Our MT4 feed on some “micro” indices went down in the night from November 13th to November 14th, 2019.
NB: the downtime did NOT affect FX pairs, commodities, stocks and cryptos on MT4, and MT5 operated as normal.
This blog post explains what happened and what we did about it.
One of our Prime Brokers had issues with their “micro” Liquidity Provider on STOXX50E, UK100, GER30 and WS30 in the very early European morning.
We worked with them to isolate, then fix the root cause and resumed streaming later in the European morning.
Our Operations Department has proactively reviewed all affected orders. We will pay affected customers wherever a compensation is due. Luckily enough, some of our customers benefited from this incident and made larger profits than they planned!
If you feel any of your orders ought to be reviewed, kindly reach out to email@example.com. As ever, don’t forget to mention your MT4 account number and (where possible), Order ID.
We keep working hard to improve our liquidity, the better our LPs, the lower the chances that this sort of incidents take place.
Please accept our sincerest apologies for the inconvenience and do let us know if doubts remain. We’ll do our utmost to clarify!