How can we help you?

After completing the steps outlined in How can I make a deposit into my account? you will be redirected to your bank’s page where you will be asked to provide some additional information.

If this is your first deposit – or if you are depositing with a different Credit/Debit card than the one you have previously used – you will need to upload or email a clear coloured copy of the front and back of your credit card in order to avoid any possible delays in the crediting of your funds.

ONLY the following information should be visible on the scanned card/s:

• The card-holder’s name (This must match the name used during registration).
• Name of issuing bank
• The last 4 digits of the card number (all others must be covered).
• Credit/Debit card expiry date.
• Cardholder’s signature.

The CVC2/CVV2 (last 3 digits on the back of your card) must be covered.*

An example can be found below:

If the cardholder name is not visible on the card, please provide us with a supporting card statement which confirms the card ownership. The document should state the last 4 digits of the card number and your name, so that it can be verified.

If the card is not in your name, please follow the steps outlined under Can I deposit using a friend’s / relative’s payment method?

If the card is linked to a Corporate account, please refer to the outlined process under Can I deposit using a corporate credit card/account?

*Please note that if you fail to cover the aforementioned sensitive information on your credit card copies, we will not be able to accept them. Any communication emails containing full copies of your credit card will also be deleted. This is done for security reasons, but you can always resubmit your credit card copies covering all the sensitive info.

After completing the steps outlined under the FAQ: How can I make a deposit into my account? you will be given the payment details on how to proceed with an online payment or transfer from your bank account to Viverno’s bank account.

Once the transaction is complete, we suggest that you either upload or email the payment confirmation to us showing the following:

• The bank account number.
• Bank account holder’s name (this should match the name used during registration).
• Payment details.

Your transfer should be processed within 2-5 business days from the date the funds were sent from your account. If your deposit takes longer than 5 business days please contact our Customer Support Team at [email protected].

Please note that Viverno is not responsible for any additional bank charges involved in the process.

If the funds are deposited through a corporate/business card then:

If you are the director and sole shareholder: The deposit can be processed, after supporting documents have been provided. Supporting documents include: extract from Business Registry confirming the sole ownership and directorship and shareholder structure, your verification documents and copies of the used card. In case of a withdrawal, the funds must be sent back to the same card account as that which made the initial deposit.

If you are not the sole owner of the company or are just an authorised person acting on behalf of the company: The deposit can be only processed if you proceed with the conversion of your individual account to a corporate Viverno account and if you did not fund your account using any other payment option/account.

In case you make a deposit using a card/bank account that is not in your name, we require additional documents to be provided before allowing you to use these funds in trading. In case you are already trading with these funds, you have up to 10 days from the date of the deposit to provide us with the necessary documentation, otherwise your account will be suspended from trading (irrespective of whether there are open positions or not).

The required documents in this case are:

• Your verification documents
• Third party’s Identification Document (such as Passport or ID Card)
• Authorisation letter, completed and signed by both (can be emailed to you by the Customer Support Team)
• Copies of the used card

Please be aware that it remains at Viverno’s discretion to accept or reject such deposits, if we are not satisfied with the provided documentation and/or any other reasons.

You can contact our Customer Support Team for further information and/or in order to provide these documents via email at [email protected].

Yes, you can make a deposit and trade without having your account verified only for 15 days. In this case, you will have to provide the following documents within 15 days in order to have your account approved before you are able to continue trading (unless your account can be or has been successfully verified electronically):

Proof of Identity:

• Passport
• Identity Card
• Driving licence

This copy must contain:

• Full Name
• Date of Birth
• Photograph
• Valid Expiry Date
• Issuing authority

Proof of Residence:

• Electricity, water, gas, internet or telephone bill
• Bank statement / credit card statement / bank reference letter
• Tax letter / Council tax bill (for the current year)
• Social insurance statement
• Electronic statements with the URL visible
• Government-issued Certificate of Residence or notarized Affidavit of Residence

This document must be issued in the name of the Viverno account holder within the last 3 months, and must contain the following information:

• Your name
• Your current residential address
• Date of issue
• The details of the issuer

If you fail to provide us with a valid documentation within 15 days, we will perform the following actions on your account:

• Your open positions will be closed between 18-24 pm GMT (if such exist).
• Your remaining balance will be refunded, and your account will be closed.

Please contact our Customer Support Team at [email protected] should you have any further questions about this.

Before you can withdraw funds from your account, you need to ensure that your Viverno account has been fully verified.

In addition, you may be requested to provide additional documentation to verify the source of funds (depending on your deposit option) to ensure the withdrawal is credited to the same source where the funds have been received from. You will be contacted by our Funding Team in case additional documents or information are required. However, we do suggest that you provide us with proof of payment document in advance, to ensure smooth processing of your withdrawal request.

Since there is a minimum withdrawal amount, Viverno does charge fees depending on the payment option and the withdrawal amount.

• For Bank wire withdrawals below or equal to 100 EUR, Viverno will charge a fixed fee of 10 EUR, with further conditions in regards to the minimum withdrawal amount:
  • for international payments, the minimum withdrawal amount is 50 EUR or trading account currency equivalent net i.e. after the deduction of fees. For amounts that remain below the required 50 EUR an alternative withdrawal method can be used, if available.
  • for SEPA transfers a minimum amount of 5 EUR or trading account currency equivalent net i.e after deduction of the fees.

  For all other withdrawals (except for card refunds) below or equal to 20 EUR, Viverno will charge a fixed fee of 10 EUR.

  Please note, you may also be charged by the funding provider involved in the transfer (intermediary bank, receiving bank, or your credit card provider).

If during the withdrawal process, you wish to return your money back to your Viverno account, you have the option to cancel your withdrawal. This is helpful especially if making a withdrawal would cause you to have limited funds on your account and you still want to place certain trades or keep positions open.

If you are on a pc/laptop, please login to your account, click on Payments > History and then click on ‘Cancel’ next to the withdrawal you would like to cancel.
If you are using the Viverno mobile app, click on ‘More’ on the bottom right side > Transactions > Withdrawals, select the withdrawal you wish to cancel and then click on ‘Cancel request’.

Please note that you can cancel the request yourself within 24 hours. If 24 hours passed, you should then email [email protected] and request the cancellation of your withdrawal.

In order to deposit using the bank wire option, please log in to your Viverno profile, select ‘Payments’ and ‘Deposits’, choose the amount you wish to deposit and then select the Bank Wire method. You will then be able to view our bank details.

The processing times depend on the type of the transfer and banks involved in the transfer:
For international bank wire deposits, please allow 3-5 business days for funds to reflect in your Viverno account. Viverno does not charge for bank wire deposits but the sending and correspondent banks may impose charges according to their own fee structure.

SEPA transfers usually reflect within the same business day and the fees are very low.

In order to deposit funds you need to login to your Viverno profile:

1. Select the account you wish to fund and click on Payments – Deposit.
2. Select the amount you wish to deposit*.
3. Choose your preferred deposit method and click ‘Proceed to Pay’.
4. Confirm your deposit details on the next page. Some additional steps may be asked from your payment provider.

*Viverno offers a wide range of deposit methods including credit cards, bank transfers, e-wallets and more. To view all available options visit Payment and Withdrawal options.

Please login to your account on a pc/laptop, click on Payments > Transfer and choose from which account to which account you would like to transfer funds and also enter the amount you would like to transfer. In case you cannot successfully transfer the funds, please email [email protected] with all the details so that we can make the transfer for you.

It is a common practice that after the cancellation of a card, banks are obliged to allow limited transaction types to take place, including refunds, usually for at least 6 months. You should therefore withdraw funds to the card you used to deposit, even if this card has been cancelled. You will receive these funds to your new card which is connected to the same bank account as your previous, cancelled card.

If the bank account linked to the card is completely closed, you will need to send proof of account closure to our Customer Support Team at [email protected]. This document must clearly indicate the card number and state that the bank account linked to it has been closed.

To withdraw using Bank wire, please log in to your Viverno profile, select ‘Payments’ and then ‘Withdraw’. Choose the account you wish to withdraw funds from and the amount. Proceed to the next step where you can select the desired withdrawal option: Bank Wire method. Bear in mind that we may require a bank statement as proof that you are the bank account holder.

When submitting bank details, please ensure to provide us with the correct information, including the IBAN number and SWIFT code, as explained here.

Kindly be informed that in order to withdraw via Bank Wire, you should first refund all your Credit Card and Skrill deposits within the last 18 months.

Profits can be withdrawn only once all other funds that are equal to the sum of your deposits have been withdrawn back to the same method or account you used to deposit. It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.

You can choose to withdraw profit directly to your credit card with the Original Credit Transaction (OCT) function. Please note that for any additional amount (i.e., trading profits), there will be no additional withdrawal fees.

If your pre-selected deposit method is not a credit card, then you can withdraw any trading profits via bank wire. Please bear in mind that we will require a bank statement as proof that you are the bank account holder before we can approve your withdrawal request. For more details about how to withdraw using the Bank wire option, see: How can I withdraw funds using the Bank Wire option?

Please note that Viverno charges a fixed fee of 10 EUR or trading account currency equivalent for bank wire withdrawals below 100 EUR or trading account currency equivalent.

The processing time varies depending on the payment option selected:

International Bank Transfer: 2-5 working days approximately, depending on your bank.
SEPA and local transfers: usually within the same day.
All other payment methods: 10 minutes approximately.

Click here to see more information on the estimated processing times and fees of each payment method.

Once we receive your funds, they will automatically be credited to your Viverno trading account. If we need to request and verify additional information or documents then the processing time may be longer. In such cases, you will be contacted by our Funding Team.

Please note that Viverno is not liable for any delays caused by a 3rd party payment processor/s.

During normal working hours, withdrawals are usually processed within one working day (if not immediately), provided everything is in order and no additional information or documents are required from you.

If the withdrawal request is received outside working hours, it will be processed the next working day. Our Funding Team works Monday to Friday: 08:00-21:00 (GMT+2/GMT+3 during Daylight Saving Time).

*Please note that although credit/debit card deposits are processed immediately, this does not mean that funds have already been received in our bank account as the bank clearing procedure usually takes a few days. However, we credit your funds immediately in order to be able to trade instantly and protect open positions. Unlike deposits, the withdrawal procedure does take longer. For more information please see: How long should I wait for a withdrawal to reflect on my bank account?

Withdrawal requests are usually processed by our Funding Team within one working day. However, the time needed for the funds to be transferred to your account will vary, depending on your payment method.

The below time frames are purely indicative:

International Bank Wire withdrawals may take 3-5 working days.

SEPA and local bank transfers withdrawals may take 2-5 working days.

Card withdrawals may take 2-7 working days; however, in some cases they can take as long as 10 working days*.

E-wallet withdrawals may take anything from 10 minutes to a few hours to reflect on your wallet.

All other withdrawal methods are usually received within 1 working day.

*It is important to note that there are payment processors that may take up to 15 working days for the card refund to reflect on your bank account (depending on your country of residence).

You will be notified via email once the processing of your withdrawal request has been completed by our Funding team. Alternatively, you can check the status of your withdrawal on your dashboard under the payments section.

While it usually takes around 2 to 7 working days to reach your card account, it can take up to 10 working days* (as it solely depends on bank processing times) for the funds to be received on your account since the day of the withdrawal approval.
*For some countries it can take up to 15 working days for funds to be received back in your card.

If your funds do not appear in your account after this timeframe has passed, please contact our Customer Support Team at [email protected] and they will provide you with the ARN number.

What is the ARN number?

ARN number is a unique number that tags a credit card transaction when it goes from the merchant’s bank (the acquiring bank) through the card scheme to the cardholder’s bank (the issuer). This number can be used by issuing banks to trace a transaction/refund with an acquirer.

Please contact your bank’s customer care team and check with them directly by providing them the ARN number/s. They will use this unique number to check their systems In order to locate the REFUND and allocate these funds to your account. Please be advised that each card issuing bank has access to Visa/ MasterCard Directory Interface and they should be able to track the payment with the ARN number that you have received from us.

These terms relate to the Bank Wire payment option:

A SWIFT code – also known as a BIC – is made up of 8 characters and is used to identify a particular bank (e.g. HEBACY2N).

An IBAN stands for International Bank Account Number and helps banks identify your specific account for payments (e.g. of IBAN format: DE00 0000 0000 0000 0000 00) IBANs are not used in all countries. If you are requesting a withdrawal to a bank account which does not have an IBAN, you may put your account number in the IBAN field and your branch code in the Comments field on the withdrawal page.

Your SWIFT code and IBAN can usually be found on your bank statement or online banking portal.

Please note that we require IBAN and SWIFT code for all SEPA transfers; without these details we won’t be able to execute your withdrawal.

The minimum deposit required is 100 EUR/GBP/USD using a Credit/Debit card, a Bank (Wire) transfer, an e-wallet such as Skrill and/or any other payment method you would see available on our website once you login and click on ‘Deposit’.

Except for bank wire withdrawals, Viverno does not require a minimum withdrawal amount. However, it should be noted that withdrawals that are below 2EUR cannot be processed as the requested withdrawal amount is lower than the fees Viverno incurs for processing such withdrawals.

That being said, please note that a 10 EUR fee will apply to any bank wire withdrawals under 100 EUR and any other withdrawals amounting to 20 EUR or less. For bank wire international payments, the minimum withdrawal amount is 50 EUR after the deduction of the 10 EUR basic fee. For SEPA transfers there is a minimum withdrawal amount of 5 EUR after the deduction of the 10 EUR basic fee.

If you need further clarification, please contact our Customer Support team here.

Viverno accepts credit card payments, bank wire transfer and more methods available as per your country of residence.

All available payment methods and respective transaction fees and processing times under each jurisdiction can be seen via this link

In addition, be informed that Viverno does not charge fees for funding of your account.

Please note that you may be charged by the funding provider involved in the transfer (intermediary bank, receiving bank, or your credit card provider).

The processing times vary depending on the payment option selected as well as on the payment provider/bank involved in the process.

If you have placed a withdrawal request via Bank Transfer and have not received your funds within 5 working days, please contact our Customer Support Team at [email protected], and we will provide you with a Swift Copy.

If you have made a withdrawal request via Credit/Debit Card and have not received your funds within 10 working days*, please contact our Customer Support Team at [email protected] and we will provide you with the ARN number.

*For some countries it can take up to 15 working days for refunds to be received back at your card.

If you have placed a withdrawal request via another payment option, please refer to the processing times indicated to you upon approval of the withdrawal. And if your funds are not received by the indicated time, contact our Customer Support Team at [email protected] who will provide you with proof of payment or advise you on how to trace the funds.

Card withdrawals are processed as refunds of initial deposits. This means that you will receive refunds in the same amounts as were your initial deposit/s.

Example:

1. You have deposited 3 x 100 EUR using your card.
2. You have now requested a withdrawal of 150 EUR.
3. The withdrawal will be processed as a refund, as follows:
   1. Full refund of 100 EUR deposit
   2. Partial refund of 50 EUR deposit
4. This means that you will receive 2 separate transactions on your card account, i.e. 100 EUR and 50 EUR, which equals the requested withdrawal amount of 150 EUR.

Please allow up to 10 working days for the funds to reflect in your account. If the funds have not been received after 10 working days* have passed, please contact our Customer Support Team at [email protected] and we will provide you with the ARN number.

*For some countries it can take up to 15 working days for refunds to be received back in your card.

For more details on ARN number, see I have withdrawn using credit/debit card, but the funds have not been received in my account. What should I do?

Your deposit may be withheld for one of the following possible reasons:

• You did not submit your verification documents;
• Your documents have expired and updated documents are required;
• Your total deposits exceed 2,000 EUR and your account was not yet fully verified;
• You have duplicate profiles within Viverno;
• You have failed to provide us with additional verification documents for your payment (such as card copies, source of payment screenshot, etc.)
• You have deposited using a relative’s or friend’s card / account and additional verification documents are required.

Our Customer Support Team will contact you to resolve the issue and advise you on the further steps. In the meantime, we suggest looking at previous emails sent by us to you.

Should you require any further information, please contact us via email at [email protected].

It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.

Kindly note that after withdrawing via credit card, any deposits that were made should be refunded via this method too. Once all deposits from the above mentioned payment methods are fully refunded, you will then be able to withdraw (via bank transfer), to an account under your name.

Viverno is a fully regulated company and we are required to adhere to security policies designed for the security of both our clients and ourselves. We are required to obtain card copies/bank statement of any card/account that was successfully used to deposit into a client’s account to ensure that the card/account is owned by the owner of the trading account, we are also not allowed to send out funds to the client without first having all necessary documents of the client.

Please note that sending your card copies/bank statement is absolutely secure and nobody can use it for any fraudulent activities, as we have all the necessary measures in place to keep your documents and information safe and anonymous.

The reason we require your card copies/bank statement is for the secure verification of your deposits. Kindly hide any personal information you may be concerned about and please allow only your name and the last four (4) digits of the card xxxxxxxxxxxx1234 that was used to fund your account to remain visible.*

*Please note that if you fail to cover the aforementioned sensitive information on your credit card copies, we will not be able to accept them. Any communication emails containing full copies of your credit card will also be deleted. This is done for security reasons, but you can always resubmit your credit card copies covering all the sensitive info.

There are a number of reasons why your Credit/Debit card may have been declined:

• Your transaction may have been rejected by your card’s issuing bank, please check with your bank;
• You may have gone over your daily transaction limit or exceeded the card’s available credit/debit;
• You may have entered an incorrect digit for the card number, expiry date or CVV code, please verify that these are correct;
• Your transaction may have been refused due to insufficient funds in your card.

You may not have provided the 3D verification code and/or did not complete the 3D Security steps for the transaction to be completed.

Finally, please check with your card issuer to ensure that your card has been authorized for online transactions and that there are not any protections in place that are preventing us from charging it.

If your transaction is rejected by your card issuer, then you should contact them to find out the exact reason.

If you, however; believe that your payment method is valid and everything is in order, please try redepositing again. You may also try depositing using a different card or a different payment method.

Viverno offers Negative Balance Protection (NBP) as part of the Client Agreement so in the event that a negative balance occurs in the Client’s Trading Account due to Stop Out, the Company will make a relevant adjustment of the full negative amount so that the Client does not suffer the loss as per our Negative Balance Policy.

For more details please refer to our Best Interest and Order Execution Policy.

Trading Forex/CFDs is highly speculative and can lead to both profits and losses. It is important to understand that if the markets move against you, you could lose all your invested capital. It is therefore crucial that you only invest capital that you can afford to lose and manage your risk and capital properly. Read full Risk Disclosure.

Keep in mind though, that Viverno maintains a “negative balance protection policy” which means you can never lose more than what you have invested.

When it comes to trading Forex/CFDs it is important to remember that the financial markets are highly complex and that there is no such thing as a “single formula to success”. There are many variables that can affect the direction of an asset and it is therefore important to invest time and effort in education. Viverno provides a great number of online webinars, courses and videos on trading. You may also wish to consider trading on a demo account before investing your own capital.

Margin represents a security deposit which is at least required to open a trade. In plain terms, margin is the amount you are contributing to a certain trade and in essence it is also the amount you stand to lose should the markets move against you. Margin is also the term used for the amount of money that you need to keep in your account to sustain a position, called the maintenance margin.

Eventually, if your position threatens to wipe your account clean, there will be a point where the position will be automatically closed, this is called a margin stop-out. In order to sustain your positions open, the automatic closing of your position could be prevented by depositing more funds or by closing some of the open positions in order to increase the margin.

A spread is simply the price difference between where the trader may purchase or sell an underlying CFD asset, this is commonly referred to as the bid and ask price. You can think of the spread as the trading cost for placing a position; smaller spreads essentially enable you to reduce your trading costs thus making profits larger or losses smaller, after you close your positions.

For example, if the BID price is 1.2634 and ASK price is 1.2636, the Spread is the difference between the two: 2 pips.

CFD stands for “Contract for Difference”. Rather than negotiate or physically exchange the financial asset (e.g. physically buy or sell the stock of a company), the CFD is a transaction in which two parties agree to exchange money on the basis of the change in value (price) of the underlying asset, occurred between the point at which the position is opened and the moment when it is closed.

With CFDs there are no fixed amounts. When placing your order, you determine how much value is designated to a pip. While your position is open, your profit or loss is determined by this criterion.

It is important to note that a CFD is a leveraged product, which means you only pay a margin (collateral) in order to open a trade, which corresponds to a fraction of the actual position value. Using leverage also means that you only need to deposit a small percentage of the full value of the trade in order to open a position. This is called ‘trading on margin’. While trading on margin allows you to magnify your returns, losses will also be magnified as they are based on the full value of the position.

Please ensure that you understand all risks associated with CFD trading before placing your order.

Please note that your trades might be closed automatically due to Stop Out or when the Stop Loss and/or Take Profit is triggered.

A stop out level is a specific point at which all the active positions are closed automatically because of a decrease in the margin level of the client. In the event that there is insufficient Margin in the Clients Account or in the event that the deposited Margin is not sufficient to meet the required Margin rates, as determined by Viverno, we shall have the right but shall not be obliged to start closing Client’s positions starting from the most unprofitable, when the Margin level is less or equal to 100%. In the case where the margin level is equal to or less than 50%, the client’s positions shall be automatically closed, starting from the most unprofitable, at the market price.

Stop Loss and Take-Profit orders are used to automatically close an open position. With a Stop-Loss, losses should be limited, while the Take-Profit is used to protect profits. Once the market price reaches the Stop-Loss or Take-Profit level, the position is closed at the current available market price. However, with both order types, it cannot be guaranteed that the predetermined exit level will exactly match the actual exit price. If the market price rises or falls above/below the predetermined exit level, higher profits or losses than the desired ones may occur.

Every instrument has a BUY price and a SELL price. This difference in price is called the spread, and contains the commission which we charge on each trade.

As soon as you open a trade, the current rate shown is the one at which the position would close.

For example, when you open a BUY trade, it will open at the BUY price, and close at the SELL price. When you open a SELL trade, it will open at the SELL price, and close at the BUY price. Due to the difference between the two rates, a new trade always shows an immediate loss.

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 Support Team via email at [email protected], via phone or LiveChat.

If you have problems logging in, or if you receive an error message during registration, you can call support in your preferred language or contact us via LiveChat or by email at [email protected].

The regional telephone numbers, the business hours and our support form can be found here.

If your deposit has failed, it may have been for one of the following possible reasons:

• Payment declined by card issuer
• System Error
• Wrong account number
• Incorrect card details
• 3D security failure (Credit/Debit Card)
• Card not active for online activity
• Expired session
• Closed account
• Transaction rejected by bank
• Incorrect recipient name (Bank wire)
• Invalid verification code (Neteller)

For more information please see: Why was my credit/debit card deposit declined?

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 cannot enter your Viverno 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 phone, LiveChat or 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 you are still unable to login, please contact our Customer Support Team via phone, LiveChat or Email.