At 3Commas, some requests, like refunds, account verification (KYC), or restoring access to your profile, require additional checks from specialized teams. These are handled using support tickets, which let us track your case and keep you updated via chat and email.
What is a Ticket?
A ticket is a dedicated case for issues that can’t be solved instantly in chat. Typical ticketed requests include:
Refunds
Account verification (KYC)
Account restoration (e.g., recovering access or restoring an account after review)
You’ll be notified when a ticket is created and can follow its progress in the support chat or via email.
Refund Ticket Statuses
What each status means when your refund request is being processed:
Ticket Status | What it Means |
Submitted | Your refund request has been received. Our team is reviewing it. |
Approved | Your refund has been approved and is now being processed. |
Processing – Paddle | Your refund is being handled through our payment processor Paddle. Expect email confirmation soon. |
Processing – CoinPayments | Your crypto refund is being processed via CoinPayments. |
Processing - 3Commas | You’ll receive a updates once it's complete. |
Rejected | Your refund request was declined. We’ll follow up with more details as needed. |
Delayed | We’ve encountered a delay—please bear with us. You’ll be notified once we resume processing. |
Completed | Your refund is finished. Funds should appear shortly depending on your payment method. |
KYC Request Ticket Statuses
What each status means for KYC / account verification requests:
Ticket Status | What It Means |
Submitted | Your KYC-related request has been received. |
In Progress | Our verification team is reviewing your request. |
Delayed | Processing is taking longer than usual. We’ll notify you of any updates. |
KYC Approved | Your verification was successful. |
KYC Rejected | Your verification did not pass. Please check for a message with further details. |
Additional Information Required | We need more documents or clarification from you. Check your support chat. |
Residence Address Changed | Your updated address has been verified and applied. |
Account Restoration Ticket Statuses
What each status means for account restoration requests (for example, restoring a previously closed/limited profile):
Ticket Status | What it Means |
Submitted | Your ticket has been submitted. |
Restoration in progress | Restoration in progress. |
Restoration: need more time | Restoration is taking longer than expected. |
Additional information required | Additional information required. |
User profile restoration: Rejected | User profile cannot be restored. |
Account Restored | Account Restored. |
Need More Help?
Use the support chat if you have any questions or haven’t received updates.
Mention your ticket number for faster assistance.