FAQ
Account
Q No mail has arrived with Login ID and Password…
Q No mail has arrived with Login ID and Password…
All approved account holder will receive a Customer ID and user password BY E-MAIL.
There is a possibility that the mail from us has been taken as a spam and filtered.
Please change the E-mail setting so that your mail account may receive the mails with domain "infinity-space.com".
Q How much is the maintenance fee for an account?
We charge you nothing to maintain your account with us.
Q What is the cost for opening an account?
You can open an account for free.
Trading
Q Why the margin requirement gets as 3 times high as usual at weekends, yearend, etc?
Because there have been many cases that large fluctuation of rates was seen
when the interbank got started at the market opening like after weekend break or holiday break.
Q What is Margin Call?
A notification that more funds must be deposited into an account because the value of
the account has fallen below the minimum margin needed to cover the size of existing positions.
On our terms, when equity gets less than used margin, the account goes into Margin Call situation
and all the existing position on that account get closed automatically.
Q When do you update margin requirements?
Margin requirements is updated every Monday. It is also changed 3 times higher
at certain point from the last two hours before the interbank closes in the NY.
It may also be changed when exchange rate greately fluctuates.
Q What is your trading time?
You can trade from Wellington opening till NYCL closing at the weekend.
Q Can I change my Username (Login ID)?
We are afraid that Username (Login ID) CANNOT be changed.
Q I forgot my password. What should I do?
Please click "Forgot My Password" in the start up window of FX Troll.
A new password will be sent to your registered e-mail address .
Q I forgot my Username (Login ID). What shall I do?
Please contact us by your registered e-mail at help@infinity-space.com
and we will resend your Username (Login ID) back to you.
Please note that you will be asked to submit identification document(s) for confirmation.
Q What is Roll-Over?
Roll-Over means "Extending the settlement value date on an open position to the next trade date".
In general, settlement in foregin exchange market is in 2 working days after the trading, however,
in the foreign exchange margin transactions, the position will be rolled over automatically till it get closed.
Q Where can I see the Swap Points?
You can check the swap point on our homepage. The swap information is daily updated.
Also the applicable swap point for currently open position can be seen in the open position window at FX TROLL platform
Q When is the swap point applied?
The swap point is applied when the position is rolled over.
Q Please let me know your commission structure.
No commission on any trading transaction will be charged.
Deposit&Withdrawal
Q Is it possible for you to make wire transfer for withdrawal
to other bank account than my registered bank account?
Possible, however, we requests another submissino of your identification document for verification.
Please take a look at our "Deposit and Withdrawal" webpage for more detail.
Q Does it cost a transfer fee when I deposit or withdraw?
Transfer fee is required at the time of deposits and withdrawals
Please note fees will be borne by customer when making both deposit and withdrawal transfer.
Q If I made a deposit from the bank, how long will it take?
In case of bank remittance, it will be reflected approximately in 1-3 business days.
Please note that it will also depends on the bank used for transfer.
Q Is there a limit on the amount when withdrawing my funds?
The withdrawal amount does not have upper limit.
However, please note that the minimum withdrawal amount will be 10,000 yen.
When less amount is required, there is a case that the amount may result in negative
after charged wire fee at financial institutions and the requirement can't be processed.
Q Demo Account and Demo Trading
It is not available to trade at weekends (neither is when market is closed).
All trading activity is unavailable while the market is not open.
Q How long is the demo account valid?
Demo account is valid for 30 days from the date you registered.
Though your Demo account is expired, you can register again for another.
Q Please tell us the time available for trading on demo system.
It is available from market opening on Monday until market closing at the weekend.
However, when the market is closed or in the maintenance,
trading on Demo system will not be available.
Q I forgot my password for my Demo account. What should I do?
Please click "Forgot My Password" at the start up window of FX Troll.
A new password will be sent to e-mail address registered when opening your Demo account.
Inquiry Form
If you have any question which is not included in above,
please fill in all the required fields and
complete the inquiry form below.
Our Customer Support team will reply to you shortly.
※Corresponding e-mail will be sent directly to the E-mail address that you fill in.
※It may take us some time to get back to you depending on question.
