That is usually expected. The transfer step stays open until your shares actually arrive and settle in your Cache brokerage account, so there is a normal gap between starting a transfer and seeing the step complete.
Typical timing
ACATS, where Cache pulls the position from your brokerage: three to five business days.
DTC, where you push the shares from your brokerage: one to two business days.
Cost basis follows the shares by about two days on an ACATS transfer.
Some sending brokerages take longer than this. There is also often a day or two where the position is not visible at either firm, which is normal and does not mean anything has gone wrong.
Two things worth checking yourself
Confirm your brokerage actually submitted the transfer, rather than saving a draft request. Most brokerages show a pending transfer under their transfers or activity section.
If you used DTC, check the receiving details matched exactly. The receiving firm is Apex Clearing, the DTC participant number is 0158, and your Cache account number and account type need to match what is shown in the portal.
When to contact us
If it has been more than a week since your brokerage confirmed it sent the shares, contact us and we will look at it directly.
The same applies if you are approaching a close date and the step has not cleared. Moving to a later close is routine and costs you nothing, so it is better to tell us early than to run out of time. Your current step and your close date are both shown on your invitation in the portal.