As U.S. markets opened Monday morning, 30-year outdated engineer Vivek Sevak was prepared to chop his losses.

The leisure dealer had put cash in a market-short trade traded fund, and was trying to promote. But when he logged into his Robinhood account to make the commerce, he discovered an error message. The stock-trading platform was down.

“It’s frustrating. You’re just sitting there, stuck on the sidelines,” Detroit-based Sevak instructed CNBC in a telephone interview. “I had to watch those ETF prices go down and just eat the losses.”

Sevak was one of doubtlessly hundreds of thousands unable to execute trades on the Robinhood app on Monday. The on-line brokerage agency mentioned it skilled a “system-wide outage” that lasted by way of the shut. Meanwhile, the Dow Jones Industrial Average posted its largest proportion acquire in additional than a decade.

“We are working to resolve this issue as soon as possible,” the corporate mentioned in a message to purchasers Monday. With an hour left within the buying and selling day, Robinhood mentioned the difficulty had been “identified and a fix is being implemented.” As of 10 p.m. ET Monday, the platform was nonetheless down.

Sevak was not alone. Many of Robinhood’s 10 million users took to Twitter and Reddit to blast the start-up. Some mentioned they would go away the platform, whereas others threatened a class-action lawsuit.
Legally, Robinhood might have protected itself by way of a 44-page buyer settlement type. By clicking “I agree” when signing up for the app, users consent to those potential losses — even when they don’t learn previous the primary line.

“For the customers, it’s most likely tough luck,” mentioned James Angel, affiliate professor at Georgetown’s McDonough School of Business. “This won’t stop the class-action lawyers from launching nuisance lawsuits, however.”

On the fifteenth web page of the settlement, Robinhood outlines that it’s going to not be accountable for “temporary interruptions in service due to maintenance, Website or App changes, or failures” and isn’t chargeable for prolonged interruptions resulting from failures “beyond” the corporate’s management. That consists of pc viruses, “forces of nature,” labor disputes and “armed conflicts.”

“Robinhood does not warrant that these channels will be available and error free every minute of the day,” based on the doc.

Record buying and selling quantity

Robinhood is just not the one brokerage agency to expertise glitches.

Last week, Fidelity, Charles Schwab and TD Ameritrade mentioned that they had technical difficulties as shares plunged, fueled by investor panic surrounding the fast-spreading coronavirus. The market tried a rebound Monday from the worst week for shares for the reason that monetary disaster. All three main averages climbed on Monday, closing out of correction territory and the Dow Jones Industrial Average gained almost 1,300 factors — essentially the most ever in a single session.

One issue that might be exacerbating platforms’ technical points could also be higher-than-average buying and selling volumes. Last week, the SPDR S&P 500 ETF Trust, or SPY, traded greater than 200 million shares — 3 times above its 30-day common quantity of 97.three million shares.

While there have been lots of glitches through the years, Angel mentioned he hasn’t seen something this extreme since buying and selling entered the digital period. The “real damage” to Robinhood is to their status and potential regulatory push again, he mentioned.

Robinhood is a dealer seller, and is required by Financial Industry Regulatory Authority (FINRA) and the U.S. Securities and Exchange Commission to have a back-up plan in case one of these “temporary interruptions” pop up. A so-called enterprise continuity plan requires the agency to offer “prompt and accurate processing of securities transactions.”

“Even though they may not be liable to the customers, they may still be dinged by FINRA,” Angel mentioned.

The firm was final valued at $7.6 billion after a Series E funding spherical final yr led by DST Global. Venture capital corporations like New Enterprise Associates (NEA), Sequoia and Ribbit Capital are additionally buyers. Robinhood ushered in hundreds of thousands of millennial merchants by providing free fairness, choices and cryptocurrency buying and selling.

Ryan Gilbert, normal accomplice at Propel Ventures, mentioned that is an instance of start-up “growing pains.” But the start-up script might not work as the corporate grows in scale.

“When you become this size, it’s inexcusable, especially in a stock market that’s as schizophrenic as it has been lately,” Gilbert mentioned. “They built a phenomenal company. Now they have to live up to the valuation.”

The bar is very excessive as Robinhood’s bigger opponents observe its lead by reducing buying and selling charges. Charles Schwab, TD Ameritrade, Fidelity and E-Trade are all providing free buying and selling after slashing commissions final yr.

“Zero commissions are not as persuasive as they once were. You can get get zero commissions at all the major brokerage firms,” Georgetown’s Angel mentioned. “Computer breakdowns are a way of life in the modern world. The real question is: how long will the outage last?”

For Sevak, one missed buying and selling day was lengthy sufficient.

“Based on the fact that it crashed on the most active trading day in recent memory, I definitely won’t be using Robinhood anymore,” he mentioned. “When they re-open. I’m moving all of my funds.”