Frequently Asked Questions: Trading and Technical Support
Do I need to keep a record of my transactions?
Yes. It is very important to have a detailed record of your transactions. Vision recommends that you save a copy of your order or create a screen capture of your order showing the date, time and ticket number for all orders placed.
Should I reconcile my statement like a checkbook?
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.
When placing an order, is it important to listen to Vision repeating the order back to me?
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.
When I place an order online and receive a ticket number, has my order been transmitted to the exchange?
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 Client Services immediately at +1.877.836.3949.
When I cancel an order and get a ticket number is my order cancelled?
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 cancelled.
If I think my order is due a fill, is it safe to assume it is filled?
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 your broker or Client Services.
If I see a fill on my order can the status change?
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 your broker or Client Services.
What should I do if there is a trade I do not know about in my account?
Do not offset the trade. Call your broker or Client Services 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.
What should I do if I need to talk to someone regarding trading after hours?
You can contact our 24-hour order desk for any trading related issues. They can be reached at +1.800.355.3232.
What should I do if I cannot connect to the trading software?
If you are trying to place an order, call Trading Applications Group directly at +1.866.594.2342. 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. 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 Trading Applications Group.
