Dear Rakuten Trade client,

A few things have happened this and last week that has affected your experience with us, and we believe an explanation is warranted.

As you may be aware, we have been experiencing unprecedented high traffic volume since the start of the MCO and this has caused intermittent connection issues as well as delays in order status updates during peak periods.

This has in turn led to a high volume of communication requests and as such, longer than normal wait times are being experienced. Respectfully, while we work on things, please expect a delay of up to 48 hours (during the weekday) for responses via phone, email and Facebook Messages. Rest assured that we will reply to all requests.

Upgrades have started and are being rolled out in phases. We expect to complete this by 20 September 2020 but until all phases are executed, you may still experience intermittent connection issues.

Separately, we understand that many are still using WhatsApp to reach out to us and regrettably are not getting anything in return. As you may have read on Friday, there are individuals and companies who have falsely represented Rakuten Trade in various online investment scams. They reached out to their intended victims via WhatsApp.

As per the notification issued earlier, effective 12 June 2020, Rakuten Trade has stopped using WhatsApp as a communication channel because of this. A gentle reminder to all, to always exercise caution when sharing personal information to unverified individuals/companies.

We appreciate your kind understanding and continued support. Please stay safe.