Why Was My Order Rejected, or Filled at a Different Price?
Two different things get reported the same way — "my order didn't work". One is a rejection: the order never reached the market. The other is slippage: it reached the market and filled at a price different from the one on screen. The causes and the rules are not the same.
How your orders are executed
"The Company transmits Client orders to external liquidity providers for execution on an agency basis." — Order Execution Policy V5, section 2.3
"The Company uses reasonable efforts to obtain the best possible result for its clients when executing orders ('Best Execution'), taking into account price, costs, speed, likelihood of execution, and other relevant factors." — Order Execution Policy V5, section 1.2
Note the wording: reasonable efforts, weighed across several factors. Best Execution is not a promise of the best visible price on any single trade.
Why an order is rejected
"All incoming orders undergo automated pre-execution validation. The Company reserves the right to reject an order without liability where prices fail spread, deviation, or latency thresholds, or where an order breaches active Trader Guard or account drawdown limits." — Order Execution Policy V5, section 5.2 (Rejections and Pre-Execution Quality Checks)
In plain terms, an order is refused when one of these is true:
🔹 The quote moved too far between your click and the check (deviation threshold).
🔹 The spread at that instant was outside the accepted band.
🔹 The round-trip took too long (latency threshold).
🔹 The order would breach a Trader's Guard rule you enabled, or the account's drawdown limit.
🔹 The instrument is closed, or the account is locked or restricted.
The Client Agreement adds: "The Company accepts no liability for financial loss or missed opportunity resulting from an order rejected under this Section."
Why a fill differs from the price you saw
Prices move between the moment you send an order and the moment a liquidity provider fills it. That difference is slippage, and it runs in both directions — sometimes better than requested, sometimes worse.
"The Company shall not be liable for any difference between the expected price and the executed price under any circumstances." — Client Agreement V7
The same applies to protective orders. A Stop Loss or Take Profit may execute at a different price because of slippage or a market gap — a Stop Loss is a trigger to send an order, not a guaranteed exit price. Over weekends and holidays, and for cryptocurrency which trades while fiat markets are closed, gaps are larger and slippage is more likely.
What to check before raising it with us
1. The exact time of the order, and the instrument.
2. Whether a Trader's Guard rule or the drawdown lock was active — see Violation History.
3. Whether news, a session open, or a weekend gap fell at that moment.
4. Whether the account had free margin for the position.
Send those details and support can trace the order. What support cannot do is re-price a filled trade or waive an execution rule.
If you disagree with an outcome, section 19 of the Terms & Conditions sets out the complaint procedure.
Sources: Order Execution Policy V5, sections 1.2, 2.3, 4 and 5; Client Agreement V7; Risk Disclosure V6, sections 4 and 7. Published 9 September 2026. This article summarises those documents for convenience — where it differs from them, the signed documents prevail.