The premium for guaranteed stop-loss orders (GSLOs) will vary by instrument and depend on your trade size. The estimated cost will be displayed on order tickets before you agree to apply a GSLO to a position, and will automatically be deducted from your cash balance once you've confirmed the GSLO. The GSLO premium is refunded in full if the GSLO is not triggered. Learn how we calculate our GSLO premiums.

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

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). If you're short (with a sell position), make sure you're looking at a buy chart. If you still feel the stop-loss order should have been executed, please contact our customer service team.

How do I reset my password?

You can reset your password by selecting ‘Forgot password?’ on the login page. We'll then send instructions for changing your password to the email address you use to log in to your account.

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

If you have any queries relating to your trading account, please contact our customer service team so that we can look into the issue for you.

Why is ‘position increasing’ or ‘shorting’ not allowed on a particular instrument?

Sometimes you will be unable to buy or sell a product on the platform. There could be a number of reasons for this, but typically, it's when the regulator imposes restrictions or there's a lack of liquidity in the market. To list CFD shares on our platform, a number of parameters need to be met. This includes the requirement for each company to have a market capitalisation of at least $450m. If the parameters are not met, then we may not allow clients to buy/sell at that given time.

How can I change my email address?

To change the email address you've registered with us, please contact our customer service team. We may ask you to confirm some other personal details that we hold on our records, so that we can verify your identity.

Can I open a forex trading account?

You can trade on forex with us by opening an account and trading CFDs. Learn more about our account types.

Does the premium get refunded if I don’t use my GSLO?

If you remove a guaranteed stop-loss order (GSLO) from an open position, convert it to a regular or trailing stop-loss order, or close out the position yourself, we will credit your account with 100% of the GSLO premium charge. An additional GSLO premium is required to modify an existing GSLO.

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

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.

I can’t go short (sell) on a share, but I can go long (buy). Why does the platform say that shorting is not allowed?

Some shares have restrictions placed on them, so you can only buy the share and not sell it.

Why does the minimum distance on a guaranteed stop-loss order (GSLO) change?

Our Risk Management team determines the minimum distance for GSLOs on specific products, depending on market volatility and risk preference of that product on the day.

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

Remember to factor in any additional costs, such as overnight holding costs or the premium for guaranteed stop-loss orders.

Additionally, profits and losses on CFD trading accounts are calculated in the currency where the instrument is domiciled and then converted into your account currency.

Learn more about our trading costs.