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Position disappearance.


Ravager

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41 minutes ago, Ravager said:

My demo positions disappeared last Saturday, its no longer visible in the position list nor on the chart even if you toggle P, but the PnL figure still showing the positions running pnl.

Is it pretty common in the web based platform in live env as well? 

Dear @Ravager,

Thank you for your post! We appreciate your feedback. Please take note of the troubleshooting steps to follow when this issue occurs.

For iOS & Android

1. Log out, force close the app and then log back in.
2. Ensure that your app has been updated to the latest version.
3. Ensure that you are using a good stable WiFi connection or 4G mobile data. Try switching between the two network services to see if it could be a temporary issue on either connection.
4. Delete the app and do a fresh installation of the app.
5. Restart the mobile device.

For the Web trading platform: 

1. Log out and then back into the platform.
2. Clear the browser cache and refresh again.
3. Try another browser.
4. Try the browser's incognito (private) browsing mode.

All the best,

KoketsoIG

- KoketsoIG

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Thanks for response.

All my devices, Android phone, iPad. notebook web browser (Chrome, Brave) have the same missing position.  I tried your suggestion of logging out and clearing browser data, but still the same problem.  Its possbily missing on the database level (server side).

Could you help take a look? 

3 missing WTI oil positions 10 lots each.

Thanks!

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Yeah, about 60% of my positions also disappeared. And it is not the first time that this happened in the demo environment, see e.g. this one:

 

At least for me, the total running profit/loss is showing a different value than what one would get by summing the remaining visible positions.
I assume that also this time it will be fixed one day, and the positions will reappear. So far by my experience it took 1-2 weeks for the positions to magically reappear.

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1 hour ago, andreas16 said:

Yeah, about 60% of my positions also disappeared. And it is not the first time that this happened in the demo environment, see e.g. this one:

 

At least for me, the total running profit/loss is showing a different value than what one would get by summing the remaining visible positions.
I assume that also this time it will be fixed one day, and the positions will reappear. So far by my experience it took 1-2 weeks for the positions to magically reappear.

Dear @xinmeng, @VIDON92 and @andreas16,

Thank you for your questions.

Please note that please note that there is currently an ongoing issue affecting the demo environment. Our technical team is currently busy investigating the issue, and we do not have an estimated time of resolution. However, please be assured that we are working diligently to get this resolved as soon as possible. We apologize for any inconvenience this may have caused you.

Thanks,

KoketsoIG

- KoketsoIG

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