How to inquire about trading order execution?
If a client has concerns about the execution of their trading orders, such as the open / close direction, please follow these steps:
Step 1
Collect the following information from the client:
- Trading Account Number
- Position ID (Order Number), if a position is affected
- Time period when the issue occurred
- Screenshot / Video Clip of the issue
- Detailed description of the problem
Step 2
Send the collected information to trading@vtmarkets.com
Step 3
Wait for the investigation result
Kindly refer to the following examples to collect the required information for investigation.
Example 1
The client with login 8000000 has concerns about position #1000, which was not closed at the set S/L price but instead triggered the S/L at 13:00 on 2024.04.23.
The information provided should be:
1. Trading Account Number: 8000000
2. Position ID (Order Number): 1000
3. Time: 2024/04/23 13:00
4. Screenshot / Video Clip: Screenshot of the position details in the account history
5. Description in detail: The client's position was not closed at the set S/L price, but the position was closed by the S/L.
Example 2
The client with login 8000001 complained that MT4 was not working for a couple of minutes. The client could not make any trades, but could still see the market prices moving.
The information provided should be:
1. Trading Account Number: 8000001
2. Position ID (Order Number): None
3. Time: 2024/04/23 13:00-13:30
4. Screenshot / Video Clip: Video clip showing the client cannot use MT4
5. Description in detail: The client logged into MT4 but was unable to open or close any trades. However, the client could still check the price chart normally.