What happens if my account balance becomes negative, and how do I reset it?
Extreme market volatility, sudden price gaps, or stop-outs may cause your trading account balance to become negative. PU Prime provides Negative Balance Protection (NBP) to help protect eligible clients from being liable for losses exceeding the funds available in their trading accounts.
Depending on your account status and eligibility, your negative balance may be reset to zero automatically by the system or manually through the PU Prime Client Portal.
How negative balance reset works
PU Prime offers two methods to clear a negative balance, depending on your account eligibility:
Reset Method | How It Works | Processing Time & Action Required |
Automatic Negative Balance Reset | For eligible trading accounts, the system automatically resets the negative balance to zero when the applicable conditions are met. | System-processed automatically. No action is required from the client. |
Manual Negative Balance Reset | Eligible clients can use the Reset option in the PU Prime Client Portal to reset their negative balance. | Processed instantly after the client selects Reset and confirms by selecting Agree. |
Note: For both reset methods, any applicable bonus credit will be cleared to zero as part of the reset.
Why is my negative balance not reset automatically?
Automatic negative balance reset may not be available in the following circumstances:
- Your trading account still has open positions.
- Your trading account is linked to a PAMM account.
- Your trading account is linked to an MTS account that follows a Copy Trading strategy.
How do I manually reset my negative balance?
If your account has not been reset automatically and meets the eligibility requirements, you can manual reset the negative balance via Client Portal.
Before You Start
Ensure all of the following conditions are met, so the Reset button will only appear in the Client Portal:
- Your trading account has a negative balance and is not an excluded PAMM or active Copy Trading account.
All open positions have been closed.
More than 1 hour has passed since your most recent position was closed.
You are accessing the PU Prime Client Portal, as manual reset is not available through the PU Prime App.
Steps to reset your negative balance
- Log in to the PU Prime Client Portal.
- Navigate to Accounts.
Locate the trading account with the negative balance and select Reset.
- Review the reset information and select Agree to confirm.
Once you select Agree, the reset will be processed instantly. Your negative balance and any applicable bonus credit will both be adjusted to zero.
What should I do if the reset button is missing or the reset fails?
If your negative balance remains unchanged or the Reset option is unavailable, check the following:
- Check your open positions: Make sure all positions in your trading account have been closed.
- Check the waiting period: Ensure that more than 1 hour has passed since your most recent position was closed.
- Check your account eligibility: The manual Reset option is only available when your trading account meets the applicable reset conditions.
- Contact Customer Support: If all requirements have been met but the Reset option remains unavailable, or your reset request is unsuccessful, contact our Customer Support team for further assistance.
Important Information
- Any applicable credit will be cleared before the negative balance is reset.
- The manual reset option is only available through the PU Prime Client Portal.
