FAQ

Check “鑫旺金業有限公司”, member number 019, Type AA business status and the official website on the official Hong Kong Gold Exchange member list. Check the name, number and domain together; don’t rely on an introducer, a social-media group or a similar-looking logo. Membership does not guarantee principal, returns or the Company’s solvency.

The core products are London Gold (XAUUSD) and London Silver (XAGUSD), traded on margin. Holding a trading position does not automatically mean owning gold or silver bars that can be withdrawn. Physical delivery, RMB-denominated gold or other services, where offered, require separate confirmation of the contracting entity, contract and delivery arrangements.

Before applying, please check the service regions, age and eligibility requirements on the current account-opening page. Being able to view the Chinese website, download software or submit a form does not mean you are eligible or permitted in your jurisdiction; the applicable conditions, identity verification and account-opening notice are final.

Please prepare valid proof of identity, contact details, residential address and the requested payment-account details. Depending on whether you are an individual or a company, you may also need to state the purpose of the account and source of funds, or provide proof of authorisation or beneficial ownership. The application checklist sets out the exact documents and validity periods. Submit through the official channel and do not send complete ID documents to unverified private channels.

The number and type of accounts and corporate applications are reviewed under XinWang’s current policy; restrictions must not be avoided by using someone else’s identity. When applying as a company or acting for someone else, state the real party, the authorisation and the control relationship. Permissions for transfers between accounts must also be confirmed separately.

A demo account uses virtual funds so you can get familiar with the interface, orders and records. Its validity period, starting balance and reset method follow the current instructions. Demo fills, costs, funding pressure and market conditions may differ from a live account; demo balances cannot be withdrawn and demo profits do not indicate future returns.

Go to the official download page from https://www.xwgold19.com/, choose the version offered on the website for your device, and check the server, account number and account type in your account-opening notice. Don’t download by software name or icon alone, and don’t mix up demo and live servers.

First check that you are logged in to the correct account and server, that your network is connected, that the symbol is shown, and that it is within trading hours and your account permissions. Note the on-screen message, the time and the device used, then contact official customer service. Check the status of existing orders and positions first to avoid submitting repeatedly.

Request a password reset through official channels and complete the required identity verification. Report unknown orders or logins promptly, keep the times, order numbers and notifications, and update your credentials as instructed. Never give your password, verification codes or remote-control access to customer service, introducers or anyone else.

Under the basic specifications on this page, 1 lot of gold is 100 troy ounces and 1 lot of silver is 5,000 troy ounces. So 0.01 lot of gold is 1 troy ounce and 0.01 lot of silver is 50 troy ounces. Lots measure trading volume; the same number of lots of gold and silver does not mean the same value or risk.

The minimum volume and step are both 0.01 lot. The per-order maximum limits the size of a single order, while the total position limit may apply per product, direction or account in total. See your account parameters for maximum leverage and the per-order and total position limits; being able to place repeated orders does not mean unlimited positions are allowed.

No. The minimum deposit is an account or funding-channel condition; margin supports open positions; trading costs include the spread and any commission or swap. Meeting the minimum deposit does not mean you have enough funds for a given position, and the amount deposited is not the maximum loss you can bear.

Normally buy orders fill at the Ask and sell orders at the Bid. Closing a buy position requires a sell, and closing a sell position requires a buy. Look at both sides of the quote and the order direction; don’t treat a single price on the chart as the fill price for every action.

Charts may show the Bid, the Ask or another price, and whether a stop triggers also depends on the position’s direction. Movement in the other side of the quote and the spread can meet the trigger condition even if the single chart line doesn’t show that price. To request a review, provide the order, the exact time and both sides of the quote, rather than comparing only the high or low in a screenshot.

The minimum price change is the allowed price increment, lots are the trading volume, and USD per lot is an amount; what the platform calls a “point” depends on the contract display. Gold and silver have different quote decimals and contract units, so the same number of points does not mean the same USD cost. Check the units before placing an order.

Based on the basic contract size, 0.01 lot of gold is 1 troy ounce, so a USD 1 move per ounce gives a gross P/L of about USD 1; 0.01 lot of silver is 50 troy ounces, so a USD 0.01 move per ounce gives a gross P/L of about USD 0.50. Whether it is a profit or a loss depends on whether you bought or sold. These are volume examples only, excluding commission, swaps and currency conversion, and do not indicate expected returns.

There is a gap between the buy and sell prices, and a new position is immediately valued at the other side’s price, so the spread usually shows first. Spreads may also change with liquidity, news, settlement and unusual market conditions. Check against actual quotes and the current fee schedule, and don’t use a typical spread to estimate costs at all times.

If you calculate P/L from the actual buy and sell fill prices, the spread is usually already reflected in those prices, so don’t deduct the same spread again in the same calculation. Commission, swaps and other separate charges still need to be checked against your statement; discounts, rebates and bonuses do not mean the original trading costs were waived.

Positions held over the applicable settlement time may incur overnight (swap) charges; the rate, unit and settlement day may differ for long and short positions. To cover weekends or holidays, one settlement day may include several calendar days. Check the current fee schedule and your account records; don’t rely only on whether a position has been held for 24 hours, and don’t apply old rates or someone else’s triple-swap day.

Not necessarily. Platform server time zone, Hong Kong time, quoting sessions, trading sessions and the daily settlement break are separate items, and daylight-saving time and holidays also cause adjustments. Being able to log in or see your balance doesn’t mean the product can be traded at that moment. State the time zone you used when querying records.

A market order asks to trade under current executable conditions; a limit order waits for a specified or better price; a stop-type order triggers once a set level is reached. Triggering and filling are two separate steps, and stop-type orders may suffer slippage. The available order types, price distances and execution method follow your account’s contract specifications.

“Submitted” may only mean the system has received the request. An order can still be waiting for conditions, rejected, partly filled, cancelled or expired. Check the filled volume, remaining volume and final status separately; if the remainder is still active, submitting the same volume again may double your exposure. How this is handled depends on the product’s execution policy.

No. The stop price is usually a trigger condition, and the final execution may be affected by gaps, liquidity or system problems. Stop-limit settings may trigger but not fill. Understand the order type, and don’t treat a successfully set stop or a fixed stop distance as a cap on losses.

Common reasons include a changed quote, a direction that doesn’t match the price condition, minimum distance or step not met, the freeze zone, market closure or permission limits. Check the full error message and contract specifications before trying again. Repeated retries won’t change the limits and may create unintended orders.

A modify or cancel request must be accepted by the system; the original order may trigger or fill before the request is processed. Rely on the final confirmation, not just on having clicked the button. If the status is unclear, check your records before placing a new order or managing existing positions.

Check the expiry of pending orders, the orders attached to positions and the arrangements for weekends and holidays separately; don’t assume they last forever or are all cancelled together. After the market reopens, check unfilled orders and position settings. An open position doesn’t mean all earlier settings are still active.

Ordinary stop loss and take profit orders accepted by the server are different from trailing stops or automated strategies that rely on a running terminal. Closing the terminal may stop trailing adjustments, but stops already set successfully are handled under the server rules. Before going offline, confirm your settings and the environment each feature needs; losing your connection does not close your positions.

Balance mainly records settled amounts; equity usually also reflects floating P/L and similar items; free margin takes the margin used by positions into account; the withdrawable amount may also be affected by unsettled items, verification and withdrawal rules. Check against your account’s definitions and don’t judge from the balance alone whether you can add positions or withdraw.

First check the formula, warning and stop-out levels for your account, and distinguish equity, used margin and free funds. Losses, fees, wider spreads or margin changes can all lower the level and lead to restrictions on new positions, position reductions or stop-out. Conditions may differ by product or time.

Only funds that have completed the necessary checks and become available in the account count towards margin under the rules. A payment debit, a transfer screenshot or a bank transfer in progress does not mean the trading account has received funds. An undelivered notice or funds in transit do not automatically pause a stop-out, and a stop-out does not guarantee losses stay within your account balance.

No. In netting mode, an opposite trade may reduce, close or reverse the existing position; in hedging mode, an opposite order may open a separate position. If both sides exist, you may still incur costs and use margin. After closing one side, the remaining directional risk and margin use may change. Check which mode your account actually uses and use the correct close operation.

This must comply with XinWang’s account and authorisation policies. Software that runs is not an approved or guaranteed strategy, and copy trading may produce different results because of execution differences. Don’t share your password. Any permitted authorisation must clearly state the permissions, duration, fees, risks and how to revoke it, and you should check how revoking it affects existing positions.

Enter the Client Portal from the official website every time, and check the available channels, payee, currency, amount, reference number and fees for this deposit. Don’t reuse old screenshots, addresses from social groups or other people’s payment details. For bank transfers, the paying account must match the trading account holder and registered details; other channels still require the applicable ownership checks. Verify any request to pay an individual with us first.

The bank debit, actual receipt by the payee, matching of details and crediting of the trading account are separate stages. Keep the payer, payee, amount and currency, date and bank reference, and submit proof through the official process. Don’t transfer again to “top up” while it is being checked, and don’t treat uncredited amounts as margin.

Third-party bank accounts cannot be used for deposits or withdrawals; accounts of relatives, friends or introducers are not same-name accounts because of the relationship. If one was used by mistake, stop paying, keep the proof and contact us for review. Any return or other handling of the funds follows applicable law and the verification results, and does not mean funds can be freely paid to someone else.

Exchange rates, conversion spreads and bank or payment provider fees may apply. Before acting, check the actual currency paid or received, the source or method of confirming the rate, the time it applies and the final amount credited. Profits calculated in USD may not be the same after conversion into your local currency.

Only when XinWang explicitly offers and approves this function. Check that both accounts are yours, the currency, the amount available and anything in transit. A transfer out may reduce free margin in the source account, and an incoming transfer cannot be treated as received until completed; internal transfers are not closing positions, withdrawals or permission to pay third parties.

Only use them when they are explicitly offered in the official Client Portal and apply to you. Each time, check the asset, network, address, any required memo, limits, fees and confirmation requirements; the same asset on different networks is not interchangeable. A broadcast transaction or a screenshot does not mean the Company has credited it; wallet ownership and source-of-funds checks may also apply.

Submit a request in the official Client Portal and check the receiving details, currency and amount. Bank withdrawals require a same-name receiving account; other approved channels require ownership checks. With open positions, the withdrawable amount may be affected by margin, floating P/L and unsettled charges, so keep monitoring your risk after submitting. Whether the amount is reserved or deducted, and whether the request can be withdrawn, depends on your account’s fund rules and the request status.

A received request is not yet approved, and a remittance by the Company does not mean the bank or network has completed clearing. Check each stage in your fund records, noting the time zone, business days, required checks and external processing. Estimated times are processing arrangements, not a guarantee of arrival in every case.

The new receiving details and available channels must first be verified through the official process. Bank accounts must be in the same name, and other approved channels require ownership verification. The original payment route, currency, payment provider and compliance requirements may restrict changes. Don’t cancel the original receiving arrangement first or use someone else’s account to receive funds; changing your details does not automatically change withdrawal requests already submitted.

Provide the request number and the failure or return message, and first confirm whether the funds are at the review, remittance, return or re-crediting stage. Remitted funds may not be cancellable, and returns may involve external fees and delays. Until the result of the earlier request is confirmed, don’t submit the same withdrawal again or pay an individual to “speed it up”.

Identity, address, source of funds, payment relationships or company control details may need updating and re-checking. Verify the source of the notice and submit through the designated secure channel. A query or a temporary hold on an operation does not mean any wrongdoing has been established; never pay a so-called verification deposit to an individual.

No. Keep the notice and related records, explain the orders, software used, authorisations and payment relationships as requested, and ask through official channels for the basis of the review, its scope and the progress that can be shared. Any rights or restrictions must be based on applicable law and the contract; a query in itself does not mean your funds are permanently forfeited.

Note the time, time zone, symbol, order and error message, check your network and report through an available official channel. Once things recover, check your positions and fills before acting, to avoid duplicate orders. A message received by customer service is not an accepted trading instruction; manual dealing is only available where explicitly offered and the conditions are confirmed.

Never pay an individual a so-called “cleaning fee”, “anti-money-laundering deposit” or “unfreezing tax”, and never share your password or verification codes to “speed up a review”. Keep the original notice, payment details and messages, and verify directly through the official channels on the XinWang website. Where fraud is suspected, you may seek help from the relevant law enforcement authorities. Verification in itself does not allow funds to be withheld or confiscated arbitrarily.

Select a complete period for the same account, currency and time zone, and check orders, deals, positions, commission or swap items and deposits/withdrawals separately. Order numbers, deal numbers and fund request numbers may differ. Keep downloadable statements and the notices at the time; the change in net balance alone isn’t enough to judge a particular charge.

As soon as possible, provide through official enquiry or complaint channels your account details, the order or fund request number, the date and time zone, the disputed item, the amount and any necessary screenshots or statements, and keep the notices and reference numbers of replies. Explain what you want reviewed, and don’t send passwords or verification codes. Raising a dispute does not automatically pause position risk, and statutory or contractual time limits still apply.

No. What a trading code applies to, how it is obtained, its fees and the scope of queries must be checked separately; registering a code does not mean orders are matched directly on the exchange. Who receives and holds client money, and how to claim it, is set out in XinWang’s formal client-money arrangements; membership or a code does not imply deposit protection, guaranteed returns or compensation from the exchange.

Use the unsubscribe link in a marketing message or change your marketing preferences through official channels. Unsubscribing from marketing is different from account security, trade, fund-processing and legally required notices, and it does not close your account. For how your data is used, access and correction requests and contact details, see the Privacy Policy and Personal Information Collection Statement.