Frequently asked questions

Complete the form on the Create account page: first name, last name, e-mail and telephone number. It takes under two minutes, costs nothing, and a personal manager calls you within 24 hours to complete verification and walk you through what happens next.

You must be at least 18 and legally able to enter contracts. You will also need a valid identity document and, for withdrawals, a payment destination in your own name. No professional trading experience is required at any point.

Yes. The dashboard and every account function work on mobile browsers, and strategy changes, reports and withdrawal requests can all be made from a phone. The layout adapts down to small screens; nothing is desktop-only.

One account per person, unless we agree otherwise in writing for a specific reason. Multiple accounts complicate verification and monitoring for everyone, including you.

Account opening, maintenance and custody are free, and there is no monthly fee. Trading carries a commission of up to 0.58% per transaction, spreads on FX instruments start at 0.8 pips, and currency conversion costs up to 1.50% where it applies. Deposits and withdrawals are free of platform charges. The full tables are on the Fees page.

Every trade shows its applicable commission on the confirmation screen before you approve it, and every statement lists the realised costs line by line. If a figure ever differs between the screen and the statement, that is a support case, and we will reconcile it.

No. Trading carries genuine risk, including the loss of your entire deposit, and no algorithm, strategy or manager changes that. Anyone who guarantees you trading profits is not being honest with you, and you should treat the promise itself as the warning.

Market scanning, signal generation and trade execution run continuously without your involvement. What stays with you is the choice of strategy, the exposure limits, and every decision about depositing and withdrawing. Automation replaces the screen-watching, not your control.

Yes. You set the instruments to scan, activate ready-made strategies or configure your own rules with your manager, and you can change or pause any of it. The engine follows your settings; it never invents its own mandate.

You choose what you are alerted about: strategy pauses, venue disconnects, completed withdrawals, new-device logins and more. The reporting schedule is also yours to set, from weekly summaries to monthly statements.

Yes. Alerts, specific markets and individual strategies can each be enabled or disabled independently, so the platform can be as active or as quiet as you want it to be.

Yes. Cryptoassets, shares and currencies all fall as well as rise, sometimes sharply, and you can get back less than you invested up to the full amount. Read the Risk disclosure page before your first deposit, and commit only money whose loss would not change your life.

The volatility controls can pause trading in extreme conditions and the engine applies your limits consistently, which reduces some operational and emotional risks. It does not eliminate market risk: a strategy can lose money for as long as conditions go against it, exactly as a manual one can.

Client money and custody sit with the executing third-party institutions, and eligibility for any UK protection scheme depends on the provider, the asset class and the scheme rules. Digital assets are generally not covered by the FSCS. Ask your personal manager which arrangements apply to your account before you deposit.

Nine layers, described in full on the Security page: two-factor authentication, encryption in transit and at rest, anti-phishing measures, login alerts, device and session management, verified account recovery, scoped API keys, a full audit trail and a defined incident process. Most of it works quietly in the background from day one.

Execution and custody are provided by licensed third-party institutions, not by the platform itself. Your dashboard states which venue holds your positions, and the Licenses page explains the division of responsibilities in plain words.

Write to support from your registered e-mail address. Recovery always involves a verified identity check, sometimes a call to your registered number, and takes up to one working day. The friction is deliberate: it is what stops an impostor from recovering your account faster than you can.

Our messages come only from @fexenvance.org addresses, never ask for passwords or one-time codes, and never pressure you to act in minutes. The Fraud warning page lists the checks that catch nearly every attempt in under a minute.

Tell us. Technical issues, unclear settings or a feature you cannot find: write to [email protected] and a specialist replies, usually within one working hour. If money is at immediate risk, telephone first and say "security".

Contact your personal manager first; they know the configuration of your account and can walk through any screen with you on a call. For anything they cannot resolve, the support desk takes over with the same reference number, so you never restart the explanation.

Follow the Complaints procedure: an e-mail with "Complaint" in the subject starts a logged case with a reference number, an acknowledgement within one working day and a reasoned written response. Complaining never affects the service you receive.

All in the Documents menu: Terms of Use, Privacy Policy, Risk disclosure, AML/KYC policy, Complaints procedure, Withdrawal policy, Fees and the Fraud warning. Each is written to be read, not skimmed past a cookie wall.

Yes. Under the Privacy Policy you can request access to the personal data we hold, and your statements, audit trail and transaction history are downloadable from the dashboard at any time without asking.

Policies are updated as law and the service change, always with the revision date on the page, and material changes affecting existing users are announced by e-mail at least 14 days before they take effect.

The call comes within 24 hours on working days. If it has been longer, check the number you entered for a typo and then write to [email protected]; a missed call is a scheduling error we fix the same day, not a policy.

Three pages: the Risk disclosure, the Fees page and Getting started. Together they take perhaps twenty minutes and cover everything your first week will ask of you.