Dear Traders, Investors, and Community Members,
Firstly, all of us at team Dhan deeply regret the experience you had with Dhan at the start of this week. We understand - it is absolutely not the experience that you signed up for on Dhan. It is also not the experience that we, as builders of Dhan would want to provide you.
It’s frustrating, for you and also for us, especially because we have let you down this week. Our platform experienced an above-average surge of users that was overwhelming for our systems, and also for us. The entire team at Dhan would like to extend our sincere apologies for the disruption, the inconvenience it has caused, and our as a result out inability to serve you to our best this week. No excuses, we are sorry.
Even as we apologize to you for this, we want to say that we are there with you. Our teams have proactively reached out to users affected by the incident, and are also responding to all queries that we have received. For some of our users who incurred losses as a result of this unpleasant experience, we have already initiated reversing the losses where we have verified the cases, at this moment 100s of users have received the amount in their account already and few that remain are already in process. As a team, we are here to take care of our customers, and we will continue to do so.
Despite the challenges we faced, we are also thankful to you for your continued trust in Dhan. We witnessed highest ever trades on Dhan and also highest ever traders & investors on Dhan in this week. While we would have otherwise been excited and would have celebrated these milestones, we all went back to our drawing boards to rebuild our platform for scale, and more importantly rebuild and regain your trust. Thank you for giving us the opportunity to serve you.
Our team worked really hard to ensure that our systems are back on track, and you must’ve noticed that expiry trading on Thursday and also today was super smooth.
We are trying our best to ensure we are supporting our existing users as well as welcoming new users by making changes to our product, technology stack, and underlying infrastructure. Many of you have also noticed that we have delayed feature launches like Mutual Funds, Real-Time Market Feeds, Options Trader Glass version and many more, to ensure we scale existing products as we bring new experiences and offerings to you.
To support you well, we have also started building some of the most critical parts of technology stack for Stock Broking, i.e. Order Management & Risk Management systems, the first phase of which was deployed recently and we aim to finish the full deployment of the same soon. All of this to ensure we control the most of the technology and infrastructure for our users.
Your trust in us is the reason why we’ve grown over the last 12 months. While we are a young company that’s still in its very early days, we thank you for your continued support and we hope you will continue to be with us on our journey of giving you an incredible trading experience. We are building for you, and with you.
If you have any further questions, concerns, or feedback, please do not hesitate to reach out to us at help@dhan.co or to anyone in our team on this community.
Thank you,
Team Dhan
