How can we help you?

Fraxtor does not charge any fees for deposit or withdrawal of funds into your wallet. However, please note that the bank may have transfer fees that apply on any incoming or outgoing fund transfers.

After you make a subscription, you will receive a confirmation email with the instructions for funds transfer.

Alternatively, you can go to Dashboard → Activities → <Your subscription> → Details. The fund transfer instructions will be included in the document.

* Please note that the deposit amount should be net of all banking fees, where applicable.

There is no limit for deposit or withdrawal of funds, however, every transfer will be subject to strict compliance checks.

Note: Banking fees may apply for deposits and withdrawals.

Funds received in Fraxtor’s Escrow account will be reflected in your wallet within 2 working days. Please note that some modes of transfers may take 3-5 working days for transmission before it will be deposited in Fraxtor’s Escrow account.

In the event that you have made a transfer and the funds do not appear in your account after 5 days, please contact us at support@fraxtor.com for assistance. 

Please indicate the subject of the email as – “Platform Wallet Issue [Full Name]” and attach your fund transfer advice in the email to help us expedite the rectification process.

Fraxtor does not charge any fees for deposit or withdrawal of funds into your wallet. However, please note that the bank may have transfer fees that apply on any incoming or outgoing fund transfers.

To withdraw funds from your Fraxtor wallet, please follow these steps.

1. Log into your Fraxtor Account.
2. Click ‘Wallet’.
3. Click ‘Withdraw’.
4. Enter your bank account details. Click ‘Submit’.
5. Enter the withdrawal amount. Click ‘Submit’
6. Enter the OTP sent to your mobile. 

Note: Withdrawal must be to a bank account in the user’s name.

Your (OTP) acts as an extra layer of security placed on our website to prevent fraudulent activities and to protect our clients.

Depending on the bank you are using and the country in which the bank is domiciled, it will generally take within 1 to 5 business days for funds to be credited into your bank account.

If your withdrawal request has not been processed, you can request to cancel the withdrawal. 

To cancel a withdrawal request, please contact us at support@fraxtor.com. 

Please indicate the subject of the email as – “Withdrawal Request Cancellation [Full Name]”

Note: Withdrawal requests that have been processed cannot be cancelled.

Please contact us at support@fraxtor.com as soon as possible if you believe that your account has been compromised.

Please indicate the subject of the email as – “Account Security [Unique Investor Code]”

There is no limit for deposit or withdrawal of funds, however, every transfer will be subject to strict compliance checks.

Note: Banking fees may apply for deposits and withdrawals.

To download your account statements, please follow these steps.

1. Log into your Fraxtor Account.
2. Click ‘Dashboard’.
3. Click ‘Statements’.
4. Select the month of the account statement 
5. Click ‘Print’ and save your document as a PDF.

You can view your portfolio under the ‘dashboard’ tab.

When you log into our platform, you can view your past transaction details under the “Activities” page. You may also download your monthly statements from “Account” → “Account Statements” → “Print” → “Save as PDF”. If you require more assistance, please contact us at support@fraxtor.com

To close your Fraxtor account, please email us at support@fraxtor.com.

Please indicate the subject of the email as – “Close Account [Full Name]”.

If you opt out as an Accredited Investor, you will not be able to view and invest in Fraxtor product listings in the future. However, if you have made any investments through the Fraxtor platform, you will continue to receive any dividends and/or proceeds from your investments.

To opt out as an Accredited investor, please fill in this form and email it to us at support@fraxtor.com. 

Please indicate the subject of the email as – “AI opt out [Full Name]”.

*You will not be able to invest with us once you opt out as an Accredited investor.

Please email us at support@fraxtor.com and a Fraxtor representative will assist you.

Please indicate the subject of the email as – “Bank Account [Full Name]”

Note: You will be requested to provide a bank account statement to prove the beneficial ownership of the account.

Please email us at support@fraxtor.com and a Fraxtor representative will assist you.

Please indicate the subject of the email as – “Bank Account [Full Name]”

In the interest of cybersecurity, after your account is approved, the documents you have uploaded will not be available on the Platform.

In compliance with regulatory guidelines, any record related to the investor’s account will be kept by Fraxtor for at least 5 years, even if the account is closed.

If you lose your phone, or no longer have access to the phone number that you have registered with Fraxtor, you will need to inform us as soon as possible by contacting us at support@fraxtor.com.

Please indicate the subject of the email as – “OTP assistance [Full Name]”

2FA authentication provides an additional layer of security to your platform access. This will help prevent unauthorised access to your account.

If you lose your phone, or no longer have access to the phone number that you have registered with Fraxtor, you will need to inform us as soon as possible by contacting us at support@fraxtor.com

During the registration process, you will be required to verify your mobile number via an One-Time-Password (OTP), sent to your registered mobile number. Please complete this verification process to enable 2FA on your Fraxtor Account.

Fraxtor uses SMS for its 2FA. You will need to have access to your phone in order to receive the 2FA code.

Alternatively, you can enable your 2FA by clicking on ‘2FA setting’ in your profile page. 

* To subscribe, 2FA has to be enabled for your Fraxtor account.

To log in to your Fraxtor account:

1. Click here to login. 
2. Log in using the email address and password you used when signing up with us.
3. Key in the 6 digit one-time password (OTP) that you will receive on your registered mobile number when prompted.

To reset your password:

1. Click here.
2. Click on “Forgot your password?”.
3. Enter your registered email and click submit.
4. Go to your email and click on the reset password link that has been sent to you.

If you still encounter issues with your password, please contact us at support@fraxtor.com for further assistance.
Please indicate the subject of the email as – “Forget Password [Full Name]”.

To ensure a secure password, we require your password to have the following:

1. Contain at least one letter
2. Contain at least one number
3. Contain at least one special character
4. Contain at least one upper case letter
5. Be at least 8 characters long

Your username is the email address that was registered with Fraxtor when the account was created. You should have received several notification emails from Fraxtor upon completion of onboarding.

If you still encounter issues with your username, please contact us at support@fraxtor.com for further assistance. Further information may be required for verification purposes.

Please indicate the subject of the email as – “Forget Username [Full Name]”.

If you do not receive your OTP within 1 minute, you can request for a new OTP by clicking on the OTP request link.

If you still do not receive an OTP after multiple attempts, please contact us at support@fraxtor.com so we may assist you.

Please indicate the subject of the email as – “OTP assistance [Full Name]”

For security purposes, our system does not support log in on multiple devices.

Fraxtor users will be automatically logged out if the system detects inactivity on the platform, or if a new login is detected on another device.

Yes, your session will be terminated automatically after prolonged inactivity.

To change your account details, please contact our Customer Service team by email at support@fraxtor.com. For your account safety and to prevent unauthorised changes, we must verify your account identity before making any changes.

Please indicate the subject of the email as – “Update of Contact Details [Full Name]”

If you have recently changed your personal details, please reach out to us to update your personal details. Some of such changes include, but are not limited to the official name, marital status and citizenship.

Kindly notify us of any changes which would render your information in our system inaccurate via email at support@fraxtor.com. You may be required to furnish supporting documents for confirmation.

Please indicate the subject of the email as – “Change of Personal Details [Full Name]”.