If you are unable to submit or complete a withdrawal request, it may be due to one of the following reasons:
1. Open Positions in Trading Account
Withdrawals may be restricted if there are still open positions in your trading account.
To proceed with the withdrawal:
- Please check your account for any active/open trades.
- Close the open positions.
- Resubmit the withdrawal request.
2. Proof of Address (POA) Not Verified
Your withdrawal request may also be blocked if your POA document has not been approved.
Examples of acceptable POA documents:
- Utility bill
- Bank statement
- Insurance statement
Please ensure:
- The document shows your full name, full valid address, issued date.
- Issued within 6 months.
- Screenshots, scanned or edited files are not accepted.
3. Two-Factor Authentication (2FA) Not Activated
For account security purposes, withdrawals may require a Security Authenticator App with Two-Factor Authentication (2FA) feature to be enabled.
To activate 2FA:
- Log in to your Client Portal.
- Go to "Verification".
- Enable 2FA verification (ie: Google or Microsoft Authenticator)
You may also refer to "How to bind a security authenticator App (2FA) in Client Portal?" for more details. Once activated, please resubmit your withdrawal request.
If you’ve tried all the steps above but still can’t withdraw, please email (info@ultimamarkets.com) from your registered account email address. Our team will reply within 1 business day.
