We're here to help

Yes you can. Click on 'Feedback' under the 'Support' menu within the platform to send your comments to us. We're constantly working to improve our service and we welcome your comments. Any feedback received is sent directly to our Product Development team, and many of our platform enhancements are a direct result of client feedback.

Our aim is to provide a high level of service to all our clients all of the time. We value all feedback and use it to enhance our products and services. We appreciate that from time to time, things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.

View our complaints and dispute handling process to learn more.

If you are having issues accessing your account, it would be useful to obtain the following information before contacting our Client Management team to help improve resolution times for issues:

o    Account ID and email address

o    A summary of the problem you are experiencing

o    Have you tried replicating the issue on another machine? If so was it successful?

o    Date and time the issue occurred

o    Screenshot of any error you may have received

o    What operating system and browser are you using?

o    If using the mobile application, what handset and operating system are you using?

o    Are you on a wired or wireless connection?

o    What Internet Service Provider are you using?

If you're not sure of your system configuration, please go to www.whatismybrowser.com where you will be able to send all of the relevant information by email directly to our Client Management team.

Clear your browser cache and try to log in again. Here's how you can clear your browser cache:

Internet Explorer

1. Open Internet Explorer

2. In the upper right-hand corner, click 'Tools'

3. Select 'Internet options' from the drop down menu

4. Within the 'Browsing history' section click on 'Delete'

5. Check the 'temporary internet files', 'cookies' and 'history' boxes

6. The 'form data', 'passwords' and 'In Private filtering data' boxes may be left un-checked. You can check them to delete this data 

7. Click 'delete'

8. When finished, click OK to return to your Internet Explorer window

9. Close the Internet Explorer window and reopen

Chrome

1. Click the Chrome menu on the browser toolbar

2. Select 'more tools'

3. Select 'clear browsing data'

4. In the dialogue that appears, select the tick boxes for the type of information you want to remove (defaults should suffice)

5. Use the menu at the top to select the amount of data you want to delete. Select 'beginning of time' to delete everything

6. Click 'clear browsing data'

7. Restart your browser

Firefox

1. Click the menu button and choose 'options'

2. Select the 'advanced' panel

3. Click on the 'network' tab

4. In the 'cached web content' section, click 'clear now'

5. Restart your browser'

Try logging in using another browser

Sometimes clients have browser-specific issues. You should try logging in using another well-known browser (such as Google Chrome or Mozilla Firefox) to see if the issue still persists.

Ensure you have correctly selected the live or demo option

You may have inadvertently selected the wrong option before selecting login.

Confirm you are using the correct product URL: 

If unsure, visit our website and select 'login' for the correct product: CFD.

Confirm that the password and username are entered correctly

If you receive the following message: 'Your account login has failed...' it means that the email address entered has not been recognised by the system. Ensure that it has been entered correctly with no additional characters.

If you receive a message stating: 'The login details you have entered do not match our records' it means that the password does not match the registered email address for your account. Re-check the password entered and if the issue still persists, consider resetting your password via the 'Forgotten password?' link on the log in page.

If you find that you're unable to log in to the platform via your mobile device, please ensure that you have upgraded to the latest version of our app via the relevant app store. If you have our app running in your device's background, but find that you can't log back into the platform, you may need to force close the app and reopen it for this to work.

Upon opening a live account, you will receive an account manager for the first few weeks to ensure that any questions or problems you have are properly resolved. Please note that this service does not include the provision of trading or investment advice. Thereafter, you will be able to contact the Client Management Team via the ‘Live Help’ icon within the CMC Next Generation platform, or alternatively via telephone on 0800 26 26 27 or via email at support@cmcmarkets.co.nz.

We offer competitive monthly cash rebates for eligible clients who trade in high volumes. View more details about our CFD trading cash rebates.

Our award-winning trading platform, mobile apps and customer service, competitive pricing and more than 30 years’ experience are just some of the many reasons why clients choose to join us. High-volume traders could also be rewarded with cash rebates and a personalised service. 

All customer funds are segregated from any other CMC Markets’ funds. We will hold an amount equivalent to your Account Value less your total minimum margin requirement in this segregated account and ensure these funds are not used for hedging or other operational purposes.

We may use your information to make further enquiries about you, including checks to combat fraud. We do not sell your personal information to any third parties for marketing purposes. For further information, please read our privacy and security policy, which explains in more detail how we deal with the personal information you provide us.

Two-Factor Authentication (2FA) adds another layer of security to your account, to keep your information and account safe. It requires two verification methods, such as a username & password plus something that belongs to you, like an app or your phone.

On your CFD account, you can choose to receive OTPs either through a mobile app, which will typically involve scanning a QR code on screen, or by SMS. In the unlikely event that either method should fail, the other will be available as an alternative. Should both methods fail, or be unavailable, for instance if you have difficulty receiving messages while overseas, we can provide OTPs over the phone. For more information on how to set up 2FA, please visit our learn section.

Once you have switched on 2FA for your account, it will become a mandatory step in the login process each time you access your account, through our online trading platform and mobile apps.

We use SSL Encryption to encrypt all communications between your computer and the trading platform.

Don’t share your password or trading PIN with anyone else or use it in such a way it might be discovered by someone else. Good practice when accessing any financial website includes:

Don’t access site from public computers, such as internet cafes, as there may be software on those computers that could discover your passwords.

Ensure your computer is protected by an up-to-date anti-virus program and firewall.

Don’t follow links in emails asking you to confirm your login details – we won’t ask you for your password in any emails.