> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blockhouse.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: managing accounts

> What each message means while managing accounts, and what to do.

These are the statuses and messages that need more explanation. If yours isn't here, we're happy to help at [support@blockhouse.capital](mailto:support@blockhouse.capital).

## Request status

The desk reviews new setups, deposits, withdrawals, venue changes and closures. Only setups and venue changes can come back with changes requested.

> **Under review: a new account setup**
>
> **Manage accounts** shows **In Review** and offers only **View**: the setup is read-only while the desk reviews it. You'll get an email when it's decided.

> **Under review: a deposit or withdrawal**
>
> The **Requests** column shows **Pending Deposit** or **Pending Withdraw**. The request is listed under **Open requests** on the strategy page and shows **Pending** in the **Capital** panel. Until the desk responds, you can cancel it with the **×** next to it.

> **Under review: a venue change**
>
> The **Requests** column shows **Pending Approval**, and **⋮** reads **Changes Under Review**. You may also see “A venue change for this account is already under review.” An account takes one change at a time and keeps its current venues and fees during the review. Once you hear by email that it's decided, you can make another change.

> **Under review: a closure**
>
> The **Requests** column shows **Closure Requested**, and **⋮** reads **Closure Under Review**. You may also see “A closure request for this account is already open.” You'll hear from the desk once it's decided.

> **Changes requested: a new account setup**
>
> The desk sent the setup back with what to change, and **Manage accounts** shows **Changes Requested**. Choose **Resume**, make the requested changes and submit again. See [the SMA Review troubleshooting](https://docs.blockhouse.app/open-an-account/troubleshooting.md#sma-review).

> **Changes requested: a venue change**
>
> The desk has asked for an adjustment, and its reason shows on **Review Changes**. Nothing on the account has changed. Choose **⋮** → **Continue Editing**, make the adjustment and submit again. To discuss the change, email [support@blockhouse.capital](mailto:support@blockhouse.capital).

> **Not approved: a deposit, withdrawal or closure**
>
> The request shows **Denied** in the **Capital** panel: the desk found an issue that blocks it, and nothing has changed on the account. Choose the **View message** icon on the request's row for the desk's reason. If you'd like us to take another look, contact [support@blockhouse.capital](mailto:support@blockhouse.capital).

> **Not approved: a venue change**
>
> You get an email and a notification, **Your venue changes were not approved**, with the desk's reason. The account carries on with its current venues. The edit is closed, so to try again, start a new one with **Edit venues**. If you think the decision is wrong, contact [support@blockhouse.capital](mailto:support@blockhouse.capital).

> **Approved: a deposit or withdrawal, but no funds have moved**
>
> You hold custody of the funds throughout, so approval doesn't make the transfer. It confirms that the desk can unwind your positions in an orderly way, or has capacity for your deposit. The desk will then send you the settlement details and timing to withdraw or deposit the funds.

## Manage accounts

> **Client ID says Awaiting, or “No IPs allocated yet.”**
>
> This is expected while you're onboarding: the Client ID and IP addresses are set up after you sign the SMA and choose **Continue**. Once the account has a Client ID, **Allocated IPs to whitelist** appears in the row's details.

> **Pending Draft in the Requests column**
>
> You have a venue change in progress that hasn't been submitted yet. Choose **⋮** → **Continue Editing** to finish it, or **Delete Drafted Edit** to discard it. Discarding leaves the account as it is.

> **There's no ⋮ menu on a row, or it has no Deposit or Withdraw**
>
> Deposits, withdrawals, venue changes and closures are only for live accounts with a Client ID. If the menu or its options are missing, the account is usually still in setup: choose **Resume** to finish it.

> **There's no bin icon on my setup, or “This setup cannot be deleted …”**
>
> You can only delete a setup that's still in progress and whose SMA hasn't been sent for signature. Once the SMA is out for signature or signed, the setup stays. If you no longer wish to continue, contact the desk at [support@blockhouse.capital](mailto:support@blockhouse.capital).

## Deposit or withdraw

> **The date won't go earlier, or “Withdrawals need N days notice”**
>
> A withdrawal needs the strategy's notice period, usually 7 days, so the earliest date you can pick is that many days from today. A deposit can be dated any day from today.

> **Withdraw or Request withdrawal is greyed out**
>
> The panel waits for your request history to load, since that sets the notice period. If it says “Couldn’t load your requests.” or “Could not load capital requests. Try again.”, check your internet connection, then choose **Try again** or **Retry**.

> **“This request is no longer pending”**
>
> The desk has already responded to the request, so it can't be cancelled here. Please contact the desk at [support@blockhouse.capital](mailto:support@blockhouse.capital) as soon as possible.

> **“Initial allocation” marked Recorded in the Capital panel**
>
> That's the starting allocation you committed during setup. It's a record, not a settlement confirmation.

## Change venues

> **“Fees above the strategy requirement: at most … bps maker and … bps taker.”**
>
> A fee you changed is above the strategy's limit. Fees are in basis points: for 0.02%, enter `2`. A fee left at its current value passes even if it's above today's limit, so you can also put it back.

> **Credentials asks for a broker account ID**
>
> An edit that adds or reactivates a venue asks for your prime broker's account ID on each venue the account doesn't have one for. Find it in your [prime broker guide](https://docs.blockhouse.app/open-an-account/connect-your-exchanges).

> **I want a different collateral, broker or strategy**
>
> The editor only changes venues, fees and keys, which don't require the strategy to unwind its positions. A different collateral, broker or strategy means unwinding the entire strategy, transferring the funds and scaling up again from the start, so we recommend closing the account and opening a new one. See [Add another account](https://docs.blockhouse.app/add-an-account.md).

## Close an account

> **“Account closure needs N days notice …”**
>
> The date you picked is inside the strategy's notice period, which the desk needs to close your positions without excess execution cost. Choose a date at least that many days out.

> **I want to cancel a closure request**
>
> While it's **Pending**, choose the **×** (**Cancel request**) next to it under **Open requests** on the strategy page, or in the **Capital** panel on **Portfolio**. Once the desk has decided, contact the desk at [support@blockhouse.capital](mailto:support@blockhouse.capital).


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.