Published: 2026-12-29

What to Tell KuCoin Support When a Bot, Not You, Caused the Problem

KuCoin support needs to know quickly whether you're reporting a bot malfunction or just an unlucky strategy — the two look similar in a vague ticket, but they aren't the same thing.

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Bot Malfunction vs Bad Strategy Outcome

A bot that failed to place orders it should have, or that used a configuration different from what you set, is a legitimate technical issue. A grid or DCA bot that simply lost money because the market moved against its logic is normal trading risk, not a malfunction — support treats these very differently.

What Support Can Investigate

Order execution logs and bot configuration history are things support can actually pull and compare against what you intended to set — useful for a genuine malfunction claim, less relevant if the bot simply behaved as configured in a falling market.

Setting Up Your Account for Reference

Registration link: https://www.kucoin.com/r/af/QBSSSDEC

Referral / invite code, if KuCoin asks for one separately: QBSSSDEC

URL: https://www.kucoin.com/r/af/QBSSSDEC
Code: QBSSSDEC
Open it in a private window if an older invite's cookies are still set in your browser

Support Channels

Live chat for account questions; a formal ticket, referencing the specific bot ID and time range, for anything alleging a configuration or execution error.

Before Filing a Ticket

Check and note:

The bot's configured settings at the time
Specific timestamps where behavior seemed wrong
Whether the outcome matches normal bot logic in that market move
Screenshots of the bot's order history

More Worth Knowing About KuCoin

KuCoin is worth watching closely here because of built-in grid, DCA, and martingale trading bots, the KCS token, and the Spotlight token-launch program — that's the detail a generic version of this guide tends to skip.

None of the above replaces checking the live account settings and support pages for exactly what's changed since this was written.

Recheck settings, limits, and support channels directly in the app before acting
Keep a record (screenshots, ticket numbers) of anything you report
Run your numbers through a fee calculator once the account issue is sorted