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Live telephone or e-mail support is available during the hours
of 8:00 AM - 6:00
PM EST Monday through Friday. Information
pertaining to these methods of support can be obtained by visiting
the Contact Us area of this Web site.
If you would prefer to browse our online knowledge base to obtain
answers to your questions, please browse our list of frequently asked questions below.
Frequently Asked Questions
Cashiering
Online Trading
Trading and Technical Support
Customer Service and Technical Support
Cashiering
Q: After I send my check, when can I start trading?
A: After your check clears you can start trading. A check could take up to 10 business days to clear.
Q: If I want to trade right away, what is the best way to fund my account?
A: The best way to fund your account is through a wire transfer. As soon as Vision receives the wire you can start trading.
Q: What is the minimum required balance to open an account?
A: Vision's suggested minimum balance is $5,000. The minimum balance, however, might
vary due to margin requirements.
Q: Does Vision handle IRAs?
A: Yes, Vision does accept IRAs for commodity trading. You will need a custodian for your IRA. Please contact your introducing broker for more information.
Online Trading
Q: I forgot my PIN number, where can I find it?
A: For security purposes, we send the PIN in an e-mail just once when you sign up. After that, you will need to contact your broker or Natasha Daaling at Vision (800.248.2646, ext. 378) and answer your established verification questions in order to be given a new PIN.
Q: How can I change my PIN number?
A: Your broker or Vision must be contacted in order to change your PIN number.
Q: Is it possible to change my username?
A: It is possible to change your username on CQG only. Vision Advantage and Vision Express use your customer account number as your username.
Q: How do I download the platform?
A: The link to download the platform can be found in the e-mail sent out when you become an online trading customer. You can also find the same link on our Web site under the "Services" tab.
Q: Is there a Web-based version of the platform?
A: There is a Web-based version of Vision Express only. A Web-based version of Vision Advantage is currently in development.
Q: Can I contact technical support directly?
A: You can contact Technical Support at 866.675.8762 between 7:00 AM and 4:00 PM Central Time.
Q: What is the cost to have an online platform?
A: Vision Express and Vision Advantage are free. CQG costs $20 per month, although the fee is waived as long as your account has $20,000 or more in equity.
Q: What is the minimum balance to be eligible for an online platform?
A: Vision Express has a minimum balance of $2,500. Vision Advantage and CQG have minimum balances of $5,000.
Trading and Technical Support
Q: Do I need keep a record of my transactions?
A: Yes. It is very important to have a detailed record of your transactions. Vision recommends that you print a copy of your order or create a screen capture of your order showing the date, time and ticket number for all orders placed. This will greatly speed up resolution of any discrepancies.
Q: Should I reconcile my statement like a checkbook?
A: Yes, it is very important to verify that all trades have processed correctly at the end of every trading day. As a self-directed trader, you are responsible to verify all trades have processed correctly and notify Vision in a timely manner of any discrepancies.
Q: When placing an order, is it important to listen to Vision repeating the order back to me?
A: Yes, it is very important. When the order is repeated back, that is the confirmation of your instructions. Once agreed to, it is the order that will be placed for your account.
Q: When I place an order online and receive a ticket number, has my order been transmitted to the exchange?
A: A ticket number is simply an acknowledgment from the software of an attempt to send your order to the exchange. It is very important for you to check the order status. If there is an error message, please call Customer Support immediately at 800.303.1650.
Q: When I cancel an order and get a ticket number is my order cancelled?
A: No. A ticket number is simply an acknowledgment of an attempt to send your order to the exchange. Your order may be filled before the order can be canceled.
Q: If I think my order is due a fill, is it safe to assume it is filled?
A: No. There are a number of reasons why an order may not be filled. If you think an order should be filled and there is no fill posted please call Customer Support or your broker.
Q: If I see a fill on my order can the status change?
A: Yes, there are a few reasons why an order that is showing as filled may not be filled. If an order changes from filled to any other status, you should call Customer Support or your broker.
Q: What should I do if there is a trade I do not know about in my account?
A: Do not offset the trade. Call Customer Support and inform them of the mistake. If you offset the trade and it turns out to be someone else's position, you will be responsible for the offsetting trade.
Q: What should I do if I need to talk to someone after hours?
A: You should make arrangements with your broker for an after hours contact.
Q: What should I do if I cannot connect to the trading software?
A: If you are trying to place an order, call Customer Support or your broker. Otherwise, there are a few steps to take before calling Technical Support. First, can you connect to the internet independent from the trading software? If not, your internet connectivity is likely the culprit, and will need to be restored prior to connecting to the trading software. Second, have you tried restarting the trading software? Third, have you recently added, upgraded or changed any security software? If so, can you disable it and see if you can connect. If this fixes the issue, you will need to configure your security program to allow the trading software to connect to the internet. Unfortunately, due to the multitude of software packages out there, it may not possible for Vision to assist you with this. If this is a corporate machine you will need to talk to your systems administrator. If you can connect to the Internet and have tried the previous steps please call Customer Support or your broker.
Customer Service and Technical Support
Q: Can I get my account statements electronically?
A: Yes. "Electronic Statements" is Vision's recommended method of receiving your account statements. Electronic Statements will insure that you receive your confirmation statement the morning after any trade has been placed, without the inconvenience of waiting for your statement to reach you via standard US mail.
If you have not yet signed up for Electronic Statements, please click here for the sign-up form.
Complete this form and return it to Vision via mail, fax or e-mail to:
Vision Financial Markets LLC
One Whitehall Street, Suite 1500
New York, NY 10004
Fax: 212.785.2665
E-mail: customerservice@visionfinancialmarkets.com
Q: How do I fund my account?
A: There are two options to fund your account.
1. Via Wire Transfer (Please note, this is the recommended method since it represents cleared funds):
- Harris N.A.
111 West Monroe
Chicago, IL 60603
ABA number: 071000288
For: Vision Financial Markets LLC
Customer Segregated Funds Account
Number: 438-240-4
Further Credit to the Account of (your name and Vision account number here)
2. Via Check:
Make Checks Payable to: Vision Financial Markets LLC
(Please reference your Vision account number on your check)
Mail to:
- Vision Financial Markets LLC
One Whitehall Street, Suite 1500
New York, NY 10004
Q: How do I withdraw funds from my account?
A: Instructions to withdraw funds from your account should be directed to your broker. Please call your broker with instructions to remit funds from your Vision account. If you need assistance contacting your broker please call Vision's Customer Service team at, 800.248.2646 or e-mail Vision at customerservice@visionfinancialmarkets.com.
Q: How do I transfer money out of my Vision account to my personal bank account?
A: Vision can wire transfer your funds directly to your personal bank account. There is a $25 fee for all domestic wire transfers and a $40 fee for all foreign wire transfers.
To request a wire transfer from your account you should contact your broker and provide him/her with the following information:
- 1. The name of your bank
- 2. The location of your bank (city and state)
- 3. The ABA/Routing number for your bank
- 4. Your bank account number
- 5. Your name as it appears on your bank account
Q: How do I change my address?
A: All changes to your contact information (e.g., mailing address, phone number, e-mail address, etc.) must be submitted to Vision in writing. Vision will accept a fax, e-mail or a standard letter.
Submit changes to your contact information to:
- Vision Financial Markets LLC
One Whitehall Street, Suite 1500
New York, NY 10004
Fax: 212.785.2665
E-mail: customerservice@visionfinancialmarkets.com
Q: What can I do if I am having trouble logging in?
A: To login to your Vision account at https://portal.tradewithvision.com/ you will need your account number and PIN. If you need to verify either number please contact Vision Customer Service at 800.248.2646 or e-mail at support@visionfinancialmarkets.com.
Q: What are the definitions for the abbreviations used on my online Account Review?
A:
- OTE – Open Trade Equity - The value of open futures positions calculated using the settlement price on the date of the statement.
- LOV – Long Options Value
- SOV – Short Options Value
- SOD – Securities on Deposit (value of T-Bills or T-Notes)
- P/C – Puts or Calls
- AVG – Average Price
- STL – Settlement Price
- Margin EXC/DEF – Margin Excess or Deficiency
- LTD # - Last Trading Date
- TX # - Ticket Number
- NET. LIQ – Net Liquidity - Represents the value of your account if you had closed all open positions at the settlement price on the date you are currently viewing.
Q: How do I obtain more information about the commodity market?
A: Please visit the "Education" section of Vision's Web site.
Q: What is the fastest way to open a new account?
A: Vision's online account application is the fastest way to open a new account.
Q: Who should I call if I have a question regarding activity in my account?
A: All questions regarding trading activity in your account should be directed to your introducing broker. If you need assistance contacting your broker please call Vision Customer Service at 800.248.2646 or e-mail Vision at customerservice@visionfinancialmarkets.com.
Q: Who should I call if I did not receive my account statement?
A: If you have not received your Vision statement, please contact Vision's Customer Service team at 800.248.2646 or e-mail Vision at customerservice@visionfinancialmarkets.com.
Q: How do I close my account?
A: Instructions to liquidate and/or close your Vision account should be directed to your broker. If you need assistance contacting your broker, please call Vision Customer Service at 800.248.2646 or e-mail Vision at customerservice@visionfinancialmarkets.com.
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