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Top10 FAQ

On this page you can ask our manager any questions you have. The reply to your question will be sent to your e-mail. Before asking, please look through this page and read the information on it. There may already be an answer to your question.

  1. Is it possible to change the currency of my account?

    No. But you can open a new account in USD, EUR, CNY and GOLD.

  2. How is the reserve funds calculated?

    Important: To simplify the calculation of reserve funds requirements we recommend using the trader’s calculator.

    The formula for calculating reserve funds in the base currency:

    Reserve Funds = Contract size / Level

    The base currency is a currency, standing first in the quote, for example:

    • in EURUSD the base currency is EUR;
    • in USDCHF the base currency is USD;
    • in GBPUSD the base currency is GBP;

    The size of a contract is the amount of a contract in the base currency. The value of 1 lot is always 100,000 units of base currency. Accordingly, the value of 0.1 lot = 100,000 * 0.1 = 10,000 units of base currency, the value of 0.01 lots = 100,000 * 0.01 = 1,000 units of base currency;

    Level is a ratio between the trader’s own funds and borrowed funds, for example:

    • 1:500 level -- 500;
    • 1:100 level -- 100.

    After calculating the reserve funds in the base currency, convert it into the deposit currency (according to the exchange rate at the time of opening positions) -- US dollar, Euros, etc.

    Consider this example:

    A trader uses 1:500 level to open a position BUY 1 lot EURUSD 1.2457. The reserve for this position is calculated as follows:

    • For the position “BUY 1 lot EURUSD 1.2457”, the base currency is EUR. Thus, the reserve for this position will be 100,000 / 500 = 200 EUR;
    • If the currency of trading account is different from euro, the reserve funds calculated in EUR should be converted into the currency of trading account;
    • 200 EUR * EUR / USD (if the currency of the trading account is the US dollar).


  3. Why was the order not executed at the declared price?


    An order may be not executed at the set price if there is gap. The gap is a price break that occurs when prices sudden change. The gap means that in the market there are no buyers and sellers that are ready to make a deal at a price that exists within the gap. If a trader has a stop order at a price inside the gap, this order will not be executed at this price, because in the market there are no buyers and sellers at this price. In this case, the order is executed at a gap price, i.e. at the price that sellers or buyers are ready to pay.


    For more information, visit the section “Trading conditions / Forex Order Types”.

  4. Why was the position not closed even when the price was on the chart?
    Remember that there are two prices in the market: the price of sellers (ask) and the price of buyers (bid).
    The chart shows the bid price.
    • A sell order is opened at the bid price, and is closed at the ask price.
    • A buy order is opened at the ask price, and is closed at the bid price.
    Consider this example:
    For your SELL order, the stop-loss order is set at the price of 1.2970. The price in the chart reached 1.2968, but the order was closed by stop-loss price. In this case, 1.2968 is the bid price, and given the spread of 2 points, the ask price was 1.2970 (i.e. ask = bid + spread = 1.2968 +0.0002 = 1.2970).
    SELL orders are executed at the ask price. Therefore, the SELL order was closed by stop-loss order at the price “bid 1.2968 ask 1.2970.”
  5. What to do if the terminal says “No connection”.

    If the terminal displays the “No connection” message, try doing the following:

    1. Check your Internet connection. Perhaps there are problems with communications on your ISP side.
    2. If your computer has a stable connection to the Internet, but the terminal still says “No connection”, try to rescan the server. Left-click on the “No connection” message and select “Rescan server” from the menu item.
    3. If none of the above steps help, in the top panel select “File” and click “Login” from the drop down menu. In the window, enter your username (trading account number), password, server address and click “Login”.
    If none of the above steps resolve the issue, please contact technical support.
  6. What does “Trade flow is busy” mean?

    The “Trade flow is busy” message appears when a client sends a new order to the server without waiting for a response to the previous request. Usually this message means there’s a short-term loss of connection with the trading server, and the client has not received a response from the server and his next order is put in queue on the client terminal.

    To resolve the issue, restart the terminal.
  7. Why was the order closed without my participation?

    In case the Margin Level on the Client’s trading account becomes equal or lower than the Stop Out value, the Company has the right to close all open positions on the Client’s trading account compulsory at the current market price without any preliminary notification and Client’s consent. Stop Out values for each of account types are specified in comparison table of account types on the Company’s website. Also, one should take into account that Stop Loss, Take Profit, and Trailing Stop may also influence the position closure.

  8. Why does the “Not enough money” message appear when I try to open a position?

    “Not enough money” means the trader does not have enough money to open a position. To open position, you must make a deposit (provide the reserve funds).

    <Reserve Funds> = <Value of the contract> / <Level>

    Example: The trader has 1,000 EUR on his account and he sends an order to the broker to open a position for 50 lots (5,000,000) EURUSD
    The server receives the order and calculates the reserve required to open this position: 50 lots (EURUSD) at 1:100 level = 5,000,000/100 = 50,000 EUR.
    Since the customer has only 1,000 EUR, and the opening of this position requires 50,000 EUR, the customer will receive a rejection from the server: “Not enough money.”


  9. How to calculate the cost of one point.
    Formula: <Cost of 1 point> = (Contract * (Price + One point)) - (Contract * Price),
    Example: Calculation of one point of the EURGBP. The currency of the trading account is the US dollar.
    A trader opens a position:
    BUY a lot EURGBP at 0.8365
    Contract = 100,000
    Price = 0.8365
    One point = 0.0001
    1. The cost of 1 point for «BUY a lot EURGBP 0.8365» = (100.00 * (0.8365 +0,0001)) - (100.000 * 0.8365) = 10 GBP;
    2. Since the currency of the trading account is USD, the profit and losses are calculated in USD. Therefore, the cost of 1 point calculated in GBP should be converted into USD;
    3. 10 GBP * GBP / USD rate = 10 * 1.5417 = 15.47 USD.
    Thus, the cost of 1 point for «BUY 1 lot EURGBP 0.8365» amounted to 15.47 USD.
  10. Why do I need a demo-account?

    A demo account is typically used to study the trading platform and trading terms of the broker, to test trading strategies and advisers. To open a demo account, you must complete the registration form.


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