SUPPORT
center

f you can log in to Client Portal but cannot log in to Trader Workstation, your username, password and two-factor authentication are usually working correctly. In this case, access to TWS may be restricted for another reason.
This may happen if your account application is still under review and the account has not yet been fully approved. Once the account review has been completed, you will normally receive an email notification.
It may also happen if your account is managed by a financial advisor or another authorized account manager with discretionary trading authority. In this case, trading platform access may be limited depending on the access rights assigned to your user.
If a new user was recently created, please allow up to 24 hours before attempting to log in to TWS, as trading platform access may not be available immediately.
You should also confirm that you are selecting the correct login mode, such as live or paper trading, and that you are using the correct username for the specific account. If the issue continues, please contact MEXEM Client Services and provide the exact error message shown when attempting to log in.

‍

To view live market data, you must subscribe to the relevant market data package through Client Portal. Please follow these steps: Log in to Client Portal > Click the User menu/profile icon in the top-right corner > Select Settings > Under User Settings, go to the Trading Platform section > Click the configure icon next to Market Data Subscriptions > Click the configure icon next to Current GFIS Subscriptions to review, add, or remove available market data services.
Market data subscriptions are usually activated shortly after the request is submitted. For newly opened accounts, market data may only become available once the account is funded and the funds have cleared.
Watchlists are generally synchronized through the cloud across TWS Desktop, MEXEM Mobile and Client Portal. To view synchronized watchlists on MEXEM Mobile, open the Watchlist screen in the MEXEM Mobile app, tap the Watchlist Actions icon in the upper-right corner and select Browse Lists or Manage Watchlists, depending on your app version. You can then select the watchlist you want to display on your mobile device.
If your watchlists do not appear, please check that cloud synchronization is enabled. In TWS Desktop, go to Global Configuration, open Lock and Exit, enable Use/Store settings on server and Save watchlists to cloud, then apply the changes and restart TWS if required. In MEXEM Mobile, open the Configuration menu and enable Save Watchlists to Cloud or Save Cloud Watchlists, depending on your app version.
For older TWS or mobile app versions, you may need to import the watchlist manually. To do this, open the MEXEM Mobile app, tap the Menu icon, go to Configuration and, under the Cloud section, tap Watchlist Import. Select the device from which you want to import the watchlist, choose the relevant watchlist and then select Overwrite to replace the current mobile version, or Append to add the imported instruments to the existing mobile watchlist.
If no watchlists are displayed, confirm that they were saved to the cloud from TWS Desktop and that you are logged in with the same username on both platforms.

‍

There is no minimum deposit required to keep the account active.
However, to start trading, the account must have sufficient available funds to cover the intended transaction, including the instrument price, applicable commissions, margin requirements where relevant, and any other applicable fees.

In case you have forgotten your current password and you need a new temporary password in order to renew your old one, you will need to call out customer service department. We will provide you with a new temporary password so you can log in into the Client Portal (Web) and renew it. Please find contact details on this link www.mexem.com/contact

To open a business account with MEXEM, you need to go on MEXEM website > select Pricing and Accounts > select Institutional Accounts > select Small Businesses

If your statement does not show a loss in the way you expected, the difference may depend on the report selected, the reporting period, the type of P/L displayed, or the currency used for reporting.
For example, the platform may show daily or unrealized P/L, while the Activity Statement may show realized P/L, mark-to-market P/L, or tax/reporting values depending on the section reviewed. These figures may not always match because they are calculated for different purposes.
Differences may also arise from currency conversion effects, settlement timing, commissions, corporate actions, cost basis adjustments, derivatives valuation, or the selected statement period. For instruments denominated in a currency different from the account base currency, exchange rate movements may also affect the reported result.
To review the figures, please open the Activity Statement and check the relevant sections, such as Trades, Realized & Unrealized Performance Summary, Cash Report, Change in NAV and Open Positions. These sections may show different views of the same activity.
Please note that MEXEM cannot provide tax advice. If the question concerns how a loss should be reported for tax purposes in your country of residence, we recommend consulting a qualified tax adviser.

An account may be closed if an account closure request was submitted through Client Portal and all closure requirements were completed. Before an account can be closed, all positions must generally be closed, pending orders cancelled, outstanding fees settled, and any remaining cash balance withdrawn or converted where required.
If all positions have been closed and a close account request has been submitted, IBKR may automatically convert small settled cash balances into the account’s base currency, provided the balance is below the applicable threshold. If non-base currency balances exceed the applicable threshold, you may be required to manually convert or close those currency balances before the account closure request can be processed.
Accounts with a zero balance and no open positions may also be subject to closure where permitted under the applicable account terms and operational procedures.
If your account was closed unexpectedly, please contact MEXEM Client Services so that we can review the account status and provide further information.

You may not be able to log in to your paper trading account for several reasons.
If you recently requested a new paper trading account, it may not be ready yet. Paper trading accounts are normally created within 24 hours under normal business circumstances, and you will usually receive an email once the account is available.
If your live account is closed, your paper trading account may also be closed or no longer accessible. Paper trading access is generally linked to an active live account.
If you have an older account, a paper trading account may not have been created automatically. In this case, you can check the status from Client Portal by logging in, clicking the User menu in the top-right corner, selecting Settings, then going to Account Configuration and selecting Paper Trading Account.
You should also confirm that you are using the correct paper trading username and password. Paper trading accounts may have separate login credentials from the live account. From the Paper Trading Account page in Client Portal, you can view the paper account username, account number and reset the paper trading password where available.
When logging in to TWS or another trading platform, make sure that you select Paper Trading rather than Live Trading on the login screen.
If the paper trading account is active and the login issue continues, please contact MEXEM Client Services and provide the exact error message shown on the login screen.

Market data subscriptions may remain pending if the required market data subscriber information has not yet been completed or if the account does not meet the applicable requirements.
Please first check whether the Non-Professional Questionnaire has been completed for each relevant user. To do this, log in to Client Portal, go to Settings, then Trading Platform, then Market Data Subscriptions. If the Non-Professional Questionnaire section is shown as incomplete or requires attention, open it using the configure icon and complete the requested information.
A market data subscription may also remain pending if the account does not meet the minimum equity balance required to subscribe to or maintain the selected market data service. The account must generally have sufficient equity to meet the applicable minimum requirement and cover the cost of the selected subscription.
For newly opened accounts, market data may also remain pending until the account is funded and the funds have cleared.
If the questionnaire has been completed, the account is funded and the subscription is still pending, please contact MEXEM Client Services so that the account can be reviewed.

If you are unable to close your account, please first confirm that you have followed the account closure steps in Client Portal. Log in to Client Portal, click the User menu in the top-right corner, select Settings, then go to Account Configuration and select Close Account.
Before an account can be closed, there must generally be no open positions, pending orders, unresolved transfers, pending corporate actions, outstanding fees, margin deficits, negative cash balances or other account restrictions. Any remaining cash balance should also be withdrawn.
Please note that closing withdrawals can generally only be made in the account’s base currency. For this reason, you may need to convert any non-base currency cash balances into your account’s base currency before submitting the closure request. You should also make sure that you have a valid saved bank instruction for withdrawals in the account’s base currency. If you do not have one, you can create it from Client Portal by going to Transfer & Pay, then Transfer Funds, and selecting the relevant withdrawal option.
If the account still cannot be closed after completing the required steps, please contact MEXEM Client Services so that the account can be reviewed.

You can find your account number in Client Portal, TWS or your account statements.
In Client Portal, log in and go to the Portfolio page. Your account number is usually displayed near the Portfolio heading or in the account selector. If you have multiple accounts, the account selector will show the relevant account IDs.
Please note that if you have created an account alias, the alias may be displayed instead of the account number in some areas of Client Portal or the trading platform. In that case, you can confirm the actual account number by opening an Activity Statement and checking the Account Information section.
In Trader Workstation, the account number is generally displayed in the account selector or in the top area of the platform window. If an account alias is shown instead, please refer to the Activity Statement to confirm the actual account number.

If you believe that your account has been hacked, compromised or accessed without authorization, please contact MEXEM Client Services immediately by telephone. For security reasons, your identity will need to be verified before any action can be taken on the account.
Depending on the situation, protective measures may include restricting new opening orders, temporarily blocking withdrawals and asset transfers, resetting login credentials, reviewing the two-factor authentication setup and checking whether all account users are properly protected by two-factor authentication.

The base currency is the main currency used to display account values, reports, balances and performance figures. It is also used for certain account calculations, including margin-related calculations. The base currency does not necessarily limit the currencies you can hold, deposit, withdraw or trade in, where supported.
You can confirm your account base currency from Client Portal by logging in, clicking the User menu in the top-right corner and selecting Settings. Then go to Account Reporting and select Base Currency. The current base currency will be shown on that page..

Each MEXEM account is only allowed one paper trading account. If you have multiple MEXEM accounts, each one can have its own paper trading account.

Should you wish to change financial advisors, please contact Client Services and ask for the form Authorisation to designate a new financial advisor. Documents can be submitted by replying and attaching the form to the email you received from MEXEM.

Enrollment in the Stock Yield Enhancement Program does not guarantee that all eligible shares in your account will be lent out. Shares are only lent when there is market demand from borrowers and when MEXEM is able to lend the shares at an available rate.
Certain shares may not be lent because there is no current borrowing demand, the available lending rate is not sufficient, the security is not eligible, or the shares are not considered fully paid or excess margin securities.
For margin accounts, only fully paid securities and excess margin securities are generally eligible for the program. If the account has a margin debit or financing deficit, securities with a market value up to 140% of the debit balance may be used in connection with the margin loan and may therefore not be eligible to be lent through the Stock Yield Enhancement Program.
Participation in the program also does not guarantee a specific return. Any income depends on whether the shares are actually lent, the applicable borrowing rate and the duration of the loan.

Dividends paid on U.S. stocks are generally subject to U.S. withholding tax for non-U.S. residents. The standard withholding rate is generally 30%, unless a valid tax treaty rate applies.
To claim a reduced treaty rate, where applicable, the account holder must have a valid W-8BEN form on file. The W-8BEN form certifies the account holder’s non-U.S. tax status and may allow a reduced withholding tax rate if there is an applicable tax treaty between the United States and the account holder’s country of tax residence.
Please note that a valid W-8BEN form usually allows for a reduction of the withholding tax rate, not a full elimination of U.S. dividend withholding tax. W-8 forms are generally valid for the year in which they are signed and for the following three calendar years. If the form expires or is not valid, treaty rates may no longer apply and withholding may be applied at the standard rate.
Dividends paid on ADRs may be subject to different withholding tax treatment depending on the issuer’s country, the depositary structure and the applicable tax rules. The withholding tax applied may therefore differ from standard U.S. stock dividends.
MEXEM cannot provide tax advice. Clients should consult a qualified tax adviser to understand the applicable withholding tax rate, any available treaty benefits, and whether a refund or tax credit may be claimed in their country of tax residence.

Account holders may update their W-8BEN form directly through Client Portal.
To do so, log in to Client Portal, click the User menu in the top-right corner, then select Settings. From there, go to Account Profile and click Profile. Click the edit pencil icon next to the relevant account holder or entity, then select Tax Forms.
Review the profile information shown on screen and update it where required. Continue through the process until you reach the W-8BEN form, then update the relevant tax information based on your current tax residency, address and treaty eligibility, where applicable. Once completed, review the information carefully and submit the updated form.
Please note that MEXEM cannot provide tax advice. If you are unsure how to complete the W-8BEN form or how your tax residency should be reported, we recommend consulting a qualified tax adviser.

You can update your mailing or residential address directly through Client Portal.
Log in to Client Portal, click the User menu in the top-right corner and select Settings. From there, go to Account Profile. In the Profile section, click the Edit pencil icon next to the profile you want to update, then select Profile. Update the relevant address fields and click Continue to move through the required screens. Once the changes have been entered, review the information and submit the update.
Depending on the type of change and the verification required, you may be asked to complete two-factor authentication or to enter a confirmation number sent to your registered email address. If a confirmation number is requested, enter the code received by email. If needed, you may request a new confirmation number from the same screen.
For residential address changes, proof of address may be required. If requested, please upload a valid document showing your name and current residential address, such as a recent utility bill, bank statement or other accepted proof of residence.

If you have purchased a new phone, you can migrate your MEXEM Mobile authentication, also known as MEXEM Key, directly from the MEXEM Mobile app. This is possible without contacting Client Services if you can still receive SMS messages on the same mobile number used when IB Key was originally activated.
For Apple devices, install and open the MEXEM Mobile app on the new phone, tap I have an Account, select Register MEXEM Key. Then select Migrate MEXEM Key, confirm by tapping Migrate IB Key again, review the instructions and tap Continue. Enter your username and password, then tap Continue. An activation token will be sent to your registered mobile number by SMS. Enter the activation token and tap Activate. If the activation is successful, a confirmation message will appear. Tap Done to complete the process.
For Android devices, install and open the MEXEM Mobile app on the new phone, tap I have an Account, select Register MEXEM Key. Then select Migrate MEXEM Key, confirm by tapping Migrate IB Key again, review the instructions and tap Continue. An activation token will be sent to your registered mobile number by SMS. Enter the activation token and tap Verify. Choose a PIN between 4 and 6 digits, enter it again to confirm, then tap Activate. If the activation is successful, a confirmation message will appear. Tap Done to complete the process.
If you have reinstalled the app on the same device, the process may appear as Recover Setup instead of Migrate IB Key. In that case, open the app and select the recovery option shown on screen, then follow the prompts to verify your identity and reactivate IB Key.
If you cannot receive SMS on the registered mobile number, or if you no longer have access to the required verification method, please contact MEXEM Client Services by telephone. For security reasons, identity verification will be required before access can be restored.

After an account is closed, the account holder can still access Client Portal/Account Management using the same username and password that were in place when the account was closed.
From Client Portal, the account holder can view and download available historical statements and tax documents. Tax forms are generally available online for the last five years. Account statements are generally available online for up to seven years, depending on the statement type.
To view tax documents for a closed account, log in to Client Portal, go to Performance & Reports > Tax Documents, select “Include Closed Accounts” where available, and choose the relevant closed account and tax year.
If a required document is no longer available online, the account holder may contact Client Services to request an archived copy. Archived statement requests may be subject to a processing fee.
If you no longer know your password or cannot access Client Portal, please contact Client Services by telephone so that your identity can be verified and the login recovery process can be assisted.

You can request or update your trading permissions directly from Client Portal.
Log in to Client Portal > Click the User menu / profile icon in the top-right corner > Select Settings > Under Trading, select Trading Permissions.
If you manage more than one account, select the relevant account from the account selector.
Select the product category or market you wish to trade and click Add/Edit or Request, where available.
Complete or update the required trading experience, knowledge, financial information and investment objectives.
Please note that trading permissions are subject to eligibility and compliance review. The review is typically completed within 1–2 business days, but timing may vary depending on the product, account type, account entity and any additional information required.

To create, edit or delete a custom Flex Query, log in to Client Portal and go to Performance & Reports > Flex Queries. From the Flex Queries page, you can: Create an Activity Flex Query by clicking the + icon in the Activity Flex Query section. Create a Trade Confirmation Flex Query by clicking the + icon in the Trade Confirmation Flex Query section. Edit an existing Flex Query by clicking the Edit / pencil icon next to the relevant query. Delete an existing Flex Query by clicking the Delete / X icon next to the relevant query. Flex Queries can be used to create customized reports, including Activity Flex Queries and Trade Confirmation Flex Queries, where the client can choose the sections, fields, format and other report settings.

MEXEM does not support the direct re-characterisation and conversion of a given account type to another as each structure typically requires specific account holder information, legal agreements and, in certain instances taxpayer reporting. Account holders who seek to convert their account from an Individual to Joint type or vice versa must first initiate a new account application and then request a transfer of assets once that new account has been approved. Once the transfer is completed, the old account will be closed.

You can connect Microsoft Excel to TWS or IB Gateway using the MEXEM Excel APIs. These APIs allow you to retrieve account, market data and trading-related information into Excel, depending on the specific API method used and your configuration.
MEXEM supports different Excel API options, including RTD Server, ActiveX and DDE. DDE, or Dynamic Data Exchange, is a legacy Windows-based method, while RTD is commonly used for retrieving live market data into Excel.
Please note that IBKR Excel API tools are available for Windows with Microsoft Excel and are not supported on Mac OS.

The default tax lot matching method for accounts is First In, First Out, or FIFO. This method can be changed through the Tax Optimizer.
To change the default matching method for the account, log in to Client Portal and open Tax Optimizer from the Performance & Reports / Tax Documents area. In the Tax Optimizer panel, select the desired Account Default Match Method and save the changes. The new default method will apply until it is changed again.
Clients may also change the matching method for the current trading day, the prior trading day, or for a specific symbol. These changes override the account default only for the selected day or symbol. After that, the account will return to the default match method.
Available tax lot matching methods may include FIFO, LIFO, Highest Cost, Maximize Long-Term Gain, Maximize Long-Term Loss, Maximize Short-Term Gain, Maximize Short-Term Loss and Specific Lot, where available.
Please note that futures, except single stock futures, and options on futures always use FIFO regardless of the account default matching method.

Official Trade Confirmation Reports are configured from Client Portal. Log in to Client Portal and go to Performance & Reports > Statements > Statements Delivery. From there, configure the delivery settings for Daily Trade Reports or Trade Confirmation Reports and select the preferred email delivery option, where available.
If you are looking to receive trade alerts instead of official trade confirmation reports, these can be configured separately in TWS or MEXEM Mobile. In TWS, open the Alerts tool, create a Trade Alert, and in the Actions section select the option to send the message by email. In MEXEM Mobile, open the Alerts or Notification & Email settings, configure the trade alert, and select email as the notification method where available.
Please note that email alerts are generally available for live accounts and may not be available for simulated paper trading accounts.

The steps are the following: ‍ Log into Client Portal (Web) / Account Management Select Settings followed by User Settings Click the Configure (gear) icon next to Password to create a new password for your account.

You can update your passport number directly from Client Portal. Log in to Client Portal and go to Settings > Account Settings > Profile Information / Personal Information. Select the identity document section, update the passport details and upload the new document if requested.
Please note that the update may be subject to review by MEXEM, and additional verification may be requested if needed.

You can change your email address from Client Portal.
Log in to Client Portal and go to Settings > Communication > Email Address.
If you manage multiple accounts, select the relevant account when prompted. Enter the new email address, confirm it, and follow the on-screen instructions to complete the verification process.

You can unsubscribe from MEXEM marketing materials, including mailing and electronic marketing communications, through the MEXEM website by submitting the relevant unsubscribe request. Please note that unsubscribing from marketing material does not necessarily stop regulatory, operational, account-related or service communications, which may still be sent where required.

To request a change from Professional to Non-Professional market data subscriber status, log in to Client Portal and go to the User menu / profile icon > Settings > Market Data Subscriptions.
In the Market Data Subscriber Status section, check whether a Configure / gear icon is available. If available, click it and follow the instructions to request a change to Non-Professional status.
If you do not see the option to change the status directly, you may need to complete or update the Non-Professional Questionnaire. This can usually be found in the same Market Data Subscriptions area. Once submitted, the questionnaire will be reviewed, and the subscriber status may be changed upon approval.
You can find interest charges in your Activity Statement.
Log in to Client Portal and go to Performance & Reports > Statements.
Select Activity Statement, choose the account and the period you want to review, then run the statement.
In the statement, check the Interest Accruals section and the Broker Interest Paid and Received section. Interest generally accrues daily and is posted monthly after the end of the month. When interest is actually charged or paid, the daily accruals are reversed and reflected in the relevant interest section of the statement.

You can check your account type directly from Client Portal.
Log in to Client Portal and go to User menu / profile icon > Settings > Account Configuration > Account Type.
In this section, you can view whether your account is currently set as Cash, Margin or Portfolio Margin. If eligible, you may also be able to request an upgrade from Cash to Margin, or from Margin to Portfolio Margin, from the same section. MEXEM’s Client Portal documentation confirms that the Account Type screen is used to view or request changes to the account type.

SMS authentication is generally intended as a temporary two-factor authentication method. Once a permanent security device has been activated, such as IBKR Mobile Authentication / IB Key or a physical security device, SMS authentication is normally replaced by that permanent method.
For this reason, it is generally not possible to reactivate SMS authentication as the main login security method once it has been replaced by a permanent security device.
If you have changed your phone number, lost access to your previous number, or are unable to complete the login authentication process, please contact MEXEM Support. MEXEM can guide you through the available security device recovery or replacement procedure with IBKR.

Account holders of an individual account may not include another person to an existing account, if the result of adding that individual would serve to change account ownership. In addition, an individual account holder can generally add additional users to the account and assign specific access rights. However, adding a user does not change the legal ownership of the account. The additional user is not considered an account holder or co-owner, unless a separate joint account structure is opened where applicable. To add an additional user, please log in to Client Portal and go to Settings > Account Settings > Users & Access Rights. From there, select the option to add or manage users, enter the user’s details and assign the relevant permissions. Please note that adding a user grants access rights only and does not change the legal ownership of the account.

Clients are the beneficial owners of the securities held in their account. However, U.S. shares are generally held in “street name,” meaning that they are not registered directly in the client’s name on the books of the issuer.
Instead, the securities are held in book-entry form through the broker, custodian, or nominee structure used for the account. The broker’s records show that the client is the beneficial owner of the securities.
This structure is commonly used in the U.S. market and allows securities to be held and transferred electronically.

Cash accounts are not allowed to trade Forex on a leveraged basis, but are allowed to convert one currency to another. As a Forex transaction represents the simultaneous purchase of one currency vs. the sale of another, that sale will result in a short (i.e., borrow) position unless it serves to close or convert an existing long position. Accordingly, Forex orders which would result in a short balance in any given currency, if executed, will not be accepted in a cash account.

No, the primary username is created at the point of account application and is correlated with the account permissions, trading capabilities, and login access in addition to disclosures, agreements and acknowledgements.It is not possible to edit an already existing username or create a secondary user a primary user, or vice versa.