XMReply

2024-01-16 10:04

United Kingdom

Reply

Your XM MT4/MT5 account number is: 10113012. Regarding your complaint, we immediately reported it to the relevant department for verification. After checking, we provide the following response: Firstly, XM operates on a market order execution model, meaning that all client orders are executed at market prices. The order numbers you complained about are: #108406310 and #108404611, totaling 1 standard lot of a short position in USDJPY#. The take profit price was set at 145, and the account faced a margin call at platform time on January 11 at 15:32 due to insufficient margin. A short position opens at the sell price and closes at the buy price, while the candlestick chart displays the sell price. Therefore, the execution price for your order (the buy price) should include the real-time spread. The relevant department has verified that the buy price did not reach your take profit price, so the system was unable to execute the take profit order. Secondly, the platform's margin call threshold is 20%, meaning that if your account's margin level falls to 20%, a margin call will occur. After verification, it was confirmed that your account faced a margin call at the time when several significant data points were announced (such as core inflation year-on-year and month-on-month for December), leading to drastic market fluctuations that resulted in your insufficient margin. When the account's margin level falls below 20% (Margin Level = Equity / Used Margin * 100%), a forced liquidation will be triggered, and thus the system performs forced liquidation at the real-time prices at that moment. For details on XM's margin and forced liquidation standards, you can refer to the official website: https://www.xmforextraders.net/cn/margin-and-leverage. XM also kindly reminds you to trade cautiously during significant news releases and economic data announcements that may cause high risks, and to pay attention to market fluctuations and position sizes to avoid similar situations in the future. Finally, thank you again for your understanding and support of XM! If you have any questions, feel free to visit the official XM website at https://www.xmforextraders.net/cn/, and click on the green question mark in the lower right corner to contact customer service. XM provides 24-hour online customer support from Monday to Friday, and we are very happy to assist you. Thank you!

YANGKAIStart Mediation

2024-01-11 21:58

Hong Kong

Start Mediation

It wasn't closed when USD/JPY reached the T/P. This leads to a liquidation. If I buy long, the position must be liquidated.