SUPPORT
clientèle

Lorsque vous déposez des fonds sur votre compte Mexem, le délai est généralement de 1 à 3 jours ouvrables. Vous devez toujours mentionner votre numéro de compte Mexem comme référence, sinon le délai peut être plus long.

MEXEM generally allows one free cash withdrawal within a 30-day period. Additional withdrawals may be charged a fee depending on the withdrawal currency and method. The current withdrawal fees shown on the MEXEM fees page include:
EUR wire withdrawal: first withdrawal within 30 days is free, then EUR 8 per withdrawal.
EUR SEPA withdrawal: first withdrawal within 30 days is free, then EUR 1 per withdrawal.
USD withdrawal: first withdrawal within 30 days is free, then USD 10 per withdrawal.
GBP withdrawal: first withdrawal within 30 days is free, then GBP 7 per withdrawal.
Fees may vary depending on the currency, withdrawal method and applicable fee schedule. Clients should review the latest MEXEM fees page before submitting a withdrawal request.

A withdrawal may be unavailable or lower than expected for several reasons. The account may hold cash in a currency different from the withdrawal currency. In this case, the client may need to convert the funds into the required currency before submitting the withdrawal request. If the account is a Cash account and the client recently closed a position or completed a currency conversion, the funds may not yet be settled. Settlement times depend on the product, market and currency involved. Funds generally become withdrawable only after settlement is completed. Recently deposited funds may also be subject to deposit holds, credit holds, withdrawal restrictions or origination restrictions. These restrictions may temporarily limit the amount available for withdrawal or the bank account to which the funds can be withdrawn. If the client has an -F account used for certain products, some cash balances may be held in that account segment and may need to be transferred internally to the main account before they can be withdrawn. This can be reviewed from the trading platform Account Window or from the Cash Report section of the Activity Statement. Withdrawals may also be affected by withdrawal limits, bank instruction verification, same-name account requirements, security checks or compliance review. Clients can review their available cash for withdrawal from the Client Portal under Transfer & Pay > Transfer Funds > Withdraw Funds.

An ABA routing number is a nine-digit routing code used to identify banks and financial institutions in the United States. Banks may use different ABA routing numbers depending on the type of transfer, such as ACH, domestic wire transfer or direct deposit. For this reason, clients should confirm the correct routing number directly with their bank before submitting payment instructions. For U.S. checks, the ABA routing number is usually the first nine-digit number shown on the bottom row of the check.

The time required for a deposit to be credited depends on the transfer method, currency, sending bank and any applicable hold or review period. Clients can check the status of a deposit from the Client Portal > Transfer & Pay > Transaction history. Typically for an ordinary bank transfer or SEPA the funds are credited between 3 to 5 business days.

ACH deposits are subject to a 4-business-day credit hold after the funds arrive. Although ACH is an electronic transfer method, the funds are not final immediately and may still be returned by the sending bank if the transfer is later considered unauthorized or incorrect. For this reason, ACH deposits are held before they become available for trading or transfer. The ACH credit hold is generally released at the U.S. regular market open on the 4th business day after the deposit arrives. Clients who need faster availability of funds may consider using a bank or broker wire transfer. Wire transfers are generally credited upon arrival, subject to bank processing times, account verification and compliance review.

ACH stands for Automated Clearing House. It is an electronic funds transfer system used in the United States. MEXEM supports U.S. ACH transfers initiated through MEXEM. This means the client can request a transfer from an eligible U.S. bank account to their MEXEM account by creating the ACH instruction from the Client Portal. To set up an ACH instruction, the client will need to provide the U.S. bank’s ABA routing number and bank account number. Each new bank instruction must be verified before it can be used. At this time, MEXEM does not support ACH transfers initiated directly from the client’s bank. ACH deposits may be subject to verification, credit hold periods, withdrawal restrictions and same-name account requirements.

A third-party deposit is a deposit that originates from a bank, broker or financial institution account held in a name different from the MEXEM account holder. For example, if the MEXEM account is in the client’s personal name, the deposit should normally come from a bank or brokerage account held in that same name. If the deposit comes from another person, company or unrelated third party, it may be treated as a third-party deposit. Third-party deposits are generally not accepted and may be rejected or returned. They may also be subject to additional compliance review.

There is no separate minimum deposit required solely to request a Margin account. However, the client must meet the relevant eligibility requirements, including age, financial profile, investment objectives, trading experience and applicable regulatory requirements.If approved, margin permissions may be assigned during the account application process or after a cash account is upgraded to a margin account. To use margin on eligible positions, the account must generally maintain equity above USD 2,000. If the account equity is below this level, the client may not be able to use margin or open certain margin positions. The amount of margin available for a new order depends on the account’s Equity with Loan Value, the existing positions in the account, and the margin requirement of the new order.

Internal fund transfer requests submitted during regular trading hours are generally processed instantly.Requests submitted outside regular trading hours are generally processed on the next business day. Please note that funds subject to a deposit hold, credit hold or other restriction cannot be internally transferred until the hold or restriction has expired. Hold periods may vary depending on the deposit method, currency and account circumstances.

Clients can create a deposit notification from the Client Portal.
To do this, log in to the Client Portal and go to Transfer & Pay > Transfer Funds > Deposit Funds. Then select the currency and the deposit method.
After selecting the deposit method, follow the instructions shown on screen. These instructions will provide the bank details, payment reference and any additional information required to complete the transfer.
Once the deposit notification has been created, the client must usually contact their bank or financial institution to initiate the actual transfer. MEXEM does not automatically pull the funds unless the selected funding method specifically supports this.
When sending the funds, the client should ensure that the payment reference includes the MEXEM account number and account title, where required. The funds should be sent from a bank or brokerage account held in the same name as the MEXEM account holder.
Deposits are subject to processing times, currency requirements, deposit hold periods, third-party deposit checks and compliance review.

To submit a withdrawal request, log in to the Client Portal and go to Transfer & Pay > Transfer Funds > Withdraw Funds. Then select the currency, withdrawal method and amount, and complete the required information.

Clients can create an order from the Instrument Details screen by selecting Buy or Sell. This will open the Order Ticket. From the Order Ticket, clients can enter or modify the order details, including quantity, order type, price, time-in-force and any other available parameters. Before submitting the order, clients can preview the order to review the estimated cost, margin impact and order details, where available. To submit the order, use the Slide to Submit function. If the app is in Simplified mode, tap Submit Buy or Submit Sell. Order availability depends on the product, market, account permissions, available funds or margin, and applicable trading restrictions.

In general, clients may withdraw funds to a bank or brokerage account held in the same name as the MEXEM account holder. The destination bank account does not necessarily need to be located in the same country as the MEXEM account holder. Clients can create new withdrawal instructions from the Client Portal by going to Transfer & Pay > Transfer Funds > Withdraw Funds, selecting the relevant currency and withdrawal method, and entering the required bank details. For security reasons, clients may be asked to confirm their identity or complete an additional verification step before the withdrawal instruction is approved. Withdrawals remain subject to available settled cash, withdrawal limits, bank verification, deposit hold periods, origination restrictions and compliance checks.

Yes, it is possible to transfer funds or positions internally from an individual account to a joint account. However, please note that this type of transfer can only be done on an exceptional basis and is a completely manual process. In order to request an internal transfer from an individual to a joint account please contact MEXEM support.

No. MEXEM does not support deposits through PayPal, Skrill, WorldPay, Instarem, Western Union, MoneyGram, Citibank Global Transfer or online peer-to-peer payment systems such as Venmo, Google Wallet, Zelle, Neteller, QuickPay or Square Cash. MEXEM supports a variety of electronic transfer methods, which may vary depending on the currency and local payment system.

MEXEM does not accept third-party deposits. A third-party deposit is a deposit that originates from a bank or brokerage account held in a name different from the MEXEM account holder. These deposits are considered higher risk from a fraud and anti-money-laundering perspective and may be rejected. Clients should fund their MEXEM account only from a bank or brokerage account held in the same name as the MEXEM account.

Deposits from Wise, formerly TransferWise, may be accepted only if the transfer meets the required conditions. The funds must originate from an account held in the same name as the MEXEM account, and the payment details must include the client’s MEXEM account ID and account title. Based on previous experience, Wise transfers may not always include the required account information in the payment details. If the transfer cannot be identified or matched to the client’s MEXEM account, the funds may be returned. To reduce the risk of delays or returned funds, clients should create a deposit notification in the Client Portal before sending funds and ensure that the correct payment reference is included in the transfer.

MEXEM does not allow deposit of funds using a credit or debit card. Funds may be transferred from a bank or broker account of the same name. To obtain routing details, please complete a deposit notification through Client Portal (Web) /Account Management (TWS)t by selecting Transfer & Pay followed by Transfer Funds. More information on entering a deposit notification can be found in our Users' Guide.

Yes. Withdrawal limits may apply depending on the security method enabled on the account.
Clients who use the Secure Login System may have higher withdrawal limits than clients who do not use an enhanced security method. The maximum amount that can be withdrawn or transferred over a one-day or five-business-day period depends on the protective value of the security device or authentication method used. Current withdrawal limits include: - No security device: up to USD 50,000 per day and USD 100,000 over 5 business days. - SMS authentication: up to USD 200,000 per day and USD 600,000 over 5 business days. - MEXEM Mobile Authentication: up to USD 200,000 per day and USD 600,000 over 5 business days. Additional restrictions may still apply depending on the account, withdrawal method, available settled cash, recent deposits, bank instructions, security review or other operational controls. Clients who need to withdraw an amount above their current limit may contact MEXEM Client Services to request an exceptional withdrawal review.