Paultrix Help
Frequently asked questions
Clear answers on accounts, trading, funding, security, and the Paultrix platform.
44 answers · 6 topics
General
Platform basics and getting started · 7 questions
What is a CFD?
A Contract for Difference (CFD) allows you to speculate on price movements without owning the underlying asset. You can profit from both rising and falling markets by going long (buy) or short (sell). CFDs are leveraged products, which means you only need to deposit a fraction of the full trade value.
Is Paultrix regulated?
Paultrix operates under strict regulatory frameworks applicable to our licensed entities. Client funds are held in segregated accounts with tier-1 banking partners, separate from company operational funds. Regulatory details and entity information are available on our About page and in your account agreement.
Who can open an account?
You must be at least 18 years old and reside in a jurisdiction where our services are permitted. Our services are not available to residents of the United States, Canada, Japan, or any country where distribution would contravene local law. You will need a valid email address and government-issued ID to complete registration.
What account types are available?
We offer Standard, Pro, and VIP account tiers. Each tier differs in minimum deposit, spreads, leverage caps, and dedicated support level. Visit the Account Types page for a full comparison, or contact our team if you need help choosing the right plan for your trading style.
Do you offer a demo account?
Yes. New clients can practise on a demo account with virtual funds before trading live. Demo accounts mirror real market conditions and platform features, making them ideal for learning order types, chart tools, and risk management without financial exposure.
What languages does support offer?
Our support team assists clients in English and several major languages including Spanish, German, French, and Arabic. Live chat and email are available 24/7. Response times are typically under five minutes during peak trading hours.
How do I close my account?
Close all open positions and withdraw remaining balance first. Then contact support via email or live chat with your account number and reason for closure. We will confirm there are no pending transactions and process the closure within 2–5 business days.
Trading
Orders, leverage, spreads, and execution · 10 questions
What leverage is available?
Leverage varies by instrument and account type. Major forex pairs may offer up to 1:500 on eligible accounts; indices and commodities typically range from 1:20 to 1:200; crypto CFDs are capped lower due to volatility. Higher leverage magnifies both profits and losses — always use appropriate risk controls.
What are the trading hours?
Forex CFDs trade 24 hours a day, five days a week (Sunday evening to Friday evening UTC). Stock indices and commodities follow their respective exchange sessions. Cryptocurrency CFDs are available 24/7, including weekends. Check the instrument specification panel in the platform for exact session times.
What order types are supported?
The platform supports market orders, limit orders, stop orders, and stop-limit orders. You can attach stop loss (SL) and take profit (TP) levels when opening a position or modify them on open trades from the Positions panel. One-click trading can be enabled in settings for faster execution.
What is a spread?
The spread is the difference between the bid (sell) and ask (buy) price of an instrument. It represents the primary trading cost on most CFD products. Spreads vary by instrument, market conditions, and account type — Pro and VIP accounts typically receive tighter spreads on major pairs.
What is slippage?
Slippage occurs when your order executes at a price different from the quoted price, usually during fast-moving markets or low liquidity. Market orders are most susceptible. Limit and stop-limit orders help control execution price but may not fill if the market moves away from your level.
What instruments can I trade?
We offer CFDs on forex (50+ pairs), global indices, commodities (gold, oil, etc.), cryptocurrencies, and selected single stocks. Browse the Markets page or use the instrument search in the trading terminal to see live symbols, spreads, and margin requirements.
What is margin and how is it calculated?
Margin is the collateral required to open and maintain a leveraged position. Required margin = (contract size × price) ÷ leverage. If your account equity falls below the maintenance margin level, you may receive a margin call or positions may be closed automatically to prevent further losses.
What happens if I receive a margin call?
A margin call means your account equity has fallen close to the minimum required to hold open positions. You can deposit additional funds, reduce position size, or close losing trades to restore margin. If equity drops below the stop-out level, positions may be liquidated starting with the largest loss.
Can I hold positions overnight?
Yes. Overnight (swap/rollover) fees may apply depending on the instrument and direction of your trade. Swap rates are displayed in the instrument details panel and are credited or debited daily at the platform rollover time (typically 22:00 UTC for forex). Triple swap is charged on Wednesdays for forex pairs.
What is hedging and is it allowed?
Hedging means holding opposing positions on the same instrument (e.g. a long and a short). Hedging is permitted on our platform. Note that margin is required for both legs, and swap charges may apply to each side independently.
Account & Funding
Deposits, withdrawals, and account settings · 9 questions
How do I deposit funds?
Log in and navigate to Wallet → Deposit. We support bank transfer, credit/debit cards (Visa, Mastercard), and major e-wallets. Card deposits are typically credited within minutes. Bank transfers may take 1–3 business days depending on your bank and currency. Minimum deposit amounts vary by account type and payment method.
How long do withdrawals take?
Withdrawal requests are reviewed and processed within 24 hours on business days. Funds are returned to the same payment method used for deposit where possible (closed-loop policy). Bank transfers may take an additional 1–5 business days to appear in your account depending on your provider.
What is the minimum deposit?
Minimum deposit depends on your account tier: Standard accounts from $100, Pro from $1,000, and VIP from $10,000. Some payment methods may have their own minimums. Check the deposit page for current limits and any active deposit bonus terms.
Are there withdrawal fees?
Paultrix does not charge withdrawal fees for most methods. Your bank or payment provider may apply their own charges. One free withdrawal per calendar month is included on Standard accounts; Pro and VIP accounts receive additional free withdrawals. See the Fees section for full details.
How do I complete KYC verification?
Go to Account Settings → Verification and upload a valid government-issued photo ID (passport or national ID) and a recent proof of address (utility bill or bank statement dated within 3 months). Selfies may be required for enhanced verification. Most applications are reviewed within 24 hours on business days.
Why was my deposit declined?
Common reasons include: card not in your name, insufficient funds, bank blocking international transactions, or incomplete KYC. Ensure your billing address matches your registered account details. Contact your bank to authorise the transaction, or try an alternative payment method. Support can investigate specific declined transactions.
Can I use someone else's payment method?
No. For regulatory and anti-money-laundering compliance, deposits must come from a payment method registered in your own name. Third-party payments will be rejected and may result in account restrictions until source of funds is verified.
How do I change my registered email or phone?
For security, email and phone changes require identity verification. Submit a request through Account Settings → Security or contact support with your account number and a copy of your ID. Changes are processed within 1–2 business days after verification.
What currencies can I hold in my account?
Accounts can be denominated in USD, EUR, or GBP depending on your selection at registration. Deposits in other currencies are converted at the prevailing rate plus a small conversion spread. You can view your base currency and conversion rates in Wallet settings.
Security & Verification
2FA, passwords, KYC, and account protection · 6 questions
How do I enable two-factor authentication (2FA)?
Go to Account Settings → Security → Two-Factor Authentication. Scan the QR code with an authenticator app (Google Authenticator, Authy, etc.) and enter the 6-digit code to confirm. Store your backup codes securely — they allow access if you lose your device.
I forgot my password. How do I reset it?
Click "Forgot password" on the login page and enter your registered email. You will receive a reset link valid for 60 minutes. If you no longer have access to your email, contact support with ID verification to recover your account. Never share your password or 2FA codes with anyone.
How is my personal data protected?
We use TLS encryption for all data in transit and industry-standard encryption at rest for sensitive information. Access to client data is restricted on a need-to-know basis. Our privacy policy explains how we collect, use, and store your information in compliance with applicable data protection laws.
I noticed suspicious activity on my account
Change your password immediately and enable 2FA if not already active. Contact support via live chat or email with details of the suspicious activity. We can freeze withdrawals temporarily while investigating. Never click links in unsolicited emails claiming to be from Paultrix — always log in directly via our website.
What documents are accepted for KYC?
Accepted ID: valid passport, national identity card, or driving licence with photo. Proof of address: utility bill, bank statement, or government letter dated within the last 3 months showing your full name and registered address. Documents must be clear, colour, and unexpired.
Why do I need to verify my account?
Identity verification (KYC) is required by financial regulations to prevent fraud, money laundering, and underage trading. Verified accounts can deposit, withdraw, and access full platform features. Unverified accounts may have limited deposit caps and cannot withdraw until verification is complete.
Platform & Tools
Web terminal, mobile apps, charts, and alerts · 7 questions
Which platforms can I use to trade?
Trade via our web-based terminal (no download required), or install our iOS and Android mobile apps. All platforms sync in real time — positions, balance, and watchlists update instantly across devices. The web terminal works on Chrome, Firefox, Safari, and Edge.
How do I set up price alerts?
Open an instrument chart, click the bell icon, and set your target price and notification method (push, email, or in-platform). Alerts trigger when the bid or ask crosses your level. Manage all active alerts from Settings → Notifications → Price Alerts.
Can I use Expert Advisors (EAs) or automated trading?
Our web platform supports built-in strategy tools and webhook alerts. API access for automated and algorithmic trading is available on Pro and VIP accounts and for institutional clients. Contact our API team for documentation, rate limits, and sandbox credentials.
How do I customise my chart layout?
Click the chart settings icon to change timeframe, chart type (candlestick, line, bar), and add indicators (MA, RSI, MACD, Bollinger Bands, etc.). Save your layout as a template from the layout menu. Multiple chart windows can be opened in the terminal for multi-timeframe analysis.
The platform is running slowly — what should I do?
Clear your browser cache, disable unnecessary extensions, and ensure a stable internet connection (minimum 5 Mbps recommended). Try a different browser or the mobile app. If issues persist, check our status page or contact support with your browser version and a screenshot of any error messages.
How do I download my trading history or statements?
Go to Account → Reports → Trade History or Account Statement. Select your date range and export as CSV or PDF. Monthly statements are also emailed automatically to your registered address. Tax reporting is your responsibility — we provide transaction records to assist your records.
Is there a mobile app?
Yes. Download the Paultrix Android or iOS app directly from our website at /apps. Follow the short install guide to allow installation from an unknown source, then log in with the same credentials as the web platform. The app supports full trading, deposits, withdrawals, charting, and push notifications for price alerts and account events.
Fees & Charges
Spreads, swaps, commissions, and inactivity · 5 questions
Does Paultrix charge commissions?
Most instruments are commission-free — the spread is the primary cost. Certain products such as single-stock CFDs may carry a small commission per side, displayed in the instrument specification before you trade. VIP accounts receive the tightest spreads and lowest or zero commissions on eligible products.
What are overnight (swap) fees?
Swap fees (also called rollover or financing charges) apply when a CFD position is held past the daily rollover time. Rates vary by instrument and direction — long and short positions may have different rates. Current swap rates are shown in the instrument details and updated daily.
Are there inactivity fees?
An inactivity fee may apply if no login or trading activity occurs for 12 consecutive months and the account holds a balance. The fee is deducted monthly until activity resumes or the balance reaches zero. Demo accounts are not subject to inactivity fees.
Do you charge for currency conversion?
Deposits or withdrawals in a currency different from your account base currency are converted at the live interbank rate plus a conversion spread (typically 0.5%). You can see the applied rate before confirming a deposit or withdrawal in the Wallet section.
What is the stop-out level?
The stop-out level is the margin threshold at which open positions are automatically closed to prevent your balance from going negative. The default stop-out is 50% margin level, but this may vary by account type and jurisdiction. Monitor your margin level in the account summary bar at all times when trading leveraged products.