Troubleshooting
From phone verification, submitting a complaint, to login issues – we'll help you with all of it.
If you cannot enter your Valuta account, please first check you have entered your email address and password correctly.
If you are not sure what your password is, please contact our Customer Support Team via Email in order to reset your password manually.
You might also find the following steps helpful:
- Clear your browser cache
- Try to login again
- Try using another browser (IE, Mozilla FireFox, Google Chrome etc.)
- Check your internet connectivity
Make sure you are not already connected in another window or platform.
If your withdrawal has been rejected, it may have been for one of the following possible reasons:
- Insufficient account balance;
- Insufficient free margin to cover open positions;
- Incorrect withdrawal details;
- Payment method used for withdrawal is different from the one used to deposit.
- Withdrawal amount exceeds the deposited amount for the method (Credit/Debit Cards);
- Withdrawal amount doesn’t cover payment system charges.
- Additional information and/or documentation requested was not provided;
- Third-party transfer request.
If this happens, you will be notified via email for the specific reason.
If you have problems with phone verification, please make sure that:
- You have entered a valid phone number which can receive SMS.
- The number is entered with no special characters, no spaces and no country code.
- If you previously had an account with us, please let us know.
If you are still unable to verify your number, please contact our Customer Support Team
If you have problems logging in, or if you receive an error message during registration, you can contact us via email support@valutamarkets.com
To submit a complaint, please complete the Complaint Form found here (in Appendix of the Complaints Handling Procedure): Complaints Handling Procedure and email it to us at complaints@valutamarkets.com
We request any complaints to be sent via email so as to have the proper documentation in place to conduct an investigation of each individual case when necessary