FAQ’s

Frequently Asked Questions

Our awesome support agents are on call for you virtually around the clock, so you’re never more than a mouse-click away from enjoying the EuropeFX experience to the fullest.As a way of introducing what EuropeFX is all about, we’ve put together a collection of our most frequently asked questions. Feel free to browse our FAQ’s below and remember: anything you can’t find an answer to, our support agents are always there to help you out.

Getting Started - Support Department

You need to provide us with a valid non expired copy of your passport (ID card or driving license) A recent utility bill or bank statement (dated < 3 months)
We need these documents to verify that the information you provide is valid, since we are a financial institution, we are required to run an AML and Antiterrorism funding of our clients.

After uploading your documents, we need up to 24 hours to verify your information, usually your account is active 30 minutes after we have received all documents during office hours.

You can start trading with our web-based traders EUROTRADER WEB and MT4 WEBTRADER. However, you can choose to download the MT4 application if you wish to have more options.

Yes, you can provide us with a copy of your ID card, however it is preferred to upload your passport.

You can request a statement from your bank or from your local city hall.

You can contact Customer Support Department for any questions you may have. For more information please click here

The only documents that are required after, are proof of payments if made by bank wire or a copy of a new credit card used, and the declaration of deposit sent to you digitally after every deposit.
You can update your personal information by contacting our support team since we would need new documentation proving these alterations.
The login details are sent to you via email upon registration.

You can reset your password in the following simple steps:
1. Go to login page
2. Enter your email
3. Click on the forgot password ‘button’
4. Open the email link that has been sent to you
5. Click on the Reset ‘button’
6.Type in the new password
Please make sure that you keep your password in a safe place and do not disclose it to any third parties.

You can change your password in 3 simple steps:
1. Simply log into the client area
2. Click on the password ‘button’
3. Enter the current password, followed by the new password

Simply click the UNSUBSCRIBE button at the bottom of all our emails.
The questionnaire will give us an understanding of your experience in the financial markets and your knowledge of the risks involved.

You will be unable to retake the questionnaire, please make sure that the information added are accurate.

We are not accepting clients from the USA.

You must be 18 years or above to open an account with us.

You can contact Customer Support Department for any questions you may have. For more information please click here

General - Regulations

Our company office is situated in: Suite 21 Level 1, 23-29 Hunter Street, Hornsby NSW 2077 Australia
EuropeFX is owned and operated by Maxiflex LTD. Maxi EFX Global AU Pty Ltd ACN 625 283 785 (“EuropeFX”) is a Corporate Authorized Representative (#001264315) of Union Standard International Group Pty Ltd ACN 117658349, which holds an Australian Financial Services License #302792
Maxi EFX Global AU is a regulated broker that holds a market maker license.

The term AML (anti-money laundering) specifically refers to all policies and legislation that force financial institutions to proactively monitor their clients in order to prevent money laundering and corruption. These laws also require both that financial institutions report any financial crimes they find and that they do everything possible to stop them. Due to these measures, we cannot alter or make any changes/amendments when it comes to your funds.
All deposits must ALWAYS go back to the original source they came from.
Any 3rd party deposits made; we kindly ask that you contact us prior to making such deposits for us to provide you with options.

Trading Accounts

General Information
In your client area on the dashboard there is a button NEW under the LIVE & DEMO accounts.

As soon as your documents have been approved and your account has been opened, you can start trading.

You can open the account directly from the client portal area. The demo account expires 30 days from the day of registration.

You can open an account in AUD/USD.

No, you cannot change the base currency of your account, however you can open a new account at any time with the new base currency of your choice.

No, you cannot lose more than the amount you deposited due to negative balance protection.

All our clients’ funds are kept in segregated European accounts. Meaning that the clients funds are kept separate from the company’s funds.

Accordion ConteThere are several ways to monitor your trading account(s).
– MT4 (the trading application)
– WEBTRADER
– MT4 iOS & Android
– Dashboard on the client area

We have an education center with trading eBooks, webinars, video courses and market analysis available to all our clients, for more information please click here

– Please make sure you are using the correct username and/or password.
– Please make sure you have selected the correct trading server.

Trading hours varies based on symbols, for more information please click here

We offer floating spreads.

Leverage is the multiplication of your balance. The maximum leverage offered to our clients is 1:200, for more information regarding the leverage please contact your account manager.

To close your account, you can simply send a written confirmation via email and we will proceed with your request as soon as possible.

We will only proceed with the closure of the account once the client has informed us.

If the client did not trade or conducted any trading during three calendar months, then the account status will be “inactive” and the Company has the right to charge a fixed payment of 50(AUD/USD) per month. After that will be charged every month. You can find full information on our Term and Conditions

We NEVER close your positions, this is up to you, you can close them manually or by placing a stop loss or take profit.

You contact your dedicated account manager and schedule a session with your analyst/ education specialist.

The rates represented come from our Liquidity providers.

Absolutely NOT, our screen sharing software used (ConnectWise) has view only permissions.

Trading Tools – Calculations

Margin is the required amount in the base currency of the trading account needed to open or maintain a position.
Margin calculation for forex = Number of Lots *Contract size/Leverage
Margin calculation for CFDs = Number of Lots *Contract size*Opening Price/Leverage
Margin level calculation = Equity/Margin * 100%.
Free margin are the available funds that you use for opening new positions, or for maintaining existing positions.
Free margin calculation = Equity – Margin

*The Contract size on every CFD differs. You can find full information on our Contract Specification

Stop loss is an order for closing a previously opened position at a price less profitable for the client than the market price. Stop loss is a limit point that you set to your order. Once this limit point is reached, your order will be closed.
You can activate it either while opening the position (new order->stop loss) or after the position is opened by the option modify order.

Take profit is an order to close a previously opened position at a price more profitable for the client than the market price. When the take profit is reached, the order will be closed.
You can activate it either while opening the position (new order->take profit) or after the position is opened by the option modify order.

Slippage hardly ever occurs if you trade with us. However, especially when important economic news is released, due to a sharp rise/fall in the market price, your order may be filled at a different rate than you requested.

If a trade is kept open overnight, then there is a swap/rollover fee/income calculated on that
position. From Wednesday to Thursday swap is charged at triple rate.

Swap calculation = (Contract Size*Lot Size*Market price*Swap rate/360)/100
*The Contract size on every CFD differs. You can find full information on our Contract and Specifications

Profit calculation = (Close Price-Open Price) *Lots*Contract Size

*The Contract size on every CFD differs. You can find full information on our Contract and Specifications

Deposits/Withdrawals

Deposits
The minimum deposit is A$500 / $500.

There are multiple ways to deposit: Poli, BPAY, Credit/Debit Card and Bank Wire. For more information please click here

Depending on the method of deposit, POLi, BPAY and Credit/Debit Card are usually done straight away or in the same business day, Bank Wire can take 24 – 48 hours.

    Is it extremely important that we receive all relevant information once a deposit is made as required by AML/CTF procedure.
  • If you deposited using POLI, we will need a proof of POLI receipt
  • If you deposited using BPAY, we will need a BPAY receipt or bank statement.
  • If you deposited using a bank wire, we require that you send us the proof of receipt which shows the date the deposit was made and the amount.
  • If you deposited using a credit/debit card – we will require a copy of the credit card used (Please note that we only require the last 4 digits and the CVV numbers be covered).

All deposits made during the weekend/bank holidays will be processed according to the standard processing times for each payment method.

You can, however there will be extra documentation required as per AML/CTF checks.

EuropeFX only accepts Joint Account only between husband/wife.

No, 3rd party transactions are prohibited.

There can be multiple reasons, this is a case by case base and will be handled with the utmost security. For further information, please contact support by email at support@europefx.com.au

EuropeFX will not charge any processing fees for account deposits.

Withdrawals

The minimum amount to withdraw is A$100 / $100, the maximum is the available equity you have on your account

Please click here for an explanatory information regarding the withdrawal charges and where they apply.

YES! You can place a withdrawal request whenever you want. Please bear in mind that should you have any open trading positions, this might affect your withdrawal.

The withdrawal request needs 24 hours to be processed from our side, then depending on the method of deposit, we refund the exact same way as your deposit, credit card transactions usually take up to 48 hours, bank wires can take up to 10 business days.

No, 3rd party transactions are prohibited due to AML guidelines.

YES, there is a transfer button on your dashboard.

NO, if you deposited via credit card , we will always refund your credit card, should there be any profits made however, these will be sent via bank wire and therefore we ask that you always update your bank information on the client portal area.

On the Withdrawal part of the client area, you can click on cancel next to the request if it hasn’t been processed yet.

There are multiple reasons this can happen, either there are insufficient funds due to open positions, or incorrect bank information, in any case we will always contact our clients and inform them accordingly.

Trading Platforms

MT4 Terminal (Windows, Mac, mobile – Android & iOS)
WebMetatrader
EuroTrader
For more information please click here here

1. Open the MetaTrader 4 Terminal and go to File/Login.
2. In the “Login” field enter the login ID, which you were given when you opened the Live MT4 account.
3. In the “Password” field enter your password.
4. From the “Server” dropdown choose EuropeFX Live
5. Then press “Login”
6. if you do not have the server EuropeFX Live:
7. go to file, open an account, in add server field type EuropeFX Live (caps sensitive) press scan
8. select the new found server EuropeFX Live
9. click next
10. log in to existing account
11. enter user/password
12. log in

Not necessarily, you can trade using our MT4 Web Trader which is a Web trading platform and can be accessed by logging in to your trading account via our website. For more information please click here

The Web Trader platform is compatible with all modern browsers.
Please keep in mind if you are using a version prior to Windows 7 to update your JAVA and FLASH for full compatibility.

The web platform uses real-time data.

For Windows 7 and above is required.
For Mac You will require MacOS X and above.

Go to the “Market Watch” window, right-click and choose “Show All” to view all available product categories.

MT4 offers you several different ways of opening a trade, including:
The Market Watch window on the left-hand side of the platform.
The “Tools” tab on the top menu of the platform.
The F9 button on the keyboard.
One – click trading BUY / SELL button on the Charts (the first time you will have to accept Terms and Conditions of One – Click trading, keep in mind it won’t open your trade, so you have to re click after accepting the Terms and Conditions)

Please perform the following steps:
Choose “Insert” > “Technical Indicator” on the top menu;
Or you may insert “Technical Indicator” via “Navigation”.

In the Terminal window at the bottom you will see several tabs – Trade | Exposure| Account History etc. – select the ‘Account History’ tab, right-click in the open space and select ‘All History’ or select the time period (start date – end date). You now can see all the transactions performed on the account during the requested period.

The minimum volume that you can trade varies based on symbols, for more information please click here

Yes, however they are 3rd party software we do not offer support on these.

Please make sure you hold enough funds (free margin) to place the specific trade.
Depending on your leverage and the volume you wish to trade, the margin required to place a trade will vary.
Please make sure that your account is active (KYC, extra requested documentation)
Please keep in mind that the symbol you are trading is open on the specific market hours.

Opening a Position will cost you the SPREAD (difference between BID and ASK prices)
Overnight pricing = swap (refer to FAQs about swap definition and formula)
In addition, swap per symbol can be found if you click on the symbol in the market watch and then right click on the specifications.

To download the MT4 app on your device use the links below using your mobile phone browser:
MT4 for iPhone/iPad
MT4 for Android

The MT4 app is a full-featured trading platform allowing you to trade, use technical indicators, set up trade alerts and more.

Yes, they are the same on all the platforms. You can login using your MT4 account number and your password is the same as your Client area password.

Go to the top menu and choose View -> Languages -> e.g. German and then restart the software and the user language will be in German.

Yes, you can contact your dedicated account manager and schedule a session with your analyst/ education specialist.

Yes, please choose “Help” > “Help Topics”.