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Client Portal User FAQs page

  1. I can't login / Magic Link is not working
    • The Magic Link is valid for 5 minutes only
      If you have created multiple log-in attempts, only the last Magic Link created will work.
    • Ensure you only have one browser tab (session) open for 3С Portal.
    • Try entering the code manually if copy and pasting does not work

    If the issues persist, please reach out to our Support team at [email protected] and our team will assist you!

  2. Emails not being received

    3. Please check your spam folder and ensure emails from [email protected] and [email protected] are not being blocked. Adding these email addresses as "contacts" in your email account will help prevent important messages from being blocked or sent to spam.

    If the problems persist and you cannot receive messages from [email protected], please contact your Asset Manager to submit a support request on your behalf.

  3. WebAuthn Login & Passkeys

    4. 3С Portal supports WebAuthn, offering a more secure and convenient way to log in:

    • Adding a Passkey:
      • After signing in with a Magic Link, if your device supports WebAuthn, you will be prompted to add a passkey.
      • Once added, you can log in using a passkey, fingerprint, Face ID, or other biometric authentication methods available on your device.
    • Why is WebAuthn Secure?
      • Enhanced Security: WebAuthn uses public-key cryptography, ensuring that your private keys remain on your device. This approach significantly reduces the risk of phishing and credential theft. You can check this article for more info about WebAuthn.
      • Improved User Experience: By eliminating the need for traditional passwords, WebAuthn offers a seamless and efficient login process, allowing you to access your account swiftly using biometrics or hardware tokens. You can check this article for more info about passwordless authentication.
    • Managing Your Passkeys:
      • You can manage passkeys in the Account Settings section.
      • Rename or remove added passkeys whenever needed.
  4. How do I connect my API keys?

    5. Please refer to our "Connecting Exchange Accounts" article provided in the 3С Portal to create API keys on your exchange and enter them into the portal.

    If you want to connect additional exchange accounts, please contact your Asset Manager first to inform them.

  5. API key error messages.

    6. Make sure you follow the instructions in the article and copy-paste the API keys exactly as provided by your exchange.

    Make sure all required permissions are enabled.

    If the error persists, contact support at [email protected]

  6. How do I revoke my API keys?

    7. If there are active trades or deals created by your Asset Manager, contact them first as API keys cannot be removed while trades are in progress.

    If there are no active trades, you can remove connected exchange accounts from the Client Portal Dashboard. Additionally, delete the API key from your exchange's API management page.

  7. How do I log out of my account?

    8. Log out from your account if you are leaving your device unattended or using a public computer. To log out, click the account icon in the top-right corner of the page.

  8. How do I close my account?

    9. Contact your Asset Manager to ensure that active trades are close. After confirmation, contact [email protected] to arrange account closure.

  9. Which exchanges are supported?

    10. You can connect any of these 14 exchanges:

    • Binance
    • Binance.TR
    • Binance.US
    • Bitget
    • BitFinex
    • Bitstamp
    • Bybit (UTA or Classic)
    • Coinbase Advanced
    • Gate.io
    • Gemini
    • HTX
    • Kraken
    • KuCoin
    • OKX
  10. How do I change my Email address?

    11. Contact [email protected], including your old and new email addresses in your message.

    If you have access to the old email address registered to your account, send the message from that address.

    Note: Email changes will only occur after verifying your identity.

  11. How do I get a copy of my Personal Data (DSAR)

    12. Please contact the Support team by emailing them at [email protected] who will assist with your request.

  12. My account was hacked/phished or any other security issues

    13. Account security is a top priority. Change the password for your registered email immediately.

    Report any suspicious activity to your Asset Manager and [email protected].

  13. Are there trading fees?

    14. The 3С Portal does not charge fees for its use.

    Your Asset Manager may charge service fees; consult them for details.

    Note: Trading fees may apply from your exchange account provider.

  14. Feature requests

    15. Submit feature requests via your Asset Manager, who will escalate them to the appropriate team.

  15. Is the Client Portal related to 3Commas.io?

    16. The Client Portal is powered by 3Commas but operates as a separate product for Asset Managers and their clients to ensure a secure user experience.

    For further details, please refer to Legal Disclaimer.

  16. Recommendations for setting up exchange accounts

    17. Consult your Asset Manager about creating sub-accounts to isolate managed funds from personal trading activities.

  17. How secure is the Client Portal?

    18. The Client Portal is a non-custodial software for managing and tracking exchange accounts.

    You cannot withdraw or transfer funds directly through the portal; all transactions occur through your exchange account provider.

  18. How does the Client Portal connect to exchange accounts?

    19. Connections are made using API keys with three key security measures:

    1. Sign Center:Ensures secure API key storage and functions similarly to tools like Metamask.
    2. API Key IP Whitelisting:Restricts API usage to authorized IP addresses specified during exchange setup.
    3. Transactional Access Only:The portal can initiate trades but cannot withdraw or transfer funds.
  19. How is user data secured?

    20. User data is protected using industry-standard tools:

    • Web Application Firewall
    • DDOS attack protection
    • SSL/TLS encryption via Cloudflare
  20. What can you do to keep your data safe?

    21. Use strong, unique passwords for all accounts.

    Enable two-factor authentication (2FA).

    Securely store backup keys and API keys.

    Avoid sharing sensitive information through unsecured channels.

    Protect devices with PINs or biometrics.

  21. Official URLs and emails

    22. Official Client Portal URL: client.3commas.io

    Official support email addresses: [email protected] and [email protected]