FAQ

Personal Account FAQ

How can I submit a complaint?

In case you have any complaints about the functionality of the website you must fill in and send the appropriate form. You can find the Client Complaint Form here, complete it, and send it to [email protected]

What should I do if I have forgotten my password?

Please click on “forgot password?” and a new password will be issued and sent to your email.

How can I update my personal details?

You can update the information in My Account>Personal Details or contact us by email.

How can I contact you?

The TradeFinancial support team is here for you.  You can contact us via email ([email protected]tradefinancial.co.za), or by the given phone number for your area in the Contact Us page.

Should I install software?

No, TradeFinancial is a web-based trading platform, meaning you can log in to your account and trade on any device that has an internet connection.

Where can I view my transaction history?

All your deposits, withdrawals and portfolio history can be viewed in the trading section. Log in to your account and browse to the platform page, then click REPORTS in the right menu.

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 page whose link can be found at the bottom of the homepage.

What is the time shown on this site?

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

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 an Underlying Asset?

A commodity, index, stock, currency pair or any other financial asset that constitutes the basis for creating an option.

What is the registration fee?

Τhere is no registration fee.

How can I register?

Registering at TradeFinancial is extremely simple:
1.    Click on “Open Your Account” on the home page.
2.    Fill in the required details.
3.    Submit the form.
4.    You will receive a welcome e-mail with a verification link. Click on it.
5.    That’s all! Welcome to TradeFinancial!

I have problems with the registration process. What should I do?

Our team at TradeFinancial is here for you, and is readily available to help!  You can contact us by Email, phone, telephone or through the Live Chat button on top of the page.

Are payouts taxable?

TradeFinancial traders are responsible for their taxation liabilities, if any, at their place of residence. See our general terms for more details.

How secure is trading with you?

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

Do I have to deposit money for registration?

No.  A deposit is not required and no credit/debit card details are required in order to register for this site.  However, you will have to deposit money to start trading.

What currency can I use for trading?

You can open an account in ZAR/USD

How to open a live trading account?

Just click on the open account button and follow an easy step by step process which you should be able to complete in just a few minutes and in no time, you will be trading live. Once you have filed out the required information, you can make your initial deposit.

Can I have multiple accounts?

No.

How can I fund my account?

TradeFinancial currently accepts wire transfers, and credit cards (Visa/Mastercard/Maestro) and most third party payment providers. We are always adding more choices. If you do not see the method you would like to use, contact our customer support team.

How fast are my deposits posted to my account?

This all depends on your payment method. Most credit cards and many third party provider services are posted within minutes. Wire transfer, cheques and some payment methods can take several days. Please check with customer services if you have any questions.

Deposit & Withdrawal Procedure

Setting up a trading account with TradeFinancial is simple and secure. Deposits and withdrawals into your account can be made via credit card or Bank wire transfer. Clients funds are held in segregated accounts and are insured for your protection. Additionally, we implemented different security measures in order to guarantee your financial and personal data. We use the latest security technologies to protect your data online and our compliance procedures are in line with international financial standards.

Know Your Client procedures
In order to open a trading account with TradeFinancial, all of our clients need to verify their identity by sending a color copy of the following documents verifying their identity and residence.

  • Proof of Identity: Valid colour copy of International Passport, National ID card or Driving License (Front & Back) with photograph included.
  • Proof of Residence: Utility Bill, local authority tax bill or Bank Statement – these must have been issued within the last 6 months.

 

All above have to be full page documents to be accepted.

Documents may be submitted either by email to [email protected] or by using our documents submission system. You can find it when you are logged into your account – go to “Account Verification” page then to the “Upload” tab.

Deposit Methods:The below instructions apply to all TradeFinancial clients.

Deposit via Credit/Debit Card (deposit fees do not apply).

  • Minimum deposit amount: ZAR 3,000
  1. Login to your account.
  2. Click on “Deposit” tab.
  3. Select “Credit Card” as deposit type.
  4. Fill in the online deposit form, enter the amount you wish to deposit in your account.
  5. Approve the transaction by clicking the button “Apply”.
  6. Provide [email protected] with a color copy of your Credit Card, showing only the name, expiration date, last four digits on the front and the signature on the back. For your reassurance, please ensure that all other details are concealed.
  7. Your trading account will be credited with deposited amount within few minutes.

Your trading account can be funded ONLY via your own card. Third party funding is not allowed.

Withdrawal Methods

The below instructions apply to all TradeFinancial Clients.

On the event of Withdrawal request, the funds will be transferred according to the original method used to fund your trading account. The maximum withdrawal amount to a credit card cannot exceed the actual invested amount.

 

How can I withdraw money from my account?

If you’re withdrawing for the first time, it is likely that we’ll need to verify your identity. This is normally done by re-sending a copy of a government issued photo ID such as a driver’s license, proof of age card or passport from your primary email address, along with a filled and signed withdrawal request form. For future withdrawals, all you’ll need to do is just send an email to [email protected] from the email that we have on file along with your account number and withdrawal amount to inform us. Likewise, you can withdraw money from your account by either using your credit card (in case you deposited money with credit card) or wire transfer.

How long does a withdrawal take to be processed?

Once a Withdrawal form is submitted, it can take up to 5 business days to approve and process the request (considering we have all the required wire details in order to proceed).

It can take up to 21 business days for the funds to show in your account.

What is the minimum deposit amount?

For CFD accounts the minimum opening balance is ZAR 3,000 depending on the account type choice.

How fast are my deposits posted to my account?

This all depends on your payment method. Most credit cards and many third party provider services are posted within minutes. Wire transfer, cheques and some payment methods can take several days. Please check with customer services if you have any questions.

Is there a minimum withdrawal amount?

The minimum withdrawal amount is $20

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 SWIFT code is. If the SWIFT code comprises only eight digits, you will have to insert XXX at the end.

Can I cancel a withdrawal? How so?

Of course!  Even if your withdrawal request is being processed, you can still cancel the withdrawal and return the money to your TradeFinancial account.

The withdrawal cancellation option is especially useful when you do not have sufficient funds in your account, but you wish to continue trading.

You can simply cancel your withdrawal by contacting us by phone or email.

Which payment methods can I use?

Payment methods you can use through our page include credit card (Visa, MasterCard and Maestro), debit card and alternative payment methods (such as Skrill, Neteller, China Union Pay etc.)

What are the procedures for deposits and withdrawals?

In order for a deposit or withdrawal to be successfully activated, proper documentation for personal identification must be supplied by e-mail to [email protected] when your TradeFinancial account is established:

1.  Picture ID:  This can be any public document such as passport or driver’s license, in colour.

2.  Documentation that can confirm present address, like a Utility bill or Bank Statement showing name, address and dated within the last 6 months.

3.  If you invested by credit card, then a copy of the credit card used for the investment must be sent.   For your own security, please cover your card number on the front of the card, leaving only the last 4 digits, name and expiry date visible (in the front)  and also cover the CVV number on the back of the card, leaving the signature visible.

That’s all!  Now you can deposit and withdraw to your discretion.

Are my funds secured?

Investor funds are insured and held in segregated fiduciary bank accounts that can only be used for client payment. These funds exist off the company’s balance sheet and cannot be used to pay company expenses in the improbable case of bankruptcy.

What is a Buy Position?

“Buy” represents an increase that a price may take.  If you believe that the price of the asset will rise by the time you plan to close your trade, then “Buy” is the button to click.

What is a Sell Position?

“Sell” represents the “down” direction that a price may take.  If you believe that the price of the asset will fall by the time you plan to close your trade, then “Sell” is the button to click.

How can I make a trade?

Once you have deposited funds, go to the trading platform and there you can make a trade.

How Can I Profit From CFD Orders?

With CFDs, you make money when the price of an asset moves in the direction that you selected prior to you deciding to close your trade. The larger the movement, the greater the potential for profit.

When the price of the asset moves in the opposite direction from what you selected, or if it does not move enough in the chosen direction to offset your costs to open the position, then you lose money.

What are the rates displayed in the trading boxes?

Rates are the quoted prices of the underlying assets.  The rate is the price offered by TradeFinancial, based on live feeds.  Please note that rates offered by TradeFinancial are not always reflective of exact market prices – they can vary up to a few pips.  The rates we present in the trading boxes on our home page are those at which TradeFinancial is willing to sell the options for.

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

Like the market, rates at TradeFinancial are dynamic and change every second.  The market fluctuations affect our automatic pricing engine, which displays rates at real-time.  However, here at TradeFinancial, 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, TradeFinancial 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.

What is Rollover?

While Forex trading is active 24 hours per day, 5 days per week, a trading day is considered over at 22:00 GMT. At this time, open positions are evaluated to see if they have a credit or debit due based on interest rate calculations on a per currency basis. This time period is referred to as Trade Rollover.

Why am I unable to make a trade?

Unsuccessful trades are usually a result of insufficient funds 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 soon can I start trading?

In most cases you will be able to start trading as soon as your deposit is posted. This will depend on the how you make your initial deposit. Many methods are posted almost instantly. The account verification process may take up to 1 business day if we require additional documents or if you’re opening a corporate or trust account. If your account is already verified, you’ll be able to start trading as soon as the account is funded.

What documents do I need to provide?

A valid colour copy of international Passport, National ID card or Driving License (front and back). A valid proof of residence (utility bill or bank statement) showing name, address and dated within the last 6 months, and in case the method you used for depositing was a Credit card, a colour copy of the card, showing the last 4 digits , name and expiry date in the front (cover other information) and showing signature in the back  (cover the CVV code)

Why do I have to supply all this background information?

International law requires that we verify your identity and experience, and understanding of the risk in trading as a protection for you. We run a suitability test in order to evaluate whether our products are appropriate for you.

Are my deposits safe?

Your funds are held with an approved bank in Vanuatu. TradeFinancial holds client money at a nominated account, separate from TradeFinancial own funds. Client money is paid into the TradeFinancial segregated account and can only be used as permitted under the strict client money provisions. All client money’s are dealt with according to the local laws and regulations.

I forgot my password can I get a new one?

Locate the lost password link located near the sign in button and follow the steps. You can get a new password following these steps or you can contact customer support by phone or email for assistance.

Can I change the currency value in my account?

You may but this is an involved process and requires the direct assistance of the customer support desk. Please contact them.

Can I manage and trade my spouses account?

You can if your spouse has given you the authority and the passwords so that you can trade. In most cases if you need to contact us, the account holder will be required to verify your status.

Can I change my account type?

You can always upgrade to a higher level account. Please contact customer support or your account relationship manager for assistance.

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RISK WARNING

CFDs trading carries a high level of risk and may lead to a loss of your invested funds. Therefore, CFDs trading may not be suitable for all investors. Traders should not invest money they cannot afford to lose. Prior to start trading, you are responsible for being aware and understand the risks associated with CFDs trading. Seek advice from a professional and independent financial advisor. Armenson Ltd., a company incorporated under the law of Vanuatu, with registration No. 14759, with registered address at PO BOX 1276, Port Vila, Vanuatu, Republic of Vanuatu shall not bear any liability whatsoever to any person or entity for losses or damage of any means relating to any transactions related to CFDs trading, whether direct, indirect, circumstantial, consequential or incidental actions resulting in damage or loss, whatsoever.

Tradefinancial.co.za is owned and operated by Armenson Ltd., a company incorporated under the law of Vanuatu, with registration No. 14759, with registered address at PO BOX 1276, Port Vila, Vanuatu, Republic of Vanuatu.