Dear Traders and Investors,
This morning, at exactly 9:39 AM, we experienced a brief connectivity issue with one of the Exchange lines with NSE, lasting approximately five seconds. During these 5 seconds, a few orders went in transit (where it was not able to reach the Exchange - some of them could be fresh or modifications), and as a result, users faced difficulties in updating / squaring off their positions.
When this happened, as usual practice, we immediately diverted our traffic to Exchanges via alternate networks and backup infrastructure that Dhan has for business continuity and users on Dhan were able to place trades as usual.
For the orders that were in transit, usually our systems connect back and are able to get the updated status automatically. All of this happens within a few seconds. Unfortunately, as rare as it may be - today we were not able to reconnect to Exchanges immediately and as a result it took us a while to get updates on these orders. This led to an extremely unpleasant experience for the traders who were affected by it.
We want to start with our sincere apologies first to the affected traders. We also understand how critical real-time trading is, and we are committed to providing uninterrupted service. We are taking steps to address the situation and ensure this doesn’t happen again.
System issues like the same are rare with Dhan, and we want to assure our users that Dhan will work with the affected customers who may have incurred losses as a result of this incident. We have stood by our customers and our commitments to our users in the past and we will continue to do so even today.
Pending orders in the Transit state may expire, but there is no cause for concern, as the margin has been fully released. To verify if a Transit order has expired, click on the order to view its details. The status will appear as Expired under the first tag.
While this incident has affected a very small number of orders (expecting it to be < 0.05%) on Dhan today, for us, every order and every customer is equally important. We have details of the users who have been affected by today’s incident and our customer support teams will reach out to each of them over the next 2-3 days, starting today.Thank you for your patience and understanding. We value your trust and are here to support you.
Warm Regards,
Alok Pandey