Registration: 15th May 2017
Contest Duration: 29th May - 22nd June 2017
This FAQs cover the list of questions that are asked most often from our clients. Our team of expertise redefines our clients’ evolution by providing an interactive enquiries’ platform to answer your questions.
If you have any enquiries that are not addressed in the FAQs, you may contact us for further clarification. Please note that these FAQs are subject to change according to current update(s).
We are governed by the following types of license:
Mocaz is an international forex trading firm dealing in over-the-counter (OTC) forex transaction via trading platform. Mocaz facilitate deposit and withdrawal through our unique e-wallet system; SmartVault.
The company’s server time is currently set to GMT +3 Hours which is according to MT4 time.
Trading begin on Sunday 01:00 server time and ends on Friday, 23:59 server time. Information about the trading schedule and holidays is published in the Mocaz’s News feed section.
Our technical support is currently available in 3 languages and operate from Monday – Friday 03:00 – 22:00 and Sunday 15:00 – 19:00 GMT+8.
|Language||Server time||Local time|
|English||Monday – Friday 03:00 – 22:00||Monday – Friday 08:00 – 03:00|
|Malay and Indonesian||Monday – Friday 03:00 – 22:00||Monday – Friday 08:00 – 03:00|
|Thai, ภาษาไทย||Monday – Friday 03:00 – 22:00||Monday – Friday 08:00 – 03:00|
We do not provide any training and any events which related to trading activity.
SmartVault act as an intermediary wallet between the process of funding to the transferring your capital to your trading account. It serves as a valuable risk management tool.
Please follow the steps below:
Please be sure that the username you are using is properly filled and the password registered is correct. Or else, please feel free to reset the password here. If in any way you believe your username is incorrect, please contact our Support Team on LiveChat.
Please direct this question to our Support Team. You will need to provide your username and security question.
Below is the possible solution to address the issue:
If in any way you think the problem still unresolved, please contact our Support Team for technical assistance.
Below is the possible solution to address the issue:
If in any way you believe the problem still unresolved, please contact our Support Team for further technical assistance.
To verify your SmartVault account, please login to your SmartVault and click to “Verify SmartVault” on the tab at navigation bar. You are required to upload your copy of identification card or passport and proof of residence.
It takes 1-2 business day to verify your account after you submitted the required supporting documents. If you do not receive any reply within three working days, please email us at [email protected]
Yes, you can but with different phone number and email.
GA is a mobile security application based on two-factor authentication that helps to verify user identities before granting them access to SmartVault. It works to add an extra layer of security before you engage with SmartVault transaction.
Please follow the following steps:
TAC SMS serve as the standard security measure for any changes on profile or banking activities in SmartVault while GA serve as an added security layer to protect the user from identity theft.
You may disable the GA function by following the steps:
GA only applicable for ONE smartphone per registered SmartVault. However, if you have a multiple registered SmartVault, you may activate a multiple GA code under your downloaded GA apps.
Please contact our Support Team to reset your GA before we disable the GA function.
To open a trading account, please follow this link. Your credentials (login and password) will be send via email and registered mobile phone.
Individuals account only dedicated to personal traders whereby corporate account is design to cater professional corporation needs. For further information regarding the corporate account, please contact our LiveChat or email us.
You need to provide a valid identification and a proof of residence document in order to proceed with registration process.
You may choose between the options provided by Mocaz for funding method. We invite you to familiarize yourself with the supported payment system and conditions for “Deposits and Withdrawal” section under your SmartVault.
For further inquiries regarding the supported payment system and conditions, feel free to LiveChat with us.
The minimum initial deposit for each account type can be found here whereby the maximum deposit depends solely upon the payment method you use.
Replenishing your trading account depends on the account type you made the deposit. Please check here for further clarification.
The time taken for the funds to be credited to the client account depends on the funding method used when making a deposit. A detailed description of the commissions charged and processing time can be found here.
In order to make a deposit using wire transfer, you need to click the “Payment and Transfer” section of your SmartVault and select “Bank Transfer”.
Mocaz is governed by financial services authorities overseas. We have clients from all over the world. To facilitate seamless funds transfer for all our international clients not encumbered by currency controls (to avoid any dealing in RINGGIT or any currency affected by domestic currency control), it is more appropriate for Mocaz to operate bank accounts in certain foreign domiciles.
The time required to withdraw funds from your trading account depends on the withdrawal method. A detailed description can be found here.
Please note that, as deposit require you to fund to SmartVault before transferring to trading account, the withdrawal process also following the same process which is the you need to withdraw the fund from trading account to SmartVault before proceed with the withdrawal process.
For certain funding methods of making deposit, it takes some processing time to credit the funds to your trading account. You can review the processing time here or contact our LiveChat for transaction status.
Yes, of course. You can make deposits or withdrawals on non-business days but it may take up to 24-48 hours for processing time.
Due to International Anti Money Laundering laws (AML), you are only permitted to withdraw your funds via your original method of funding only. For example, if you are an Australian trader living in Australia with a USD account in Singapore with OCBC (foreign bank to you) and you used this bank to fund your trading account, it is permittable. You cannot subsequently withdraw to another bank account regardless the location.
Yes, but your withdrawal cannot exceed your free margin. If you have insufficient margin at the time of the withdrawal, the withdrawal will be rejected.
Yes, you can.
Yes. For deposit & withdrawal via Credit/Debit card below than $100, you will be charged 4.8% + USD0.50. For deposit via Local bank transfer, you will be charged 3%. However, deposit via bank wire and e-currency, you may incur fees depending on your selection of bank and merchant of e-currency that you choose
Please avoid using any third-party identity (different with your verified identity) to perform any banking transaction.
Lots x Contract size x exchange rate / Leverage
For example, for Standard accounts of 300:1 leverage with a client executed 0.10 lot of EurUsd at the price of 1.1323, the calculation will be
0.10 X 100,000 x 1.1323 / 300 = USD37.74
An account’s trading volume is the sum of all the transaction closed on the account, expressed in USD. Trading volume accounts for both direction required to close a transaction, i.e. the operations to open and close the transaction.
The transaction volume is determined using the formula:
Lot x Contract size; for example, an order to buy 1 lot of EURGBP and then closed it with an order to sell 1 lot of EURGBP with the EURUSD exchange rate at 1.1323
The transaction volume at opening is 1.00 lot x 100,000 = 100,000 Eur; USD135,000
The transaction volume at closing is 1.00 lot x 100,000 = 100,000 Eur; USD135,000
Consequently, the volume of both transaction is USD270,000
No commission are paid for forex trading in “Micro” and “Standard” account. However, commission is calculated in proportion to volume of a trade operation based on the following USD30 per 1 million USD of trading volume for “ECN” account. Commission is charged when a transaction is opened for both directions the transaction (round turn).
If your account has a negative balance after closing positions, the trading account balance is adjusted to zero. Thus, it absolutely impossible for you to find yourself in a situation where you have incurred losses greater than the funds in your trading account or obligated to reimburse a negative balance.
A full month of trading report is sent to clients via email on the first day of the month following the reporting month.
To end delivery of the daily and monthly reports for a specific account, contact our Support Team and provide your account number and security answer. Report delivery will be disabled within 24 hours.
To delete your trading account, simply contact our Support Team and provide your account trading credential for the technical assistance.
Each ONE SmartVault user only entitled to register a total up to TEN trading account only.
Account trading password for MT4 can be changed by the following steps:
Any Micro account holder which its percentage growth exceeds 500%, we will switch the account to Standard without any prior notice. This is the policy of our company.
We will keep on update with our clients if there are any changes, introduction of new technologies and matters that necessary. You may check our Mocaz’s News Feed for the latest update on company news.
Please follow the following steps:
Historical chart data is depending on the timeframe that you viewing. For the daily timeframe for example, the data is up from 1970. If you found any charts which lack of any historical data, please contact us via LiveChat.
The maximum and minimum transaction size is depending on the selected account type.
Margin Call is a notification with a demand to deposit additional funds to avoid Stop Out or to close losing positions, if the equity/margin ratio reach a certain level.
Please note that we reserve the right to close a position if the Margin Call is reached.
Stop out is the forced closure of an order, when the equity/margin ratio is less than a certain level as stated in account type. To avoid a situation in which the client’s equity reach negative balance, the greatest loss-making position will be forcibly closed first.
We do not restrict any trading strategies but please review our Terms and Conditions agreement Section 5 which we strongly against any manipulations or abuse of our trading platform and price connectivity. Transaction based on latency arbitrage may be revoked without any prior notice and up to the extent of SmartVault termination
We offer only swap-free account for all of our account type.
Our pricing for every instrument are fixed to 5 decimals for most of forex pairs excluding Japanese Yen which is in 3 decimals.
Please follow the steps below:
“Bid” is the price when you make a sell order while the “Ask” is the price when you make a buy order. However, when you close your buy order it will executed at “Bid” price. Same goes to sell order which will be executed at “Ask” price.
It may occur due to various reasons depending on the pricing of that particular instruments during a volatile market condition. However, if you believed your trade order is technically not triggered, please feel free to contact us via LiveChat.
To modify an order, please follow the following steps:
The lists of trading instruments can be view here. It includes the information of leverage and spreads.
The spread for the specified quotes is floating and may differ from the value given in the table on the website, which reflect the minimum or average levels. Since the spread depends only on market conditions, it may now exceed the average values. The spread usually widened during important market events is released or during a change in trading hour but this situation is generally short-lived.
The symbol of instruments for forex pair group is different according to their account type.
We are currently offering MT4 platform for smartphone which can be downloaded from Apple Store for IOS users and Play Store for Android users.
For Live user: MocazFinancial-Live
For Demo user: MocazFinancial-Demo
Please check your internet connection, there may be a problem with your Internet Service Provider. Try to disable or reconfigure your antivirus and/or firewall software that is installed on your computer. The internet communication ports 443 should be open and available to the terminal.
IF your PC passing through a proxy-server, please ask your system administrator to provide with the proxy-server’s detail such as IP address, type of proxy and port, you should then enter this data into your MT4 terminal Tools Server Enable Proxy server -> Proxy
Most of the cases “Off quotes” usually indicates a break in connectivity resulting in no current price being available.
If your MT4 platform encountered an internet interruption (on your end or broker’s trading server) your order won’t be executed.
Unlike the “re-quote” message, your order will be cancelled completed.
It occurs due to incorrect incorrect login ID or password. Please double check your MT4 login details sent to your email or contact our LiveChat for assistance.
It occurs due to insufficient margin in your trading account due to encountering unrealized losses or your trading lot sizes exceed your margin leverage.
Order is the term used for a client's instruction to a brokerage to carry out any trade. There are two basic types of orders in the terminal: market and pending. In addition to these, there are separate considerations for “Stop Loss” and “Take Profit” orders.
Market Order is an instruction to a broker to buy or sell a financial instrument. The result of the execution of this order is the completion of a sale-purchase transaction. The price of the transaction is determined by the type of execution, depending on the type of instrument. In general, buying takes place at the demand (Ask) price, and sale at the offer (Bid) price.
Take Profit is designed to lock in profit when the price of a financial instrument has reached a predicted level. Execution of this order completely closes the transaction. It is always associated with an open position or pending order. This order may only be placed together with a market or pending order. The Bid price is used when checking the conditions of this order for long positions, while the Ask price is used for short positions. Also keep in mind that with market execution, placing a Take Profit order is only possible after opening a position.
Stop Loss is used to minimize losses in the event that the price of a financial instrument begins moving in a losing direction. If the price of the instrument reaches that level, the position is completely closed automatically. Stop Loss is always associated with an open position or pending order. The order may only be placed together with a market or pending order. The Bid price is used when checking the conditions of this order for long positions, while the Ask price is used for short positions.
Take Profit and Stop Loss levels are set for a position based on the previous order (market order or activated pending order). In other words, the stop level for each subsequent order for a single position replaces the previous levels. Triggering Take Profit and Stop Loss orders leads to complete closure of a position.
You can use Trailing Stop to automatically move a Stop Loss order with the price.
Trailing Stop - is one of the most efficient instruments for maximizing profits. This type of order is very handy in trades, when it is impossible to track the changes in the status of the market. It is a Stop Loss management algorithm in which MetaTrader "raises" a Stop Loss order, given X points of profit. The Trailing Stop is used for open positions and is not hosted on the server, but on the client terminal.
Pending Order is an instruction to the brokerage to buy or sell a financial instrument in the future under specific conditions. The following are the types of pending orders available:
When opening a position, you can establish these levels in special windows. After opening a position, you can set these level in the following way:
Choose the required open position, right click on it, select “Update or Delete order” and set the required parameter.
For pending orders, the placement of Stop Loss and Take Profit is possible at a distance no closer than the level of the spread, in relation to the opening price.
Trailing Stop is an option to automatically move the Stop Loss level after a transaction becomes profitable.
In order to place a Trailing Stop order, select an open position in the “Trading” tab in the "Terminal" window. Right-click on the selected position. A shortcut menu will appear where you can set the level of the trailing stop.
A Trailing Stop works in the trader’s terminal, not on the brokerage’s server, so it is inactive if the terminal is closed.
To calculate your traded value, you have to use the following formula:
Traded value = Pip in decimal places x Contract size x Lot size*1 Lot is equivalent to USD100,000 and USD1000 for Micro
** Pip in decimal places is 0.0001 for most of the currency pairs except jpy; 0.01
|Forex Group||Currency Pair||Calculation (1 lot)||Current Exchange Rate|
|Direct (XXXUSD)||EURUSD||0.0001 x 100000 x 1.00 = USD10||USD/USD = 1; USD10|
|Indirect (USDXXX)||USDCAD||0.0001 x 100000 x 1.00 = CAD10||USD/CAD = 1.2730; CAD10/1.2730 = USD7.86|
|Cross (XXXXXX)||GBPJPY||0.01 x 100000 x 1.00 = JPY1000||USDJPY = 113.24 JPY1000/113.24 USD8.83|
Mocaz guarantees no slippage for nearly all pending orders, executed 3 hours after the trading opens on a particular Forex instrument. Exceptions are orders that fall in the price gap, for which the following rule applies:
We try to take all measures to prevent the likelihood of non-market quotations and spikes, so the chances of any transaction at a non-market quote are very small. If the order is accepted, all transactions, both with profit and with losses, will be cancelled.
No slippage is guaranteed for practically all pending orders executed at least three hours after opening of trading on a particular forex instrument. If the price indicated in a pending order falls into the gap, and the difference between the first market quote (after the gap) and the price of the order will equal or exceed a certain number of points (gap level) on a particular instrument, the order will be executed according to the first market quote. In all remaining cases, the order execution price will correspond to the price specified in the order.
If you are unable to close an order in the trading terminal, please do the following:
Leverage is the ratio of the transaction size to the actual trading used for margin. Leverage allows a client to trade without putting up the full amount. Mocaz offer leverage up to 1:500 for Micro account, 1:300 for Standard and 1:200 for ECN account.
Please login to your SmartVault and from “Trading Accounts” tab, select “Manage Account” and finally select “Change Leverage”.
The changes may be affective up to 5 minutes.
Margin and leverage are concepts that go hand-in-hand in currency trading. Trading “on margin” means you need only deposit a percentage of the total funds required for a trade. Similarly, a deposit can be leveraged so that you can trade positions significantly larger than the amount you have in your account. These small movements can result in larger profits, or larger losses when compared to an unleveraged position.
Because small price movements can potentially have large effects on your account, trading on margin (or with leverage) can be risky.
Please note that, our margin requirement for specific instruments are vary. You may refer here.
All clients of Mocaz automatically and immediately become our partners after registering a trading account and receiving a referral link, with which they can use to sign up their own clients.
This link is on the SmartVault under the “My Commission Area” → “Marketing Tools” and it looks like this:
After a trader follows your referral link and opens a trading account, he or she will automatically be designated as one of your signed-up clients. Additionally, your newly signed-up clients commission will be deposited for every transaction performed by each of your signed-up clients.
In order to become an Introducing Broker of Mocaz, you will need to send the application to [email protected]
For further information regarding our Introducing Broker partnership, please click here.
Referral is the introducer agents who introduced you to our services.
In order to change your referral, it is necessary to contact our LiveChat with your request. This will require that you provide your account number and security answer.
Our Support team will contact you regarding this matter.
In order for you to find out your referral identity, you need to contact our LiveChat.
There is various marketing tools and merchandise provided by Mocaz. Please contact your rederral Introducer Broker for merchandise or contact our LiveChat.
To do this, you need to provide the client with your referral link. This link can be found in your SmartVault.
Any client who uses your referral link to get to the Mocaz website and open a trading account will be automatically assigned as one of your signed-up clients and his/her account number will appear in the list of clients in your SmartVault, in the “My Commision Area” tab.
The affiliate for trades performed by your signed-up clients will be accrued in your partner account as soon as they fund their accounts and start trading. If your client used the referral link for a specific trading account during registration, the affiliate will be deposited into the account indicated in the referral link.
Unfortunately, our current SmartVault system doesn’t provide a schematic client’s network structure.
Our affiliate commission are paid in a multi-tier network scheme. Our affiliate agent entitled to earning up to 0.7pips for every trade executed within your 3-level network. The tier level distributes as per below:
Traded value is calculated by the following formula:
*Pips earning x Traded trades executed = commission
* Depending on your client tier level
|Tier Level||Pips earning||Commission calculation (assume the traded value is USD10)|
|1||0.4||USD10 x 0.4 = USD4|
|2||0.2||USD10 x 0.2 = USD2|
|3||0.1||USD10 x 0.1 = USD1|
Example: If a client on your 3rd level execute a trade worth USD10 traded value, you will earn USD1.
Our affiliate commission will be credited daily at 07:00 server time, 00:00 GMT +8 hours.
The commission for all type of account is calculated by the following formula:
Commission: tier level x executed traded value
If you have any question concerning your affiliate commission, please contact our support by email at [email protected].