimes it is not possible for your stop or limit order to be transacted at the exact price you have specified.  This may happen when the market moves very quickly or is very illiquid. In these cases, your order may be transacted at a level different to the one you have specified.  The difference in levels is called 'slippage' and will be determined by us on a fair and reasonable basis. Unless agreed, please remember that Stop Loss orders are not guaranteed. For further information please view our Terms and Conditions.

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  • What time is displayed on the website?

    The time is set in Greenwich Mean Time (GMT +0.00). It is synchronised with the market time.

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  • What are the rates displayed in the trading boxes?

    Rates are quoted prices of assets. Note that rates offered by us are not always reflective of exact market prices and can vary up to a few pips. The rates we present in the trading boxes on our home page are those at which we are willing to sell the options for.

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

    Market fluctuations affect our automatic pricing engine which displays rates in real-time. Additionally, you have the option to cancel your trade if you did not receive the exact rate you wished to trade on.
    Rate analysis is indicated by a blinking movement when the price fluctuates. The price turns green when moving up or red when moving down.To view your overall profit or loss on a position, look at the P/L column within the Open Positions tab corresponding to your relevant position.

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  • Why has my position closed at a different level than my requested Stop or Limit?

    Sometimes it is not possible for your stop or limit order to be transacted at the exact price you have specified. This may happen when the market moves very quickly or is very illiquid. In these cases, your order may be transacted at a level worse than the one you have specified. The difference in levels is called 'slippage' and will be determined by us on a fair and reasonable basis. 
    Please note that, unless agreed, Stop Loss and Limit orders are not guaranteed.  

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  • Can I order two positions in the opposite direction on the same market?

    ETX TraderPro - on some instruments there is a hedging facility whereby the instrument will have 'hedge' in brackets next to the name of the  instrument.

    MT4 will allow you to hedge on the same instrument.

    For more information please call our trading desk on +44 (0) 207 392 1434.

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  • Why am I unable to make a trade?

    Your account is insufficiently funded, you tried to trade outside of the trading hours or the price at which you are attempting to trade is no longer valid.
    If these reasons are not the case, contact us at customer.service@etxcapital.com or the free phone number listed on your region's website.

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  • Why has my position been closed unexpectedly?

    A Stop or Limit that you have set on your position has been reached and executed. Your position has been closed due to a margin call. If your "Trade Funds Available" figure has slipped into the negative, add funds to your account or close your current position. Doing nothing will result in the Risk Department closing (or partially closing) your position. Alternatively, you may have been trading on a futures contract and its expiration date has been reached. You may call us before the contract's expiration to roll the contract over to the next expiration date.

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