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 or support@j-cred.co.za, call +27 10 224 0589 during 9AM to 5PM CAT, or log a clear support request with your Search ID and internal reference where applicable.