Contact Us

Most questions can be answered in our Help Centre. For all other questions, please contact one of our team via the email form below.

Get in touch with us

Call us at one of the locations below

UK

+44 152 422 0083

Germany

+49 32 213 000 285

Japan

+81 503 196 4588

Find the answers you're looking for in our Quick FAQ below.

Bonus and Cashbacks
I don’t want the cashback bonus. Can I cancel it?

Simple and honest trading bonuses and cashbacks is something we pride ourselves on.

There are no high turnover requirements designed to trick traders. You only need to trade the bonus funds 1 times and the funds are yours to keep (including any profits made on these trades).

If you still wish to remove or cancel the cashback on your account, please contact support.

Can I withdraw my cashback bonus?

Cashback bonuses must be redeemed before you are able to withdraw. To redeem you must trade the cashback amount 1 times. You will also receive any profits made of those trades.

For further information on how cashback and bonuses work, please see the Zentrader Rewards page.

How do Zentrader bonuses or cashbacks work?

The Zentrader Rewards system has been designed for active traders. Cashbacks are based upon trading volume and are awarded monthly.

For complete details, please see the Zentrader Rewards page.

General
How do I reactivate my trading account?

To reactivate your trading account, please submit a ticket or get in touch with our customer support team via live chat or phone.

How can I close my trading account?

To close your trading account, please ensure your balance is zero then contact our customer support team via email to request closure.

Note: all balances below $ / € / £50 or ¥5000 will be forfeit.

Which countries does Zentrader accept clients from?

We are a global broker with clients from many countries around the world. To see if we are able to accept residents of your country, please check the drop-down box on the registration form.

Due to regulatory reasons, we are not able to accept clients from the United States, Australia, China, Hong Kong, Estonia, Israel, Iran, North Korea, Palestine, Sudan, Syria or the Russian Federation.

This above list may not be complete and is subject to change.

I cannot upload my documents, where can I send them?

If you are having problems uploading your documents, please send from your registered email address to support@zentrader.com.

We can also accept ID submissions via live chat in PNG, JPG and PDF file formats.

How do I reset my password?

You can reset the password for your account here.

If you are still having problems logging in, we recommend clearing all browser cache, history and restarting before trying again.

How can I change my email address?

You can contact us via support@zentrader.com with email change requests.

Please include your new email address and also an additional ID document that we do not currently have on file.

If you do not have access to your previous email address, please also include your full name, date of birth and registered residential address.

What do I need to open an account?

While there are no sign-up requirements to access our demo platform, traders are required to register and submit their ID documents to register a live account.

For detailed requirements on what documents we need, please see our ID requirements page.

Payments
How long until I receive my withdrawal funds?

The time it takes to receive withdrawals is dependent on the method chosen.

We are committed to processing withdrawals as fast as possible, for many methods this may be instant. For others such as international bank transfer it can take 1-3 business days.

Processing times for each method are included on the withdrawal page in the Zentrader Dashboard.

What is the minimum and maximum withdrawal amounts?

Minimum withdrawal is $ / € / £50 or ¥5000

Maximum withdrawal is sometimes limited per day depending on the method chosen. Full details are included on the withdrawal page in the Zentrader Dashboard.

How long do deposits take to reach my trading account?

Most deposit methods are instant and funds will be reflected in your account immediately.

For manual bank transfer deposits, it takes approximately 1-3 business days for funds to reach our account.

If your account has not been credited within 3 business days, please get in contact with our support team.

What is the minimum and maximum deposit?

Minimum deposit amounts are:
$ / € / £50
¥5000

Maximum deposit amounts are:
$ / € / £ 50,000 / day
¥5,000,000 / day

Trading
Which timezone is used on the trading platform clock?

The trading platform uses the timezone set by your PC or mobile device’s clock.

It is not possible to change the timezone manually.

What is the maximum and minimum trade sizes?

Minimum and maximum trade sizes are as follows:

Minimum – $ / € / £ 5 or ¥ 500
Maximum – $ / € / £ 1000 or ¥100,000

Please note that these listed maximums are “per click” and that maximum position per option and per account are up to $ / € / £ 50,000 or ¥ 5,000,000.

Why is my trade not executing?

In some instances trades will not execute on the first attempt, this is known as a “rejection” or “reject” in the business. It occurs when the market price has changed by the time the requested price has reached the pricing server.

This is commonly caused by network latency, poor quality internet connection or in extremely volatile market conditions.

Where does the price feed for assets come from?

The Zentrader platform uses an independent institutional grade price feed to price all assets.

For further information, please contact support.

What time do the markets open and close?

Market opening and closing times vary for each asset (e.g. forex, stocks, commodities) and can change due to daylight saving (DST) and national holidays.

For a complete list of times, please see the Trading Schedule.

Why didn’t I receive my investment back when the closing price was the same as the entry?

On the Zentrader platform, trades which close at the same price as the entry strike (i.e. a tie) are considered losing or out-of-the-money trades.

While this may differ from some other platforms, in comparison Zentrader generally offers higher payouts and more assets than most of our competitors.

What is the difference between Classic and On-Demand options?

We currently offer two types of options on the Zentrader platform, Classic and On Demand. The differences are as follows:

Classic – the Classic HighLow options run on a fixed time schedule (15 min, 30min, 1 hour and 1 day). Traders may enter and exit the option at any time up until the no-trading point just before expiry.

On Demand – the countdown of the selected timeframe (30 sec, 60 sec, 3 min or 5 min) begins when the trade is entered into.

What assets can I trade?

We offer a large variety of assets including currency pairs (forex), commodities, single stocks, cryptocurrencies and indices.

We are constantly adding more assets and welcome any suggestions. For a current list, please see the trading schedule.