It is necessary to remember that the price is made up of two components, the bid and ask prices.

On the chart the bid price is shown.

A sale order is opened at the bid price and is closed at the ask price.

A buy order is opened at the ask price, and closed at the bid price.

For example:

For your Sell order, a take-profit of 1,3125 is set.

The price on the chart has reached 1,3124 but the order was not closed at the take-profit.

On the chart the price was shown at the bid price but the Sell order closes at the ask price.
(Ask = bid + spread)
At the moment when the bid = 1,3124, ask = 1,3127. That means that for your order the minimum price was 1,3127 and therefore it wasn’t closed. 

Right click on any place in the Account history section and a pop-up menu will appear. Click on All history.

Please check:

The balance in your account. It is possible that you don’t have enough money for trading transactions in the account.

Your leverage. It is possible that you will need to use smaller leverage.

Try to enter into the deal with a smaller lot.

Check your margin. It is possible that the value is not high enough to perform trading transactions.  

How do I restore the trader password?

The trader password is stored in an encrypted form is unfortunately impossible to restore. It is only possible to create a new password.

To create a new password you need to write to support@masterforex.org. Please inform them that you have lost your trader password and that you want to create a new one. Please include your trading account number and your telephone password.

A new trader password will be sent to the email address that you have registered with us.  

The pin code is stored in an encrypted form is unfortunately impossible to restore. It is only possible to create a new one. 

Go to the Personal trading account and ask the system to change your pin code. 

In order to restore your telephone password you need to write to support@masterforex.org. Please inform them that you have lost your telephone password and that you want to create a new one. Please include your trading account number and a scanned copy of your passport. 

To change your personal information you need to write to support@masterforex.org. 

Include your account number, your telephone password, the personal data which you gave upon registration, and which information needs to be changed. Please enclosed scanned copies of your passport and a copy of your application with your signature and date on it. Specify, in your own words, why you need to change your personal information. 

Depending on which payment system you use, you need to send the following documents: 

- a copy of your passport signed by a solicitor;

- a letter which consists of the following text:

I, … (passport information) inform the company of the fact that I have lost (type of loss). I haven’t had access to my account since (date, month, year). The account was registered with the following e-mail….. Please give consideration to my application to restore my data and to withdraw any outstanding money (if applicable).

Date 

Signature/Full name

It is also important to know from which payment system you have been depositing money into your account. In the case of using Liberty, WebMoney please phone them and ask for logs from them. Please send these logs to us by e-mail as they will contain the date, the amount and any other comments).
If you deposited money into your account through a bank, then you should have the payment documents issued by the bank, or you can request a statement from the bank for the relevant period, where the date and the amount of money will be stated. If you put money into your account through a terminal, then ask the company-owner to restore the transaction history (date, amount, comments). 

The trading terminal displays GMT +2 hours. 

Download the MF Trader 4 trade terminal, launch it and, in the File menu, choose the Open account option. Fill in the registration form. Then you will be given a number and a password for your demo account. 

To launch the Chat it is necessary:

1. Download the file by clicking the link provided. Download chat.

2. Start installation process by a double click on the downloaded file.

3. At installation specify the file directory to the folder of the MetaTrader4 platform storage: MetaTrader - Masterforex\experts\scripts.

4. It is not recommended to install the trade terminal into the Program Files folder in the Windows 7 and Windows Vista operating systems. If it is already there, it is necessary to start the MetaTrader4 terminal on the behalf of the Administartor.
   Otherwise, there is no guarantee of a stable work of the program.

5. In the MetaTrader4 settings (Tools→Options→Expert advisers):

   • put an “Allow DLL imports” tick

   • remove a “Confirm DLL function calls” tick

6. Open any chart and the “Navigator” panel of the trade terminal.

7. Start the script by a double click on Scripts→MFTrader4 Chat in the Navigator window. (It is not allowed to drag the script onto the chart).

8. The Chat functions only on the accounts of the real, cent and ECN servers.

For the dollar server:

• 95.168.172.157:443
• 84.16.252.72:443
• 87.242.113.228:444
• 89.149.194.150:444
• 89.149.194.150:80
• 95.168.172.157:80

For the cent server:

• 95.168.172.157:444
• 84.16.252.72:444
• 87.242.113.228:443
• 89.149.194.150:443
• 84.16.252.72:80
• 87.242.113.228:80

The server address for demo accounts:
193.33.71.43:443

Address of reserve server for actual accounts:
88.85.79.5:443

If you see that there is no connection in the condition line of the connection (in the bottom right hand corner), you need to do the following:

1. Close the terminal and start it up again. If this didn’t solve the problem, then proceed to the following step.
2. Check your Internet connection. There may be a problem with your Internet provider. If your Internet connection is functioning properly, proceed to the following step.
3. Left-click on the No connection message and select Rescan servers from the drop down menu. If it this did not solve the problem, please proceed to the following step.
4. Open the File – Login menu and enter your login (your trading account number), your trader password, and the full IP address of the server as 88.85.79.4:443 and press the Login button. If this didn’t solve the problem, please proceed to the following step.
5. Contact the technical support service (the contact information is available on the website) and check if there are any problems with the main server at the present moment or whether it is only a problem at your end.
6. If the server is OK, and the above actions did not help to solve the problem, uninstall the trading terminal and reinstall it. 

You need to download and install the MF Trader 4 terminal.

Launch the terminal; open the File – Login menu. Enter your trading account number and the trader password that were given upon registration. In the Server field select either MasterForex – Actual, if you have a dollar account, or MasterForex – Cent, if you have a cent account, and press the Login button. If the field is not active then you need to open File – Login – Server and type in the requested login, password and the server number. 

Possible reasons:

- When you try to login into your actual account, you have entered an incorrect account number, trader password or trading server address;
- You have been using an actual account for more than 90 days and it has been archived. To restore it you need to write to support@masterforex.ru and inform them of the number of the account and the account type (dollar or cent) that you need restored.
- You have used a demo account for more than 30 days and you need to open a new demo account.

When you try to make a withdrawal, you receive a letter with the link to your e-mail address. 

Please make sure that you are logged into your Personal trading account before you click on the link. This means that at the moment of clicking on the link, you have your Personal trading account open.
For example:

1. If you use the following internet browsers - Mozilla, Opera, Google Chrome, IE 7, then take the following steps:
Open your personal trading account page.
Log in.
Create an order for a transaction or a request

Create a new Tab (usually it is the Ctrl+T combination of keys)

Open and check your Inbox folder. You should find there an email from Beaverhead Financial Inc. The letter should contain a confirmation URL. Click on it. Your personal trading account page will be opened, and, as you are already logged in, the confirmation will be accepted and your request will be received.

2. If you use mail programs such as Outlook, The Bat!, Lotus, etc. then take the following steps:

Check your Inbox for new messages.
There you should find a letter from Beaverhead Financial Inc.
The letter should contain a confirmation URL. Click on it. Your default web browser will open a page from your personal trading account.

NB! If your default web browser is different from the one in which you opened your personal trading account from paragraph 1, then the Confirmation code is missing error will appear again.

If you continue to recieve the Confirmation code is missing error, then:

1. Copy the link which came by post.

2. Login into your personal trading account.

3. Insert the link into the address line of the browser on the open page of your account, and press Enter.

The New Order button in the MF Trader 4 trade terminal is not active.

Check if you have inserted the correct password. It is possible that you have entered an investor password.

This means that you are trying to trade during non-working hours (from Friday to Sunday).

Check that DEP (Data Execution Prevention) is only turned on for the main programs and Windows services:

1. Right click on the Computer icon on your Desktop and choose the Option command in the pop-up menu.

2. Choose Additional system parameters.

3. Go to the field Additional and click on the Parameters button in the Quick Actions section.

4. Go to the Prevention of discharged data. Choose the first option Turn DEP on only for major programs and Windows services and click on OK.

5. Press OK in the option window and close it.

6. Restart the computer.

7. Start the MF Trader 4 client terminal.

No.

Withdrawals are done using the same payment systems with which you deposited money into your account in a proportional amount.

You can withdraw money in the following ways:
- Webmoney (WME, WMU, WMZ, WMR)
- RUpay
- Liberty Reserve
- Bank transfer in US dollars
- Bank transfer in Euros
- Bank transfer in roubles

You can issue a request to withdraw money and get more information about ways of doing so in your personal trading account.

Requests to withdraw money are processed during one working day from 10:00 until 19:00 Moscow time.

Please find detailed instructions on how to deposit money into your account, using each different payment system, in your personal trading account. You will also find bank information for each type of payment.

You can deposit money into your trading account in any one of the following ways:

Electronic payment systems:
- Web Money
- RUpay
- Liberty Reserve
- Yandex Money

From Russia:
- Bank transfer in roubles
- Cash through Contact system
- Elecsnet Terminals
- USIP Terminals (United System of Instant Payments)
- Bank transfer in foreign currency

From other countries:
- International bank transfer (USD and EUR)

The money is cleared immediately when it is deposited through a personal trading account by means of Webmoney, RUpay, or Liberty Reserve.

For other methods of payment, the clearance time is 1-5 days depending on the payment type.

Please find more information about clearance times for different types of payment in your personal trading account. 

If you have paid money into your trading account but the amount hasn’t appeared, you need to go into Personal trading account and in the Notification about transaction section, you need to make a notification of your payment and insert the bank information. After this your payment will be processed by the operator within a 24 hour period.

Please note that if you have prepared payment papers using the RUpay system and it hasn’t cleared in the trading account within a 24-hour period, then you need to contact support@masterforex.org and include the account number of the relevant account and any other information relevant to the payment.

In the situation where you requested a bonus of 10 lots, and the number of lots satisfies the conditions of the competition, then the bonus will be deposited into your account at some point in the week following the moment of the request.

For example: 

You traded in the following way: 0.8 lots BUY GBPUSD, 0.7 lots SELL EURUSD, 1.3 lots SELL USDCHF, 3.0 lots SELL GBPUSD, 1.4 lots BUY GBPJPY, 2.9 lots BUY EURUSD.

Total volume of deals: 0,8 + 0,7 + 1,3 + 3.0 + 1.4 +2.9 = 10.1 lots.

In this case, you leave a request in your personal trading account. You need to specify the month for which you want to receive the bonus.
Please note that requests for receiving such bonuses are considered once a week.

Yes.

You need to go through an authorization procedure in the personal trading account. For this you need to upload a scanned copy of your passport to the personal trading account (for Russian citizens this consists of both the page with the photo and the registration page). One cannot withdraw money if the account is not authorized.

A request is processed within 5 working days. The time it takes for money to clear depends on the system of payment you choose.

Yes.

Yes.

Withdrawals to accounts of third parties are not possible if you withdraw money to the currency and rouble accounts. 

It is not possible to deposit money from accounts of third parties if you deposit it through hard currency or rouble accounts. 

MasterForex does not take a commission, but your bank or payment system may charge you commission. 

No. The deposit of funds and withdrawals are done through the following payment systems:

- Web Money
- Liberty Reserve
- RBK – Money
- Yandex Money
- Bank transaction (currency or rouble)
- Account deposit by cash through USIP Terminals.