Trades Failed To Close Automatically When Limits Set

[AR_Newbie2020]

Dear IG Community,

Wondering if anyone else has had this issue or can help advise?

I am new to this platform and trading in general therefore my apologies if I use incorrect terms.  I am currently in Demo mode as I prepare to Go Live.

I opened a trade today and set a Stop/Take Profit level which was hit but my trade did not close automatically.  Luckily, I was logged in and noticed to close out the trade manually. 

This is the second time I have noticed this.  I have already raised a query regarding this observation a few weeks ago and am still awaiting for an acknowledgement and a response from the IG Customer Service team so I thought I might try my luck on this forum. 

Todays Trade details :
High Grade Copper
Stop Level Set : 21888.0 - did not close automatically
High Price Level Hit at 1532hrs of 21931.1 - the, in my opinion, trade should have closed automatically. 

I am currently in Demo mode as I prepare to Go Live but this issue has now occurred twice for me and makes me nervous about investing in the company/system.

Thank you in advance for any responses.