1. Why are my funds locked after placing an order?
After placing an order, the required funds are temporarily locked for order matching and cannot be used until the order is completed.
- If the order is filled, the locked funds will be used to complete the trade
- If the order is unfilled or canceled, the unused portion will be automatically released
2. Why is my order not filled?
An order may not be filled if the market price has not reached your specified price or if there is insufficient liquidity.
If your order price does not match the current market price, it will remain in the order book until it can be matched.
During periods of high volatility, prices can change rapidly and order book liquidity may decrease, making it harder for orders to be filled promptly.
Market orders are typically executed immediately at the best available price and do not remain unfilled.
3. Why is my order only partially filled?
An order may be partially filled when there is not enough liquidity to fully execute it.
The remaining portion will stay in the order book until it is filled.
4. Why was my order canceled?
If your order was canceled without manual cancellation, it may be due to:
- The trading pair being under maintenance or temporarily suspended
- Unusual market conditions triggering platform risk controls
5. How is the execution price determined?
Execution prices are determined by matching buy and sell orders in the market.
When your order is executed:
- Taker orders are filled at the best available market price
- Maker orders are filled at the price you set
6. Why is the execution price different from what I saw?
The execution price may differ from the price shown at the time of order placement due to rapid market movements or insufficient liquidity (slippage).
Market orders may be filled at multiple price levels, especially when order size is large or liquidity is limited.
In volatile markets, even limit orders may experience partial fills or price differences.
7. What are the Best Bid and Best Ask?
The Best Bid is the highest buy price in the market, and the Best Ask is the lowest sell price.
They represent the best available prices:
- When buying, orders are filled at the Best Ask
- When selling, orders are filled at the Best Bid
8. What is the difference between Maker and Taker?
A Maker places orders that remain in the order book and provide liquidity.
A Taker places orders that are executed immediately against existing orders.
You can identify them by order type:
- Limit orders that are not immediately filled are typically Maker orders
- Market orders are typically Taker orders
Fees may vary between Maker and Taker. Please refer to the fee schedule for details.
9. How are spot trading fees calculated?
Spot trading fees are charged based on the type of transaction and are automatically deducted upon execution.
Please refer to the platform’s fee schedule for details.
10. Why hasn’t my balance changed after trading?
Your balance may appear unchanged if:
- The order has not been filled or is only partially filled
- The executed amount is too small to be noticeable
- You are viewing a different account
You can check the order status in your order history and confirm your balance on the Assets page.
If your question is not covered above, please contact our support team for further assistance.
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