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Fidelity Investments sign on a building

Technology > Investment Platforms

Fidelity System Outage Irks Investors

By Jeff Berman

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Several Fidelity Investments customers took to social media and websites including Downdetector on Tuesday to complain they couldn’t access their website and mobile app accounts.

Some investors complained they were in the middle of trades when the services went down. After not being able to see any information from their accounts, a few investors later complained they could see their accounts again but not their balances.

One investor on Downdetector said he received a comment from Fidelity technical support saying, “we are experiencing a widespread system outage with the display of account information.”

“We are aware that customers are experiencing issues with http://Fidelity.com, Active Trader Pro (ATP), and our mobile apps,” the firm posted on X, the site formerly known as Twitter, shortly after 3 p.m. ET on Tuesday. “We are working urgently on resolving the issues. We apologize for the inconvenience and appreciate your being a customer.”

The company posted again, just after 4:30 p.m. ET, to say: “There was a temporary issue impacting Fidelity platforms today, August 15. Systems are now up and running. Be assured, your assets and information are secure. We apologize for any inconvenience.”

As usual when there’s an issue with financial services firms’ digital platforms, Fidelity didn’t provide specific details on what the issue was, why it happened, how it was able to restore service, and how many customers were affected.

A Fidelity spokesman on Wednesday said only: “I can confirm the issue and that a subset of customers was impacted for a short time yesterday afternoon. The issue was resolved. Customer information and assets continue to be secure.”

Photo: Shutterstock.

Jeff Berman

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