Quote from: bernard75 on November 06, 2017, 06:18:10 PM

Its really sad to see one of the best services decline so rapidity.
For fuck sake u guys used to be among the top3 in Europe and look at it now.
Really sad, really really sad.

First of all, allow me to extend my apology for the situation that you and various other traders have experienced.

Recently error messages would likely have been displayed, as our trade engine has been at high load and might not have been able to process your order. (For example, 809, 820, etc. may have accompanied the error message and / or you might have seen a red blank.) If you experienced this, you should refresh your order list to confirm whether or not your order went through, before placing a new order. I apologize for the confusion and inconvenience.

Also, for more information on this matter, please see the below support article on our website:

https://support.kraken.com/hc/en-us/articles/115014409247-Order-may-have-failed-EService-Unavailable

Please be assured that our developers are working around the clock to improve the trading engine where needed and are identifying and resolving reliability or scaling issues as they come up. We are ready to begin testing our new trading engine, but we don't yet have an announcement as to when it will be ready.

In the interim, there are a couple of measures I have seen some members of the Trading group suggest which may be helpful:

error: may have failed = strong chance order not picked up
error: red blank = strong chance order is going through

What has been working the best is to use kraken.com and place orders via the interface -- if an error message pops up, use a hard refresh, and place the order again.

I realize this is not a solution, but rather an interim measure while problems are being worked on.

If there's anything else I can do for you, please file a ticket, and let us know at https://support.kraken.com/hc/requests/new
Of course, you can also escalate an existing support ticket, via the process shown here:
https://www.reddit.com/r/KrakenSupport/comments/6n4qfn/new_way_to_escalate_your_kraken_support_ticket/

Please note that Kraken does not currently offer phone support:
https://support.kraken.com/hc/en-us/articles/115013099227-Kraken-does-not-offer-phone-support

If you file a new ticket on a trading issue, if possible, let us know the orders / trades affected or simply the date and general time range we should be looking at with respect to your particular case.

Finally, I wish to again express my apology for this situation, which has certainly affected you and other traders, and I wish to express to you my commitment to doing all that I can for you.

Thank you for bringing your business to Kraken!