Frequently Asked Questions


 

Do I need to pay for HKEx market data?

Since HKEx will upgrade its system on May 2019, market data provided by Excalibur will be adjusted as below

Type Market Data Plan Location Fee
Hong Kong Futures DS All HKD75/mth
(Charged by HKex)
D-Lite All Free
Hong Kong Stock Options Streaming All Free
Hong Kong Securities L2 Streaming Mainland China HKD150/mth
(Charged by HKEx)
Others HKD250/mth
(Charged by HKEx)

All opened Futures Accounts will be changed to D-Lite. If you want to apply for DS, please contact your AE.

What is the difference between DS and D-Lite?

According to HKEx, DS and D-lite has following difference:
DS has refresh rate of 0.25 second and price depth of 10 best bid/ask.
D-Lite has refresh rate of 1 second and price depth of 5 best bid/ask.

You can compare the speed of D-Lite and DS by watching following video. The upper quote is D-Lite and lower quote is DS:

 

I have multiple accounts, do I only need to pay for one?

The HKEx data service is charged for each account. If there are two futures accounts under the same customer and both futures accounts use DS to retrieve market information, the HKEx will charge it as two users. Similarly, if there are two stock accounts under the customer name, such as one cash stock and one margin stock account, and the customer chooses both accounts to use L2 streaming quotes, the HKEx will also charge it as two users.

What types of trading accounts does Excalibur offer?

  1. Futures Account
  2. Stock Options Account
  3. Securities Account (Cash)
  4. Securities Account (Margin)

How do I open a trading account, and what documents are required?

You can follow the simple procedures as outlined in Open an Account. Clearly stated within are also the different requirements for Individual / Joint and Corporate account.

 

Should you have any enquiries, please call our Customer Services Officer ((852) 2526 0388) or email (cs@excalibur.com.hk).

Can I still operate an account if I am currently living overseas?

Yes. You need to provide us with proof of your overseas address and a copy of your HK-ID or passport. You also need a HK$ currency account in your local bank since our default currency is HK$.

How long is needed to set up my trading account?

It usually takes 3 working days after receiving the application forms and supporting documents.

How much do I need to deposit into the account for initial margin?

The exchange markets, such as Hong Kong Exchange and Clearing Limited (HKEx) or Chicago Metals Exchange (CME) etc, determine the amount of initial margin of the specific contract according to the market status. Initial margin changes over time and market fluctuation. For example , 1st March 2019, the initial margin for:

  1. Hang Seng Index: HK$114,380 /lot.
  2. Mini Hang Seng Index: HK$22,876 /lot.

Details of Margin Levels for Futures Contracts

What is the interest rate?

Account Receivables:

Margin Account
Cash Account
None

Deposit:

Margin Account
Cash Account
None

The above rates are subject to changes without prior notice

How can I change my personal information?

Please download the form from our website or request the form through email (excfut@excalibur.com.hk). Fill in the form and send it back to us.

To: Settlement Department
Tel: (852) 2844 9832
Email: excfut@excalibur.com.hk

What kind of investor protection do we provide to our customers?

It is our corporate policy to ensure and maintain the following controls standards and regulatory requirements:

  • Professional Staff – properly registered with the pertinent exchanges
  • Legal Compliance – fully registered and regulated by the SFC
  • Complaint Handling – complaints are reviewed by senior staff independently
  • Risk Control – encourage clients to never invest beyond what is currently affordable
  • Information Security – authentication and authorization are required to access secure data. Security equipments are installed to prevent unauthorized access
  • Client Privacy – we will not sell any client information for profit, other than purposes listed in the client agreement

What do I need to know for withdrawing / internal transfer?

Please fill and sign the withdrawal form and fax ((852) 2526 0618) or deliver the form by email (accounting@excalibur.com.hk) or whatsapp((852) 6356 6302) or fax ((852) 2526 0618) to Excalibur.

Note: withdraw process can be done within the same day if the form is received before 11:00am, or it will be done on the next working day if it is after 11:00am

Download the withdrawal form

Withdrawal Sample

Transfer Sample

Can I deposit money into other people's bank account?

No. We cannot deposit money into other people’s bank account.

What is the minimum requirement for online trading ?

There is a bandwidth requirement for online trading. The minimum connection speed requirement for online trading is 2Mbps.

Why I cannot connect to the trading system?

There are many possibilities that made you cannot logging into to the trading system. Please check the following items:

  1. Is there an internet connection?
    Using IE or Chrome to browse the website or using Outlook to send and receive mail to check whether the Internet connection status. If you can’t access the Internet, please solve the network problem first.
  2. Make sure you entered the logon domain (Host) is corrected on trading system – please download the trading software from Excalibur Official website and selected the correct domain to access into trading system. If you are not sure which server to use, please call us to help.
  3. Are you type the correct user ID?
    The user name is provided by Excalibur Global Financial Group Limited. Please do not enter your real name in this field.
  4. Is the password correct?
    The account will be locked if the password is entered incorrectly in five times. please call (852) 2844 9850 to contact us if you forget the password.

Why the system respond is slow after connected to the trading system?

If you can successfully connect to the trading system but the system performance is slow, it may caused by the lower bandwidth of the network (Bandwidth). Please contact us first.

Excalibur Global Financial Group Limited cooperates with many major internet service provider companies, we can provide you other logon domains on our online trading system.

It says my price link is down. Why?

There are many reasons that could cause a link broken, including:

  1. Your wireless network is unstable. If you are using 3G/4G or Wifi connection, you network can be unstable. We suggest you to use a wired network instead
  2. Your Internet Service Provider (ISP) is having a problem
  3. Your Network setting is incorrect. We suggest you to test your network by going to our website https://www.excalibur.com.hk through a browser

How to prevent unauthorized access to my trading account?

Protecting customer’s privacy is very important. Without prior approval, we will not disclose any personal information to any third parties.

Why am I able to access my account from home but not from the office?

If you are unable to access our website from work, this may because your office has firewall installed. A firewall keeps your company’s network secure but it can also prevent you from accessing our trading and account information site from your office. You may need to ask your IT department to add our trading system’ IP to your company firewall’s trust list.

Can I contact you if I still have problem connecting to your platform?

You can call us if you still have connectivity problem. Our staff may ask you to provide your connection details which you can find in your SPTrader’s “connection status” under “Status” tool bar.

Can I opt-out from 2FA?

According to the guideline from Hong Kong SFC, all Internet trading clients should be authenticated by 2FA. Your login password and authorized device formed two step authenticate process.

I have a Securities account and a Futures account, do I need to do 2FA twice?

Separate 2FA process must be carried out in order to operate your two different trading account, even though they are all under your name

How can I remove trusted devices?

If client has opened more than one account (such as Futures, Stock Options and Securities account) and the first 6 digits of the account ID is the same, he/she can use the same password to login all accounts. If the password of any account is changed, he/she shall use the new password to login to all accounts in future. On the other hand, if client has more than one account but with different login IDs, e.g. if client has two futures accounts and with different login IDs, he/she shall remember two sets of login passwords.

I received lot of emails about login and trade execution. How can I disable that?

According to SFC regulations, we have to sent you a notification once you login or have trade executed in the trading system. However you can opt-out from receiving trade execution emails by filling in Opt-out Trade Execution Notification and send back to us

My mailbox is full of your notification emails. What can I do?

You can opt-out from receiving trade execution emails. If you are still unhappy with the situation that too many login emails are remained in your inbox, you can set up filters and forward related mails to another folder. Please refer to below for examples.

Just a reminder, in any situation, please do not mark our emails as “Junk Mail” in your mailbox. If you do this, you may no longer receive important notification from us including new password, 2FA passcode, daily statement, monthly statement or other important notification. 

QQ Mail – Setup filters
Yahoo Mail – Setup filters
GMail – Setup filters

Is my password synchronized between Futures, Stock Options and Securities accounts?

If client has opened more than one account (such as Futures, Stock Options and Securities account) and the first 6 digits of the account ID is the same, he/she can use the same password to login all accounts. If the password of any account is changed, he/she shall use the new password to login to all accounts in future. On the other hand, if client has more than one account but with different login IDs, e.g. if client has two futures accounts and with different login IDs, he/she shall remember two sets of login passwords.

What if I forgot my password?

We can reset the password if you forgot your password. We have to verify your identities with our record before resetting the password.

Also please keep in mind all 2FA authorized device record will be cleared and need to re-authenticate again.

Our support telephone:  (852) 2844 9850