Help us assist you quickly and efficiently by following this checklist when reporting a new incident. Providing complete and accurate information ensures we can resolve your issue as promptly as possible.
Important Note
If you typically use the 3Commas mobile app, we recommend switching to the mobile web version for easier access to bot and deal IDs. These IDs are essential for troubleshooting and will be referenced throughout this article.
1. SmartTrade Information
Provide a screenshot of the SmartTrade ID with the down arrow expanded, displaying detailed trade information.
If the trade or deal is no longer visible, check the History page to locate it.
Ensure the specific trade in question is highlighted, and other trades are cropped from the screenshot.
Example of SmartTrade Details:
Example of Deal IDs:
Example after expanding details:
2. DCA Bot Trade Information
Share a screenshot of the DCA bot's trade ID and any relevant details.
After clicking the Deal ID number, a detailed window will appear. Include this in your report.
Check the Bot Events section for recent activity and error messages, and include this information if applicable.
Example of DCA Trade Details:
Example of Deal IDs:
Trades Section:
Bot Events Section:
3. Finding the DCA Bot's ID
You can locate the DCA bot ID through the following methods:
Click on the bot name and find the bot ID in the address bar (URL).
Use the Share button to copy and share the bot’s details.
Check the Bot Command Messages area.
4. Grid Bot Information
For issues with Grid bots, provide a screenshot with the bot information expanded. Click the down arrow for detailed trade data.
Clicking the bot name opens a new tab with more detailed information.
5. Finding the Grid Bot ID
Locate the Grid bot ID through these methods:
Open the bot name tab and find the bot ID in the address bar (URL).
Use the three-dot menu to access the Share button and copy the bot link.
The link will look like this:
6. Error Messages
If an error message was displayed, click on the Error word and include the message in your report.
If a trade did not close as expected, click on the deal pair & provide:
A screenshot of the 1-minute chart with the cursor placed on the relevant candle.
The Original chart type from the exchange’s website (not TradingView) with the correct timeframe matching your indicator settings.
7. Contacting the Support Team
To log a new support incident:
Click the support widget in the bottom-right corner of your browser window.
Use the widget to:
Ask a question or search for Help Center articles.
View and respond to previous messages with the support team.
Uploading Files:
Attach screenshots or videos using the Paperclip button.
Do not send links to third-party file-sharing sites, as these will not be opened for security reasons.
Thank You!
We appreciate your cooperation in following this checklist. Your detailed reports help us resolve issues faster and more effectively!