Dear client, first of all, thank you for choosing XM and for placing your trust in us! Regarding the complaint about your account, we promptly forwarded it to the relevant department for an in-depth investigation and provide the following response: Concerning your trading issue, the relevant department has confirmed that due to a failure in the data centers of major global exchanges, Liquidity for multiple financial products worldwide was impacted on November 28, resulting in brief periods of untradeable conditions. Upon receiving this information, the relevant department immediately took measures to minimize the impact of this global issue on platform clients. We sincerely apologize for any inconvenience this incident may have caused to your trading experience and appreciate your understanding. Please note that this situation was due to a global market issue and not related to the platform’s servers. Regarding the Order issue you reported: you traded a 0.01-lot gold sell Order. For sell positions (short orders), the opening price is the "Sell\" price, while the closing price is the \"Buy\" price. Since the chart displays the \"Sell" price, the real-time Spread must be added to calculate the execution price (Buy price) of your stop-loss Order. The stop-loss price you set was 4173.75. The Order triggered stop-loss liquidation at 13:07 (platform time) on November 28, 2025, with a liquidation price of 4173.76. The relevant department verified that your Order was executed at the prevailing market price at that time.

Severe slippage, stop-loss not triggered, and unable to close positions manually.