Questions or Concerns About Your Trade Execution?

If you ever have an issue or question regarding the opening or closing execution price of a trade, we are here to help. Below are some key details about how our price feed works and what steps you can take if you have a query.

Price Feed Transparency

1. Independent 3rd Party Price Feed Source:

   • We use independent third-party sources for all forex, indices, stock, and cryptocurrency assets to ensure the integrity and accuracy of our price data. For detailed information on specific price feed providers, please visit our Trading Conditions page.

2. Mid-Point Pricing (No Spread):

   • Our pricing model is based on the midpoint between the BID and ASK prices, calculated as (BID + ASK) / 2. It's important to note that many common charting providers display only the BID price, which may differ slightly from the midpoint price used for trade execution.

3. Handling Market Volatility:

   • During periods of market volatility, we can receive up to 25 quotes per second for each trading symbol. In such cases, the BID-ASK spread may widen significantly, reflecting the increased market uncertainty.

4. Execution Speed:

   • We pride ourselves on fast execution, with 90% of trades being executed within 50 milliseconds at the requested price.

Have a Question About Your Trade?

If you still have questions or concerns about a particular trade, we are always happy to assist. Here’s how you can provide us with the necessary details to investigate:

1. Locate the Transaction ID:

   • In your Zentrader Dashboard, go to Reports > Transaction History and find the Transaction ID of the trades in question.

2. Contact Our Support Team:

   • Provide us with the Transaction ID(s) and a brief description of your concern. Our team will then:
     • Check the price feed logs and data received for the specified trade.
     • Verify the data with our third-party price feed provider.
     • Ensure that the execution price aligns with the overall market conditions at the time of the trade.

We are committed to ensuring that all trades are executed fairly and transparently. Your satisfaction is our priority, and we appreciate your trust in Zentrader.