Resolved
When the position was liquidated, it was not automatically closed when the advance payment ratio reached 20% as stated by the platform customer service.
Object 
XM
Issue
Scam
Requirement
compensation
Amount
$0(USD)
Time
26day14hour
Mediation Progress
Hong Kong 2024-02-13
Solved after user's confirmation 
LUSHANLONGFEIXIANG
LUSHANLONGFEIXIANGUnited Kingdom 2024-02-02
Reply XM
尊敬的客户，
您好，首先感谢您选择XM和对我们的支持！
您的XM MT4/MT5账号为：10144835，对于您的投诉，我们第一时间反馈相关部门核实查看，经核实后，回复如下：
首先，XM是抛单模式，所有客户的订单都是在市场价格上成交。您投诉的单号是#106886870，#106887482，#106888072，共计交易了3标准手空单GOLD#。您的订单在平台时间12月4日01:25分因预付款比例不足导致爆仓。
其次平台爆仓比例是20%，即您的账户的预付款比例低至20%会爆仓（预付款比例 = 净值/已用保证金*100%）但是20%只是一个界限，当市场行情波动较大的时候，您账户净值也会随之有较大波动，预付款比例也会随之波动（例如：从预付款比例100%一下波动至10%，甚至会出现负预付款比例情况），经核实，您三笔都是由于预付款比例不足导致爆仓；针对XM保证金与强平标准，您也可以参考官网说明：https://www.xmforextraders.net/cn/margin-and-leverage 。
最后，再次感谢您对XM的理解和支持！如果您有任何疑问，也欢迎您随时进入XM官方 https://www.xmforextraders.net/cn/ ，点击右下角的绿色问号标记联系客服，XM 提供周一至周五24小时在线客户支持 ，我们非常乐意为您服务。
致谢
Reply
Hong Kong 2024-01-18
Contact Broker 
WikiFX Overseas Customer Service
WikiFX Overseas Customer ServiceContact Broker
Hong Kong 2024-01-18
Verified 
WikiFX Mediation Center
WikiFX Mediation CenterVerified
Hong Kong 2024-01-17
Start Mediation LUSHANLONGFEIXIANG 
LUSHANLONGFEIXIANGI asked XM official website customer service what percentage of the prepayment ratio XM account will liquidate when it reaches 20%. The balance of 10,404.63 US dollars in the XM account immediately became 0 when the position was liquidated. The liquidation was not liquidated when the advance payment ratio reached 20% as stated by the XM official website customer service. I asked XM platform to compensate my account for remaining funds after liquidation the when the proportion of advance payment reached 20%.
Start Mediation
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