【Restoration and Compensation】SUNX Third-Party Candlestick Service Restoration and User Compensation Arrangements – SunX

Dear SUNX Users,

On October 27, 2026, the third-party candlestick data service integrated with SUNX experienced an issue, affecting candlestick chart displays and updates for some trading pairs. The affected service has now been restored. We sincerely apologize for the impact on your trading and the inconvenience caused.

To protect affected users’ rights and interests, SUNX will activate the Security Protection Fund to provide special compensation to users affected during this candlestick data incident. Details are as follows:

1. Incident Period

All times below are UTC+8 (Beijing Time):

Incident Start: October 27, 2026, at 08:05
Incident End: October 27, 2026, at 08:34

2. Compensation for Users Who Incurred Position Losses

For users who held positions during the incident period and incurred stop-loss or liquidation losses due to this candlestick data issue, SUNX will review each case based on order records, operation records, and market data.

For losses verified as resulting from this incident, SUNX will:

Refund all trading fees for the affected orders and compensate the corresponding loss amounts;
Grant an additional 200 USDT futures bonus.

3. Compensation for Users Whose Take-Profit or Position-Closing Operations Were Affected

For users whose take-profit or position-closing operations were affected by this candlestick data issue, resulting in reduced or unrealized profits that should otherwise have been earned, SUNX will review each case based on order records, operation records, and market conditions.

After verification, SUNX will provide special compensation for the corresponding profit shortfall and grant an additional 100 USDT futures bonus.

4. Compensation Calculation Standards

Compensation will be calculated using the latest market price of the relevant trading pair at the time of service restoration, October 27, 2026, at 08:34, as the reference. Order direction, position size, take-profit and stop-loss settings, actual executions, and profit and loss records will be considered, following the principle of using the result more favorable to the user.

Where multiple reasonable calculation results exist for an affected order, SUNX will adopt the result more favorable to the user to fully protect users’ rights and interests.

5. Application and Distribution

Please send your application to SUNX’s official support email: support@sunx.vip.

Email Subject: October 27 Candlestick Data Incident Compensation Application＋UID

Please include the following in your email:

Your SUNX account UID;
The compensation category requested;
Affected order numbers, trading pairs, and a detailed description of the situation (users without positions do not need to provide order information);
The specific time when the issue occurred or your operation was affected;
Relevant screenshots or operation records, if available.

Upon receiving your application, SUNX will review each case and notify you by email of the outcome and compensation distribution arrangements.

Do not include your account password, SMS verification codes, or any other verification codes in your email.

6. Additional Notes

Compensation will not be calculated more than once for the same affected order.
Futures bonuses will be granted according to the user’s applicable compensation category and cannot be claimed cumulatively across categories.
The permitted uses, validity period, and other conditions of futures bonuses are subject to the instructions provided when credited.
Futures bonuses and cash compensation will be listed separately for easy verification.

SUNX will continue strengthening market data service monitoring and incident handling capabilities, and carefully review and handle every affected order. Thank you for your understanding, patience, and support.

SUNX Global Operations Team

October 27, 2026