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Frequently asked questions
Choose a category below.
Do not hesitate to contact us if you can not find solutions here.
| <About Placing Orders> |
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1. What is the minimum lot of placing an order?
-You can place an order from 1 lot.
2. Is it OK to place an order at night or during holidays?
-You can place an order at any time including Saturdays, Sundays and holidays
but except from 3:30am to 4:30am.
3. Is it possible to place an order for Itayose trading right before the price is settled?
-It is possible to place an order until the price at Itayose trading is settled. However, if you place an order at the point of price settlement, our system does receive your order but it may not be accepted by the exchange (thus it will not be filled) as the price has already settled.
4. What time is the deadline for accepting order for Zaraba (continuous session) trading?
-It is possible to place an order up to 15:30 (closing time of the session).
However, even when you place an order at 15:30 and your order is accepted
by our system, the order may be canceled by the exchange as it is already
after 15:30 at the time the echange receives that order.
**About canceling your order
The Tokyo Commodity Exchange stops accepting orders during the lunch break
after 11:00 am. All the data of orders and order cancels will be stored
in our server until 12:10 pm. Hence, when you request for canceling the
order during this lunch break (11:00am to 12:10pm) , the requested cancel
order will not be marked as Canceled in Order History Screen until after
12:10 pm.
5. Can I place orders by phone, email or fax?
-Basically, we do not accept orders without using ROMANHIKOH system. However,
in case of system failures, we do accept orders by phones at the same fees.
6. Can I place an order during system failure?
-If you cannot place an order because of our system failure, you can call us to place an order.
7. I am trading commodity futures through different FCM. Is it possible to clear my position at different FCM through Orient Trading?
-No, we cannot do this. Similarly, you cannot clear trades which were done
with us at different FCM.
8. Can I settle trades by delivery?
-Unfortunately, our on-line trading does not accept settlement by delivery.
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| <About Log in and Password> |
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1. I entered my Password but can not log in. What should I do?
-It is possible that you have entered wrong ID or Password. Please check
the followings matters:
> Did you enter correct ID and Password?
Please check your current ID and Password. If you do not know your ID and
Password, please contact us. We will send User-ID and Password to the e-mail
address after we check registered information and identification.
> Can you enter number symbols?
If you cannot enter number symbols, it may be because Num Lock is off.
Please turn on the Num Loc of your keyboard.
2. Can you tell me how to change Password?
- You can change your Password at Change of Password in Change of Registration section on menu bar.
3. Do I need to change my Password?
- You can continue using your Password issued by us but we recommend changing
your Password regularly for the purpose of security measures.
4. I forgot my Password. What should I do?
- Please contact us. We will send your User ID and Password to your registered
e-mail address after we check your information and identification.
5. Can you reissue a Password for me?
- In case you close your account, your Password will be expired. However,
if you deposit your fund to us again, we will issue new Password. Remember,
we need to re-examine your status, so please contact us before sending
your fund.
6. I forgot my Password you provided to me. What should I do?
- We cannot reissue the same Password we provided at first. If you contact
us, we will send current Password to registered email address after we
check your information and identification. You can use the Password we
sent or you can change it to another for your convenience.
7. I have not had traded for a long time. Can I still trade?
- Yes, you can. If you deposit your fund, we will issue new Password. However,
as we should re-examine your status, please contact us before sending your
fund.
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| <About Deposit / Withdrawal> |
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1. I would like to know your bank account information.
-Please email to int@hsfutures.com to know account information.
2. How long does it take to complete deposit?
- Usually, for international transfer, it takes about two business days
(depending on your country and your bank) to complete the transfer of fund
from your bank to our bank. If we confirm your deposit after 4:00pm, the
deposit will be processed after 9:00am of the next business day.
3. How long does it take to complete withdrawal?
- As stipulated under Article 10 of the Rules and Regulations Governing
Brokerage Activity, withdrawal must be done within four (4) business days.
In case of ROMANHIKOH, if we accept withdrawal request by 5:00pm on our
business day, we will process the withdrawal on the next business day following
the day of the request. If we accept withdrawal request after 5:00pm on
our business day, we will process the withdrawal request on the 2nd business
day following the day of the request. Please note that it takes about two
(2) days to complete withdrawal from our bank to your bank (time depending
on your country and your bank).
Due to our office procedure, we cannot withdraw your funds on the first business day of each month. If the scheduled withdrawal day is on the first business day, the withdrawal will be done on the 2nd business day.
4. Won't I be able to use ROMANHIKOH if I withdraw all of my fund?
- You will not be able to use ROMANHIKOH. If you deposit your fund, then
we will issue new password. However, please remember that we need to re-examine
your status, so please contact us.
5. Is it possible to withdraw my fund to different financial institution from the one I registered at the time of opening my account?
- Yes, it is possible if said financial institution's account holder's
name is you. If this is only one time, please write necessary information
in the Note section of Withdrawal on ROMANHIKOH system or simply give
us e-mail. If you would like to change registered financial institution,
please call or email us.
6. How many bank accounts can I designate?
- Only one bank account will be registered.
7. I can not trade with my excess fund even though I made profits after
liquidated my position(s), what's wrong? What should I do?
- If you would like to add realized profit to your deposited margin, you
need to select [Trade Balance->Deposit Margin] and input necessary information
in Fund Transfer. Fund transfer in your account will be reflected within
one (1) hour; however, fund transfer request after 4:00pm will be processed
after 9:00am of the next business day.
The reason why system is made in this way is because the regulations require that customer should decide each time whether he uses the profit as customer margin or he wants to withdraw.
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| <About Updating Your Personal Profile> |
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1. I would like to change my address. What is the procedure for changing
address?
- If you change your address, please call or e-mail us immediately. Upon
receiving your call or e-mail, we will send required documents (notification).
Please write necessary information and send the documents back to us.
In addition, please enclose your identification which proves your new address.
Please enclose one of the identifications below. (For corporate account,
trade executor's identification will also be required)
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(For retail clients and trade executor on corporate account)
1. Passport
2. Certificate of Residence (copy which proves your name, address and birthday)
3. Certificate of Insurance
4. ID card
5. Driver's License
(For Corporate)
1. Copy of the corporate registration.
Note: Copies have to be made within the last three (3) months from current date. If there are any parts revised, please copy the revised part(s) too. |
2. I would like you to send documents to the different address from current address. What is the procedure for this case?
- Please contact us by phone or e-mail. If the address you would like us to send documents is already written in the form, then you do not need to provide any documents. In most cases, you write at least two different addresses, such as your company and home addresses.
3. My last name has been changed for some reason. Do I need go through any procedures?
- Please contact us by phone or e-mail. We will send necessary documents
(notification) to you. Please write necessary information, enclose identification
which proves your new name and send those documents back to us.
4. I would like to change my email address and phone number. What should I do?
- Please contact us by phone or e-mail. There are no documents you need
to provide to us. You can change your e-mail address in Change of Registration
in Order Screen.
5. What should I do to change the information for the place of employment?
- Please contact us by phone or e-mail. We will send necessary documents
(notification) to you. Please write necessary information and send back
to us.
Feel free to contact us.
Email: int@hsfutures.com
Phone: +81-3-3299-0344
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