This guide explains the current policy and process for changing the email address linked to your FXTRADING.com Client Portal.
What if I cannot continue or resubmit verification?
Use the Verification flow in your Client Portal for Proof of Identity (PoI), face or liveness verification, and Proof of Address (PoA). Follow the instructions shown there.
If the Verification flow no longer allows another submission, sign in to the Client Portal.
Open Service Hub from the left-hand navigation.
Select Create Ticket.
Choose Verification.
Ask the Customer Support Team to reset or reopen your Verification flow. Include the verification step and the exact message shown.
Do not attach or upload copies of your identity document or Proof of Address to this ticket. Do not send them through email or Live Chat. If FXTRADING.com specifically asks for other additional supporting evidence, upload only those requested supporting documents through the Verification ticket. After the flow has been reset, return to the Verification section in the Client Portal and complete the requested identity, face or liveness, or address-verification step there.
How do I change my registered email address?
Use the same registered-email process whether your identity verification is still in progress or has already been completed.
If you can sign in to the Client Portal
Sign in to the Client Portal.
Select Security from the left navigation.
Find Email Address and select Update on the right.
Follow the on-screen security checks and confirm the new email address.
If the old registered email cannot be used to sign in, but you can still access its mailbox
Email [email protected] from the old registered email address. State the old registered email, the new email you want to use, and that the old email cannot be used to sign in to the Client Portal for self-service. Our Customer Support Team will review the request and explain the next secure step.
If you can no longer access the old mailbox
Email [email protected] from an accessible email address. State the old registered email, the new email you want to use, and that you cannot access either the old mailbox or the Client Portal. The request will require an enhanced account-recovery review.
Identity and account checks
Before any change is made, we may require identity verification, including a face or liveness check. We may also verify account information, including but not limited to your trading account number, most recent deposit amount, approximate account balance, recently traded instruments, approximate account-opening date, and which authenticators were linked and when.
Do not attach identity documents or Proof of Address to an ordinary email. If documents, face or liveness verification, or another check are required, follow only the secure process provided by our Customer Support Team. Never send a password, one-time code, full card number, card security code, PIN, private key or recovery phrase. Provide only the information requested through the method specified by the team. The email address can be changed only after the required checks have been completed.
Important considerations when updating your email
Linked trading accounts: After your Client Portal email address is updated, all related trading accounts remain linked to your existing profile. You do not need to take any additional action to transfer account history or balances.
Manual profile transfer: You may register a new Client Portal profile with a different email address. However, trading accounts cannot be transferred between two separate Client Portal profiles. To keep your existing trading history, use the email-change process above instead of registering a new profile.