SUPPORT
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Clients may deposit from their joint bank accounts using the deposit methods available via the Transfer & Pay , Transfer Funds menu in Client Portal (Web)/Account Management (TWS). Certain payment instructions will be shown during the deposit notification process. Please check with your bank for any restrictions on their end.

Yes, you can generally log in to your live account and paper trading account at the same time.
However, live market data access may be limited when the live and paper accounts are used simultaneously. Paper trading accounts can share the market data subscriptions of the linked live account, but real-time data availability may depend on the active sessions, the device used and the applicable market data permissions.

Advisor clients may receive quarterly activity statements by mail at the mailing address registered on the account. For this reason, clients should ensure that their mailing address is always accurate and up to date in Client Portal.
Quarterly statements and other account reports are also available electronically through Client Portal. Clients can log in and go to Performance & Reports to view and download available statements in PDF format.

US Stock options do not use an ISIN identifier. US Stock options have an identification number consistent with the Options Symbology Initiative used by the OCC and the option exchanges. For example, the Facebook (FB) Aug'18 190 Put option has an identifier of FB 180831P00190000.

MEXEM generally provides shareholder communications, such as proxy materials and annual reports, electronically where electronic delivery is permitted and available.
If you hold an eligible position on the relevant record date, you may receive shareholder materials by email or through a secure third-party proxy service provider. The communication will usually contain instructions on how to access the materials online and, where applicable, how to submit your voting instructions.
In some cases, shareholder materials or notices may still be sent by postal mail. This can depend on the issuer, market, depositary, local regulations, the type of security or the delivery method supported by the relevant service provider.
To help ensure that you receive electronic communications, please make sure that your registered email address is correct and that messages from MEXEM, IBKR and their proxy service providers are not blocked by your spam or email filters.
If you continue to receive physical mail or if you want to check the delivery settings available for your account, please contact MEXEM Client Services..

You can export your positions from Trader Workstation.
To do this, log in to TWS and open the Account Window by selecting Account, then Account Window. From the Account Window, select File, then Export Portfolio. Choose the location where you want to save the file, enter a file name and save the export in CSV format.
This function can be used in both live and paper trading accounts. Please note that menu names may vary slightly depending on the TWS version and layout you are using.

MEXEM does not currently offer a charitable transfer of securities service.
If you wish to donate securities to a charity, you may need to first transfer or withdraw the assets according to the standard transfer procedures available on your account, where applicable, and then arrange the donation directly with the receiving institution or charity.

In TWS Mosaic, you can view your portfolio from the Monitor panel. If the Portfolio tab is not already visible, click the “+” icon in the Monitor panel and add a Portfolio page. The Portfolio page displays your open positions and related information such as market value, average price, unrealized P/L and other available columns.You can customize how your positions are displayed by right-clicking a column header. For example, you can manage the visible columns, sort positions by clicking a column name, or right-click the Financial Instrument column to change the grouping method. To view broader account information, such as Net Liquidation Value, cash balances, margin requirements and funds available for trading, open the Account Window. You can do this by clicking the Account button from the Portfolio page or by selecting Account Window from the Account menu. In Classic TWS, you can view your portfolio by selecting Account from the top menu and then opening the Portfolio Window or Account Window, depending on your layout and TWS version.

You can send general feedback to MEXEM by contacting MEXEM Client Services through the available support channels. Please include a clear description of your feedback, your account number where relevant, and any screenshots or details that may help us review your request.

Trading Assistant notifications can be configured from the MEXEM Mobile app. These notifications are managed individually, and each notification type can be turned on or off using the relevant toggle. There is currently no single option to disable all Trading Assistant notifications at once from the app.
To access Trading Assistant, open the MEXEM Mobile app, tap the Account menu icon and go to Settings, then Notification & Email. From there, open Trading Assistant and review the available notification categories.

If your LEI was requested through MEXEM/IBKR and you do not want it to be renewed at the annual renewal date, please contact MEXEM Support directly at least two weeks before the LEI renewal date.
When contacting MEXEM Support, please include your account number, the entity name and the LEI number, if available. This will allow the request to be reviewed and processed correctly.
Please note that certain account types, exchanges, products or regulatory reporting regimes may require an active LEI before orders can be accepted. If the LEI is no longer active, both opening and closing orders may be rejected where an LEI is required.
Before requesting non-renewal, please consider the possible operational impact on your account and any existing positions. MEXEM cannot provide regulatory or tax advice. If you are unsure whether your entity still requires an LEI, we recommend consulting a qualified adviser.

Not all currency pairs are directly quoted. Liquidity providers may not provide quotes for every possible currency pair. If you want to convert funds between two currencies that are not directly quoted, you may need to use a common intermediate currency, such as USD, and complete the conversion using two separate orders.
In TWS, you can review available FX pairs by using FX Matrix. In Mosaic, go to New Window and select FX Matrix. In Classic TWS, go to Trading Tools and select FX Matrix. FX Matrix displays multiple currency pairs in one window and allows you to view available quotes across selected currencies.

If your account has been marked as a Pattern Day Trader and you believe you are eligible for a reset, please contact MEXEM Support directly.
When contacting MEXEM Support, please include your account number and confirm that the request relates to a Pattern Day Trader reset. The request will be reviewed based on the applicable PDT rules and account eligibility.
Please note that a PDT reset is not always available. If your account is not eligible for a reset, or if the reset option is not available, the account may remain subject to Pattern Day Trader restrictions.
Pattern Day Trader rules may restrict trading activity in margin accounts that execute four or more day trades within five business days, where those day trades represent more than 6% of total trading activity for that period.
If you are unsure why the restriction was applied, please contact MEXEM Support and provide the exact warning or restriction message shown on the platform.

In MEXEM Mobile and TWS, you can create alerts for prices, trades, margin and other account-related events. Alerts can be delivered by email or, where supported, by SMS.
Before you can receive SMS alerts, you must configure your SMS address in Client Portal. To do this, log in to Client Portal, click the User menu in the top-right corner and select Settings. Under Communication, open Alert Notifications and select the preferred alert destination. If you want to receive SMS alerts, enter and save a valid SMS address.
An SMS address is an email-to-SMS address used by mobile phone providers to deliver text messages to your phone. For non-U.S. residents, the SMS address must generally start with the country code. Availability may depend on your mobile provider and whether email-to-SMS delivery is supported.
Once the SMS address has been configured, you can set alerts from MEXEM Mobile or TWS and select the available notification method when creating or editing the alert.

If you are a non-U.S. person or entity, the tax forms available to you will depend on your account type, country of residence and account activity during the relevant tax year.
For non-U.S. persons, Form 1042-S may be issued where the account received U.S.-source income subject to U.S. withholding tax, such as dividends, interest or substitute payments. Depending on the account and activity, additional reports such as a Dividend Report may also be available.
Tax forms are made available through Client Portal once they have been issued. To check whether your tax forms are available, log in to Client Portal and go to Performance & Reports, then Tax Documents. From there, you can view and download the tax documents currently available for your account.
Please note that forms are only generated where applicable. If no relevant reportable income or activity occurred during the tax year, a specific tax form may not be issued.
MEXEM cannot provide tax advice. If you are unsure which tax forms apply to your situation or how they should be used in your country of residence, we recommend consulting a qualified tax adviser.

IRS Form W-8 is used to certify that you are a non-U.S. person or entity for U.S. tax purposes. It is also used to claim a reduced U.S. withholding tax rate on certain U.S.-source income, such as dividends and other income paid in relation to U.S. securities, where an applicable tax treaty is available.
If a valid W-8 form is not on file, the broker may be required to apply the standard U.S. withholding tax rate, and treaty benefits may not be applied. In some cases, the account may also be treated as not properly documented for tax reporting purposes.The type of W-8 form required depends on the account holder. Individuals generally complete Form W-8BEN, while entities generally complete Form W-8BEN-E or another applicable W-8 form depending on their structure and tax status. You can review or update your tax forms through Client Portal by going to Settings, then Account Profile, opening the relevant profile and selecting Tax Forms.MEXEM cannot provide tax advice. If you are unsure which form applies to you or how it should be completed, we recommend consulting a qualified tax adviser.

If you lost your phone with MEXEM Mobile authentication, installed, you may be able to reactivate MEXEM Key on a new phone without contacting Client Services, provided that you can still receive SMS messages on the same mobile number used when MEXEM Key was originally activated. To proceed, install the MEXEM Mobile app on your new phone and follow the on-screen recovery or migration instructions. You will normally be asked to enter your username and password, receive an activation token by SMS, and complete the activation process on the new device. If you cannot receive SMS on the registered mobile number, or if you cannot complete the recovery process from the app, please contact MEXEM Support directly by telephone. For security reasons, login and authentication issues require identity verification before account access can be restored.

Single-Stock Futures, or SSFs, are futures contracts whose underlying instrument is an individual stock, or in some cases a narrow-based equity index. Unlike stock options, SSFs do not have a strike price; they represent an obligation to buy or sell the underlying instrument at a future date, according to the contract specifications.
Through MEXEM, clients can access a wide range of products, including stocks, options, futures, currencies, bonds and ETFs, subject to product availability, trading permissions, account eligibility and applicable regulatory restrictions.

This message means that the account does not currently have enough settled cash available to support the order.
When a security is sold or a position is closed, the cash proceeds may not be immediately available for a new transaction. The proceeds usually become available only after the trade has settled. Settlement timing depends on the product, market and currency involved.
This message is most common in cash accounts, because cash accounts cannot borrow funds and may be limited to trading with settled cash only. It may also appear when the client is trying to use proceeds from a recently closed position before those proceeds have fully settled.

This message means that the order would create or maintain a short call position that the account is not eligible to hold. This can happen if the account is a cash account, or if the account has limited options trading permissions. Cash accounts cannot hold uncovered short call positions. A margin account and the appropriate options trading permissions are generally required for strategies involving uncovered short calls or other advanced options positions.Clients who wish to review or update their account type or trading permissions can do so from the Client Portal by going to Settings > Account Settings and selecting the relevant configuration section. Approval is subject to account eligibility, experience, financial profile, regulatory requirements and margin requirements. If the account already has margin enabled, the message may still appear if the selected options permissions do not allow the specific strategy being entered.

It means that recently deposited funds may be withdrawn only to the same bank account from which they were originally received.
This restriction commonly applies to deposits made through methods such as ACH or EFT. It is used as a security measure because these transfers may be reversed by the sending institution in cases of error, fraud or other return events.
During the restriction period, the funds may still be withdrawable back to the originating bank account, provided any initial credit hold has expired. However, withdrawals to a different bank account may not be available until the full restriction period has passed.
The applicable hold period depends on the deposit method, currency, country and account setup. Clients can check the available withdrawal amount and any restrictions directly from the Client Portal before submitting a withdrawal request.

A Friends and Family Advisor account is an account structure that allows an approved advisor or account manager to manage up to 15 linked accounts from a single master login. The structure is designed to provide centralized access for trading, account management and reporting, while each underlying client account remains separate. The available account types and features may vary depending on the client’s country of residence, legal structure, account eligibility and applicable regulatory requirements. This type of account may be suitable for managing accounts for family members or close connections, subject to approval and the applicable permissions. Clients can review the available account structures and submit the relevant application through the MEXEM account opening process.

A Trusted Contact is a person designated by the client whom MEXEM may contact in limited circumstances to help protect the account. For example, MEXEM may contact the Trusted Contact if there are concerns about possible financial exploitation, suspected fraud, difficulty reaching the client, or the need to confirm the client’s current contact details, health status, or the identity of a legal guardian, executor, trustee or holder of a power of attorney. Adding a Trusted Contact is optional. A Trusted Contact does not receive login access to the account and does not have authority to place trades, request withdrawals, transfer funds, make account decisions or act as a power of attorney, unless that person has been separately granted such authority through the appropriate account permissions. Clients can add or update a Trusted Contact from the Client Portal.

ACATS stands for Automated Customer Account Transfer Service. It is an electronic transfer system operated through the National Securities Clearing Corporation (NSCC) that automates and standardizes the transfer of eligible assets between participating brokerage firms and/or banks. ACATS can be used to request a full or partial transfer of eligible positions and, where supported, cash from another participating firm. Availability depends on the delivering firm, the receiving firm, the account type and the instruments being transferred.
Clients can submit an ACATS transfer request online by selecting the relevant transfer option in the Client Portal and providing the details of the external account from which the assets should be transferred.

SMA stands for Special Memorandum Account. It is a margin-related figure used in Reg T margin accounts to track excess equity or margin credit that may be available for future securities transactions. SMA is not a cash balance and it is not the same as account equity. It is an accounting value used for margin purposes and cannot simply be converted into cash. A positive SMA may increase the account’s ability to enter eligible securities transactions, subject to margin requirements, account type, product eligibility and regulatory rules.SMA is generally relevant to the securities side of the account. If the client also trades futures or futures options, cash may be allocated to the commodities side of the account to support those positions. This can affect the cash and margin figures shown in the account. Clients can review their available balances, margin requirements and excess funds sweep settings directly from the Client Portal or trading platform.

A Cash account allows clients to trade using the cash available in the account. In a Cash account, clients cannot borrow funds against their portfolio and may be required to wait for trades or currency conversions to settle before using the proceeds for new transactions.
A Margin account may allow clients to borrow funds against eligible collateral in the account, subject to margin requirements, account eligibility and applicable regulations. Margin accounts may also support additional trading features, such as short selling or certain options strategies, where the required trading permissions are approved.
Clients can request an upgrade from a Cash account to a Margin account through the Client Portal. Approval is not automatic and depends on the client’s profile, experience, account type, regulatory requirements and margin eligibility.

Securities margin generally refers to the use of eligible securities and cash as collateral in a margin account. It may allow clients to borrow funds against marginable securities, subject to margin requirements, account eligibility and applicable regulations.
Commodities margin generally refers to the collateral required to open and maintain futures, futures options and similar positions. This margin is not the same as borrowing cash. It is a performance bond designed to help cover potential losses on open derivative positions.
Margin requirements can vary by product, market, account type, position size, volatility and house margin rules. Clients should always review the real-time margin impact of an order before submitting it.

Clients can monitor their margin values in real time from the trading platform by opening the Account Window and reviewing the Margin Requirements and Available for Trading sections.
In MEXEM Mobile, margin information can be viewed from the Account screen by opening the Margins or Funds tabs.
Clients who would like to review margin information broken down by position can generate a Margin Report from the Client Portal. This report provides a daily snapshot and may differ from real-time margin values shown on the trading platform.
Before submitting an opening or closing order, clients can also use the Check Margin Impact or Preview function to estimate how the order may affect the account’s margin requirements.
Margin requirements can change in real time based on market conditions, product type, position size and account eligibility. Clients should always review the margin impact before submitting an order.

MEXEM offers several API solutions depending on the client’s needs, account setup and eligibility. The main API options include: Trader Workstation API: a feature-rich API for clients who want to connect custom trading applications to the desktop trading platform. It can be used for functions such as market data, order submission, order management and account information, subject to the client’s permissions and technical setup. Client Portal API: a REST-based API that allows clients to connect to account, trading and portfolio functions through a web-based interface or local gateway, depending on the configuration available for the account. Institutional and third-party API solutions: additional API solutions may be available for eligible advisors, introducing brokers, white-label partners or approved third-party vendors. API availability, supported functions and market data access may vary depending on the account type, trading permissions, market data subscriptions, regulatory requirements and technical configuration. Additional information on API solutions is available on the MEXEM website.

The European Market Infrastructure Regulation, or EMIR, is an EU regulation designed to increase transparency and reduce systemic risk in the derivatives market.
EMIR introduced a number of obligations for certain parties entering into derivative transactions. These may include reporting derivative contracts to a trade repository, clearing certain OTC derivatives through a central counterparty, and applying risk mitigation procedures for non-centrally cleared derivatives.
The specific obligations depend on the client’s classification, the type of derivative traded and the applicable regulatory requirements.

The EMIR form is used to collect the information required for regulatory reporting of derivative transactions under the European Market Infrastructure Regulation.
Clients may be asked to provide or confirm details such as their legal name, country of incorporation or domicile, entity classification, relevant identifiers and other regulatory information. These details help ensure that derivative transactions are reported correctly to the relevant trade repository, where applicable.
To complete the form, clients should log in to the Client Portal, open the pending regulatory task or form, review the pre-filled information, complete any missing fields, and submit the form for review. If any information is unclear or not applicable, clients should consult their legal, tax or compliance adviser before submitting the form.

Net Liquidation Value, also called Net Liquidity or NLV, represents the estimated total value of your account if all positions were marked to market and liquidated at current market values.In general, Net Liquidation Value includes the value of your cash balances and open positions, converted into your account’s base currency where applicable. It may include cash, stocks, bonds, funds, options and other eligible positions, depending on the products held in the account.

Linking accounts under the same username allows clients to access multiple accounts using a single username, password and two-factor authentication method. Once the accounts are linked, clients can log in to the trading platform or Client Portal and select the account they wish to view, trade from, or manage.
This can make account access more convenient, as clients do not need to remember separate login details or manage multiple security devices for each account.
Linkage may also help reduce duplicate market data subscription costs. Market data subscriptions are generally billed at the user/session level, so clients who previously maintained the same market data subscriptions across multiple accounts may be able to consolidate them after linkage. Any potential saving depends on the specific subscriptions, account structure and applicable market data rules.

For security reasons, Client Portal sessions automatically time out after a period of inactivity. This helps protect the client’s account and personal data if the client forgets to log out or leaves the device unattended. This is a system security setting and cannot be adjusted by the client.    If the client is logged out before the expected inactivity period, the issue may be related to the browser, device or internet connection. The client can try the following troubleshooting steps:
clear the browser cache and cookies;
test a different browser, such as Chrome, Firefox, Edge or Safari;
check whether the same issue occurs from another device or from MEXEM Mobile;
disable browser extensions, VPNs or proxy services temporarily;
make sure cookies are enabled and not blocked by privacy settings;
restart the device and internet modem/router.
If the issue continues after these steps, the client should contact MEXEM Client Services for further assistance.

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This message appears when the same username already has an active trading or market data session open on another platform. A username can only have one active trading and real-time market data session at a time. For example, if the client is already logged in to a trading platform or MEXEM Mobile and then opens Client Portal, Client Portal may allow account management access only, without trading or real-time market data permissions. The client can still use Client Portal to manage the account, but trading and real-time market data will remain active on the other platform. To enable trading and market data access in Client Portal, the client can select “Log in with Trading/Market Data”. This will transfer trading access to Client Portal and disconnect the trading session on the other platform.