XMReply

2023-11-08 11:02

United Kingdom

Reply

Your XM MT4/MT5 account number is: 10120817, order number: #105514076. Regarding your complaint, we have promptly reported it to the relevant department for a detailed investigation and provide the following response: First of all, XM operates on a market order model, meaning that all client orders are executed at market prices. Upon verification, we found that you traded a total of 2 standard lots of USDJPY# with a sell order. For sell orders, the opening price is the sell price and the closing price is the buy price. The candlestick chart displays the sell price, so the execution price (buy price) of your stop loss needs to account for the real-time spread. Your order triggered a stop-loss closure on the platform at 23:00 on November 2, 2023, and the closing price did not exactly match the stop-loss price set. The platform uses floating spreads, which change in real-time based on market conditions. Upon verification, it was noted that your order was closed during a low-activity time in the early morning hours, leading to lower liquidity and consequently wider spreads. This is due to market factors and is not within human control, so we hope you understand! Additionally, the stop-loss price you set is a hypothetical price; the market may not always present the price you set. When the market fluctuates to your stop-loss price, it triggers the closing order. If a gap occurs and the market quotes do not reflect your set price, the execution will occur at the nearest valid price at that time, which may differ from your request. We ask for your understanding regarding this market-related issue that is beyond human control. Finally, we thank you once again for your understanding and support of XM! If you have any questions, please feel free to contact us by visiting the XM official website at https://www.xmfxglobalmarket.net/cn/, and clicking the green question mark in the bottom right corner to contact customer service. XM provides 24-hour online customer support from Monday to Friday, and we are more than happy to assist you. Thank you. Best regards.

FX7570465620Start Mediation

2023-11-03 09:31

Hong Kong

Start Mediation

At midnight, the highest price was 150.529, and the closing price was 150.607. The spread is now 12, and the spread at night is as high as 78?