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Technical FAQs

If you cannot find the answers you are looking for, send an email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it with your query or speak to our helpdesk team via the trading screen (during market trading hours).

 
What's that popping sound?
The popping sound occurs when other users log in to the Trader screen or move in and out of chat rooms. You can switch this off if you prefer, by selecting ‘mute’ in the Features window on your Trader screen.
I keep getting an error message?
When you have been logged in to gnuTrade for a long time, with little activity, the system automatically logs you out for security reasons. If you then try to open, close or adjust a trade, an error message appears. To resolve this, log off gnuTrade, clear your browser’s cache. and then log back in before re-attempting the trade.
I can't use Live Chat and Helpdesk
If you are experiencing difficulty in using the Live Chat Rooms and Helpdesk, it is probably because we have an extremely high volume of traffic on the site. This is a temporary situation due to an overload on our servers and we suggest you try visiting the chat area at a later time. If you have a help desk query, please send an email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
What if my computer crashes?
Your open trades and the balance of money in your accounts will not be affected if your computer crashes.
Why can't I open the trader screen?

If you receive a session error message when you try to open the trading application, simply re-login to the gnuTrade website and try opening the trader screen again. Depending on the speed of you internet connection, the application may then take between 30 seconds to a few minutes to load.

If you find that the trading screen still doesn't open, you may have a strict pop-up blocker that is preventing the window from opening. Try holding down the 'ctrl' or 'alt' key while clicking on the 'trade now' button, or disable your pop-up blocker or change its settings. (Some pop up blockers with anti virus or spyware removal software are overly strict and prevent windows you select from opening.)

Please contact our support team ( This e-mail address is being protected from spam bots, you need JavaScript enabled to view it ) if you continue to experience problems.

Why did my roll trade get closed?

Your trade was probably closed because you did not have enough money in your Cash Balance to cover the overnight rolling fee. Even if you have enough money in your overall trading account, you must make sure there is a sufficient amount in the Cash Balance to cover the fee and keep your trade open. 

You can do this by adjusting the Stop loss levels on your open trades, so money moves from your Margin Balance into your Cash Balance. If you don’t want to adjust your Stop levels, you can increase the amount in the Cash Balance by making another real money deposit into your account.

Please use our Rolling Fee Calculator to get an estimate on the fee for a trade you want to roll. This is the minimum amount you need in your Cash Balance to roll the trade on that particular night.

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