The FXTRADING.com Client Portal shows the Verification requirements currently required for your profile. If the Verification flow in the Client Portal asks for Proof of Address (PoA), complete that task even if PoA was not requested earlier or another customer appears to have received different requirements.
What if I cannot continue or resubmit verification?
Use the Verification flow in your Client Portal for Proof of Identity (PoI), face or liveness verification, and Proof of Address (PoA). Follow the instructions shown there.
If the Verification flow no longer allows another submission, sign in to the Client Portal.
Open Service Hub from the left-hand navigation.
Select Create Ticket.
Choose Account Verification. Select Invalid proof of identity document or Invalid proof of residence document when the displayed message matches your issue; otherwise choose Other for a general reset or reopen request.
Ask the Customer Support Team to reset or reopen your Verification flow. Include the verification step and the exact message shown.
Do not attach or upload copies of your identity document or Proof of Address to this ticket. Do not send them through email or Live Chat. If FXTRADING.com specifically asks for other additional supporting evidence, upload only those requested supporting documents through the Verification ticket. After the flow has been reset, return to the Verification section in the Client Portal and complete the requested identity, face or liveness, or address-verification step there.
Verification requirements can vary by customer type, country of residence, legal entity, information already verified and the current task shown in the secure flow. A previous approval does not prevent FXTRADING.com from requesting current or additional address information when required.
Why can an additional address check be required?
FXTRADING.com may need current address information to complete or update customer verification and meet applicable legal, regulatory or security requirements.
An additional task can appear when, for example:
the current verification flow requires more address information;
previously submitted information is incomplete, outdated or cannot confirm the current residential address;
the address registered in the Client Portal needs to be confirmed or updated;
a submitted document does not match the profile information; or
an additional review is required for the customer’s current account or verification state.
These are general examples. For your application, follow the reason or action message displayed in the Client Portal.
Are customers from Mainland China or Taiwan automatically exempt from PoA?
This is not an automatic exemption based only on nationality, document language or identity-card type. The current address on the identity card and both location signals must meet the conditions, and the Verification flow can still request current or additional address information.
During account verification, a supported Mainland China or Taiwan national identity card that shows your specific current residential address can satisfy both Proof of Identity and Proof of Address only when the country or region associated with both your device and IP address at the time of verification matches the Mainland China or Taiwan region shown on the identity card. When all these conditions are met, a separate PoA document is not required.
If either the device or IP address indicates a different country or region, the identity card cannot also satisfy PoA for that verification attempt. Provide PoA for your actual current residential location. For example, if a Taiwan identity card is used while the device or IP address indicates Singapore, Singapore PoA is required.
Does an additional PoA request mean I have done something wrong?
No. An additional verification request does not by itself mean that the account is suspected of wrongdoing. Verification requirements can change when more information is needed to confirm a customer’s current details or complete the applicable review.
Complete the task shown in the secure Client Portal. If the requested action is unavailable or appears incorrect, contact support before submitting a different document.
What document should I submit?
Select a document category offered by the Verification flow in the Client Portal. The document should generally:
show your full legal name;
show your complete current residential address;
identify the issuing organisation;
show an issue or statement date within the last 90 days;
be clear, complete and unaltered; and
match the information registered in your Client Portal or support an approved address update.
Can I use a Mainland China or Taiwan identity card as Proof of Address?
During account verification, a supported Mainland China or Taiwan national identity card that shows your specific current residential address can satisfy both Proof of Identity and Proof of Address only when the country or region associated with both your device and IP address at the time of verification matches the Mainland China or Taiwan region shown on the identity card. When all these conditions are met, a separate PoA document is not required.
If either the device or IP address indicates a different country or region, the identity card cannot also satisfy PoA for that verification attempt. Provide PoA for your actual current residential location. For example, if a Taiwan identity card is used while the device or IP address indicates Singapore, Singapore PoA is required.
This is not an automatic exemption based only on nationality, document language or identity-card type. The current address on the identity card and both location signals must meet the conditions, and the Verification flow can still request current or additional address information.
Complete verification from your actual location
Do not use a VPN or software that changes, hides or falsifies IP-address or device information during verification. Do not change location signals to make them appear to match the identity-card address.
What if I am actually in Mainland China or Taiwan?
Sign in to the official Client Portal.
Open Service Hub from the left navigation.
Select Create Ticket.
Choose Account Verification.
State that you are currently physically located in Mainland China or Taiwan, request a reset of the Verification flow, and include the exact message shown.
After the flow is reset, retry verification from your actual location without a VPN or software that changes, hides or falsifies IP or device information.
Do not attach your identity card or Proof of Address to this ticket. The ticket is only for review or reset of the Verification flow. Submit documents only through the secure Verification flow after it is reopened.
How do I submit the additional document?
Sign in to the official FXTRADING.com Client Portal.
Open the Verification flow requesting Proof of Address.
Read the task’s reason and document instructions.
Select an available document category.
Upload the original PDF, complete scan or clear photo accepted by the upload control.
Confirm that the name, address, issuer, date and all required pages are visible.
Submit the document.
Return to the Verification flow to monitor its status and action message.
Submit identity and address documents only through the Verification flow in the Client Portal.
What if the displayed requirement appears incorrect?
First confirm that:
your full legal name is entered correctly;
the residential address in your Client Portal is current;
the country and document category are correct;
the document is recent and complete; and
the uploaded information matches your profile.
For account-specific help, sign in to the Client Portal, open Service Hub from the left navigation menu, select Create Ticket, and choose the category and issue that best match your request.
your Customer ID or trading-account number;
the verification status and exact action message;
the document category you are trying to use;
a description of the issue; and
a screenshot of the task with sensitive document information hidden.
If another document is requested, upload it only through the Verification flow in the Client Portal.
What if no reason is displayed?
If the reason is blank, unclear, or the required document category or upload control is unavailable, contact support through the signed-in Client Portal. Do not repeatedly upload the same document without knowing what needs to be corrected.
Support can review the recorded status and available next action. Document acceptance is confirmed only after the document has been submitted and reviewed through the secure verification process.
Frequently asked questions
I completed verification before. Why do I need PoA now?
A previous verification result does not prevent a later request for current or additional information. Follow the task and action message displayed for your profile.
Another customer was not asked for PoA. Why am I being asked?
Verification requirements are profile-specific. Another customer’s experience does not determine the tasks required for your account.
Can support approve my document before I upload it?
No. Select an eligible document category and submit the document through the Verification flow in the Client Portal. Acceptance is confirmed after the document has been reviewed.