UK Execution Partner Unplanned Downtime - Order Cancellation Queued

Just had a message saying it is resolved. It isn’t.

2 Likes

Same here… Still pending.

Hi All,

We’re aware of a delay in placing limit orders, which is due to an issue with our UK execution provider.

Sorry for the inconvenience, and we’ll update you here when this is fixed.

Do you want a livestream of them typing away on keyboards fixing it? :rofl:

6 Likes

Lol :roll_eyes:

Hi All,

Our UK execution partner has now resolved the issue causing their unplanned downtime.

Any UK limit orders placed, including stop losses, previously shown as ‘queued’ will be updated to the correct state shortly. You can check these in the limit orders folder on your Portfolio page.

Apologies again for any inconvenience caused and thanks for your patience :pray:

4 Likes

I placed a limit order today and got a message about systems being down. I then cancelled the limit order. Both are showing as pending.

I have some shares to sell as there has been a price spike.

Are there any updates on this ? Unfortunately I could end up losing a lot of money today because of this problem.

Also, if a limit order is cancelled, and the cancellation is showing as pending. Is there a chance the order will still go through despite being pulled ?

Thanks,

Ian

2 Likes

I second this. I have a similar issue, being unable to cancel a stop loss, and therefore unable to sell a stock. Unacceptable, really.

2 Likes

If the order executes at a different price than you expect, how is that in the broker’s favour? Freetrade doesn’t gain anything from the value of your trade.

And to add to everything you have said, given my experience so far, I’m not expecting to see any sort of response from Freetrade. Terrible customer service and does nothing to encourage confidence.

2 Likes

Hi All,

We’re aware of a delay in placing limit orders, which is due to an issue with our UK execution provider.

Sorry for the inconvenience, and we’ll update you here when this is fixed.

Repeating a vague message you originally posted nearly two hours ago, and still with no ETA, doesn’t really help, does it?

4 Likes

Please ask your provider for a resolution time and share it with your customers. This is your responsibility to us.

3 Likes

I’m struggling to understand Freetrades response to this. I get it, things go wrong, that’s life.

But then ignoring your customers as they are losing money and after repeated calls for information?? That is simply abysmal customer service.

2 Likes

They’re not ignoring you. They’ve answered with what little information they have.

Throwing a strop and demanding more answers that aren’t actually available yet, isn’t going to do anything. Just sit tight and wait.

3 Likes

After many hours, i find it very hard to believe this is the only information they have. If that really is the case, then that in itself is very worrying.

Numerous threads have been up to now ignored, and then finally responded to with a cookie cutter response that tells no one anything.

2 Likes

yes, not sure I can agree with the sentiment that shrug that’s all they know. If thats true they’re with the wrong provider. Which means so am I.

3 Likes

Pending limit buy cancellation here since early this morning, it seems I can now place and cancel new limit buy orders so hopefully this issue will be resolved soon.

Once we have an update on the fix we’ll be in touch right away, understand the frustration - really sorry about this one :pray:

2 Likes

Thank you.