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-UnavailablePlease 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.......
...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!
From my part. stick the apology where the sun does not shine. Especially after getting those for months. How about a refund on trading fees and other major compensations for having to deal with your incompetence and your endless lies?
But most important start solving these issues. And if you're not able to do so, close your service until you have found and solved the problem.
The info in the link is false. The problems occur already at much lower Api response times. Furthermore, does the hard refresh also work for API users? I wonder how that is supposed to work.
Additionally, it is not a problem of increased traffic. It just gets to an unbearable level when traffic increases. With normal traffic Eservice unavailable errors are encounter in roughly 20-30% of the cases. Currently, the failure rate can even reach more than 90%.
The link just proves again that you're
intentionally misleading customers with false information, very late information, or only part of the whole information.