Platform Update - 30 Jan

Platform Update – 30 Jan

It’s been a historic week in the markets. With such demand and activity though, technical issues have caused disruptions across the Stake experience.

While many customers have been able to trade, many had extreme difficulties in doing so. These included:

• Pages and data took long periods to load or did not load at all.
  • This was due to extremely high volumes creating a bottleneck of information flow. Read why volume can be such an issue.
• Funds were delayed for a small group of customers.
  • This was due to a high volume of transfers on our partners side. These funds have since arrived and we are rebating express fees for those affected
• Some market orders were cancelled or remained pending.
  • This was due to the intermittent trading halts of high volatility stock by the exchanges in Friday’s session.
• Some limit orders were cancelled.
  • Limit orders that were placed +/- 3% over the market price were cancelled. Read more on this.

Expediting the Recovery

We are working through the entirety of the weekend to solve these issues. Unfortunately, this is not as simple as spinning up more servers.

Here is where we are putting our efforts to unblock the bottleneck. Here is what we are trying specifically:

• Conducting performance tests in our development environment to mimic the volume we get during market hours so we can reproduce the technical issues we’ve been experiencing in our production environment.
• Implementing additional logging on our servers to provide us with more insights so we can identify, diagnose and more easily resolve technical issues.
• Working with our cloud provider to identify if the issues are due to a hardware or infrastructure limitation on their side.
• Reversing some recent changes we made around how our backend connects to our database.
• Working with our partners to diagnose any potential issues that may be stemming from our connections to them.

Our support staff are also currently working 24/7 to get back to all enquiries. With increased enquiries, there may be delays in response

Naturally, there is much activity on and around the US markets right now. Through the weekend, we will also provide you with updates to keep you informed on what’s going on.

To those in our community from those offering to solve platform issues with us to those sending messages of support; we thank you. For those directing less positive messages toward us on various channels, we understand that you are frustrated.

We are here to provide an open brokerage to give people access to the opportunities they want access to. This is our priority.

Cheers,

The Stake Team