Status of Initiated DCS Request (Opt-In / Opt-Out)

Problem Description

This issue occurs when a broker successfully initiates a Direct Cash Settlement (DCS) opt-in or opt-out request on the portal, but the request status remains “Processing” and does not update to “Processed.”

⚠️

It could be as a result of temporary system or network downtime.

Step-by-Step Resolution

1. The broker should escalate the issue to our contact center team by sending an email with a screenshot of the DCS request and the relevant CSCS account details.

2. Our team will investigate the request internally and provide feedback or resolution guidance.

✅

Please make sure that the request was successfully submitted before escalating to CSCS

Expected Resolution Timeline

Within 24 hours of receiving a complete complaint.