AndaIG

Basic Troubleshooting FAQs New Web Trading Platform Basic NWTP troubleshooting steps - try these first Log out > Close all browser windows > Relaunch browser and log back in. Try another browser - Chrome is recommended, however, Firefox/Opera are great alternatives to use for troubleshooting. Try the browser's incognito (private) browsing mode should you not want to try another browser. If the above steps do not help, please contact our helpdesk for further assistance. Why can’t I see my open positions on the charts? Ensure that your chart settings are set to show open positions.( press the Hotkey "P" on the keyboard to toggle option to show /hide open positions). Log out and then back into platform (this solves it most of the time). Try another browser. 4. If the above steps do not help, please contact our helpdesk for further assistance. If the above steps do not help, please contact our helpdesk for further assistance. When I click “open platform” it loops back to My IG, how do I fix this? 1. Close all web browser windows. Make sure all windows are definitely closed. Often times this issue is a result of multiple windows holding login sessions for the platform, and simply closing all browser windows down and logging in again will fix it. 2. Check that your default account is set to an active account on My IG>Settings>Default view. Helpdesk can assist with this if you are not able to access the default view. 3. Try clearing browser cookies. This is not the preferred option because you will lose saved browser settings, like saved usernames/passwords, etc. MT4 Basic MT4 troubleshooting steps - try these first: Check that you are logged in via File > Login to Trade Account on the MT4 terminal: Ensure that you are using MT4 account login details and not your IG account details. You are logged in correctly if you see green and blue bars with numbers moving in bottom right of the MT4 terminal as illustrated below: You are NOT logged in correctly if these bars are red with a message, see some examples illustrated below: In this case server is entered incorrectly or you are using demo server for live account and vice versa. In this case you have entered the wrong MT4 ID/password. Please see Login FAQs forum for resetting your MT4 password. In this case your MT4 account is closed, inactive (etc.), please reach out to helpdesk for further assistance. What are the IG Server details? Live Servers a) IG-LIVE (Case sensitive on mobile MT4) b) mt4.ig.com:443 Demo Servers a) IG-DEMO (Case sensitive on mobile MT4) b) demo-mt4.ig.com:443 ProRealTime Basic Troubleshooting steps: 1. Check DealThru is connected in top right: 2. Check that you are on Push+ data (Push Datastream) in top right: 3. Close and relaunch PRT. 4. If above doesn't resolve the issue, please send a technical report so our IT team can investigate. How do I send a technical report? 1. Locate the main toolbar in PRT: 2. Click Help > Help Center: 3. Choose I'm having a technical problem: 4. Choose relevant option: 5. fill in all fields and give as much detail as possible: 6. Send report:

What statement will I receive? Depending on the type of account you operate, you may receive statement(s) as described in the table below Daily statement What is it? A daily statement is a summary of the trading activity on the account How will I receive it? It is automatically generated (in pdf format) and sent to your registered email address on the following working day if there has been activity on the account. For example, the Friday daily statement will be generated on the following Monday. You can also find daily statements under MyIG > Live Accounts > Statements > Daily. No daily statement will be generated if there has been no activity on the account on that day Why do I get it? Sending this statement is a regulatory requirement, which is why you cannot opt out. Monthly statement What is it? It is a summary of the trading activity of the account during the previous month. How will I receive it? It is automatically generated (in pdf format) and sent to your registered email address on the 1st of the following month, if you have nominated to receive these statements. These will be issued even if there’s been no activity and there are positions or cash on the account. Monthly statements can also be found under MyIG > Live Accounts > Statements > Monthly Account/ledger summary What is it? It is a summary of the trading activity on your account over any period How will I receive it? If you wish to generate your account statement showing the activities on your account over the previous tax year, or any other period, you will be able to generate, view and download the account ledger summary (only in csv format) by going to MyIG > Live accounts > History. If this is unacceptable you may contact our customer service team to assist in providing an alternative document for your records Consolidated Tax Certificates (CTC) What is it? It is a document for UK fiscal resident clients and is used to show the dividends received in a tax year and the breakdown of the different types of instruments that have paid them (shares, ETFs, REITs) How will I receive it? If you have received dividends during the tax year, you will be able to view and download your CTC (in pdf format) by going to MyIG > My Account > Statements. This statement is usually made available one or two months after the end of the UK financial year. CTC's will not be generated for ISA or SIPP accounts. ISA and SIPP accounts are not tax reportable, so we don’t send out any tax documents for these accounts. For non-UK tax residents, an Income Summary can be provided on request ISA funding statement What is it? This is a summary of cash deposits and withdrawals made on your ISA account How will I receive it? To receive it, kindly contact our Trading Services team, to assist in providing this Cost and charges statement What is it? It is a 12 months-period statement showing a categorized breakdown of what cost and charges you have paid How will I receive it? It is automatically generated (in pdf format) and sent to your registered email address on the anniversary date of your account’s activation Why do I get it? Sending this statement is a regulatory requirement, which is why you cannot opt out NB: We do not provide any capital gains (sometimes called P&L) statements for share dealing accounts We do not generate tax statement for spread betting accounts since spread betting does not attract capital gains tax or stamp duty1 in the UK

1. What happens to my shares position if the company actions cash dividend? A cash dividend is the portion of profit a company chooses to pay out to its shareholders – usually expressed as a percentage. To be eligible, you would need to hold your position into the market open of the ex-date. learn more here: https://www.ig.com/uk/help-and-support/corporate-events-and-dealing/corporate-action-events/how-are-stock-dividends-paid-to-my-share-dealing-account 2 . What happens to my shares position if the company actions a stock dividend or bonus issue? A bonus issue or stock dividend is when shareholders are given ‘free’ shares. The amount of new shares the shareholder would receive is based on the terms of the bonus issue, which is expressed as a ratio – for example, 1 bonus share per 10 shares held. Bonus issues may increase the number of shares you hold but the price of the shares would fall proportionally to the ratio, having no overall affect on the monetary value of your holdings. If you have an open position on a company that offers a bonus issue or stock dividend, we’ll open a new separate position at the level of zero on the ex-bonus issue date. Your original position will be unaffected. Example: Say Apple announces a 1 for 10 bonus issue or stock dividend, and you are holding 100 shares. If you hold this position through the ex-date, you would receive a new position of 10 new shares at a level of 0 in Apple and you would continue holding your initial position of 100 shares. Equally, the share price would also drop by 1/10 or 10% 3. What happens to my shares position if the company offers a rights issue? What is a rights issue? A rights issue is when a company offers its existing shareholders the chance to buy additional shares – usually at a discounted price – to raise capital How does a rights issue work? If you would like to participate in a rights issue and buy shares, you would first have to qualify by holding shares in the company through the ex-date. For qualifying shareholders, we’ll create a new position on your account called ‘(company name) – rights issue’ and our corporate actions team will send an email notification containing the terms of the rights issue, important dates and your available options. For non-European shares, the size of the new rights issue position will reflect the terms of the issue which is usually expressed as a ratio of shares you hold. For European-listed stocks, the new position will be booked on to your account on a 'one right for one share' basis, then adjusted at a later stage if you participate in the rights issue. You have three options for long positions on spread bet, CFD, share dealing and ISA accounts: Elect to take up the rights (agree to purchase the shares) by replying to the relevant email from our corporate actions team before the relevant IG deadline date (stated in the email). In this case you need to ensure your account is sufficiently funded to pay for the new shares. Be sure to refer to the email from our corporate actions team for all of the required information. If rights were successfully taken up, the new shares will be booked onto your account on or around the pay date (for spread bet and CFD accounts) or a few days after (for share dealing and ISA accounts) Do nothing and let the rights lapse. The rights issue position would eventually fall away and you would forfeit the opportunity to purchase the shares. You do not need to reply to the email from our corporate actions team if this is what you wish to do Trade out (sell) the rights. Depending on the size of the rights issue, you may be able to do this directly on the trading platform. If this is not possible, you will need to call our helpdesk during trading hours and place the trade through one of our dealers For short positions on a spread bet or CFD account, you’ll have two options: Buy the rights back. You would need to call our help desk during trading hours and place the trade through one of our dealers Leave the new position to expire. If you leave the position you’ll be at risk of being ‘taken up against’ – meaning the rights will automatically be taken up, and you will short the shares at the subscription price Learn more here: https://www.ig.com/uk/help-and-support/corporate-events-and-dealing/corporate-action-events/what-happens-to-my-shares-position-if-the-company-offers-a-right 4. How do I take part in the rights issue or open offer (non-leveraged)? Investors need to take action if they wish to participate in the rights issue or open offer. If you hold a position in a stock on the close of business the day before ex-date, when a company is having a rights issue or open offer, then we’ll book the new rights or offer on your account on the ex-date. You’ll receive an email on ex-date clarifying your options, or you can find this information plus a full event breakdown by logging into MyIG and going to the corporate actions portal. Please don’t try to elect before the ex-date or email the corporate actions department – we’ll only accept elections via MyIG from the ex-date onwards. If you hold rights or an open offer on multiple accounts, you’ll need to elect for each account separately in MyIG to take up the offer, and we’ll progress it from there. We’ll email you a confirmation for each election that we receive from you. As long as we receive your election preferences ahead of the IG deadline date, then your election will be processed. The only thing left to do once you’ve elected in MyIG, is to make sure your account is funded accordingly to cover your new position by the IG deadline date, which will be visible in MyIG. Learn more here: https://www.ig.com/uk/help-and-support/corporate-events-and-dealing/corporate-action-events/how-do-I-take-part-in-the-rights-issue-or-open-offer-non-leveraged 5. How do I elect on a Rights Issue or Open Offer via MyIG? (for Share Dealing and ISA clients only)? How do I elect on a Rights Issue or Open Offer via MyIG? (for Share Dealing and ISA clients only) The election process for corporate action events is changing. You’ll no longer need to contact the team and can manage your elections entirely through MyIG. This guide will show you how to find the new corporate actions area and take you through all the possible actions available. This is the MyIG dashboard. Select the ‘Live accounts’ tab in the top left-hand corner. Then select the account that’s been affected by the corporate action, from the drop-down menu on the left-hand side. You’ll receive this information in an email from IG on, or around, ex-date. Once the account is selected, click on the corporate actions option on the main left-hand side menu. Here you’ll see the corporate actions affecting your portfolio. We show the stock name, live status and the IG deadline, which is the date by which you’ll need to elect, trade out of, or fund your account. Click on the event to see your available actions, plus key information such as subscription prices, ratios and key dates/times. You’ll have a range of options depending on the event, and if the rights are tradable or not. Select the action you wish to take and click continue. Learn more here: https://www.ig.com/uk/help-and-support/corporate-events-and-dealing/corporate-action-events/how-do-i-elect-on-a-rights-issue-or-open-offer-via-myig?cq_ck=1653661463120 6. What happens to my shares position if the company performs a stock split or consolidation? What is a stock split or consolidation / reverse stock split? A stock split occurs when a listed company splits its outstanding shares into more shares, often to make the shares more affordable for retail investors and therefore attract more investment. The company’s market cap and the overall value of each shareholder’s investment stay the same during a stock split, but the price of each share is reduced as the number of shares increases. A consolidation or reverse stock split is when a company wants to lower the number of outstanding shares and increase its share price. Some stock exchanges have a minimum share value, so a company may employ a reverse stock split to avoid being delisted from said exchange. This can also take place to make a company appear more valuable to potential investors, as a higher-value share could improve sentiment. How does a stock split or consolidation work? When splitting stocks, a company will first determine a split ratio – this is the ratio by which the number of outstanding shares and current share price will adjust. For example, if the stock split ratio is 2:1, the number of shares will double, and the share price will be halved. Stock split example: You own ten shares in a company, each valued at £100 prior to a stock split of 2:1, giving you a total of £1000 worth of shares. After the split, you own 20 shares, each worth £50 (£100 ÷ 2). Your total investment values stay the same at £1000. A consolidation or reverse stock split would have the opposite effect, with the share price doubling and number of shares halving – also without affecting the total value of your initial investment. How does a stock split or consolidation affect my spread bet or CFD account? The standard process is for us to close your original position at your initial trade opening level (ensuring no profit or loss is realised) and open a new trade on your behalf reflecting the ratio of the split/consolidation. Any attached stops or limits will be adjusted according to the terms of the split/consolidation to ensure your monetary risk remains the same. How does a stock split or consolidation affect my share dealing or ISA account? The standard process is for us to close your original position (date of stock split) at your initial purchase price of the shares (ensuring no profit or loss is realized) and open a new trade on your behalf with the number of shares in accordance to the terms of the split/consolidation and at a book cost of zero. If you need to change your book cost, you can find out more information here(hyperlink). This process may affect your profit/loss figures as the number of your shares will increase (for stock splits) or decrease (for consolidations) in proportion to the split ratio but the book cost will reflect as zero. To correct this, you will need to manually adjust your book cost 7. What happens to my shares position if the company performs a spinoff? A spin-off is the creation of an independent company through the sale or distribution of new shares of an existing business or division of a parent company. This is usually carried out when spin-off companies are expected to be worth more as independent entities rather than as parts of a larger entity. Spread bet and CFD accounts: On spin-off ex-date, we’ll create a position on the new company at a level of zero in accordance with the terms of the spinoff. Once tradeable, you can then choose whether to trade the new company or not. If you have a guaranteed stop on your spread bet or CFD position, we’ll amend it in accordance with the terms of the offer. A separate position will then be posted on your account in the name of the spun-off company, with a stop attached to ensure your total monetary risk remains the same. Share dealing and ISA accounts: On, or a few days, after distribution date – when shares of the new company are issued – we’ll create a position on the new company at a level of zero in accordance with the terms of the spinoff. You can then choose whether to trade the new company or not. Please note that it can take several days after pay date for us to receive the shares, which can cause a delay in allocation. 8. What happens to my shares position if the company is involved in a takeover? A takeover bid is a corporate action in which a company (the acquirer) makes an offer to purchase another company (the target) usually to provide synergy, tax benefits or diversification. The affect that a takeover will have on an existing position will vary, depending on whether the acquiring company offers cash, stock, or a combination of both for the target company. Cash takeovers: Your position will be closed out when the cash is received and adjusted for interest, depending on the contract of the trade. Stock takeovers: Your original position will be closed, and a new position will be opened to reflect the terms of the takeover, based on the previous night’s closing price. Any stops or limits will be adjusted accordingly. Cash and stock takeovers: The original position will be closed, and a new position will be opened to reflect the terms of the takeover based on the previous night’s closing price and the cash offer, and adjusted for interest depending on the contract of the bet. Any attached stops or limits will be adjusted. 9. What happens if the stock I am trading delists? Why would a stock delist? The main reasons for delisting include violating regulations and failing to meet minimum financial standards such as the ability to maintain a minimum share price, financial ratio's, and sales levels. Delisting can also be a voluntarily decision by the company. When a company does not meet listing requirements, the listing exchange issues a warning of noncompliance. If noncompliance continues, the exchange is required to delist the company's stock. Usually, the company would issue a press release through the investor relations section of their website to notify shareholders. After a stock has delisted, our corporate actions and risk departments would review the status of the stock and make any account adjustments if required. Each account type has different processes as below: Learn more here: https://www.ig.com/uk/help-and-support/corporate-events-and-dealing/corporate-action-events/what-happens-if-the-stock-i-am-trading-delists 10. What happens if the stock I am trading suspends? The most common reason a stock would suspend trading is if incorrect financial information is released. If a stock is suspended, we would have to wait for the stock to become tradeable again – which is outside of IG’s control. For spread bet and CFD accounts, our corporate actions and risk department may need to increase margin requirements depending on the status of the stock. 11. Do you offer proxy voting, AGM attendance, shareholder meeting participations? IG does offer these services Learn more here: https://www.ig.com/uk/help-and-support/corporate-events-and-dealing/corporate-action-events/do-you-offer-proxy-voting

What verification might be required for my withdrawal? Just like a bank, we are a financial services firm required to comply with anti-money laundering laws. In line with these regulations, we conduct security checks to verify both the source and destination of funds are in your name. When we receive a bank transfer or card payment from you, we often don’t receive the bank account details from which the deposit came. Because of this, we sometimes require further verification to link your payment to a bank account in your name and securely return your funds. How do I verify my payment to IG? Please upload (My IG>Live accounts>verification) a screenshot or photo of your online bank statement showing: 1. The transaction to IG 2. Your full name 3. The bank account number 4. The Bank’s logo or emblem If you can’t get all the information on one page, you can upload two documents: the first showing the payment to us and your bank account number, and the second showing the same account number and your name. How do I verify my receiving bank account? If you have recently added a new bank account, we may request verification to ensure we’re sending your funds back to a bank account held in your name. Please upload a scan, screenshot or photo of your online bank statement showing: Your full name The bank account number The bank’s logo or emblem If you can’t get all the information on one page, you can upload two documents: the first showing the payment to us and your bank account number, and the second showing the same account number and your name. How do I upload my statement on the desktop? Please log in to My IG, choose the ‘live accounts tab’ and click on ‘verification’. How do I upload my statement on the mobile app? To verify your documents on the mobile app, please select ‘account’ in the bottom right, then select the ‘withdraw’ button and ‘verify documents’. Why was my document rejected? · To successfully verify your deposit, your full name and transaction to us must be visible on your bank statement If you can’t get all the information on one page, you can upload two documents: the first showing the payment to us and your bank account number, and the second showing the same account number and your name · If we ask you to verify a new bank account we have not received funds from before, ensure your full name, bank account number and the bank’s logo are visible · The format of these statements should be non-editable and we are unable to accept screenshots of debit/credit cards

Web Trading Platform / Mobile Apps 1. Why is my account suspended? (2 FA deactivated) You have 3 attempts to enter the correct password, if your password is entered incorrectly more than three times your account will be suspended. You will need to contact our helpdesk to reactivate the account before you can login or reset your password again 2. Why is my account suspended after entering my password correctly? (2 FA activated) In this case it is likely that although your password is correct you have not entered the IG authenticator verification code correctly. You need your password + the verification code to be inputted to the password box for a successful login 3. I closed one of my accounts and now I can no longer login, why? In this case it is likely that you have closed your default account, you would need to contact helpdesk to change your default account to the active one. MT4 1. Why am I not able to login to MT4 using my IG credentials (live account) The MetaTrader Terminal uses separate login details consisting of your MT4 ID as well as a unique password. These details should have been emailed to you when you created the MT4 account. Should you require a password reset link contact helpdesk.uk@ig.com 2. How do I reset my password on MT4 (live account) If you still remember the old password click on Tools>Options>Server. This will provide an option to change the password. If you no longer remember the password then contact helpdesk.uk@ig.com 3. How do I reset my password on MT4 (demo account) If you still remember the old password click on Tools>Options>Server. This will provide an option to change the password. If you no longer remember the password then you will need to create a new demo account.