outage “outages across many of our services, preventing customers from using our app, website, and help center”

On Tuesday, March 3, 2020, 02:40:55 AM EST, Robinhood <[email protected]> wrote:

Robinhood is currently back online
Hi ,

We’re reaching out to let you know that Robinhood is currently back up and running. We want to assure you that your funds are safe and personal information was not affected.

When it comes to your money, issues like this are not acceptable. We realize we let you down, and our team is committed to improving your experience.

Please reach out to us here if you were affected by this outage so we can work with you directly to address your concerns. It may take us longer than usual to respond, but we’ll get back to you as soon as we can.

Thank you for being a Robinhood customer—we appreciate your patience today and will work hard to continue earning your trust. To help answer some questions you may have, we’ve added FAQs below. You can expect a more detailed follow-up from our team later this week.

The Robinhood Team

What happened?
On Monday, March 2, at 9:33 AM ET, we had instability in a part of our infrastructure that allows our systems to communicate with each other. This resulted in outages across many of our services, preventing customers from using our app, website, and help center.

At this time, we have restored Robinhood services.

Are the funds in my account safe?
Yes, your funds are safe.

Was my personal information affected?
No, your personal information was not affected.

Can I use my Robinhood debit card?
Yes. If you have a debit card, you should have been—and should still be able to—use your card, but you may have had issues receiving notifications, viewing your balance, and seeing transactions in your app.

If I had options expiring on March 2, 2020, what happened to them?
Because of the outage, we handled your expiring positions in a slightly different manner. If your contracts were at least $0.01 in the money, your long contracts were exercised and your short contracts were likely assigned. Please reach out to us if you have additional questions.

What if I emailed or tweeted earlier, but I still haven’t gotten a response?
Our support team is experiencing high volume and cannot respond within our usual response time. We apologize if you’ve been unable to contact us during this time.
We’ll respond to you as soon as we can and work with you directly to address your concerns.

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For more information please see Robinhood Financial’s Margin Disclosure Statement, Margin Agreement and FINRA Investor Information. These disclosures contain information on Robinhood Financial’s lending policies, interest charges, and the risks associated with margin accounts.

Options trading entails significant risk and is not appropriate for all investors. Certain complex options strategies carry additional risk. To learn more about the risks associated with options trading, please review the options disclosure document entitled Characteristics and Risks of Standardized Options, available here or through Investors should consider their investment objectives and risks carefully before trading options.

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Robinhood Securities, LLC, provides brokerage clearing services. Robinhood Crypto, LLC provides crypto currency trading. Robinhood U.K. Ltd (RHUK) provides brokerage services in the United Kingdom. All are subsidiaries of Robinhood Markets, Inc. (‘Robinhood’).

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