What should I do if my take profit didn’t trigger or if I want to request a position review?

If you have concerns about a take profit not triggering or want to request a review of a specific position, please follow these guidelines:

1. Understanding Limit Order Execution: For a limit order to execute, a sufficient number of contracts must be traded at the given price level. Each limit order is placed in a queue.
2. Requesting a Position Review: To request a review, you must follow these instructions and provide the following information:
   1. The exact trade you are referring to: instrument, account, and the timestamp of the trade, together with the moment you believe the price reached your target.
   2. Clear screenshots showing that the bid price touched the take profit (for a limit sell) or the ask price touched the take profit (for a limit buy).
   3. A short video clip showing the issue (for example recorded with ShareX) — video evidence is mandatory for every bug report and position-review request.
3. Refund Policy: Trade refunds are possible on all account types, provided you follow the procedure described in this FAQ.
4. Example Scenario: In this example, only the ask price touched the limit sell, and an insignificant quantity of market buy orders was executed at that level. Consequently, the order was not filled, and the trade is not refundable.
5. Additional Issues: This procedure also applies to cases of missing trades in the log or any other issues related to your orders.

No evidence, no adjustment. A report like "this happened to me" without supporting evidence cannot lead to the restoration of a failed account or the refund of a trade closed at a loss: requests are evaluated exclusively on the evidence provided.

Remember, understanding the market depth and order book dynamics is crucial for successful trading. If you have any doubts or questions, don’t hesitate to reach out to our support team for clarification.