FAQ

This support service has been created specifically for clients of international broker TenkoFX who may have questions about Forex trading.

Here you can find information about our terms and conditions of trading, and matters such as Forex processes, how to withdraw or transfer funds, training, technical issues and fundamental analysis, etc.

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  • General questions
    • 01 What services does TenkoFX offer?

      TenkoFX provides technology and accompanying services to enable you to access the Forex and CFD commodity markets.
      Through advanced technology and secure platforms we create the best possible conditions for our customers to work effectively, maximise profits and reduce risks from asset price fluctuations.

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    • 02 Why should I work with TenkoFX?

      These are just some of the benefits of working with TenkoFX:

      • You have access to the world's most popular trading platform, MetaTrader 4. It also can be installed on mobile devices running Android and IOS, giving you 24 hour access to the market so you never miss an opportunity.
      • You can open an account on a real ECN trading system and get direct access to the international markets without the need for intermediaries. Real ECN trading guarantees instant processing of orders without re-quotes or delays.
      • You can take advantage of our innovative PAMM investment system. As a manager PAMM gives you high visibility and the opportunity to attract investors and make commissions. As an investor, PAMM is an easy and secure way to make money in the Forex markets even if you have no trading expertise.
      • You can manage all your activities and funds quickly and easily from TenkoDESK, your personal, customised workspace.

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    • 03 How can I make a profit from doing business with TenkoFX?

      There are several ways to earn money using our services. You can participate as:

      a trader - personally make deals in the market and earn profit from your trades
      an investor - choose an experienced manager to invest your capital and receive a share of the gains from their trades
      a manager - accept investments and receive a share of the profits on the trades you make for your clients
      a partner - attract customers and receive a percentage commission on their deals

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    • 04 What is the mission and purpose of TenkoFX?

      Our business is transparent, clear and strictly regulated. Our purpose is to derive profit and help our customers to do the same.
      We are continually investing in new projects designed to develop our services, create innovative tools and expand your trading opportunities.
      We are committed to providing our customers with full and up-to-date information, as well as comprehensive quality support, to help establish confidential and long-term relationships between brokers and traders.

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    • 05 Does TenkoFX guarantee the safety of the funds in my account?

      As a TenkoFX account holder you can have absolute confidence that your funds are fully secured against theft or misuse. Every aspect of our infrastructure has been designed to meet the very highest standards of privacy and security. We have implemented a series of highly effective security measures throughout our site to eliminate the risk of theft or unauthorised access to your account and our security technology is as reliable as that used by major banking institutions.

      As a managing trader you can be confident that you will always be fully rewarded for profitable performance, in line with your agreed investment terms. Your share of the profits you have earned will automatically be transferred to you whenever one of your investors makes a withdrawal of funds.

      As an investor we have created a secure investment environment to protect you and your funds, in which all settlements and data reporting are moderated by an independent party. We will hold your funds in custody in an individual, segregated account, insured by the investor compensation fund. Your managing trader will be technically empowered only to trade on your behalf, not to access or withdraw funds.

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  • Personal Area
    • 01 How do I register for TenkoDESK?

      To register for your TenkoDESK account simply click here.
      After you submit your registration form we will send you a confirmation code by SMS.
      Once registration is completed we will email you your TenkoDESK login and password, and you'll have instant access to your personal workspace.

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    • 02 Can I open multiple accounts in one name?

      There must be only one TenkoDESK in one name. If you forget your username or password or are unable to access your account for any reason, please contact customer support to recover your login details.

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    • 03 What is the TenkoDESK verification process? What documents will I need in order to complete it?

      We require all customers to undergo our verification process to confirm your identity and place of residence. You will need to upload the following documents in Profile of your TenkoDESK:
      • a scan of your passport or ID
      • a document that verifies your address, such as a utility bill or bank statement

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    • 04 I've forgotten my TenkoDESK password. How can I restore it?

      Go to the TenkoDESK login page and click on the 'forgot my password' link. You'll be asked to enter your login ID or email address and we'll send you a confirmation code via SMS. Once you've verified your identity by entering the SMS code, our system will send a new password for your TenkoDESK account to your email and phone. You should change your password within TenkoDESK as soon as you log in.

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    • 05 Can I change the information in my TenkoDESK profile? (name, phone, leverage, account currency, email)?

      Most of your client-related information (such as your phone number, email, and password, etc.) can be changed via the Profile section of your TenkoDESK workplace.

      You can not change the currency of your trading account, but you can open a new account with the desired currency.

      If you need to change or correct the name on your account you will need to contact our customer support team and undergo the verification process for your new name.

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    • 06 What is the Money Box?

      The Money Box section of your TenkoDESK account is a virtual wallet which allows you to:

      • control the cash flows on all your accounts
      • make transfers, investments and conversions in the volumes you choose
      • maintain the required balance of reserve funds for your accounts

      After you have completed your TenkoDESK registration you will have access to separate Money Box accounts in the six different currencies you can use for your trades or investments (USD, EUR, RUB, CNY, INR and IDR).

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    • 07 What is the Money Box?

      The Money Box section of your TenkoDESK account is a virtual wallet which allows you to:

      • control the cash flows on all your accounts
      • make transfers, investments and conversions in the volumes you choose
      • maintain the required balance of reserve funds for your accounts

      After you have completed your TenkoDESK registration you will have access to separate Money Box accounts in the six different currencies you can use for your trades or investments (USD, EUR, RUB, CNY, INR and IDR).

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    • 08 I forgot my PIN- code. How can I recover it?

      To recover your eWallet PIN code please follow these steps: Log in to your personal area. Select Settings → Data Recovery in the main menu. Then fill out the form and click on the button "Submit"

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    • 09 What are SMS notifications?

      SMS notifications are an optional service that provides you with regular, real-time information on the current status of your trades and operations. Updates will be sent to the mobile number indicated in your Profile.

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    • 10 How can I activate or deactivate SMS notifications?

      To enable or disable the SMS notification service, simply log on to your TenkoDESK Profile and check or uncheck the options as desired.

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  • Deposit and withdrawal
    • 01 What is the Money Box?

      The Money Box section of your TenkoDESK account is a virtual wallet which allows you to:

      • control the cash flows on all your accounts
      • make transfers, investments and conversions in the volumes you choose
      • maintain the required balance of reserve funds for your accounts

      After you have completed your TenkoDESK registration you will have access to separate Money Box accounts in the six different currencies you can use for your trades or investments (USD, EUR, RUB, CNY, INR and IDR).

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    • 02 How can I fund my Money Box and trading account?

      To transfer money into your Money Box, log in to TenkoDESK, select the 'Profile' tab, then 'Top up Money Box'.
      Detailed deposit instructions.

      Once your funds are available in your Money Box you can transfer them to your trading account by selecting the 'Trader' tab,
      then 'Top up trading account'.

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    • 03 How can I make a withdrawal from my Money Box?

      To withdraw funds from your Money Box log in to TenkoDESK, choose the 'Profile' tab then 'Withdrawal from Money Box'.

      If your funds are currently held within your trading account you will first need to transfer them to your Money Box, as the trading account is only used for trading. To do this sel ect the 'Trader' tab, then 'Withdrawal fr om account'

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    • 04 What is the minimum deposit I need in order to start trading?

      To replenish your Money Box account, the minimum amount is:

      • $10 or €10 via for electronic payment systems
      • $10 via bank cards
      • $500 / €500 via bank transfer

      The minimum amount required in a trading account is:

      • $10 for a STP account
      • $100 for an ECN account
      • $100 for a PAMM account

      You can transfer a minimum amount of $1 from your Money Box to a trading account.

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    • 05 What payment systems can I use to make a deposit or withdrawal?

      We are constantly adding new payment systems for the convenience of our customers. To see the current list of available payment systems please press here.

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    • 06 Will I pay a commission when I make a deposit or withdrawal?

      You will pay any commission charged by your chosen payment system, but you will not be charged any additional fees or commissions by TenkoFX.

      Press here to check the current fee rates for each payment system.

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    • 07 In which currencies I can open an account?

      You can open a trading account in the USD and EUR

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    • 08 I have requested a withdrawal but it was cancelled and the funds were returned to my account. Why?

      If a withdrawal has been cancelled you can check the reason in the comments section of your transaction record. To do this select the 'Profile' tab, then 'Action Journal'.

      If your request has been declined our financial managers will contact you and inform you of the reason, or you can contact them for more information.

      The most common reason for a declined transaction are:

      • there has been a violation of our policies against money laundering
      • you have requested a withdrawal via a different payment system than you used to deposit funds into your account
      • you have requested withdrawal to someone else's account or in a different currency

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    • 09 I want to fund my account with a credit card and have been asked to provide a CVC2/CVV2 code. What is it?

      The Card Verification Code (CVC2) or Card Verification Value (CVV2) is a three-digit number unique to your credit card. You can find it at the end of the card number on the signature panel of your card.

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    • 10 Is it possible to make withdrawals from the account of a third party?

      No. Funds transfers to and from third parties are not permitted.

      The restriction on the transfer of funds to third parties is a key part of the measures we take against money laundering. This is based on the decision of the International Financial Action Group against Money Laundering (FATF English. Financial Action Task Force on Money Laundering, FATF), established to coordinate international efforts to fight money laundering in 1989, at the summit of the 'Big Seven' in Paris, France.

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  • Trading conditions
    • 01 What is the minimum deposit I need in order to start trading?

      To replenish your Money Box account, the minimum amount is:

      • $10 or €10 via for electronic payment systems

      • $10 via bank cards

      • $500 / €500 via bank transfer

      The minimum amount required in your trading accounts is:

      • $10 for a standard account

      • $200 for an ECN account

      • $100 for a PAMM ECN account

      *after replenish your account you can refill it with a minimum amount of $1

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    • 02 What is leverage, and what level of leverage can I choose for my account?

      Leverage is the use of borrowed funds provided by the broker for trading.

      For example, leverage 1:50 means that the broker provides you with use of funds 50 times greater than the amount you invest, so you can open deals of 50 times greater volume. The level of leverage you can choose depends on the type of account you open. For more details on leveraging your trades click here.

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    • 03 Will the spread on my trades be fixed or floating?

      The type of spread depends on the type of account you open:

      • Standard (MT4) - fixed spread

      • Cent (MT4) - fixed spread

      • ECN (MT4) - floating spread

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    • 04 What kind of trading instruments do you offer and what are the commissions on them?

      For full details on all the trading instruments and commission rates click here.

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    • 05 What is a 'floating spread'?

      A floating spread will fluctuate according to market conditions. It may widen or narrow in response to the supply / demand-side liquidity provider.

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    • 06 What is a 'swap-free' trade and how can I access this service?

      Swap-free - service available to all clients. Accounts with swap-free feature do not settle for overnight-swap/rollover interest charge. As a disadvantage, these accounts have smaller choice of available trading instruments.

      To open swap free account tick the relevant checkbox on the account opening form.

      The feature is available for Standard and Cent account types only.

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    • 07 What is TenkoDESK?

      Whether you are a trader, investor, manager or partner, TenkoDESK is your convenient and accessible interactive workspace.
      TenkoFX is your personal gateway to all the services of TenkoDESK.

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    • 08 What is ECN technology?

      An account with ECN technology delivers a Level I price feed from liquidity providers and access to inter-bank liquidity, with fast order handling and no price requotes, but possible price slippage.

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    • 09 What is Margin Calls and Stop Outs? At what level will they be applied?

      A Margin Call is a warning to a client from a broker to top up their trading account balance with additional funds, in order to maintain the minimum ratio of funds to debt position (margin). These will apply if you leverage your trades with broker funds.

      A Stop Out is the forced closure by the broker of an unprofitable client position, due to insufficient margin funds in the account. This protects against further losses.

      • Standard (MT4) - 50% Margin Call, 25% Stop Out

      • Cent (MT4) - 25% Margin Call, 15% Stop Out

      • ECN (MT4) - 60% Margin Call, 30% Stop Out

      If you wish to receive Margin Call and Stop Out alerts by SMS, go to the SMS notifications section in your TenkoDESK.

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    • 10 Can I consult an expert advisor while trading?

      Yes you can seek the advice of any expert advisor, without restrictions.

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    • 11 What is the maximum number of orders I can have open simultaneously on a trading account?

      The maximum number of open orders will depend on the type of account you have:

      • Standard (MT4) - 100

      • Cent (MT4) - 100

      • ECN (MT4) - No limit

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  • Trading accounts
    • 01 What types of trading account are available?

      We offer three types of trading account:

      • STP (MT4) - Market Execution

      • ECN (MT4) - Market Execution

      Compare trading account.

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    • 02 How can I create a trading account?

      To create a trading account log into TenkoDESK, select the 'Trader' tab and then 'Open trading account'. You'll need to specify details about the account (type, currency, leverage) and confirm your agreement to the terms and conditions.

      Once your account has been successfully opened we will email you all the details.

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    • 03 In which currencies I can open an account?

      You can open a trading account in the USD, EUR, RUB.

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    • 04 How can I recover the password for my trading account?

      If you forget your trading account password you can recover it easily by going into the account settings in TenkoDESK. Click on the 'Reset password' button and your password will be sent via SMS to the mobile number provided in your profile.

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    • 05 How can I change leverage of my trading account?

      To change the leverage on a trading account sign in TenkoDESK, select the 'Trader' tab and choose the 'My trading accounts' section, then 'Details' and 'Account Adjustment'.

      The size of leverage you can select depends on the type of account you have chosen. For details click here.

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    • 06 Can I change the currency of my trading account?

      It is not possible to change the currency of a trading account, but you can create a new account with the required currency. Note that the maximum number of trading accounts you can create via TenkoDESK is six. If you need to open more than six accounts, you will need to contact our technical support team via live chat, phone or email.

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    • 07 Can I delete a trading account?

      For proper record keeping purposes we are not allowed to delete client trading or investment related information. Hoewer, we do allow for up to 5 trading accounts in single currency. You can therefore open more than one trading account.

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    • 08 How long does it take to withdraw funds from my personal account?

      The speed of a funds transfer out of your Money Box will depend on your choice of payment system. The following is a guideline:

      • Skrill - 6 hours*
      • Neteller, FasaPay - 24 hours*
      • WebMoney, Yandex Money, Qiwi - 3 working hours*
      • Debit and credit cards - during the workday*
      • Internet bank transfers - during the workday.*
      • Standard bank transfer - 2 to 5 working days

      *If any technical problems occur, transfers could take up to 24 hours.

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    • 09 What is my 'Investor password'?

      An investor password enables investors to view trades made by a manager on their behalf. As an investor you can log on to a trading account to view the trading history and open orders, but you cannot open, close or edit the deals.

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  • Trading platform
    • 01 What trading platforms do you provide?

      MetaTrader 4: Windows, Web Terminal, IOS, Android

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    • 02 How can I install a trading platform?

      To install trading platform you'll need to download the setup file for your chosen platform:

      MetaTrader 4 (Windows ver.)

      MetaTrader 4 (IOS ver.)

      MetaTrader 4 (Android ver.)

      MetaTrader 4 (Mac OS ver.)

      Installation guides

      Once you have downloaded the file, run it and select a directory on your device where the platform will be installed. After installing the program a launch icon will appear on your desktop, giving you easy access to the platform.

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    • 03 Which operating systems support the trading platforms?

      Both MetaTrader and cTrader run on Microsoft Windows, Android and IOS operating systems.

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    • 04 What password do I need to access a real or demo trading account? Which server should I select?

      For a REAL account you need to select the TenkoFX-Real server.
      (ip address: livemt4.tenkofx.com:443)

      For a DEMO account you should select the TenkoFX-Demo server.
      (ip address: demomt4.tenkofx.com:443)

      You will need your trader password to access either type of account.

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    • 05 What is the minimum / maximum transaction volume?

      Minimum and maximum trading volumes depend on the type of account you are using.

      • STP from 0.01 to 1000 lots

      • ECN from 0.01 to 1000 lots

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    • 06 Can I download a quote history to test my trading strategies?

      Yes, you can download this information from the official site developer's Metaquotes. To access it, log in to the MetaTrader terminal and sel ect 'Quote Archive' fr om the 'Tools' tab. Simply choose the currency pair and timeframe you need and click 'Download'.

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    • 07 I am using MetaTrader 4 and there is no 'New order' button. Why?

      If you cannot see a 'New order' button in the MetaTrader 4 trading terminal it means you are connected to your account via your investor password. You'll need reconnect using your trader password.In rare cases, the same error can occur because a manager has restricted access to your account. This situation is only possible with advance notice, in accordance with our customer agreement.

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    • 08 I am using MetaTrader 4 and have received the message "No connection". What is wrong?

      This type of error indicates that you are not connected to the trading server. Check the internet connection to your computer and make sure that you are not under a proxy blocking.

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    • 09 I am using MetaTrader 4 and have received the message "Trade context busy". What does this mean?

      This error can occur if you try to send a second, duplicate request to open a deal. You can clear it by restarting the terminal.

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    • 10 Trading history.

      In MetaTrader4 you can check your trading history in "Terminal" section. This section appears on the bottom by pressing CTRL+T.
      In "Terminal" section choose "Account history" tab. If you press right mouse button you will be able to choose history period and other settings from the pop-up menu.

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    • 11 Order types of MetaTrader 4.

      Market order is a commitment to the brokerage company to buy or sell a security at the current price. Execution of this order results in opening of a trade position. Securities are bought at ASK price and sold at BID price. Stop Loss and Take Profit orders (described below) can be attached to a market order. Execution mode of market orders depends on security traded.

      Pending order is the client's commitment to the brokerage company to buy or sell a security at a pre-defined price in the future. This type of orders is used for opening of a trade position provided the future quotes reach the pre-defined level. There are four types of pending orders available in the terminal:

      Buy Limit — buy provided the future "ASK" price is equal to the pre-defined value. The current price level is higher than the value of the placed order. Orders of this type are usually placed in anticipation of that the security price, having fallen to a certain level, will increase;

      Buy Stop — buy provided the future "ASK" price is equal to the pre-defined value. The current price level is lower than the value of the placed order. Orders of this type are usually placed in anticipation of that the security price, having reached a certain level, will keep on increasing;

      Sell Limit — sell provided the future "BID" price is equal to the pre-defined value. The current price level is lower than the value of the placed order. Orders of this type are usually placed in anticipation of that the security price, having increased to a certain level, will fall;

      Sell Stop — sell provided the future "BID" price is equal to the pre-defined value. The current price level is higher than the value of the placed order. Orders of this type are usually placed in anticipation of that the security price, having reached a certain level, will keep on falling.

      Stop Loss
      This order is used for minimizing of losses if the security price has started to move in an unprofitable direction. If the security price reaches this level, the position will be closed automatically. Such orders are always connected to an open position or a pending order. The brokerage company can place them only together with a market or a pending order. Terminal checks long positions with BID price for meeting of this order provisions (the order is always set below the current BID price), and it does with ASK price for short positions (the order is always set above the current ASK price). To automate Stop Loss order following the price, one can use Trailing Stop.

      Take Profit
      Take Profit order is intended for gaining the profit when the security price has reached a certain level. Execution of this order results in closing of the position. It is always connected to an open position or a pending order. The order can be requested only together with a market or a pending order. Terminal checks long positions with BID price for meeting of this order provisions (the order is always set above the current BID price), and it does with ASK price for short positions (the order is always set below the current ASK price).

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  • Analytics
    • 01 What is the TenkoFX technical blog?

      The TenkoFX technical blog is an analysis of price changes based on the performance of technical indicators and moving averages.

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    • 02 How do I use the technical blog?

      By default the technical blog table shows all the indicators and moving averages which are recorded in the blog. However, you can customise it by choosing any of the indicators from the list.
      Once you have made your choices the table will reflect only the indicators and moving averages that you want to signal you to buy or sell currency.

      There are five levels of buying and selling:

      • active buy
      • buy
      • neutral
      • sell
      • active sell

      You can use this tool to decide when to buy and sell, based on the behaviour of the indicators you select.

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    • 03 What is the Forex news section of your website?

      In the Forex news section we provide all the latest news from the currency market.

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    • 04 What is the economic calendar?

      The economic calendar provides an overview and analysis of events affecting the Forex market.

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    • 05 How can I use the economic calendar?

      The economic calendar allows you to prepare for the release of news that could affect the Forex market.
      Typically, when news is released the market reaction is negligible, provided that the forecast is the same as the actual results. If the forecast and the results do not match then the market can react violently to the discrepancy.

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  • Partner
    • 01 What types of affiliate programs do you have?

      TenkoFX offers a range of partnership programs, each designed to meet a different business model and set of objectives. As a TenkoFX partner you will become a quasi-shareholder in our company, sharing in our success and helping us to thrive by attracting new customers. You will earn income for every customer you bring in, regardless of the results of their trades. At this stage, we offer two types of affiliate programs: Agent and Introducing Broker (IB):

      Agent program is suitable for both experienced and beginner TenkoFX partners. When you sign up as an agent we will provide you with a personal referral link to post on websites, banners, forums and social networks, or share with your friends. When a client follows your link and makes a transaction, you receive an instant commission.

      Our Introducing Broker program is an advanced partnership option for companies with solid experience and knowledge of the Forex market. Our Introducing Brokers are generally established businesses with their own local client and representative bases. Becoming a TenkoFX Introducing Broker is an excellent way to expand your service offering and grow your business. Maximise your profits by attracting and providing TenkoFX services to your regional clients.

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    • 02 What types of affiliate programs do you have?

      TenkoFX offers a range of partnership programs, each designed to meet a different business model and set of objectives. As a TenkoFX partner you will become a quasi-shareholder in our company, sharing in our success and helping us to thrive by attracting new customers. You will earn income for every customer you bring in, regardless of the results of their trades. At this stage, we offer two types of affiliate programs: Agent and Introducing Broker (IB):

      Agent program is suitable for both experienced and beginner TenkoFX partners. When you sign up as an agent we will provide you with a personal referral link to post on websites, banners, forums and social networks, or share with your friends. When a client follows your link and makes a transaction, you receive an instant commission.

      Our Introducing Broker program is an advanced partnership option for companies with solid experience and knowledge of the Forex market. Our Introducing Brokers are generally established businesses with their own local client and representative bases. Becoming a TenkoFX Introducing Broker is an excellent way to expand your service offering and grow your business. Maximise your profits by attracting and providing TenkoFX services to your regional clients.

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    • 03 How much commission will I receive from the customers I attract?

      For information on commission rates please click here.

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    • 04 How can I register for a partner account?

      Once your TenkoDESK registration is complete you will automatically receive Agent status and receive a referral link you can use to attract customers (promotion materials).

      To apply for a specialised Partner program simply follow one of these links:

      Agent

      Introducing Broker

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    • 05 What methods can I use to attract clients?

      For information about the promotional materials available to you and how to use them click here

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    • 06 How can I get an affiliate link?

      You'll find your reference link for attracting customers within the 'Partner' - 'Partner link' section of your TenkoDESK workspace.

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    • 07 How often will I receive commissions?

      Information about commission is updated every day in your TenkoDESK. Commission is charged once a week.

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    • 08 What is a commission account?

      Multi-currency Commission account is designed for crediting partner remuneration and cashback.
      The number of your Commission account is indicated on the left side of the personal area. It is an alphanumeric combination that consists of 21 symbols and starts with XX.

      The Commission account automatically displayed in TenkoFX area only if you have received any partner remuneration in the referral program or cashback program.

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If you are unable to find appropriate answer to your questions, please contact our customer support consultant.

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