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FAQ

  • How can I deposit?
    After Depositing to the Plattform, go to "Transfer", and transfer to the "Payment Account". This Account is the turnkey piece to invest in any of the MAMs. Then click on the last Menue Item called "MAM-Trading Account", and follow the steps shown on the site.
  • How can I withdraw?
    Go to "MAM-Trading Account" . Here you can simply choose the Amount and click "Withdraw". The funds are then transferred to your Payments Account. From this account, you can either transfer the funds to another MAM or withdraw to your Wallet. For the Withdrawal, go again to "Transfer", and transfer the funds to your E-Wallet. From here the withdrawal process is the same as always.
  • Where can I see my Profitshare?
    On the "MAM-Trading Account" Startpage, you can click on the button "Actions" on the top right, and then choose "Commissions". Here you can see a list of your Profit shares that you receive from now on forward.
  • How to register at the-universe.trade?
    Duration: 3 minutes Required: Any device with internet access To register at the-universe.trade, please click the button below: You will then be asked to provide the following information: First name Last name Date of Birth E-Mail Address Password You must also confirm the following: Our Customer Agreement That you are an adult/above the age of 18 That you aren't a resident of the US, Iran, or North Korea. After that, there are only 3 easy steps left: Insert your street name and number. Insert your ZIP code. Insert your Telegram username. If you provide your Telegram username, you will be added to the Universe Trading Telegram channel. This is our official communications platform, where you will receive frequent insights and updates. Once you complete these steps, you are all set. Please note that the revised text contains minor adjustments for grammar and clarity.
  • How can I verify my Account?
    Duration: 5-8 minutes Required: Mobile Phone, ID Document Please log into your account and open the "Dashboard". On the right side, you will find a box labeled "Verification" currently displaying "Level 0". You can refer to the example screenshot here Please click the button "Click to Upgrade" below. You will now be redirected to the "Profile" section where you will see a large button labeled "Start journey". You can refer to the example screenshot here After clicking the button, a QR code will be displayed. Please scan it with your mobile phone. You can refer to the example screenshot here Please continue with the following steps on your mobile phone. 1. Uploading your ID Document First, you will be asked to scan your ID document. You can refer to the example screenshot here This can be one of the following: Passport ID Card Driver's License Student ID ... Make sure to scan all four corners of the document. The on-screen box will guide you on where to place the ID document. You can refer to the example screenshot here Note: You don't need to manually input any details as the AI will extract the information directly from the documents. After that, you will see a picture of the uploaded document. Please confirm that the picture quality is high and that all the data is clearly shown. You can refer to the example screenshot here 2. Completing the Proof of Life Follow the on-screen instructions. Ensure that your face is fully visible and that you are not wearing any glasses or similar items. You can refer to the example screenshot here The on-screen box will assist you in placing the picture correctly. You can refer to the example screenshot here After that, you will see the picture that has been taken. Please ensure that your face is visible without any alternating side lighting. You can refer to the example screenshot here: here 3. Completed You will now see that the verification has been successfully submitted. Click "OK" and return to the backoffice page. You can refer to the example screenshot t here Note: The automated checking process usually takes between 5 and 10 minutes. After successful completion, you will see that the backoffice page now displays "Level 1". You will also notice an expanded menu with many more options than before. You can refer to the example screenshot here
  • How can I sign up as a Company / Entity?
    We are currently developing a process to allow sign-ups for juristic persons/companies. However, this feature is not yet supported at the moment. To stay updated on the availability of this feature, please join our official Telegram Channel. Simply click the button below: Thank you for your interest, and we will notify you as soon as this functionality becomes available.
  • (1) Account Security - Google Authenticator
    Duration: 3minutes Required: Smartphone, or Google Chrome extenstion for google authenticator 1. Click on the menu Item "Profile" and then on click on the last menue in the list called "Security" You can find a screenshot as example here Now you can see a list of security features, which we will look at, within the next 2 FAQs. 2. Click on the "activate" ruler at the bottom of the "Google Authenticator" Box. You can find a screenshot as example here 3. If you haven't downloaded the app yet, you can download it with these 2 links from the appstore (Iphone), or google play store (ios) If you already installed the app, click "Proceed" below. You can find a screenshot as example here 4. Open the Google Authenticator app, and click the "+" on the bottom right to add another account, and then click "Scan QR Code" You can find a screenshot as example here 5. You can now see the email address of your account, as well as a 6 digit code, which is constantly refreshing. You can find a screenshot as example here 6. Please revert back to the trading backoffice, where you can find a empty field, where you can insert the 6 digit code. You can find a screenshot as example here Please wait: The page will now take about 15second to load and activate the google authenticator. After this, you can see the switch being purple --> activated. You can find a screenshot as example here If you want to deactivate the Google Authenticator (not recommended), this must simply be confirmed by a code, sent to your email address. Hint: If you want to add your account to multiple google authenticator devices, don't scan the QR-code, but copy the code next to the QR code. With this, you can sign into multiple google authenticator devices / accounts.
  • (2) Account Security - Anti Phishing Code
    Duration: 2minutes Anti-Phishing Codes serve the purpose, of helping you to distinguish emails sent from us, from phishing emails. First, go to the menu item "Profile", followed by "Security", just as in the last Google Authenticator Guide. On the right side, you can then see an "Anti-Phishing Code" Widget. Click "Create Code", to get started. You can find a screenshot as an example here First, submit the Anti-Phishing Code of your choice. This should be something unique, as it helps you to see, which emails are sent directly from Universe Trade, and which are phishing mails. Enter your Code and then click on proceed. You can find a screenshot as an example here After setting the code, you must confirm the change through your Google authenticator app. Enter the 6-digit code from your Authenticator App and click "Proceed" You can find a screenshot as an example here After the confirmation, the anti-phishing code has been set. From now on, this code will be in the top right corner of every email sent from Universe Trading to you.. You can find a screenshot as an example here
  • (3) Account Security - Whitelisting
    To prevent copying or typing mistakes, as well as preventing you from choosing the wrong wallet, you can save the wallet through whitelisting. Go back to the Page "Security", after the menu item "Profile". In the middle of the screen, you can see the widget called "Whitelisting". Click on the field titled "Add" You can find an example screenshot here You are then requested, to chose the preferred currency (BTC, USDT/USDC ERC20), and to then insert the wallet. After both is done, you can click "Submit". You can find an example screenshot here Next, a Verification field will pop up, requesting you to insert the 5-digit code sent to your email address. You can find an example screenshot here After confirmation, you can see your successfully added wallet in the list of wallets below. You can find an example screenshot here
  • Logging into the MT5 Windows Terminal
    Step 1: Download the MT5 Windows Terminal Navigate to the "My Payment Account" page in your back office Scroll to the bottom and find the button labeled "MT5 Windows Terminal". Click on the download link to start downloading the MT5 Windows Terminal setup file. Once the download is complete, locate the setup file in your downloads folder (or the folder where your downloads are saved). Double-click on the setup file to initiate the installation process. Step 2: Install the MT5 Windows Terminal Follow the on-screen instructions to install the MT5 Windows Terminal on your computer. Once the installation is complete, launch the MT5 Windows Terminal by clicking on the MT5 icon on your desktop or from your start menu. Step 3: Log into Your Trading Account on MT5 On the MT5 Windows Terminal, find the "File" menu located in the upper left corner of the screen. From the "File" menu, select "Login to Trade Account." A login window will appear where you will be prompted to enter your trading account details. Enter your trading account number in the "Login" field. Enter your trading account password in the "Password" field. You can find your password either in your E-Mail inbox, or you can go to the back office, and change it in the setting of your account. In the "Server" field, you must input the Server ID: 127.0.0.1:12168 Click the "Login" button to access your trading account. Step 4: Successful Login Upon successful login, you will see your account details and trading assets in the MT5 Windows Terminal. You can now start exploring the MT5 Windows Terminal and begin trading. Step 5: Download Your Trading Track Record for Tax Purposes To download your trading track record for tax purposes, first, go to the "Toolbox" window, which is generally located at the bottom of the MT5 Windows Terminal. In the "Toolbox" window, navigate to the "Account History" tab. Right-click anywhere in the "Account History" tab to open a context menu. From the context menu, select "Save as Report" or "Save as Detailed Report" based on the level of detail you require. Choose a destination on your computer to save the report and give it a recognizable name. Click "Save" to download the report to your chosen location. You can now use this report for your tax reporting purposes. Step 6: Getting Assistance If you encounter any issues during the login process or have any questions, please refer to the help section in the MT5 Windows Terminal or contact our support team for assistance. We hope this guide helps you log into the MT5 Windows Terminal seamlessly. Happy trading!
  • How can I deposit funds to my account?
    To add funds to your account, please go to “Funds” -> “Deposit” and select an eWallet. You can find an example screenshot here You can deposit in Crypto or in Fiat. 1. Instantly processed crypto deposits Currencies: BTC, ETH, USDT, USDC, LTC, Dodge, BCH Fees: 2.5% deposit fee 2. Simple Fiat deposit via NFG Payment Methods: SEPA, SWIFT, CreditCard (coming soon: SOFORT) Fees: 2.5% deposit fee + fee of the chosen payment method
  • How can I deposit via Crypto?
    Duration: 3 – 4 minutes Required: access to your crypto wallet To deposit via Crypto, please go to “Funds” -> “Deposit” and select the eWallet you want to deposit to. You can deposit your crypto eWallets and also your USD eWallet. You can find an example Screenshot here Type in the preferred deposit amound in USD (min. 100 USD), select the cryptocurreny and fill out the Name & Email fields. You can find an example screenshot here In the last step you have to send funds by scanning the QR code or by copy and paste the provided wallett address in the corresponding field. You can find an example screenshot here In the last step, return to the Universe Trading website and type in the same deposit amount as before. You can find an example screenshot here The crypto deposit fee is 2.5 %. The processing time is instant (the blockchain processing time).
  • How can I deposit funds via Fiat/NFG ?
    Duration: 4 – 5 minutes Required: access to your card / bank details To deposit via Fiat, please go to “Funds” -> “Deposit”, select the USD eWallet and click on Fiat. You can find an example Screenshot here Now follow the steps described: 1. enter the Email of your Universe Trading Account and click on “Deposit”, you will be redirected to the On-Ramp provider. Type in the same deposit amount as in the Universe Trading backoffice. You pay in Fiat, we receive crypto. 2. after successful completing the deposit process on a-bookbroker.com / the On-Ramp provider, return to Universe Trading, fill out the "Amount" field and click on the “Proceed”-button You can find an example Screenshot here Your deposit will be added to your USD eWallet after the processing time of the chosen payment method at the On-Ramp provider. SEPA / SWIFT -> 3-5 business days , CreditCard -> 24 hours.
  • How can I withdraw my funds?
    Duration: 4 – 5 minutes Required: your private wallet address To withdraw, please go to “Funds” -> “Withdraw”, select the eWallet you want to withdraw from and type in the amount. You can find an example Screenshot here Withdrawals are only possible via crypto. Select the cryptocurrency you want to receive. The supported cryptocurrencies and chains are USDT – ERC20. Type in your wallet address. There is the possibility to save the wallet address for later payouts to this address. After clicking on the “Proceed”-button, you will receive an email with a code as a security step. Type in the code from the received email. You will receive your withdrawal on your private crypto wallet after 3-5 business days. The processing time is set due to compliance and AML checks by our system.
  • How can I withdraw to my bank account?
    At Universe Trading, only crypto withdrawals are possible. If you want to Exchange Crypto funds to your bank Account, there are 2 ways that this can be done: We'd recommend to withdraw to a regular Crypto wallet first (Metamask, Exodus, Trustwallet, …) and then Transfer the funds either of these options. a) Normal Crypto Exchange (e.g. binance.com) Here one Needs to first Register an Account, submit KYC, and do a live call with a Service representative. After that you can Transfer your Crypto, Exchange, and withdraw to your bank Account b) Offramping Service (e.g. Crypto-to-fiat.com) For those, that want a faster solution, without needing to Setup an Account, and without the Risk which centralized exchanges carry, a offramping Service might be an Option. Here you must just pass a simple KYC and will then have an automated Exchange process and Bank / Creditcard withdrawal.
  • How long does a deposit take?
    It depends if you deposit via Crypto or via Fiat (NFG). Via Crypto, your deposit wil be added to your eWallet instantly (after the blockchain processing time). Via Fiat, your deposit will be added to your USD eWallet after the processing time of the chosen payment method. SEPA / SWIFT -> 3-5 business days , CreditCard -> 24 hours
  • How long does a withdrawal take?
    You will receive your withdrawal on your private crypto wallet in most cases within 3-5 business days. The processing time is set due to compliance and AML checks by our system.
  • Why can payouts experience delays and sometimes take longer than the 3-5 business days median time frame?
    While we strive to process all payouts within a median time frame of 3-5 business days, there are instances where payouts may take longer. It is important to note that the 3-5 business days is a median time frame, and not a maximum limit. Here we outline the reasons why delays might occur: 1. AML/KYC Procedures AML (Anti-Money Laundering) and KYC (Know Your Customer) are regulatory requirements that we adhere to, to maintain a safe and secure trading environment. These procedures are in place to prevent financial fraud, identity theft, and the facilitation of money laundering activities. The processes involve verifying the identity of our clients and monitoring transaction patterns to ensure they are legitimate. During the payout process, if a transaction is flagged for further review, it will undergo a more detailed analysis, which can extend the payout time. This is to ensure that we comply with global financial regulations and maintain the integrity of our trading platform. 2. Banking and Financial Institution Delays Sometimes delays occur due to processing times at the banks or financial institutions handling the transactions. These entities have their own procedures to follow, which can sometimes add to the payout time frame. 3. Public Holidays and Weekends Banks and financial institutions do not process transactions on public holidays and weekends. If a payout request is made close to or during these periods, it will likely add to the processing time. 4. High Volume of Requests During periods of high trading volumes, there might be a high volume of payout requests, which can potentially lead to delays. We always endeavor to process requests as quickly as possible, even during busy periods. 5. Technical Issues Although rare, technical issues can occur, either on our end or with a financial institution involved in the transaction. We work diligently to resolve any technical issues as quickly as possible to minimize any delays. We appreciate your understanding and patience as we work to process your payout securely and efficiently. Rest assured, we are continually working to streamline our processes to provide you with the fastest payout times possible while adhering to regulatory requirements and maintaining a secure trading environment.
  • How can I view my trades on my Smartphone?
    First, download the "Pro Trading App", available for IOS. You can find an example screenshot here When first opening the App, you are asked to select a brand. Please enter "a-bookbroker", as this is the name of the broker we are trading with. You can find an example screenshot here You can log in to your trading account, using your trading account number and your master password. If you forgot your master password, you can find a guide on changing it in the FAQ "Trading". You can find an example screenshot here Hint: Make sure to check the "remember me" box. Now you are inside of the app. Feel free to explore, the most interesting part is most probably the "History" tab on the bottom right. You can find an example screenshot here
  • How can I change the password of my trading account?
    Duration: 2min First, go to "My trading Accounts", and chose the account, by clicking on the accounts number in the top left. You can find an example screenshot here Next, click on the gear-like-icon on the top right, to access the settings. You can find an example screenshot here Click on "reset Password", to create a new password for this trading account. You can find an example screenshot here Next chose, what type of password you want to change. Most probably, if you want to change the Master password, click on the option and then on "Proceed". You can find an example screenshot here Next chose, how you want to set the new password. Random means, that the password shall be generated, and sent to your email address. Custom means, that you can set the password yourself. You can find an example screenshot here You will receive an email with a 5-digit code, to confirm the changes you are planning to make to the Master password You can find an example screenshot here In the final step, you can insert your own password, meeting the requirements shown on screen. Confirm the input password, by typing it in twice, and click "Proceed". You can find an example screenshot here Your password has now been successfully changed, and can be used accordingly Explanation: Masterpassword: This is the password used to log into the account with full access - including all trading rights. Investorpassword: This can best described as the "View only" access to an account. If connecting with MyFxBook for example, you just need to provide this password, as the plattform doesn't enable any trading, but just needs to be able to "see", what trading activities have been executed.
  • How can I validate my trading performance externally?
    For this, we have multiple different options 1. Via the Pro Trading App, as this is a third-party provider, which listed the company on their trading desk. 2. Via MyFxBook - coming back soon 3. Via the MT5 desktop terminal: Download here 4. Via the Webtrader - new Version coming soon
  • How can I access my account via the MT5 Desktop Terminal?
    If you want to access using the MT5 Windows Desktop terminal, we would recommend downloading the A-BookBroker Terminal directly, for the most stable and secure connection Please use the following IP Address to log into your trading Account: 185.247.118.87:443 Login = the number of your trading account, as shown in the back office. Password = the Master password, which you set in the back office. If you experience any login issues, please revert to the helpdesk in the back office for further guidance and assistance.
  • How can I connect my Trading Account with MyFxBook?
    This will be available again soon. We will update you in the telegram channel on time.
  • Where can I see my past trades?
    Duration: 1minute Please first open the menu item called "My Trading Accounts" 1. Click on the account number on the top left of the widget, for the account, which history you want to view. You can find a screenshot example here 2. At the bottom right you can see the header title called "Deals History". Please click "All deals" in the middle of the options. You can find a screenshot example here Now you can see a list of all your previous trades at the bottom of the page. You can find a screenshot example here Hint: You can sort by using either the timestamps on the top right or the ascending/descending filters at the title of the menu.
  • How can I create multiple trading accounts?
    For each MAM Strategie, there is a limited total number of accounts per user. This prevents clients from opening multiple under accounts, to manage third-party funds, as this is heavily prohibited. To open another account, simply follow the same steps you previously did, to create the first account.
  • How can I connect my account to the MAM?
    The System used by Universe Trading, to allocate all the trades to our thousands of clients is called a MAM. MAM is the short version for "Multi Asset Manager", which joins all the clients together, to one big trading strategie, abolishing the delays and individuality of errors, often experienced with copy trading. When creating an account, you already specify, for which MAM this exact account shall be created. The account is therefore permanently connected to this MAM, and can't be moved or transferred to another MAM. After the account has been funded for the first time, it may take up to 24 hours, until the account is part of the MAM. It might therefore occur, that trades, which are placed within the time of the trade opening/closing, won't receive the returns of this trade, as they haven't participated in this trade themselves.
  • Do I need to pay taxes?
    As we aren't licensed or legally allowed to provide any information in regard to taxes, we would recommend you talk to a licensed tax professional in your significant country about this topic.
  • How can I archive my trading account?
    IMPORTANT: You can archive an account very quickly, to unarchive the account you must create a ticket through the helpdesk. First, you must go to "My Trading Accounts", and choose the particular account, by clicking on the account number. You can see a screenshot example here After that, you need to click on the gear icon on the top right, to access the settings. You can see a screenshot example here In the widget, you must first choose the e-wallet for the settlement of the remaining balance. An account can not be archived, whilst still holding funds. After that, you simply press the "Archive" button, and the account will no longer be visible. You can see a screenshot example here
  • Can I always access my funds?
    Yes! At Universe Trading there are no locking periods or similar, which you might have seen with other companies. Your funds will always remain as your funds, and can be deposited, transferred, traded and withdrawn at your own free will! You can even withdraw all funds at 0% Fee, receiving the funds within 3-5business days right back to your wallet.
  • How can I sign up as a partner?
    Duration: 2-3 min Required: Sign in details to your registered account Sign into your clients account. You will see the Dashboard at first. When your Verification Level is still “Level 0” please click on “Click To Upgrade” to verify yourself by passing the KYC process. You can find an example screenshot here After successfully finishing the KYC process and receiving Verification Status Level 1 (after uploading the necessary KYC documents it should only take a few minutes to be verified Level 1), you see all the buttons now on the menu bar on the left. Please click on “Referral Programs” -> “Links” to get your Partner Link. You can also generate a QR code that redirects to the same site as your partner link. You can find an example screenshot here Let people sign up at Universe Trading by using your Partner Link and they will be automatically assigned as a customer of yours. You’re now a Partner of Universe Trading.
  • Where can I see my clients?
    Duration: 1 - 2 minutes Required: Verification Status Level 1 To see your clients, please go to “Referral Program” -> “Client List”. You can find an example Screenshot here
  • A client signed up using no / a different partnerlink
    Duration: 3 – 5 minutes Required: - Please log in and reach out to our Support Team by explaining the problem and who your Upline should be (Full Name and email address). Our Support will add / change your upline. You can find an example Screenshot here
  • Where can I see Details (Total Volume, Total Number of Clients, ...)
    Duration: 1- 2 minutes Required: - To see details, please go to “Referral Program” -> “Client List”. You can find an example Screenshot here More details, like the Total Volume, will be added soon.
  • Where can I see my profitshare?
    Duration: 2-3 minutes Required: - To see your profit share, please go to “My Trading Account” and choose one of your trading accounts to see more details. You can find an example Screenshot here Under “All deals” you will see the closed trades as also the received profit share. The received profit share is an extra entry after the closed trade. If you don’t find the profit share booking in the new backoffice, please look in the old backoffice in your trading account. The profitshare component will also be added to the new backoffice in the near future, this is currently still limited due to the ongoing merge process :)
  • How can I receive updates?
    We would recommend every client to join the official telegram channel. This has proven to be the fastest and most efficient way to share information in the case of: - Server Maintenance - New Features - Thrilling insights and behind the scenes You can access the official channel below:
  • Where can I find the past performance of the strategies?
    Both TRelax and the Original Strategie can be checked directly at MyFxBook! We will add the links here shortly, as soon as MyFxBook has updated the previous track records. Unfortunately there hasn't been an update since the 17th of Mai, for which we, unfortunately, have so far not received a sufficient explanation. Our sincere apologise for any inconvenience resulting from such.
  • When was Universe Trading Initiated?
    Universe Trading was started in late 2021, under the name TYU Trading. After a 1 year trial run of our Original Strategy, we have felt confident enough, to offer the public their chance, to participate in this strategy. Within the first year, we have managed to grow to close to 10.000 satisfied clients! To further assist our community on its way to full independence, we have launched an academic platform, called Universe Academy, with professional educational products, without dry theory, or monthly obligations! In this process TYU Trading has been renamed to Universe Trade, to match the overarching brand The Universe. The third branch of The Universe, is our charity Love Your Universe. Besides drilling a well, we have also supplied hundreds of children with school clothes and other school supplies. You can watch the recap of this thrilling and moving project here
  • Why is the Company incorporated in the Seychelles?
    As a client, looking at a forex related company incorporated in the Seychelles offers several advantages. Firstly, the Seychelles has a strong financial services sector and an experienced regulatory authority, the Seychelles Financial Services Authority (FSA), ensuring high standards of integrity and transparency. This provides you with a secure and regulated trading environment. Secondly, the Seychelles' favourable tax environment can positively impact your trading outcomes by allowing you to potentially retain more profits, maximizing your investment returns. Additionally, the strategic location of Seychelles grants you access to diverse global markets, enabling you to diversify your investment portfolio and take advantage of various market conditions. Overall, choosing a forex/CFD broker incorporated in the Seychelles provides you with a regulated environment, favourable tax advantages, and access to global markets, all aimed at enhancing your trading experience and helping you achieve your financial goals.
  • How are affiliates compensated?
    Affiliates at Universe Trading win with their clients, not at the cost of the clients. Instead of charging and paying out hefty initial commissions, without knowing, if the client is really satisfied with the product, we share the profit share with the affiliates. Universe Trading receives a 40% profit share on all Profits made OVER the previous high watermark. Out of the 40% Profit share, 17% goes straight back to our affiliates, as compensation for the incredible work they do every day, making sure every client is happy and satisfied. This means that the affiliate can laugh and cry with the client together, creating the strongest bonds and connections of mutual respect and gratification. For direct clients, an affiliate can receive up to 4.5% share from the profits of his team.
  • What fees is a client charged?
    Any client can get started in the blink of an eye. His deposited funds aren’t reduced by any front-up fee, as with many other companies, but will always enable the client to have his own personal experiences with Universe Trading. If a client is unsatisfied or withdraws his funds for any other reason, he can do so at any time, at 0% fees! During the deposit procedure, the client must only cover the fee set forward by the significant provider.
  • How does the company make money?
    The company receives 40% of all profits made after the high watermark. Out of these, 17% are distributed to our hard-working affiliates, leaving the company with 23%, which is then further used to pay all the hardware and software, our exceptional trading team, and to create a reserve for times of drawdown, lesser trades, …
  • What is “High Watermark”?
    "High watermark" is a term commonly used in trading to refer to a method of calculating performance fees or profit sharing in investment arrangements. It represents the peak value that an investment account has reached in terms of profits. When a profit sharing arrangement includes a high watermark, it means that the performance fee or profit share is calculated based on profits earned above that highest point. Let's say the high watermark is set at $100,000, and the profit share is agreed to be 40%. If the investment account's value reaches $120,000, the profit above the high watermark is $20,000. In this case, the profit share would be 40% of $20,000, which equals $8,000. The purpose of the high watermark is to ensure that the investment manager or trader is only rewarded for generating new profits beyond the previous peak. If the account's value declines below the high watermark, the manager or trader would not be entitled to a performance fee until the account surpasses the previous peak. This mechanism aligns the interests of the investor and the investment manager or trader, as it encourages the manager to focus on recovering losses and generating new profits, rather than earning fees solely based on past performance. By employing a high watermark, investors can have confidence that the manager's compensation is tied to their ability to consistently achieve new highs in the investment account's value.
  • What is a MAM
    The System used by Universe Trading, to allocate all the trades to our thousands of clients is called a MAM. MAM is the short version for "Multi Asset Manager", which joins all the clients together, to one big trading strategie, abolishing the delays and individuality of errors, often experienced with copy trading.
  • Masterpassword vs. Investorpassword
    Masterpassword: This is the password used to log into the account with full access - including all trading rights. Investorpassword: This can best described as the "View only" access to an account. If connecting with MyFxBook for example, you just need to provide this password, as the plattform doesn't enable any trading, but just needs to be able to "see", what trading activities have been executed.
  • I can't see my trading account
    This might have 2 possible causes. If you are affected by this, please first of all check the official telegram channel, if there has been an update sent, regarding this specific error. If you didn't yet join the telegram channel, you can do so here 1. Server maintenance, or other network-related issues Error type: Technical Resolution: Please check the telegram channel for updates, when the server-related situation has been resolved. Required: Please join the official telegram channel here Risks: None, as all trades get automatically closed, as soon as a network issue comes up. 2. Migration from old to new backoffice Error type: Migration Resolution: Contact the Support via the helpdesk in the back office. Required: Supporting documents, such as a screenshot of the account in the old backoffice, or the account number. Risks: None, as your account can never be accessed or matched by anyone but yourself. There can be issues like this coming up, where you can't access the account, but this anyhow doesn't mean, that others could.
  • My trading account shows a negative value
    Error Type: Display Error Resolution: Contact Support via the helpdesk in the backoffice. Required: Account number of the impacted account. Risks: None, as the risks in trading, are always limited to the money invested, you can never lose more than you invested. Explanation: This error can take place, if a user withdraws funds, while a trade is currently still running. The trade is then closed prior, to the current value of the position. Unfortunately, the current MAM (transfer pending), deducts the swap (fee), after the funds have been withdrawn, a second time. As there is no remaining balance on the account, the value results in a negative. We apologize for this inconvenience and will resolve it at the soonest.
  • The balance of my trading account is lower than it was previously
    The following might be a cause to this: 1. A trade was closed, resulting in a loss Error type: No Error 2. A transfer to or from the trading account hasn't yet been processed. Please make sure to check the estimated transaction times in the "Deposit & Withdrawals" FAQ Error type: Delayed Resolution: Incase of a sever delay (more than 72hours) - contact the Support via the helpdesk in the back office Required: Trading account and screenshot of the transaction with the delay Risks: None, as transactions within our system, with the status "pending", are not leaving the system until confirmed. 3. The balance dropped since the previous error / backoffice migration Error type: Datagap Resolution: Contact the Support via the helpdesk in the back office Required: Account number, the last value you had in mind, as well as supporting documents, such as previous screenshots, or deposit/transaction IDs. Risks: None, as soon as we investigate the error, we can compare it to historical logs, and restore the previous value. Explanation: The Broker receives hundreds of thousands of server calls a day, for many different actions, such as back office logins, deposits, withdrawals, trade openings, ... . In connection to a different error of the type technical, the receiver end might experience difficulties when reading certain logs and matching them to a specific trading account. These logs can never be mismatched/matched to a different account, then they have been intended to, therefor they are just waiting for manual resolvent.
  • I can't see the last trade in my trading account
    First of all, we must distinguish, when the account was initially funded. a) If the account has been funded less than 24 hours before the trade has been placed, it is very likely, that your account has not yet been connected to the MAM. Error type: No Error b) If your account has been funded more than 24 hours ago, please make sure, that the trade was closed more than 24 hours ago, as the MAM might have delays in the distribution to the accounts. Error type: No Error c) If your account was funded more than 24 hours ago, and the trade closed more than 24 hours ago Error type: Technical Resolution: Contact the Support via the helpdesk in the back office Required: Account number, and the trade-in mention ("Gold trade yesterday" is more than enough). Risks: If there has in fact been a connectivity issue with the MAM, it might be, that you have missed out on the profits, as your account didn't participate in the trade. We apologise for this inconvenience, and will lay our strongest focus on preventing this from happening the next time.
  • I can't see a client in my client list
    The cause of this might be either voluntary or involuntary placement from the client. The following might be the reason: a) The client has voluntarily decided to use another affiliate's link. Error type: Purposeful client action Resolution: As we aim for the highest customer satisfaction, we, unfortunately, can't transfer clients without their will b) The client involuntarily used a different affiliate link. Error type: Unharmful client action b1 Within 24 hours of customer registration Resolution: Contact the Support via the helpdesk in the back office Required: Clients email address or full first and last name, together with the date of registration Risks: None b2 More than 48hours after client registration Resolution: Contact the Support via the helpdesk in the back office Required: Confirmation of the client, or better: letting the client request the placement to the affiliate Risks: If the client doesn't confirm the replacement, we, unfortunately, must keep him in the current position. c) The client used to be on my client list, but I can't find him anymore Error type: Migration Resolution: Contact the Support via the helpdesk in the back office Required: Client name, registration date, as well as any supporting document of the client being a client of yours. Risks: As long as any type of proof can be provided, the client's placement will be corrected. d) The client didn't use any link at all Error type: Unharmful client action Resolution: Contact the Support via the helpdesk in the back office Required: Email and Name of the client, along with the explanation, of how this client was introduced to Universe Trading. Risks: None
  • I didn't receive the profitshare of the previous trade
    The profit share takes up to 24 hours after closing the trade, to calculate and distribute to all the affiliates across all levels. If you haven't received the profit share after 24 hours, please refer to the old back office, and check if you can see the profit share there under "Partnerships" and "Accounts". If the profit share is visible there Error type: Delayed Resolution: Either withdraw the funds manually or wait for the automated procedure to settle them in your trading account. Required: Login to the old Backoffice Risks: None If the profit share is not visible there Error type: Technical Resolution: Contact the Support via the helpdesk in the back office Required: Trade, of which you didn't receive the profit share ("Gold trade on Sunday" - is sufficient) Risks: None, you will always receive fair compensation for your work!
  • I did a transfer to / from a trading account, but didn't receive the funds
    Error type: Technical / Delayed Resolution: Contact the Support via the helpdesk in the back office Required: Date and Amount of the transfer and if it went into a trading account, or out of a trading account Risks: None, the transaction was either not read out of the logs, or is currently still pending. No funds can ever be lost in an internal transfer. Explanation: The Broker receives hundreds of thousands of server calls a day, for many different actions, such as back office logins, deposits, withdrawals, trade openings, ... . In connection to a different error of the type technical, the receiver end might experience difficulties when reading certain logs and matching them to a specific trading account. These logs can never be mismatched/matched to a different account than they have been intended to, therefor they are just waiting for manual resolvent.
  • I can't see my crypto deposit
    Please first double check, if you have used the correct blockchain for the transaction. Bitcoin = BTC All others = ERC20 Please allow the system up to 12 hours in case of any delays or longer transfer times of the blockchain. a) I have deposited using the false chain Error type: Client action Resolution: Contact the Support via the helpdesk in the back office Required: Txt hash of the transaction and deposit ID, for which the funds should have been Risks: We try our best to restore the funds, in most cases, this is however not possible. b) I have deposited through the correct chain, but the funds weren't settled after 12 hours. Error type: Compliance Resolution: We will get in touch with you, as soon as there is further information on this particular matter. Tickets won't accelerate the process. Required: Patience Risks: In case the compliance flags the transaction for AML violations, we will return the funds to the origin wallet, after receiving an email confirmation from you. Explanation: Just because a deposit doesn't pass the AML check, you don't need to fear any legal or prosecution issues. In most cases, this is caused by so-called "dirty" coins, which might have ended up with you, without any of your knowledge. These coins are usually connected to illegal businesses, often related to scams or the dark web. As these coins aren't pulled out of circulation, everyday people might end up with them, not knowing of the associated connection. We have heard of users having success swapping these coins on decentral exchanges to a different currency, and then redepositing successfully.
  • I can't see my NFG Fiat deposit
    Please be aware of the settlement periods of NFG SEPA / SWIFT is settled within 3-5 business days CreditCard is settled within 24 hours. If time has passed and you didn't receive the deposited funds: Error type: Delayed Resolution: Contact the Support via the helpdesk in the back office Required: Deposit information (date/amount) Risks: None, if the funds have been transferred, they will always either be credited accordingly, or in rare instances returned to the payment method within 14 days.
  • Why is my Withdrawal taking so long?
    Withdrawals are being processed within 3-5 business days. More information on this can be found in the FAQ "Deposits & Withdrawals". If the Withdrawal isn't processed within the predefined time, it is currently subject to an AML check. Error type: Compliance Resolution: Please stand by, the check itself will take a maximum of 5 business days. Required: If any information is required from you, we will reach out to you via email. Risks: If the compliance doesn't have any concerns, your withdrawal will be processed as expected. If there are concerns, we will reach out to you via email, in order to get these resolved as soon as possible. Explanation: The AML check is an automated process, that monitors user behavior and the flow of funds. There are also random checks on a small percentage of the withdrawals, which anyhow rarely affect the predefined withdrawal processing time of 3-5 business days.
  • I signed up to the old backoffice, but can't sign up to the new backoffice
    Please check for the most suitable option: a) I haven't finished my KYC on the previous platform and didn't have any clients in my team Error type: Migration Resolution: Please simply re-register on the new platform Required: All of the previous registration data Risks: None b) I finished my KYC on the previous platform and had clients in my team Error type: Migration Resolution: Reach out to your closest upline / befriended affiliate and request them to open a ticket at the helpdesk on your behalf Required: just the email address of the missing user Risks: None c) I had a verified account in the old back office and already tried the "Forgot Password" on the new back office Error type: Migration Resolution: Create a new account under the identical email address as used in the old back office, and then contact Support via the helpdesk in the back office Required: Account numbers and email address used in the old backoffice Risks: None
  • How can I transfer from the old to the new backoffice?
    All clients with verified accounts have been automatically transferred to the new back office. Please simply go to the login page and click "Forgot Password". With the email you will then receive, you can seamlessly log into the new back office.
  • I can't sign into my account anymore
    If you lost access to your account, one of the following might be the case: a) You aren't receiving the 2fa email required for login in from a new device. Error type: SMTP Resolution: Please send an email to info@the-universe.trade, with the title "Not receiving 2fa Email" Required: the email must be sent from the same account, as the failed login attempt Risks: None b) You don't receive the "forgot password" email Error type: SMTP Resolution: Please send an email to info@the-universe.trade, with the title "Not receiving Password forget Email" Required: the email must be sent from the same account, as the failed login attempt Risks: None c) You lost access to your Google authenticator and therefore want to reset it Error type: Client action Resolution: Please send an email to info@the-universe.trade, with the title "Reset Google Authenticator" Required: the email must be sent from the same account, as the failed login attempt. We might ask for supporting information, to verify, that it is in fact the right person wanting to access the account. Risks: None
  • I lost access to my google authenticator and can't log in
    Error type: Client action Resolution: Please send an email to info@the-universe.trade, with the title "Reset Google Authenticator" Required: the email must be sent from the same account, as the failed login attempt. We might ask for supporting information, to verify, that it is in fact the right person wanting to access the account. Risks: None
  • I Can't See My Funds Anymore
    If you find that you are unable to see your funds in your account, it is likely due to a recent update that was implemented while you were away. We continually update our platform to enhance user experience and introduce new features. During such updates, the layout and functionalities might change slightly. To locate your funds, please follow the steps below: Log in to your account: Ensure that you are logged into your account with the correct credentials. Navigate to the Sidebar Menu: On the home page of your account, you will find a sidebar menu located on the left side of your screen. Select "MAM-Trading Account": In the middle of the sidebar menu, you will find an option labeled "MAM-Trading Account." Click on this option to proceed. Choose the Appropriate MAM: After clicking on "MAM-Trading Account," you will be presented with a selection of four MAMs. Choose the MAM that pertains to your account. View Your Funds: Upon selecting the appropriate MAM, you will be redirected to a page where you can view the details of your funds, including the current balance and transaction history. If you follow these steps and still encounter issues or have further questions, please do not hesitate to reach out to our support team for assistance. We are here to help you at every step of the way. Remember, it is always a good practice to regularly log in to your account to stay updated with the latest features and updates. Thank you for your understanding and cooperation.
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