Answers to Frequently Asked Questions

DotBig Personal Account

How do I sign in to my personal account?

To open your personal account, click the "Login" button and enter in the designated fields the username and password sent to the e-mail address specified during registration.

How do I get my username and first password?

When you register on the platform, your login and password will be sent to your e-mail.

How do I change/restore my password?

If you have forgotten your personal account password or just want to change it, click on the "Forgot your password?" This function is located on the login page of the client's personal account. If you have difficulty changing your password, contact our support team. Our manager will change the password after clarification of identification data. We recommend using a complex password with a combination of numeric and alphabetic characters and keep the code in a place inaccessible to third parties.

How to make a deposit?

In your personal cabinet, click "Deposit" and fund your account using one of the suggested methods.

How to withdraw funds?

To withdraw funds, log in to your personal profile, open "Banking services" and "Withdrawn funds" tabs in turn. Specify the amount you are going to withdraw and click on "Next". Enter the data in the required fields and press "Submit".

How do I know the status of my deposit/withdrawal/internal transactions?

All data on your deposits, withdrawals and other transactions is collected in the "Banking Services" section.

Where are DotBig services available?

Our clients can log into their personal accounts anywhere in the world where there is access to the Internet. However, the availability of legal authority may vary depending on the investors' country of residence. Please make sure that our services are available in your country when registering.

How can I track my bank transactions?

Information about completed transactions can be found in the "Banking Services" section of the "History" tab.

Is my money and personal information kept safe?

Yes, all of our clients' personal data is securely protected by a sophisticated encryption system. The use of innovative technology allows us to provide traders with a comfortable and secure trading environment. DotBig protects customers' personal data with a 128-bit SSL digital encryption certificate provided by Thawte.
DotBig segregates customer assets by separating platform users' money and funds used by the company for operational activities. This measure guarantees the safety of investors' accounts even in the event of the company's bankruptcy. In addition, in order to minimize risks, client funds are stored simultaneously in several banks.

Is the company a tax agent with respect to its clients?

DotBig is not a tax agent and does not write off taxes from investors' accounts. You will be able to dispose of the entire amount of your income after deducting the standard withdrawal fee.

How do I delete an account?

You can't delete an active account in the Client Cabinet. To do this, you need to contact our support service.

How do I contact DotBig?

You can contact the DotBig support team by phone, by chatting on our website or by e-mailing [email protected]. Phone numbers, e-mail and other contact information can be found in the "Contacts" section.

Who do I go to with a trade question?

The DotBig company strives to help beginner traders quickly get accustomed to the market. You can get acquainted with the peculiarities of trading and working with different financial instruments in the Training section.
If you have any trading questions or technical problems, please contact your personal manager or the technical support service.

Registration

Can I register under an alias?

During registration, customers must state their real name, which will match the name on their personal identification document.

Can I change my username after registering?

Unfortunately, you cannot change your username after registering.

Is it possible to register without an initial deposit?

Yes, you don't need to fund your account right away when you sign up for DotBig. You only need to make a deposit to start trading on a real account.

How can I change the name I registered under?

To ensure the security of personal data, the name in your account can only be changed by representatives of DotBig. If necessary, contact technical support.

How can I change the email address and phone number in my account?

To change your e-mail or phone number, send us an e-mail to [email protected]. Our manager will contact you by phone to confirm the request, and then your data will be changed.

How can I change my residential address information?

Send an updated confirmation of your new residential address to our email [email protected]. After that the information in your personal profile will be updated.

Deposit

How can I make a deposit?

To make a deposit, log in to your personal cabinet and click "Deposit". We offer several ways to make a deposit:

Log in to your personal account, open the "Deposit" section and select "Bank Card".
Choose a trading account number, specify the currency and the amount of deposit.
Enter the details of the card from which funds will be credited to the trading account: number, expiration date, CVV.
Click the "Deposit" button, review the transaction details, and select the "Confirm Payment" option.
You will then be taken to the transaction confirmation page.

1. Log in to your personal cabinet, open the "Deposit" section and select the "Wire transfer" option.
2. Enter the details you need to transfer funds.
3. After transferring the funds, send the receipt with the SWIFT code to [email protected].

More information about deposit methods can be found in the "Deposit and withdrawal" section.

What is the minimum initial deposit?

After logging in, click on the "Deposit" button. A tab with the specified minimum deposit amount will open.

What ways can I deposit?

You can deposit funds via credit/debit card or bank transfer. You can find more detailed information about deposit methods in the "Deposit and withdrawal" section.

How can I confirm the deposit?

When depositing with a bank card, send an image of the front and back of the card with the first 12 digits of the number and the CVV code. When depositing via bank transfer, provide proof of the transaction.

How secure are my bank transactions?

All financial transactions are protected by innovative algorithms and a data encryption system based on the SSL protocol (including ClickSSL and Thawte). This information security system guarantees the confidentiality of data during transactions with DotBig.

How can I find out the status of my deposits?

Data on your deposits can be found in the "Banking services" section.

I transferred money to the account through the Client's Profile, but the account is not funded

To find a missing payment, contact our financial department conveniently (via chat, phone, email) and provide the following information:

account number of the payment system through which the deposit was made;
trading account number;
transfer amount;
date and exact time of the transaction (indicating the time zone);
transaction number (if any).

How long does it take to credit the deposit?

If you use a credit/debit card, the payment usually goes through instantly. If there is a delay, contact our support team at [email protected].
Depending on your bank and country, it can take up to 10 business days for the funds to be deposited by bank transfer. To track the transfer, send us the SWIFT code or the receipt.

Account Verification

How can I verify my account?

In accordance with the regulation of forex brokers, we strive to provide our clients with maximum security. In this regard, you need to provide photos or scans of documents identifying your identity:

Passport/driver's license (front and back) with a valid expiration date;
utility bill or bank statement with a date of expiry not more than 6 months (full page with the date, your name and full address);
for deposits via bank card, indicate the first 12 digits of the card number and the 3-digit CVV code on the back of the card).

How do I upload documents?

Go to your personal cabinet, open the "Banking services" section, select the type of document you want to upload on the "Upload" tab.

What is proof of identity?

Proof of Identity (POI) is an important step in account verification. According to the rules of financial regulators, we can accept a passport, national ID card or driver's license to verify a customer's identity.

What is proof of residency?

Proof of Residency (POR) is an essential part of account verification. According to the rules of financial regulators, we may accept a utility bill or bank statement as proof that the customer actually resides at the specified address.

Why do I need to provide personal documents?

Confirmation of identity is a prerequisite for cooperation with DotBig. This stage of customer registration allows us to prevent unpleasant situations, in particular fraud.
The company's activity is controlled by financial regulators and is carried out within the framework of the regulatory legislation, which provides for a verification procedure. In addition, it will be easier for us to find an individual approach to you if you provide your personal information and residential address.

After identity verification, do I need to repeat the verification before each transaction?

After providing documents to confirm identity, there is no need to repeat this procedure before each deposit/withdrawal.

Please note! If you use several bank cards to make a deposit, you need to confirm the method of payment for each of them.

We notify customers by email for all questions regarding documents.

Commissions

Is there a fee for an inactive account?

Yes, we have a commission for trading accounts that are not used for more than 1 month. For more information, please see our Terms and Conditions page. .

Do you have a deposit fee?

No, we don't charge a deposit fee.

Problem resolution

What should I do if I can't log in to my personal cabinet?

First, double-check if you entered your username and password correctly when logging in to your personal profile. Pay attention to special symbols and capital letters, if they were used in the password. If all the data you entered is correct, but you can't log in to your account, try one of the suggested actions:

Use the "Forgot your password?" feature or see the password recovery instructions on our site.
Clear your browser's cache and cookies.
Use the browsers Google Chrome or Mozilla Firefox, in which our platform works most correctly and efficiently.

If you have additional questions about password recovery, contact our support team at [email protected].

Why can't I open/close positions?

A transaction may not open for a variety of reasons:

The initial margin of the transaction exceeds the free margin that you have at your disposal. If you encounter such a problem, reduce the volume of the transaction.
The market you want to trade is out of business hours at the time of the transaction.
Internet connection is unstable or nonexistent.

If none of the above options suits you and the deal still does not open/close, describe the problem to our technical support service: [email protected].

Why can't I recharge via credit card or deposit card?

The system may reject a transaction for several reasons:

the card number is incorrect;
the card has expired;
your card has reached the limit of the allowed number of transactions for a certain period;
not enough funds on the card;
the payment exceeds the maximum amount for one operation;
the card has not been authorized for transactions;
JavaScript is disabled in your browser settings or you are using an ad blocker.

Many of the reasons listed are obvious, but they are the ones that cause the payment to be rejected in 70% of cases. If after fixing the problem the transaction still fails, use a different card or select an alternative payment option.
If none of the reasons listed above fit your case, contact the bank's customer service team. The bank's hotline number is usually listed on the back of the card.
Please note: Visa/MasterCard can be used to make a deposit. You can ask your personal manager about all details of making a deposit.
If the suggested solutions don't work, email us at [email protected] and describe the situation in detail. To help us understand the problem more quickly and give you a solution, if possible record a video or take a screenshot of the error screen.

What should I do if I have problems with my connection or trading account?

If this is the case, the first thing to check is your Internet connection. You may need to clear your browser cache or cookies. Check if you are using the latest version of your browser. If after these steps the problem is not resolved, contact our technical support service: [email protected].

Trading and investments

What is a trader's account?

This is a separate account that is opened for trading in financial markets. A trading account is created immediately after registration on our website.

What is a spread?

СSpread is the difference between the bid and ask prices of the same asset (currency, security, commodity, etc.).
Let's consider this concept in more detail on the example of securities. For example, an investor wants to buy shares of a notional company A and is willing to pay $550 for one security. At the same time there is a seller in the market who puts out securities of the same company, but sets a minimum price of $553 for one security. In this case, the spread is calculated using the formula: $553 - $550 = $3 (on the market this figure is measured in points).

What is PIP?

Pip literally means "price interest point". Price Interest Point (abbreviated as "pip") is traditionally used in the Forex market to display the measurement of fluctuations in the exchange rate of currency pairs. The pip is the minimum allowable change in the value of currency pairs. In most cases, currencies (except for Japanese yen) have two decimal points, for example, $1 equals 100 cents.

What is Leverage?

Leverage is the ratio of borrowed funds to an investor's own capital. The use of leverage allows traders to expand opportunities in the financial markets by investing a relatively small amount in trading. For example, CFD belongs to leveraged products. It means that a trader needs to make a small deposit for a large investment. The use of leverage allows to increase the potential income but possible risks also increase.

What is Stop Loss?

Stop Loss is a request to close a transaction when it`s price reaches a predetermined level (below the opening price in case of a buy or above the opening price when selling the asset). Such an option allows minimizing risks during trading. It should be taken into consideration that a Stop Loss is not considered as a 100% guarantee in non-standard situations or in cases of high volatility. In this case, the order may be executed at a lower cost.
Please note that stop-losses should be placed at a certain range from the current market price during setting.

What is Take Profit?

Take Profit is a request to fix profits at the moment when the price reaches a level you specify (below the opening price in case of selling or above the opening price when buying the asset).
When the price of the asset reaches a specified level, the transaction will close automatically. Please note that stop-losses should be placed at a certain range from the current price in the market.

What is a pending order?

The pending order is an instruction of the brokerage company to buy/sell the financial instrument in the future at the predetermined price. The position will be opened when the rate of an asset reaches the stipulated level and a buyer is found.

How is the application size calculated?

To check the amount needed to open a trade, select the asset on the "Trading" page, specify the required volume and click on the "Info" button next to the name of the asset. After that, a new tab will open with the specified margin required to open a position.

What time the financial markets work?

As a rule, global financial markets are open 24 hours a day from Monday to Friday, except for holidays.
In summer, the markets are open from 21:00 Sun to 21:00 Fri (Greenwich Mean Time). In winter, markets operate from 10:00 a.m. Sun to 10:00 p.m. Fri (GMT). Some financial instruments are available during certain hours.

Where do you get your prices from?

We get quotes from our liquidity provider.

What is a LOT?

A lot is the volume of units per transaction, which represents the size of positions in a CFD. In the Forex market the traditional size of a lot is 100 thousand units of currency.

What is the minimum lot on the platform?

The minimum trading volume on the DotBig platform is 0.01 lots.

What is a swap on the stock exchange?

Swap - commission for transferring an open position to the next trading day. To find out the current value of swap for a particular asset, open the "Info" tab.

Where can I learn more about trading?

DotBig works with both experienced and beginner investors, so we regularly replenish the educational section with educational materials. Our clients have access to the largest information center, professional trading tools and up-to-date data on the state of financial markets. Besides, our online academy has basic courses for beginning investors and in-depth training programs for more experienced traders.

How to create a list of favorite assets?

To create a list of frequently used assets, open the "Trading" page, find the desired instrument in the list of assets and click on the star next to it. The selected assets will be displayed in the "Favorites" list, which you can use filters to find.

Where can I check my balance?

You can check your balance in the lower area of the trading platform page.