Your broker's platform went down
and it cost you money. Now what?
Most brokers have a formal complaint process. If that doesn't work, you can escalate to a regulator or file for arbitration. The process varies by country — but the pattern is the same everywhere: documented claims get taken seriously.
The general dispute process
Regardless of where you trade or which broker you use, the process usually follows the same steps.
Try to act through alternative channels
If your platform is down, try your broker's trade desk by phone, their mobile app, or their backup website. Most brokers have a phone number for placing orders during outages. Showing that you tried to mitigate your losses matters — in many jurisdictions, it's a requirement before you can claim damages.
Document the incident immediately
Write down what happened, when it happened, and what it cost you. The sooner you do this, the more accurate your account will be. If you have screen recordings, timestamps, or network logs — even better.
File a formal complaint with your broker
Every major broker has a complaint process. Submit in writing — not just a phone call. Include your account details, a clear description of the incident, the financial impact, and any documentation you have.
Escalate to your financial regulator
If your broker doesn't resolve it, you can escalate to the regulator that oversees them. In the US, that's FINRA or the SEC. In the UK, the FCA. In Australia, ASIC. In Canada, IIROC. Your regulator's website will have a complaint form.
Arbitration or mediation
If the complaint doesn't resolve things, most jurisdictions offer arbitration or mediation — a structured process where a neutral party reviews the evidence and makes a decision. This is where documentation matters most.
Why most disputes don't go anywhere
No documentation of the incident
You remember what happened, but you can't show it. Your broker has server logs. You have a description written from memory.
Delayed complaints
The longer you wait, the weaker your case. Details fade, timestamps get fuzzy, and your broker's retention policy may have already deleted the relevant data.
Your broker controls the only record
Without your own recording, the dispute is your word against their logs. If their logs say "systems operating normally," you have nothing to counter with.
What actually strengthens a claim
Whether you're writing to your broker or presenting to an arbitrator, documented claims consistently outperform undocumented ones. Here's what helps:
A recording of your screen
Video showing exactly what you saw — the freeze, the error, the platform not responding. Not a screenshot. A recording.
Network health data
Logs showing your connection to the broker — latency, timeouts, disconnects. Proves the problem wasn't on your end.
Precise timestamps
Exact times for every event, down to the second. Lets you match your experience to market data and broker logs.
A clear written account
A factual summary of what happened, what you tried to do, and the financial impact. Attach your recordings and logs as supporting material.
You can't go back and record what already happened.
Sealtrace runs in the background every time your broker is open. It records your screen, logs your network health, and timestamps everything — automatically. If something goes wrong, the proof is already there. You don't have to prepare for an outage.
Sealtrace also includes direct links to your broker's support and trade desk for every pre-configured broker — so when your platform goes down, the contact info is already in front of you.
See how it worksA note on jurisdiction
Dispute processes, regulators, and legal frameworks vary by country. The steps above describe the general pattern — not the specific rules for your jurisdiction. For guidance on your situation, consult a licensed attorney or your financial regulator.
How to Prove Your Broker Went Down
What you need for a strong claim — and how to have it ready.
What to Do When Your Broker Goes Down
How to prepare before, during, and after a platform outage.
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Join the WaitlistSealtrace is a recording tool, not legal advice. This page is informational only and does not constitute legal guidance. Recordings may support a dispute but do not guarantee any outcome. Full disclaimer