Negative balance clearing is a risk-protection process that allows an eligible account holder to apply to reset eligible account and wallet balances to zero when combined eligible balance across the profile is negative.
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It is not an account-by-account adjustment. A negative balance in one account does not by itself establish eligibility.

All of the following conditions must be met:

Eligibility is calculated for the account holder as a whole. Positive and negative balances across eligible accounts and wallets are combined. You cannot request clearing for only one account.
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If combined eligible balance is zero or positive, the profile is not eligible even when an individual account has a negative balance.

Negative balance clearing is a separate profile-wide assessment of eligible balances. The MT component uses balance, not equity including trading credit; the combined eligible balance must be below zero. One negative account alone does not establish eligibility. Withdrawals instead use equity minus trading credit for the MT component, together with the other withdrawal conditions.
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The eligible profile amount displayed for the system pre-check combines:

All eligible positive and negative balances covered by the approved request are reset to zero. A positive balance in one eligible account or wallet is therefore also cleared as part of the profile-wide adjustment.

Fund Investment Accounts and Funds Management Accounts are excluded from this calculation and will not be adjusted by Negative Balance Write-Off. Fund Investment Accounts must nevertheless be at zero before applying. Investment Wallet balances are a separate included component. The separate fund-termination and settlement process still applies.

Yes. A submitted withdrawal may remain under review while FXTRADING.com checks balances across eligible accounts and wallets in the same profile, unsettled activity, margin, or another account condition. This is a standard control based on profile and account conditions, not a measure directed at selected customers.
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Negative balance clearing is not a prerequisite for every withdrawal, and completing it does not guarantee that a withdrawal will be approved. If no action is required from you, the request continues through normal processing. If information or action is required, FXTRADING.com will notify you through an action message in the Client Portal or another official FXTRADING.com channel. Complete only the stated action; the request may remain pending until it is completed. If you do not complete the required action, the withdrawal may be rejected.
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First verify any request to add funds in the Client Portal after signing in. Do not deposit funds solely because one account has a negative balance. Before acting on a request to add funds, obtain manual confirmation from Customer Support through an authenticated Service Hub ticket or verified registered-email correspondence. Support must confirm the reason, amount, currency and payment method for your case. A Fin or chat response, or an unverified email, is not a funding instruction. Once all positions are closed and funds activity is settled, a negative combined eligible balance is assessed separately under the profile-wide negative balance clearing policy.

Read the result and follow the conditions shown. A pre-check does not submit an application or change balances; passing it is not completed clearing. If you can continue, review the displayed impact before confirming any application. Use Application records to check the recorded status; submission or Processing does not mean Completed.

For account-specific help, sign in to the Client Portal and create a ticket in Service Hub using the current category that best matches your issue. Include the relevant reference and exact message, with sensitive details hidden. Never send passwords, one-time codes, full card numbers or banking login details.