Unknown error when trying to close positions

[u0362565]

Hi all,

I'm trying out the demo spreadbet account and i keep finding that when i try to close a position it won't let me.  Very frustrating when you come into profit & then you can't close it out.  I should be able to close at any point right even if i have set a limit and stop? (not guaranteed stop). Luckily on my last two trades both hit my limits but i couldn't have intervened if i wanted to.

Thanks for the help

!  

[CharlotteIG]

On 17/04/2020 at 15:42, u0362565 said:

Hi all,

I'm trying out the demo spreadbet account and i keep finding that when i try to close a position it won't let me.  Very frustrating when you come into profit & then you can't close it out.  I should be able to close at any point right even if i have set a limit and stop? (not guaranteed stop). Luckily on my last two trades both hit my limits but i couldn't have intervened if i wanted to.

Thanks for the help

!  

Thank you so much for your post, 

There have been some issues with our demo account. Due to volatility we have to focus on our live account but we do apologise for the inconvenience. I will speak with our technical team to take some time for the demo account. 

We understand that the demo environment is a place people come to practice trading before they feel comfortable to move to a live account. 

Apologies again, 

All the best.  

 

[RANZ]

it happens with your live account too, closed positions don't disappear for a while. I just log out and log in again, kind a refresh!

[Guest u0362565]

43 minutes ago, CharlotteIG said:

Thank you so much for your post, 

There have been some issues with our demo account. Due to volatility we have to focus on our live account but we do apologise for the inconvenience. I will speak with our technical team to take some time for the demo account. 

We understand that the demo environment is a place people come to practice trading before they feel comfortable to move to a live account. 

Apologies again, 

All the best.  

 

Thanks for your comments Charlotte.  What happens if you have technical issues closing trades on a live account, obviously this could have quite an impact on profit/loss.  Lets just say i was glad this was happening on a demo account.  You really want to know you can rely on the platform when its a live account.

 

31 minutes ago, RANZ said:

it happens with your live account too, closed positions don't disappear for a while. I just log out and log in again, kind a refresh!

Hi Ranz, thanks for that. So essentially when you press close it should have done it, its just not updating to say so.  I imagine this can be frustrating and potentially worrying on a live account..

Thanks

[CharlotteIG]

1 hour ago, Guest u0362565 said:

Thanks for your comments Charlotte.  What happens if you have technical issues closing trades on a live account, obviously this could have quite an impact on profit/loss.  Lets just say i was glad this was happening on a demo account.  You really want to know you can rely on the platform when its a live account.

 

Hi Ranz, thanks for that. So essentially when you press close it should have done it, its just not updating to say so.  I imagine this can be frustrating and potentially worrying on a live account..

Thanks

Thanks for your post. 

If this were on the live environment we are able to see delays therefore would compensate accordingly. 

The demo environment can have lagging issues especially when we're busy have have to direct our attention to live queries. We do apologise for the inconvenience. 

All the best, 

Charlotte 

[nit2wynit]

@CharlotteIG Hello to you.

I've emailed on the 2nd April regarding this issue on my Live account and have had no reply.  I've never had a reply to my emails in the 12 months I've been with IG.  I'm wondering if you could look into this for me please?

 

Thanks.

[CharlotteIG]

43 minutes ago, nit2wynit said:

@CharlotteIG Hello to you.

I've emailed on the 2nd April regarding this issue on my Live account and have had no reply.  I've never had a reply to my emails in the 12 months I've been with IG.  I'm wondering if you could look into this for me please?

 

Thanks.

If this is on your live account it's definitely an issues. 

If you've had a recent case let me know and I will get someone to investigate. 

Do any error messages pop up when you can't close the position?

[nit2wynit]

17 minutes ago, CharlotteIG said:

If this is on your live account it's definitely an issues. 

If you've had a recent case let me know and I will get someone to investigate. 

Do any error messages pop up when you can't close the position?

Hi, yes, Live Spread Betting.  I've emailed twice adding video evidence of my inability to edit stops or close positions for 20 minutes.  I need to refresh the page to see candle movement etc.  Unfortunately it's not a new issue.  I've been advised many times to move to PRT, but it's a habit now hard to break.  Even today I'm missing candle info and Volume data.

Thank you.

Edited April 20, 2020 by nit2wynit