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First, verify that the exchange actually liquidated the position: a stop-loss, manual order, bot, expiry, settlement, loan repayment or partial close can produce a similar balance change. Save the exchange’s event and order records, compare them with the rules for your exact product and account, then ask support to explain the trigger and execution. A dispute is worth escalating only through a complaint process that covers the exchange entity, product and jurisdiction involved.
Confirm what closed the position
A position disappearing while you were away does not by itself prove forced liquidation. Check the venue’s position history, order history and liquidation or forced-close record. Look for other possible causes, including:
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- A stop-loss or take-profit order
- A manual or reverse order, including one placed by a bot
- Contract expiry or settlement
- Loan repayment or collateral action
- A partial reduction rather than a full close
OKX’s forced-liquidation guidance recommends checking history and order records and contacting support if they do not explain the closure.
Save the records before investigating
Capture the exchange’s own event details and export account data where possible. Record the instrument and contract, position mode, order or liquidation ID, timestamp and time zone, quantity closed, displayed trigger price, relevant mark, index or last price, fill price, fees, remaining balance, margin mode and any notifications. Keep copies of the support conversation and case number, too.
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If the interface does not show the full record, ask the exchange for it. For U.S. futures commission merchants (FCMs) regulated by the CFTC, the regulator describes customer confirmations, monthly statements, account ledgers and transaction records. Those specific requirements should not be assumed to apply to an unregulated spot platform or every offshore venue. See the CFTC’s FCM customer disclosure guidance.
Compare the event with the exchange’s rules
Read the current margin and contract documentation for the exact platform entity, product, jurisdiction and account mode you used. Liquidation thresholds, reference prices, partial-close logic, risk steps and fees differ across venues and products. The following are examples from particular platform documentation, not universal rules:
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| Platform documentation | What it describes |
|---|---|
| Crypto.com Prime | Liquidation when the Margin Wallet falls below Maintenance Balance, followed by progressive auto-liquidation; its page also describes restrictions and a fee for that product. Crypto.com Prime margin FAQ |
| Coinbase Global Exchange | Initial, maintenance and close-out margin levels, with partial liquidation and further risk-waterfall steps at lower thresholds. Coinbase Global Exchange margin documentation |
| Kraken | Margin levels and an automated liquidation process that, according to its support page last updated October 1, 2026, cannot be stopped once started. Kraken margin-call level guidance |
A displayed liquidation price is not necessarily the price at which the position was filled. It may be a trigger estimate under assumptions: Crypto.com Exchange’s February 8, 2024 explanation says its estimate assumes prices for other portfolio instruments remain unchanged. The same product documentation describes progressive liquidation when margin balance falls below maintenance margin. See Crypto.com Exchange’s initial-margin and forced-liquidation explanation.
Likewise, a chart set to last price may not show the mark or index value used by the venue. Compare the applicable reference-price series with the exchange’s liquidation and order records, rather than treating a chart alone as proof of an error.
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Ask support for a specific explanation
Contact the exchange through its official support channel. Include the order or liquidation ID and event time, and ask for the facts needed to reconcile the record:
- Which trigger metric and threshold applied?
- Was the close partial or full, and what risk actions occurred beforehand?
- Which reference and execution prices, timestamps and fees were used?
- Did other open orders, positions or collateral affect the calculation?
- Which contract term or published rule governs the event?
Request any underlying event or transaction records that are missing from the interface. Preserve the reply and case number. OKX likewise advises providing the order ID and time when asking support to clarify an unexplained closure.
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Escalate only if a complaint route covers your case
Identify the contractual entity shown in your account terms and distinguish the product involved: spot, a loan, a future, a perpetual or another derivative. An exchange support complaint and a statutory regulator process are not interchangeable.
Covered EU crypto-asset service providers
Article 71 of Regulation (EU) 2023/1114 (MiCA) requires covered crypto-asset service providers to maintain and publish complaint procedures, let customers file complaints free of charge, inform them of that option and make a complaint template available. The article does not determine which authority or remedy applies to a particular customer; check the provider and competent authority relevant to your case.
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U.S. futures-related complaints
The CFTC’s Reparations Program is for qualifying complaints against futures professionals registered with the CFTC at the time of the alleged wrongdoing or when the complaint is filed. It is not a general appeal route for every crypto exchange or spot transaction. The CFTC separately accepts tips and complaints about suspected Commodity Exchange Act violations. Check current eligibility and filing instructions before using either route.
The CFTC warns that much of the virtual-currency cash market operates through internet platforms that may be unregulated and unsupervised. Its advisory states, “There is no such thing as a guaranteed investment or trading strategy.” That is general risk guidance, not a finding about the facts of an individual liquidation. See the CFTC virtual-currency customer advisory.
Keep tax questions separate
This guide does not determine the tax treatment of a liquidation. Reporting depends on your jurisdiction, asset or instrument and surrounding transactions. Retain complete transaction exports and consult current tax guidance for your jurisdiction rather than inferring the tax result from the liquidation record alone.
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