Frequently Asked Questions


  • 1. How do I open a live account?

    1. Navigate to the Live Account application page by clicking here.

    2. Complete the following details regarding your Account Settings:

    Account Type: Choose from our 5 account types: Classic, Silver, Gold, Platinum, and VIP. You can find more information about each type on our main page.

    Currency: Specify the currency in which all commission gains and losses will be shown as (USD, EUR, GBP).

    Funding Amount: Indicate the capital you intend to invest. A higher funding amount prompts increased contact from Kroxio staff to provide tailored services.

    Country: Select your country of residence.

    3. Accurately fill in the registration form with your personal details. Please be sure of the accuracy of the details you put in since these details are crucial for identification in case of lost account access.

    Note: All information provided is treated with the utmost confidentiality and security.

  • 2. How can I contact you?

    If you have any inquiries regarding your registration, the trading platform, unexplained errors, or technical issues, our Client Support Team is here to assist you. You can reach us through the following channels:

    1. Live Chat: Connect with us instantly through our Live Chat feature.

    2. Email: Send an email to [email protected] for assistance.

    3. Account Manager: Reach out directly to your dedicated account manager for personalised support.

    Please contact us using your registered email address to simplify the solution of your queries. We appreciate your trust in Kroxio and look forward to providing you with the support you need.

  • 3. I have problems with the registration – what can I do?

    If you encounter difficulties logging in or receive an error message during the registration process, we are here to help. Here are the steps you can take:

    Call Support: Feel free to call our support team in your preferred language. We are ready to assist you over the phone.

    LiveChat: Connect with us instantly through our LiveChat feature for real-time assistance.

    Email: Reach out to us by sending an email to [email protected]. Our team will promptly address your concerns.

    We understand the importance of a seamless registration process, so our dedicated support team is ready to ensure that you receive the assistance you need.

  • 4. How can I change the name I registered my account with?

    If you need to change the name associated with your registered account, follow these steps:

    Contact Support: In case of login issues or registration errors, reach out to our support team. You can call us in your preferred language, connect through LiveChat, or send an email to [email protected].

    Name Correction: Name changes are allowed only in the cases of a misspelling. If you wish to correct the name, send an email to [email protected] explaining the reason for the change. Attach a copy of your identity document or a document verifying the name change. We will review your request and provide updates on its status.

    Provide Accurate Information: It is important to note that accurate and valid information is required from the start of our business relationship. If you initially registered using a fake name, nickname, or a third party's name, please inform us accordingly.

    Additional information or documentation may be requested to process such changes.

    We appreciate your cooperation and understanding as we work to maintain the integrity and security of your account information.

  • 5. I forgot my username or password. How can I retrieve them?

    If you have forgotten your username or password, follow these steps:

    Contact Us: Use Live Chat for immediate support. Send an email to [email protected]
    Reach out to your dedicated account manager.

    Provide Information: When contacting us, be prepared to provide the necessary information for account verification. This may include personal details to ensure the security of your account.

    Prompt Assistance: Once we receive your request, our team will promptly retrieve or reset your username or password.

    We aim to provide a swift resolution to get you back to trading.

    Remember, maintaining the security of your account is our top priority, and the verification process is in place to protect your information.

    We appreciate your understanding and cooperation in this matter.

  • 6. What documentation do I need when opening an account?

    When opening an account, you will typically need to provide the following documents:

    Valid Government Issued Photo ID: Passport, National ID Card, Driver's Licence.

    Valid Address Verification Document: Utility Bill (e.g., electricity, water, gas) dated within the last three months, Bank Statement with your name and address, Government-issued ID card with address.

    Please note that the specific documents required may vary based on the review of your application by our Account Services department. It is advisable to check with our support team or refer to the account opening guidelines for any additional or updated documentation requirements. Ensuring the submission of accurate and valid documents is crucial for the successful and secure processing of your account.

  • Account Verification

    • 1. What documentation do I need when verifying an account?

      When verifying an account, you will typically need to provide the following documents:

      Identity Verification: Valid, current passports (national or international) Valid, current driver's licence Valid, current national ID Card

      Note: Other types of ID may be considered on a case-by-case basis after review. Birth certificates, marriage licences, and insurance cards are not accepted.

      Proof of Residence: Utility bill Bank, credit, or debit card statement Council tax bill

      Note: Utility bills and statements must be dated within the last three months. You have the option to redact confidential information such as account numbers.

      Additional Considerations: In accordance with regulatory obligations, additional documentation may be required at any time for internal periodical reviews.

      Please be aware that the specific documents needed may vary based on the review of your application by our Account Services department. It is advisable to check with our support team or refer to the account opening guidelines for any additional or updated documentation requirements.

      Ensuring the submission of accurate and valid documents is crucial for the successful and secure processing of your account.

    • 2. How can I upload or send my documents?

      To upload your documents, follow these steps: 1. Log into your account. 2. Navigate to "My Account." 3. Under "Personal Information," select "Upload Documents."

      If you encounter difficulties uploading your documents, you can send them via email to [email protected]. Our support team will assist you in completing the necessary steps.

      Please ensure that all documents submitted are clear, valid, and meet the specified requirements for a swift and successful verification process.

    • 3. How can I verify my account?

      Verifying Your Account: Account verification is a mandatory step to ensure compatibility and security. Follow these guidelines to verify your account:

      Proof of Identity: Submit a coloured copy of a valid government-issued ID (e.g., Passport, ID card, driver’s licence). The document should display your name, picture, date of birth, and date of expiry. Send copies of both sides of the ID card or driver’s licence.

      Proof of Address: Provide a document that includes your name, address and date of issue and is not older than three months. Acceptable documents include: bank statements, credit card statements, utility bills (electricity, water, gas), council tax bills, and mobile or landline phone and internet bills. The details must match those registered on your account.

      Unacceptable Documents for Verification: Letters, receipts, medical documents, university or school documents, tenancy contracts. Cropped documents, screenshot copies, documents older than 3 months. Documents with PO box address or retail statements.

      Document Clarity: All documents must be readable, with all corners clearly visible. If a document is password-protected, provide the password to our Client support.

      Credit Card Copy (if requested): In case a credit card copy is required, provide a photo showing both sides. Cover the CVV on the back side and display only the first 6 and last 4 digits on the front side.

      Kroxio reserves the right to request additional documents if necessary. Our Client support is ready to assist you throughout the verification process.

    • 4. Why do I need Account Verification?

      Account verification is a crucial process which must be implemented for several reasons:

      Ensure Validity: Verification steps are available to verify the accuracy of the information provided during account registration. This protects the account against possible fraud by ensuring that the account is held by the legitimate account holder.

      Regulatory Compliance: As a regulated financial institution, Kroxio is obligated to adhere to regulatory requirements. Confirming the identity of clients is a standard practice to comply with anti-money laundering legislation and prevent terrorist financing.

      Security Standards: To maintain statutory security standards, identity verification is mandatory. These standards are designed to protect both the clients and the financial institution.

      Client Protection: Verification measures are in place to protect clients from unauthorised access to their accounts and potential fraudulent activities.

      Kroxio is committed to complying with all relevant laws and regulations to ensure a secure and transparent trading environment.

      If you encounter any difficulties during the identity verification process, our support team is readily available to assist you.

      Contact us via Live Chat or email at [email protected] for swift and personalised assistance.

      Your cooperation in this process is appreciated as we work together to uphold security and regulatory standards.

    • My documents are not in English. Will this be a problem?

      Kroxio has a staff that is proficient in translating documents from various languages.

      In cases where we are unable to handle the translation in-house, we may request a notarised or certified translation of the document. This ensures the accuracy and authenticity of the translation, meeting regulatory and compliance standards. We are committed to facilitating a smooth and efficient verification process for our clients, regardless of the language of their documents.

      If you have any concerns or require further assistance, please do not hesitate to reach out to our support team via Live Chat or email at [email protected]


    • 1. How much money do I need to open an account?

      The minimum initial deposit to open an account is at least 250 units of your selected base currency. While this is the minimum requirement, it is advisable to consider depositing more to enhance flexibility and improve risk management in your trading activities.

    • 2. How can I make a deposit into my account?

      In order to deposit funds you need to login to your Kroxio profile:

      - Select the account you wish to fund and click on Deposit.

      - Select the amount you wish to deposit*.

      - Choose your preferred deposit method and click ‘Proceed to Pay’.

      - Confirm your deposit details on the next page.

      - Some additional steps may be asked from your payment provider.

      Kroxio offers a wide range of deposit methods including cryptocurrency, credit cards, bank transfers, e-wallets and more.

    • 3. Where is my deposit? Why is my deposit held/pending?

      Possible Reasons for Deposit Withholding: Your deposit may be withheld for various reasons, and our Client Support Team will contact you to resolve the issue. Some possible reasons include:

      Verification Documents: Non-submission of required verification documents.

      Expired Documents: Documents submitted have expired, and updated documents are necessary.

      Duplicate Profiles: Presence of duplicate profiles within Kroxio.

      Additional Verification Documents: Failure to provide additional verification documents for payment (e.g., card copies, source of payment screenshot).

      Third-Party Payment: Depositing by using a relative's or friend's card/account, requiring additional verification documents.

      Our Client Support Team will guide you through the solution process and provide further instructions. If you have specific concerns or need additional information, please check previous emails from us or contact us via email at [email protected] We are here to assist you in ensuring a smooth and secure transaction process.

    • 4. What are the most common reasons for deposit failure/decline?

      If your deposit has failed, it may have been for one of the following possible reasons:

      Unsuccessful crypto transfer (returns to customer wallet)

      Payment declined by card issuer.

      Wrong account number

      Incorrect card details

      3D security failure (Credit/Debit Card)

      Card not active for online activity

      Expired session

      Closed account

      Transaction rejected by bank

      Incorrect recipient name (Bank wire)

      Invalid verification code (Neteller)


    • 1. Do I need to provide any documents to process my withdrawal request?

      Yes, you are required to provide necessary documents to process your withdrawal request. Account verification is a prerequisite for withdrawals. Until your account has been verified, you won't be able to withdraw any funds.

      Ensuring the verification of your account not only facilitates the withdrawal process but also contributes to the overall security and compliance measures implemented by Kroxio.

    • 2. How can I withdraw my funds?

      To withdraw your funds, follow these steps:

      1. Request Withdrawal: Log into your account and navigate to the withdrawal option in the account page menu.

      2. Conditions for Withdrawal: Certain conditions must be met before initiating a withdrawal.

      3. No Open Positions Requirement: If you haven't opened any positions after depositing, you may not be allowed to make a withdrawal.

      4. Volume Requirement: A required volume of 100,000 in leveraged positions must be reached before initiating a withdrawal.

      5. Account Type Requirements: Ensure you meet the requirements of your account type before attempting a withdrawal.

      6. Fee for Unsuccessful Requirements: If unsuccessful in meeting the account type requirements, a fixed fee of $50 will be deducted from your withdrawal.

      7.Assistance from Account Managers: Kroxio account managers are available to assist you in achieving the required volume and meeting account type conditions for withdrawal.

      For a smooth and successful withdrawal process, it is essential to adhere to the specified conditions and requirements. If you have any questions or need assistance, contact our account managers, and they will guide you through the process.

    • 3. How long should I wait for a withdrawal to reflect on my bank account?

      Withdrawal requests are usually processed by our Funding Team within one working day. However, the time needed for the funds to be transferred to your account will vary, depending on your payment method.

      The below time frames are purely indicative:

      - Cryptocurrency withdrawals may take up to 30-45 minutes.

      -International Bank Wire withdrawals may take 3-5 working days.

      SEPA and local bank transfers withdrawals may take 2-5 working days.

      Card withdrawals may take 2-7 working days; however, in some cases, they can take as long as 10 working days*.

      E-wallet withdrawals may take anything from 10 minutes to a few hours to reflect on your wallet.

      All other withdrawal methods are usually received within 1 working day.

      *It is important to note that there are payment processors that may take up to 15 working days for the card refund to reflect on your bank account (depending on your country of residence).

      You will be notified via email once the processing of your withdrawal request has been completed by our Funding team. Alternatively, you can check the status of your withdrawal on your dashboard under the payments section.

    • 4. What are the most common reasons for withdrawal rejection?

      If your withdrawal has been rejected, it may have been for one of the following possible reasons:

      Insufficient account balance.

      Insufficient free margin to cover open positions.

      Incorrect withdrawal details.

      Withdrawal amount exceeds the deposited amount for the method (Credit/Debit Cards).

      Withdrawal amount doesn’t cover payment system charges.

      Additional information and/or documentation requested was not provided.

      If this happens, you will be notified via email for the specific reason and be aided to help resolve it.

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