Hugo's Way FAQ | Frequently Asked Questions on Hugo's Way

Frequently Asked Questions

 

Top FAQ

  • ID must be a driving license, passport, or other government issued ID. It must be a color photo that is current (not expired), and needs to display your date of birth.
  • Address proof must be either a bank account statement, credit card statement, or utility bill. This document must also be current, dated within the past 90 days. If your documents were denied, it would be because they did not meet these requirements.

After you’ve successfully deposited funds into your landing account, they will need to be internally transferred to your trading or managed account before they will become available in MT4. Instructions for internal transfers are provided below.

If you have already made the transfer and the funds are not showing in the trading account, log out and log back into MT4 to allow the balance to update.

  1. Click “Internal Transfer”
  2. Select “Wallet to MT4” in the “Select transfer type”
  3. Choose the MT4 account to deposit into
  4. Enter the amount to transfer. You need to have this amount available in your Hugo Wallet before you can transfer it.
How to start trading

The “invalid account” / “authorization failed” / “unauthorized” message are always related to either password or incorrect server selection. Please be sure to select mt4.hugosway.com (For our branded MT4 use HUGO-Real3) as the server when logging in to a real account. For demo, the selection should be HUGO-Demo3 (demo.hugosway.com). If the server selection is not the issue, please try resetting your MT4 password. This can be done from the my accounts section . See screen shot below.

  1. Click My Accounts
  2. Click View on the account in question
  3. Click Actions tab in that account
  4. Click Submit on the system generated password

If you have previously uploaded a document and need to submit a new document, click on the red X to delete the original. This will clear the way for you to upload a replacement document.

Contact support@hugosway.com for further assistance.

You’ll need to manually create a trading account under your “My Accounts” tab to receive your MT4 login details via email (See below to create and MT4 account).

Instructions for doing that are provided when you create an account. The email will contain your details.

To create a trading account follow these steps.

Once your KYC documentation is approved and you have successfully deposited into your account you can create a trading account.

Click “My Accounts” and then click “Create Account”

You will be brought to the next to choose “Account Type and “Leverage”

Now click “My Accounts” and your new account is there.

 

 

Address Verification

For address verification, we primarily look to receive ONE of the following documents;

  • Bank Statement (If you provide a bank statement or credit card statement please make sure that all personal information such as the credit card details are not visible)
  • Utility Bill (Water, Gas, Electric, etc)
  • Mobile Phone contract
  • Work payslip/Fs3

And it fits within our guidelines of;

  • Must be able to see full document (Account numbers and sensitive information can be covered)
  • Document must be dated within 3 months (90 days) of present day
  • Must state your full name and address on document
  • Must show some form of official logo, stamp or notarisation
  • Cannot be a screenshot from a computer or mobile phone
  • Ensure document is not password protected.

Personal Photo Identification

For Identity verification, we will be able to accept ONE of the following;

  • Passport
  • Drivers License
  • National Identity Card
  • Voters Card

NOTE: Forms of ID like temporary residence permits or paper ID cards are not accepted as proof of identification. 

And it fits within our guidelines of;

  • Must be able to see full document
  • Client must be aged 18 or over
  • All text must be clear and able to read
  • Document cannot be expired, must still be valid/in date
  • Document must be sent in colour (We cannot accept Black and White Copies)
  • Cannot be a screenshot from a computer or mobile device
  • Must state clients Date of Birth
  • Please ensure document is not password protected

Documents that look tampered with or irregular will be denied.

*Clients aged under 18 years old will have their accounts disabled instantly.

Our current CRM system does not support the changing of personal account details on the client end and is not being modified at this time. This capability will be provided in the near future. For the time being, please note that this will not impact your ability to verify your account, to trade, or to deposit/withdraw your profits.

You can use the live chat or you can contact support@hugosway.com to have any details changed or removed.

To reset your client portal password, please use the following link: https://app.hugosway.com/forgot. Once there, enter your account email and click on “Reset Password”. An reset password link has been sent to your email. If you have received the “email not registered” message, be sure to clear your cookies & cache and then use the link listed above to make the request or sign up.

To reset your MT4 Password

  1. Click My Accounts
  2. Click View on the account in question
  3. Click Actions tab in that account
  4. Click Submit on the system generated password

Sign up for a demo account. Click here: https://hugosway.com/demo-sign-up/. Please be sure to write down or store the login details provided, as we do not have access to demo account passwords.

Trade problems should be reported by opening a ticket. In that ticket, please include your MT4 and the trade ID of the problem trade. Trade ID’s can be found here:

Once we have this information, our trading desk manager can look into this for you.

Account Management

Please note we use a number of payment gateway service providers. Please ensure you are aware of the Descriptor that will be shown in your bank statement.

  • When Depositing you will see what will appear in your statement on the screen
  • You will see a pop up after you deposit with the descriptor
  • you can see in each deposit line what you have been billed as
  • You will get an email showing what you will be billed as

For any questions please contact support

If you deposit by Wire we must send that same amount back via wire first before using another withdrawal method.

  • We can only send the initial deposit back to the same bank account used in that deposit
  • Once the initial deposit has been returned we need to use a different withdrawal method for future withdrawals
  • The withdrawal will be processed by us in the same or next business day and can take 3-6 days to hit your account (this depends on your bank).

Sample : If you deposit $100 via Wire initially and have a balance of $200 in your Hugo Wallet from trading, we have to process $100 back to your bank account and then we can send the other $100 to your other bank account or to a bitcoin address should you look to withdraw the balance of the $200.

If you deposit by Card we must send that same amount back to the card first before using another withdrawal method.

  • We can only send the initial deposit back to the same card used in that deposit
  • Once the initial deposit has been returned we need to use a different withdrawal method for future withdrawals
  • The withdrawal will be processed by us in the same or next business day and can take 3-6 days to hit your account (this depends on your bank).

Sample : If you deposit $100 via Card initially and have a balance of $200 in your Hugo Wallet from trading, we have to process $100 back to card and then we can send the other $100 to your bank account or to a bitcoin address should you look to withdraw the balance of the $200.

If you deposit by Bitcoin we must send that same amount back to your Bitcoin address first before using another withdrawal method.

  • Once the initial deposit has been returned we need to use a different withdrawal method for future withdrawals
  • The withdrawal will be processed by us in the same or next business day and can take 1-3 days to hit your account (this depends on 6 comfirmations).

Sample : If you deposit $100 via Bitcoin initially and have a balance of $200 in your Hugo Wallet from trading, we have to process $100 back via bitcoin and then we can send the other $100 to your bank account or to another bitcoin address should you look to withdraw the balance of the $200.

We process all withdrawals in the same business day or the next business day. Our Payments team operate 9-5 GMT Monday to Friday.

  • Cards: Once processed your banks timelines can vary but on average it is 3-6 days
  • Bank Wire/ Transfer :Once processed your banks timelines can vary but on average it is 3-6 days
  • Bitcoin : Once processed it will be 1-3 hours or as soon as 6 confirmations on the blockchain. You can monitor/search on blockchain.info

Sample : If you process a withdrawal on Monday at 1 pm GMT we will process that on that day.

Sample 2 :  If you process a withdrawal on Friday after 5PM GMT we will process on Monday morning.

Address Verification

For address verification, we primarily look to receive ONE of the following documents;

  • Bank Statement (If you provide a bank statement or credit card statement please make sure that all personal information such as the credit card details are not visible)
  • Utility Bill (Water, Gas, Electric, etc)
  • Mobile Phone contract
  • Work payslip/Fs3

And it fits within our guidelines of;

  • Must be able to see full document (Account numbers and sensitive information can be covered)
  • Document must be dated within 3 months (90 days) of present day
  • Must state your full name and address on document
  • Must show some form of official logo, stamp or notarisation
  • Cannot be a screenshot from a computer or mobile phone
  • Ensure document is not password protected.

Personal Photo Identification

For Identity verification, we will be able to accept ONE of the following;

  • Passport
  • Drivers License
  • National Identity Card
  • Voters Card

NOTE: Forms of ID like temporary residence permits or paper ID cards are not accepted as proof of identification. 

And it fits within our guidelines of;

  • Must be able to see full document
  • Client must be aged 18 or over
  • All text must be clear and able to read
  • Document cannot be expired, must still be valid/in date
  • Document must be sent in colour (We cannot accept Black and White Copies)
  • Cannot be a screenshot from a computer or mobile device
  • Must state clients Date of Birth
  • Please ensure document is not password protected

Documents that look tampered with or irregular will be denied.

*Clients aged under 18 years old will have their accounts disabled instantly.

You will need to Login and go to the My Accounts Tab

  1. My Accounts
  2. Click View on the account
  3. Click the Actions tab
  4. Change the leverge
  5. Hit Submit

If you are in trades you cannot decrease the leverage.

We aim to approve your account in the same business day but it can take 24 hours/next business day.

We try process all withdrawals within the same business day or the following business day.

Once Processed withdrawals take:

  • Credit Card : 3- 6 business days
  • Bank Transfer/Wire : 3-6 business days
  • Bitcoin : 1-3 hours

Your bank can be responsible for longer timelines on Card and Wire withdrawals

 

You can learn more about withdrawals here

  1. Navigate to Withdrawals
  2. Choose Method and follow the instructions
  3. Enter an amount
  4. Process Withdrawal
Withdrawals

 

If you want to withdraw funds in bitcoin you will need to do a withdrawal and select Bitcoin.

Follow these steps

  1. Click Withdraw
  2. Select Bitcoin for withdrawal type
  3. Enter your amount
  4. Enter your Bitcoin address : Copy and paste this from your Bitcoin Wallet to ensure its correct.
  5. Click Request Withdrawal

Note it will take time to process the withdrawal and the blockchain will take 6 confirmations to confirm it once we have processed it.

  1. Click “Internal Transfer”
  2. Select “Wallet to MT4” in the “Select transfer type”
  3. Choose the MT4 account to deposit into
  4. Enter the amount to transfer. You need to have this amount available in your Hugo Wallet before you can transfer it.
How to start trading

 

Once you sign up and go through phase 1 and 2 of the process then you can re-login to start uploading your documents. Once your logged in you can upload your ID and proof of address. Be sure your documents are valid and within date. ( 3 months from the date you are looking to upload documents. eg : Upload date is 31/03/2018 you cannot upload docs dates before 01/01/2018).

To open a Hugo trading account you simply have to visit the Sign Up page and fill in your details.

You will receive an email to the second stage of the signup process.

At Hugo we offer Unlimited MT4 Demo Accounts to our clients.

To open a demo click here

To move money from your Wallet to MT4 or MT4 to Wallet you will need to do an internal transfer.

See the screen shot below to guid you through this.

  1. Click Internal Transfer
  2. Select the Transfer type
  3. Choose the Account receiving the funds
  4. Enter the amount to transfer
  5. Press Request Transfer.
How to start trading

You can learn more about funding here

  1. Login/ Sign Up
  2. Navigate to Deposits
  3. Choose Method and follow the instructions
  4. Start trading
Hugos Way deposit section in the CRM

Once your KYC documentation is approved and you have successfully deposited into your account you can create a trading account.

Click “My Accounts” and then click “Create Account”

You will be brought to the next to choose “Account Type and “Leverage”

Now click “My Accounts” and your new account is there.

 

 

To create a trading account follow these steps.

Once your KYC documentation is approved and you have successfully deposited into your account you can create a trading account.

Click “My Accounts” and then click “Create Account”

You will be brought to the next to choose “Account Type and “Leverage”

Now click “My Accounts” and your new account is there.

 

Go to the login screen on app.hugosway.com

  1. Click the Verify link
  2. Enter your email address
  3. Hit Resend Verify Email

You can also use this link app.hugosway.com/verify

Account Funding

If you have recently deposited into your Hugo Wallet you will need to do an internal transfer to move funds from your Hugo Wallet into the MT4 account.

To transfer into your MT4 account follow these simple steps.

  1. Click “Internal Transfer”
  2. Select “Wallet to MT4” in the “Select transfer type”
  3. Choose the MT4 account to deposit into
  4. Enter the amount to transfer. You need to have this amount available in your Hugo Wallet before you can transfer it.
How to start trading

If you deposited and the funds are not in your Hugo wallet then you should contact support@hugosway.com

 

Please note we use a number of payment gateway service providers. Please ensure you are aware of the Descriptor that will be shown in your bank statement.

  • When Depositing you will see what will appear in your statement on the screen
  • You will see a pop up after you deposit with the descriptor
  • you can see in each deposit line what you have been billed as
  • You will get an email showing what you will be billed as

For any questions please contact support

3D Secure. Added security for you.

If you are depositing by card , the payment gateway may require the card being use to be a 3D secure Card.

3D secure is an extra level of security to protect Card holders while making payments and against your card being used when it is not you making the transaction.

So what is it?

3D Secure stands for 3 Domain Server, there are 3 parties that are involved in the 3D Secure process :

  • The company the purchase is being made from.
  • The Acquiring Bank (the bank of the company)
  • VISA and MasterCard (the card issuers themselves)

The scheme is a collective of Verified by VISA (VBV) and MasterCard Secure Code (MSC).  It is the most recent fraud prevention initiative that is available at the moment.

When using a 3D secure card you may be:

  • brought to a screen to enter your Master Card Secure Code or Your Verified by VISA Code.
  • Some banks will text you to ensure this is a transaction you are making

Once you complete this 3D secure process you can use the card with out any issues.

Contact your bank for any questions about whether your card is 3D Secure and to learn more.

You can see all deposit methods here.

We are constantly adding new funding sources, currently we accept

  • Credit/Debit card payments up to $600 per transaction –  Free
  • Wire transfers ($100 minimum) –  $25 fee per wire
  • Bitcoin – Free

You can read more here

Credit/Debit Card

If you have deposited through Credit/Debit card then you must first receive the full amount back to the card you deposited from.

Wire Transfer

Wire transfer deposits must be withdrawn back to Wire transfer but profits can be withdrawn via wire transfer or Bitcoin.

Bitcoin

Bitcoin deposits must be withdrawn back to bitcoin but profits can be withdrawn via Bitcoin or wire transfer.

Credit/Debit Card

  • Min $10
  • Max $600 (Per transaction)
  • Max 3 transactions per 24 hours (Per card)
  • Max 10 transactions per 30 days (Per card)

Wire Transfers

  • Min $100
  • Max unlimited

BitCoin

  • Min $10
  • Max unlimited

You can enter your address manually and save it in the gateway.

When you do a credit/debit card deposit you will be brought to the payment gateway.

You can see the Edit Address Manually is your address is not found.

  1. Click Edit Address Manually
  2. Fill in all the lines of the address
  3. Click Save Changes

Please see the screenshots below for more detail.

You will need to log in and click Deposit.

  1. Select Credit/Debit Card
  2. Enter the amount to deposit
  3. Click redirect me to payment page

You will need to complete the payment and enter card details on the Payment Gateway. Only then will your funds be added to your Hugo Wallet.

 

Please note we use a number of payment gateway service providers. Please ensure you are aware of the Descriptor that will be shown in your bank statement.

 

There are NO fees to withdraw your funds back to your credit/debit card however your additional profits will incur withdrawal fees depending on the additional withdrawal method below.

Credit/Debit Card

0%

Wire Transfers

$25

Bitcoin

0%

  • Wire Transfers – $25 (over $5,000 free)
  • Credit/Debit Card – 0%
  • Bitcoin: 0%
  • Credit/Debit Card
    • Instant once approved
  • Wire Transfers
    • Up to 7 days (once processed by your bank)
  • Bitcoin
    • Dependent upon blockchain currently 6 confirmations are needed (Typically 1-3 hours)

We offer many deposit methods.

Once Processed deposits take:

  • Credit Card : Instant
  • Bank Transfer/Wire : 3-6 business days
  • Bitcoin : 1-3 hours

Your bank can be responsible for longer timelines on Card and Wire withdrawals

 

To move money from your Wallet to MT4 or MT4 to Wallet you will need to do an internal transfer.

See the screen shot below to guid you through this.

  1. Click Internal Transfer
  2. Select the Transfer type
  3. Choose the Account receiving the funds
  4. Enter the amount to transfer
  5. Press Request Transfer.
How to start trading

You need to go to deposits section.

  1. Click Deposits
  2. Choose Bitcoin
  3. Enter the amount you want to send
  4. Click Redirect to payments page

You will see an address to send your Bitcoin to and it will be in a time.

Bitcoin deposits need to be confirmed by Blockchain 6 times for you to receive the funds.

This can typically take 1-3 hours.

Please check back after some time. If you still feel there is a problem please contact support@hugosway.com

Trading

$5 a lot.

You will need to connect to:

Live : Mt4.hugosway.com (HUGO-Real3)

Demo : Demo.hugosway.com (HUGO-Demo3)

 

Burma, Congo, Cuba, Iran, Iraq, Japan, Lebanon, Libya, North Korea, Somalia, Sudan, Syria, Vietnam, Zimbabwe.

Every pair is different they can see by right click on the pair and go to spec.

You can open a demo if no you have no live MT4 account and have a look as they will be identical to the live MT4.

Open Demo : https://hugosway.com/demo-sign-up/

Most likely you have logged in using the investor password. Please log out and then back in using the Trader Password.

These details can be found in your MT4 account-creation email.

 

Bitcoin deposits need to be confirmed by Blockchain 6 times for you to receive the funds.

This can typically take 1-3 hours.

Please check back after some time. If you still feel there is a problem please contact support@hugosway.com

You need to do an internal transfer wallet to MT4.

How to start trading

General FAQ

We are located in Seychelles.
Hugo’s Way Ltd
Global Gateway 8, Rue de la Perle,
Providence Mahe,
Seychelles

Please note we use a number of payment gateway service providers. Please ensure you are aware of the Descriptor that will be shown in your bank statement.

  • When Depositing you will see what will appear in your statement on the screen
  • You will see a pop up after you deposit with the descriptor
  • you can see in each deposit line what you have been billed as
  • You will get an email showing what you will be billed as

For any questions please contact support

Hugo’s way offer flexible leverage options ranging from 1:1 to 1:500.

3D Secure. Added security for you.

If you are depositing by card , the payment gateway may require the card being use to be a 3D secure Card.

3D secure is an extra level of security to protect Card holders while making payments and against your card being used when it is not you making the transaction.

So what is it?

3D Secure stands for 3 Domain Server, there are 3 parties that are involved in the 3D Secure process :

  • The company the purchase is being made from.
  • The Acquiring Bank (the bank of the company)
  • VISA and MasterCard (the card issuers themselves)

The scheme is a collective of Verified by VISA (VBV) and MasterCard Secure Code (MSC).  It is the most recent fraud prevention initiative that is available at the moment.

When using a 3D secure card you may be:

  • brought to a screen to enter your Master Card Secure Code or Your Verified by VISA Code.
  • Some banks will text you to ensure this is a transaction you are making

Once you complete this 3D secure process you can use the card with out any issues.

Contact your bank for any questions about whether your card is 3D Secure and to learn more.

Address Verification

For address verification, we primarily look to receive ONE of the following documents;

  • Bank Statement (If you provide a bank statement or credit card statement please make sure that all personal information such as the credit card details are not visible)
  • Utility Bill (Water, Gas, Electric, etc)
  • Mobile Phone contract
  • Work payslip/Fs3

And it fits within our guidelines of;

  • Must be able to see full document (Account numbers and sensitive information can be covered)
  • Document must be dated within 3 months (90 days) of present day
  • Must state your full name and address on document
  • Must show some form of official logo, stamp or notarisation
  • Cannot be a screenshot from a computer or mobile phone
  • Ensure document is not password protected.

Personal Photo Identification

For Identity verification, we will be able to accept ONE of the following;

  • Passport
  • Drivers License
  • National Identity Card
  • Voters Card

NOTE: Forms of ID like temporary residence permits or paper ID cards are not accepted as proof of identification. 

And it fits within our guidelines of;

  • Must be able to see full document
  • Client must be aged 18 or over
  • All text must be clear and able to read
  • Document cannot be expired, must still be valid/in date
  • Document must be sent in colour (We cannot accept Black and White Copies)
  • Cannot be a screenshot from a computer or mobile device
  • Must state clients Date of Birth
  • Please ensure document is not password protected

Documents that look tampered with or irregular will be denied.

*Clients aged under 18 years old will have their accounts disabled instantly.

Yes we currently have four ways you can get help

Hugo’s Way is currently not regulated. Regulation takes a very long time to setup and we are in the process of applying for regulation.

Go to the login screen on app.hugosway.com

  1. Click the Verify link
  2. Enter your email address
  3. Hit Resend Verify Email

You can also use this link app.hugosway.com/verify

Yes you are free to hedge, scalp and trade during news events.

No, there are no inactivity fees.

Talk to Hugo

Hugo is open to chat anytime 24/5, just click the live-chat bubble on the bottom right.

support@hugosway.com

Address

Hugo’s Way Ltd
Global Gateway 8, Rue de la Perle,
Providence Mahe,
Seychelles

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