Purpose
This guide explains common member-facing reasons an order may be rejected, delayed, or canceled, and what to check before trying again.
Key Concepts
- Some order failures are caused by account state, such as insufficient available balance.
- Some are caused by market state, such as market close or quote unavailability.
- Some are caused by product rules, such as lot step, price tick, leverage, or exposure limits.
- Member guides should avoid raw internal codes and use plain explanations.
- A TP/SL validation issue can cancel only the TP/SL attachment while leaving the parent Market or Trigger fill valid.
Common Reasons and What to Check
Not enough available balance
Your Available Balance may be too low for the required margin, fees, or current market movement.
Check:
- Available Balance
- order size
- leverage and margin requirement
- open position losses
Market is closed or trading is limited
The symbol may be outside trading hours, in maintenance, rollover, or close-only status.
Check:
- market status
- distance to market close
- service notices
Current quote cannot be used
The latest quote may be too old, unavailable, or temporarily unreliable. The order may be blocked, delayed, or re-evaluated when a fresh quote arrives.
Check:
- whether bid/ask is updating
- spread changes
- symbol status
Quantity does not match lot rules
The order quantity must follow min lot, max lot, and step lot rules.
Example:
Allowed: 0.1, 0.2, 1.0 Not allowed: 0.01, 0.05, 1.23
Price does not match tick rules
Trigger price or TP/SL price must follow the symbol's valid price increment.
Product rule is not ready
The symbol's trading rules, margin settings, or quote policy may not be ready yet. Try another symbol or wait until the symbol is enabled.
Leverage or exposure limit exceeded
The order may exceed the allowed leverage, position size, or product exposure limit.
TP/SL value is not valid after execution
If TP/SL was attached to a Market or Trigger order, it is checked again after the actual entry price is known.
For Buy positions:
- TP must be higher than entry price.
- SL must be lower than entry price.
For Sell positions:
- TP must be lower than entry price.
- SL must be higher than entry price.
If a TP/SL value is not valid, the TP/SL can be canceled while the filled position remains open.
Step-by-Step User Flow
- Read the rejection or cancellation message.
- Check account status and Available Balance.
- Check market status and quote updates.
- Check order quantity, trigger price, and TP/SL values.
- Reduce order size if needed.
- Try again after market or quote status becomes normal.
- Contact support with symbol, order time, order direction, quantity, and screenshot if the issue continues.
Cautions and Limitations
- Rejection messages should be written in plain language, not raw system status names.
- In fast markets, a value that looked valid before submission may become invalid by execution time.
- During rollover, unfilled orders or remaining Trigger lots may be canceled according to policy.
- If quote or rule status is temporarily unavailable, retrying immediately may produce the same result.
FAQ
Why was my order rejected even though I had Balance?
Available Balance is based on Equity minus Used Margin, not just Balance. Open losses can reduce Available Balance.
Why was only TP/SL canceled?
The parent order may have filled normally, but the attached TP/SL was no longer valid against the actual entry price.
Why did the system say the market was unavailable?
The symbol may be closed, in maintenance, in rollover, or missing a usable quote.
What information should I send to support?
Send the symbol, order time, order direction, order size, order type, and screenshot of the message or order row.