Urgent Escalation: Financial Loss Due to Critical API Bug – Tickets 9422888 & 9424761

Developer API
1

Hi @shrini,

I am formally escalating a critical issue with your API that has resulted in direct financial losses to my account, as detailed in tickets 9422888 and 9424761.

The core of the issue is a severe bug in the UpStox API where order tags, which are crucial for algorithmic trading management, were not processed as per my instructions. Instead, the API assigned arbitrary and random tags to my orders. This malfunction led directly to erroneous trade executions by my system, causing demonstrable financial loss. This is not a user error; it is an unambiguous and verifiable failure of your platform’s core functionality.

On July 14 2025, I was informed by @MohitGolecha that the backend team denied my reimbursement claim. This response is unacceptable for the following reasons:

  • Service Integrity Breach: Your API failed to deliver reliable functionality, undermining the core premise of your platform.

  • Lack of Accountability: The error is system-driven and verifiable; denying the claim is a refusal to accept responsibility.

Refusing to reimburse losses caused by your own platform’s failure reflects poorly on your professional standards.

I request an immediate reversal of the denial and full reimbursement for the losses incurred. Additionally, please provide a detailed Root Cause Analysis (RCA) to restore confidence in your platform.

I expect this matter to be treated with the seriousness it warrants.

Sincerely,
Kislay

Please see the ticket content attached in the following message for reference. The UCC has been redacted due to the public nature of this forum. I can share it via DM or you may retrieve it from tickets 9422888 and 9424761

1 Like
2

The contents of tickets 9422888 and 9424761:

On 27 May 2025, I modified my algorithm to place buy orders in parallel. However, it behaved unexpectedly and resulted in a significant loss. Upon investigating the issue at the end of the day, I discovered that many orders were tagged incorrectly or randomly, which my algorithm couldn’t recognize or handle properly.

At the time, I wasn’t logging the order tags during order placement, so I initially suspected a bug in my own code. Since I hadn’t changed the tagging logic recently, I also considered a possible issue on Upstox’s end and reported the problem on the Upstox community forum here. Mysterious order tags

To confirm this, I added logging for order tags the next day (28 May). The logs showed that the tags were being set correctly by my system, which indicated that the issue was on Upstox’s side. I updated my community post accordingly and shut down the algorithm early that day to avoid further unintended losses.

Below are the orders that were mistagged on:
27 May 2025
{
“exchange”: “NFO”,
“product”: “I”,
“price”: 0.0,
“quantity”: 375,
“status”: “complete”,
“guid”: null,
“tag”: “Or69Hx55”,
“instrument_token”: “NSE_FO|61725”,
“tradingsymbol”: “NIFTY25MAY24800CE”,
“trading_symbol”: “NIFTY25MAY24800CE”,
“order_type”: “MARKET”,
“validity”: “DAY”,
“trigger_price”: 0.0,
“disclosed_quantity”: 0,
“transaction_type”: “BUY”,
“average_price”: 210.07,
“filled_quantity”: 375,
“pending_quantity”: 0,
“status_message”: null,
“status_message_raw”: null,
“exchange_order_id”: “1600000044553075”,
“parent_order_id”: null,
“order_id”: “250527000189900”,
“variety”: “SIMPLE”,
“order_timestamp”: “2025-05-27 10:12:39”,
“exchange_timestamp”: “2025-05-27 10:12:39”,
“is_amo”: false,
“order_request_id”: “1”,
“order_ref_id”: “UDAPI-I-bfQ7xqxy8QveCGvTagyXK7Ju”
}

 {
    "exchange": "NFO",
    "product": "I",
    "price": 0.0,
    "quantity": 1200,
    "status": "complete",
    "guid": null,
    "tag": "de84f6f0",
    "instrument_token": "NSE_FO|61725",
    "tradingsymbol": "NIFTY25MAY24800CE",
    "trading_symbol": "NIFTY25MAY24800CE",
    "order_type": "MARKET",
    "validity": "DAY",
    "trigger_price": 0.0,
    "disclosed_quantity": 0,
    "transaction_type": "SELL",
    "average_price": 199.62,
    "filled_quantity": 1200,
    "pending_quantity": 0,
    "status_message": null,
    "status_message_raw": null,
    "exchange_order_id": "1600000046350021",
    "parent_order_id": null,
    "order_id": "250527000195946",
    "variety": "SIMPLE",
    "order_timestamp": "2025-05-27 10:15:56",
    "exchange_timestamp": "2025-05-27 10:15:56",
    "is_amo": false,
    "order_request_id": "1",
    "order_ref_id": "UDAPI-I-Q82ski4rxOqMTvJyCqOtTOI1"
}


{
    "exchange": "NFO",
    "product": "I",
    "price": 0.0,
    "quantity": 1650,
    "status": "complete",
    "guid": null,
    "tag": "LA6ZzJsi",
    "instrument_token": "NSE_FO|61725",
    "tradingsymbol": "NIFTY25MAY24800CE",
    "trading_symbol": "NIFTY25MAY24800CE",
    "order_type": "MARKET",
    "validity": "DAY",
    "trigger_price": 0.0,
    "disclosed_quantity": 0,
    "transaction_type": "SELL",
    "average_price": 288.53,
    "filled_quantity": 1650,
    "pending_quantity": 0,
    "status_message": null,
    "status_message_raw": null,
    "exchange_order_id": "1600000081387067",
    "parent_order_id": null,
    "order_id": "250527000308057",
    "variety": "SIMPLE",
    "order_timestamp": "2025-05-27 11:17:19",
    "exchange_timestamp": "2025-05-27 11:17:19",
    "is_amo": false,
    "order_request_id": "1",
    "order_ref_id": "UDAPI-I-MHbf1iBvKMivaPhdBez93bfX"
}

28 May 2025
{
“exchange”: “NFO”,
“product”: “I”,
“price”: 0.0,
“quantity”: 1800,
“status”: “complete”,
“guid”: null,
“tag”: “XnTQFDu5DSu9jLU4_tpE”,
“instrument_token”: “NSE_FO|61726”,
“tradingsymbol”: “NIFTY25MAY24800PE”,
“trading_symbol”: “NIFTY25MAY24800PE”,
“order_type”: “MARKET”,
“validity”: “DAY”,
“trigger_price”: 0.0,
“disclosed_quantity”: 0,
“transaction_type”: “BUY”,
“average_price”: 175.82,
“filled_quantity”: 1800,
“pending_quantity”: 0,
“status_message”: null,
“status_message_raw”: null,
“exchange_order_id”: “1600000000123386”,
“parent_order_id”: null,
“order_id”: “250528000012074”,
“variety”: “SIMPLE”,
“order_timestamp”: “2025-05-28 09:15:09”,
“exchange_timestamp”: “2025-05-28 09:15:09”,
“is_amo”: false,
“order_request_id”: “1”,
“order_ref_id”: “UDAPI-I-XuwbEybYap5rs1sN7J2WwYhT”
}

{
    "exchange": "NFO",
    "product": "I",
    "price": 0.0,
    "quantity": 1800,
    "status": "complete",
    "guid": null,
    "tag": "AAAAAAA84AAAAMA0CQAAAAAAAAAACwAAAAD//wAA",
    "instrument_token": "NSE_FO|61725",
    "tradingsymbol": "NIFTY25MAY24800CE",
    "trading_symbol": "NIFTY25MAY24800CE",
    "order_type": "MARKET",
    "validity": "DAY",
    "trigger_price": 0.0,
    "disclosed_quantity": 0,
    "transaction_type": "SELL",
    "average_price": 235.01,
    "filled_quantity": 1800,
    "pending_quantity": 0,
    "status_message": null,
    "status_message_raw": null,
    "exchange_order_id": "1600000006372945",
    "parent_order_id": null,
    "order_id": "250528000042122",
    "variety": "SIMPLE",
    "order_timestamp": "2025-05-28 09:21:18",
    "exchange_timestamp": "2025-05-28 09:21:18",
    "is_amo": false,
    "order_request_id": "1",
    "order_ref_id": "UDAPI-I-AYouPWYBr7H9K6WoyuTJSCWE"
}


{
    "exchange": "NFO",
    "product": "I",
    "price": 0.0,
    "quantity": 1800,
    "status": "rejected",
    "guid": null,
    "tag": "string",
    "instrument_token": "NSE_FO|61726",
    "tradingsymbol": "NIFTY25MAY24800PE",
    "trading_symbol": "NIFTY25MAY24800PE",
    "order_type": "MARKET",
    "validity": "DAY",
    "trigger_price": 0.0,
    "disclosed_quantity": 0,
    "transaction_type": "BUY",
    "average_price": 0.0,
    "filled_quantity": 0,
    "pending_quantity": 0,
    "status_message": "You need to add Rs. 306739.37 in your account to place this trade.",
    "status_message_raw": "RMS:Margin Exceeds,Required:785197.34, Available:478457.97 for entity account-75APHF across exchange across segment across product ",
    "exchange_order_id": "",
    "parent_order_id": null,
    "order_id": "250528000060564",
    "variety": "SIMPLE",
    "order_timestamp": "2025-05-28 09:25:59",
    "exchange_timestamp": null,
    "is_amo": false,
    "order_request_id": "1",
    "order_ref_id": "UDAPI-I-sQwIGIJB2fqXhydBxWEsDy9C"
}


{
    "exchange": "NFO",
    "product": "I",
    "price": 0.0,
    "quantity": 600,
    "status": "rejected",
    "guid": null,
    "tag": "string",
    "instrument_token": "NSE_FO|61726",
    "tradingsymbol": "NIFTY25MAY24800PE",
    "trading_symbol": "NIFTY25MAY24800PE",
    "order_type": "MARKET",
    "validity": "DAY",
    "trigger_price": 0.0,
    "disclosed_quantity": 0,
    "transaction_type": "BUY",
    "average_price": 0.0,
    "filled_quantity": 0,
    "pending_quantity": 0,
    "status_message": "You need to add Rs. 75319.37 in your account to place this trade.",
    "status_message_raw": "RMS:Margin Exceeds,Required:553777.34, Available:478457.97 for entity account-75APHF across exchange across segment across product ",
    "exchange_order_id": "",
    "parent_order_id": null,
    "order_id": "250528000060565",
    "variety": "SIMPLE",
    "order_timestamp": "2025-05-28 09:25:59",
    "exchange_timestamp": null,
    "is_amo": false,
    "order_request_id": "1",
    "order_ref_id": "UDAPI-I-fzTavkphT5w1DqSebmAvdXxv"
}
{
    "exchange": "NFO",
    "product": "I",
    "price": 0.0,
    "quantity": 1800,
    "status": "complete",
    "guid": null,
    "tag": "AAAAAAH1jQAAAMmjkAAAAAAAAAAACAAAAAD//wAA",
    "instrument_token": "NSE_FO|61726",
    "tradingsymbol": "NIFTY25MAY24800PE",
    "trading_symbol": "NIFTY25MAY24800PE",
    "order_type": "MARKET",
    "validity": "DAY",
    "trigger_price": 0.0,
    "disclosed_quantity": 0,
    "transaction_type": "BUY",
    "average_price": 173.02,
    "filled_quantity": 1800,
    "pending_quantity": 0,
    "status_message": null,
    "status_message_raw": null,
    "exchange_order_id": "1600000043937420",
    "parent_order_id": null,
    "order_id": "250528000158364",
    "variety": "SIMPLE",
    "order_timestamp": "2025-05-28 10:06:00",
    "exchange_timestamp": "2025-05-28 10:06:00",
    "is_amo": false,
    "order_request_id": "1",
    "order_ref_id": "UDAPI-I-7Ltd3IxiupoaHxkYTYjIStdQ"
}

The tagging bug not only disrupted the execution of trades associated with the mistagged orders, but also disrupted other trades, as the algorithm was unable to identify or process the unrecognized tags present in the order book.

While I understand that trading carries risks, this loss was not due to strategy failure but rather a system malfunction of Upstox.
The UpStox API team has acknowledged the bug in the API here. Mysterious order tags - #4 by MohitGolecha
I am not seeking compensation for missed profits—only a refund of the actual losses incurred, which total ₹241,772.71 across 27 May (₹167,883.15) and 28 May (₹73,889.56).

Thank you for your understanding and support.

3

Hi @Kislay,

We are checking your ticket IDs on priority. Will get back with an update, thanks.

4

Hi @Ushnota ,
Do we have an update?
Thanks

5

@Kislay,

We are checking this. Will get back when I’ve an update. Thanks for your patience.

6

Hi @shrini
India’s leading broker holds that position for a reason—I’ve personally seen them process a ₹10 lakh refund over a simple phone call. They experienced a glitch in their system, acknowledged it, took responsibility, and promptly issued the refund.

In stark contrast, the situation at Upstox is deeply disappointing.

I reported a critical bug in your system, which under standard practice should warrant a bug bounty reward. Instead, I haven’t even received a refund, despite more than two months having passed since the incident.

Best Regards
Kislay

1 Like
Some thoughts and suggestions to Upstox to improve API system
7

@Ushnota

It’s been 22 days since you said this was being checked on priority — and there’s still nothing to share?

To anyone considering switching to Upstox, this is what their ‘priority support’ looks like.

8

@Kislay Thank you for raising this. We want to confirm that this matter has been resolved directly with you, and the case is now closed.

At Upstox, we take every customer concern seriously and continuously work towards making our API platform more reliable and developer-friendly. We’re also strengthening our internal review and escalation processes to ensure such issues are addressed faster in the future.

We truly appreciate your feedback, and we’re committed to maintaining the trust of our developer and trading community.