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Resolved
The market fluctuates, the server PC and the mobile phone are all dead. Even though a stop loss has been set, the market doesn't stop loss except gap market.
Object 
Exness
Issue
Severe Slippage
Requirement
compensation
Amount
$315(USD)
Time
45day19hour
Mediation Progress
Hong Kong 2023-07-10
Solved after user's confirmation 
ZHUOZHUO9640
ZHUOZHUO9640Cyprus 2023-06-26
Reply Exness
Dear customer, with respect to your problem, you can send the detailed information to platform 24-hour customer service for help or email the official customer service, support@exness.com (ensure a correct address), with your registered exness email. If you contacted us before, please still reply by email or reach out to official 24-hour online customer service for help. Thank you.
Reply
Hong Kong 2023-05-26
Supplemental Materials ZHUOZHUO9640 
ZHUOZHUO9640The market keeps fluctuating. And I notice that the market quotations are displayed normally on other platforms and trading trend software. So the failure of closing a position wasn't caused by price gap. Within 5 minutes, the server failed to be connected and positions couldn't be closed automatically although the stop loss price was triggered.
Supplemental Materials
Hong Kong 2023-05-26
Contact Broker 
WikiFX Overseas Customer Service
WikiFX Overseas Customer ServiceContact Broker
Hong Kong 2023-05-26
Verified 
WikiFX Mediation Center
WikiFX Mediation CenterVerified
Hong Kong 2023-05-25
Start Mediation ZHUOZHUO9640 
ZHUOZHUO96401. Just now the market fluctuated and the server crashed. The mobile phone and the PC could not be connected at the same time, so the position could not be closed in time. price as closing price 2. After the market started to fluctuate again, the stop loss was not stopped in time according to the set stop loss position; instead the closing price was based on the instantaneous price when the PC terminal connected to the server
Start Mediation
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