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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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  • Why has my withdrawal request been cancelled?

    There could be several reasons for cancellation, we will email you at the point of cancellation to confirm the reason. Please check you email account for details and check you junk mail if you are unable to find an email from ETX Capital.

    Please call +44 (0) 20 7392 1494 or email customer.service@etxcapital.com for further details.

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  • How much of my promotion have I earned?

    Please call +44 (0) 20 7392 1494 or email customer.service@etxcapital.com to obtain your promotion expiry date.

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  • Contacting us

    If you have any question or query, please do not hesitate to contact us.

    New Accounts


    Freephone – 0800 138 4582
    International - +44 (0) 20 7392 1486
    E-Mail – newaccounts@etxcapital.com

    Existing Accounts


    Trading Desk - +44 (0) 207 392 1434
    Customer Service - +44 (0) 20 7392 1494
    E-Mail – customer.service@etxcapital.com

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  • Do you charge for withdrawals?

    ETX Capital will offer each client five withdrawals for any amount over £100 within each calendar month without a processing fee. However, due to fees ETX incurs in processing the withdrawals by the banks, clients who withdraw funds more than five times in this period will incur a charge of £10 for each successive withdrawal – clients will not be charged retroactively for the previous five.
    Kindly note that withdrawals below £100 will also be charged £10. Clients will be charged only once if their withdrawal meets both of the above criteria.

    For more detail in Adding Funds go to our Payments page.

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  • Do you provide tax statements?

    We can provide you with an account statement for a specified time period. This statement is a general account statement and not tax specific.

    Please email Customer Services on Customer.Service@etxcapital.com in order to obtain your statement.

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  • How do I deposit funds into my MetaTrader 4 account?

    Once logged in please click on the 'Add funds' button and follow the on screen instructions.

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  • How do I transfer funds between my accounts?

    You can request the transfer by emailing customer.service@etxcapital.com and confirming the account numbers for the transfers along with the amount, your date of birth and address.

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  • What are ETX Capital's bank account details?

    Our bank account details can be found in the 'Add funds' section of the Your account page on your platform.

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  • Can I deposit using someone else's card, bank account or e-Wallet?

    Please note that we can only accept deposits into your account from a bank account or credit/debit card in your own name.  We do not accept third party funding.

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  • Do you offer promotions?

    We offer a range of promotional offers to our clients.  If you would like further information, please contact your Account Relationship Manager.

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  • I have forgotten my username and/or password.

    In order to obtain your login credentials please visit the ETX Capital login page. You will then need to click on the ‘Forgotten?’ button next to the username or password box in order to retrieve your information.
         
     Please use this link to recover password -  https://clients.etxcapital.com/Login/ResetPassword

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  • What documentation will I need to produce to arrange for payments to a different source?

    ETX Capital will only make a repayment to a difference source if payment to the original source is not possible.  Once ETX Capital has determined that it is not possible to return to the original source our Customer Service team will contact you to explain the documents required.
    Please ensure that your account contact details are up to date so that the contact process is not delayed.

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  • Do you have recordings of the webinars?

    Some of our webinars are recorded and can be accessed via our education page.

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  • What happens if I want to withdraw but my debit/credit card used for funding has expired?

    Most card issuers will accept return payments to an expired card, as they will have records for the valid card that replaced it.  The Company will attempt to return the withdrawal and will refer back to you if the Issuer refuses to accept the payment.

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  • What do I do if my Credit/debit card has been stolen or my funding bank account has been closed?

    In this instance we will require a bank letter from you confirming the account closure, or the cancellation of your account due to theft. We will then require a bank statement from you for the alternative account which you would like your funds returned to.

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  • If I send funds into my account in a different currency what rate will they be converted at?

    Should you send us funds in a different currency from your account base currency we will convert them at the spot rate from close of trading on the previous day reasonably determined by us. Please note that should this process be required your deposit will take longer to be credited to your trading account. We will not be liable to you for any exchange rate loss suffered by you as a result of any such conversion.

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  • I need to send my contract notes to my compliance team, how do I do this?

    Please call​ +44 (0) 20 7392 1494 or email customer.service@etxcapital.com in order to request this.

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  • What education do you offer?

    We offer a range of education at ETX Capital including webinars, seminars and an advanced education course. These are FREE to all ETX Capital account holders.

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  • Why am I unable to access the online webinar?

    Please ensure that you have the latest version of Windows Media player If you are still unable to access the webinar please contact us on +44 (0) 20 7392 1494.

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  • How do I make a withdrawal from my account?

    Please login to your account, you then need to visit the 'Your Account'  section and click on 'Withdraw Funds'. You will then be asked to input the amount you would like to withdraw. Once you have submitted your request our withdrawals team will process your request.

    Please note that we are unable to make payments to third parties. In order to guard against financial crime, we may ask you for further information/documentation before we process your withdrawal.

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  • Do I pay tax on my profit?

    ETX Capital is unable to provide any tax advice/information. You are responsible for taxation liabilities, if any, in your country of residence. Please contact your local authority for more information.

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  • Why have you removed my Promotion?

    Your promotion may have expired or it may have been removed if you have withdrawn or transferred funds out of your trading account. For further information please refer to the promotion Terms and Conditions.

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  • How do I cancel a Withdrawal?

    In order to cancel your withdrawal request please call +44 (0) 20 7392 1494 or email withdrawals@etxcapital.com.

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  • Why does it take longer to withdraw funds than to deposit them?

    When you deposit funds the Company chooses to give you immediate credit in your trading account, even though the transfers through many payment systems take much longer to complete. When returning funds the Company will always endeavour to process client withdrawals within two business days, however in some cases this process can take longer. We  are also unable to influence the speed at which the banking or credit card processing systems deliver the funds to your account(s). If the funds have not been received within seven working days please call Client Support and we will attempt to trace the payment(s) on your behalf. In order to guard against financial crime, we may also ask you for further information/documentation before we process your withdrawal, which can mean the process takes longer than usual.  

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  • What is the maximum deposit amount?

    This information can be found on our payments page

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  • How long will it take for my deposit to reach my trading account?

    The time scale for deposits does depend on the method of payment you have used, for full information please visit our payments page

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  • Can I deposit cash into my account?

    We do not accept cash deposits due to AML regulations.

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  • When does my Promotion expire?

    Please call +44 (0) 20 7392 1494 or email customer.service@etxcapital.com to obtain your promotion expiry date.

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  • How do I claim my promotion?

    Please call +44 (0) 20 7392 1494 or email your account relationship manager to discuss any promotions you are eligible for.

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  • How do I update the personal details on my account?

    Please call +44 (0) 20 7392 1494 or email customer.service@etxcapital.com in order to update your personal details. In certain instances we may require further information or documentation from you.

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  • Where are my funds returned to if I make a withdrawal?

    To minimise the risk that our services are used to facilitate Money laundering the company can only return your funds to the same account or source that they were originally received from.  The Company cannot pay to any person or persons other than you, the account holder(s).
    The Company cannot issue cash or cheques for withdrawals.

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  • What payment methods do you offer?

    We offer a range of payment methods  details of which can be found on our payments page.

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  • What is the minimum account deposit?

    The minimum deposit is £100 or the currency equivalent.

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  • Will ETX Capital process withdrawals to Skrill/ Neteller/ or other e-wallets?

    ETX Capital will repay the orignal amount deposited via e-wallet back to Skrill, Neteller or any other e-wallet available on its funding pages if, and only if, you used those sources to fund your account originally. In some instances we may be able to accommodate profit return to your e-wallet accounts, for further information please contact Client Support.

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