Filing a Trading Inquiry
At FXCM, we strive to provide our customers products and services that are resourceful to meet their needs. If we fail to meet your expectations, or you have a specific inquiry or concern that requires a formal review, you are encouraged to file a trade inquiry. Before you do so, please review the top questions and answers on trade execution.
Top 3 Inquiries on Trade Execution
What is slippage and why does it happen?
Slippage is a factor when trading any financial market.
Slippage occurs when the market gaps over prices or when available liquidity at a given price has been exhausted. Market gaps normally occur during fast moving markets when a price can jump several pips without trading at prices in between. Similarly, each price has an available liquidity. For instance, if the price is 50 and there is 1 million available at 50, then a 3 million order will get slipped, since 3 million is more than the 1 million available at the price of 50.
Slippage can be negative or positive.
Why does my trade execution not match what I’m seeing on the chart?
You can change the time zone on your charts by clicking on System, Options, and General Trading. Edit the "Time Zone" drop down and click on Apply.
The time displayed in the account statement depends on the server. If you run a combined account statement through Trading Station, TS Web or myfxcm.com, the time displayed will be:
- AUD accounts in Sydney time
- USD, CAD, CHF, NZD and PLN accounts in New York time
- Hongkongreal and HKDReal01 accounts in Hong Kong time
- JPY accounts in Tokyo time
- EUR and GBP accounts in London time
Why did my trade open/close?
At the top of your trading platform click on the Report button to view your Combined Account Statement. On the statement the "Condition" column indicates the order type that closed the trade. The "Created By" column indicates where the order originated. For example, if the trade was created via a market order from your login credentials, you will see "Mkt" in the "Condition" column and your account number will be listed in the "Created By" column. If trades were closed via Margin Call you will see "MC" in the "Condition" column and the FXCM server name will be listed in the "Created By" column.
If the above items do not address your inquiry or you would still like an individual review of your account, we encourage you to file a Trade Inquiry Form. Our team will review the specific elements associated to your query, and will provide you with a prompt response on the elements requested. FXCM takes these matters seriously to improve our products and services, and alleviate any concerns expressed.
The Trade Services Team will then contact you as soon as possible with a resolution to the inquiry. In the meantime, please manage the trade as you see is appropriate.
Please note that all fields are required to submit an inquiry. To expedite the processing of your inquiry please provide an accurate amount disputed. Your cooperation is greatly appreciated. When completing the "Amount Disputed" field, please only use numbers, periods, or commas. Using characters other than those may result in an increased time processing your request.
Please complete the form below
Click the button below to be redirected to the form.
To obtain the ticket number of a trade, click the "Report" button at the top of the FXCM Trading Station, and select the dates showing the timeframe you would like to select. The ticket number column is on the left of the report. Each trade has a corresponding ticket number that is 8 digits long.
To review execution risks and steps to manage them click here.