Customer Support Service

FAQ

How to open a demo (practice) account?

Demo accounts are free of charge and have no date of expiry. However, if a demo account stays inactive for over 14 days it will be deleted. A demo account can be registered in one of the following ways:

1. As you set up and launch MetaTrader 4 or MetaTrader 5. The demo account registration form appears during the initial launch of the trading platform. After registration is completed, the demo account details will be displayed on the screen. You will also receive a message with the account logins by internal mail in the trading terminal. The message can be viewed in the “Mailbox” tab of the “Terminal” panel.

2. In MetaTrader 4 and MetaTrader 5 at any time. The demo account registration form can be opened by the commands “File” – “Open an Account,” or by clicking the right mouse button on “Accounts” in the “Navigator” panel and selecting “Open an Account” in the menu.

3. МТ4 and МТ5 demo accounts can also be registered in the Trader’s Office of a live account – click “Open MT4 Demo Account” or “Open MetaTrader 5 Demo Account” respectively there.

I forgot the password for my demo account. What should I do?

After demo account registration, the MetaTrader logins are sent by internal mail in the trading terminal. Please check if the registration letter is still in the mailbox (the “Mailbox” tab in the “Terminal” panel). If the password isn’t there anymore and you can’t remember it, you can simply open a new demo account. Demo account passwords cannot be recovered.

Are documents required for account registration?

No documents are required for account registration. Nonetheless, in some cases, account verification may be necessary, for which scan copies of 2 documents are provided – a photo ID and a proof of residence as entered in the trading account registration form.

How do I log in to the Trader’s Office?

The Trader’s Office is located at https://account.nordfxvn-en.com, or you can use “Log In” in the top right corner of the company website. To access the Trader’s Office, enter the login (account number) and the trader’s password.

Why am I unable to log in to the Trader’s Office?

Make sure you use the correct trader’s password when logging in (copy and paste the password from the registration email rather than enter it manually).

Try clearing your browser cache and log in again, minding the correctness of the password. Use the button combination Ctrl+Shift+Del to clear the browser cache.

If the account is inactive for over 90 days, it gets archived. Then you can’t log in to the Trader’s Office or the trading terminal. During an attempt to access the Trader’s Office, a message will pop up that the account has been archived and a button will appear to submit an account activation request.

Where can I see my account information?

The “Personal Settings” section of the Trader’s Office contains your personal data and the main account parameters (balance, account type, selected credit leverage). There you can choose what balance to transfer funds to – in the Trader’s Office or in MT4. Otherwise, funds are automatically credited to the MT4 balance.

For additional security, you can enter a list of IP addresses from which the Trader’s Office can be accessed. Use a delimiter to enter IP addresses – a comma, a space or a new line.

How can I make a deposit?

The trading account can be funded via bank transfer, VISA and MasterCard, online payment systems (e.g. Skrill, NETELLER, PayWeb, Payza and others) or an online exchange service. To make a deposit, log in to the Trader’s Office, go to “Financial Operations” – “Funds Depоsit,” choose a suitable payment system and submit a request.

Note that if you use a bank card to make a deposit, your bank card and trading account have to be verified first. Account verification is done in the “Upload Documents” section and card verification – in the “VISA and MasterCard Verification” section of the Trader’s Office.

The NordFX AML Policy can be viewed at: https://nordfx.com/aml-policy.html

I made a deposit but the funds weren’t credited to my account balance. What should I do?

If you made a deposit but it never showed up on the trading terminal balance, log in to the Trader’s Office and leave a notification with the transfer details in the “Lost Transfer Notification” section there. After that, the money will be credited to your account balance within one business day. If this doesn’t happen after one business day, send an email to the Finance Department at: finance@nordfx.com for clarification.

How long are withdrawal requests processed?

All withdrawal requests are processed daily from 9:00 to 18:00 CET. Withdrawals aren’t carried out on weekends and holidays. If a withdrawal request is submitted after 18:00, it’ll be transferred to the next business day.

In case of online payment systems, funds are credited to your account right after the withdrawal request has been handled. Transfers to VISA and MasterCard bank cards take 5-6 business days, and a bank transfer takes 3-5 business days on average.

Spoorstraat 17P, Amersfoort, 3811MN, Netherlands