FAQs - Trouble shooting
Please send an email to CustomerService@rakutentrade.my on the issue / challenges faced within 48hours of the occurence for further investigation. Please include your account details, the transaction details, and a screenshot if relevant. We will respond via email accordingly.
Upgrades have been executed since May with further upgrades to be rolled out in phases but until all phases are executed, you may still experience intermittent connection issues during peak periods. In the meantime, we ask for your continued patience and support.
Sorry to hear that. We usually respond to emails quite quickly on a weekday. If you haven't yet heard from us, please do chat with us using our Livechat function here
If you resubmitted an incomplete application, it will be processed within 72hours.
Rest assured we do endeavour to reply to ALL enqueries.
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Please do regularly check the ticker bar on the main page of the website / dashboard for announcement on our system maintenance.
We perform daily maintenance from 5:00:00PM to 5:59:59PM and 11:15:00PM to 11:59:59PM on trading days. During this period, select services will not be available.
A gentle reminder that there will always be risk involved when it comes to trading securities whether it’s due to internal or external forces. We aren't saying that it’s not our fault but sometimes things happen beyond our control (Eg: Bursa breakdown, disruption from our 3rd party service provider, etc). Hence it is important that you understand the terms and conditions that was put forth at the time of account opening.
Having said that, you can always still send us an email at CustomerService@rakutentrade.my if you would like us to investigate further within 48 hours of the occurence. Please include your account details, the unauthorized transaction details, and a screenshot if relevant. We will respond via email accordingly.