Account management FAQs

Find out everything you need to know about managing your City Index trading account with our handy FAQs on logging in, changing password, deposits, withdrawals, statements and more. 
Account management
Account management
  1. How do I log in to my trading account?
  2. I am unable to log in to my trading account
  3. I forgot my username and password. How do I retrieve them?
  4. How do I change my password (Live trading accounts only)?
  5. I received a password resest email that I didn't request. What should I do?
  6. I received a password reset confirmation email but didn't change my password. What should I do?
  7. How do I reactivate my trading account?
  8. How do I update my personal details on my trading account?
  9. Can I view statements and my trading account history?
  10. Will I receive contract notes and statements of my trading account?
  11. I've opted in to receive my contract notes and statements by email, why am I not receiving them?
  12. Can I send copies of my contract notes to my Compliance Officer?
  13. Do you send out yearly statements for CFD trading accounts?
  14. Can I nominate someone else to trade on my account?
  15. How do I close my trading account?

How do I log in to my trading account?

When you created your trading account, you will have chosen a username and password. We will have sent both details to you in separate emails.

Use these details to log in to Web Trader, our web-based platform, or mobile trading apps. One set of login details will give you access to all the platforms your account supports. If you opened a MetaTrader account, you will have received separate log in details.

To log in on Web Trader, click here. To log in on our mobile trading apps, simply open the application and enter your details when prompted.

To log in to My Account, your trading account management portal, click here.

I am unable to log in to my trading account

If you have entered your password incorrectly five times, your trading account may be locked. Please request to reset your password using the password reset link.

If you have not accessed your trading account for 24 months or more, you will need to reactivate it. You can reactivate your account here.

I forgot my username and password. How do I retrieve them?

If you forgot your username, please contact us for assistance. If you forgot your password, please click here and fill in your username and email. You’ll then receive an email with a link to reset your password.

How do I change my password (Live trading accounts only)?

If you wish to change your password, you can do so from within My Account by clicking the ‘Profile’ tab and then ‘Change Password’ on the left side of the page. 

I received a password resest email that I didn't request. What should I do?

If you’ve received a password reset email that you didn’t request, your trading account may have been compromised, so please contact us immediately.

I received a password reset confirmation email but didn't change my password. What should I do?

If you’ve received an email confirming that your password has been changed and you didn't change it, someone may have fraudulently accessed your account, if so please contact us immediately. 

If you’re unable to contact us immediately, please secure your trading accounts by changing your email account password right away. Then use the forgotten password functionality to reset your password.

How do I reactivate my trading account?

If you have not used your trading account for 24 months, it will become inactive. To reactivate your account, you simply need to complete our short online Account Reactivation Form to ensure we have your latest contact details and can reassess your trading experience.

After you submit the short form, a member of our Trading account management team will be in touch to let you know if we need anything further from you or to let you know when your trading account has been reopened.

If you have any questions or need to discuss any aspect of your trading account, please call us on:

Local: +65 6826 9988

How do I update my personal details on my trading account?

If you wish to update your email address, you can do so from within the trading platform by clicking on the 'My Account' tab in the top right corner.

You can also request a name or address change in ‘My Account’, for which you will need to provide supporting documents. Alternatively, contact our Client Support team.

 Type of Change  Required documents
 Name  Proof of Name Change (such as Deed Poll, Marriage Certificate, Driver’s Licence) 
 Address  Proof of your updated address (issued within the last 6 months) such as a recent copy of your Utility Bill, Bank Statement or Statement/Contract note from any broker 
 Contact number/Email  No supporting document required

Can I view statements and my trading account history?

You can view previous statements via the 'Statements and Contracts' tab on the trading platform. Please select the icon in the top right corner of the trading platform and continue to select 'Platform Settings' on the drop-down menu. From here, the sidebar on the left-hand side will provide an option to select 'Statements and Contracts'.

Please note that you can edit your search history by selecting the 'History Start date' and 'History End Date' options. You can export your data to Excel by selecting the Excel sign at the bottom of your screen. The account history search is limited to a maximum of 400 entries.

Will I receive contract notes and statements of my trading account?

Yes, we will send you contract notes each time a trade takes place on your trading account, and statements will be sent monthly by default. If you wish to change the frequency of your statements, please contact our client support team

I've opted in to receive my contract notes and statements by email, why am I not receiving them?

If you’re not receiving your contract notes and statements by email, please log in to MyAccount and ensure your email address is correct and up to date. Your contract notes and statements are also available to view in the trading platform (See question 9 for Can I view statements and trading account history). 

Can I send copies of my contract notes to my Compliance Officer?

Yes, you can. You will need to contact our client support team to make the request and provide us with your compliance officer's contact details. We will require: 

  • Employer's name 
  • Contact name 
  • Compliance department email address 

Do you send out yearly statements for CFD trading accounts?

No. However, clients can download their account history for a chosen time frame (see question 9 for Can I view statements and my trading account history).

Can I nominate someone else to trade on my account?

Yes, it’s possible; please contact our Client Support team to find out more.

How do I close my trading account?

To close your trading account, please send the closure request from your registered email address to [email protected]. Please make sure that you have withdrawn all funds and closed all positions and orders before sending your closure request.