Help Center

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Search common questions by topic, or skip straight to live chat with a human on the support desk. Response time on chat is typically under two minutes during desk hours.

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Browse by topic

Six topic clusters. Most answers in one tap.

Account & verification

Sign-up, KYC, password recovery, profile updates.

How long does verification take?
Most KYC reviews complete within 24 hours of receiving a clean document set. Complex corporate accounts may take 2–5 business days.
I forgot my password — how do I reset it?
Use the "Forgot password?" link on the Sign In page. A reset link is sent to your registered email and is valid for 30 minutes.
Can I change my registered email?
Yes, but for security we require a support ticket and a fresh ID verification. Email support@ornatefx.com to initiate.

Deposits & withdrawals

Funding methods, processing times, withdrawal policy.

How long do crypto withdrawals take?
USDT, USDC and BTC withdrawals settle within 30 minutes of approval. Approval happens during desk hours (Mon–Fri 09:00–18:00 UTC).
Why must I withdraw to the source of my deposit?
Anti-money-laundering rules require funds to be returned to the same instrument they came in on. This protects you and is non-negotiable.
Are there withdrawal fees?
No internal fees from OrnateFX. Network fees (on-chain gas, SWIFT correspondent fees) may apply and are passed through at cost.

Trading & execution

Order types, spreads, swaps, leverage.

What is the minimum trade size?
0.01 lot on Standard / Pro / ECN. Cent accounts size in cent-lots (0.01 cent-lot = 0.0001 standard lot).
Why was my stop-loss filled at a different price?
Stop orders become market orders once triggered. In fast-moving or gapping markets the executed price can differ from the trigger level — this is slippage, not a bug.
How is the swap (rollover) calculated?
Swaps are applied at 22:00 server time on positions held overnight, based on the interbank funding differential for the pair. Triple swap on Wednesday (covers the weekend).

Platforms & tools

MT5 setup, EAs, TradingView integration.

Where do I download MT5?
After verification, the Client Area shows desktop, web and mobile MT5 download links — including your account credentials prefilled.
Are Expert Advisors (EAs) allowed?
Yes on Pro and ECN accounts, with no restrictions on style. Standard / Cent are EA-capable but rate-limited to protect server resources.
Can I use TradingView charts to trade my OrnateFX account?
TradingView integration is available on Pro and ECN. The Client Area has a one-click link to pair your accounts.

Security & compliance

2FA, segregation, regulatory.

Is two-factor authentication mandatory?
Strongly recommended and enforced on accounts with balances over $10,000. Authenticator-app TOTP (preferred) or SMS.
Where is my money held?
In segregated client-money bank accounts at top-tier banking partners, separate from OrnateFX's own operating funds.
How do I report a suspected security issue?
Email security@ornatefx.com with details. Critical reports are triaged within 4 hours during desk hours.

Learning & research

Courses, glossary, research desk.

Is the Learning Hub free?
Yes — all guides, courses and articles are free for verified account holders. No upsells.
How often does the research desk publish?
Macro round-up every trading morning (06:30 UTC), technicals at London open, weekly review on Friday close.
Where do I find market terminology?
Coming soon — a searchable glossary inside the Learning Hub. Until then, the Beginner Guides define terms inline.

Still stuck?