Support Center
24/7 help from real humans. Browse FAQs, contact us by phone or email, or open a ticket from your dashboard.
Get in Touch
Head Office
350 5th Avenue,
New York, NY 10118, USA
Frequently Asked Questions
Account & Login
I can't log in to my account
Use "Forgot password" on the login page. If you've lost 2FA access, email support@coinraw.us from your registered email with a selfie holding your ID.
How do I enable 2FA?
Go to Dashboard → Security → Two-Factor Authentication and scan the QR with Google Authenticator or Authy.
How do I close my account?
Withdraw all balances, then email support@coinraw.us from the registered address requesting closure.
KYC & Verification
How long does KYC take?
Level 1 is usually automatic within minutes. Level 2 (proof of address & selfie) is reviewed within 24 hours.
My KYC was rejected — what now?
Re-submit with a clearer photo of a valid government-issued ID. Make sure all four corners are visible and the document is not expired.
Deposits & Withdrawals
My deposit hasn't arrived
Crypto deposits credit after the required network confirmations. Use a block explorer with your transaction hash. If it's confirmed on-chain but not credited after 60 minutes, open a ticket with the TX hash.
Sent the wrong network
Funds sent on an unsupported network may be recoverable for a fee. Contact support immediately with the TX hash — do not send a second transaction.
How long do withdrawals take?
Crypto withdrawals are usually processed within 30 minutes after final risk checks. Large withdrawals may require manual approval.
Trading & P2P
Why did my order not fill?
Limit orders only execute at your price or better. Check the order book — if no counter-orders crossed your price, your order sits in the book.
P2P trade dispute
Open a dispute from the trade page. Our escrow team will review evidence (chat, receipts, bank statements) and rule within 24 hours.
Security
I think my account is compromised
Immediately: (1) call +1 234 654 7867, (2) change your password, (3) revoke API keys, (4) disable withdrawals from Dashboard → Security.
Will CoinRaw ever DM me on Telegram / WhatsApp?
No. We never DM users. We never ask for your password, seed phrase, 2FA code, or to "verify" your wallet. Report imposters to abuse@coinraw.com.
Still need help?
Our support team is online 24/7.
📞 Call +1 234 654 7867 Send a Message → Open a Ticket →