Account FAQ

Frequently asked questions about account creation, security, and management on the Trading Platform.

Account Creation

How do I create an account?

Creating an account is quick and easy:

1. Visit our registration page
2. Enter your email address
3. Create a strong password (minimum 12 characters)
4. Agree to the Terms of Service
5. Click "Create Account"
6. Verify your email by clicking the link we send you

Is there a minimum age requirement?

Yes, you must be at least 18 years old to create an account and trade on the Trading Platform. Some jurisdictions may have higher age requirements.

Which countries are supported?

The Trading Platform is available in most countries worldwide. However, due to regulatory restrictions, we cannot accept users from:

• Countries under international sanctions
• Jurisdictions where leveraged trading is prohibited
• Regions where we don't hold required licences

During registration, your location will be verified and you'll be informed if the service is not available in your region.

Can I have multiple accounts?

No, each person may only have one account with the Trading Platform. Multiple accounts are against our Terms of Service and may result in account suspension.

Account Verification

Why do I need to verify my account?

Account verification is required by financial regulations (KYC - Know Your Customer) and helps:

• Prevent fraud and money laundering
• Protect your account from unauthorised access
• Enable full platform features including withdrawals
• Comply with regulatory requirements

What documents are required for verification?

You'll need to provide:

• Proof of Identity:Passport, national ID card, or driver's licence
• Proof of Address: Utility bill, bank statement, or government letter (dated within 3 months)
• Selfie: Photo of you holding your ID document

How long does verification take?

Most verifications are completed within 24-48 hours. During busy periods, it may take up to 5 business days. You'll receive an email notification once verification is complete.

What if my verification is rejected?

If your verification is rejected, you'll receive an email explaining why. Common reasons include:

• Blurry or unreadable documents
• Documents that don't match your registration details
• Expired documents
• Proof of address older than 3 months

Simply resubmit correct documents through the verification portal.

Security

How do I enable two-factor authentication (2FA)?

1. Go to Settings → Security → Two-Factor Authentication
2. Click Enable 2FA
3. Choose your method: Authenticator App (recommended) or SMS
4. Scan the QR code with your authenticator app
5. Enter the 6-digit code to verify
6. Save your backup codes in a secure location

What authenticator apps are supported?

Any TOTP-compatible authenticator app works, including:

• Google Authenticator (iOS/Android)
• Microsoft Authenticator
• Authy
• 1Password
• Bitwarden

I lost access to my authenticator app. What do I do?

If you have your backup codes, use one to log in and then reconfigure 2FA. If you don't have backup codes:

1. Click "Can't access your authenticator?" on the login page
2. Verify your identity through email
3. Submit a support ticket with ID verification
4. Our team will manually reset your 2FA (24-48 hours)

How do I change my password?

1. Go to Settings → Security → Password
2. Enter your current password
3. Enter your new password (minimum 12 characters)
4. Confirm the new password
5. Complete 2FA verification (if enabled)
6. Click Update Password

I forgot my password. How do I reset it?

1. Click "Forgot Password?" on the login page
2. Enter your registered email address
3. Check your email for the reset link
4. Click the link (valid for 24 hours)
5. Create a new password
6. Complete 2FA verification (if enabled)

How can I see active sessions on my account?

Go to Settings → Security → Sessionsto view all devices currently logged into your account. You can remotely log out of any session by clicking "Terminate" next to it.

Account Settings

How do I change my email address?

1. Go to Settings → Profile → Email
2. Enter your new email address
3. Enter your password to confirm
4. Complete 2FA verification
5. Verify the new email by clicking the confirmation link

How do I change my timezone?

1. Go to Settings → Profile → Preferences
2. Select your timezone from the dropdown
3. Click Save

This affects how times are displayed throughout the platform.

Can I change my account currency?

Your base account currency is set when you connect your broker and cannot be changed afterward. If you need a different currency, you would need to open a new broker account with that currency.

How do I enable/disable notifications?

1. Go to Settings → Notifications
2. Toggle each notification type on or off
3. Choose your preferred channels (email, push, in-app)
4. Set quiet hours if desired
5. Click Save Preferences

Broker Connection

How do I connect my broker account?

1. Go to Settings → Broker Connections
2. Click Add New Broker
3. Select your broker from the list
4. Enter your broker credentials (login, password, server)
5. Click Connect
6. Wait for verification (10-30 seconds)

Is my broker password stored securely?

Yes. Your broker credentials are encrypted using industry-standard AES-256 encryption. We follow strict security protocols and are regularly audited. We never have access to your broker password in plain text.

Can I connect multiple broker accounts?

Yes, you can connect multiple broker accounts to the Trading Platform. Go to Settings → Broker Connections and add additional accounts. You can switch between them using the account selector.

How do I disconnect a broker account?

1. Go to Settings → Broker Connections
2. Find the broker you want to disconnect
3. Click the three-dot menu
4. Select Disconnect
5. Confirm the disconnection

Note: Disconnecting doesn't close your broker account, it just removes the connection from the Trading Platform.

Account Closure

How do I close my account?

Before closing your account, ensure you have:

• Closed all open positions
• Cancelled all pending orders
• Disconnected all broker accounts
• Downloaded any data you need (trade history, reports)

To close your account:

1. Go to Settings → Account → Close Account
2. Enter your password
3. Complete 2FA verification
4. Confirm closure

Can I reactivate a closed account?

Accounts closed within the last 30 days may be reactivated. Contact support with your registered email address to request reactivation. After 30 days, account data is permanently deleted.

What happens to my data when I close my account?

Upon account closure:

• Your personal data is scheduled for deletion (30 days)
• Trade history is anonymised for regulatory requirements
• You'll receive a final data export via email

Related Resources

• Account Setup Guide - Complete setup walkthrough
• Trading FAQ - Trading-related questions
• Technical FAQ - Technical issues