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Frequently asked questions
What are OANDA’s hours of operation?
Our hours of operation coincide with the global financial markets. In Asia, trading is available from approximately 6am Monday to 6am Saturday (Beijing time). Please note: these times are subject to change during daylight saving time and certain public holidays.
What is margin trading?
Margin trading allows you to trade without depositing the full value of the trade that you wish to open. One of the benefits of margin trading is that you could potentially generate large profits relative to the amount invested. On the other hand, margin trading could also result in significant, rapid losses to your capital.
Why didn't my trade execute?
Below are the three most common reasons why your trade was not successful:
1) ‘Bid’ or ‘ask’ price did not reach your specified target: the most likely reason why your trade did not execute is because the applicable market price has not reached the price you specified. This is because the chart you are viewing may not be showing the type of price applicable to your trade. On the platform, the charts only show the bid price, not the ask price. A long (buy) trade will open at the ‘ask’ and close at the ‘bid’ price. A short (sell) trade will open at the ‘bid’ and close at the ‘ask’ price.
2) Insufficient funds: if you are placing a market order, the platform will tell you right away if you do not have enough money (free equity) to place the trade. If you are trying to place a pending entry order, the platform will not stop you from placing the order if you do not have the current margin (free equity) necessary but the order will fail to execute if you have not increased the free equity on your account when the pre-specified entry price is reached. You can view the margin requirements per instrument on the margin rates and leverage ratios page.
3) Take profit or stop loss was set too close to your order price: the third reason your order likely did not trigger is because your take-profit or stop-loss order was set too close to your order price. A valid take-profit and stop-loss order must be placed further away than the current spread on the financial instrument that you are trading. As the spread can increase during news events or when the market is volatile, we recommend your take-profit and stop-loss orders are set at a point further away than the maximum spread for the instrument that you are trading.
How do I contact OANDA to look into a trade or order?
Whenever you have questions about your trades and/ or orders, we are happy to assist. Below is information that will help you with this process.
Please submit all the relevant information about your trades and/ or orders, so that we can investigate and provide you with a detailed analysis. You can do this by clicking on and filling out the Trade enquiries form. Once it is downloaded and filled out, you can then email it back to us.
Please submit the form using the following format:
- Email the form to email@example.com
- In the subject line include: "Trade investigation" followed by the instrument involved, for example: EUR/USD, UK Oil and UK 100 or XAU/USD
- Attach the corresponding form.
To ensure accurate and speedy processing, please provide as much information as possible about your trades or orders such as those listed below:
- Your account ID number (for example, MT4 account ID 7654321)
- The trading platform used at the time, such as MT4. Also, which medium you used to access the platforms such as desktop, mobile, web or any third-party system.
- The order ID of the trades or orders involved
- The instrument(s) involved
- The time and date of the transaction
- Please describe the issue with your trades or orders
- Screenshots of your platform regarding the trades or order
- What remediation or assistance you would like us to provide.
What is the average response time?
As trade inquiries vary in their complexity, so too does the time it takes to respond to these inquiries. However, you should receive a response in two to five business days.