Have you faced a trade that won’t execute, charts that freeze exactly when the market moves, or a sudden “order rejected” message with no reason? This is a technical glitch, and it can turn a normal investing day into a stressful one in minutes.
The worst part isn’t only the loss (or missed profit); it’s the confusion: What exactly happened, how do you prove it, and who will actually fix it?
That’s where technical glitch reporting becomes your strongest safety tool.
If you report the issue the right way and quickly, with evidence, and through the correct escalation path, you increase the chances of resolution, compensation (where applicable), and accountability.
This guide breaks down what a technical glitch is, the common types, and how to report a broker-related glitch in India step by step.
Technical Glitch in Stock Market
A technical glitch is any temporary system error or malfunction that disrupts the normal functioning of a trading platform, app, website, or its connected infrastructure, like order routing, market data feed, login/authentication, or fund/portfolio display.
In broking, a glitch can impact order placement, execution, cancellation, price visibility, or even how your holdings and margins appear.
In simple terms: if the platform doesn’t behave the way it should, especially during trading, and it affects your decisions or transactions, it may qualify as a technical glitch.
Types of Technical Glitches
Some common types of technical glitches include:
- Order-related glitches: Orders fail, get stuck in “pending,” don’t cancel, duplicate, or show executed on the app but not reflected correctly in reports.
- Price/feed or chart glitches: Live prices lag, candles don’t update, wrong LTP shows, market depth disappears, or bid-ask spreads display incorrectly.
- App/website performance issues: Slow app, frequent crashes, login failures, session timeouts, or “server error” messages during peak market hours.
- Funds, margin, and portfolio display issues: Available margin shows wrong, holdings disappear temporarily, P&L looks abnormal, or collateral/margin benefit isn’t applied.
- Back-end or connectivity/exchange routing issues: Broker systems fail to route orders properly to the exchange, or exchange connectivity interruptions impact order acceptance/execution.
How to Report a Technical Glitch?
If you’ve faced a technical glitch with your broker, follow the steps below in order.
The goal is to stop further damage, capture proof, create an official trail, and escalate through the recognised investor grievance channels in India.
Step 1: Secure proof immediately
Take screenshots and screen recordings showing the error, time, and what you attempted (place/cancel/modify order, login, view charts, etc.).
Capture the full screen, including your device time if possible, and keep the error message visible.
Write down key details: trading symbol, order type, quantity, price, order ID (if generated), and exact time of the incident.
If you received SMS/email/push notifications, save them too.
Also, download or save any available logs/reports from the broker app. Evidence collected early makes technical glitch reporting much stronger later.
Step 2: Stop further loss and reduce exposure
If orders are stuck or you can’t manage positions, try basic troubleshooting fast: switch networks (Wi‑Fi to mobile data), restart the app, use a web terminal if available, or try the broker’s alternate platform.
If you still can’t act, immediately call the broker’s dealing desk or support line (not just chat). Ask them to square off, cancel, or execute specific instructions and request a call/ticket reference number.
Don’t keep retrying actions blindly (like placing the same order repeatedly). Multiple attempts can create duplicate orders once the system recovers.
Step 3: Raise a formal complaint with the broker
Create an official support ticket inside the broker app/website, and also send an email from your registered email ID. In your complaint, clearly mention that it was a “technical glitch,” describe the impact, and attach evidence.
Include these basics: client code, date/time range, affected segment (equity/F&O/commodity), order IDs, and the loss or adverse outcome you faced. Ask for a written explanation and resolution timeline.
Request copies of relevant logs (order log, OMS logs, or any audit trail the broker can share). A proper written trail is the backbone of technical glitch reporting.
Step 4: Escalate to the broker’s grievance/Nodal officer
If support replies vaguely, delays, or denies without proper reasoning, escalate internally. Most SEBI-registered intermediaries have a dedicated grievance escalation channel and a Nodal Officer/Investor Grievance Officer.
Send a clear escalation email with your earlier ticket number, screenshots, and a timeline of events. Specify what you want: correction of records, reversal of charges, compensation (if applicable), or a reasoned closure.
Keep your language factual and time-stamped. Avoid emotional claims and focus on what happened, what evidence you have, and what remedy you’re requesting.
Step 5: Lodge a Complaint in SCORES
If the broker does not resolve your complaint satisfactorily within a reasonable time (often around 30days, or earlier if it’s urgent and you have evidence of harm), you can lodge the grievance on SEBI SCORES (SEBI’s online complaint system).
Upload your complaint copy, broker replies, and evidence. The strength of your case improves when your documentation shows: incident, ticket raised, escalation and unresolved/unsatisfactory outcome.
SCORES is especially useful when you want the complaint formally monitored through the regulator’s grievance framework rather than staying only at the broker level.
Step 6: Report a Complaint in NSE
For broker-related trading issues, you can also approach the relevant Stock Exchange where the broker is a member (commonly NSE and/or BSE). Exchanges have investor grievance redressal processes designed for disputes with members.
Submit your complaint with the same evidence packet: screenshots, order details, and the broker’s responses.
If required, the matter can be examined through the exchange’s grievance process and may move toward conciliation/committee-based resolution depending on the nature of the dispute.
This step matters when the issue is trading-centric (orders, executions, platform failure during market hours) and you want structured redressal beyond the broker.
Step 7: File a Complaint in SMART ODR
If the situation turns into a dispute (for example, you seek compensation and the broker denies liability), you may be directed to SMART ODR (SEBI’s Online Dispute Resolution framework) for mediation/conciliation and, if needed, arbitration.
Before initiating ODR, ensure your documents are complete: complaint trail, broker responses, order/trade details, and a clear calculation of the loss you’re claiming and why you believe it resulted from the glitch.
ODR is most effective when you present a clean timeline and verifiable proof, and not assumptions. If the broker claims “client-side issue,” your screenshots, timestamps, and network/device notes become crucial.
Need Help?
Dealing with such situations becomes difficult when your money is at stake. If you have faced any such problem or lost money because of any technical glitch, you can register with us.
Our team specialises in the money recovery process, and we make sure that your complaint is filed properly. We support you in every step, starting from gathering evidence to arbitration sessions.
Conclusion
Technical glitches can happen, but silent losses and vague support replies shouldn’t be the default outcome.
The real difference comes from how quickly and how cleanly you document and escalate.
When you treat technical glitch reporting like a process, you move from frustration to a structured claim that can be assessed and resolved.
Before you panic about this situation, keep in mind that solutions are available for every problem. The only difference is how you choose to deal with that. If you get professional help, you can definitely win back your lost money.
