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Articles

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

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Technical
  • My Card payment is being declined why is this?

    When making a deposit the card being used must have the same registered address as the address which we hold for you.  If the addresses are the same and this is the first time you are using this card with us we would advise that you contact your bank to inform them that you are planning on making a deposit with us. On occasion banks will decline the initial deposit in order to complete a security check with the card holder.

    Once you have contacted your bank they will remove the block and you should then be able to process the transaction successfully.

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  • Payment security

    We use the internationally accepted security protocol 3-D Secure which is designed to be an additional security layer for online credit and debit card transactions by using XML messages sent over SSL connections with client authentication. The protocol operates automatically and in most instances clients are asked to confirm the transaction by adding a password or a code provided via text message by the Issuing Bank.

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  • How do I remove cards from my account so that I can add a new one?

    In order to remove some of your registered cards please call +44 (0) 20 7392 1434 or email customer.service@etxcapital.com

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