FAQ

A1. Individual and Corporate accounts will be accepted.

A2. You can fill in the online application form accompanied with a valid identity document, and details of a bank account from any authorized financial institution in Hong Kong.

A3. You can fill in the online application form accompanied with Corporate Resolutions and other relevant documents - Please visit our website for more information.

A4. Notification will be delivered to your registered email address. This email includes your login credentials, account funding options, and instructions on how to access your account. Please contact info@bullion.rakuten.com.hk if you do not receive such information.

A5. You can email the file(s) to us at admin@bullion.rakuten.com.hk or contact our representative for further assistance during the client support service hours.

A6. Rakuten Securities Bullion is committed to complying with the sanctions laws and regulations of the European Union, United Nations, as well as all other applicable sanctions laws and regulations in Hong Kong. Applications for non-permanent Hong Kong residents may take longer.

A1. You can deposit with USD or HKD.

A2. There is no minimum deposit requirement.

A3. Please refer to the Deposit Fund page for various deposit methods.
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A4. Please refer to the Deposit Fund page for various deposit methods.
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A5. The time of deposit processing is between 9:00am to 4:30pm, Monday to Friday Hong Kong time (excluding Hong Kong public holidays). If we receive your funds AND confirmation of receipt of such funds during this time, the deposit will be processed within 1 business day.
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A6. You can request a withdrawal by logging in to your Client Portal.

A7. After you log in your Client Portal, click “Money Transaction” > “Transfer”. Input the transfer amount you wish to withdraw from your trading account to "My Wallet". Then, click “Withdrawal” and follow the instructions to place the withdrawal request.

A8. Withdrawal request will be processed within 2 business days upon receipt. Third party transfers will not be processed. Please review your information carefully to avoid any delays.

A9. Fund will be transferred to your designated bank account once the withdrawal request is processed

A10. Please refer to the Fee Schedule for details.
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A1. Rollover is the interest paid or earned for holding an open position overnight. It is calculated based on the interest rate differential between the two currencies. If the currency you are holding has a positive rollover, this means you earn interest. If it has a negative rollover, this means you pay the interest.

A2. If you close your positions before market close on the same day, no rollovers are charged or paid on those positions. Rollover only applies to positions held overnight.

A3. 3-day rollover is charged or paid each Wednesday at 5pm New York time.

A4. To account for the interest on Saturdays and Sundays, 3-day rollover will apply on Wednesdays. You do not need to hold positions over Saturday and Sunday for 3-day rollover to apply to you. If you hold positions at 5pm Wednesday New York time, 3-day rollover will be charged or paid to your account regardless of your current positions.

A5. We debit or credit rollover, if applicable, each day directly from or to your balance. Therefore, you may see daily withdrawals or deposits to your account due to rollover. It will show up as “RO”, rollover, in your account history.

A6. Rollover is charged or paid on the day before the public holiday. For example, if Monday is a public holiday, the prior Friday is subject to 2-day rollover, 1 day for the Friday and an extra day to cover for Monday.

A7. Rollover is from 23:55 to 01:00 MT4 Server time every day from Monday to Friday for gold and silver. During this time, the market is closed therefore you won’t be able to open new positions or close existing positions. However, you can still place limit orders.

A8. No. Our demo account does not charge or pay rollovers, but our live account does.

A1. You can login the Client Portal with your registered email address and initial/assigned password.
Client Portal

A2. “My Wallet” is a holding account that allows user to manage fund in or out for the trading account.

A3. In order to add additional account, you need to apply for live application form again. Please use a different email from the one you registered with the existing account.
Live Application Form

A4. You can reset your password online by clicking "Forgot Password?" on the main page of the Client Portal.
Client Portal

A5. After you log in the Client Portal, click on “Account Management” > “User Account” then “Change” next to “Master Password”. The new password will be applied for the Client Portal and your MT4 trading account.

A6. No, we do not charge any account inactivity/dormant fees.

A1. You can download the MT4 application on our website. Desktop, iOS and Android versions are available.
MT4 Desktop
MT4 Mobile

A2. Once your account is approved, you will receive an e-mail confirmation with your MT4 application login credentials. To log in, go to "File" > "Login to Trade Account". Enter your user ID and password and click the drop-down list to choose “RakutenSecuritiesBullion-live”.

A3. In the “Market Watch” section, double click on your desired currency for the order window to appear. Enter the Volume (lot size) and click either “Sell” or “Buy” for an instant order. For a “Pending Order”, enter the type of order and the desired price. “Stop Loss” and “Take Profit” values may be entered if desired. Finally, click “Place” to submit your order.

A4. In the “Trade” section, locate the open order, right click on it and select “Modify or Delete Order”. Once the order window appears, enter values for the “Take Profit” and “Stop-Loss” and click “Modify”. Please note that greyed out fields cannot be changed.

A5. “No connection” – Please check your firewall/anti-virus setting and add MT4 platform as an exemption or turn off anti-virus/firewall. Also, please ensure you are connected to the internet.

“Invalid Account” – Please refer to the e-mail with your MT4 application login credentials and make sure you entered the correct account number and password. In addition, please ensure you have chosen the correct server name: RakutenSecuritiesBullion-live.

A6. Left click on the currency pair you require in the market watch and drag it into one of the blank charts. Alternatively, right click any currency pair and select “Chart Window”.

A7. The chart time can’t be changed on MT4. It is set to GMT + 2 or GMT + 3 （GMT+3 during Daylight Saving Time.)

A8. Locate the “Terminal” section in MT4 then click on the “Account History” tab. Right click on any field and choose the time period for the report. Right click again and choose “Save as Report” or “Save as Detailed Report” to save the file to your desired location. The report will then appear in your default browser.

A9. Locate the “Terminal” section in MT4 then click on the “Experts” tab. Note that this tab is only visible if Expert Advisors (EAs) are enabled on the account. Right-click any field and click “Open” to view the log files. File names are in yyyy/mm/dd (year/month/date) format. Double click any log to open. Files can be renamed and emailed to info@bullion.rakuten.com.hk or to the 3rd party provider of the EA for any support issues.

A10. After MT4 Mobile (IOS/Android) installation, enter your login name and password and make sure you are connected to the server “RakutenSecuritiesBullion-live”.

The Rakuten Securities Bullion MT4 Mobile Platform has access to all the functionalities of the desktop application. As such, you can manage your bullion trades easily from your mobile device.