If you haven't received emails from us despite successful delivery on our end, the issue typically lies with your email provider's filtering or blocking mechanisms. Follow these steps to resolve the problem:
1. Perform a Comprehensive Search
Emails may be automatically sorted into non-primary folders:
Search all folders: Enter our domain name (e.g., fxtrading.com) in the search bar and select "All Folders"
Check specific categories:
Gmail users: Look in "Social" or "Promotions" tabs
Outlook/Hotmail users: Check "Other" inbox and "Junk Email" folder
Corporate email users: Look for a "Quarantine" folder
2. Verify Whitelist Settings
Ensure your whitelist is properly configured:
Add the entire domain: Whitelist @fxtrading.com rather than individual email addresses
Check block lists: Confirm our domain isn't accidentally added to your blocked senders list
Verify mailbox capacity: Ensure your inbox isn't full, as this will cause servers to reject all incoming emails
3. Corporate Email Users: IT-Level Investigation
If you're using a corporate email address, company firewalls may block emails even with personal whitelist settings:
Contact your IT department: Ask if emails from our domain or IP address are being blocked at the gateway level
Provide technical details: Share our sending domain and IP address with your IT team for manual approval
Check greylisting policies: Some corporate servers delay delivery from unfamiliar senders
4. Email Provider System-Level Blocking
Some email providers implement silent filtering:
Check blocked message logs: For example, QQ Mail users can check "Settings" → "Anti-Spam" → "Query Blocked Emails"
Try an alternative email: Consider using Gmail or Outlook to rule out provider-specific issues
How do I change my registered email address?
Use the same registered-email process whether your identity verification is still in progress or has already been completed.
If you can sign in to the Client Portal
Sign in to the Client Portal.
Select Security from the left navigation.
Find Email Address and select Update on the right.
Follow the on-screen security checks and confirm the new email address.
If the old registered email cannot be used to sign in, but you can still access its mailbox
Email [email protected] from the old registered email address. State the old registered email, the new email you want to use, and that the old email cannot be used to sign in to the Client Portal for self-service. Our Customer Support Team will review the request and explain the next secure step.
If you can no longer access the old mailbox
Email [email protected] from an accessible email address. State the old registered email, the new email you want to use, and that you cannot access either the old mailbox or the Client Portal. The request will require an enhanced account-recovery review.
Identity and account checks
Before any change is made, we may require identity verification, including a face or liveness check. We may also verify account information, including but not limited to your trading account number, most recent deposit amount, approximate account balance, recently traded instruments, approximate account-opening date, and which authenticators were linked and when.
Do not attach identity documents or Proof of Address to an ordinary email. If documents, face or liveness verification, or another check are required, follow only the secure process provided by our Customer Support Team. Never send a password, one-time code, full card number, card security code, PIN, private key or recovery phrase. Provide only the information requested through the method specified by the team. The email address can be changed only after the required checks have been completed.