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  • #4,661
  • Apr 16, 2014 3:09pm Apr 16, 2014 3:09pm
thanks jason!
you're great!
hopefully, I won't have to pay the spread again.
or am I?
:-)

Thanks one more time.
  • #4,662
  • Apr 16, 2014 3:09pm Apr 16, 2014 3:09pm
Quoting Jason Rogers
{quote} Hi Poolsuckswat, Our tech support team identified an error that occurred on the MT4 server on which your account is trading: http://support.fxcm.com/status/ They are now working to reinstate these trades. I apologize for the inconvenience. You should see the correction to your account shortly.
Exactly for those "technical" issues what had you in past I don't trade in live account with you.
It is like Oanda: broker part is acceptable, but IT products 0..... well, a bit better than Oanda, but not acceptable at all, at least not for me.

"You should see the correction to your account shortly."

There is no way to fix a trade, which was closed by you in the past. Maybe the owner would like it to close sooner and the price which is now it isn't so good... maybe he want to let it to run.
I want to buy PATIENCE
  • #4,663
  • Apr 16, 2014 3:14pm Apr 16, 2014 3:14pm
Quoting Poolsuckswat
thanks jason! you're great! hopefully, I won't have to pay the spread again. or am I? :-) Thanks one more time.
You won't pay the spread again. The original trades will be reinstated at the original price. Have you ever done a system restore on your computer? It's kind of like that.
  • #4,664
  • Apr 16, 2014 3:19pm Apr 16, 2014 3:19pm
@Poolsuckswat

I had a similar situation today. Two open trades were just simply closed...neither had hit the SL or TP and there wasn't a margin call. However, I sent a email to FXCM support and explained the situation. I also called customer support and immediately spoke to a FXCM support representative. That person told me FXCM was aware of an issue (he wasn't specific about what the issue was) and told me they were investigating whether an error/problem had occurred resulting in improperly closed trades. The support representative requested that I fill out a audit/inquiry form, which I immediately completed on FXCM's website. Within a few minutes, I received an email and phone call from another support representative who said that my audit/inquiry would be timely reviewed. Both support representatives said that if the error/problem was the fault of FXCM or its servers, my trades would be reinstated.

I'm not quite sure what the issue/error/problem was or why it happened (maybe Jason can be more specific), but I'm at least happy that I was able to quickly speak to someone at FXCM who assured me the issue would be resolved as quick as possible.
  • #4,665
  • Apr 16, 2014 3:20pm Apr 16, 2014 3:20pm
Quoting Jason Rogers
{quote} You won't pay the spread again. The original trades will be reinstated at the original price. Have you ever done a system restore on your computer? It's kind of like that.
thank you Jason!
I get what you say.
for the record, was this error in all mt4 traded accounts or just in mine?

i hardly wait to see my orders running on my screen again.
  • #4,666
  • Apr 16, 2014 3:33pm Apr 16, 2014 3:33pm
Quoting Poolsuckswat
{quote} thank you Jason! I get what you say. for the record, was this error in all mt4 traded accounts or just in mine? i hardly wait to see my orders running on my screen again.
Hi Poolsuckswat,

Unfortunately, the error affected all accounts on that particular MT4 server: FXCM-USDReal05. No other MT4 servers or Trading Station servers were affected.

Quoting matheszabi
{quote} Exactly for those "technical" issues what had you in past I don't trade in live account with you. It is like Oanda: broker part is acceptable, but IT products 0..... well, a bit better than Oanda, but not acceptable at all, at least not for me. "You should see the correction to your account shortly." There is no way to fix a trade, which was closed by you in the past. Maybe the owner would like it to close sooner and the price which is now it isn't so good... maybe he want to let it to run.
Hi Matheszabi,

You make an excellent point. We regret this tech issue and will make every effort make things right. It is our hope that by reacting quickly to reinstate the erroneously closed trades we can resolve the issue for most traders on that particular server. However, I understand that for some clients who intended to close their trades in the interim, this might not be enough.

That's why I encourage anyone who was negatively impacted to file a trade inquiry if the reinstatement does not adequately resolve the issue for you.
  • #4,667
  • Apr 16, 2014 3:37pm Apr 16, 2014 3:37pm
Quoting PipWell
@Poolsuckswat I had a similar situation today. Two open trades were just simply closed...neither had hit the SL or TP and there wasn't a margin call. However, I sent a email to FXCM support and explained the situation. I also called customer support and immediately spoke to a FXCM support representative. That person told me FXCM was aware of an issue (he wasn't specific about what the issue was) and told me they were investigating whether an error/problem had occurred resulting in improperly closed trades. The support representative requested that...
Great!
Do you have your trades back or still waiting?
'cause there's a rollover in 27 min and some people have to deal with other obligations than staring at a blank screen.
overall, don't want to make a big fuss of it. glitches happen, nasdaq had some, why wouldn't fxcm be allowed to reboot and reinstall?

Jason merits a raise given the positive image he tries to cultivate on this forum on fxcm.
  • #4,668
  • Apr 16, 2014 3:47pm Apr 16, 2014 3:47pm
Quoting Poolsuckswat
{quote} Great! Do you have your trades back or still waiting? 'cause there's a rollover in 27 min and some people have to deal with other obligations than staring at a blank screen. overall, don't want to make a big fuss of it. glitches happen, nasdaq had some, why wouldn't fxcm be allowed to reboot and reinstall? Jason merits a raise given the positive image he tries to cultivate on this forum on fxcm.
I'm still waiting for my two trades to be reinstated. But confident that since FXCM has acknowledged that an error occurred which resulted in premature closure of some trades, my trades will be reinstated as soon as possible. One of my trades has positive rollover interest, so I'm also confident that FXCM will credit my account for rollover interest, once the trades are reinstated.
  • #4,669
  • Apr 16, 2014 5:04pm Apr 16, 2014 5:04pm
Hello everyone,

I have faced the same problem exactly today, and I submitted a complain to FXCM Customer Service and filled the Audit form, and waiting for my involuntary closed trade to be reinstated as well as yours. I hope FXCM could fix such a glitch!

Thank you Jason for your immediate comments, and follow up!

Nowaishy
  • #4,670
  • Apr 16, 2014 5:28pm Apr 16, 2014 5:28pm
It happened to me as well, all positions closed automatically without my knowledge and action. I'm on server USDReal05........... can I change server?
  • #4,671
  • Apr 16, 2014 6:12pm Apr 16, 2014 6:12pm
Quoting lithium1
It happened to me as well, all positions closed automatically without my knowledge and action. I'm on server USDReal05........... can I change server?
good question :-)

at least, you can change the currency :-)))
  • #4,672
  • Apr 16, 2014 7:12pm Apr 16, 2014 7:12pm
Quoting PipWell
I'm still waiting for my two trades to be reinstated.
Quoting Nowaishy
Thank you Jason for your immediate comments, and follow up! Nowaishy
Quoting lithium1
It happened to me as well, all positions closed automatically without my knowledge and action.
Quoting Poolsuckswat
more than 3 hours along the way and still haven't got the trades back.

Hi Everyone,

First, I want to apologize again for this error on our part, and thank you all for your patience. Our tech support team has asked me not to promise an exact time on when your trades will be reinstated, but I'm optimistic it will be soon. They want to go over some final checks before performing a server-wide adjustment of this kind. I'm going to have to ask you to bear with us just a little while longer. My understanding is that rollover interest won't be credited for these trades immediately upon reinstatement but can be added back with a future adjustment if necessary.

Quoting Poolsuckswat
I still don't understand what should I do if any particular position impacted negatively my account after reinstatement. do i have to submit a trade audit form after closing them or do I have to let them running?
After your trades are reinstated, if you find that any trades in your account were negatively impacted by this tech issue, please close the unwanted trades and log a trade audit for them.

Quoting lithium1
I'm on server USDReal05........... can I change server?
While it's possible for you to change servers, I don't believe that should be necessary.

Quoting Poolsuckswat
is it safe to trade now or will face another glitch?
Yes, you can resume placing trades. The reinstatement of trades that were erroneously closed earlier will not impact trades you place right now.

A special note only for FXCM US clients and any other clients with hedging disabled on their accounts: If you place a trade in the same currency pair, but in the opposite direction of one of the trades you're waiting to have reinstated, then your new trade could potentially be closed out when the old trade is reinstated. For example, suppose you previously had a long USD/JPY trade that was erroneously closed out earlier. If you place a new short trade in USD/JPY now, then that short position could potentially be closed out when the old long position is reinstated since the two USD/JPY positions would offset each other.
  • #4,673
  • Apr 16, 2014 8:11pm Apr 16, 2014 8:11pm
Just wanted to let you know that it appears that my two trades, which I had mentioned in a previous post were erroneously closed, have now be reinstated.
  • #4,674
  • Apr 16, 2014 8:15pm Apr 16, 2014 8:15pm
trades are back.
they have positively impacted my equity.
hope that everyone is fine and even if you can manage to adjust your losses, you didn't miss a lot of action.

@ jason, you are very supportive. congrats!
otherwise, things aren't quite pink in my view.
it took too long to fix the problem. you can erase some trades that went into the negative territory, but you cannot repair the destruction of the rationale behind the winning trades. GBP was hotter than the sun today. One may have missed an upswingy inflection point and faced a reversal on a shorter tf. you simply cannot undo that.

regards!
(from chicago)

p.s. also, if you are so kind, please be willing to give this forum an explanation in respect to the nature of the error. what happened and why haven't you had a shortcut to fix it immediately. i wonder if your tech team was expecting this kind of error or just have been improvising during the last hours. sooner or later it might happen again.
  • #4,675
  • Apr 16, 2014 8:21pm Apr 16, 2014 8:21pm
Quoting Jason Rogers
My understanding is that rollover interest won't be credited for these trades immediately upon reinstatement but can be added back with a future adjustment if necessary.
@Jason

It appears that I'm due approximately $0.46 in rollover interest. Now that the trades have been reinstated, what should I do (if anything) to alert FXCM about a rollover interest adjustment? Thanks for your help.
  • #4,676
  • Apr 17, 2014 6:26am Apr 17, 2014 6:26am
My positions have been reinstated. Hope this will not happen again.
  • #4,677
  • Apr 17, 2014 10:09am Apr 17, 2014 10:09am
Hello everyone,

I would like to mention that my position as well has been reinstated yesterday just after I had posted in this thread!

Thank you Jason and for the Tech team for this correction!


Nowaishy
  • #4,678
  • Apr 17, 2014 4:50pm Apr 17, 2014 4:50pm
Quoting PipWell
Just wanted to let you know that it appears that my two trades, which I had mentioned in a previous post were erroneously closed, have now be reinstated.
Quoting Poolsuckswat
trades are back. they have positively impacted my equity. hope that everyone is fine and even if you can manage to adjust your losses, you didn't miss a lot of action. @ jason, you are very supportive. congrats!
Quoting lithium1
My positions have been reinstated. Hope this will not happen again.
Quoting Nowaishy
Hello everyone, I would like to mention that my position as well has been reinstated yesterday just after I had posted in this thread! Thank you Jason and for the Tech team for this correction! Nowaishy
Thank you all for sharing these updates.
  • #4,679
  • Apr 17, 2014 5:14pm Apr 17, 2014 5:14pm
Quoting PipWell
{quote} @Jason It appears that I'm due approximately $0.46 in rollover interest. Now that the trades have been reinstated, what should I do (if anything) to alert FXCM about a rollover interest adjustment? Thanks for your help.
Hi PipWell, please log a case to receive a follow up from the Trade Services Team. They will contact you when your account has received this rollover interest adjustment.
  • #4,680
  • Apr 17, 2014 6:54pm Apr 17, 2014 6:54pm
I've been using FXCM a few weeks now, had no problems what so ever, no strange spikes or massive spreads. Will continue to use them for the foreseeable future.
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