Documents in multiple languages may be accepted. Language support can depend on the document type, issuing country, document quality and the Verification flow shown for your profile.
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 check whether my document language is supported?
Open the Verification flow in the FXTRADING.com Client Portal.
Select the issuing country and document type.
Upload the original document when the flow accepts it.
Read any language or translation message displayed.
Language support is based on the specific language and the current verification flow. If the flow requests a translation, follow the requirements below.
What should I do if the language is not supported?
Provide both:
the original document; and
a notarized English translation.
The translation should contain:
clear and complete translated text;
the translator's full name and signature;
the notary's full name and signature; and
the official notary seal or stamp.
Which translation methods are not accepted?
Do not submit:
a self-translation;
a translation created by editing the original image;
a machine-translated screenshot;
an unofficial summary of the document; or
a translation without the original document.
Which document should I use for a selfie or liveness step?
Use the original identity document requested by the Verification flow in the Client Portal, not the translated copy, unless the secure flow gives a different instruction.
What if my document is rejected without a clear reason?
Open the Verification flow and check the recorded reason. If the reason is blank, the correct document category is unavailable, or a valid local document cannot be uploaded or reviewed, contact our Customer Support Team through the Service Hub in your Client Portal.
Do not repeatedly upload the same file without understanding the recorded issue, Submit identity documents only through the Verification flow in the Client Portal.