FAQs

As part of our Enhanced Verification process we are required to apply Enhanced Due Diligence (“EDD”) on our clients. This enables us to meet our regulatory requirements and enforce a trading environment that is in line with the latest standards in European Economic Area (EEA) or equivalent countries. By performing EDD we are able to conduct advanced integrity and background screening for enhanced transparency. The driving factor behind our EDD implementation are the rules powered by the 4th EU AML Directive, putting extra emphasis on aspects such as the Ultimate Beneficial Ownership (UBO) and EDDr.

This information is required and collected by us in order to build your profile and ensure we have sufficient information regarding source of funds This information will not be shared with any third parties.

The information we collect from you helps us fulfil our obligations under Anti-Money Laundering laws and regulatory reporting requirements. These details are provided by you through the registration stage and each time you register a new payment method with us or in any way refresh or update your information.

We store your personal data for as long as necessary and in relation with the following periods:
– 5 years from the date of termination of your customer account.
– Any retention period required by law.
– Any need to store records beyond the above periods in order to handle potential audits, tax matters or for the establishment, exercise or defense of legal claims.

We can provide you with supporting documentation if requested, but do not directly deal with reporting of your taxes. You may contact your local Tax authorities for more information on their procedures.

The main authorized person of your company can create a registration through the normal process, while completing personal details and questionnaire based on his data. After the registration is complete, please reach out to us via support@markets.com so that we can provide you with document requirements.

Finalto (BVI) Limited regulated by the FSC under license number SIBA/L/14/1067 which is located at Ritter House, Wickhams Cay II, Road Town, Tortola, VG1110, British Virgin Islands

Finalto (BVI) Limited is the entity in which collects your data. For any further information or to report a suspicious complaint, please contact customersupport@markets.com or privacy@markets.com immediately.
 

“Withholding Tax” is a tax deducted from earnings or from payable funds and is paid directly to the government by the payer of this income.

As such, the tax amount is “withheld” by the company from funds payable to the recipient (dividend).

For more information, please refer to our Terms and Conditions.

Where your trading account has remained inactive for more than 3 months (90 days), we apply an inactivity fee of USD 10 per month, so as to meet the operational, administrative and compliance costs of maintaining your account. It is noted that in case you have multiple trading accounts under one username then inactivity fees will be charged once all your trading platforms are inactive. Please refer to the Terms and Conditions as to the criteria of inactivity.

Once your account is fully verified, you will not be able to change your personal account details independently. If you need to update your account details, contact our support team via Livechat or support@markets.com and provide relevant information.

In order to fulfil our business relationship with you, we must collect this data to satisfy both legal and regulatory requirements. As a financial institution operating under strict regulations, we are bound to collect this information from you to operate in accordance with law.

The processing of your data is conducted on the information you provide us as well as external sources which is publicly available (e.g. the press, registers of companies, online websites, social media platforms etc.) and anti-fraud databases, sanctions lists.

The purposes of which we process your personal data is further explained below: 
– To fulfil the performance of a contract 
At the beginning of our business relationship with you, we are obliged to collect relevant information to satisfy the requirements of making a contract valid. For more information, please review our Privacy Policy. 
– To comply with legal obligations 
As a financial services investment firm, we are subject to a number of legal implications that require us to collect, store and disclose or otherwise process personal data in the form of KYC checks, anti-money laundering purposes or to respond to investigations conducted by regulators, police, tax or other public authorities. 
– Legitimate interests 
We rely on our legitimate interests when we process your personal data in connection with the operation of our business. This includes business analysis and development of products and services, Information Technology security, telephone recordings and monitoring of electronic communications for business and compliance purposes, prevention of financial crime, audits and establishing legal claims. 
– On the basis of your consent 
In order to process your data, we are required to obtain your consent at the beginning of the business relationship. You can withdraw your consent to any types of marketing communications you receive from us in the form of calls, texts, pushes and calls. However, if you withdraw your consent to our Terms and Conditions and Privacy Policy, we will have to discontinue providing our services to you. Please note, that you are able to withdraw your consent at any time by contacting Customer Support or privacy@markets.com.

You can submit your request via email to support@markets.com. After received, each request is subject to a throughout review which can take up to 10 days to be conducted. Within this period, you will be further contacted with more information concerning your case.

In the event that you have financial history with us, your data must be stored on our system for at least 5 years since the date of your last transaction.

The personal data of clients are processed in accordance with our privacy policy which may be found on our website. the data is stored in our client management systems and retained in accordance with our retention policy.

All relevant information can be found in our privacy policy.
 

You can only hold a Joint Account with a spouse or a first-degree family relative (mother, father, brother, sister). You and your relative must both own a verified own registration, after which you will need to contact us and fill in our Joint Account application form.

The currencies for which we offer account creation are EUR, AUD, DKK GBP, NOK, PLN, SEK, USD, ZAR.

The choice of currencies for our MT4/5 platform consists of EUR, GBP, USD, AUD, CAD, JPY, PLN.

Note: if your deposit is executed in a different currency than the above, there may be conversion fees applied.

Yes, any trading account held with our company into which the client has not placed a trade; opened or closed positions; and/or made a deposit into the account for a period of 90 days or more, is classified as an Inactive Account.

Such accounts are subject to a monthly charge of 10 USD, relating to their maintenance, administration and compliance manegment of such Inactive accounts. If there is no available balance in your registration, no fee will be deducted.

If the Demo Account has no new positions for a period of 90 days, it will be set to inactive and any existing open positions will be liquidated.

Both Demo and Real accounts function under real-time market conditions. A Demo account operates with virtual funds for purposes of practice, unlike a Real account that allows you to trade with real funds where you should consider the risks related to the potential loss of some or all of your invested capital.

In most cases, your account with us will be disabled because of expired documentation or missing information. Please reach out to our support team at support@markets.com or via LiveChat for more information.

To file a Complaint, click here.

You can reset your password when you go to the top right ‘Login’ menu on our website and then click on ‘Forgot password’

Enter your registered email address to which you will receive a link to set up a new password.

Yes, you can trade on the go by downloading the markets.com mobile app from your device’s app store. Or, alternatively, you can access the web app through your mobile’s browser. 

You can extract your statement by heading to the Menu in the top right corner of your markets.com platform. 
From the drop-down options, select ‘Reports’ and proceed to ‘Account Statement’. You will have the option to choose for which period you would like your transactions displayed.
 

According to legal and regulatory obligations, Finalto BVI Investments is required to verify your identity and residential address. For this purpose, Photo ID and proof of residence may be required.

In opening an account with us, traders agree to comply with all applicable money laundering and counter terrorism financing laws and regulations, including, but not limited to, the requirement to provide satisfactory evidence of identity, residential address, source of funds, etc. Our company will not establish a business relationship with an individual unless and until the client’s identity and residential address have been successfully verified, and/or all necessary documents have been received and verified. This is to protect both the client and us from fraud, as well as guard client privacy, and is therefore part of our standard due diligence process. We reserve the right to impose additional due diligence requirements upon requirement.

Yes, in accordance with applicable US legislation, when you trade CFDs on US Instruments. markets.com will deduct a default withholding tax of 30% on dividends payable on US instruments. The Company will be withholding the default 30% tax unless the Company is provided with a valid W8 or W9 form as applicable. For more information, please refer to our Terms and Conditions.

To submit your documents click on the Menu located in the top right corner of markets.com platform and select the Verification Centre tab.

You can also upload documents using the markets.com mobile app.

Your markets.com account number can be located at the top right menu of our WebTrader. Your account number starts with ‘mk’.

Yes, to do so you need to go to the top right menu of markets.com platform and navigate to ‘My Accounts’ tab. From the pop up window, select the ‘Funds transfer’ button and instruct your request as desired.

To switch accounts click on the Menu located at the top right corner of markets.com platform and select the last option from the drop down ‘Switch to Demo/or Real’.

If on the mobile app:
Click on the three lined menu at the top right corner of your screen and then click on the Switch to Demo/Switch to Real tab.

Your account balance and other financial information are located at the top right corner of markets.com platform (usually toggled through the ‘$’ icon). For financial details of your MT4/5 account, go to the top right corner menu and click on “My accounts”.

Bear in mind that the Account Balance shown does not reflect profit/loss of open positions.

TradingView is accessible across various devices, including desktops, mobile phones, and tablets.

Registering with TradingView is free! markets.com may have some fees and costs apply. Further details can be found here.