How account merging works
Account merging allows two separate Raxx accounts to be consolidated into one. This page explains when a merge may be appropriate, what the process involved, and what you should expect.
When you might need a merge
A merge may be appropriate if you created two Raxx accounts at different times using different email addresses. Common situations where this happened included:
- Signing up with a work email address and later with a personal address
- Recovering access after losing a device and creating a fresh account rather than recovering the original
- Receiving a beta invitation to a secondary address while already holding an existing account
If you are unsure whether you have two accounts, contact support@raxx.app with the email addresses you think may be associated with Raxx accounts and the support team will check.
How to request a merge
Account merging is not self-serve. To initiate a merge, email support@raxx.app with:
- The email addresses for both accounts
- A brief description of why the merge is needed
The support team opened a ticket for each merge request and reviewed it before taking any action.
What to expect during the process
Once the support team initiated the merge, each email address received a separate verification message. The process required both email addresses to confirm independently before any data moved.
The sequence:
- Support initiates the merge in the internal console.
- A verification message is sent to both email addresses.
- You confirm via the link or code in each message. Both accounts must confirm — the merge does not proceed if only one side confirms.
- You have a defined window to complete verification. If the window expires, support can resend the verification from the console.
- Once both verifications are received, the merge executes and the secondary account is deactivated.
- You receive a confirmation message at the primary email address.
What gets merged
The following data was carried from the secondary account into the primary (surviving) account:
- All trading history
- Saved strategy configurations
- Registered passkeys (hardware security keys or biometric authenticators)
Billing: if the secondary account held an active subscription, you were asked during the process whether to apply any remaining credit to the primary account balance or refund it to the payment method on file.
What happens to the old account
The secondary account was deactivated as soon as the merge completed. It was no longer possible to log in to the secondary account after that point.
Personal identifiers associated with the secondary account (email address, name) were removed within 90 days of the merge date. A hashed reference to the secondary email address was retained to prevent that address from being used to create a new account.
Reversal policy
If you needed to undo a merge, you had 14 calendar days from the merge completion date to contact support@raxx.app and request a reversal.
Reversals required approval and a 24-hour hold period during which both original email addresses were notified. Reversal availability could be limited if data originating from the secondary account had been substantially modified in the intervening period.
After 14 days, reversals were not available.
Privacy
For information about how Raxx handled the personal data involved in a merge — including your rights to access, correct, or request deletion of that data — see the Account Merging section of the Raxx Privacy Policy.
Questions about merged data can be directed to privacy@raxx.app.
Still have questions?
Contact support@raxx.app. Include the email addresses associated with both accounts so the support team can locate the relevant records.