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 Frequently
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Customer Support
Frequently Asked Questions
Customer Support
Why does the spread increase in the evening and on weekends?
The spread of any currency pair is based on the liquidity available on the open market.
When the markets close in the evening and on the weekend OANDA still allows you to trade, but
must increase the spread to accommodate the risks associated with high volatility and low liquidity.
Spreads are generally tightest during the overlap of trading hours among the major FX market
centres: London, New York and Tokyo. For non-major currencies the market hours of that nation
impact the spread as well.
Why was my order triggered when it appears that its execution price was not
reached?
The FXTrade platform will never trigger an order if the execution price has not been reached.
If you are using the Close Price, Candlestick, HLOC, or HLC chart overlays your order may appear to be
out of bounds. Please make sure you are using the Min-Max chart view when examining your trades. If you
still
feel that your order was executed incorrectly, please contact Technical
Support
and indicate the ticket number of the order in question.
Can I go long and short at the same time?
It is not possible to hold long and short positions at the same time. We are considering revising this policy,
but
cannot confirm if and when this will happen.
If you wish to simulate this behavior, you are encouraged to open a sub-account under your primary account. To
request this, please contact us and include your username and
account ID in you request.
I just closed a trade for 100 PIPS profit, but my account balance barely changed,
why?
On the FXTrade Platform, 1 "lot" is equal to 1 unit of the base currency (i.e. 1 EUR/USD = 1 EUR).
As such, a 100 PIP profit on 1 unit of EUR/USD is only $0.01. (For reference 10,000 units of EUR/USD makes 1 PIP
= $1).
We have a Profit Calculator
that you can use to decide on how many units you want to trade.
What does "Order Cancel (BV)" mean?
BV means "Bounds Violation". It occurs when a customer places an order
to be filled within a given price range -- specified using the Upper and
Lower Bounds option -- and that range is not met. This generally occurs
when order bounds are set very tightly, and the rates move beyond the
execution price, outside the Upper and Lower Bounds.
My limit order was triggered, but it was cancelled with this message: "Order Cancel
(NSF)". Why?
NSF stands for Not Sufficient Funds and means that your order could not be filled because there was not enough
margin available in your account.
Are Stop Losses and Limit Orders executed at the specified price?
OANDA's FXTrade system does not necessarily give you the rate you see on the user interface when you issue
an order. FXTrade gives you the market rate that exists at the time your order arrives at the
server. This is described in our documentation, including
"Understanding FXTrade Orders".
You can protect yourself against unexpected price movements by setting upper and lower bounds to
your order so that the order gets executed only if the price at the server lies within the bounds.
We have statistically analyzed the prices at which orders are executed relative to those expected. Overall, 80% of
the orders are filled exactly at the expected price. The other 20% lie largely within 1 or 2 pips from the
expected
price and are equally distributed on both sides.
Why is my other rate source different from the rates on FXTrade?
Different sources will always quote different price levels. When variability in the
spread is considered, it is certain that most sources will differ from each other at any given time.
We counsel our users to use external rate sources as a general guide for price levels, but that they
should never be used as a direct price comparison to FXTrade prices, which are always considered to be
authoritative.
What time do the bars on the "1 day" interval open/close?
From November to March, the daily close is at 11:00PM EST.
From April to October it switches to Midnight, 12:00AM EDT to accommodate Daylight Savings Time.
How do I calculate Interest?
Our FXMath suite of tools includes an
interest calculator that you can use.
If you would like to learn how interest is caculated, please see our
Understanding FXTrade Interest
Calculation
document.
How do I submit a bug report or send feedback?
Technical support can be contacted by filling in the following bug report form.
In order to facilitate a prompt response from our support team, please try to provide as much information as
possible.
Please use the following link for general feedback and feature requests.
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