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Trading accounts opened:
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Frequently asked questions (FAQ)Questions about trading operations
Password recovery
General questionsTechnical questions
Financial questions
Take-profit was not actuated or a delayed order did not open although it was influenced by the price. What should I do? It is necessary to take into consideration that the price consists of two components - bid price and ask price. The bid price is demonstrated in the diagram. A Sell order is opened with a bid price and closed with an ask price. A Purchase order is opened with an ask price and closed with a bid price. For example, for your EURUSD Sell order the take-profit level is 1.3125. The price in the diagram reached 1.3124, but it was impossible to close the order by the take-profit. As the bid price is indicated in the diagram, and the Sell is closed with the ask order, then at the time when bid=1,3124, ask = bid + spread = 1,3124 + 3 = 1,3127. I.e. the minimum price for your order was not 1.3124, but 1.3127, therefore it did not close. The stop-loss was actuated or a delayed order opened although it was not influenced by the price. What should I do? It is necessary to take into consideration that the price consists of two components - bid price and ask price. The bid price is demonstrated in the diagram. A Sell order is opened with a bid price and closed with an ask price. A Purchase order is opened with an ask price and closed with a bid price. For example, for your GBPUSD Sell order the stop-loss level is 1.8943. The price in the diagram reached 1.8942, but the order was closed by stop-loss. As the bid price is indicated in the diagram, and the Sell is closed with the ask order, then at the time when bid bid=1,8942, ask = bid + spread = 1,8942 + 4 = 1,8946. I.e. the maximum price for your order was not 1,8942, but 1,8946, therefore it closed. I can’t see the deals I made before in my account history? Right-click the “Account History” tab and select “All history” from the drop down menu. How can a trader’s password be recovered? A trader’s password is stored in an encrypted form and, unfortunately, it cannot be recovered. It is only possible to set a new password. To get a new password, send an e-mail to helpdesk@masterforex.org, indicating that you’ve lost your trader’s password and would like to receive a new one. Also indicate your trading account number and a telephone password. A new trader’s password will be sent to the e-mail, which you used during your account registration. How can a PIN-code be recovered? Your PIN-code is stored in an encrypted form and cannot be recovered. It is only possible to set a new PIN-code. To get a new PIN-code, send an e-mail to helpdesk@masterforex.org, indicating that you’ve lost your PIN-code and would like to receive a new one. Also indicate your trading account number, a telephone password and attach a scanned copy of your passport. A new PIN-code will be sent to the e-mail, which you used during your account registration. How can a telephone password be recovered? To recover a telephone password you need to send an e-mail to helpdesk@masterforex.org. Indicate in the e-mail that you’ve lost your telephone password and would like to recover it. Also indicate your trading account number and attach a scanned copy of your passport to the e-mail. What time is displayed in the MetaTrader 4 terminal? The trading terminal displays the GMT+2 time. How to open a demo account? Download and install MetaTrader 4, select "Open account" in the top "File" menu. Submit the form and you will get a login and password your new demo account. What IP addresses are used for real and practice servers? Address of the real dollar server: 88.85.79.4:443 Address of the real cent server: 88.85.79.40:443 Address of the practice account server: 88.85.79.6:443 Address of the real account standby server: 88.85.79.5:443 Terminal returns a “No connection” message. What should I do? If you see the "No connection” message in the connection status line in the bottom right corner you should act as follows:
How do I enter my trading account in the MetaTrader 4 terminal? You need to download and install the MetaTrader 4 terminal. Launch the terminal, open the File – Login menu. Enter your trading account number and the trader’s password, given at the registration. In the “Server” field select either Masterforex-Real if you have a dollar account or Masterforex-Cent if you have a cent account and press the “Login” button. The terminal returns an “Invalid Login” message. What should I do? Possible reasons:
How long does it take for the money to enter a trading account? When funding the account through the Trader’s Office, systems Webmoney, e-Gold and RUpay the money enters the account immediately. With other payment methods money entering can take, on average, 1-5 days depending on the type of payment. For more information on money transfer time frames for various types of payments please check the Trader’s Office. I transfered the money but it doesn't appear on my trading account. What should I do? If you put the money on your trading account but it didn't go through and your account balance remained the same, you need to go to the Trader’s Office and make a notification about your payment in the section “NOTIFICATION ABOUT MONEY TRANSFER” indicating the payment details. After that your payment will be processed by an operator within one working day. Note: If you were issued a bill for making a payment through the system RUpay and paid it, but the money do not appear on your trading account for a long time, you need to send an e-mail to finance@masterforex.org with the number of the issued bill and the payment details. |
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