FAQ

My Account

What is Swift Code?

A code used for identifying the country, bank and branch that an account is registered to is called the SWIFT code. You can find the SWIFT code by getting in touch with your bank. In some cases, the SWIFT code many only have 8 eights so XXX should be inserted at the end.

How can I update my personal information?

Updating personal information is quite straightforward and you can do it at any time. Go to My Account, click on Personal Settings and make the necessary changes. Another option is to inform us about any necessary updates or changes to be made in your personal information via email.

I have forgotten my password. What should I do?

You can generate a new password by clicking on the ‘forgot password’ button. A new password will be sent to your registered email address.

Is any registration fee applicable?

We do not charge any registration fee.

How do I file a complaint?

If you have any complaint, you can fill out the form provided on our website. Once you have filled it, email it to us and we will immediately take action.

How do I get in touch with you?

You can use several options for reaching out to us at any given moment. You can use our email address or use any one of the phone numbers provided on the Contact Us page. We have a fully functional customer support team, ready to provide you any assistance you need.

How do I register?

The registration process is very simple and requires the following steps:

  • Visit our homepage and click on the ‘Register’ button to begin the process.
  • Fill out the information required. Make sure no mandatory field is left empty.
  • Once you have filled the form, you should submit it right away.
  • After the form has been submitted, you will receive a Welcome email. A verification link will also be sent to you, which you need to open.
  • The registration process will be completed when you verify yourself.

What if I face problems in registration?

If you encounter any problems or issues during the registration process, you can reach out to Neuer Capital dedicated team by phone, mail or by using the live chat feature on our website.

How can I check my transaction history?

Log into your account with Neuer Capital. After you have logged in, go to the ‘My Account’ section. There, you will find all information regarding your portfolio, any deposits and withdrawals you have made and more.

Deposits

Do I need to deposit money for registration?

Registration doesn’t require any monetary deposit. However, a deposit is required if you wish to start trading right away.

What is the minimum deposit requirement?

The minimum deposit amount is 250, in any one of the three currencies we support i.e. GBP, Euro or USD. You can make a deposit in the currency of your choice.

What the maximum deposit limit?

The maximum deposit limit varies for the method being used. There is no limit to the maximum amount you can deposit in the case of wire transfers. If you are using credit cards, you can deposit a maximum of USD 5,000 while the maximum limit for Western Union is USD 10,000.

Why am I being asked to enter SWIFT code?

The SWIFT code is basically the identification code, which is unique to every bank. The SWIFT code is required when you are making monetary transfers between banks. If you don’t have the SWIFT code, you can contact your bank for obtaining it. If your SWIFT code is eight digits only, you should add XXX at the end.

What payment methods do you offer?

Neuer Capital allows its customers to use wire transfer, credit cards (Visa, MasterCard or Maestro), as well as your debit cards.

What is the minimum wire transfer limit?

The minimum wire transfer amount has been kept at USD 500, equivalent of JPY 50,000. There is also a commission applicable to the wire transfer worth USD 25 (JPY 2,500). Wire transfers are only initiated, processed and confirmed when customers comply with the guidelines mentioned on the Banking page, under the section of Wire Transfer.

Once you have made a wire transfer, you should also email us a copy at the email address provided. It may take a period of five business days for the funds to be reflected in your Neuer Capital account. After a payment request has been received, two business days are taken for examining the request before it is approved. Once this examination period is over, the remittance is completed in a matter of 5 to 7 business days. If you have any questions, you can get in touch with us right away.

What are the requirements for making deposits and withdrawals?

You are required to provide us with proper documentation via email in order to submit a deposit or withdrawal request. You also have the option of faxing the required documents after you have created your account with us. The documents that you need to submit include the following:

  • Proof of identity- This could be a national ID card, passport or your driving license.
  • Proof of address- This could be a bank statement, a payment receipt or a utility bill within the past three months.
  • Credit Card: If you wish to use a credit card for payment purposes, a copy of the same should be sent. Make sure the last four digits on the front of the card are visible. When submitting the back copy, make sure only the signature is visible and the CVV number is covered.

When you have fulfilled these requirements and provided the documents, a deposit or withdrawal of funds can be made from your account.

Withdrawals

What are the methods available for withdrawal?

You can make a withdrawal through wire transfer or credit or debit card.

What is the procedure for adding or withdrawing funds?

Deposit Options:

Credit Card

No deposit fee applicable for debit or credit card. A minimum deposit of USD or Euro 250 or maximum deposit of USD or Euro 5,000 is applicable.

Procedure:

  • Log into your account with Neuer Capital.
  • Go to the deposit tab.
  • Select credit card from the options provided.
  • Fill the online deposit form and enter the amount you wish to deposit.
  • Click apply for initiating your deposit request.
  • Submit a color copy of your credit card, both front and back. Make sure the name, expiration date, the last four digits on the front and the signature on the back is visible. Conceal all the other details for security. It will take a couple of minutes for your request to be processed and your account will be funded.
  • No third party credit cards can be used for making deposits.

Wire Transfer

A transfer fee may be applicable when using wire transfers for making a deposit. The minimum deposit requirement is USD or Euro 250 and there is no cap on maximum deposit.

Procedure:

  • Log into your account with Neuer Capital.
  • Go to the deposit tab.
  • Select wire transfer from the deposit options provided.
  • Details for wire transfer will be provided to you.
  • Copy bank details by using IBAN number. Make sure you choose the same currency as that of your trading account.
  • Mail SWIFT proof or wire confirmation proof to our email address.
  • It may take about 5 business days for the wire transfer amount to be reflected in your trading account.

No third party account can be used for making wire transfers. You have to use your own account for funding your trading account. The name of the account should be the same as that of the trading account.

Withdrawal Options

The instructions for initiating a withdrawal request are provided below. After a withdrawal request has been made, a transfer of funds will occur. The same method should be used for withdrawal, which was originally used for deposit. A withdrawal form needs to be filled out for the request to be submitted. You can find the form in the ‘Withdrawal’ section under the ‘My Account’ tab.

Procedure:

When you fill out the form, make sure all mandatory fields about personal information are filled. You should mention all details pertaining to your credit card or wire transfer. The information required will depend on which withdrawal method you have selected. Debit or credit card withdrawal is quite straightforward as you only need to provide card holder details, along with the last four digits of the card. Additional information is required for wire transfer, which includes the following:

  • State the name of your bank as beneficiary bank.
  • Write the address of the beneficiary bank, including city and country.
  • Account number is not essential, but IBAN number should be entered in case of international transfers.
  • Write your full name. Remember, the beneficiary’s name should be the same as that of the bank account holder. While not mandatory, intermediary bank details can be filled. Provide the BIC or SWIFT code.
Duly sign the withdrawal form and send it to us via email. It takes up to 10 business days for approving the request and processing it. Within ten days after approval, the funds will be reflected in the user’s account. Bear in mind that your withdrawal request will only be approved if you have fulfilled all KYC legal requirements.

 

What is the minimum amount that can be withdrawn?

There are no minimum amount conditions to be fulfilled for making a withdrawal.

Can withdrawal requests be cancelled?

Yes, you can cancel your withdrawal requests, even after the process has been initiated. When you cancel the withdrawal request, the money will be sent back to your trading account with Neuer Capital. This facility is offered to our customers to help in situations when they may not have enough funds left in their trading account. Cancellation of withdrawal allows them to continue trading easily. A cancellation request can be made over the phone or by email.

Are there any taxes applicable on withdrawals?

Any tax liabilities that may arise due to a withdrawal are the responsibility of the trader who has an account with Neuer Capital. The tax rules that are relevant should be followed by the trader and they are solely responsible for compliance. You can get more information about tax liabilities by visiting our General Terms page.

Trading

How can I make a trade?

If you believe that the price of the selected asset will increase by expiry, you can click the ‘call’ button. If you believe the price will fall, you should click the ‘put’ button. Once you have made a decision about call and put, you need to enter the amount you wish to invest. Then, your trade will be approved. If you wish to cancel the trade before approval, you can just click ‘X’. The investment box will display the updated rates.

What is Put option?

This option refers to the downward movement in the price of an asset. If you believe the price will go down before expiry, you should choose the Put option.

What is Call option?

This option refers to the decision made on an expected upward movement in the price of an asset. If you believe the price will go up before expiry, you should choose the Call option.

What is an Underlying asset?

Any financial asset, such as a stock, commodity, index or currency pair that forms the basis of creating an option is called underlying asset.

How to check the trading hours of an asset?

You can get all information, such as description, asset availability, expiry time, trading hours and symbols from the Asset Index on the homepage.

How much return can I earn?

The return on investment depends on several factors, including percentile. This is displayed for the offer that you are interested in trading. Separate percentages are provided for each option. We offer percentages between 70% and 85%.

Do I get a return if options expire?

We have a policy of offering 10% ROI in the case of Option expiry. This return will be transferred to your account.

What rates are shown in trading boxes?

The quoted price of underlying assets is referred to as rates. It is the price we offer, according to live feeds. There will be a difference of few pips between the rates of the market and ours. The rates that you see in a trading session are those at which we will sell the options.

What is the expiration rate?

This refers to the price of an underlying asset at the time of expiration. The feed provider decides this price. It is important because it determines if the option is expired or alive.

What is the expiration time?

Expiration time is the time and date at which the option expires.

How to make the right decision when rates fluctuate?

As the crypto market is dynamic, the rates constantly fluctuate and change within seconds. The market changes impact our pricing engine because we offer real time rates. There is no time lag as we use the best technologies for capturing rates. If you don’t get the expected rates, we do offer you the option of cancelling a trade. We also offer a user-friendly rate analysis. Price fluctuation can be recorded with the help of a blinking movement. A color indicator is also present, which blinks red in case of downward movement and green in case of upward movement.

Can I trade securely?

We have taken proper measures for ensuring complete safety and security. SSL or Secure Socket Layer has been implemented, which means all information is encrypted. Everything is automated and a notification is sent immediately if the browser malfunctions.

Do I need to install any software?

You don’t need to install anything as we offer a web-based platform. You just need to log into your account and start trading. A suitable device and an internet connection are the only requirements.

How can I view the trading hours of every asset?

The Asset Index page will display the trading hours, description, symbols and expiry times of all assets.

What is the default timing of the website?

The timing is GMT+0 and it is synchronized with market time.

What do colors indicate during trading?

The red color signifies a downward movement while green signifies an upward movement in crypto.

Why am I unable to make a trade?

The most common reason for being unable to trade is lack of funds. Another could be trading beyond trading hours. Get in touch with our customer support for further assistance.

Which currency should I use for trading?

You can choose between Euro and USD. Once you have made a selection, it cannot be changed so it is best to exercise caution.

How does rollover occur?

When the expiry time of a crypto draws nearer, the system will change it automatically to out-of-money. If you believe the asset may move as per your prediction, the expiration time can be delayed. This is called the rollover feature, but certain conditions have to be fulfilled. The initial investment amount should increase by 30%, the crypto asset should remain open and have 3 seconds until closing time and out-of-money position needs to be active. This feature only includes one position and it cannot be activated on the last trading day.

FAQ

My Account

What is Swift Code?

A code used for identifying the country, bank and branch that an account is registered to is called the SWIFT code. You can find the SWIFT code by getting in touch with your bank. In some cases, the SWIFT code many only have 8 eights so XXX should be inserted at the end.

How can I update my personal information?

Updating personal information is quite straightforward and you can do it at any time. Go to My Account, click on Personal Settings and make the necessary changes. Another option is to inform us about any necessary updates or changes to be made in your personal information via email.

I have forgotten my password. What should I do?

You can generate a new password by clicking on the ‘forgot password’ button. A new password will be sent to your registered email address.

Is any registration fee applicable?

We do not charge any registration fee.

How do I file a complaint?

If you have any complaint, you can fill out the form provided on our website. Once you have filled it, email it to us and we will immediately take action.

How do I get in touch with you?

You can use several options for reaching out to us at any given moment. You can use our email address or use any one of the phone numbers provided on the Contact Us page. We have a fully functional customer support team, ready to provide you any assistance you need.

How do I register?

The registration process is very simple and requires the following steps:

  • Visit our homepage and click on the ‘Register’ button to begin the process.
  • Fill out the information required. Make sure no mandatory field is left empty.
  • Once you have filled the form, you should submit it right away.
  • After the form has been submitted, you will receive a Welcome email. A verification link will also be sent to you, which you need to open.
  • The registration process will be completed when you verify yourself.

What if I face problems in registration?

If you encounter any problems or issues during the registration process, you can reach out to Neuer Capital dedicated team by phone, mail or by using the live chat feature on our website.

How can I check my transaction history?

Log into your account with Neuer Capital. After you have logged in, go to the ‘My Account’ section. There, you will find all information regarding your portfolio, any deposits and withdrawals you have made and more.

Deposits

Do I need to deposit money for registration?

Registration doesn’t require any monetary deposit. However, a deposit is required if you wish to start trading right away.

What is the minimum deposit requirement?

The minimum deposit amount is 250, in any one of the three currencies we support i.e. GBP, Euro or USD. You can make a deposit in the currency of your choice.

What the maximum deposit limit?

The maximum deposit limit varies for the method being used. There is no limit to the maximum amount you can deposit in the case of wire transfers. If you are using credit cards, you can deposit a maximum of USD 5,000 while the maximum limit for Western Union is USD 10,000.

Why am I being asked to enter SWIFT code?

The SWIFT code is basically the identification code, which is unique to every bank. The SWIFT code is required when you are making monetary transfers between banks. If you don’t have the SWIFT code, you can contact your bank for obtaining it. If your SWIFT code is eight digits only, you should add XXX at the end.

What payment methods do you offer?

Neuer Capital allows its customers to use wire transfer, credit cards (Visa, MasterCard or Maestro), as well as your debit cards.

What is the minimum wire transfer limit?

The minimum wire transfer amount has been kept at USD 500, equivalent of JPY 50,000. There is also a commission applicable to the wire transfer worth USD 25 (JPY 2,500). Wire transfers are only initiated, processed and confirmed when customers comply with the guidelines mentioned on the Banking page, under the section of Wire Transfer.

Once you have made a wire transfer, you should also email us a copy at the email address provided. It may take a period of five business days for the funds to be reflected in your Neuer Capital account. After a payment request has been received, two business days are taken for examining the request before it is approved. Once this examination period is over, the remittance is completed in a matter of 5 to 7 business days. If you have any questions, you can get in touch with us right away.

What are the requirements for making deposits and withdrawals?

You are required to provide us with proper documentation via email in order to submit a deposit or withdrawal request. You also have the option of faxing the required documents after you have created your account with us. The documents that you need to submit include the following:

  • Proof of identity- This could be a national ID card, passport or your driving license.
  • Proof of address- This could be a bank statement, a payment receipt or a utility bill within the past three months.
  • Credit Card: If you wish to use a credit card for payment purposes, a copy of the same should be sent. Make sure the last four digits on the front of the card are visible. When submitting the back copy, make sure only the signature is visible and the CVV number is covered.

When you have fulfilled these requirements and provided the documents, a deposit or withdrawal of funds can be made from your account.

Withdrawals

What are the methods available for withdrawal?

You can make a withdrawal through wire transfer or credit or debit card.

What is the procedure for adding or withdrawing funds?

Deposit Options:

Credit Card

No deposit fee applicable for debit or credit card. A minimum deposit of USD or Euro 250 or maximum deposit of USD or Euro 5,000 is applicable.

Procedure:

  • Log into your account with Neuer Capital.
  • Go to the deposit tab.
  • Select credit card from the options provided.
  • Fill the online deposit form and enter the amount you wish to deposit.
  • Click apply for initiating your deposit request.
  • Submit a color copy of your credit card, both front and back. Make sure the name, expiration date, the last four digits on the front and the signature on the back is visible. Conceal all the other details for security. It will take a couple of minutes for your request to be processed and your account will be funded.
  • No third party credit cards can be used for making deposits.

Wire Transfer

A transfer fee may be applicable when using wire transfers for making a deposit. The minimum deposit requirement is USD or Euro 250 and there is no cap on maximum deposit.

Procedure:

  • Log into your account with Neuer Capital.
  • Go to the deposit tab.
  • Select wire transfer from the deposit options provided.
  • Details for wire transfer will be provided to you.
  • Copy bank details by using IBAN number. Make sure you choose the same currency as that of your trading account.
  • Mail SWIFT proof or wire confirmation proof to our email address.
  • It may take about 5 business days for the wire transfer amount to be reflected in your trading account.

No third party account can be used for making wire transfers. You have to use your own account for funding your trading account. The name of the account should be the same as that of the trading account.

Withdrawal Options

The instructions for initiating a withdrawal request are provided below. After a withdrawal request has been made, a transfer of funds will occur. The same method should be used for withdrawal, which was originally used for deposit. A withdrawal form needs to be filled out for the request to be submitted. You can find the form in the ‘Withdrawal’ section under the ‘My Account’ tab.

Procedure:

When you fill out the form, make sure all mandatory fields about personal information are filled. You should mention all details pertaining to your credit card or wire transfer. The information required will depend on which withdrawal method you have selected. Debit or credit card withdrawal is quite straightforward as you only need to provide card holder details, along with the last four digits of the card. Additional information is required for wire transfer, which includes the following:

  • State the name of your bank as beneficiary bank.
  • Write the address of the beneficiary bank, including city and country.
  • Account number is not essential, but IBAN number should be entered in case of international transfers.
  • Write your full name. Remember, the beneficiary’s name should be the same as that of the bank account holder. While not mandatory, intermediary bank details can be filled. Provide the BIC or SWIFT code.
Duly sign the withdrawal form and send it to us via email. It takes up to 10 business days for approving the request and processing it. Within ten days after approval, the funds will be reflected in the user’s account. Bear in mind that your withdrawal request will only be approved if you have fulfilled all KYC legal requirements.

 

What is the minimum amount that can be withdrawn?

There are no minimum amount conditions to be fulfilled for making a withdrawal.

Can withdrawal requests be cancelled?

Yes, you can cancel your withdrawal requests, even after the process has been initiated. When you cancel the withdrawal request, the money will be sent back to your trading account with Neuer Capital. This facility is offered to our customers to help in situations when they may not have enough funds left in their trading account. Cancellation of withdrawal allows them to continue trading easily. A cancellation request can be made over the phone or by email.

Are there any taxes applicable on withdrawals?

Any tax liabilities that may arise due to a withdrawal are the responsibility of the trader who has an account with Neuer Capital. The tax rules that are relevant should be followed by the trader and they are solely responsible for compliance. You can get more information about tax liabilities by visiting our General Terms page.

Trading

How can I make a trade?

If you believe that the price of the selected asset will increase by expiry, you can click the ‘call’ button. If you believe the price will fall, you should click the ‘put’ button. Once you have made a decision about call and put, you need to enter the amount you wish to invest. Then, your trade will be approved. If you wish to cancel the trade before approval, you can just click ‘X’. The investment box will display the updated rates.

What is Put option?

This option refers to the downward movement in the price of an asset. If you believe the price will go down before expiry, you should choose the Put option.

What is Call option?

This option refers to the decision made on an expected upward movement in the price of an asset. If you believe the price will go up before expiry, you should choose the Call option.

What is an Underlying asset?

Any financial asset, such as a stock, commodity, index or currency pair that forms the basis of creating an option is called underlying asset.

How to check the trading hours of an asset?

You can get all information, such as description, asset availability, expiry time, trading hours and symbols from the Asset Index on the homepage.

How much return can I earn?

The return on investment depends on several factors, including percentile. This is displayed for the offer that you are interested in trading. Separate percentages are provided for each option. We offer percentages between 70% and 85%.

Do I get a return if options expire?

We have a policy of offering 10% ROI in the case of Option expiry. This return will be transferred to your account.

What rates are shown in trading boxes?

The quoted price of underlying assets is referred to as rates. It is the price we offer, according to live feeds. There will be a difference of few pips between the rates of the market and ours. The rates that you see in a trading session are those at which we will sell the options.

What is the expiration rate?

This refers to the price of an underlying asset at the time of expiration. The feed provider decides this price. It is important because it determines if the option is expired or alive.

What is the expiration time?

Expiration time is the time and date at which the option expires.

How to make the right decision when rates fluctuate?

As the crypto market is dynamic, the rates constantly fluctuate and change within seconds. The market changes impact our pricing engine because we offer real time rates. There is no time lag as we use the best technologies for capturing rates. If you don’t get the expected rates, we do offer you the option of cancelling a trade. We also offer a user-friendly rate analysis. Price fluctuation can be recorded with the help of a blinking movement. A color indicator is also present, which blinks red in case of downward movement and green in case of upward movement.

Can I trade securely?

We have taken proper measures for ensuring complete safety and security. SSL or Secure Socket Layer has been implemented, which means all information is encrypted. Everything is automated and a notification is sent immediately if the browser malfunctions.

Do I need to install any software?

You don’t need to install anything as we offer a web-based platform. You just need to log into your account and start trading. A suitable device and an internet connection are the only requirements.

How can I view the trading hours of every asset?

The Asset Index page will display the trading hours, description, symbols and expiry times of all assets.

What is the default timing of the website?

The timing is GMT+0 and it is synchronized with market time.

What do colors indicate during trading?

The red color signifies a downward movement while green signifies an upward movement in crypto.

Why am I unable to make a trade?

The most common reason for being unable to trade is lack of funds. Another could be trading beyond trading hours. Get in touch with our customer support for further assistance.

Which currency should I use for trading?

You can choose between Euro and USD. Once you have made a selection, it cannot be changed so it is best to exercise caution.

How does rollover occur?

When the expiry time of a crypto draws nearer, the system will change it automatically to out-of-money. If you believe the asset may move as per your prediction, the expiration time can be delayed. This is called the rollover feature, but certain conditions have to be fulfilled. The initial investment amount should increase by 30%, the crypto asset should remain open and have 3 seconds until closing time and out-of-money position needs to be active. This feature only includes one position and it cannot be activated on the last trading day.