We’re currently working on compensating all the accounts which are affected by the spikes. We want to assure you that we will review case by case every affected account & reimbursement will be issued. We’ll need a few more hours to resolve this!
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@Martin thank you so much, you’ve made the necessary changes and my account now shows the correct balance. You can close my support tickets 
I’m facing the same issue where LLYOD made a random dip as well. I have contacted the support. However, they have yet to get back to me on this matter as well. Kinda seems like I’m being forced to trade without using a stop loss on this platform to prevent this from happening to me… thinking of all the loss of opportunities to close my trade here…
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Is this something specific to this platform then and something that is not ok? If somebody has been a bit naive and assumed this was normal, would they have to go back through many months/years of CFD trades to try and prove it, or will the platform be able to pay back any losses now it’s been identified as a real issue?
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Hi Martin, that is good to know and thank you for that announcement. I don’t think I have a ticket number so will my account also be reviewed and corrected or do I need to put in for a support ticket?
Exactly, I remember when I first started out trading using this platform a few years ago it happened to me once but I can’t remember the exact date and which trade it was. However, what I can guarantee is that this is not the first time this has happened. At that time when I just started out, I didn’t think much of it as I wasn’t equipped with the knowledge to check the result against other charts so I just assumed that this is what the chart shows so this must be accurate…
Any news on compensation
Please bring back the state of our accounts state and compensate. AAL, LLOY
The least you can do is keep us informed on how long fixing the problem will take. Lost time is lost opportunity.
I am using 3 platforms and I started trading on here CFDs only this week. did not see this happen on other platforms. No spikes as well. Plus so much time to fix the problem and compensate
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Reports of peoples accounts being reimbursed already so it’s just a matter of time before our own are seen to think of it as waiting in line at the supermarket. The teller (support) is working as fast as they can to clear the line (us). Some are in front some are behind but we are all in the queue
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I think we understand what you mean but then again when it comes to money and lost opportunities it will be very difficult to compensate us if the wait is going to be like a week or so…
At least give a statement on like an estimated duration that we are required to wait before we get noticed instead of letting us wait anxiously with no news on whether we will be even be served.
If users are getting compensated.If people who already had it fixed come forward and transparently tell us how it was done
- Losses of the spike are compensated?
- Do we get back the position at the same level or closed or in same state (state means difference or profits are the same from before the spike) ?
They more than likely won’t be able to give you back a position, as they would have to buy the market and hope that they would get it at the right price.
So, i’d count on getting back the amount in cash, added to your available funds.
They have stated on another post that they are compensating on a case by case basis.
Mine does say pending still so it might well be able to reinstate position. If not, funds reimbursed I’ll be more than happy
I have tried to contact several people in several avenues and still no reply, this is my last option!!! As you are aware a lot of people lost a lot of money incorrectly yesterday afternoon and there positions were closed! This has also happened to me!! I have been credited with roughly £1000 however this still doesn’t meet the amount of money lost from a few other positions and only covers 1 position that was affected rather than several!!! LEAVING ME OUT OF POCKET FOR YOUR MISTAKE YOUR END! nor doesn’t answer my questions as to what happens to the positions which should never have been closed automatically!!! The money in the difference lost with all of them what about them? MY STOP LOSSES WERE IGNORED, PRICES INCORRECT, AND POSITIONS INCORRECTLY CLOSED due to the fall from this ‘technical glitch’… I feel if I cannot speak to someone soon I will have no choice but to inform the FCA. I have tried to email, I have tried to ring, I have tried twitter! Your customer service has been shocking! Someone please answer me!!!
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It says pending even for my closures last week. Not sure what it mean.
We’re working to resolve this and our team will reach you. You may be certain that every single case will be reviewed & it will have a fair outcome.
Edit: @Hazmark1 should be all sorted out now.
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I just want to write this to reassure people they are sorting this out.
The money you receive should take you back to the level you were at with your trades live. For example if your account was worth £2000 and your live trades at the time it happened £500, = £2500, they will/should re-reimburse your account to that level. I can confirm this has happened to me. I know its easy to say now I’m sorted but i have spoke to one of the team and they are working through every account.
They cannot legally reopen positions from what I’ve found out so that is not an option.
Also from what i can see, a majority of the effected instruments have dropped their guts today, so I’m going to suggest that having your account reimbursed to yesterdays level is actually better than having your positions re-opened. Just pretend you’ve sold and buying in the dip 
To close off I can assure you they are sorting this out.
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@Hazmark1 It’s normal that all positions are affected since the cash balance of your account is negatively affected - we’re very sorry about that. Unfortunately, we can’t reopen closed positions.
Cash-wise, everything’s sorted out. As reiterated time & time again, no one we’ll be left footing the bill, that we can guarantee.
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SORTED THANKYOU!!!
Can I suggest putting a tweet or something somewhere where people can see and be reassured or send a generic email informing them so people can stop panicking!
Back to being happy!
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“…this in-depth look excludes any potential profit opportunities.”
I’m interested to know what this means exactly. I closed a position which should have been 350 profit, but closed as minus 550. Of course I expect a refund of the 550 and understand and appreciate everyone at T212 is working hard behind the scenes. I also don’t expect my position to be reopened, though I would expect I am also reimbursed at the correct price the stock was at at my time of closure, i.e. my profit.
Can anybody confirm this will occur? @David