Platform Support & Troubleshooting

  • Q1) What are the features of your Online Trading Platform?

    You can:

    • Place trades securely from your computer 24 hours a day 
    • Trade CFDs
    • Access over 12,000 markets including global shares, indices, ETFs, FX, commodities, treasuries and options
    • Instantly access real-time financial news and analysis feeds from Dow Jones Newswires
    • Access our interactive live pricing charting package which includes a range of technical analysis tools
    • Create multiple watch lists to monitor potential future trades

    Q2) How do I use the Online Trading Platform?

    Please refer to our Platform Tutorials; these feature short videos that will walk you through everything from funding your account, to using Watchlists and placing Trades.

    Q3) Having trouble accessing the trading platform?

    Certain settings on your computer may be preventing you from logging on to our trading platform. Clearing your cache should help resolve this iss ue. Please click on the relevant links below to see how you can clear your cache.

    Q4) What should I do if I receive an error when placing a Trade or an Order?

    If you receive an error, please contact our Client Management team immediately and we will do everything we can to help.

    Q5) I am unable to view Charts, what should I do?

    You may need to turn off your pop-up blocker. Also ensure that you have the latest version of Java downloaded on your computer. Download Java free of charge.

    Q6) Why do the prices on the charts differ from live prices?

    The charts provided are indicative and represent mid-prices only; they should not be used to verify exact fill levels.

    Q7) What are the System Requirements for accessing the online trading platform?

    Hardware:Most modern PCs will run our interface successfully but we recommend that you have at least a 750 MHz Pentium III (or equivalent) processor with 256MB of RAM and 10MB of available hard disk space.

    Screen Resolution:
    The platform is best viewed at a screen resolution of 1024x768. You can adjust your screen resolution by going to Control panel > Display > Change Display Settings.

    Operating System:
    Windows: Windows 7, Vista, XP, 2000, 2003 and 2008 Server or newer.
    Mac: OS X 10.5.x, 10.6.x or newer.

    Internet Browser:
    Windows: Internet Explorer 7.0, 8.0 and above, Firefox 3.x and above, Google Chrome 5.0x and above, Opera 10.60 or above, Safari 5 or above.  We recommend Mozilla Firefox.
    Get: Internet Explorer | Mozilla Firefox | Google Chrome | Opera | Safari
    Mac: Firefox 3.x, Safari 5.x and above.  We Recommend Safari
    Get: Mozilla FirefoxSafari

    Q8) Do I need Flash to access the online trading platform?

    The City Index trading platform is based on Flash technology. If you do not already have Flash installed, your browser should detect this and automatically redirect you to the Flash download page. If not, click here to download the latest version of Flash free of charge.

    Please read: Installing Macromedia Flash Player from the Macromedia website with the default options will install the Google Toolbar. The Pop-up Blocker in the Google Toolbar can cause problems when logging on to your account. We recommend disabling the Google Toolbar installation (by unchecking the box) before proceeding with the Flash installation.

    Q9) Do I need Java to view market tick charts on the online trading platform?

    Yes, this will usually be pre-installed as a standard component of your internet browser, click here to download this free of charge.