Problem
Zendesk Ticket: 321961
Summary
I don’t like using non-support channels for help but I’m not sure what else to do to reach a real human. I noticed all of the support emails say you’re experiencing higher volume, but if that message is on every message, then that can’t be true.
I have a pending_cancel order that’s been stuck since Jul 14, 2026, 03:30:14 PM. I’ve had it happen before so I reached out to support to cancel it on my behalf. I submitted a ticket and have only received AI responses, including the following, which is infuriating. I provided all the key details needed and have yet to hear back other than this automated message:
Paper or Live Tradng?
Paper
Example Code
- Symbol: CSX
- Order ID: 84fb85a8-d3ce-4fba-a45f-6cc496ad8ab2
Same here… sent the issue in a few days ago and have only received AI responses to my issue as well.
Symbol: CPRX
@Dan_Whitnable_Alpaca I’ve only had this happen a few times in the last 3 months but it’s frustrating to sit on my hands if support is overloaded.
Is there a way to make either an extra api call to close these types of situations on our own, or build support a quick-tool that can batch-clear these instances? I guess if you can identify these types of situations, the root cause could be fixed.
In both times I’ve seen it, the order that gets stuck in pending_cancel is an end-of-the-day Stop trade that goes unfilled that day. It’s a non-extended hours trade that has the max GTC. The next morning, when trying to replace the existing order with a new order/stop it reaches this pending_cancel state.
