Zerodha tells complaining users 'issues with display of orders and positions' fixed

Numerous other complaints surfaced, prompting Zerodha to respond to each comment individually. In the responses, the company urged users to create support tickets with detailed descriptions of their issues on the official Zerodha support portal (https://support.zerodha.com).

Users who had already submitted tickets were encouraged to direct message their ticket numbers for further assistance.

This wave of user dissatisfaction follows a technical glitch experienced on Monday, November 6. During the incident, some Zerodha users were unable to view their executed orders in the order book. The company promptly acknowledged the issue and kept users informed through their official communication channels.

In a later update, Zerodha provided insight into the technical difficulties experienced on November 6, stating that approximately 20% of their clients encountered problems related to order and position status updates. Order placement, however, remained unaffected during this time. The issue was limited to one of the independent "silos" designed to operate autonomously, explaining why 80% of clients remained unaffected.

9:15 AM: Order and position status updates were affected, but order placement was unaffected.

10:00 AM: Processes responsible for streaming order and position updates slowed down inexplicably. Failovers exhibited the same behavior, and the root cause was undetermined.

10:38 AM: Order placement for affected users on the silo was halted.

11:22 AM: Orders and positions were synced on Kite, making updated data available to clients.

11:38 AM: After ensuring stream stability, clients were allowed to exit positions and orders, but fresh orders remained blocked.

12:09 PM: All restrictions on order placement were removed, and additional checks were implemented to prevent a recurrence of the issue.

The company also announced the waiver of call and trade and Depository Participant (DP) charges for the day in an effort to compensate affected users. Users who were impacted were encouraged to create support tickets, and Zerodha assured that their team would reach out for assistance. Further, Zerodha promised to provide a root cause analysis (RCA) of the issue in the near future.