1. Unable to place an order in the spot markets
To solve this issue, contact our online customer support and request assistance from a senior specialist. You will need to provide a valid email address where the specialist can reach you. Typically, responses are sent within 24 hours via email, so be sure to check your inbox.
2. Price higher than other platforms
HTX market prices are set by users' buy and sell orders. These prices vary due to supply and demand dynamics, with no interference from the platform itself. Typically, higher buying activity drives prices up, while higher selling activity causes them to drop. Trading digital assets comes with high risks due to significant price volatility. Please fully understand all the risks and make prudent decisions before trading.
3. Stop loss/take profit order reaches trigger price but not executed
1) Check your stop loss/take profit settings to ensure they truly meet the triggering conditions.
2) If the conditions were met but your order was not triggered, contact our online customer support for assistance by providing your UID, trading pair, order size, and relevant screenshots.
4. Order automatically canceled
If the counterparty’s price deviates more than 10% from the last traded price, a market order will be automatically canceled upon submission.
Explanation: When placing a market order, it is executed at the best available price on the order book. If the best price exceeds 10% of the last traded price, the system cancels the order due to price restriction rules.
5. Trading fee charged abnormally
Please contact our online customer support for assistance by providing your UID, trading pair, order size, and relevant screenshots.
6. Unable to download trading history
1) Switch networks, refresh the page, and attempt to download again.
2) Use a different platform (e.g., switch from the app to the website).
3) If the issue persists, contact our online customer support and request assistance from a senior specialist. You will need to provide a valid email address where the specialist can reach you. Typically, responses are sent within 24 hours via email, so be sure to check your inbox.
7. Unable to receive trading records
Double-check your email inbox to see if you received the records. If not, contact online customer support and request assistance from a senior specialist. You'll need to provide your valid email address, UID, trading pair, order size, and relevant screenshots. You should receive a response within 24 hours.
