Issues with IG platform & closing orders

[Liam_Rebel]

Ive been testing the demo platform for a few weeks and keep coming across the same issues:

• Not able to amend/move the limit and stop on open positions
• Not able to close positions (usually when i'm in profit)
• Showing I have an open position but wont let me close or amend it (usually when i'm in profit)
• Showing I don't have any positions open yet my Profit/Loss is fluctuating as though I do.
• Showing I do have an open position but my Profit/loss is £0.00 (not moving)

All these issues seem to be technical, it's not because of account balance, margin, or user error.....

At this very moment I have a profitable position open, it wont let me close the order or edit it in anyway "sorry an unexpected error has occurred"

Obviously this isn't a big deal on a demo account but it is definitely putting me off creating a live account.

Are these issues common on live accounts and how do people deal with them? 

It seems as though a log is created every time an order is placed or amended. If I try to close a position on a live account and one of these issues occured, would IG be aware of it and would they honour the price that I attempted to close at?

Any feedback would be greatly appreciated.

Thanks

 

[CMB87]

Quote

I have experienced the exact say issues on demo account... I have email IG help but yet to receive a reply, hopefully will hear back soon as this is making me concerned to use IG live account. 

 

[Mav2018]

Experiencing similar issue!

[CMB87]

This is a response a received from the help desk, so far the issue hasn't happened again but it is still early days.

Hope this helps:

"Thanks for your email.

I can see that the account access seems fine.

I am assuming that the cache must be jamming the memory while operating the platfrom.

Kindly follow the below troubleshooting steps to optimize the platform:

Kindly switch your browser to Google Chrome since our platform is optimized for this browser and it works the best as per our clients' feedback.

To ensure that you have your Google Chrome browser set up correctly, please follow the instructions below.

1) Close all Google Chrome browser windows, and then launch a new Google Chrome browser.

2)  Type the IG Markets URL (www.igmarkets.co.uk) into the address bar and press ‘Enter.’ Once the page has loaded, click into the account login box in the top right-hand side of the screen, and press CTRL+F5 on your keyboard. This will instruct the browser to obtain the most up-to-date version of the website.

3) Click the ‘Tools’ icon on the top right-hand side of the browser window. Select ‘Options’ from the drop-down menu and change to the 'Under the Bonnet' tab.

4) Ensure the following boxes are checked:

Empty the cache.
Delete cookies and other site data
Click the drop-down ‘Clear data from this period’ and select ‘Everything.’

 Click ‘Clear Browsing Data’

Majority of the instances the steps resolve the issues.

 But if it still persists please send us a screenshot so that our IT team can investigate further.

If you have any further queries, please do not hesitate to contact us.

Regards,"

  

[Mav2018]

I'm having the issue with IG 'Pro Real Time' application and online IG trading platform.

This issue has more to do with software cache!

People are losing money. There are numerous accounts of posts being made regarding

• Not able to amend/move the limit and stop on open positions
• Not able to close positions (usually when i'm in profit)
• Showing I have an open position but wont let me close or amend it (usually when i'm in profit)
• Showing I don't have any positions open yet my Profit/Loss is fluctuating as though I do.

It would be great if IG representative would respond.

 

[Guest Nir Yefet]

Hi Liam

I had similar issues with my live account and I stopped trading for couple of months just because I lost confidence in the IG platform.

it's ok to have problems but they need to take responsibility and refund any money lost because of these issues.

I was trading only 1 contract but what happen if you trade few contracts and you lose money although you were right?

 

[Guest steggg]

Hi,

I am also having this problem. 2 orders are closed in demo account, but P&L still showing movement. There is no margin.

I use Chrome, the orders have been stuck there for 2 days. I can still open and close new orders ok though.

I have followed the instructions above, Chrome has ' more tools ' now, so the options are similar. Issue persists.

Phone IG and they say they are running tests on the demo account which means it will slow down and may be causing this issue.

[WILL-TD]

Identical issues.  

Was about to transfer funds to live account again, but have not been convinced that this does not happen there either.

No satisfactory answer from IG