Account management

1. How do I log in?
2. I am unable to log in to my account
3. I forgot my username or password - how do I retrieve them?
4. How do I change my password? (Live accounts only)
5. I received a password reset email that I didn’t request - what should I do?
6. I received a password reset confirmation email but didn’t change my password - what should I do?
7. How do I reactivate my account?
8. How do I close my account?
9. How do I update my personal details?
10. How do I view statements (including the annual statement)?
11. Will I receive contract notes and statements for my account?
12. I’ve opted in to receive my Contract Notes and Statements by email, why am I not receiving them?
13. Can I send copies of my contract notes to my Compliance Officer?
14. Do you send out tax statements for CFDs?
15. Can I nominate someone else to trade on my account?

How do I log in?

When you open a City Index account, you choose a password and are given a username. We will send both of these details to you in separate emails. Use these details to log in to our desktop or mobile trading platforms. One set of login details will give you access to all the platforms your account supports.

To log in on desktop, click here. To log in on our mobile apps, simply open the application and enter your details when prompted.

To log in to My Account, your account management portal, click here.

I am unable to log in to my account

If you have entered your password incorrectly five times, your account may be blocked. Please contact our Client Management Team and we will reactivate your account.

If you have not used your account for 12 months, it will be deactivated. Click here for reactivation instructions.

I forgot my username or password - how do I retrieve them?

If you forgot your username, please contact us for assistance. If you forgot your password, please click here and fill in your username and email. You’ll then receive an email with a link to reset your password.  

How do I change my password? (Live accounts only)

If you wish to change your password, you can do so from within My Account by clicking ‘Profile’ and then ‘Change Password’ on the left side of the page. 

If you’re using our Mobile app, tap ‘More’ at the bottom of the screen (for iOS) or the menu icon at the top-left of the screen (for Android), then select the 'Change Password' option.

I received a password reset email that I didn’t request - what should I do?

If you’ve received a password reset email that you didn’t request, your account may have been compromised, so please contact us immediately. If you have not received a password reset confirmation email, your password has not changed.

I received a password reset confirmation email but didn’t change my password - what should I do?

If you’ve received an email confirming that your password has been changed and you didn’t, someone may have fraudulently changed your password, so please contact us immediately. 

If you’re unable to contact us immediately, please secure your accounts by changing your email account password right away. Then use the forgotten password functionality on site to reset your password.

How do I reactivate my account?

If you have not used your account for 36 months (retail clients) or 12 months (professional clients) it will be deemed inactive. To reactivate your account, you simply need to complete our short online Account Reactivation Form to ensure we have your latest contact details and can reassess your trading experience.

After you submit the short form, a member of our Account Management team will be in touch to let you know if we need anything further from you or to let you know when your account has been reopened.

If you have any questions or need to discuss any aspect of your account, please call us on:

Local: 0800 060 8609

International: +44 203 194 1801

How do I close my account?

You need to inform our Client Management Team via email. Your account will be terminated, subject to successful verification and withdrawal of remaining balance from the trading account. You will receive confirmation upon completion of your request.

How do I update my personal details?

If you wish to update your email address, you can do this from within the trading platform by clicking on the My Account tab in the top right-hand corner. To request a name or address change, please contact our Client Management Team who will be happy to help.

How do I view statements (including the annual statement)?

To view your statements (including the annual statement), please refer to the below instructions based on the platform you are using:

 Web Trader:

• Click the ‘My Account’ tab
• On the left-hand menu, click ‘Statements and contracts’
• Select the relevant month and click ‘search’
• Download your statement

For the annual statement:

• Click the ‘My Account’ tab
• On the left-hand menu, click ‘Statements and contracts’
• Select December and click ‘search’
• Download the ‘annual’ statement with date 31/12 

 Mobile app:

• Click ‘More’ at the bottom right hand corner of the screen
• Click ‘Statements’ underneath the ‘MY TRADING HISTORY’ heading
• Select ‘Statement’ under the ‘View’ heading
• Add the date range you are looking for in the ‘From’ and ‘To’ fields
• In the grey box at the bottom of the screen, select the statement you would like to view

For the annual statement:

• Click ‘More’ at the bottom right-hand corner of the screen
• Click ‘Statements’ underneath the ‘MY TRADING HISTORY’ heading
• Select ‘Statement’ under the ‘View’ heading
• In the ‘From’ field, change the date to 31 December 
• In the grey box at the bottom of the screen, select the first statement dated 31/12

Will I receive contract notes and statements for my account?

Yes, we will send you contract notes each time a trade takes place on your account, and statements will be sent monthly by default. If you wish to change the frequency of your statements, please contact our Client Management Team.

I’ve opted in to receive my Contract Notes and Statements by email, why am I not receiving them?

If you’re not receiving your Contract Notes and Statements by email, please log in to My Account and make sure your email address is correct and up to date. Please also note that your Contract Notes and Statements are available to view in the trading platform within the My Account section or get in touch with client support.

Can I send copies of my contract notes to my Compliance Officer?

Yes you can, you will need to contact the Client Management Team to make the request, and provide us with your Compliance Officer's contact details. We will require:

• Employer's name
• Employer's address
• Contact name
• Compliance Department email address

Do you send out tax statements for CFDs?

No. However, clients are able to download their account history for a chosen timeframe (see question 6).

Can I nominate someone else to trade on my account?

Yes - please contact us with the nominated person's name, date of birth and address. Our New Accounts team will then contact you with further information.