When the assistant offers to do something
What the confirm button under an assistant's message does, the three actions it can ever offer and what withdrawing a verification submission really costs you, how a multi-step process works, and what happens if you ignore it.
Sometimes the support assistant will put a button under its answer instead of only telling you where to go. This page explains what that button is, what it can and cannot ever be, and what happens if you never press it.
If the assistant on your platform has never shown you one, the people who run it have not switched this on. It is off until they turn it on, and it is a single switch covering the whole list below — they cannot allow one of these actions and refuse another, and they cannot add a fourth. The list is written into the software, not configured.
What is the button under the assistant's message?
It is an offer, not something that has happened.
The assistant cannot do anything to your account. What it can do is put forward one of a small number of pre-written actions. The sentence you read above the button is not written by the assistant — it belongs to the action itself, and it is the same sentence every time that action is offered, to everybody.
When you press it, the action runs under your own sign-in, through an ordinary authenticated request. Every check the platform would have applied had you done it yourself from the relevant page applies to it too — including the ones that decide whether you are allowed to do it at all, which is why an action you cannot take is never offered in the first place.
Nothing happens until you press it. Closing the conversation, ignoring the button, or replying with something else all leave your account exactly as it was.
Why does the sentence never change?
Because if the assistant wrote it, the sentence could describe one thing while another was queued.
The whole safety of this feature rests on you reading an accurate description before you agree. So the description is fixed in the software alongside the action itself, and the assistant's only decision is which action to offer.
What sort of things can it offer?
Only things that are reversible and do not involve money. The list is short and fixed. Today it is three things, and one of them costs you a day — the button says so, and the section after this one explains it.
- Send your verification email again, to the address already on your account. Not to one you type in — there is nowhere to type one.
- Withdraw a verification submission that is still waiting for review, so you can submit again with different documents. A withdrawal is recorded as a rejection, so you cannot submit for that level again for 24 hours — read the section below before you press it.
- Mark your unread notifications as read. Nothing is deleted: every
notification stays in your list, and you can mark any of them unread again
from Notifications (
/user/notification).
That third one is a good illustration of where the line sits. Marking a notification read can be undone from your own page in one click, so it qualifies. Deleting your notifications cannot be undone by anybody, so it is not on the list and cannot be added to it.
It will never offer to:
- Move, send, refund, credit or recover funds.
- Cancel, place or change an order, a trade or a withdrawal.
- Change your password, your two-factor authentication or any security setting.
- Approve your verification or raise your level.
- Do anything to anybody else's account.
Because of that, no legitimate button from the assistant will ever ask you to
confirm a payment, a transfer, or anything to do with a seed phrase, a private
key or a code. If you are ever shown something that does, do not press it —
report it from Support tickets (/support).
Withdrawing a verification submission locks you out for 24 hours
This is the one action on the list with a real cost, and the sentence on the button says so before you agree to it.
Your platform refuses a new application for a level it rejected you on within
the last 24 hours. Withdrawing counts as a rejection, so the clock starts the
moment you press the button. Go to Verification (KYC) (/user/kyc) straight
afterwards and you will be told to wait, not offered a form.
The right reason to withdraw is that you already know the submission is wrong — the wrong document, an unreadable photograph, the wrong name. In that case you were going to be rejected anyway, and a reviewer's rejection starts the same 24-hour clock, at the end of the review queue instead of now. Withdrawing turns "wait days to be turned down, then wait a day" into "wait a day, starting now".
If you are not sure the submission is wrong, leave it alone and ask a person instead.
Because of that cost, this is the only action that asks twice. Pressing the button opens a confirmation box repeating the same sentence word for word, and nothing happens until you confirm there. The other two act on the first press.
Two things it does not do, in case you are weighing it up: nothing you have already been approved for is affected, and the documents you uploaded are not deleted.
What is a multi-step process?
Some problems are not one button. Re-doing a verification that was submitted with the wrong documents means withdrawing the old submission and then sending the new one — two different things, and because of the 24-hour rule above, never on the same day.
When your platform has this switched on, the assistant can start a process instead of a single action. You will see the same kind of card, with the step you are on marked — "Step 1 of 2" — and the description of just that step.
- You confirm one step at a time. The next step appears only once the previous one is done.
- The assistant is not involved after it starts it. The steps are written into the platform, in a fixed order, and they advance on their own. The assistant chose which process fits your problem and nothing else.
- Nothing skips. If a step stops being possible — you got verified in the meantime, say — the process stops and tells you, rather than jumping ahead.
A small panel follows you around the site while a process is running, so you can see where you are from any page and get back to the conversation in one click. When the assistant walks you through something covers that panel in full.
Some steps are just a page
Not every step changes something. "Open the verification page" is a step, and it sends you to the right page so you can see where you stand and do the rest there.
That is deliberate. The assistant does not fill forms in on your behalf, on any platform, in any configuration. Where something needs doing, you do it on the real page, with the platform's own confirmations in front of you — which is also the only way you actually see what you are agreeing to.
What it can do on that page is point. A step may offer to walk you through the screen it just opened, highlighting one control at a time with a sentence for each — see When the assistant shows you the page. That still fills nothing in and presses nothing; it is an explanation drawn on top of a page you were already looking at.
What if I do not finish it?
Nothing. An unfinished process does not do anything on its own and does not expire your ticket.
Two things are worth knowing:
- Your conversation stays open while a process is running. Platforms that automatically close quiet tickets do not close one that is mid-process, so you will not come back to find it shut.
- A process does not stay open forever. After about a week the buttons stop working, because an offer made for a situation a week ago may not make sense any more. Ask again and the assistant will check your account as it stands now and start fresh.
The same applies to a single offered action, over a shorter window — roughly a day. If you scroll back through an old conversation and press an old button, it will tell you it has expired rather than act on stale information.
Can I ask a person instead?
Always, and at any point. Type "I want to speak to a person", or use the Talk to a person button under the message box. A half-finished process is not a commitment and does not have to be finished before somebody can help you.
See The support assistant, and asking for a person for what the assistant can and cannot do generally, and for what support will never ask you for.