Frequently Asked Questions
Support
Trouble logging In? If you’re an existing client and are having trouble logging in, the fastest resolution is via our unable to logon form. Alternatively send us an email at support@raccoon-capital.io
Other support queries? If you are able to login, please request assistance via our support chat. This allows you to send us messages securely, protecting any sensitive data related to your account. If you are a new user, you can email us at support@raccoon-capital.io Please note that we will never ask you for your password and it is never safe to give out your password.
How do I reset my password on my account? If you have an account with one of our partners, you will need to reset your password on their platform. If you have forgotten your account's password, you will need to reset it.
How do I change my password on my account? If you want to change your password, you must first be logged into your trading account: Once logged in to your account, click on the "Account" menu. Under "Security", click "Reset Password". You will then be prompted to input your current password, followed by your new password. Your new password must be at least 8 characters long. Once you have filled in all fields, click "Change," and your new password will be saved.
How to disable your account If you wish to disable your account, you have to contact our Support with the issue "Close/delete account."
Why do we ask you to complete identity verification? As a registered financial institution, we are obliged to know who our customers are in accordance with European law. To do this, we ask our customers to verify their identity by providing their ID, passport or driving license.
How can I make a purchase with a bank transfer? We support bank transfers from residents of all supported countries. SEPA is the preferred method of bank transfer within Europe.
When is the final exchange rate calculated? The actual exchange rate that will be used to calculate the final amount of cryptocurrency you will receive for your funds is the one offered by Raccoon Capital at the moment of processing your trade.
Buying cryptocurrency with bank transfer
Processing time for bank trades Bank transfers in EUR and GBP usually arrive quickly in our accounts. Transfers in other currencies usually take between 0 to 5 business days, depending on the sending bank and the number of intermediary banks involved in that transaction.
Can I use my corporate account? If you have a personal trade account, we can only accept transfers from a personal bank account. Write our support@raccoon-capital.io to enable a corporate account.
Can I use a payment provider? No, transfers issued through a payment provider will be rejected.
Who should pay transfer fees? We pay our bank’s fees, you pay yours.
Buying cryptocurrency with card
My card is not 3D Secure. Can I still buy? If your card is not 3D Secure, we suggest you try using a different card that has this security measure or pay with a bank transaction instead.