# Hugo's Way Support FAQ This document contains frequently asked questions and answers about Hugo's Way services. ## Account Management ### How can I reset the Hugo's Way password? Follow this link to reset your Hugo's Way password: ### How To Verify My Phone Number On Hugo's Way If you haven't verified your phone number, you will be prompted when you log in: Alternatively, you can go to the 'Settings' option in your account, and you will see a 'Verify' button next to your phone number field. ### How to verify my phone number? If you haven't verified your phone number, you will be prompted when you log in: Alternatively, you can go to the 'Settings' option in your account, and you will see a 'Verify' button next to your phone number field. ### How to disable 2FA (Two-Factor Authentication)? At Hugo's Way, we take the security of our clients' accounts seriously. In order to increase the security of your account, we recommend that you keep Two-Factor Authentication (2FA) enabled. This is an extra layer of security to protect your account from unauthorised access. Should you wish to disable the Two-Factor Authentication feature, kindly follow these steps on your account: ### I Want to Change the Device I am Using for Two-Factor Authentication All you need to do is deactivate your current Two-Factor Authentication (2FA) first, then enable the Two-Factor Authentication (2FA) method on the other device you want to set it up on. Should you not have the original device, please visit us on Livechat which is available 24/7 to assist you with your next steps. Disabling Two-Factor Authentication ### Why should I enable Two-Factor Authentication (2FA)? At Hugo's Way, we take the security of our clients' accounts seriously. In order to increase the security of your account, we offer Two-factor authentication (2FA). This is an extra layer of security to protect your account from unauthorised access. The Two-Factor Authentication feature currently supports the use of an authenticator app as a verification method. ### My personal details are wrong, why can't I change them? 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. There is a possibility that it will be provided in the near future, but for the time being, please note that thiswill not impactyour ability to verify your account, to trade, or to deposit/withdraw your profits.Need help changing your details?You can use our live chat service or you can contact support@hugosway.comto have any details changed or removed. ### How to Sign Up and Verify Your Email Address on Hugo's Way 2. Click the "Sign Up" button on the top right of the screen to fill in the form; Don't forget to take a look at the terms and conditions. Once completed, click the "Sign Up" button to proceed. 3. Check your email inbox for an email sent by us to complete the second part of the sign-up process and click "Verify Account"If you do not find the email in your inbox, it may be in your spam/junk folder. 4. You will then be re-directed to the log-in page to enter the information you signed up with. ### How to set up a custom password on PRO4 (Desktop Only) To set up a custom password, follow these steps: 1. Log in to your trading account. 2. In the "Navigator" tab, right-click on your account ID and select "Change Password." 3. Enter your current password, then input your new password and confirm it in the designated fields. Finally, click "OK" to save your changes. ### What age do I need to be to sign up? You must be over 18 years of Age on the day of your signing up. ## Trading FAQ ### What are the Margin Call and Stop Out levels? Margin Call occurs when your Margin Level drops to 100%. At that point, you cannot place any new trades. If the Margin Level falls to 70%, a Stop Out takes place, meaning your biggest negative trade will be automatically closed. You can see your Margin Level on the ''Trade'' tab on your PRO4 application. ### What Account Types Do Hugo's Way Have? All accounts are ECN/STP. This means all trades are sent straight to the Liquidity Provider. ### Does Hugo's Way have Islamic accounts? We do not at this time. We will be adding them in the future. Check back at a later stage for progress on this account type. ### Do you allow hedging, scalping and news trading? Yes you are free to hedge, scalp and trade during news events. ### What are the trading fees on Hugo's Way? With Hugo's Way, you are charged $5 per lot traded. If you opt to trade with a smaller lot size, the commission fee will be adjusted based on the lot size selected. For example, if you decide to place a trade with 0.5 lots, you would be charged $2.50. ### MAM Accounts on Hugo's Way At this present moment in time, we do not offer support for MAM accounts. ### PAMM Accounts On Hugo's Way At this present moment in time, we do not offer support for PAMM accounts. ### Hugo's Way Help: What is Leverage? Leverage is being able to control a larger portion of the market with a smaller sized investment. The leverage selected when opening an account is dependent on the amount of risk the Trader wishes to partake in.We would suggest that you check the best option for you with your source of mentorship if you have one or conduct an internet search to understand the concept fully. Depending on the pair or instrument that you plan to trade, different leverage options might apply.For a full list of leverages that we offer, please click here. ### What is the inactivity fee at Hugo's Way? The inactivity fee is charged to accounts that remain inactive for a certain period. ### How long does my account need to be inactive before I am charged a fee? Your account may be charged an inactivity fee if it's been open for at least 180 days, with no deposits for 90 days and no trades for 30 days. If these conditions are met, the inactivity fee can be applied. ### How much is the inactivity fee? Clients who do not meet certain activity criteria may incur a $10 USD inactivity fee. ### How is the inactivity fee charged? The fee is deducted directly from your account balance. If you believe you may incur this fee, it's best to reach out to Hugo's Way Customer Service to understand the impact it may have on your account. ### How can I avoid the inactivity fee? You can avoid inactivity fees by ensuring that your account remains active. This means logging in and performing any trading activity at least once within a 30-day period. ### What happens if my balance is too low to cover the inactivity fee? If your account balance is insufficient to cover the inactivity fee, Hugo's Way may reduce the balance to zero. For further clarification, please consult with our Support Team. ### When Do I Get Paid My Affiliate Commission? As an affiliate, you will be paid every Friday if you have reached or exceeded the minimum threshold of $10 in outstanding affiliate commission balance. Payment times will vary but all payments over $10 should be processed by end of the working day. If you have not met the $10 threshold for an affiliate commission payment, worry not, these will accumulate weekly until the $10 threshold is met. ## Trading Platform ### How do I See More Details About An Instrument? To be able to see more information, you need to: Right-click on the instrument/pair and click "Specification". The specifications section will pop up. ### How Do I Find The Market Opening Times On PRO4 You can locate the opening times in the instrument/pair specification section on PRO4.You need to right-click on the instrument/pair in the Market Watch window and click "Specifications".Public holidays are not accounted for. ### I logged into trading account but I cannot open a trade 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 PRO4 account-creation email. ### How to Remove Your PRO4 Account in PRO4 To be able to delete the account, you need to: *Please close any open trades before doing this.* ### Can I use an Expert advisor (EA)/Trading Robot/BOT? We do not recommendanyExpert advisor (EA)/Trading Robot/BOT. We suggest you do an internet search to find a suitable EA/BOT/Expert advisor/Trading Robot for your trading needs.As long as it is compatible with PRO4, you should have no issue. If you manage to set up an EA, you would need to contact the third-party provider if you have any issues with your Expert advisor (EA)/Trading Robot/BOT. ### How To Add An Additional Trading Account in PRO4? If you enter the correct details, you will see your additional account. ### How do I create a Live Trading Account? Please note: You would need to have made your first deposit before the system will allow you to create a Live Account. You may then select the currency of your PRO4 account (USD/BIT/GBP/EUR/CAD/AUD) and the leverage you prefer. Finally, select 'Open Trading Account,' your live account will now be listed under your "Trading Accounts" tab. An email will be sent to you with your log-in credentials. ### How do I Customize the Charts? You can customise the charts by: ### How to log into Web Trader? You can monitor the state of the markets and manage your accounts from anywhere at any time with WebTrader. It is compatible with all operating systems (Windows, Mac, Linux) and doesn't require the installation of any other software. All you need is a browser and a reliable Internet connection.Web Trader ink - https://webtrader.hugosway.com/ This can also be accessed directly through your dashboard - Any other servers you may see are currently not in use. They are in progress for future enhancements of your trading experience. ### Can't Find An Instrument/Pair? If you can't find a specific instrument/pair on PRO4, Right-Click on any instrument/pair then click Show All. ### How Do I Hide or Show Instruments/Pairs? To be able to customise the instrument/pair options, you need to: ### How do I Open a Chart? If you want to open a specific chart for an Instrument/Pair, you need to: If you are unable to find the instrument,Right-click on the chart and click Show All. You can also drag and drop the Instrument/Pair over an existing chart on the right to replace the current chart. ### Hugo's Way Pairs/Instruments and their Lot Sizes You are able to trade all lot sizes on our accounts, from as low as 0.01 to 1000 lots, with the exception of Crypto assets which are from 0.01 to 10 lots. Please click the following link to be able to see our Trading Assets: Click here ### What are our spreads like? You can see a full list of our live spreads here.See real time spreads on: ### How Much Affiliate Commission Will I Earn? As a Master Affiliate, we offer $2 per lot traded by your referrals. This is uncapped, meaning your affiliate commission earning potential is limitless. You'll not only benefit from your own referrals, but also from any new traders referred by your own clients. This can increase to $2.50 per lot traded within the 5-Level Commission Structure. The structure reaches up to level 5. ## Deposits ### Where are my funds kept? All deposits are in segregated fund accountsAny and all funds deposited by our clients are held either in the name of the client and/or held in the name of Hugo's Way for the client in a independent bank account. Furthermore, we keep segregated accounting records in our system. This ensures that our own funds and assets and client funds are tracked separately. At any time, we can quickly and accurately distinguish the funds which are being held for one client from those being held for another, as well as being able to distinguish our own funds. Client funds are kept off balance and are never used to pay creditors in the unlikely event that Hugo's Way were to close its doors. ### How do I transfer my funds to my trading account? After a successful deposit, you will see the money in your Dashboard "Wallet." You must then carry out an internal transfer from your wallet to your trading account to use these funds for trading. To move funds from your Vault account to your PRO4 account, access your Hugo's Way account and follow these steps: 1. Go to the left-hand side of your account page and find "Internal Transfer." 2. From the "From Account" drop-down option, choose the vault account you want to transfer money from. 3. From the "To Account" drop-down menu, select the PRO4 account you want to transfer the funds into. 4. Finally, enter the desired amount and then click on "Transfer." They will be connected to your PRO4 account after this step is finished using the same ID as your trading account. ### How To Make a Deposit On Hugo's Way Hugo's Way offers the option to deposit using your Card or a Bank Wire Transfer using a Bitcoin via Instacoins, as well as Bitcoin as the primary deposit method. You can only use the Bitcoin address we provide you with once. You will get a new Bitcoin address every time you request a payment. We do not process Bitcoin Cash (BCH) transactions. ### How to Transfer funds from my Trading Account to my Wallet You need to have this amount available in your PRO4 account before you can transfer it. ### Depositing Bitcoin by using Credit/Debit card or Wire through Instacoins (3rd Party Platform) We offer the option to deposit funds using a Debit/Credit card, or Bank Wire Transfer, with Bitcoin through Instacoins. To deposit funds using this option, simply log into your Hugo's Way account, select the 'Deposit Funds' option from your user dashboard, and choose as per below: In the second drop-down menu, choose the currency wallet you would like the funds deposited into, enter the desired amount, and click 'Deposit.' ### What deposit methods are currently available? We are constantly adding new funding sources. The current methods available are the following: ### How long does it take to fund my account? Bitcoin/ Bitcoin via Instacoins ### Help - My Deposit is Not Showing in my Account If you have deposited funds into your account and the funds have not been credited within the standard timeframe or do not pass the below requirements, please get in touch with our customer support team to assist you further. Bitcoin or Bitcoin via Instacoins (3rd Party Platform): A bitcoin transaction takes within 1-6 hours to achieve 3-6 confirmations on the Blockchain (www.blockchain.com.) ### Can I Cancel a Deposit on my Hugo's Way Account? Once a Bitcoin address has been utilised and money has been sent out of your Bitcoin wallet, transactions made using Bitcoin cannot be undone. The deposit on your account will simply time out if the money has not yet been transferred; no further action is required. ### How do I Deposit Bitcoin to my Account? Note: Codes and Bitcoin addresses in this FAQ are for demo purposes and should not be used. Please use the unique address generated at the time of depositing. To request a deposit using Bitcoin, please follow these steps: You will then be prompted with a page containing all the necessary details for your deposit. Use the provided unique address to complete your deposit transfer. Bitcoin deposits require 3 to 6 confirmations on the Blockchain before you can receive the funds. This process usually takes between 1 to 6 hours. ### What is the withdrawal process if I use my credit/debit card to deposit? If you deposited by credit card or debit card using Bitcoin via Instacoins (3rd party platform), the withdrawal will be processed by us in the same day and can take 1- hours or 3-6 confirmations on the Blockchain before being received. ## Withdrawals ### What is the withdrawal process? Due to the digital currency protocols, once the transaction is processed it can neither be canceled nor reversed. Providing incorrect details may result in the loss of funds that are transferred. We aim to process withdrawal requests within 24 hours. Once processed it can take 1-6 hours or as soon as there 3-6 confirmations on the Blockchain before the funds will be available in your BTC wallet. You can monitor and search your transaction on: blockchain.com ### What are the Withdrawal Time Frames? We aim to process all withdrawals within a 24-hour timeframe. Once processed and approved, the timeframe for the particular payment method would apply. ### What are the withdrawal methods currently available? Bitcoin deposits must be withdrawn to your Bitcoin wallet. You can read morehere. ### Help - My Withdrawal Hasn't Reached me Yet We aim to process your withdrawal within a 24-hour timeframe. Bitcoin: 1-3 hours/needs3-6 confirmations on the Blockchain. ### How do I withdraw Bitcoin? If you want to withdraw your funds, you will need to do a withdrawal and select Bitcoin. Note: It will take time to process the withdrawal, and the blockchain will take 3-6 confirmations to confirm it once we have processed it. You will be guided to a second screen where you will need to paste in the same Bitcoin address as you used in the first step. ### How much are the withdrawal fees? Hugo's Way does not deduct any fees when processing withdrawal transactions. Please contact support on Live Chat in advance should you require more information. ## Bonuses ### How do I claim a bonus? Apply your bonus code when making a deposit. Once your deposit is marked as complete, your bonus becomes available to unlock through trading. ### How do I unlock my bonus? Your bonus unlocks as you trade. For every lot you close, $1/€1/£1 is credited to your trading account. Just trade normally and your bonus builds up automatically. ### Which trades count towards my bonus? Only trades that are opened after your deposit is finalized and closed before the bonus expiration date count towards unlocking your bonus. ### When is my bonus credited? Bonuses are credited during periodic reviews (typically within 24 hours) based on your closed trading volume. ### Does my bonus expire? Yes, each bonus code has an expiration date. Check the terms provided with your specific bonus code. ## Affiliate ### How Do I Find My Affiliate ID? What is an Affiliate ID? An Affiliate ID is a 4-5 digit code that is generated once you are an affiliate. To find your Affiliate ID, simply log in to the Affiliate Portal using the login details that you selected upon becoming an Affiliate. ### What Benefits are Offered to Me as a Hugo's Way Affiliate? Members of our Hugo's Way affiliate program will benefit from the following: The Master Affiliate will refer a trader and start earning a commission of $2 per lot traded. If one of your referred traders would like to refer another one and that trader would like to refer one more, then as a master affiliate you'll gain a percentage for each level filled within the commission structure. ## General ### View My Support Pin A support agent may ask you for your 8-digit support pin to help with your request. To view your support pin, simply login to your Hugo's Way account and click the "Settings" button. The Support Pin can be found under your 'Personal Information'. This will be masked for security purposes and you can click on the little eye icon to reveal the number: ### Is there anyone that can help me? Yes we currently have four ways you can get help ### How can I report a problem with a trade? Trade problems should be reported by opening a ticket. In that ticket, please include your PRO4 number and ID of the trade in question. Trade ID's can be found here: Once we have the above information, our trading desk manager can look into this for you. ### How Can I Transfer Between Wallets? Please note the funds must be available in your Hugo's Way Wallet before you can transfer it. ### Where is Hugo's Way located? We are located inSeychelles:Hugo's Way Ltd, House of Francis, Room 303, Ile Du Port, Mahe, Seychelles ### Hugo's Way Currencies The available currencies on Hugo's Way are: USD - US Dollar (US$) GBP - Great British Pound (£)