Please read this Support Policy to understand how to reach us and what to expect.
1. Contacting Support
You can contact our support team via email at support@takecapft.com We recommend using this email for:
General inquiries about our services.
Technical support for platform-related issues.
Account and billing questions.
1.1 Support Hours
Our support team is available to assist you during the following hours:
Monday to Friday: 9:00 AM to 6:00 PM (GMT-3)
Weekends and Public Holidays: Limited support may be available.
Please note that response times may vary depending on the complexity of the issue and the volume of inquiries.
2. Response Times
We strive to address all inquiries as quickly as possible. Below are our target response times:
General Inquiries: Within 24 hours.
Technical Support: Initial response within 12 hours; resolution times may vary based on issue complexity.
Account-Related Queries: Within 24-48 hours.
For urgent matters, please indicate “URGENT” in the subject line of your email.
3. Scope of Support
Our support team is equipped to assist with the following:
Troubleshooting technical issues on the trading platform.
Clarifying policies, terms, and conditions.
Resolving issues related to account management and payouts.
Guiding you through our application and onboarding process.
Assisting with technical challenges during the evaluation phase.
3.1 Exclusions
The following are outside the scope of our support services:
Financial or trading advice.
Third-party platform troubleshooting not directly related to TakeCapFT.
Issues caused by user negligence, such as forgotten passwords or improper account management.
4. Escalation Procedure
If an issue cannot be resolved by our initial support team, it will be escalated to our senior technical or management teams. For escalations, please allow an additional 48-72 hours for resolution.
5. Data Privacy
All information shared with our support team is handled in compliance with our Privacy Policy. Sensitive account details will never be disclosed or shared without your consent.
6. Feedback
We value your feedback to improve our services. If you have suggestions or comments regarding our support, please send them to feedback@takecapft.com
7. Updates to This Policy
This Support Policy may be updated periodically to reflect changes in our processes or services. The latest version will always be available on our website.