Answers to questions on investing and trading

faqs
Answers to frequently asked questions
FAQ

Answers to questions of investors and traders

  • Why masters?

    • Why invest with you?

      We conduct an honest and open policy with our customers and openly talk about profit and loss of customers. Each online investor looks at the balance of his account and fully controls his funds and can withdraw his funds from the account at any time.

    • Why is it better for a trader to open an account through you?

      A trader, having opened an account through us, receives the same conditions as he would have opened an account without us, but filling out the form on our website, the trader becomes our client and receives additional bonuses:
      - If we notice any problems with clients in the broker - we will immediately inform all our traders to stop working with this broker and withdraw their funds.
      - Additional bonuses that we receive from the broker.
      - Access to our internal resources is closed groups , signals, market recommendations, stock analytics and much more.

    • Why is it better to study with you?

      Our teachers are our masters who have been successfully working for many years in the financial markets and only a really working profitable trader can teach you how to make money in the financial markets.

    • What is the minimum deposit for investing?

      The minimum investment deposit is $ 100.

    • What is the minimum deposit for trading?

      The minimum deposit for individual trading is $ 100.

    • If I don’t like something, when can I close my account and collect money?

      You can do this at any time convenient for you. When you request a withdrawal in your account, your money will be sent to the withdrawal on the same day and debited from your trading account.

    • Do you provide customer data to government agencies?

      Masters Trade does not disclose to anyone information about investors, customers, users who have real accounts with us and are registered on the company's Internet portals, as well as their email addresses and other personal data about customers. Together with the preservation and growth of capital, the most important value and priority in the course of our company is the protection of personal as well as financial information.

    • Are there any options for cooperation with Masters Trade?

      We are glad to know that you are exploring opportunities for cooperation with our company.

      Masters Trade is looking for new partners and is always interested in cooperation with fund managers, traders, managers or other individuals and legal entities in the trading industry in the financial markets. You can fill out a cooperation application on this page of our site.

      We are waiting for you in our team of Masters!

  • Account management

    • I uploaded my documents. Is my account verified?

      After uploading documents to your account, we will review and process them within two business days.

      Once the documents are processed, you will receive an email notification of the result.

      If approved, your account is considered fully verified. If this is not the case, you will receive what documents are still needed.

      You can always check the status of your account by contacting customer support.

      Be sure to upload all documents through your account to avoid delays. You can find information on how to download documents in the corresponding section of our frequently asked questions.

    • How to send your documents to verify the account?

      Verifying your account is quick and easy. All you have to do is upload your documents by logging into your account. After logging in, go to the "Download Documents" section.

      How to upload your documents:

      1. Log in to your account with your email address and password.

      2. Click the "Download Documents" button on the left side of the page.

      3. Select the appropriate type of document you are uploading.

      4. Click “Download” and wait for confirmation “Thank you.”

      Make sure that your documents are saved in the correct format and that your file name contains only letters or numbers, any other characters will be invalid.

      Documents are usually processed within 24 business hours (Saturday and Sunday are not business days).

      Please note: All documents must be valid, clear and full copies of the pages (all 4 corners are visible). We cannot accept documents hosted in cloud services.

    • What documents do I need to provide in order to open an account?

      To verify your account, you must provide the following documents:

      1. Proof of identity card - a color copy of a valid government-issued ID (for example, passport, ID card, driver’s license) containing the following information: name, photo and date of birth. (must match the information with which you registered your account).

      2. Confirmation of the address - a utility bill to verify the address (for example, electricity, water, gas, landline phone, waste disposal of the local government), containing the following information: name, address, date - not older than six months (must match those which you registered).

      We do not accept mobile phone bills or any verification letters.

      All documents must be legible, easy to view, and identified with all clearly visible angles.

      For deposits , please send documents for both parties, as well as the front and back, color copies of the credit card used, indicating: full name, expiration date, first 4 and last 4 digits of the credit card number and signed POA (Power of Attorney) Form.

      Please note: You can hide the CVV security code on the rear panel and the 8 middle digits on the front panel.

    • How can I close my account?

      We are sorry that you are leaving! You can close your account in a few simple steps.

      If you still have funds in your account, go to the "My account" section and follow the withdrawal procedure there.

      After you withdraw your funds, send an email to the manager of your account or to the customer support service with a request to close your account.

    • Can I change the base currency of my account?

      An existing account cannot be updated with a new currency base if it has already been created.

      If you want to use a different currency, just open a new account with the base currency of your choice. To do this, you need to log into an existing account on the AvaTrade website and click "Add Account."

      Verify that the Currency and Selected Platform fields match the new base currency of your choice.

    • Why can't I log in to my demo account?

      There may be several reasons why you cannot log into your demo account;

      Please confirm the registration information you entered is correct and try again.
      Demo accounts are available for 3 weeks, then they expire.
      If you are interested in renewing the demo account, contact support.

    • Can't I enter account management?

      If you receive an error message while trying to log in, check and confirm your login information (password is case sensitive).

      You can also contact customer support for help.

    • How do I send documents to a new account?

      For a new account, please upload your documents in your account. If you don’t have access to the scanner, you can also take a picture using your mobile phone and upload it.

    • What documents are required to open a corporate account?

      If you want to open a corporate account, provide the following documents:

      1. Certificate of registration
      2. Corporate Council Decision
      3. Memorandum and Articles of Association
      4. A copy of the director’s identity card issued by the government and a copy of the utility bill (no older than 3 months)
      5. If the trader does not coincide with the director of the company, add the Corporate Application Form (please contact support for the form)
      6. A copy of the government issued trader's identity card (front and back) and a copy of the recent utility bill to determine his or her place of residence
      7. Register of shareholders
      8. A copy of the identity card issued by the state of any shareholder who owns a 25% or more stake (front and back), as well as a copy of a recent utility bill to establish his or her place of residence

    • What documents do I need to provide to make a deposit from a credit card?

      The following documents are required to replenish a credit card:

      1. Proof of identity card - a color copy of a valid government-issued ID (for example, passport, ID card, driver’s license) containing the following information: name, photo and date of birth. (must match the ones with which you registered your account).


      2. Confirmation of the address - a utility bill to verify the address (for example, electricity, water, gas, landline phone, waste disposal of the local government), containing the following information: name, address, date - not older than six months (must match those that you registered) c).
      We do not accept bills for a mobile phone.
      All documents must be readable, easy to view and identified with all clearly visible angles.

  • Money and funds

    • What is the minimum amount I need to deposit to open an account?

      The minimum deposit amount depends on the base currency of your account *:

      Top-up by credit card, bank transfer or electronic wallet:

      Minimum account $ 100 or equivalent in another currency.

    • How do I make a deposit?

      We offer several ways to deposit money into your trading account: credit card, bank transfer, as well as several forms of electronic payments (not for customers from the EU and Australia).

      First of all, log in to your broker account, then go to the " Deposit "

      Deposit

      Click " Top-up " and select your preferred method.

      DEPooo3

       1. Please do not forget to select the specific trading account to which you want to make a deposit from the drop-down menu.
      2. Enter the amount you want to deposit and add the details of the payment method in the fields:

      DepoPage1

      Click on " Deposit ".

    • What are the available withdrawal methods?

      In accordance with the rules for combating money laundering, withdrawals can only be sent by the means by which you replenished your account. Please note that you must withdraw up to 200% of your deposit to your credit / debit card, and only then can you withdraw in another way on your behalf, as you indicated.

      For example: if you made a deposit of $ 1,000 with a credit card and made a profit of $ 1,200, the first $ 2,000 that you withdraw must return to the same credit card, before you can make a profit using another method, such as bank transfer and other electronic payments. payment methods (only for non-EU customers).

      If you made a deposit through third parties, you must withdraw 100% of the deposit amount with the first payment method.

    • How long does it take to withdraw funds?

      Withdrawals are usually processed and sent within 1 business day.

      After confirming and processing the withdrawal of funds, it may take several additional days to receive the payment:

      For credit / debit cards - up to 5 business days

      For e-wallets - 24 hours

      For electronic transfers - up to 10 business days (depending on your district and bank)

      Please note: Saturday and Sunday do not count as business days.

    • What are the methods and time to replenish the account?

      There are several ways to fund your account, and the processing time is different.
      Before proceeding and replenishing your account, please make sure that the verification process of your account has been completed and that all documents uploaded by you have been approved.

      If you use a regular credit / debit card, payment must be credited instantly *. If there is a delay, please contact support.

      Electronic payments (i.e. Moneybookers (Skrill), Webmoney, Neteller) will be credited within 24 hours, bank transfer deposits may take up to 10 business days, depending on your bank and country (be sure to send us a copy of the quick code or receipt for tracking).

      * If this is your first credit card deposit, it may take up to 1 business day to deposit funds to your account due to a security check.

    • What should I do if the credit card I used for the deposit has expired?

      If your credit card has expired since your last deposit, just log in to your account and when you are ready to make the next deposit, click “Deposit” (green button), enter your credit card details (as if you added a new credit card). ) and click on the deposit (green button)

      If you have any problems, you can always contact support.

    • I made a deposit. Where is my bonus?

      Please note that as soon as your account is fully confirmed, your bonus will be automatically added to your account immediately after 1 transaction.

    • How can I cancel a deposit?

      To cancel a deposit, just write to us with a request to the support service.

      If you did not trade funds, the deposit will be canceled within 24 hours.

  • Trading platform

    • How to install the MetaTrader platform?

      The broker offers CFDs for CFD trading on MetaTrader , the most popular trading platform in the world.

      MT can be downloaded for free on our MetaTrader page on the Trading Platforms »

      DownloadMT

      Please note : for MT to download and install correctly, you will have to shut down any Anti-Virus and Firewall software before completing the installation.

      To start MT, you may have to allow exceptions for MetaTrader , since it needs to establish a remote connection to trading servers.

      To install MT, follow these steps:

      1. Download the executable file AvaFX.exe & nbsp;
      2. Open the file that is automatically saved in the Download folder

      exeDWNLDmt

      3. Run the Setup Wizard.

      wizard

      If the wizard does not start, right-click the AvaFX.exe icon and select " Run as administrator »

      run as admin

      4. Confirm to start the installation process by clicking the " Next "

      NextMT

      5, Wait for the Done button to become available.

      Finish mt

      6. Launch your MetaTrader Platform

      mtnextstep

       

    • How do I access my MetaTrader account?

      Accessing your account with AvaMetatrader is very easy.

      After starting your AvaMetaTrader, you need to follow these steps:

      1. Click File Sign in to your trading account

      Login to Account

      2. An authorization window will open where you will need to enter the number of your account (which you can find on the page " My account "), password (the same one that you use for login to the website) and the server where your account is located (can also be found on the " My Account " page for each trading account).

      Authorization

      3. When the platform establishes a connection with the Server, in the lower right corner of the platform you can see the status of the connection, indicating the speed of data upload / download.

       connectDU 

    • Where is the Navigator in the MetaTrader platform?

      The Navigator tab can be displayed in three different ways:

      Press the CTRL + N keys on the keyboard at the same time: Navigator

      Select View - Navigator

      Show Navigator

       In addition, you can also click directly on the navigator button on the standard toolbar.

      Navigator Button

    • How are templates applied to MT charts?

      The template allows you to save chart settings, create your own chart types with colors and chart properties, as well as save pictures and chart indicators. After saving the template, you can apply it to almost any chart or tool.

      You can create your own template or download existing ones.

      To apply an existing template, download the custom template and do the following:

      Download a custom template, then click and drag it into the template folder on your MetaTrader platform.

      1. Open MetaTrader and select: File - Open Data Folder -  "Templates"

      TData1
      2. Now drag the template to this place.

      templatesFold
      At this point, your MetaTrader may need to restart.
      After restarting the MetaTrader, right-click on the chart.
      2. Select " Templates ", and then click on the desired template.
      ldtmplt
      If you want to create your own templates, you can easily do this by following these steps:

      1. Open any chart and make the necessary changes, such as chart type, colors and any indicator that you may need.
      2. Please note that drawings may not display correctly if you apply the template to another tool table.
      3. Right-click on the chart, then Template , then select Save Template »

      savetmplt
      4. This will open a popup asking you to name the template.

      tmpltsaveFold
      5. Once you name and save the template, it will be ready for use, and you can apply it to any schedule.


      Templates can be viewed, saved, loaded and deleted by selecting & nbsp; Charts - Templates 

      chrtsrmv TMPLT

      using the Templates button on the toolbar:

      rmv tmplt
      or just by right-clicking anywhere in the chart:

      remove tmplt

    • How to see Marketwatch?

      To visualize the market overview on your MetaTrader and customize it according to your needs, follow these step-by-step instructions.

      1. Open AvaMetaTrader and select below:
      Click View -  Market Watch or simultaneously press on the keyboard: Ctrl + M ;

      MW show
      To expand your market overview:

      Right-click on the Market Watch panel - " Show all"

      MW expand

      3. To add specific tools (symbols):

      Right-click on the Market Watch "-  Symbols (or press simultaneously on the keyboard Ctrl + U )

      MW add
      The symbol window will appear, select the plus signs to the left of the groups to expand the view and open the symbols

      MW symbols

      Select the character you want and click the Show button in the upper right corner.

      MW Show Symbol
      As soon as you click “Show”, the selected instruments will appear in the “Market Watch” window.

      MW shown

    • How to change the colors of graphs?

      To change the color of the chart, you can follow these simple steps:

      1. Open any chart;
      2. Select Charts - "Properties"

      Properties
      3. Select the colors that you prefer for the graph of a particular instrument.

      Colors

    • How to apply trading indicators on my MT platform?

      To apply trading indicators to your M4 platform (MetaTrader), log in to your AvaMetaTrader (application or Webtrader) and follow these steps:

      1. Launch your Metatrader:
      2. Select File - "Open data folder»

      TI1
      3. Select “MQL4” -  Indicators. To add a custom indicator, drag the pre-installed custom indicator into this folder.

      vv

      1. Restart your MetaTrader; Or update the indicators folder:
      To display the navigator, type “ CTRL + N ” or select “View” -  "Navigator »

      Show Navigator

      Right-click and select " Indicators " in the navigator window - select Update ».

      TI3 to edit

      Choose Paste - Indicators - Custom

      TI apply

      Select the indicator you want

      TI done

    • How can I upgrade to the latest version of MetaTrader?

      Starting March 1, 2019, the minimum build version for MetaTrader that will be supported:

      For the desktop, builds below 1118 will no longer be supported.
      For Android, builds below 1104 will no longer be supported.
      To view the latest build to which your system is updated, follow these simple steps:

      Desktop Terminal Instructions:

      Open MetaTrader and select below:
      Select Help -  then "About" :

      Click help 1

      Click about 2

      Build version must be greater than 1118:

      View version 3

      If the version is smaller than required, please find out here how to install the updated AvaMetaTrader.
      Instructions for Android applications:

      1. Open the MetaTrader app.
      2. Go to " Account Management " in the upper left corner:

      android app 1
      3. Select “About” at the bottom of the list: build version must be greater than 1104.

      android app 2

    • How do I change the language on my MT platform?

      To change the language on your MT4 platform, just click View -  "Languages" and select the desired language.
      Then restart the terminal for the changes to take effect.

    • How can I save changes to my MT platform?

      To save your profile, click Profiles and then Save As ...»

    • How to install Stop Loss and Take Profit on MetaTrader4?

      MetaTrader allows you to set the boundaries for your transactions at any time, both in profit and loss.

      When you open a deal, either pending or by market.

      open trade

      When you change the current transaction, simply click on the correspondence of the S / L T / P transaction on the Terminal:

      terminal

      The “Change Order" window will open.
      Note: the Change order button will not be available until the minimum difference between the stop price and the current market price is selected at the price.

      modify less min pips

       

      To find out the minimum pips for the stop level of each instrument, you can right-click on the instrument in the market overview and select " Specification »

      specification

      stop levels

      Once you have selected a price that is greater than the current market price than the minimum difference, the Change order button will be activated.

      modify ok

  • Customer service

    • How do I write a complaint?

      Masters Trade is committed to providing our customers with unrivaled trading experience, ensuring that all customers are treated fairly.

      If you are not satisfied with the service provided to you, you can contact support.

      Our support representatives will be happy to help you and will try to resolve the problem as soon as possible.

      If you believe that your dispute has not been resolved to your satisfaction and you want to file a formal complaint, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.

      Please provide as much information as possible regarding your dispute, including your full name and account number. We will make sure that your application is carefully examined and that you get a fair result.

    • How can I contact a broker?

      The broker provides specialized customer support in more than 14 languages. Please feel free to write, call or contact us via Live Chat on our website .

      You can find complete phone and email information for your country here .

    • How can an investor get support?

      Please feel free to contact investor support service if you cannot find the answer. 

      Please note that we regularly update our FAQ section, so if you did not find the answer earlier, it may have been added.

    • How can a trader get support?

      Please feel free to contact the trader support service if you cannot find the answer.

      Please note that we regularly update our FAQ section, so if you did not find the answer earlier, it may have been added.

    • What time zone do the servers work in?

      Our servers are based on GMT or UTC time.

      This can be seen on the charts in the Meta Trader platform:

      trade time

    • What are the hours of customer support?

      Investor Support is open 24 hours a day, 7 days a week.

      Trader Support is open around the clock from Sunday evening to Saturday morning.

      We have service representatives who are native in additional languages ​​(Spanish, French, Italian, Arabic, Russian, Portuguese and German), who work by telephone from 11:00 to 19:00 GMT.

      We are available via chat, phone and email.

  • Trade Reports

    • Where can I see the trading history?

      You can view your account history in one of the following ways:

      1. Access your trading history through the reporting function, which is available directly from MetaTrader. Make sure that the “Terminal” window is open (if this is not the case, go to the “View” tab and click “Terminal”).

      Go to the "Account History" in the Terminal (bottom tab bar).

      Right click anywhere - select Save As Report -  Click "Save."

      An account statement will open, which will open in your browser in a new tab.

      If you right-click on the browser page and select "Print", you will have the opportunity to save the file in PDF format.

      You can save or print it directly from your browser.

      Additional information about reports can be found in the section “Client Terminal - User's Guide” in the Help window on the platform.

      2.Another way to view your trading history is to log in to your account on the AvaTrade website after logging in to your account using your credentials (email address and password):

      Click on the "Bank Statement" link located under each of your accounts.

      Select the account for which you want to receive a statement.

      Select the start and end dates of the period you are interested in (note that the start and end dates must be business days, i.e., Monday through Friday).

      Create a statement from your account. You can save or print it directly from the browser.

    • Where can I find my story when trading options?

      You can view your options trading history in one of the following ways:

      To access your account statement from the website:

      Login to your "My Account" with your credentials (email address and password).

      Click on the “Bank Statement" link located under each of your account details.

      Select the account for which you want to receive a statement.

      Select the start and end dates of the period you are interested in (note that the start and end dates must be business days, i.e., Monday through Friday).

      Create a statement from your account

      You can save or print it directly from your browser.

      To access the statement from your account in the Options platform, do the following:
      Go to the “Reports” in the top panel of the window - select “Reports”;
      the terminal at the bottom of the page will show you options for reports where you can select the “Bank statement” type, as well as other specific reports;
      Choose the date range you are interested in;
      Select Current (Current) or Closed (Completed) [Transactions or Transactions] and click the “Update” button;
      After downloading the report, you can view and print it on paper or in PDF format using the special buttons on the terminal panel, by right-clicking the report and exporting it to Excel.

  • Bonuses and fees

    • I made a deposit. Where is my bonus?

      Please note that as soon as your account is fully confirmed, your bonus will be automatically added to your account.

    • What are the terms and conditions of the first deposit bonus?

      Our terms and conditions of the first deposit bonus, if applicable even if it is issued:
      The bonus will be credited only to the relevant customers on the specified days of the promotion (as published on our website).
      Please confirm the minimum deposit amount suitable for the first deposit bonus (in the base currency of your account).

    • What is an administrative fee?

      After 12 months of continuous non-use ("Annual Inactivity Period"), the administration fee is deducted * from the value of the client’s trading account.

      This fee is described below and depends on the client’s respective currency base account: it is intended to compensate for the costs incurred in providing the service, even if it may not be used.

      Administration fee: $ 100

      * Unless prohibited by law.

      ** Applicable fees may change periodically.

    • What is inaction fees?

      After 3 consecutive months of non-use (the "Inactivity Period") and each subsequent inactivity period, the inaction fee will be deducted * from the value of the client’s trading account.

      This fee is described below and is subject to the appropriate currency of the customer’s main account:

      Inaction fee **:
      USD account: $ 50
      EUR account: € 50
      GBP account: £ 50

      * Unless prohibited by law.

      ** Applicable fees may change periodically.

    • Friend Bonus

      Get rewards of up to $ 400 for each friend

      Tell your friends about all the benefits of trading with us.
      Make sure they give us your full name and trading account number when registering. They can do this with their customer service manager.
      As soon as your friend makes the first deposit to a verified account, you will receive a referral bonus.
      Check the table below to see how much you could earn:

      Deposit amount      Your bonus
      250 - 499                75
      500 - 1,999             150
      2000 - 9999            250
      10000 +                  400


      Bonus terms and conditions from a friend:

      The referral bonus will be credited to your trading account after checking your friend’s account.
      The referral bonus is available only for new accounts. The bonus will be credited to your live trading account as soon as both accounts are credited and verified.
      We reserve the right to change, supplement or terminate this program at any time.
      Customers from the following countries are not entitled to participation in this promotion: France, Bangladesh, China, Hong Kong, Indonesia, Iran, Macau, Malaysia, Mongolia, Pakistan, Taiwan, Thailand, Vietnam and retail customers from EU countries.
      The bonus will be credited to your account after checking all identification documents.
      To withdraw your bonus, the following conditions apply:
      (-) MT - the minimum trading volume of 0.10 lots for each bonus is $ 1. USA within 6 months
      (-) If you do not fulfill the trading requirements within this period of time, your bonus will be canceled and removed from your account.
      (-) Not valid in conjunction with affiliate commissions

      .

    • Do you offer bonuses?

      From time to time we issue welcome bonuses designed for new customers.

      If you already have a savings account, contact your account manager to check your eligibility for the bonus.
      You can also write to customer support for more information.

      All bonuses are subject to certain conditions. Please refer to the link above for more information on bonus conditions.

    • When will I receive the welcome bonus?

      To receive a bonus, your account must be replenished and fully verified. For information on which documents are required to verify your account, click here .

      For more information, please see our Bonus Terms page.

      Please note: you need to complete the required trading volume within 6 months from the moment of deposit in order to be eligible to withdraw the bonus, in addition, if the trading volume is not reached within 6 months, the bonus will be canceled.

    • What is the minimum volume of trade necessary for me to withdraw my bonus?

      To withdraw your bonus, you must complete the minimum trading volume in the base currency on the account 10,000 for each bonus in the amount of 1 US dollar for six months.

      The bonus will be paid upon receipt of supporting documents.
      The deposit level required to receive the bonus is indicated in the base currency of your AvaTrade account.
      Please note: if you do not exchange the required amount within the specified time period, Your bonus will be canceled and removed from your trading account.

  • General issues

Bonus

20%

from Masters

For deposits from 1000 $

Signals

autochartistlogo

for Traders

For all our customers

Answers on Questions

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