FAQs

To submit a complaint, please complete the complaint form here

In our efforts to safeguard your account and data, we have introduced an additional email verification step whenever there’s a suspicious login attempt to your account. This is done to ensure that it’s really you trying to access your account from a different country or IP address.

On these occasions, you will be prompted to enter a 5-digit verification code as an additional security step before you can access your account again. You will receive the code via email, and it will be valid for 5 minutes. You will be able to have another code sent to you via email, should the first code expire.

Kindly note that we do not provide taxation information as each country has different taxation laws.

Viverno does not collect taxes for any government authority, and it is the clients’ responsibility to calculate and pay any applicable taxes relevant in the country they live in. To do so, we can provide you with your trading account statement/s.

If you wish to have a tax letter confirmation stating your total deposits, total withdrawals and total PnL, please email [email protected] and they will provide it to you.

Yes, the Company has established, implemented and maintains an Inactive and Dormant Account Policy that is as follows:

No Trading Activity shall mean that the Client has NOT taken any of the following actions on any of his/her Trading Account(s):

• Made a deposit
• Made a withdrawal
• Open or close a position
• Log-in

 
Such Inactive Account will be subject to a monthly fee of 10€ (ten euros or trading account currency equivalent) per month until the balance on all MT4/MT5 account(s) is 0€ (zero euro or trading account currency equivalent) relating to the maintenance and administration of such Inactive Account (the “Inactivity Fee”).

For the re-activation of Inactive Account, the Client must:

• Open a position, and/or
• close a position and/ or
• Make a deposit and/or
• Make a withdrawal and/or
• Log-in

 
The Client’s Inactive Account will then be reactivated (subject to, if required, up-to-date Know Your Customer documentation to be provided to the Company by the Client) and become an Active Account. In such cases where an Inactive Account has been re-activated, the Company will cease to deduct the Inactivity Fee but will not refund any Inactive Fee deducted previously.

Should you require any further clarification or assistance, please do not hesitate to contact our Customer Support via the Contact Us page, Live Chat, email or telephone from Monday to Friday, 24/5.

If you are using a pc/laptop, please login to your account, click on Settings > Change Password.

In case you have forgotten your Password, please click on ‘Forgot Password?’ or talk to an agent in order to reset the password manually for you.

To customise your subscriptions, visit the Settings page in your Viverno profile/dashboard. Here you will be able to confirm whether you wish to receive marketing and promotional material or not. Alternatively, you can go to the bottom of the email you received and unsubscribe by selecting the ”Click here” option.

Please note, you will not be able to unsubscribe from the required communication regarding your trading activity. If you wish to unsubscribe from daily statements, please email [email protected].

If you wish to change or update your residential address, follow the below steps:

You can amend your residential address by sending us an email with a copy of your proof of residence document attached. At the same time you can proceed to change your residential address from your Viverno profile. Please access your Account on the Viverno dashboard, click ‘Settings’ and select ‘Personal Profile’ option. Once the new proof of residence document is received and accepted we will then update your profile.

You can find more details on acceptable proof of residence documents under the question: What is proof of address/residence?

If you wish to change your email address or phone number, follow the below steps:

To change your email address or phone number, please access your Account from the Viverno dashboard, click ‘Settings’ and select ‘Personal Profile’ option. Here you will be able to amend the email. You will receive an automated email notification asking you to confirm your new email address. Follow the instructions stated in the email.

You can amend the name only in case of misspelling by sending us an email to [email protected] explaining why you wish to change it and attaching a copy of your identity document or document proving a name change. We will then review and contact you regarding the status of your request.

Please note that you are requested to provide us with accurate and valid information from the beginning of the business relationship. In the case you register using a fake name or a nickname or a third party name, you need to inform us accordingly. Further information and/or documentation may be required.

Unfortunately, Viverno does not accept US citizens/residents for tax purposes.

Please ensure that if any of below is applicable to you, you need to inform us accordingly:

• I am a U.S. citizen (including dual citizen) or resident
• My birthplace is in the U.S.
• I have a current U.S. mailing or residence address (including a U.S. post office box or U.S. “in-care-of” address)
• I have a current U.S. telephone number
• I have standing instructions to transfer funds to an account maintained in the United States
• I have currently effective power of attorney or signatory authority granted to a person with a U.S. address
• I have an “in-care-of” or “hold mail” address that is the sole address for the Account Holder. The Investor needs to note that in the case of a Pre-existing Individual Account that is a Lower Value Account, an “in-care-of” address outside the United States is not to be treated as U.S. indicia.
• I possess a U.S. TIN (hereafter “Tax Identification Number”).

If your answer to any of the above statements was ‘’Yes’’, we won’t be able to proceed with the approval of your account. If you have already registered for a Viverno account and you are considered a US citizen for tax purposes, please inform our Customer Support Team accordingly at [email protected].

Anti-Money Laundering legislation defines PEP as a natural person who is or who has been entrusted with prominent public functions and includes the following:

1. heads of State, heads of government, ministers and deputy or assistant ministers;
2. members of parliament or of similar legislative bodies;
3. members of the governing bodies of political parties;
4. members of supreme courts, of constitutional courts or of other high-level judicial bodies, the decisions of which are not subject to further appeal, except in exceptional circumstances;
5. members of courts of auditors or of the boards of central banks;
6. ambassadors, chargés d’affaires and high-ranking officers in the armed forces;
7. members of the administrative, management or supervisory bodies of State-owned enterprises;
8. directors, deputy directors and members of the board or equivalent function of an international organisation.

No public function referred to in points (a) to (h) shall be understood as covering middle-ranking or more junior Officials;

‘family members’ includes the following:

1. the spouse, or a person considered to be equivalent to a spouse, of a politically exposed person;
2. the children and their spouses, or persons considered to be equivalent to a spouse, of a politically exposed person;
3. the parents of a politically exposed person;

‘persons known to be close associates’ means:

1. natural persons who are known to have joint beneficial ownership of legal entities or legal arrangements, or any other close business relations, with a politically exposed person;
2. natural persons who have sole beneficial ownership of a legal entity or legal arrangement which is known to have been set up for the de facto benefit of a politically exposed person.

Definition of Immediate Family Member & Close Associates of a PEP: The legislation extends the requirement to apply Enhanced customer due diligence to an immediate family member, or a close associate, of a PEP.

In the case the above is applicable to you, please inform our Customer Support Team in writing at [email protected] accordingly.