---
title: What to Do If a Document Request Stays Open or In Progress
description: "Some document requests take longer because they depend on manual handling or third-party response times. A request remaining Open or In Progress for a time does not always mean it has been ignored. ## A sensible response - Check that…"
url: "https://j-cred.co.za/zh/helpcenter/what-to-do-if-a-document-request-stays-open-or-in-progress/"
updated: "2026-03-30"
category: Document Requests
---

# What to Do If a Document Request Stays Open or In Progress

Some document requests take longer because they depend on manual handling or third-party response times. A request remaining Open or In Progress for a time does not always mean it has been ignored.

## A sensible response

- Check that the request type and subject details were entered correctly.
- Review whether the request depends on an institution, external party, or manual process.
- Keep your internal reference and any request identifiers ready.
- Contact support if the delay appears unusual or if you need a progress update.

**Tip:** Support can often assist faster when you provide the request context clearly rather than saying only that it is delayed.

**Need help?** Email [support@kto.co.za](mailto:support@kto.co.za) or [support@j-cred.co.za](mailto:support@j-cred.co.za), call [+27 10 224 0589](tel:+27102240589) during 9AM to 5PM CAT, or log a clear support request with your Search ID and internal reference where applicable.