Some requests need extra checks or actions from specialized teams (or external providers). When that happens, Support creates a ticket so we can track the case and keep you updated.
You can follow your ticket progress through:
the support chat on the website, and
email notifications (depending on your settings)
How to find and track your ticket in support chat:
What is a ticket?
A ticket is a tracked support case used for requests that can’t be solved instantly in chat. For example:
refunds
account restoration or deletion
bug investigations
withdrawals
When your status changes, you’ll see it in the chat or via email.
Refund ticket statuses
Status | What it means |
Submitted | Your request has been submitted |
In progress | Your request is being processed |
With Paddle | Waiting for Paddle to complete the refund |
With CoinPayments | Waiting for CoinPayments to complete the refund |
With Compliance | We’re completing a compliance review for your refund |
Refund approved | Your refund has been approved |
Refund rejected | Your refund request has been reviewed and no refund is due |
Tip: “With Paddle” or “With CoinPayments” usually means the refund is already in the provider’s hands, so the remaining time depends on their processing.
Account restoration ticket statuses
Ticket Status | What it Means |
Submitted | Your request has been submitted |
Restoration in progress | Restoration in progress |
Restoration: need more time | Restoration is taking longer than expected |
Additional information required from the customer | Additional information required |
Account Restored | Account Restored |
Restoration request rejected | Restoration request rejected |
Account deletion ticket statuses
Status | What it means |
Submitted | Your request has been submitted |
Internal review | Your request is under internal review |
Deletion in progress | Your deletion request is in progress |
Deletion completed | Your account has been permanently deleted |
Deletion canceled | Your deletion request has been canceled |
Bug report ticket statuses
Status | What it means |
Submitted | Your request has been submitted |
In progress - 3Commas | Your request is being processed |
Additional information required from the customer | Additional information required |
With Engineering | Engineers working on diagnosis or fixing |
Monitoring fix | Fix deployed – Monitoring impact and customer reports |
Resolved | Resolved |
Rejected/Won't be resolved | Unfortunately, the issue cannot be addressed. You can contact Customer Support for more details |
Note: Some “bug reports” turn out to be expected behavior or configuration issues. In those cases, Support will follow up in chat with clarification.
Withdrawal ticket statuses
Status | What it means |
Submitted | Your request has been submitted |
In progress - 3Commas | Under review |
With Finance | Our finance team is processing your withdrawal |
Withdrawal completed | Your withdrawal has been completed |
Withdrawal cancelled | Your withdrawal request has been cancelled |
Need More Help?
Use the support chat if you have any questions or haven’t received updates.
Mention your ticket number for faster assistance.