Support Guide
Verified: 2026-05-28100% complete

Holdings mismatch

Verified: 2026-05-28% complete
Customer's problem
The customer's holdings look wrong — some funds are missing or the amounts are off.
Quick fix
A new order takes 1–3 working days to show. Pull down on the portfolio screen to refresh. Funds from other apps appear only after a CAS import.
❓ First ask

"Have you recently placed a new order, or are these funds held on another app?" This tells you whether units are pending allotment or a CAS import is needed.

Steps — what to do

  1. If the customer recently placed an order, units will not appear in holdings until the fund house allots them — this takes 1–3 working days.
  2. Ask them to pull down on the portfolio screen to refresh — this re-syncs holdings data.
  3. Funds held on other platforms (e.g. Groww, Coin) will not appear automatically. They must import their CAS (Consolidated Account Statement — a single statement of all mutual fund holdings).
  4. After refreshing, give it about a minute for data to sync.
🗣️ Say this to the customer
Sir, units from a new order take 1 to 3 working days to be allotted, so they will not show until then. Please pull down on the portfolio screen to refresh. To see funds from other apps, you will need to import your CAS.
🔴 Escalate when

The order shows "Allotted" in order history more than 3 working days ago, but the units still do not appear in holdings. Hand off to L2 to check portfolio sync and data integrity.

⚙️ Background (agent reference — do not read to customer)

Holdings data comes from the portfolio API combined with CAS (Consolidated Account Statement) sync. Pending orders are not reflected in holdings until units are allotted. Investments made on other platforms won't appear unless the user imports their CAS.