Frequently Asked Questions (FAQ) on XTB

Account

How to change the phone number

To update your phone number, log in to the Account Management page - My Profile - Profile Information.

For security reasons, you will need to perform some additional verification steps to change your phone number. If you are still using a phone number registered with XTB, we will send you a verification code via text message. The verification code will allow you to complete the phone number update process.

If you no longer use the phone number registered with the exchange, please contact our Customer Support Center ( https://www.xtb.com/vn/why-xtb/contact ) for assistance and more specific instructions.
 

What types of trading accounts does XTB have?

At XTB, we only offer  01 account type: Standard.

On  a Standard account, you will not be charged trading fees (Except for Share CFDs and ETFs products). However, the buying and selling difference will be higher than the market (Most of the trading floor’s income comes from this buying and selling difference of customers).

Can I change my trading account currency?

Unfortunately, the client can’t change the currency of the trading account. However, you can create up to 4 child accounts with different currencies.

To open an additional account with another currency, please log in to the Account Management Page - My Account, in the upper right corner, click "Add Account".

For non-EU/UK residents who own an account at XTB International, we only offer USD accounts.
 

Which countries can customers from open accounts at XTB?

We accept customers from most countries around the world. 
  
However, we cannot provide services to residents of the following countries:

India, Indonesia, Pakistan, Syria, Iraq, Iran, USA, Australia, Albania, Cayman Islands, Guinea-Bissau, Belize, Belgium, New Zealand, Japan, South Sudan, Haiti, Jamaica, South Korea, Hong Kong, Mauritius, Israel, Turkey, Venezuela, Bosnia and Herzegovina, Kosovo, Ethiopia, Uganda, Cuba, Yemen, Afghanistan, Libya, Laos, North Korea, Guyana, Vanuatu, Mozambique, Congo, Republic of the Congo, Libya, Mali, Macao, Mongolia, Myanmar, Nicaragua, Panama, Singapore, Bangladesh, Kenya, Palestine and the Republic of Zimbabwe.

Customers residing in Europe click XTB CYPRUS.

Customers residing outside the UK/ Europe click XTB INTERNATIONAL.

Customers residing in MENA Arab countries click XTB MENA LIMITED.

Customers residing in Canada will only be able to register at the XTB France branch: XTB FR.
 

How long does it take to open an account? 

After completing your information registration, you need to upload the required documents to activate your account. Once the documents are successfully verified, your account will be activated.

If you do not need to supplement the required documents, your account will be activated just a few minutes after your personal documents are successfully verified.
 

How to close an XTB Account?

We’re sorry that you want to close your account. You can send an email requesting account closure to the following address:

sales_int@ xtb.com

XTB will then proceed to fulfill  your request.

Please note that XTB will reserve your account for 12 months from the last transaction.
  

I can not log in

If you are having difficulty logging into your account, you should try some  of the following steps before contacting XTB support: 

• Make sure the Email or ID you enter is correct.
• Try resetting your password - you can click "Forgot password" on the Station login page or Account Management Page. After reinstallation, all trading accounts you have will use the password you just created.
• Check your network connection.
• Try signing in on your computer or phone.  

If after following the steps above, you still can’t log in, please don’t hesitate to contact us.
 

How to change personal information?

To update your personal information, you need to log in to the Account Management page, section My Profile - Profile Information.

If you cannot log in, please reset your password.

In case you have updated your password but still can not log in, you can contact the Customer Support Center to update your information.
 

How to secure my data?

We commit that XTB will do everything in its power to ensure the highest safety for your data. We also point out that most cybercriminal attacks are aimed directly at customers. That’s why it’s important to follow the basic safety rules listed and described on the internet security page.

Securing your login data is especially important. Therefore, you should follow the following principles:

• Do not share your login and/ or password with anyone and do not save it in your mailbox.

• Change your password regularly and always remember to set it sufficiently complex.

• Do not use duplicate passwords for different systems.

Verification

Why should I provide supplementary certificate information?

In rare instances where your selfie does not match the ID documents you submitted, additional documents may be required for manual verification. Please be aware that this process can take several days. XTB employs thorough identity verification measures to safeguard user funds, so it’s crucial to ensure that the documents you submit meet all specified requirements during the information-filling process.
 

Functions of the Account Management page

The XTB Account Management page is the hub where customers can manage their investment accounts, and deposit, and withdraw investments. On the Account Management page, you can also edit your personal information, set notifications, send feedback, or add additional registration to your bank account for withdrawal purposes.
 

How to submit a complaint?

If you encounter difficulties in any of XTB activities, you have the right to submit a complaint to us.

Complaints can be submitted using the form on the Account Management page.

After entering the Complaints section, please select the issue you need to complain about and fill in all required information.

According to the regulations, complaints will be processed no later than 30 days from the date of submission. However, we always try to respond to complaints within 7 working days.
 

Deposit

What transfer method can I use?

You can deposit funds via a variety of methods;

• UK Residents - bank transfers, credit and debit cards

• EU Residents - bank transfers, credit and debit cards, PayPal and Skrill

• MENA Residents - bank transfers and debit cards

• For Non-UK/EU Residents - bank transfers, credit and debit cards, Skrill, and Neteller

How fast will my deposit be added to my trading account?

All deposits except for bank transfers are instant and you will see this reflected in your account balance immediately.

Bank transfers from the UK/EU are normally added to your account within 1 working day.

Bank transfers from other countries can take from 2-5 days to arrive, depending on the country you send money from. Unfortunately, this depends on your bank and any intermediary bank.
 

Cost of receiving/transferring shares

Transfer stocks from other brokers to XTB: We do not charge any fees when you transfer stocks to XTB

Transfer shares from XTB to another broker: Please note that the cost of transferring shares (OMI) from XTB to another exchange is 25 EUR / 25 USD per ISIN, for shares listed in Spain the cost is 0.1% of the share value per ISIN (but not less than 100 EUR). This cost will be deducted from your trading account.

Internal stock transfers between trading accounts at XTB: For internal transfer requests, the transaction fee is 0.5% of the total value calculated as the purchase price of the shares per ISIN (but not less than 25 EUR / 25 USD). The transaction fee will be deducted from the account the shares are transferred to based on the currency of this account.
 

Is there a minimum deposit?

There is no minimum deposit to start trading.
 

Do you charge any fees on deposits?

We do not charge any fees on depositing money via bank transfer, or credit and debit cards.

• EU Residents - no fee for PayPal and Skrill.

• For Non-UK/EU Residents - 2% fee for Skrill and 1% fee for Neteller.

Trading 

Trading Platform at XTB

At XTB, we offer only one trading platform, xStation - developed exclusively by XTB.

From April 19, 2024, XTB will stop providing trading services on the Metatrader4 platform. Old MT4 accounts at XTB will be automatically transferred to the xStation platform.

XTB does not offer ctrader, MT5, or Ninja Trader platforms.
 

Market news update

• Latest news from financial markets and the world

• Market analysis and strategic pricing milestones

• In-depth commentary

• Market Trends - Percentage of XTB clients who are open Buy or Sell positions on each symbol

• Most volatile - the stocks that are gaining or losing the most in price over a selected time

• Stock/ETF Scanner - use the available filters to select the stocks/ETFs that best suit your requirements.

• Heatmap - reflects an overview of the stock market situation by region, the rate of increase and decrease in a predetermined period.

xStation5 - Price Alerts

Price Alerts on xStation 5 can automatically notify you when the market reaches key price levels set by you without having to spend all day in front of your monitor or mobile device.

Setting price alerts on xStation 5 is very easy. You can add a price alert simply by right-clicking anywhere on the chart and selecting ’Price Alerts’.

Once you have opened the Alerts window, you can set a new alert by (BID or ASK) and a condition that must be met to trigger your alert. You can also add a comment if you wish. Once you have successfully set it up, your alert will appear on the list of ’Price Alerts’ at the top of the screen.

You can easily modify or delete alerts by double-clicking on the price alert list. You can also enable/disable all alerts without deleting them.

Price alerts effectively assist in managing positions and setting up intraday trading plans.

Price alerts are only displayed on the xStation platform, not sent to your inbox or phone.

What’s the minimum amount I can invest in a real share/ stock?

Important: Shares and ETFs are not offered by XTB Ltd (Cy)

The minimum amount you can invest in a stock is £10 per trade. Real Shares and ETFs investing is 0% commission equivalent up to €100,000 per calendar month. Investments at or above €100,000 per calendar month will be charged a 0.2% commission.

If you have any further questions please do not hesitate to contact a member of our sales team at +44 2036953085 or by emailing us at [email protected].

For any non-UK clients, please visit https://www.xtb.com/int/contact select the country you have registered with, and contact a member of our staff.

XTB offers a wide range of educational articles teaching you all you need to know about trading.

Start your trading journey now.
 

Do you charge an exchange rate for trading shares valued in other currencies?

XTB has recently introduced a new feature, Internal Currency Exchange! This feature allows you to easily transfer funds between your trading accounts denominated in different currencies.

How does it work?

• Access Internal Currency Exchange directly through the "Internal Transfer" tab within your Client Office.

• This service is available to all clients

• To utilize this service, you’ll need a minimum of two trading accounts, each in a different currency.

Fees

• Each currency exchange will incur a commission charged to your account. The rate will vary:

  • Weekdays: 0.5% commission

  • Weekends Holidays: 0.8% commission

• For security purposes, there will be a maximum transaction limit equivalent to up to 14,000 EUR per currency exchange.

• Rates will be displayed and calculated to 4 decimal places for all currencies.

T and Cs

• You’ll be notified if a significant exchange rate fluctuation occurs, requiring you to confirm the transaction again or restart the process.

• We have implemented a verification mechanism to ensure this service is used for legitimate trading purposes. In rare cases where misuse is suspected, the team may restrict access to internal currency exchange for your account.

What are rollovers?

Most of our Indices and Commodities CFDs are based on future contracts.

Their price is very transparent, but it also means they are subject to monthly or quarterly ’Rollovers’.

The future contracts we price our Indices or Commodities markets on normally expire after 1 or 3 months. Therefore, we must switch (rollover) our CFD price from the old contract to the new futures contract. Sometimes the price of old and new futures contracts are different, so we must do a Rollover Correction by adding or deducting a one-time-only swap credit/charge on the trading account at the rollover date to reflect the change in market price.

The correction is completely neutral for the net profit on any open position.

For example:

The current price of the old OIL future contract (expiring) is 22.50

The current price of the new OIL future contract (to which we switch the CFD price) is 25.50

Rollover Correction in swaps is $3000 per lot = (25.50-22.50) x 1 lot i.e. $1000

​If you have a long position - BUY 1 lot of OIL at 20.50.

Your profit before rollover is $2000 = (22.50-20.50) x 1 lot i.e. $1000

Your profit after rollover is also $2000 = (25.50-20.50) x 1 lot - $3000 (Rollover Correction)

​If you have a short position - SELL 1 lot of OIL at 20.50.

Your profit before rollover is -$2000 =(20.50-22.50) x 1 lot i.e. $1000

Your profit after rollover is also -$2000 =(20.50-25.50) x 1 lot + $3000 (Rollover Correction)
 

What leverage do you offer?

The type of leverage you can get at XTB is dependent on your location.

UK Residents

We onboard UK clients to XTB Limited (UK), which is our FCA-regulated entity.

EU Residents

We onboard EU clients to XTB Limited (CY), which is regulated by the Cyprus Securities and Exchange Commission.

In the UK/Europe under current regulations, leverage is restricted to a maximum of 30:1 for ’retail classified’ clients.

Non-UK/EU Residents

We only onboard non-UK/EU residents to XTB International, which is solely authorized and regulated by the IFSC Belize. Here you can trade with leverage up to 500:1.

MENA Region Residents

We only onboard Middle East and North African residents to XTB MENA Limited, which is authorized and regulated by the Dubai Financial Services Authority (DFSA) in the Dubai International Financial Centre (DIFC), in the United Arab Emirates. Here you can trade with leverage up to 30:1.
 

Inactive Account Maintenance Fee

Like other brokers, XTB will charge an account maintenance fee when a client has not traded for 12 months or more and has not deposited money into the account in the last 90 days. This fee is used to pay for the service of constantly updating data on thousands of markets around the world to the client.

After 12 months from your last transaction and no deposit within the last 90 days, you will be charged 10 Euros per month (or the equivalent amount converted to USD)

Once you start trading again, XTB will stop charging this fee.

We do not want to charge any fees for providing customer data, so regular customers will not be charged this fee.

Withdrawal

Where can I check the status of my withdrawal order?

To check the status of your withdrawal order, please log in to Account Management - My Profile - Withdrawal History.

You will be able to check the date of the withdrawal order, the withdrawal amount as well as the status of the withdrawal order.
 

Change bank account

To change your bank account, please log in to your Account Management page, My Profile - Bank Accounts.

Then click the Edit icon, complete the required info, and motion, and upload a document confirming the bank account holder.
 

Can I transfer funds between trading accounts?

Yes! It is possible to transfer funds between your real trading accounts.

Fund transfer is possible both for trading accounts in the same currency and in two different currencies.

🚩Fund transfers between trading accounts in the same currency are free of charge.

🚩Fund transfers between trading accounts in two different currencies are subject to a fee. Each currency conversion involves charging a commission:

• 0.5% (currency conversions performed on weekdays).

• 0.8% (currency conversions performed on weekends and holidays).

More details about commissions can be found in the Table of Fees and Commissions: https://www.xtb.com/en/account-and-fees.

To transfer funds, please login to the Client Office - Dashboard - Internal transfer.

Select the accounts between which you would like to transfer money, enter the amount and Continue.

Understanding XTB: Common Questions Addressed

The Frequently Asked Questions (FAQ) section on XTB is designed to provide quick and comprehensive answers to common queries, ensuring a seamless user experience. Covering a wide range of topics, the FAQ section addresses everything from account setup and verification to trading features and platform functionalities. It also provides detailed information on deposits, withdrawals, and fees, helping users manage their finances with confidence. Additionally, the FAQ includes troubleshooting tips for common technical issues, ensuring that any problems can be resolved swiftly. With clear, concise answers and a user-friendly layout, the XTB FAQ section is an invaluable resource for both new and experienced traders, offering easy access to the information you need to make informed decisions and navigate the platform effectively.