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Questions & Answers
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Our most frequently asked questions since the migration

What do the status’s ‘Deleted’ and ‘Rejected’ mean when I view my ‘Order History’?

It is vital that you monitor the status of your order after placing it. 

Orders may be deleted when the market price of a security changes due to occurrence of an ex-dividend date. This market change results in pending limit or stop orders being inappropriate for their original purpose.

Orders may be rejected due to a number of instrument, market and technical reasons – clients must monitor the status of their orders and contact us by telephone on +352 26032003 (9am – 5pm CET) or email at clientservices@swissquote.lu (5pm – 10pm CET) where an order is rejected and needs to be replaced.

How do I see my full account information – I have an ‘Account Overview’ but no asset details or other information?

Simply click on the ‘Access’ button in the right hand side of the screen. 

Where do I find my historical account documents such as statements and contract notes?

Simply click on ‘MY ACCOUNT’ and select ‘Documents’. Then set the ‘Period’ field to ‘All’ and the ‘Document Type’ field to ‘Portfolio Performance’ (for Statements) / ‘Stock Exchange Notice’ (for Contract Notes) / ‘Tax Statement’(for Tax Certificates)

Please note that May 2020 statements will be available by 17th June 2020.

How can I learn how to navigate the site, to find the information I need?

We’ve prepared some video Tutorials to help you get familiar with the new web account layout. Before you call or email us, please take a few minutes to watch these – they are only short and are full of helpful information. Take me there. 

When will my outstanding dividend payments show on my account?

We’ve been catching up on crediting any outstanding dividend payments and we expect these to be credited to accounts by Friday 12th June. Thanks for your patience!

Why is my account valued in EUR on the Accounts Overview Page?

Cash balance / Lombard loan / Securities value and Total value are by default in EUR. You can change this to the currency of your choice in ‘Preferences’, then selecting the ‘My Profile tab’ and changing the reference currency. Add new currencies if you like too!

You can also switch between different currencies within the widgets on your eTrading account where you see a drop down menu.

Is my new Swissquote Europe account still a joint account?

Yes – there have been no changes to your account ownership. However we appreciate under ‘My Account’ / ‘Profile’ we currently only show you the first named person.

I sent funds to my account recently but they do not appear on my account yet.

If you did not use the funding instructions below, it’s possible there may be a delay in crediting your account. We are working on these exceptions continuously and expect any delay to be less than 2 days. 
When it comes to funding your account, we would like to remind you that in order to avoid delays in crediting your account, you should :

  • Use your new funding details, in particular your new IBAN and our new BIC (SWQBLULL).
    These can be found online in your account under Payments and Transfers > Bank wire deposit.
     
  • With every payment, clearly indicate the details (first and last name) of the beneficiary of the funds.
    Given that third party payments are not accepted at Swissquote, the beneficiary should always be the account holder(s) of your Swissquote account.

We also take this opportunity to remind you that your new Swissquote IBAN is a multi-currency IBAN. You can receive and hold funds in any of the following currencies without an FX conversion on incoming payments:  EUR, USD, GBP, CAD, AUD, CHF, SEK, HKD, SGD and now also AED, CZK, DKK, HUF, ILS, JPY, MXN, NOK, PLN and ZAR. 
 

About our services

Are there any changes to the services you offer?

We will continue to provide a range of active investing and financial services for global citizens, including our multicurrency deposit account, international stock and ETFs trading on 19 international exchanges, a wide array of investment funds, the ability to trade across web and mobile applications, and access to our multi-lingual customer support team in Luxembourg.

Are there any changes to the platforms you offer?

A new web platform and mobile app are available for your use since 1st June 2020.

Ahead of this move, we have sent you instructions on how to register on our new eTrading platform.

  • Your account’s assets – cash and securities – were automatically migrated over the 30-31st May weekend.
     
  • Since Monday 1st June, you can to trade and invest as usual, on the new platform.

If you have not registered on our new eTrading platform, please log in to the Internaxx platform with your Internaxx username and password, and follow the on-screen instructions.

We have published a series of video tutorials to guide you through the functionalities of the new eTrading platform. Take me there.
 

Are you offering new products?

In June 2020, you have gained access to some new markets and currencies. Swissquote has the resources, scale and platforms to accelerate our ambition to provide you with the broadest range of market-leading products and services. We will listen to your needs and continue to develop and offer products and services that help you create a safe home for your wealth.

What currencies are available?

You will continue to have access to EUR, USD, GBP, CAD, CHF, SEK, SGD, HKD and AUD.

Additionally, you now also have access to AED, ZAR, JPY, TWD, ILS, RUB, TRY, DKK, NOK, CZK, HUF, PLN, and MXN.

What markets are available?

You will continue to have access to the main stock exchanges of the following countries: USA, Canada, UK, France, Netherlands, Belgium, Germany, Switzerland, Spain, Italy, Sweden, Australia, Hong Kong and Singapore.

Additionally, you also have access to the stock exchanges of Austria, Denmark, Finland and Norway. Please note that the Irish Stock Exchange will no longer be available. 

Is the Smart Portfolios service changing?

Smart Portfolios will continue to be available. We have made enhancements to the Smart Portfolio user interface so you can more easily monitor how your account is performing. 

Will my Derivatives trading account continue to be available?

Yes, your Derivatives trading account continues to be available on a separate platform at https://derivatives.internaxx.com

Is my account still held by a Luxembourg based bank?

Yes. Our multi-lingual, international team in Luxembourg will still be ready to take your call, and all Internaxx accounts remain subject to Luxembourg’s strict banking and privacy laws. We are regulated by the Commission de Surveillance du Secteur Financier (CSSF) in Luxembourg under the oversight of the European Central Bank.

The Luxembourg financial centre numbers over 130 Banks and is the 2nd largest Mutual Fund centre in the world after the US. Renowned for its stable and well-regulated economy, Luxembourg is one of only 3 AAA credit rated countries in the Eurozone and has strong investor protection laws. We remain a member of the Luxembourg Deposit Guarantee Fund (FGDL). The FGDL protects all investors by guaranteeing deposits up to the amount of EUR 100'000 per person.
 

Will my account be subject to the Swiss transaction tax?

No, as your account will remain a Luxembourg-based account, it will not be subject to the Swiss transaction tax.

Will I need to use different details to send money to my account?

Your payment details have changed on 1st June 2020. 

When funding your account, you should:

  • Use your new funding details, in particular your new IBAN and our new BIC (SWQBLULL).
    These can be found online in your account under Payments and Transfers > Bank wire deposit.
     
  • With every payment, clearly indicate the details (first and last name) of the beneficiary of the funds.
    Given that third party payments are not accepted at Swissquote, the beneficiary should always be the account holder(s) of your Swissquote account.

We also take this opportunity to remind you that your new Swissquote IBAN is a multi-currency IBAN. You can receive and hold funds in any of the following currencies without an FX conversion on incoming payments:  EUR, USD, GBP, CAD, AUD, CHF, SEK, HKD, SGD and now also AED, CZK, DKK, HUF, ILS, JPY, MXN, NOK, PLN and ZAR. 
 

Will my Credit Lombard facilities change?

If you use your Credit Lombard, Margin Trading or overdraft facilities, please note that we will use the monthly average of one-month market indices instead of central bank base rates as our reference rates going forward - thus ensuring you will continue to enjoy competitive market rates for your financing needs.

We would also like to inform you that as of 1st June 2020, we will implement a number of changes to the margin rates currently in force. Consequently, this might impact your future buying power (available margin) and the proportion of collateral you need to maintain on your Swissquote account going forward. The Bank will monitor and anticipate any account with a critical impact resulting from these change.

However, we would like to remind you that in volatile market conditions, it is important that you maintain sufficient margin in your account, or we may have to sell some or all of your positions without your approval and/or you may be liable for additional margin if your account falls below our margin requirements.

We invite you to read our updated Investment and Risk warning notice.

As an added benefit, you will be able to review your Lombard Loan limits online at any time, and if your account is sufficient diversified, you will also been granted further margin via the Lombard bonus.
 

About our pricing

Has pricing changed for my Trading Account?

We’ve introduced a new rate card which features lower pricing of 0.10% for stocks and ETF commissions, on all stock markets including continental Europe and Asia-Pacific.

ExampleOld pricingNew pricing
USD 10'000 of Microsoft sharesEUR 24.04EUR 14.95 (- 38%)
GBP 5'000 of iShares FTSE 100EUR 20.83EUR 14.95 (- 28%)
EUR 15'000 of Siemens sharesEUR 39.95EUR 15.00 (- 62%)
HKD 40'000 of Tencent sharesEUR 54.63EUR 14.95 (- 73%)

Please refer to our new rate card for more details.

Are there any changes to the Margin Trading and Loans services?

If you use your Credit Lombard, Margin Trading or overdraft facilities, please note that we will use the monthly average of one-month market indices instead of central bank base rates as our reference rates going forward - thus ensuring you will continue to enjoy competitive market rates for your financing needs.

CurrencyBenchmark rate
1 Jul. 2020
 
Loans <50'000
(Benchmark rate
+4.99%)
Loans >50'000
(Benchmark rate
+2.99%)
Loans >250'000
(Benchmark rate
+2.49%)
Loans >1'000'000
(Benchmark rate
+1.99%)
EUR0.00%4.99%2.99%2.49%1.99%
USD

0.18%

5.17%3.17%2.67%2.17%
GBP0.10%5.09%3.09%2.59%2.09%
CAD0.52%5.51%3.51%3.01%2.51%
CHF0.00%4.99%Contact us
SEK0.00%4.99%
SGD0.10%5.09%
HKD0.62%5.61%
AUD0.46%5.45%
OtherContact us

Based on reference rate as at 1 June 2020 and subject to change.

Benchmark rate = monthly average of one-month market indices: Euribor 1 Month ACT/360 (EUR), ICE LIBOR USD 1 Month (USD), ICE LIBOR GBP 1 Month (GBP), Canada Bankers Acceptances 1 Month (CAD), ICE LIBOR CHF 1 Month (CHF), Stockholm Interbank Offered Rates 1 Month (SEK), Association of Banks in Singapore Swap Offer Rate Fixing 1 Month (SGD), HK Assoc of Banks Hong Kong Dollar HIBOR Fixings 1 Month at 11:00am (HKD), AUD 1 Month Deposit (AUD). Debit interest will be charged quarterly in arrears.

Are there changes to the Account Maintenance Fee?

Account maintenance will be free as long as you trade at least once per month. A monthly fee of EUR 15 will apply otherwise. This will replace the current quarterly account maintenance fee from June 1st, 2020. Please note the fee for Q2 2020 was charged in late May.

Will there be a custody fee?

An account management fee will apply to accounts inactive (no trades or transfers in/out) for 24 months or more. Please refer to our new rate card for more details.

I trade more than 10 times per month – will I still benefit from lower pricing?

Yes, we’re introducing new trade bundles that are designed especially for more active traders. Trade bundles offer the flexibility to trade at preferred rates throughout the year, and do not require you to qualify based on your previous activity. Please refer to our new rate card for more details.

What about mutual funds?

Pricing for mutual funds will change from a quarterly administration fee of 0.1% per quarter to a transaction-based commission. You have been charged a final pro-rated administration fee late-May. Please refer to our new rate card for more details.

Will pricing change for my Smart Portfolio?

Pricing will remain the same, however your Smart Portfolio account administration fee will be charged quarterly instead of annually. Please refer to our new rate card.

About the acquisition of Internaxx by Swissquote

Why has Swissquote bought Internaxx?

Swissquote, Switzerland’s leading provider of online financial and trading services has acquired Internaxx to gain access to European markets and to further consolidate its standing as the first choice for international investors and expats.

Who is Swissquote?

Swissquote is Switzerland’s leading provider of online financial and trading services. Listed on the SIX Swiss Exchange (symbol: SQN) since May 29, 2000, the Swissquote Group has its headquarters in Gland, near Geneva, and offices in Zürich, Bern, Dubai, Malta, Hong Kong, Singapore and London. The Group currently employs 722 staff. Click here to find out more about Swissquote.

How does the change of ownership affect the safekeeping of my assets?

Internaxx Bank retains its full bank status and licence in Luxembourg. As such, we remain a member of the Luxembourg Deposit Guarantee Fund (FGDL). The FGDL protects all investors by guaranteeing deposits up to the amount of EUR 100'000 per person. Your securities assets are not held directly with the Bank but in Nominee with Central Securities Depositaries (CSDs) and other investment grade custodians. These assets are segregated from the assets of the Bank and permanently identifiable as yours as the beneficial owner.

Operating in one of Europe’s major financial centres, Luxembourg is currently host to over 130 Banks and is the 2nd largest Mutual Fund centre in the world after the US, administrating 4 trillion euros in assets. The Grand Duchy of Luxembourg is renowned for its stable and well-regulated economy, is one of only 3 AAA credit rated countries in the Eurozone and has strong investor protection laws.
 

Why are you changing your name/rebranding?

Internaxx is fully owned by Swissquote Group Holdings Ltd, the leading online bank in Switzerland with 360'000 clients worldwide, 3 million products and CHF 32.2 billion in client assets. Rebranding to Swissquote will better represent our business, create greater clarity about the group’s global offering, and help us serve more people in more places.

Can I continue to contact you with the same telephone number and email address?

Yes. Our phone numbers will not change and the same team of professionals will be ready to support you if you call us. Our email address is now clientservices@swissquote.lu and our new URL is www.swissquote.lu