Thousands of Fidelity customers are reporting ongoing issues logging in to the investment company’s trading platform, which began just minutes after the US stock markets opened on Monday morning.
Cybernews update: Fidelity late Monday said it had resolved the issue, posting a message to thousands of affected customers on Reddit. “We are aware that some customers experienced issues with Fidelity.com, Active Trader Pro (ATP), and our mobile apps. This has been resolved. We apologize for the inconvenience and appreciate you being a customer,” Fidelity said, without further explanation of what caused the glitch.
Cybernews followed up with Fidelity on Thursday to find out if the investment company would be offering any type of compensation to trading customers. A Fidelity spokesperson referred Cybernews to their posted resolution statement.
Barely five minutes after the opening bell was rung on the floor of the New York Stock Exchange at 9:30 a.m. Eastern Time on Monday, Fidelity users began experiencing issues logging into their trading accounts.
According to the internet monitoring site Downdetector, the glitches affecting the online platform and mobile app are still continuing as of 11:15 a.m. ET.
Your customers are also experiencing issues. It's called losing money because can't sell what they wanted to this morning. Let's hear about compensation plan after you get your shit together.
undefined Mike (@SlinginitinFl) May 12, 2025
Fidelity acknowledged the issue soon after on social media, apologizing “for the inconvenience” to its customers, but has provided any other details as to what is causing the issues, nor any anticipated restoration timeline.
“We are aware that some customers are experiencing issues with http://Fidelity.com, Active Trader Pro (ATP), and our mobile apps. We are working urgently on resolving the issues,” the financial powerhouse posted on X and Reddit.
We are aware that some customers are experiencing issues with Fidelity.com, Active Trader Pro (ATP), and our mobile apps. We are working urgently on resolving the issues. We apologize for the inconvenience and appreciate you being a customer.
byu/fidelityinvestments infidelityinvestments
“The volume today is the highest at this point in the day," out of any trading so far in May, said Steve Sosnick, Chief Market Strategist at Interactive Brokers.
Headquartered in Boston, Fidelity is considered one the top online brokerage platforms, serving over 50 million individual investors across eleven countries, cites Investopedia.
About 79% of Fidelity customers reported having problems logging in, another 12% said they were experiencing issues with the website, and 9% of users had issues with the online brokerage portion of the platform itself.
Not being able to take advantage of Monday's rally has left many Fidelity users with a sour taste towards the company, many of them taking to X to express their frustration.
"Unable to login. Unsat! Losing money as I type......"
"It’s been over an hour - surely you will compensate clients for damages right?"
“Your customers are also experiencing issues. It's called losing money because can't sell what they wanted to this morning. Let's hear about compensation plan after you get your shit together,” the comments continued to roll in.
Besides its millions of individual investors, Fidelity also manages employee benefit programs for nearly 30,000 businesses, and provides investment and technology solutions to almost 16,000 wealth management firms and institutions, its website states.
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