Support Frequently Asked Questions

Frequently Asked Questions

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Live & Demo Account Inquiries
Company Inquiries
Commission & Fees
MetaTrader
White Label
General Support Questions
Expert Advisors
Dukascopy
T3 Integration Bridge

Live & Demo Account Inquiries

Is it possible to access my live account on MT4 from different computers?
Yes, you can log in to your account from any computer that has the MT4 software installed.: My demo account has expired, how do I renew it?
Demo accounts are only active for 14 days. You are however free to download as many demo accounts as you wish.: What types of accounts does Fair Trading Technology offer?
Fair Trading Technology offers demo and live accounts to customers. These accounts are available both for retail accounts and legal entities. The Demo feed is the same as the Live feed as our T3 solution updates all information from Dukascopy.: When I downloaded the MT4 demo client the registration form that appeared on the screen was already filled with my personal data, how is this possible?
This is nothing to worry about. If you have previously installed an MT4 client the client you downloaded from our website will pull the data used when signing up for the previous client no matter where you downloaded it.: How much money will I need to get the bank guarantee?
For this, Dukascopy needs $250 000 minimum investment from the client, 20% deposited with DC, and 80% as a BG. The BG must be emitted by a well known bank.

Company Inquiries

Does FTT offer any kind of education or advice to customers?
Not currently. Our blog is for informative purposes only.: How does your VPS setup work?
Our VPS is in the same cloud (rack of servers) as our trading servers are. You can't get any closer to the Forex Market as everything is in the same place. If you are running EA's the speed to market is as fast it can be and the slippage is almost gone.: How is Fair Trading Technology regulated?
We are a technical provider, Therefore we do not need any regulated body or license. However, Dukascopy Bank is the broker and they are regulated by FINMA, Switzerland. Your funds will be deposited with Dukascopy Bank and not with Fair Trading Technology, thus, your funds will be deposited under the regulations of FINMA.: When did Fair Trading Technology launch it's services?
We launched the initial version of our platform August 25th, 2010.: What is a cloud environment?
A typical forex trade may have to go from the trader's terminal to a MetaTrader server, then to a bridge and to an ECN before reaching the market, where it is executed and then returns the same route in reverse. Fair Trading Technology's trade servers are hosted in the same location as the institutions that you trade with. The result is valuable seconds, and pips, saved on every trade.: What does Fair Trading Technology mean by transparency in trading?
Prior to the T3 Integration Bridge, traders utilising the Metatrader platform have not been able to verify that their trades are being passed onto the open ECN market. Our transparent order reporting system enables you to verify every transaction with your broker, knowing that they have reached the market, clear of any manipulation, whether you use MetaTrader or Dukascopy's Jforex client.: How long does the procedure take to become a live customer?
The processing time for an individual will take approximately one week while if it is a corporation the processing time is up to three weeks.

Commission & Fees

How is the commission charged?
Depending on the net deposit, equity and traded volume your commission will be set daily at settlement by Dukascopy. The commission can range from 48 USD to 5 USD per million traded depending on where on the scale your account is. In addition, Fair Trading Technology charges a 1 USD per lot technology fee. Read More >>: Who is charging the fee/commission?
Both Dukascopy's commission and Fair Trading Technology's technology fee are charged by Dukascopy when the trade is placed and are visible in both the MT4 and Jforex statement portfolio.: Is the Fair Trading Technology technology fee shown in the MT4?
Yes, both the Fair Trading Technology technology fee and Dukascopy commission are shown in the Live MT4 client.: What is Settlement/Auto-sync?
"Auto-sync with Dukascopy" is an update made daily by our bridge to check that your MT4 account is synced with the Dukascopy account. Since Dukascopy is the broker, where your actual funds are held, the information needs to be updated to avoid discrepancies.: When does Settlement/Auto-sync occur?
Settlement time is every evening at 22:00 to 22:15 GMT. During settlement/auto-sync it is not possible to place trades in MT4. If an order for any reason must be closed during settlement, this must be done in the Jforex client.

MetaTrader

How can I confirm that the spread is the same in MT4 and at Dukascopy?
If you run the Dukascopy JForex platform beside your MT4 platform you will see that the spreads are exactly the same.: Is it safe for me to trade with the Fair Trading Technology's MT4 platform?
Yes it is safe to trade using the FTT MT4 platform. In addition to customer support, Fair Trading Technology also deploys a surveillance team that monitors all order flow, looks for discrepancies and ensures full functionality of all components at all times. Read More >>: Where do I go to change the language setting in the MetaTrader 4 platform?
If you wish to change the language setting in the MT4 platform please go to the top-menu, go to "view" and then choose "language". Here you will be able to see and choose the language of your choice.: I want to change my password how can I do that?
First, see if you are able to locate the initial email that you received upon registering. If you are unable to find the initial email please contact customer service to recieve additional assistance.: Where can I download Fair Trading Technology's MetaTrader 4 platform?
In order to download the MT4 platform you need to register for a DEMO or LIVE account. If you are already registered, or trading, on the LIVE or DEMO site please contact the customer support and they will provide you with a link. Read More >>: Are charts available with the MetaTrader 4 platform?
Charts are available for those using the MetaTrader 4 trading platform. Traders are able to view charts in varying timeframes, technical indicators as well as candlestick views etc.: Does the Fair Trading Technology MetaTrader 4 trading platform have expert advisor's available to its users?
Clients are able to manage trades through using Expert Advisor's available in the MetaTrader 4 trading platform supplied by Fair Trading Technology.: Is it possible to switch between my MetaTrader 4 demo account and my Live trading account?
Yes, you're able to login and out of your accounts and choose the demo server when you want to login to your Demo/Live account. You even have the option to have more than one client installed at any one time.: What time zone does the MT4 platform have?
The MT4 time zone is set to GMT+1 and can not be changed.: How can I view my trading history?
Open the Terminal (press CTRL+T on your keyboard) and select 'Account History' tab. Right click to enable the context menu which will allow you to save your trading history as an .html file that can be viewed outside the trading platform.: How do I download historical data for MetaTrader?
Open MetaTrader, select Tools => History Center. Double click on the currency pair, choose time interval and press 'Download' to begin the downloading process. Read More >>: How come I only see four major currency pairs in my market watch?
Right click in the market watch window , and mark "show all". All available 32 currency pairs will be shown.: What's the best way to save all the graphs / settings - so that they are all there when I reopen MetaTrader?
Under "Charts" choose template. Here you save your own settings made to a chart. This template can be used on any chart by loading the template specific chart.: Does Metatrader show indices and commodities?
No Metatrader does not show indices and commodities.: I have a different entry price and profit/loss in the Meta Trader 4 client than in the JForex?
If you have placed multiple similar orders in the same currency pair in Meta Trader 4, for example 8 sell orders in the EUR/USD pair, the JForex client will automatically change the entry price to an average price of all entry prices shown in MT4.: When is settlement done?
Settlement time is every evening at 22:05 GMT (23:05 GMT+1).: What leverage can I use when I trade?
Dukascopy offers up to 1:100 leverage, please note that on Friday at 18:05 (GMT) the leverage is lowered to 1:30.: What is "auto-sync"?
Auto-sync will occur on your when your MT4 account is out of sync with your Jforex account. We are constantly trying to mirror your Jforex account as accurately as possible.: When will auto-sync occur?
It will occur once a day in conjunction with the daily settlement by DukasCopy.: How can the MT4 account and the Jforex be out of sync?
There are to types of out of sync types: 1. Small orders - when these are placed the MT4 does no receive enough decimals to display the exact commission. 2. Commission not final until settlement Read More >>: Why do the JForex show me another entry price and another profit/loss than MT4?
If you have placed multiple similar orders in the same currency pair in Meta Trader 4, for example 8 sell orders in the EUR/USD pair, the JForex client will automatically change the entry price to an average price of all entry prices shown in MT4.

White Label

I want to start a brokerage firm is the White Label right for me?
For everything from filling your basic needs integrating our white label solution into your existing infrastructure to advanced solutions with dedicated servers to support up to one million users, Fair Trading Technology can be customized to suit your needs. To learn more about the White Label solution please click here

General Support Questions

Are individuals from all countries worldwide allowed to trade with Dukascopy and Fair Trading Technology?
Unfortunately individuals from the following countries are not allowed to trade with Fair Trading Technology and Dukascopy as per the FATF (Financial Action Task Force)recommendations. Angola Ecuador Ethiopia Iran Pakistan North Korea Turkmenistan Sao Tome and Principe: Who do I contact when I need support?
There are two sides to this answer: If you are experiencing technical issues with the MT 4 platform you should contact our customer support. However, if you have account related questions you should direct these directly to Dukascopy as it is there that you hold an account.

Expert Advisors

How can I add an EA?
Save your expert advisors to C:"Program Files"-"FTT MetaTrader 4 Client Terminal"-"Experts" and then restart MetaTrader. The EA file should appear in the navigator window in Metatrader. To trade with that EA on a specific currency, left click it and drag it into a chart displaying that currency.: What do I do if the attached EA does not work?
Begin by checking if trading is allowed by going to 'Tools => Options => Experts tab => Allow live trading. Then make sure that the Expert Advisor button on the main toolbar is pressed. You should be able to see a smiley face in the top right-hand corner of your chart to show that the EA is active and running. If the EA still does not work after you have checked the above please contact our customer support for further assistance. Read More >>: How many EA's can I use in my MT4 client?
You can use as many as you like, you are only limited by the hardware of your system.

Dukascopy

How long does it take to deposit or withdraw money from an account?
Usually within 48-72 hours during regular business hours. Read More >>: What is the difference between Order vs. Position based systems?
The Metatrader 4 platform is a order based system and Jforex (Dukascopys trading platform) is a position based system. Please view the video to learn more.

T3 Integration Bridge

What does the T3 Integration Bridge do?
The bridge enables you to execute orders from MT4 to Dukascopy Bank or execute orders from JForex, which are automatically replicated to MT4. Both platforms can be used at the same time, allowing you to use each of platforms' strengths simultaneously.

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