System crash

[Rio868]

For over an hour I have been trying to put in stop losses and then close 2 open trades. not sure what happened but I was unable to get in due to what looks like a system crash. what is my recourse, im loosing money im not suppose to , by no fault of my own

[CharlotteIG]

Just now, Rio868 said:

For over an hour I have been trying to put in stop losses and then close 2 open trades. not sure what happened but I was unable to get in due to what looks like a system crash. what is my recourse, im loosing money im not suppose to , by no fault of my own

Thank you for your posts and apologies for the platform issues. 

You can check the progress here: https://status.ig.com/

If you've had trades that were impacted but are now closed please tell us which ones at helpdesk.uk@ig.com. We will look into helping traders if the issue was caused due to our error. 

Please only call us if you need to close a positions. 

Apologies again from IG. 

[Rio868]

Thank you. I trade on the US platform. Does that matter???

[nit2wynit]

19 minutes ago, Rio868 said:

For over an hour I have been trying to put in stop losses and then close 2 open trades. not sure what happened but I was unable to get in due to what looks like a system crash. what is my recourse, im loosing money im not suppose to , by no fault of my own

Clearly not isolated incidents.  I have experienced this several times over the past 12 months.  I hope we can sort it out.

[Naijababe]

I was up 200 points on my position, I could neither close nor amend my stop and looking at current price can see my stop has been hit. 

I live in the UK and called 4 times, each call was dropped until a few mins ago when I finally got through and had to disconnect the call after being on hold for 5 minutes incurring international call charges in addition to the losses incurred through no fault of my own

I'd like to know what your recourse plan is. Thanks

[CFAMBAiBkOnTwtr]

IG needs a leaner order entry backup URL, so if main IG dealing URL & system goes down, a 2nd one can work, at least for watching trades  & cancelling / exiting!  Failure to have this, makes the platform less valuable (safe) to active big traders, or forces them to have backup DMA broker accounts too. 

[greenscorpio1000]

1 hour ago, Naijababe said:

I was up 200 points on my position, I could neither close nor amend my stop and looking at current price can see my stop has been hit. 

I live in the UK and called 4 times, each call was dropped until a few mins ago when I finally got through and had to disconnect the call after being on hold for 5 minutes incurring international call charges in addition to the losses incurred through no fault of my own

I'd like to know what your recourse plan is. Thanks

its not good its effected my trading day too

[emsiejayne]

This was a nightmare, I had no way of selling my stock, aware that the price was plummeting, I just had to hope the technical issues would resolve themselves.  I'm fairly new to trading and I did not consider this was a thing! I pray it doesn't happen often.  The site doesn't make it easy for customers to contact them.  I took screen shots of the messages but not sure what to do? 

[Guest Robin]

The sell prices on many positions had soared and was in the process of selling part of when the system outed. When it was back up and runnng the market had turned all the way back down, so I not only didn't benefit but also left holding positions which since have gone down further which I actually expected and would have reboght into.

 

[Guest Zak]

7 hours ago, Rio868 said:

For over an hour I have been trying to put in stop losses and then close 2 open trades. not sure what happened but I was unable to get in due to what looks like a system crash. what is my recourse, im loosing money im not suppose to , by no fault of my own

i had the same problem too. i lost a lot of money last  night.

[chanwunkwong]

14 hours ago, CharlotteIG said:

Thank you for your posts and apologies for the platform issues. 

You can check the progress here: https://status.ig.com/

If you've had trades that were impacted but are now closed please tell us which ones at helpdesk.uk@ig.com. We will look into helping traders if the issue was caused due to our error. 

Please only call us if you need to close a positions. 

Apologies again from IG. 

Any response or solution I could have after I send my request to this email address yesterday?

[lighthouse79]

Hello,

What happened to my open positions, there are nothing. But I do not close them & the platform has shown that I have running profits.

May I know what is going on? 

Thank you

[lighthouse79]

2 minutes ago, lighthouse79 said:

Hello,

What happened to my open positions, there are nothing. But I do not close them & the platform has shown that I have running profits.

May I know what is going on? 

Thank you

To add on, I have tried to call the Singapore helpdesk but line got cut off.

Greatly appreciate if anyone can offer some help on this matter.

Thank you

 

[Guest Tesmond]

I have open multiple positions and I try change my TP/SL positions but cannot. The next moment I can't see all my positions. I can't do anything on my open trades.

[Guest Tesmond]

Yes I also call hotline but cannot get through

 

[Elements50]

7 minutes ago, lighthouse79 said:

To add on, I have tried to call the Singapore helpdesk but line got cut off.

Greatly appreciate if anyone can offer some help on this matter.

Thank you

 

same here!!! how do we get our compensation???

[Hkting]

The system keep crashing. Yesterday i loss wall street in volatile market and today i loss hongkong in another volatile market. I camt do anything, as i cant even reach the helpdesk by phone. Is only fair that IG  shall refund all the transaction make when the system crash

[Guest JDuBS]

Same happening to me. Cant close out positions because it says i dont have them but have a running pnl!

Have tried calling but the line just dies.

This is a joke and is costing me money!

 

[lighthouse79]

looks like its back up

 

[Bearhead0808]

I have the same problem too. I supposed to have 2 open positions but they are not showing up on my dashboard. When I run the history it showed nothing at all but profit/loss counter is updating live about my position. I can't even close my position now. 

 

[Guest Marie Foord]

I am about to lose my entire account as I cannot close positions and I have been on the line with the help desk for 30 minutes.  No one is answering. 

[CommsTrade]

Platform has been fairly unstable for the past few days. When I call the IG telephone number I get a dead tone. Tried with my mobile and landline. Like others, I have had issues with positions disappearing. However, it's really good that the outage status has at least been updated relatively quickly here https://status.ig.com/ giving me some confidence. 

Also it's good that the underlying infrastructure has been robust enough not to lose new positions I have opened.

[MaxwellBond]

15 hours ago, CharlotteIG said:

Thank you for your posts and apologies for the platform issues. 

You can check the progress here: https://status.ig.com/

If you've had trades that were impacted but are now closed please tell us which ones at helpdesk.uk@ig.com. We will look into helping traders if the issue was caused due to our error. 

Please only call us if you need to close a positions. 

Apologies again from IG. 

this loose little comment is pathetic on one post and not sent out in a mainstream communication to everyone.

constant issues - what the hell is going on we need answers  - simple sorry isnt good enough..

[dmedin]

7 minutes ago, MaxwellBond said:

this loose little comment is pathetic on one post and not sent out in a mainstream communication to everyone.

constant issues - what the hell is going on we need answers  - simple sorry isnt good enough..

 

There's not a lot else she can do ...

 

[vinodkarwa]

I have same issue. I tried to close my trade in profit and it gave error. Now it does not show any open position but my profit and loss keeps on changing. My closing trade is also not in history.

 Cant reach out to helpdesk ..tried to call UK and Australia number. I am still on phone for last 60 mins but no human is answering

[CharlotteIG]

4 hours ago, MaxwellBond said:

this loose little comment is pathetic on one post and not sent out in a mainstream communication to everyone.

constant issues - what the hell is going on we need answers  - simple sorry isnt good enough..

These issues did occur yesterday and this morning. The reason for the comment was to let you know we're going to investigate every case. If you send across details of what happened during our error we're happy to look into it. Unfortunately I'm not able to look into your accounts so can't assist with these queries. 

4 hours ago, vinodkarwa said:

I have same issue. I tried to close my trade in profit and it gave error. Now it does not show any open position but my profit and loss keeps on changing. My closing trade is also not in history.

 Cant reach out to helpdesk ..tried to call UK and Australia number. I am still on phone for last 60 mins but no human is answering

Our phone line queues are very high at the moment but we have all client facing staff available for calls and some working overtime to get through all of the queries. 

Please be patient with us, we will get back to everyone as soon as possible. 

[RichardKoh]

Hi all, Richard here. Pls whatapp me at *******

[RichardKoh]

We gather all affected to file a complaint to MAS

 

[Caseynotes]

11 minutes ago, RichardKoh said:

We gather all affected to file a complaint to MAS

 

Hi, presume you're talking about the Monetary Authority of Singapore (MAS), just to save you some time no regulator will look at any compliant if there has been no attempt to seek redress from the broker involved first. So you need to seek a quick informal resolution via email, if not satisfied with the response you can then make a formal complaint to the broker which must be investigated in depth and if you are still not satisfied with the result you can then take your case to the regulator.

Hope this helps.

[dmedin]

12 minutes ago, Caseynotes said:

Hi, presume you're talking about the Monetary Authority of Singapore (MAS), just to save you some time no regulator will look at any compliant if there has been no attempt to seek redress from the broker involved first. So you need to seek a quick informal resolution via email, if not satisfied with the response you can then make a formal complaint to the broker which must be investigated in depth and if you are still not satisfied with the result you can then take your case to the regulator.

Hope this helps.

 

Shouldn't you be focusing on trading?