What Happens During Technical Issues?
Sometimes, technical problems or system errors may affect your ability to trade on KDX. These issues might impact:
- Placing or canceling orders
- Access to KDX APIs
- Access to the website interface
- Operation of the order books
What Actions Can KDX Take?
To protect all users during technical difficulties, KDX may take one or more of the following actions for affected order books:
Trading Restrictions
- Disable deposits or withdrawals: Temporarily stop you from moving assets in or out of your account
- Cancel open orders: Remove pending orders that haven't been filled yet
- Switch to Cancel-Only Mode: Prevent new orders from being placed, but allow you to cancel existing orders
Access Restrictions
- Disable sign-in: Temporarily prevent logging into your account
- Disable APIs: Turn off API access
- Disable website access: Temporarily restrict access to the web interface
What is Cancel-Only Mode?
Cancel-Only Mode is a protective measure where:
- You cannot place new orders
- You can still cancel your existing orders
- This helps stabilize the platform during technical issues
When Does Cancel-Only Mode Activate?
If the KDX website interface is unavailable for 5 minutes or longer, KDX will switch to Cancel-Only Mode as soon as possible.
When Does Normal Trading Resume?
KDX will return to full trading mode when:
- The website interface has been available for at least 5 minutes, AND
- KDX determines it is safe to restore full trading
How Will I Be Notified?
KDX will notify all customers whenever the platform switches to or from Cancel-Only Mode through email communication to all users.
Error Trade Resolution
If trades are executed incorrectly due to system errors, KDX will work to resolve these issues. The expected turnaround time to manage error trades is 72 hours.
These measures are in place to ensure the safety and security of your assets and maintain fair trading conditions for all users during technical difficulties.
Having trouble? Contact us at support@kineticdax.zendesk.com