What is a ticket?
A ticket, also known as Request for Information, is a request sent to you asking for additional documents or information. This can occur, for example, during application reviews while onboarding, transfer reviews, updating previously submitted documents to comply with regulatory requirements, or to resolve account restrictions. This ensures that your account remains secure and Vivid is compliant with EU regulations.
In addition to these “Requests for Information”, our Customer Care agents may create internal tickets to assist with situations you are experiencing. These tickets are handled internally and are different from tickets that require your response. These types of tickets are purely for your own visibility.
Where can I find the ticket?
In some cases you will be notified via an email or through a banner in your account that you have a ticket. You can also check in the tickets section to see if any information has been requested by the team. Here are the steps to find your tickets section:
App:
Go to your chat with Customer Care in the top right corner of the main screen.
At the top of the screen, you will see a toggle option.
Switch to “Tickets.”
There, you can check whether you have any open tickets that require your response.
Web- Interface:
Go to your chat with Customer Care in the bottom right corner of the main screen.
At the bottom of the screen, you will see a toggle option.
Switch to “Tickets.”
There, you can check whether you have any open tickets that require your response.
What statuses can a ticket have?
Open (awaiting your response)
In review (information submitted and under review)
Completed (review finished)
What kind of information or documents can be requested?
Examples include:
Identity verification documents.
Company profile and registration details.
Proof of business activity (such as invoices or agreements).
Articles of Association or other company formation documents.
Financial statements, tax declarations, or licenses, depending on the business type.
Who can access and respond to tickets?
Owners, Admins, and Assistants can see and respond to all RFIs.
Employees can only see RFIs that relate to them personally.
What happens if I do not respond?
Your application review or transfer processing may be delayed or rejected.
Your account may be restricted or blocked.
How long does a review take and how will I know when the review is done?
While we aim to resolve all tickets within 24 hours, review times may vary depending on the complexity of the request and the volume of cases. You will be notified once the review is completed. This is typically done via email and/or through an update in the Support section under Tickets.