Thread: FXCM micro service down?

I am unable to log in through the webpage, the trading station II application or on my blackberry... I get this message: "A system error has occurred. Our technical support team are aware of the issue and are working to resolve it. We apologize for the inconvenience."

The issue started while I was in the trading station, i placed a trade and it never executed... just was in the log as "processing..." and then the program said it lost the connection. Now i'm completely unable to log in.

Same thing here...only I get "The request has timed out." message on TSII.

Same here when i rebooted the platform I get an error saying "the handle is not in the correct state"

Well I can log in now, but it is not accepting any trades.

I neither can't connect. It says: operation could not be performed because the handle supplied is not in the correct state. And also can not login to MyFXcm.
I wonder if this happen often cuz I just open the account 3 weeks ago.

Well, hell... apparently it IS placing trades, but it does not acknowledge back to the application that the trade was placed or executed... i sold EUR/USD short 10k in two orders (total of -20k), nothing happened so I closed the app and figured i'd restart it, opened it up and I had -20k EUR/USD... when I tried to buy to take profits, i clicked buy 20k, nothing happened.. my PL was going down so I thought I had missed the button and I clicked buy again... still nothing. Closed the app and re-opened and it apparently HAD closed my short and then actually BOUGHT EUR/USD... not what I wanted to happen there

i now had to take a loss because of that malfunction. Anyone else having the same issue?

When i had the problem I started a chat and an automatic message pop up with this link: FXCM Platform Status Center – FXCM Support Portal.
When I check it it says that if you entered a trade an it does not appear, that was better if you do not try to enter it again because it could be duplicate. But now that page says the login problem is solve and the info does not appear any longer.

Ktavera I'm sorry your trade did not came out the way you expected. I think I'm gonna skip trading for this afternoon, so I can give the station problems some room to breath.

Hello Everyone,

I first want to apologize for the login issues we encountered yesterday. Within an hour or so, the issue was resolved and trade execution was up and running again. If you were still encountering issues after the fix was made, a quick logout and log back in should have resolved the issue completely. Please let me know personally if you are still facing difficulties placing trades by emailing me at rob@fxcm.com.

If you had open positions that you were not able to manage due to the login issue and your account was negatively affected, please fill out a trade audit form by clicking here. A full investigation will be conducted and you will be contacted by our Audit Resolution team to discuss the findings.

Let me know if you have any further questions. Thanks and have a great day!


Rob

myfxcm.com isnt working? I want to deposit funds and adjust my leverage but i cannot access the myfxcm.com from the web and my trading station brings up an error message about the server when i click 'my account' 'deposit funds' or 'support'????

Hi walker93,

Welcome to the Forum, and thank you for your post! Allow me to answer this for you.

Why is MyFXCM.com not working? Why are my buttons not working on my platform?

I want to apologize for the inconvenience that you faced. The site and platform should be fully operational during trading hours (Sunday 5:15pm - Friday 4:00pm ET). However, during the weekend, there may be times when the website is brought offline for maintenance to our servers. When you were attempting to access your account on MyFXCM.com last Friday, the servers were down for weekend maintenance. As soon as the servers were back up, all operations came back online. Please let me know if you are still having difficulty getting into the MyFXCM.com website at this time. We have had no reports of errors.

Let me know if you have any further questions, and again, welcome to the forum!

Rob
rob@fxcm.com

Originally Posted by walker93

myfxcm.com isnt working? I want to deposit funds and adjust my leverage but i cannot access the myfxcm.com from the web and my trading station brings up an error message about the server when i click 'my account' 'deposit funds' or 'support'????

This PM the boxes for entering a stop loss and a limit are completely gone from my trading platform. I set them this morning & when I checked on my trade this evening, they were gone and there is not an option to set them. Can anybody explain this? thanks

same thing here, I could log in but cannot place anytrade!

i cannot access the client portal now, is the site down or what?

Hello Carole Volf, chickcap, and thank you for your post! Since you had the same issue, I will respond to you both in this post.


I was not able to see, place or modify stops and limits on my platform. What happened?

On the evening of Wednesday, June 29th, FXCM was undergoing a technical issue where clients were not able to see, place, or modify stop and limit orders. During this time, any stops and limits that were attached to existing positions were still being held on our servers. If you were to have run a report by visiting MyFXCM.com (MyFXCM.com FAQ) you would have been able to see them. If the market reached the level of any stop or limit during that time, those stop or limit levels would have still functioned as they normally would. All issues were resolved that same evening by 11:30pm EST and the columns reflected on platforms after that time. FXCM sincerely apologizes for any inconvenience experienced during that time.

We admit that no system is perfect and it is very possible for technical issues to occur. When these issues do occur however, FXCM not only prides itself in resolving these issues in as fast and in an efficient manner as possible, but we also do everything in our power to make sure that issue does not occur again. This is the first major technical issue we have experienced for quite some time.

FXCM clients place millions orders per month of which the vast majority of are executed correctly. I point this out in order to share the confidence we have in our platform. When a technical issue does occur, no matter how small or large, we believe that a client should never be at fault when these things happen. That is why we have an audit committee that can review your trades whenever you have an execution inquiry. If you were in fact negatively impacted as the result of a technical issue on our end, we would be more than happy to make the proper adjustments to your account. If there is no execution error present for your trade(s), then we are also more than happy provide a full detailed explanation of why that is.


I believe that there was an execution error on my platform that was the result of a technical issue on FXCM's end. What can I do?

You can submit a trade audit to have the case reviewed by clicking here.

Please fill out all the information requested, including ticket numbers, a description of what occurred, and what you would like the outcome of the resolution to be.



If you were negatively impacted as the result of a technical issue on our end, we can make the proper adjustments to your account. Once you submit the complaint, please allow 3-5 business days for the audit team to come to a resolution. Once the audit team reviews the case, you will receive an email with their findings.


How can I ask you a question privately if I don't want to post my question on the forum?

At FXCM Micro, protecting your privacy is of the highest importance. When you have a question that includes:

*Account Number
*Full Name
*Home Address
*Phone Number
*Specific Account Information

Please refer to http://www.forexmicrolot.com/forex-answers.jsp to post your questions.


How do I post questions?

If you cannot find your specific question on the site please scroll down to the portion that reads "Please Complete the Form Below"

From there please choose the type of question you would like to ask.





Once you have chosen the type of question you would like to ask please fill out all the required fields and click "Submit".





An FXCM micro representative will be more than happy to answer any questions you would like to ask.


How can I find out if FXCM is in fact undergoing a technical issue?

Feel free to visit the FXCM Platform Status Center any time you would like to view real-time updates about FXCM's platforms or services. You will see a "Currently all FXCM platforms are fully operational." message if everything is working as it should be. If not you can refer to this site for real time updates, and you should also be able to submit any trade audits if necessary.


What else can I do if I am not able to manage my position directly from the platform?

If you are not able to manage your position online, then we encourage you to call the trading desk. You can place trades by phone without any additional fees. Before contacting the trading desk, please have your account number and the details of the order you would like to place (buy/sell, order size and symbol).

International Forex Trading: +1 212 201 7300
Toll-Free Forex Trading (US ONLY): +1 866 600 FXCM (3926)

Please click here for more information about the Forex Trading Desk phone etiquette.


Thank you again for your posts Carole Volf and chickcap! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by Carole Volf

This PM the boxes for entering a stop loss and a limit are completely gone from my trading platform. I set them this morning & when I checked on my trade this evening, they were gone and there is not an option to set them. Can anybody explain this? thanks

Originally Posted by chickcap

same thing here, I could log in but cannot place anytrade!