XMReply

2022-11-28 15:18

United Kingdom

Reply

Dear customer, thank you for choosing and supporting XM. With respect to your XM MT4/MT5 account 10109564 with order number 91910199 where you went short 0.27 lot of GOLD, you opened positions at 14:16 on November 23, 2022 according to the platform time, and then you reset the stop loss price to 1727.00 at 15:28 on the same day. The order was closed at 15:34. In terms of your problem, we have reported it to the relevant department at the first time and made the following replies after a detailed investigation: firstly, you placed a short order, which was closed at the buying price. And the K line on your screenshot showed a selling price. We have the buying price of that time by adding the selling price and the real-time spreads. The relevant department checked that the lowest selling price occurred at 15:30 between 15:28 and 15:34, but the release of many key economic data induced wild oscillation in the gold market, which brought the expansion of spreads. After checking, the buying price of gold did not reach the stop profit price you set, and then your stop loss price was triggered by the volatile price, so that the position was closed by the system. XM is an A-Book platform where all the clients' orders are traded at the market price. So if the market price does not reach your stop profit price, the system is unable to execute the stop profit. Hope you will understand it. Finally, thank you again for supporting XM and your understanding. If you have any question, please feel free to enter XM official website https://www.x1market.com/cn/ and click into the Online Customer Service in the upper right corner of the page for help. And XM provides 24 hours online customer service from Monday to Friday. We are very pleased to serve you. Have a good time.

YouyouSupplemental Materials

2022-11-24 10:57

Hong Kong China

Supplemental Materials

Account name, Lan Yongyou

WikiFX Mediation CenterReply

2022-11-24 10:54

Hong Kong China

Reply

Dear customer, please submit the correct account name. Thank you for the cooperation.

YouyouStart Mediation

2022-11-24 00:28

Hong Kong China

Start Mediation

Do not take profit even it exceeds one or two hundreds pips. Is this normal. It is quick when you stop loss