FAQ

Live Accounts

I'd like someone to trade on my behalf. Can I appoint someone to trade for me?
Yes, you can give authority to another person to trade from your account on your behalf (a limited power of attorney). Please contact our Client Management team who will be able to assist you with setting this up.
I'd like to close my account. How can I do this?
You will need to notify our Client Management team in writing, either from your registered email address or by post, to our registered office address. You will need to withdraw any funds in your account and provide full contact details and your account number. We may contact you by phone to confirm your closure. If we are unable to contact you by phone we will always send you an email. You may need to reply to that email to confirm your closure request.
Why do you ask for my personal financial and employment information?
We are required to verify your identity and obtain information about your source of income and wealth and level of experience with financial products. Security of clients’ personal information is of the utmost importance to us.
I have been asked to provide certified documentation. What does this mean?

Depending on your circumstances and the region you are a resident of, we may request that the documentation you submit to us is certified. A certified copy is a copy of an original document that has been endorsed as a true copy of the original by an approved individual. Examples of approved individuals who can certify documents include:

  • Law enforcement official
  • Doctor
  • Teacher
  • Lawyer
  • Notary public

The endorsement or stamp needs to appear on the page that shows the information required. We are not able to accept a certified document with the certification on a separate page.
The certification on all certified copies should include:

  • The statement: “Certified to be a true copy of the original”
  • The name and signature of the person who has certified the document
  • The certifier’s job title
  • The certifier’s telephone number
  • The certifier’s company stamp, if applicable or their address
  • The date of the certification

We are able to set up your account with scanned copies of your certified documents. However, you need to send us hardcopies of the certified documents within two weeks of opening your account in order to withdraw funds.
Translated documents must be annotated with the wording “True translation” and must be signed and dated by the translator.

Do I need to deposit any funds to activate my account?

You can sign in to your account as soon as your application has been successful and you have clicked on the verification link sent to your registered email address. However, you won’t be able to place a trade unless there are sufficient funds in your account to open a position. If you prefer to test strategies in a risk-free environment, our free demo account will allow you to practise trading with virtual funds.

Funding

Do I need to deposit any funds to activate my account?

You can sign in to your account as soon as your application has been successful and you have clicked on the verification link sent to your registered email address. However, you won’t be able to place a trade unless there are sufficient funds in your account to open a position. If you prefer to test strategies in a risk-free environment, our free demo account will allow you to practise trading with virtual funds.

How do I fund my account?

You can fund your account using a credit or debit card or by transferring funds from your bank account. We do not accept cheque or cash deposits. Please ensure that any payment you make to fund your account is from a card or account in your name. Any payment from third-party sources will be returned.

We do not accept AMEX or Diners cards. If you send funds to us from outside of the UK, then additional charges may apply to bank transfers.

Charges will be deducted from the payment amount and net proceeds credited to your trading account.

Any cards you wish to register to your account will need to be enrolled with 3D secure (Verified by VISA or MasterCard Secure Code) for payments to successfully be credited to your account. Please note we will only take deposit requests over the phone if your account is approaching margin call.

Trading FAQs

Why has my stop loss not executed when I can see the price has reached the level?

If you’re currently long (with a buy position), make sure you’re looking at a sell chart (you can change the chart type at the bottom of the chart itself). If you’re short (with a sell position), make sure you’re looking at a buy chart. If you still feel the stop loss should have been executed, please contact our Client Management team.

How can I reset my password?

You can reset your password by selecting ‘Forgotten Password’ on the login page We will then send instructions for changing your password to the email address you use to log into your account.

Can I open more than one trade on the same product?

Yes you can. Click on the ‘Accounts’ tab and then ‘Positions’ on the trading platform to see your separate position clusters, or an amalgamated total with your average entry price.

What should I do if I have a query relating to my account?

If you have any queries relating to your trading account, for example you wish to contest something about your account, whether relating to an open or closed position, please call our Client Management team immediately so we can take action as quickly as possible.

How can I change my email address?

To amend your registered email address, please contact our Client Management team by phone or send a request from your email address. In order to make the change we may ask you to confirm other personal details we hold for you on our records.

Can I open a forex trading account?

We offer CFDs on a large number of FX pairs abd this can be traded on the same platform as other CFD products. We don’t, however, offer physical FX trading. 

I’ve calculated my profit and loss but it doesn’t seem to add up? What should I do??

Please make sure you have taken into account any additional costs, such as overnight holding costs, the premium for guaranteed stop-loss orders, or commissions on share CFD trades. Profit and loss on CFD trading accounts is calculated in the currency where the product is domiciled and then converted into your account currency.

How to limit risks when trading?

The risk cannot be completely eliminated. In order to minimize your losses, you can consider using stop loss, so that the transaction will be closed before the loss exceeds a certain value. (Please note that stop loss cannot be guaranteed). Please also note that when trading CFDs, the higher the optional financing rate used for the transaction, the higher the risk.

Demo Accounts

Do you offer a demo account?

Yes, we offer a free demo account containing virtual funds. This allows you to try out our platform in a risk-free environment and practise trading strategies and techniques. Please note that our demo account doesn’t display prices for share spread bets or CFDs.

All you need to do to open a demo account is provide a valid email address, your full name, phone number and password. Open a demo account now. Once you have opened a demo account, you will need to click on the verification link sent to your registered email address to activate it.

How do I open a live account?

Just click on the ‘Live Account’ button on the login page to go to the online application form. Use your demo account login details to get started and then follow the step-by-step instructions to apply for your live account.

Will my demo account expire?

No, you can keep your demo account open for as long as you like and you can use it to test strategies, even after you’ve opened a live account. Add more virtual funds at any time via the ‘Payments’ menu.

Withdrawals

Why do I need to set up bank details?

You only need to set up bank details if you intend to transfer funds to your bank account. Once these details have been verified, your bank account will be registered and visible as a withdrawal destination on your payments menu. As we are not permitted to make any third-party payments to clients, we may ask that you provide us with some form of documentation to ensure ownership of the bank account you wish to register matches the records held on our database.

How can I withdraw funds from my account?

You can withdraw funds from your account online by clicking on the ‘Payments’ icon and then selecting the ‘Withdrawals’ tab. Alternatively, you can use chat (Live help) or call our Client Management team for assistance. Please be aware that for your protection, we may request additional information and/or proof of identity before processing the withdrawal request. We do not transfer funds to a third-party account so please ensure that the bank account is in your name. Note: if your bank details are on file we will process your request the same day as long as your request is before the cut-off time of 2pm (for UK-based withdrawals) or 11am (for non-UK withdrawals).

Platform FAQs

Can I eliminate slippage from my orders?
You can reduce the amount of slippage your orders are subject to by using boundaries. To enable boundaries on your platform, select ‘User Preferences’ from the top right-hand side of your screen, choose ‘Order Settings’ and tick the box to enable boundaries. They will then appear on the order ticket for both market and stop-entry orders. View the ‘Trade Using Boundary Technology’ video for more information.
Can I access the platform when I go abroad?
Yes, you should be able to access the platform and mobile apps when travelling abroad, providing you have sufficient network connection or are connected to Wi-Fi.
How can I find information regarding a particular product?
Access the ‘Product Overview’ by selecting the ‘>’ icon alongside at the name of the product within the library. The product overview includes information on spread, margin rates, trading hours and holding costs.
Am I able to access my account history?
If you select ‘Account’ and then ‘History’, you can view your history for different timeframes. Filter by selecting ‘date/time’ in the top left-hand corner and also filter by ‘type’ to just view payments in, for example. You can export your account history as a pdf or excel file using the icons in the bottom left-hand corner.
My platform is running slowly, what can I do about this?
For optimum platform performance, you will need to ensure that you have a fast and stable internet connection. If you find that the platform is not running as quickly as it normally does, we would suggest that you clear your browser’s cache and restart the browser session. Reducing the number of technicals on any charts open on your platform may also improve this issue.

If you experience similar problems with our mobile platform, please force close the app on your phone and restart it. If you continue to experience problems you may need to upgrade to the latest version of our app.

Risk Disclosure: Foreign exchange margin trading has high risks, may not be suitable for every investor. Before applying and entering into any foreign exchange margin trading and CFDs, you should carefully consider your goals, financial situation, needs and level of experience, and consult independent if necessary professional consultant. The role of foreign exchange margin and CFD leverage is to amplify your profits and losses. Please ensure that you fully understand before formal trading risks, including the loss of the principal may be much higher than your initial investment, if you cannot bear the loss, please do not invest rashly. Before you decide to use our services, please browse the legal documents page to download and carefully read our risk warning and terms of use. Please note that the information on this website is not intended for residents of any country or jurisdiction that is inconsistent with the laws and regulations described on this website. Realms FX  is not a Financial adviser and provides you with general advice only. It does not provide any advice or advice on the acquisition, holding or selling of margin trading.

Address: Suite 23, 1st Floor, Eden Plaza, Eden Island, Mahe, Republic of Seychelles

© 2021 Realms FX Limited. All Rights Reserved.