Accounts

• Can I change the leverage on my account?
  No. Unfortunately the leverage on your account cannot be changed.
• I have forgotten my username and/or password
  In order to obtain your login details please visit the login page. You will need to click the ‘Forgot your password?’ option below the password box in order to retrieve your information.
• Do you offer Demo accounts?
  Yes. At Acetop we understand the need and value of practising on a demo account first in order to help you trade if you are a beginner or practice your strategy if you are an experienced trader. You can apply for a Demo account via here.
• How can I add more funds to my demo account?
  To add more funds on your demo account please get in touch with our Client Service team via phone on + 44 (0) 207 382 1710 or via email at cs@acetop.uk so they can do so accordingly.
• What base currencies can you open an account in?
  We offer GBP, USD and EUR as base currency options for our trading accounts.
• Are there any fees to opening an account?
  No. Acetop does not charge to open an account.
• What are inactivity fees?
  If your account is inactive for a period of 12 consecutive months, there will be a fee of £10 per month of inactivity. You will be notified via email before the first fee is deducted, as well as every month a charge is made.
• Can I review the current Terms and Conditions?
  Yes, of course you can. They are on the “Legal” page of our website, or you can click here to view.
• How do I know the status of my new account?
  It can take up to 1-3 business days to process a new account. We recommend to check your emails for updates with regards to your new account or call our Client Service team.
• How can I provide my documentation?
  You may upload your documents via your profile portal once you have logged into your account via the website.
  Alternatively, you can email them to cs@acetop.uk
• What if my documents are not in English?
  Acetop has staff available in many languages who can verify such documents. In the case an in-house translator is not available, you may be asked to provide a certified English translation of the document.

Payments

• How do I fund my account?
  You can fund your account by logging into your profile and choosing your method of deposit.
• What type of methods do you accept?
  Clients of Acetop Financial can make deposits into their accounts via:
  

  • Bank Transfer
  • Credit/ Debit card ( Visa, Mastercard, Maestro and China Union Pay)
  • E wallet (Skrill)
• What is the minimum deposit required to fund my account?
  The minimum deposit is £100/$150/€150 depending on the currency of your account.
• Do you accept third party deposits?
  No. Third party deposits violate Anti-Money laundering policies so you can only deposit funds with an account held in the name of the trading account.
• Can I make a deposit via mobile phone?
  Yes, you can. Simply log onto your profile, via your mobile web browser, and click on the ‘Deposit’ button.
• Can I send cash or cheques in order to fund my account?
  As we are unable to validate the origin of these funds, we would be unable to accept them and if received they will promptly be returned to you.
• Is there a reason why I cannot withdraw more than I deposit via debit or credit card?
  If you originally deposited funds by credit card or China UnionPay, we will only be able to return the amount that was originally deposited. Any other amount, that exceeds the originally deposited amount, will be returned to your bank account.  This may be the case for funds originally deposited by debit card too. For instance;
  

  • if you deposited £1000 using your debit or credit card, you can only withdraw £1000 to that debit or credit card.
  • if you deposited £1000 with card A and £500 via card B, you can only withdraw £1000 to card A and £500 to card B.
  • Once the amount deposited amount has been returned back to the relevant card, if you still have funds remaining in your trading account (profits), those funds can be sent to a bank account in your name. You will have to submit a bank statement in order to validate the account the funds will be sent to.
• What is the withdrawal policy at Acetop Financial?
  At Acetop, we strictly adhere to a return to source policy. This means all funds must be returned back to its original source. Where a withdrawal is for an amount in excess (profits) of the original deposit, the remaining amount will need to be transferred to a bank account in the name of the trading account holder. You will have to submit a bank statement in order to validate the account the funds will be sent to.
• How long does it take to receive my withdrawal request?
  All withdrawal request will be processed by our payments team within one business day. The time it takes to be transferred will differ depending on your payment method.

  • Bank transfers usually take 3-5 business days to reach your bank account.
  • Credit/Debit card deposits usually take 5-7 business days to be credited to your bank account.
• If I have not received my withdrawal, what should I do?

  If your funds have been processed via bank transfer and have not been received after 5 business days, please contact our Client Service department.

  If your funds have not been received after 10 business days, please contact our Client Service department so we can investigate the matter with the card processing company.

• Why do you require a bank statement for withdrawals?
  As part of Acetop’s procedures and to adhere to anti-money laundering policies, we require a copy of your bank statement so we can verify the funds are being return to an account in your name.
• How can I withdraw funds if the card I used to deposit is cancelled/closed?

  Once a card has been cancelled, banks permit refunds to still be transferred to the account. It takes a while longer for your funds to be received, however, your bank will redirect the funds to your new card even if it was cancelled.

  If the bank account connected to the card you used to deposit has been closed, please provide the bank closure letter to our Client Services team as proof so we can review. Once confirmed that no funds can be sent to that account, you will be permitted to withdraw via a different payment method pending approval.

• What is the reason why my Debit/Credit card has been declined?
  There could be a number of reasons why your deposit was declined.
  

  • You may have exceeded or gone over your daily transaction limit available on your card.
  • Incorrect account details (Card Number, Expiry date or CVV Code) so please verify these are correct.
  • The card in use may be expired, invalid or we do not accept (AMEX).
  • Your bank has declined the payment as fraud precaution and will require approval from yourself. Please consult your card issuer in this case.
  • As part of our security against fraud, if unfortunately you have had 5 deposit failure attempts, you will be locked for 24 hours from your last attempt.
  • If you are still experiencing issues while funding your trading account please call Client Services on +44 (0)800 955 1710 or via email to cs@acetop.uk so we can help.
• How can I cancel a withdrawal request?
  You can cancel a withdrawal request by contacting our Client Service team. If the funds have not yet been processed, the transaction can be cancelled. Unfortunately, if these have been initiated, the payments can no longer be cancelled.
• Are there any fees incurred for deposits or withdrawals?

  Acetop does not charge for any deposits above the minimum threshold of £100/$150/€150 depending on the currency of your account. However, bank charges may apply so please check with your card/bank issuers before making a deposit.

  There are no charges for withdrawals.

MT4 platform

• Can I access my account from different devices?
  Yes, you can access your account using different devices. All you need to do is download and install the MT4 platform on the particular device and log in using the account’s logging credentials.
• How can I view my trading history?

  Click on the ‘Account History’ tab in the Terminal Box, right click with your mouse on this section so a new window can appear. Select the time period desired and left click with your mouse.

  If the Terminal Box is not visible, press CTRL + T to open.

• What happens to my open positions when I log out of the MT4 platform?

  When you log out of MT4, your open positions stay open until a stop loss has been hit or a margin call has occurred.

  Note: Any trailing stops set will not stay open if you close your MT4 platform.

• Is it possible to use robots on the MT4?

  Yes, it is possible to use robots on the MT4 platform.

  Note: These are not provided by Acetop, therefore if there are any issues which are robot related; we will unfortunately not be able to offer any assistance as these are offered by third party providers.

• Can I use Custom Indicators on the MT4?
  Yes. Acetop permits the use of Custom Indicators.
• How many Expert Advisors and Indicators can I run at one time on the MT4?
  MT4 allows multiple indicators and Expert advisors to be run at the same time. There is not a restriction on the number of indicators and/or expert advisors you can have running at any one time on MT4. Keep in mind, however, that the MT4 is a RAM sensitive program. If you have too many indicators or EAs running at once, this can reduce the performance and speed of your platform. Expert Advisors can also end up working against one another, if they have conflicting strategies and risk profiles. It is best to split your EAs across multiple trading accounts and platforms.
• How do I place a trade on the MT4 platform?
  Click on the ‘New Order’ button on the platform. The ‘Order’ window will appear whereby you will be able to select the product you wish to trade by clicking on the ‘Symbol’ drop-down tab, you can also select the amount you wish to trade and the potential levels at which you want to insert a stop loss or take the profit in .You will then be able to either ‘Sell by Market’ (the red button) or ‘Buy by Market’ (the blue button) depending on which direction you wish to take on the trade in.
• Why isn’t my MT4 Platform working properly?

  Normally this could be due to your internet connection. The MT4 platform requires constant internet connection at all times in order to update prices throughout operating hours. In some cases, you may need to uninstall and then reinstall the platform as this may be due to an incomplete download.

  If you have issues with the platform not working, you can contact the Client Services team on +44 (0) 800 955 1710 for assistance.

• I am coming across issues when I am trying to download or install the MT4
  There are some errors that you may come across when trying to install the MT4 platform. The most common issues are:

  • Download process interrupted or incomplete, usually due to an unstable internet connection, which can often be rectified by restarting the download process.
  • MT4 is fully blocked which naturally means that your antivirus or internet security software has blocked the download. Please allow the Acetop MT4 program on your antivirus or internet security software in order to continue with the installation.
• What is my MT4 login?
  You would have been sent an email with your MT4 logins when your profile was approved. If you are not sure of this, please contact our Client Services department so they can assist. Keep in mind that live and demo account information is not linked and will differ from one another.
• What are the minimum system requirements for the MT4 platform?

  Operating system: Windows 98, 2000 / XP / Vista.

  Processor: 2.0 GHz or faster CPU.

  RAM: 512 MB RAM (1 GB recommended)

  Storage: 256 MB of Ram or more

  Internet: Modem / connection speed 36.6 Kbps or faster

• Which server do I choose in order to start trading?

  The server you chose depends on the type of account you wish to open and trade on. If you are logging into your Demo account please type in your demo account login details and choose the AcetopFinancial-Demo Server.

  If you wish to trade on your Live account, please type in your Live account details and choose the AcetopFinancial-Live01 Server.

• Why can I not see all markets on my MT4 platform?
  This may be due to the settings currently active on your ‘Market Watch’ box. In order to view all available markets, right-click in the ‘Market Watch’ box, scroll through the pop-up menu and select ‘Show all’.
• Why does the chart area say ‘Waiting for update’?
  This means there is no current data on the chart. A chart will need to be uploaded in order for there to be data in the chart area. This is rather common, particularly when first logging in, all you will need to do is right click a symbol in the Market Watch box and click ‘chart window’. Alternatively, you can drag and drop the product from the ‘Market Watch’ onto the chart window and it will automatically upload.
• Why am I getting error messages when I am trying to log in?
  There are three possible error messages which could appear on the bottom right hand corner of the platform.

  • Invalid Account: This means either the password or server used are incorrect.
  • No Connection: The Server details are incorrect. May be necessary to type the manual server (live.acetop.uk:433)
  • Common Error: Normally caused by issues in network connectivity. The problem could be due to your antivirus / firewall or possibly even your Internet Service Provider. Unfortunately, as there are a lot of reasons that could cause this, it is best to trouble shoot the error by completing the following; try temporarily disabling your antivirus or internet security, if you have another computer, try it on there to rule out a PC issue or if you have access to another internet connection, try that.
• How do I install the MT4 platform?
  To install the MT4 platform
  

  • Download the terminal by clicking Desktop version or Smartphone version.
  • Run the acetopfinancial4setup.exe file.
  • Once it has finished downloading, launch the program by clicking finish. As soon as you do the platform will launch in the background and you will see the login window.
  • Enter your Live or demo account login details.

Trading

• What is the minimum volume?
  The minimum volume for Spread Betting is £0.50, for CFDs is 0.01 lots.
• What are swap fees?
  Swap fees are also referred to as ‘Overnight Financing’. Clients are paid or charged a swap/rollover fee when they keep their positions overnight due to the interest rate obligations of the relevant instrument. All interest fees are annualised and will be divided using the banking method for interest calculation of 360 days (as used in MT4). Please note that there will be 3 days of interest charged on certain days for certain products to cover the additional 2 days at the weekend. For FX this is charged on a Wednesday due to the settlement process for forex which is T+2 (trade date plus two days), for all other products the extra days will be charged on the Friday.
• I already have a Spread Betting account; can I use it to trade CFDs?
  No, unfortunately you cannot and will therefore require a separate account. As your account already has an asset type for Spread Betting, you will need a separate account to trade CFDs.
• Do you offer CFD accounts on demo?
  Acetop offers demo accounts for both CFDs and Spread Betting.
• Why has my position been closed at different levels than my specified stop or limit level?
  This could be due to a number of reasons:

  • Your stop was triggered but you incurred some slippage: The level at which the position is closed can be affected by market factors, such like gaps in the market and/or volatile conditions. Due to this, the position may be stopped at a worse or better level than requested as this would have been the best price available at the time.
  • You didn’t have enough funds in your account: If you don’t have enough funds in your account you’ll be placed on a margin call and we may have to close some or all of your open positions.
• Why has my position been closed unexpectedly?
  If your position was closed unexpectedly, it could be because you didn’t have enough funds in your account. If your funds (taking into account any floating profit or loss) no longer cover the margin requirements for your positions, you will be on margin call and we may close some or all of your positions.
• Why has my Pending Order been opened at a different level to which I selected?
  If a market is very volatile or is very illiquid, it is often not possible for your stop or limit order to be filled at the exact price. The level you have been entered at is the best available price at the time.
• What is margin?
  Spread Bet and CFD are both leveraged products, which means traders are only required to deposit a small percentage of the total cost that would be needed if they were to purchase the equivalent product in the physical market. Trading on margin can work in both a positive and negative manner, as profits can be magnified but so too are losses.
• What is leverage?
  Leverage means traders are able to be exposed to large investments for a much smaller amount. For instance, if the leverage on an account is 100:1, it means a trader can control a £10,000 asset with £100.
• What is margin call?
  This is when we require the trader to deposit additional funds to cover the margin on their position(s). Margin calls take place when a trader’s margin drops below 100%. If the margin level then drops to 50%, your opened trades will be automatically closed.
• What are the trading hours?
  Acetop follows standard trading hours, from Sunday 10pm until Friday 10pm. Please note this is subject to change as daylight saving changes in the UK.
• Do you offer guarantee orders?
  No. Unfortunately we do not offer guarantee orders on our platform however we will always try to make sure you are filled at the price requested.
• Some of your quote prices have too many decimal places, why is that?
  We quote our prices at 5 digits after the decimal place. For instance, the GBP/USD will be displayed as 1.37582, the pip is the number 8 and the pipette is the number 2. The pipette is a fractional pip and gives a more accurate price.
• What is slippage?
  Slippage is the difference amongst the requested level of an order and the actual price at which it was filled at, this usually happens during volatile periods when market prices change rapidly or gap.