FAQs

Trustful offers a variety of payment methods including credit and debit cards, e-Wallets, Bank Wire transfers and local payment solutions.

You should note that we do not accept cash deposits.

You can find full details on your transactions in MyFXTM by following the steps below.

• Go to ‘Transaction History’.
• Find the relevant transaction.
• Click on the transaction ID number.

Limits are set by the payment providers individually. The minimum/maximum for each method can be found in dashboard.

All acceptable currencies are outlined on our Deposits and Withdrawals page.

We reimburse 100% of any charges on all deposits.

Trustful Dashboard is your personal gateway within Trustful where you can open trading accounts, download trading platforms, upload your verification documents, deposit and withdraw funds, sign up for webinars and much more.

You can register Here

• Click on the above link
• Enter your information.
• Click ‘Register Now.’

If you receive this message then it means that your number or email was already used to register with Trustful

If you’ve forgotten your password, you can follow the steps to creating a new password here.

You should note that you are only allowed to open one Trustful account. You can open additional trading accounts and access other products and services in dashboard.

In the email you received shortly after your registration. If you didn’t receive this email, please use the password reset service.

You can reset your password in 3 simple steps:

• Enter your ID or email
• Enter PIN
• Enter new password.

Please make sure that you keep your password in a safe place and do not disclose it to any third parties.

You can change your password in 3 simple steps:

• Request PIN
• Enter PIN
• Enter new password.

You can amend the name by sending us an email to support@Trustful.com explaining why you wish to change it and attaching a copy of your identity document. We will then contact you regarding the status of your request.

To change your email address or phone number, please access your User Profile page in Dashboard, click ‘Change’ under the ‘profile’ column and follow the steps.

You can amend your residential address by sending us an email with a copy of your proof of residence document attached. We will then update your profile.

You can find details on acceptable proof of residence documents here.

To customise your subscriptions, visit the Manage Subscriptions page in dashboard. Please note, you will not be able to unsubscribe from required communication regarding your trading activity.

Once you become a verified client, you will have access to all of Trustful’s products and services. Verify your profile by uploading clear colour copies (mobile photo or a scan) of the following documents:

1. Proof of identity – passport, national identity card or driving license. if your identification document also states your correct residential address, then an additional proof of address document may not be required.
2. Proof of address – bank/card statement or utility bill, issued no longer than 6 months ago. Examples of documents which can be provided are:

• Water/gas/electric/internet/telephone bill.
• Residency certificate.

Please check the following before uploading:

• That the size of your document does not exceed 25MB.
• That the file is in one of the following formats: gif, jpg, tiff, png, doc, docx and pdf.

If the error message persists you can send your documents to support@Trustful.com.

Once you upload all your documents, it can take up to 10 minutes during working hours to 24 hours to verify your profile.

You have the following options:

• If the ID document that you have already uploaded states your current address, then no other document is required.
• You can provide a bank/card statement, residency certificate, mobile phone bill or tenancy contract.
• You can provide an additional ID document stating your current address.
• You can also provide us with a Proof of Residence document that is issued in the name of your landlord, parent or spouse. Please specify whose name the Proof of Residence document is in when uploading the document to dashboard.

If the error message persists you can send your documents to support@Trustful.com.

Wallets are created automatically when you open an account and can be used to make deposits, withdrawals and internal transfers to and from your trading accounts in different currencies, or to invest.

All registered clients.

• Open the Deposits page within the My Money section in dashboard.
• Choose your preferred deposit method and click ‘Deposit’.
• Select the account or wallet you wish to deposit funds into and complete the necessary fields.
• Confirm your deposit details in the next page.

Some additional steps may be asked from your payment provider. Watch our step-by-step guides on how to deposit in our How to videos.

Details on the processing time for each payment method can be found on our Deposits and Withdrawals page.

If we need to request and verify additional information then the processing time might be longer.

Please note that Trustful is not liable for any delays caused by a 3rd party payment processor.

All deposits made during the weekend/bank holidays will be processed according to the standard processing times for each payment method.

Yes, however you will need to send us an to email explaining the reason for this.

Yes you can. Simply contact Customer Support or our Back Office Department in order to correct the negative balance on your account.

After completing the steps outlined in ‘How to deposit funds into my account?’ you will be re-directed to your selected E-wallet’s website in order to approve your transaction.

Please note that some e-wallets may require additional details.

• Go the Withdraw page within the ‘My Money’ section in MyFXTM.
• Select the payment method and click ‘Withdraw’.
• Select the MyFXTM account or wallet you wish to withdraw funds from and complete the necessary fields.
• Select a reason for withdrawal and enter the PIN that was to you via email or SMS and click ‘Submit’.

Watch our step-by-step guides on how to withdraw in our How to videos.

Please note that in order to request a withdrawal your profile must be fully verified.

Withdrawals must be made in proportion to the deposits according to the payment method used. Your withdrawals must be transferred to the same card, e-wallet, bank account used for deposit.

Please note that in some cases, Credit Card withdrawals can only be made within 12months of the initial deposit.

All withdrawal requests are processed by our Back Office Department within 24 hours, however the time required for the funds to be transferred to your account will depend on the payment method used.

• Bank Wires: Between 3- 5 business days.
• Credit/debit cards: Between 3 – 10 business days.
• E – wallets: Within 1 business day.

You will need to email us an official document from the card issuer stating that the card was cancelled or lost and we will then inform you on how to proceed.

Yes, provided that you have sufficient free margin on your account to cover the withdrawal and any extra fees that may occur.

You can calculate your free margin here.

You can cancel your request in dashboard in the ‘Transaction History’ tab under the ‘My Money’ section by clicking ‘Cancel’.

• Go to the ’Internal Transfers’ page within the ‘My Money’ section in dashboard.
• Select the account you wish to transfer funds from and to, the amount and click ‘Confirm’.
• Enter the PIN received via email or SMS and click ‘Submit’.

• You can only make internal transfers between your own trading accounts
• Transfers can only be made in the currency of those accounts.
• There are no minimum/maximum limits to internal transfers.
• If you have a bonus on the account, then according to the Terms and Conditions of the bonus we may have to cancel it. If this is the case, we will send an email asking you to confirm if you want to proceed with your request.

No, all internal transfers are free.

However, if the currency between the two accounts differs then the funds will be converted based on the exchange rates on the day the funds are credited to the account.

1. Go to the Withdraw Funds page of the ‘My Money’ section in dashboard.
2. Select the IB Transfer payment method and click ‘Withdraw’.
3. Select the wallet or trading account you would like to withdraw from and deposit to and specify the amount. Then click ‘Confirm’.
4. Select a reason for withdrawal and enter the PIN sent via email or SMS. Click ‘Confirm’.

Internal transfers are processed within minutes. If you experience any delay please contact our Back Office department.

If your deposit was declined there should be an email in your inbox explaining the reasons for the decline.

You can also check the status of your deposit/withdrawal in dashboard .

Your request was possibly declined because of one of the reasons below:

• Card not active for online activity
• Payment declined by card issuer
• 3D security (Credit/Debit Card)
• Incorrect card details
• Invalid verification code (Neteller)
• System Error
• Invalid email/user name (E-wallets)
• Closed account
• Wrong account number
• Incorrect currency (Bank – wire)
• Wrong purpose of payment (Bank – wire)
• Transaction rejected by bank
• Incorrect recipient name (Bank – wire)
• Third party transfer. (Local payment)
• Invalid recipient information.
• Payment not accepted.

If you need any further clarification please contact your Account Service Manager, Customer Support or Back Office.

Your request was possibly declined because of one of the reasons below:

• Insufficient balance.
• No trading activity since last deposit.
• Incorrect details.
• Insufficient free margin to cover open positions.
• Payment method used for withdrawal is different from the one used to deposit.
• Withdrawal amount exceeds deposit amount (Credit/Debit Cards).
• Withdrawal doesn’t cover payment system charges.
• Additional information requested was not provided.
• Third-party transfer request.
• Name was written in English (China Union Pay).

If you need any further clarification please contact your Account Service Manager, Customer Support or Back Office.

If you haven’t received your funds in more than 5 business days you should email our Back Office department requesting an ARN (acquiring reference number). Your credit/debit card provider will then be able to track your withdrawal.

If you haven’t received your funds in more than 5 business days you should email our Back Office department requesting a swift copy. Your bank will then be able to track your withdrawal.

• Insufficient free margin.
• You have a bonus on your account.

Funds are deposited to your wallet in the following cases:

• You selected your wallet instead of your trading account when filling out your request.
• If you didn’t specify the trading account number in your transfer request when submitting a bank-wire.

Yes, you can find more information on the Trading Signals page.

You can start using them by following the steps below:

• Go to the ‘Trading Services’ section in dashboard and select ‘Trading Signals’.
• Select the trading instrument you wish to view scenarios on.
• Study the outlook and adjust your trading strategy.

Yes.

• After downloading and installing the EA log into your trading platform.
• Select the ‘File’ option from the toolbar and then ‘Open Data Folder’.
• Click on ‘MQL4’ and then ‘Experts’ and drag your EA to the new folder that appears.
• Restart and re-log into your platform.

A Virtual Private Server that functions independently according to your settings.

The minimum deposit required is 5,000 USD, which gives you unlimited access to our VPS service.

Select ‘Tools’ and then ‘New Order’ from within your trading platform.

Complete the required information in the new window.

• Right/Double click on the trade you wish to close.
• Once the order window opens, click ‘Close’ and then ‘OK’.
• There are no minimum/maximum limits to internal transfers.

You can view all closed positions in the ‘Account History’ tab.

Send us an Enquiry

Because of the spread and commission (for ECN and ECN MT5 account) being applied.

Your position will remain open and will be rolled over (at a swap charge) to the next trading day. You can find our swap fee rates in our Contract Specifications page.

Equity = Balance + Credit + Profit/loss + Swap + Commission

Margin = Notional value / Leverage

Example: 1 lot EUR/USD at 1:1000 Leverage:

100,000 EUR / 1000 = 100 EUR

For metals = Volume * Contract Size * Open Price / Leverage

Example: 1 lot XAUUSD: 1 * 100 * 1,263.14 / 500 = $252.63

For shares = Volume * Contract Size * Open Price * Margin %

Example: 1 lot AAPL: 1 * 100 * 42.96 * 0.04 = $171.84

Free Margin = Equity – Used Margin

Margin Level = Equity/Margin Used x 100

You can also calculate your margin level using our Margin Calculator.

0.0001 or 0.01 x notional value (depends on the currency – 4th decimal for 5 decimal currencies and 2nd for 3 decimal currencies)

Example: 1 lot of EUR/USD

0.0001 x 100,000 (1 lot= 100,000) = 10 USD.

Alternatively, you can find the value of a pip using our Pip Calculator.

Please note that pip value is always denominated in the quote currency. You can find all information on our Contract Specifications page.

We offer the cTrader, MT4 and MT5 on various desktop and mobile devices as well as on WebTrader.

You can find more information on our Trading Platforms page.

You can compare both platforms in our MetaTrader4 VS MetaTrader5 page.

No, we will continue offering both platforms.

Windows: Windows 7 and onwards.

Mac: Mac OS X and onwards.

1. Select the trading platform in the ‘Download Platforms’ section in MyFXTM and click ‘Download.
2. Save the downloaded file and double click to open.
3. Click ‘Run’ and allow the program to run.
4. Read and accept the terms and conditions
5. Click ‘Next’ to finalise the installation.

You can find your trading account number and email in the email you received after opening the account.

1. Select the ‘Login’ option in the ‘File’ menu after opening your platform.
2. Enter your account number and password.
3. Select the appropriate server and click ‘Login’.

Trustful Invest is our innovative copy-trading program. It was developed by our Research & Development Department. Trustful Invest offers the opportunity:

For Investors to follow suitable strategies and receive a portion of the profits.

For Strategy Managers to earn extra by generating profits for their Investors and receiving a profit share (%).

Investors can follow suitable traders’ strategies (Strategy Managers) and profit from the Strategy Manager’s overall growth. You can become an investor even if you have limited knowledge and experience in forex, or limited time but would still like to trade the financial markets.

Strategy Manager on ECN Zero: 200 USD/EUR/GBP

Strategy Manager on ECN MT4: 500 USD/EUR/GBP

Investor: 100 USD/EUR/GBP

Strategy Managers share their trades and can earn up to a 40% profit share when they generate profits for their Investors.

There are no limits to the potential gains you can receive with Trustful Invest. However, there is always an element of risk in trading and profit is not guaranteed.

No, there are no extra fees.

As many as you wish.

You can become an Investor by selecting a Strategy Manager and clicking ‘Invest.’ Alternatively, you can create an Investment Account in dashboard.

First, verify your profile in dashboard and then make the minimum deposit amount.

Your Strategy Manager needs to match your desired risk level and return. A Strategy Manager’s risk level is based on their maximum drawdown, aggression level and the statistics on their closed trades.

As many as you wish.

No, they can’t. Any trading activity takes place on the Strategy Manager’s account and is copied proportionally onto your investment account.

Anytime you wish. In case of open positions, deposits and withdrawals are executed during the underline instrument’s trading hours.

The formula is: % change in profit of the Strategy Manager’s account * investment amount – profit share.

The Affiliate Programme is suitable for anyone who has a strong network of online followers, either through a blog, social media platform or website.

1. Complete the registration form with proof of your online activity.
2. Fill out the questionnaire in the ‘Personal Details’ section.
3. Upload a scanned copy/photo of a valid identity document (ID) – passport, ID card, driver’s licence.

Yes, you can join regardless of the amount of websites you have and you are free to promote Trustful on as many as you wish.

Your client needs to meet the following criteria:

• Have an amount of $500 in their trading account (each deposit must be made within 30 days of the other).
• Trade the required number of lots for their Affiliate’s CPA level.
• Continuously open/close trading positions over the past 30 days.

No, there is not. As long as your client keeps trading, you keep earning.

The IB programme is for anyone with a large network of clients looking to expand their business; strategy providers, forex educators and trainers, or regional representatives.

1. Complete the questionnaire in the ‘Personal Details’ section of your IB panel.
2. Upload a valid identity document (ID) – passport, ID card, driver’s licence and a Proof of Residence document (POR).

You can start sharing your Referral link with clients as soon as you register.

Of course, just contact your Account Service Manager for more details.

One active client.

A client is considered active when he/she closes a trading position that has been open for more than 60 seconds during the payment period (payment periods range from one week to one month depending on the IB scheme). Positions can be made from any account*, on any instrument and in any lot size.

No. You still earn your rebates even if you have one client that trades a 0.01 lot.

Yes, Trustful is registered and regulated by the Financial Services Commission of Mauritius

Trading with a regulated broker ensures:

• Transparency.
• Security.
• Accountability.
• We only work with reputable financial institutions and liquidity providers.
• Strict anti-money laundering procedures.

Trustful abides by a strict regulatory framework. All client funds are held in segregated accounts in top-tier banks, ensuring that your investments are secure at all times.

We also guarantee that all necessary precautions are taken to keep your details secure. Learn more about our privacy policy here.

Paying taxes is your personal responsibility. Please reference the legislation governing your region or seek independent advice.

Only if it is required by regional legislation and/or regulations.

All documents relating to our business relationship can be found on our Account Opening Agreements page.