FAQ

QUESTION LIST:

Frequently Asked Questions

QUESTION LIST:

  • Do you have an affiliate programme? How much do you pay for the acquired customers? How can I withdraw the agents’ remuneration?
    Yes, we have an affiliate programme both for the partners willing to open an off-line office and for the individuals, the so called Web-representatives who attract clients via the Internet.

    You are welcome to find the general information on the referral programme here.

    Further details as well withdrawal methods are available for the registered clients in the personal area.
  • Do you offer trust management?
    No, we do not. We just provide access to the Forex market and a possibility to make deals with CFD contracts for different financial instruments.
  • Please advise what documents are required for the account opening?
    Upon the account registration please download the passport copy into the Personal Area.
  • How long will it take to withdraw funds?
    In our company you can use automatic (instant) fund withdrawal methods. In case of the manual withdrawal processing the execution will take 24 hours.  Wire transfer normally takes 2-3 days.
  • How long does it take to credit funds on the account?
    In most cases (Credit cards, E-money) the deposit is credited automatically. Wire transfer normally takes 2-3 days. The wire transfer will be carried out by the Company within 2 to 7 working day.
  • Are there any limitations for the online cash withdrawal?
    The automatic cash withdrawal is possible only from to the E-money account used for the deposit. The max. amount for the online withdrawal is USD 200. Moreover you should execute at least 3 standard lots after the last account replenishment. In certain cases just the wire transfer is available.
  • Please advise how I can withdraw assets by wire transfer?
    You need to have a bank account in USD or EUR. You need to get from the bank your SWIFT transfers information or IBAN .

    Please fill in the Payment Instruction sign it and download it in your personal area.

    Upon the document verification please fill in the electronic request in section WITHDRAWAL of your personal area Be careful in the process. This electronic data will be transferred to the bank for further execution.

    If your e-request is properly executed the wire transfer will be carried out by the Company within 2 to 7 working days. Your account statement will record assets writing off International transfer takes 2-3 days.

    For example, if the assets are written off the terminal in the first half of Thursday, the expected crediting time for the client’s account is Monday or Tuesday morning.
  • What is the min. account amount in your company?
    The min Start account is USD 25 for remotely located clients serviced through the Internet. The smallest contract size is 0,01 of a Standard lot, which means that you can open deals while there is left at least USD 10 on the account. These accounts serve the purpose of testing brokers rather than for gaining high profits. The opening of these mini-accounts is not supported by the physical (off-line) representative offices of the broker.

    For experienced traders there are such services as Standard and Safe with the full scale of bonuses and preferences (commission reduction, Islamic account and bonuses etc). The min account for Standard service is USD 1000 and for Safe is USD 10 000.
  • What is your minimal leverage?
    The min. leverage is 1:500 for accounts up to 1 000 USD. For accounts up to 10 000USD the available leverage is 1:200. Leverage by default is 1:100. The leverage is regulated through the personal area. For the new registered accounts with a zero balance leverage regulation is impossible.
  • What is SWIFT?
    SWIFT code is the international identification code of a bank, a member of SWIFT organization and according to which data exchange between banks is carried out.
  • I want to get some training in trading at financial markets. How can I do it?
    You can open a free demo account. To do this, download the Rate Streamer, install it on your computer and register the demo account on our site.

    We would also recommend Non-Deposit Forex service which does not require any initial deposits, but makes it possible to earn initial capital.
  • Why are there just a few financial instruments displayed in my Market Watch, although your site says that you provide trading opportunities for a much wider range of instruments?
    There is a certain set of instruments available for each service. Right-click any instrument in the Market Watch window and select 'Show all symbols' in the menu.
  • What does the "IR 150" entry in the Rate Streamer mean? What is meant by ‘account fee-150’?
    It means that the interest rate of 150 USD has been added to your deposit. On the trading account active every month the annual interest rate is up to 10% . For more details view table here, 5th column.

    In case the min. trading volume of 3 standard lots is not executed over a period of 6 months the service fee of USD 25 per month is charged as a lump sum for the accounts open through the Internet. Normally accounts with the equity higher than USD 2500 are relieved from the commission.

    Please read more about the Interest Rate Accrual at the bottom of this page. There might be an individual rate dependant on the franchisee contract for the accounts opened in the representative offices, normally it as about USD 500 irrespective of the deposit size.

    If the account has been inactive for less than 6 months the service fee might be reduced proportionally.

    The interest rate on deposits is credited every month, and the service fee for inactive accounts is withdrawn twice a year – January 1, and July1.
  • What should I do if the Rate Streamer messages: "Can't allocate account"?
    If you use the Rate Streamer at your working place, you might be connected to the Internet via a firewall or a proxy-server or your port 443 is closed. In this case, try activating through SOCKS5 or HTTP proxy-server in settings 'Tools -> Options -> Server -> Proxy' from the Rate Streamer. Contact your system administrator for proxy-server parameters. As a last resort, ask your system administrator to open port 443.
  • What should I do if the Rate Streamer messages:’Invalid login’?
    Probably, more than 30 days have passed after you opened the demo account and your demo account has been deleted by the server. In this case register a new training account.
  • I use a Safe service but I want to switch to a Standard. How can I do this?
    Check that all transactions are closed and send a request to the Clients’ Support Area. If you work in one of the representative offices of the Company request the assistance of our consultant.
  • What is your commission for money depositing and withdrawal?
    There is no commission for money withdrawal in our Company. In case of an international bank transfer the correspondent bank charges commission of 20-50 USD.

    Depositing and withdrawal methods and associated expenses are presented on the next page.
  • In which currency can I withdraw money? In which currency can I make a money transfer?
    In any currency. Since all deposits in our Company are in USD, in case of withdrawal of funds in a currency different from USD, the amount will be automatically converted into another currency at the current exchange rate.
  • I want to make a deal, but a "Not enough money" message is displayed. What does it mean?
    This means that you do not have enough funds for this transaction. Try to reduce the number of lots or close some positions.
  • Please advise why the Interest rated was not credited on my account or was credited not in full?
    Interest rate is accrued daily in case at least one transaction has been closed within 24 hours and the Free Margin of the current day is more than USD 1000, otherwise the Interest Rate for this day is not accrued. The accrued Interest rate is deposited on the special Companies’ account and is added to the Client’s account at the beginning of every month.
  • I have registered on your site but I have not received confirmation on my e-mail. Why has it not happened?
    The e-mail with activation line should arrive on your e-mail within 24 hours. Please also check you Spam box. In case the e-mail still has not arrived please register again using another e-mail.
  • I cannot set the Stop-Loss (Take-Profit) order. The "Invalid stops" message is displayed. What does it mean?
    There may be several reasons for that. The following mistake is common: you are trying to set Stop-Loss or Take-Profit too close to the current price. Stop-Loss and Take-Profit orders cannot be set closer than 6 pips from the current price.
  • I want to set Buy Limit, Sell Limit, Buy Stop or Sell Stop orders, but "Invalid Price" is displayed. What is the reason?
    There may be several reasons for that. The following mistake is common: you are trying to set orders too close to the current price. Orders cannot be set closer than 6 pips from the current price. You might have mixed the types of orders. Orders "Buy Limit" and "Sell Limit" can be used when the current price level is higher than the value of the set order. Orders "Buy Stop" and "Sell Limit" can be used when the current price level is lower than the value of the set order.
  • I want to become a partner of the Company. Information on the site is insufficient. How can I learn more?
    As a legal entity you can open an off-line representative office in you city and as such receive USD 25 for every transaction. For this purpose you should file an application on our site.

    Remember to indicate your telephone number and email. Our officer will contact you as soon as possible and answer all your questions. You are also welcome to be a web representative of the company and to acquire referral clients via the Internet for the commission of USD 10 for every lot. No documents are required for this type of partnership. Please see details here.

    The only limitation for this referral programme is that you cannot be a referral of yourself or of the first degree relative. In case you work with another, already existing off-line office the referral programme is not available for you.
  • What time does the Rate Streamer display?
    GMT+1 (Greenwich Mean Time)
  • I installed the Pending Order for CFD [Intel]. But next day my order was deleted. The Pending Orders for EUR\USD and Gold were not deleted. What is the reason?
    For the instruments traded by sessions, the Pending Order cannot be carried over to the next day. Trading at spot markets is carried out twenty-four hours a day, so Pending Orders for EUR/USD and Gold were preserved.
  • I am a client of the Company. Two days ago I sent a question to the support service by email to [email protected]. I still have not received any answer. Why?
    Email address [email protected]. is a public email. To receive a prompt reply, the Company Clients are recommended to ask questions at the site, in Clients’ personal area in the section> Support.

    If you work in a Company office ask our consultants for advice.
  • In which language can I communicate with your support service?
    English and Russian.
  • Should I pay profits tax?
    Larson&Holz IT Ltd. is an international company. Our Company does not provide information about our Clients to local tax authorities. Taxation issues are the responsibility of the Client.
  • How long can I keep an the opened position?
    You can keep the position opened as long as you want. Please note that we offer a Safe service that allows keeping the position up to 2 months without SWAP.
  • What is the Forex Family programme?
    Forex Family is a special marketing programme of Larson and Holz. It includes a number of some unique options: commission reduction, Islamic accounts Interest rate on the deposit and etc. Please see details here
  • What is the spread value in your company?
    We offer the smallest possible spreads directly from the liquidity providers. This means that we have market spreads from 0,1 pip. We just charge the small commission of USD 7 for USD 100000 for majors and USD 8 for crosses. The commission can be reduced  to USD 1 depending on the number of transactions. Please see details here
  • Do you offer trading in shares? Are there dividends accrued on the stock?
    We offer trading just with CFD contracts on shares and other assets.

    Each transaction (buying or selling) always ends with the making of the opposite deal. It means that when you buy a CFD contract for a share, you turn into a company shareholder and can gain profit from the price fluctuation of the chosen financial instrument.

    The CFD contract price change fully replicates the basic assets, and the dividends are accrued on the account as if you owned real stock. The terminology of CFD contracts defines this as dividends adjustment.
  • I have a pending order or a Take-Profit order which have not been executed in spite of the price given. Or, the order was executed but at the price different from the given. Why does it happen?
    The matter is that with the market execution of pending orders, including Take-Profit, there is no mandatory execution of the transaction at the declared price, momentarily at a single tap of the declared price level chart.

    Remember, this is real market, and not a demo account. For the order execution you need to find a counter agent with a similar price and the opposite order sign.

    Moreover, it is necessary to consider that charts are built on the basis of selling price (Bid), while the purchasing price (Ask) at which the order can be executed differs by the amount of spread, which is changeable and the difference can be significant when news are released and at the time of high volatility.

    For the execution of the pending level the price should be a little higher than the declared one and remain at this level for a while. The system must find a counter agent for your deal and this takes time.

    Moreover, the execution price can differ from the declared one since the transaction is a result of the price agreement between two parties.

    At the time of high volatility, or contrary to that, low liquidity at the market if the order is either high or very low (micro lot transaction) this difference can be higher than normal.

    This is a regular situation described in the Client’ Agreement, paragraph 2.5 and 2.6
  • Are there any limitations for the Safe service?
    Safe service is Islamic or non swap account. For this type of account we offer non swap holidays for two months and a higher Interest rate up to 10% on the deposit. But please note that we charge a single commission of USD 20 for 1 contract. The deposit of USD 10000-50000 can be transferred on this service if there are no open trades. There are certain limits on this service and it can be temporarily unavailable.
  • I assume that on the Non deposit account it is obligatory to complete the trading volume of 3 lots within 3 days, Am I right?
    No, you are wrong, The Non deposit Forex bonus is available for 3 days and there are no limitations on the number of transactions. When you credit the account with the real money the account is moved to Start service and you are welcome to trade on it for any time you want and to withdraw your profit upon executing the trading volume that equals 3 lots.
  • Is it compulsory to double the account for the Non-deposit Forex? Can I withdraw my profit if after 3 days it is less than USD 100?
    The largest possible amount of payoff is USD 100, the minimum is USD 1. You do not have to double the account, you are welcome to draw any profit after you replenish your account and perform the required number of Lots.
  • I would like to open a non-deposit account, but the system informs me that this service is not available. What is the problem?
    Sorry to say but there are certain limitations on this service. One client can make three registration attempts, and in case the company discovers an abuse such as registration of the accounts with the third party etc. the bonus account might be disqualified. If the above service is blocked for you are welcome to employ our other services, Start, for example.
  • Are there any specific limitations on the Non-deposit accounts? What happens if I break the Company rules?
    It is strictly forbidden to register accounts on the third party. Cheating is not allowed when executing the transactions required by the programme.
  • The bonus is accrued. May I use it for trading?
    Yes, most of the bonuses in our company are trading bonuses, thus they can take part in the margin collateral if other provisions are not stipulated specifically. The bonus can be accrued for different reasons – as a compensation of the transfer costs, as a result of the special rate programme, etc. If the client does not wish to trade in our Company, the bonus is reversed. Following the standard procedure, the remaining amount is available for withdrawal. The bonus is an incentive, it is not a financial liability of the Company, and as such can be reversed if there is no trading or/and in compliance with the bonus accrual regulations.
  • I have opened an account but I changed my mind and I don’t want to trade. How can I withdraw my funds?
    You can withdraw your funds at any moment in accordance with a standard procedure. Though you have to understand that a trading account is not the same as a bank account and its purpose is trading. In case you revoke your account before executing a regulated number of lots (3 standard lots) the Company may charge from 25 $ (for the Internet clients) to 100$ (for the off-line clients) penalty for every month of non-activity on your account.
  • In what currency can I make a money transfer? What are the methods I can use for that?
    In any currency. When the money is transferred we automatically convert the amount into USD. We work with bank payment documents and most of the e-currencies. Derailed information is in the Personal area.
  • Are there any contests arranged by your Company? What are the conditions?
    Yes, we run monthly traders’ contests for real accounts over 100USD on a permanent basis. No special registration is required for the contests. Details see here.
  • For how long is the account information stored in the Company archives?
    For one year, if over this period there were no account authorizations and the account balance is below 25 USD. Or – 6 months if the account balance is less than 3USD. Follow the link for the account management conditions.
  • I cannot access the account (Password lost) or/and cannot access the Personal area. What should I do?
    If you lost the Password to the Personal area you can automatically regain access through the email, indicated during registration.

    If you lost the Password for the trading account and you are an active client of the Company and you have open positions or the balance of your assets is over 500USD and the last deal was opened less than three months ago you can apply a special method of Password regaining. For the purpose you need to upload the signed request in a free form into the Personal area. For the purpose of identification a support officer might interview you on the phone to check information.

    If you have lost both Passwords – for the Personal area and for the trading account – and there have been no authorizations of the account over a long period of time, regaining of the access might take longer time. In order to prevent unauthorized access to your account for the third parties, a support service officer may interview you and ask you to mail and email the necessary documents. Each and every case is considered individually.

    If there has been no authorization over a long period of time and if the account balance is zero the account can be either transferred to the archive or deleted from the system completely (follow the link) In this case you can open another trading account.
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