If a trade closed differently from what you expected, start by checking the recorded prices, then ask us to verify them. Every trade is settled on prices we record from the feed at the time, so there's always something concrete to look at, and we're glad to go through it with you.
Check the trade first
- Open the trade in your history. On the trading platform, the History tab under the chart shows your last 20 trades. For the full record, sign in at my.zentrader.com and open Transaction History. Both show the entry price, the closing price, the expiry time, the trade amount and the payout, and for TOUCH and SPREAD trades the line your trade was judged against. See How to check a trade's closing price.
- Check how that trade type is decided. HIGH/LOW compares the price at expiry with your entry price, and a price exactly equal to your entry loses. TOUCH wins the moment the price touches your line. SPREAD has to finish beyond your line. See What decides whether my trade wins or loses?
- Compare like with like. Our chart shows the mid price, while many charting apps show the bid, so their line sits slightly lower than ours. Every broker uses its own feed, so small differences at the same moment are normal. The price that counts is the one on our chart and in your history. See How are Zentrader's prices set?
Ask us to verify it
If the numbers still don't add up, contact us through the chat while signed in to your account, and give us:
- the trade ID from Transaction History, or a screenshot of the trade;
- what you expected and what you saw, for example the price you saw on the chart at expiry.
Our trading desk then checks three things: the quotes we received from the price feed for that asset around your entry and expiry times, the same data with the feed provider where needed, and whether your entry and closing prices are consistent with the market at that moment. We send you the recorded prices with an explanation, usually within one business day. If we find an error on our side, we put it right.
Common explanations
- The entry price isn't the price you clicked at. If the price has moved a little by the time your order reaches the platform, the trade fills at the new price. If it has moved a long way, the order is rejected instead. See My trade didn't go through.
- The closing price was taken at the exact expiry time. A move a second later doesn't count.
- You closed the trade early. Then the result is the quote you accepted when you closed it, not the price at expiry. See Can I close a trade early?
- A HIGH/LOW trade finished exactly at your entry price. That counts as a loss, on every asset.
If you're still not satisfied
If you disagree with the result of our check, you can make a formal complaint and we'll look at it again. See How to make a complaint.
Related: How are Zentrader's prices set? · What decides whether my trade wins or loses? · How to check a trade's closing price · Where can I make a complaint about a trade or service received?