Dear customer, first of all thank you for choosing and trusting XM us! Regarding your complaint that the platform automatically liquidated your four orders for no reason, we sent this to relevant departments as soon as possible and conducted in-depth investigations. Now we'd like to give the following responses. First of all, your four orders are all trading standard gold short orders, which are: 0.25 standard lot GOLD short order (#161578432), the liquidation time is 15:30:03 platform time on September 4, 2020, and the liquidation ratio is -57.04%; 0.20 standard lot GOLD short order (#161578519), the liquidation time is 15:30:03 platform time on September 4, 2020, and the liquidation ratio is -77.25%; 0.15 standard lot GOLD short order (#161617789), the liquidation time is 15:30:03 platform time on September 4, 2020, and the liquidation ratio is -115.37%; and 0.15 standard lot GOLD short order (#161632523), the liquidation time is at 15:30:04 platform time on September 4, 2020, and the liquidation ratio is -230.54%. Since all you placed were short orders, the short order needed to be closed at the bid price whereas the K-line chart showed the ask price, so the price on the K-line chart plus the current spread is the bid price. XM is a floating spread and follows the STP order selling mode. All customer orders are traded at the market price. Please refer to the actual market price at that time. Secondly, according to the relevant terms and regulations of XM, when a transaction order occupies a margin, the prepayment ratio is as low as 20%, and the system will liquidate (the ratio of liquidation = net value/used margin *100%). In the case of opening positions, the net value displayed on the MT4/MT5 terminal = balance + credit (bonus) ± profit and loss ± overnight interest. To view the XM liquidation standard, please visit the relevant interface of the official website: https://www.xm-china.com/cn/margin-and-leverage. In addition, after detailed verification made by the back office, data on the non-agricultural employment population changed after seasonal adjustments in the United States,and the data was released at that time (see Annex 1 for details, and the screenshots are platform time), which caused market prices to fluctuate rapidly and increase/decrease rapidly where spreads might be widened. At that time, the price of GOLD fluctuated rapidly at 15:30 platform time on September 4, 2020, resulting in a large price fluctuation within one minute. The highest price in one minute on the K-line chart was 1947.45, and the lowest price was 1934.39, which fluctuated up and down 1306 points in one minute (see Annex 2 for details, the second digit after the decimal point is a basis point). Due to the widening of spreads and insufficient funds in the account at that time, the prepayment ratio when your order was liquidated was as low as 20% (you can check the prepayment ratio when liquidation is in the MT4/MT5 account history), resulting in liquidation. At the same time, here is the link of the economic calendar provided by the platform: https://www.xm-china.com/cn/calendar as a reference for you to avoid trading when major news and economic data are released next time. Finally, please control your position reasonably. Since your order is as low as 20% of the prepayment ratio, XM cannot compensate you. Hope you could understand! Thank you again for your support and understanding of XM! Thanks!

My orders of XAU/USD were closed at 1948.49 and 1948.78 last Friday night. However, the highest level of XAU/USD was 1947.35. The spread was five pips and didn’t be changed. I watched the market but my orders were closed at these two levels. I complained but was ignored. I want then to show the evidence that these two levels showed up they didn’t show me and stressed that positions can be closed when it lower than the level then ignored me. Such kind of situation came up more than once. I can’t stand this time.