Frequently Asked Questions (FAQ)

This page provides answers to our most frequently asked questions. If you can’t find what you’re looking for here, please try the search bar or review our detailed guides.

Account Access & Security

How do I add a new user to my organization’s account?

The account Administrator can invite new users.

For more details on what each role can do, please see our Guide to Predefined Roles.

How do I reset my MFA if I lose my phone?

If you have lost your MFA device and your saved backup codes, you will not be able to log in. Please contact Zerocap Support immediately. For your security, we will need to conduct a manual identity verification process to restore your account access.

How do I reset my password?

On the login screen, you will find a “Forgot Password?” link. Follow the prompts to have a password reset link sent to your registered email address.

What should I do if I see unauthorized login attempts?

Contact Zerocap Support immediately. Our team will help you secure your account and investigate the activity. We recommend changing your password and reviewing your active sessions.

Onboarding & Verification

How can I check my account activation status?

Our onboarding is a multi-stage process (Wholesale Check, KYB, KYC). You will receive email notifications as you successfully complete each major stage. If you believe your application is stuck, it may be undergoing a manual review by our compliance team. You will be notified if there are any required processes by our team.

For a full overview of the process, please see our Application Guide.

What’s the difference between a Company and an Individual account?

An Individual account is for a single person trading on their own behalf. A Company account is for a legal entity (like a Pty Ltd, Trust, etc.) and requires a more detailed verification process (KYB), including identifying all directors and beneficial owners. Both account types must pass the Wholesale Investor check. For a full overview of our supported entity types, please see our Application Guide.

Funding: Deposits & Withdrawals

How do I add a new bank account or crypto wallet?

You must add all external accounts via our secure whitelisting process before you can use them for funding. This is a mandatory security step.

Please follow our Guide to Whitelisting Accounts & Wallets.

Where do I find the bank details to make a deposit?

All deposit instructions are available within the Client Portal. Navigate to the “Funding” section and click “Deposit” to see the unique bank details or crypto address for your account.

Learn more in our How to Deposit Funds Guide.

Why is my withdrawal pending or under security review?

Withdrawals can be pending for a few reasons:

Internal Approval: Your organization may have a multi-person approval workflow set up. The withdrawal is waiting for an internal approver from your team.
Security Review: Our compliance team may be performing a standard security check.
Cooling-Off Period: Withdrawals to newly whitelisted crypto addresses are subject to a 24-hour cooling-off period.

Trading & Platform Use

How do I place a trade on the portal?

GUI trading is done on our Advanced Trading Portal, which is a separate, dedicated environment. You can access it by clicking the “Trading” link in the main Client Portal, which will log you in automatically (SSO).

For more information, see Accessing the GUI Trading Portal.

How do I get my API keys for programmatic trading?

You can generate and manage your FIX API keys directly from the “API Keys” section of the Zerocap Client Portal.

Please see our Guide to Setting Up API Trading for detailed instructions.

Where can I find my trade confirmation slips or history?

Your complete trade history and any associated confirmation slips are available directly within the Advanced Trading Portal. Your funding history (deposits and withdrawals) is available in the main Zerocap Client Portal.