FAQ: Frequently Asked Questions


To assist with any questions you may have, we have grouped our help items into the following sections:

• Technical Support. Click here to view.
• Trading Support. Click here to view.
• Account Administration Support. Click here to view.


Technical Support                                             

I've forgotten my password or my password doesn't work.

Simply call us on 0800 TRADING. We'll verify your identity by asking you the security question you selected in the account opening process and reissue you with a new password.

I have not received my LatitudeFX Client number and user name confirmation e-mail.

Your spam filters may have blocked or filtered out our email. To avoid this, add info@Latitudefx.co.nz to your address book. This will allow emails from us to get through. If you suspect this has happened, request a resend by us by phone on 0800 TRADING or by email to admin@latitudefx.co.nz.

I am unable to connect to LatitudeFX servers

Are you trying to connect from home?

  • Check your internet connection is up. Can you open your browser ok? Go to your web browser and start a search. If not, get a working connection up.
  • If you have anti-virus software (Nortons, etc) installed or you are behind a firewall you could be denied access to the software. Please configure your firewall or antivirus to allow outside connections on port 443.
  • If you are connecting via a proxy server (which only allows http data) then connection is not possible. Ask your ISP (internet service provider) for help in configuring the proxy.
  • Ensure no P2P software is open. Unexpected disconnections could occur.

    Are you trying to connect from the office?

    The following configurations may need to be set up by your network administrator;

  • If you have anti-virus software (Norton, etc) installed or you are behind a firewall you could be denied access to the software. Please configure your firewall or antivirus to allow outside connections on port 443
  • If you are connecting via a proxy server (which only allows http data) then connection is not possible. Ask your administrator for help in configuring the proxy. If your PC is not networked then please ask your ISP for help in configuring the proxy (yes?)
  • If none of the above work then try connecting from home first

    Are you trying to connect via mobile application (laptop)?

  • Check the speed and reliability of your internet connection. Reception in some areas is poor. Vodem or wireless internet based on 3G will support our platform, although Dial up access to the internet will not support the platform. Speak to your ISP in regard to this.
  • If you have anti-virus software (Nortons, etc) installed or you are behind a firewall you could be denied access to the software. Please configure your firewall or antivirus to allow outside connections on port 443

    I have trouble logging in to the LatitudeFX Trader platform, or the login failed, or I could not connect to server.

  • First check your internet connection is up and running. A quick way to do this is to check your mail to see if the internet connection is open.
  • Next, if you are behind a firewall or of you have anti-virus software they may deny you access to the site. Configure your firewall and or anti-virus software to allow connection on port 443.
  • If for some reason you are connected through a proxy server which only allows HTTP data then you should not be able to connect. You will need help to reconfigure the proxy. Ask your internet service provider for assistance.

    My connection with the server has been lost.

  • Please close the window and log in again.
  • Please note that you cannot have multiple accounts open at any one time. The LFX system is designed with your security in mind. The original screen you had opened may not have been totally disconnected. Whilst people cannot access this account the system may still be active on the original desk-top.


    Trading Support                                             back to top

    What does it mean if an order expiry is set to be 'good till cancelled'?

    The order will remain active on the system until either it is filled or it is cancelled by you.

    How would you set an order to expire at a particular time?

    By defining an order expiry time on the order entry screen.

    What is a TP order?

    Take Profit Order

    What is an SL order?

    Stop Loss Order

    What does OCO mean?

    linked orders where one cancels the other ie if one leg is filled the other leg is cancelled.

    What causes rates to go indicative (grey)?

    Your free margin ratio has fallen below the warn %.

    This could be caused by:
    a) increased MTM unrealised losses (due to adverse exchange rate movements against your own pposition)
    b) position closeouts causing increase in realised losses and therefore a reduction in the cash collateral
    c) withdrawing cash from collateral balance
    d) rates from rates source being marked as indicative


    Account Administration Support            back to top

    How does LatitudeFX handle my money?

    We adhere to stringent audited process for handling your money, providing both security and accessibility:

  • LatitudeFX operates a Segregated funds account at ASB where client funds are separated from LatitudeFX's working capital under Regulation 4(1) of the Futures Industry (Clients funds)

  • ASB regularly ranks No 1 amongest the major banks for customer service, has a 150 year history and is independent of LatitudeFX.

  • LatitudeFX allows you to use credit cards once within a 45 day period.

  • When you make a deposit, your money goes into the Segregated funds account at ASB.

  • When you open a position, a margin for this transaction is deducted from the LatitudeFX Segregated funds account and posted with our liquidity provider for the duration of the trade.

  • Profits or losses are credited or debited from your LatitudeFX Client Account according to daily mark to market valuation of your position.

  • Upon close-out of your position:
  • Any loss is debited to your LatitudeFX Client Account.
  • Any profit is credited to your LatitudeFX Client Account.
  • The margin used for the trade is returned to your LatitudeFX Client Account.

    • Do I earn interest on my balance?

    Interest earned on funds in your LatitudeFX Client Account is also credited to this same account. For the criteria to receive interest and the rate at interest is paid, see our rates schedule.

    How do I monitor the money in my LatitudeFX Client Account?

    You can monitor your LatitudeFX Client Account via the LatitudeFX Trader™ or MT4 Trader™ Platforms.

    What is the process for opening a "live" account? It can happen in 4 easy steps!

    1. Familiarise yourself with our Terms & Conditions. Make sure you have read and understood the Product Disclosure Statement and Client Agreement.

    2. Complete the online application form to open a live LatitudeFX Account. Once you have been accepted as a LatitudeFX client you will be notified by e-mail.

    3. Deposit money to your LatitudeFX Client Account. You will be able to deposit funds to your LFX trader account, held at ASB.

    4. Get your password. As soon as your deposit is cleared funds you will be notified by e-mail and your account password will be provided.

    What information and documents will I need to open an account?

    You will need two forms of I.D.

  • Photo form of ID (drivers licence, passport)
  • Proof of residential address i.e. phone bill, utilities bill

    How long will it take once I submit my form?

    24 hours from receipt of ID's and initial deposit.

    How long will it take to deposit funds so I can start trading?

    LatitudeFX recommends you fund your account by direct credit to our Segregated funds account at ASB. If you pay by this means you can start trading immediately. Payment by other means can result in a delay until cleared funds status has been achieved.

    Why can't I open a joint, trust or company account online?

    The identity and signature requirements under New Zealand law make it impossible. However, we have made it as easy as possible by providing these as a PDF Form that you can print sign and send in.

    Why do you need my personal information?

    We are required to verify your identity before opening an account in your name. Under the Financial Transactions Reporting Act (1996) we are obliged to positively identify you before opening a facility or undertaking a transaction. We also use this information for your security - to ensure we provide your account information to you alone.

    Why do you need my email address?

    Email is the primary way we communicate with you. We use your email address to tell you when your account has been opened, to provide you with your login information and to send you your trading software.
    Under the Unsolicited Electronic Messages Act 2007 we are obliged to inform you that by passing LatitudeFX your email address you are giving us permission to contact you in relation to other products and marketing material from LatitudeFX. If you do not want to receive this information click un-subscribe at the bottom of the e-mail.

    Why do you need my telephone number?

    To give you great service. If you phone LatitudeFX from one of the numbers you provide, our system will automatically bring up your file, so the person you speak to will be ready to help you.

    What is annual household income?

    Annual household income means the total amount of financial gains derived by all members of your household - from any source, including salary, investments, annuities and royalties.

    What is net worth?

    Add up the value of all your assets and deduct any debts that you owe. The difference is your net worth.

    Why do you need my bank account details?

    Once you have opened a LatitudeFX Client Account, you will be able to make withdrawals right from the LatitudeFX Trader platform. This will be done via electronic transfer to the bank account you nominate now. You will be able to change your destination account (for example, if you decide to close the account you nominate now) by completing this form, this normally takes between 4 to 6 business days.

    Why do you need my employment details?

    Your employment details are required to satisfy our prudential standards and our know your client policy.

    If I don't agree to allow you to send me marketing information, can I still open an account?

    Yes, you can still open an account, but you may miss out on information that is beneficial to you as a trader. We have no intention of bombarding you with irrelevant information, but under New Zealand law we need your permission to send you any additional information at all.

    How much can I withdraw at any one time?

    There is no maximum limit. You can transfer any surplus funds not required for margining purposes. Please be aware if you withdraw money from your account and leave insufficient margin required for your trading position, then your positions could automatically be closed out.

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