Frequently encountered problems with orders

There are 3 types of scenarios for orders.

1. Why the buy/sell order is still not filled

When the market price matches the pending order price, the system will automatically fill the order. Please note that the difference between the buy/sell pending order price and the market price has caused the pending order to remain unfilled.

You can cancel the order and re-place it at the market price for a quick fill, or place it at the market price.

2. Orders cannot be cancelled

Once a trade order is executed, it cannot be cancelled. Only pending orders can be cancelled.

3. Buy/Sell orders are completed, but no balance is credited or deducted

You can click "Contact Customer Service" in the Help Center, please provide the following information, and we will get back to you as soon as possible after investigation.

• Account ID

• Currency of purchase/sale

• Transaction amount

• Buy or sell order transaction TxID