You should be able to find all the answers to your questions, whether they are general trading queries or specific queries about our trading platforms. An interactive customer service hub where you can search for specific keywords or by relevant topic. We are consistently updating our answers so keep checking in for all our up to date support



  • What does 'Error FEP' mean?

    The ETX TraderPro platform currently uses Flash technology .If you see the 'Error FEP' message when using our trading platform this means that you need to do one of the following:

    - Download the latest version of Flash Player

    - If Flash Player is not already installed on your computer, you will need to install it

    If you have any problem installing Flash player please use Flash Player Help.

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  • My charts are not working, why is this?

    If you're using Google Chrome , one reason why your charts may not be working could be because your pop up blocker is restricting your access. You cannot launch a chart in a new window whilst using Google Chrome due to Chrome interpreting the launch of the new window as a pop up advert, thus blocking it.

    To prevent this please complete the below steps:

    • Click the menu button in the top right corner of the Chrome browser.
    • Select options to generate a new tab
    • Click Under the Hood
    • Click Content settings followed by selecting Manage Exceptions which is within the Pop-ups section
    • Add ? as an exception
    • Close the window to finish

    If you are not using Google Chrome and are experiencing issues please call +44 (0) 20 7392 1494 or email

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  • Why is my trading platform not loading?

    If your trading platform is not working, please login using a different internet browser than the one you have been using. If that does not work, make sure that Privacy and Security settings of your preferred browser are set to either medium or low. If you still cannot log into the trading platform, restart your internet connection. If you have followed these steps and your trading platform still does not work, please call +44 (0) 20 7392 1494 and speak to one of our client support executives.

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  • What does 'Price Validation Error' mean?

    When our platform displays price validation error messages such as the price not existing any more, this is related to the internet speed on the device being used and/or there being high volatility in the market which you are trading. We would advise a minimum upload speed of 1Mb and a minimum download speed of 2Mb. Doing a web search should return a number of different websites where you can test your device speeds freely. 

    Should your upload and download speeds be considerably higher than our above recommendations please do inform us so that we can look into this further for you. If the speeds are lower than our recommendations we would advise that you try using a better internet connection whilst trading. 

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  • I am having difficulties applying online for an account.

    We’re sorry to hear that you’ve been having difficulties – please contact us by phone on +44 (0) 20 7392 1486, or by e-mail at

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