How can I check if the feed for a specific instrument is active?
To verify whether the feed for a specific instrument is active:
Set the chart timeframe to “Ticks”.
Hover your mouse over the latest price on the chart.
Hover over the tick and check the time of the latest tick displayed in the popup box.
Chart
Why might market data be unavailable?
Market data might be unavailable for certain financial instruments, here are some common explanations:
Low Trading Volume: If an instrument has low trading activity or is illiquid, exchanges or data providers may not prioritise real-time data. Instead, updates might occur periodically. This is often the case with Over-the-Counter (OTC) instruments.
Exchange Restrictions: Some exchanges restrict access to data for certain instruments, particularly those listed on smaller or international exchanges. Additionally, licensing or subscription fees may limit data availability for specific assets.
If you notice that the feed for a specific instrument is delayed, check if a subscription is required for it. A list of exchanges that require a subscription can be found in your Client Area → Settings → Market Data Subscriptions.
Instrument Suspension or Delisting: If a company or security has been suspended or delisted due to regulatory issues, bankruptcy, or other factors, its market data may be removed from trading platforms.
Technical Issues or Data Provider Limitations: Data providers may experience technical issues, maintenance outages, or delays in updating their databases, affecting data availability for certain instruments.
Instrument Characteristics: Instruments such as certain bonds, derivatives, or specialised indexes may update data at fixed intervals instead of in real-time. They might also be available only on specific platforms or through particular providers.
Account Type: Data from your Demo trading account is always delayed by 30 minutes.
What to do if there’s an issue with the feed?
Before contacting the Client Services team, please ensure the following:
You have a stable Internet connection.
The platform you use to access market data is updated to the latest version.
If required, you have an active subscription to the exchange to access live quotes.
You are logged in to your Live account.
If you still experience a feed problem on one of our trading platforms, please provide the following to our Client Services team via chat or email:
Ticker or ISIN of the instrument that has issues with the pricing.
A screenshot of the issue as it appears on our trading platform.
Timestamp of the last quote.
A link to the official source you're using to compare the data.
If you experience issues receiving quotes through the FIX API, please provide the full logs that show the incorrect pricing related to your request. Additionally, please include the following information:
Environment: Demo or Live
Logs: Share the FIX API logs detailing API requests, including the exact time and content of each request.
Server Response: Provide the server's response to each API request, including any error codes or messages.
Endpoint Information: Specify the exact endpoint(s) to which the API connection is made.
Before escalating the issue, please double-check that you've removed the information from tag 554, as it contains your FIX API password.