When I try to buy or sell an ETF, or rebalance my portfolio, I get an error message saying ‘Something went wrong’. This has been happening for days now, on both the mobile app and website. I’ve submitted a support request (#310763) yesterday, and followed up again today, and still not had any answer. Are there any other options for support?
I’ve got cash sitting in my account I’ve not been able to invest, and my existing investments have drifted from my weights and need rebalancing. It’s quite frustrating not being able to trade or to get any help.
Hey @nickpeirson we’ve replied to your request.
Our apologies for the delay.
Having the same problem. What’s the solution?
Any update on this one , I am also having the same issue. I have money in ISA ‘‘cash account’’ and I’m unable to move it in or out of any of my investment account with the only message being ‘‘something went wrong’’
Also contacted there support email with no response for days now ?
it is very frustrating and does not give me any confidence that I would be able to withdrawn my money if I wanted to …
I know this is very general and probably far too simplistic but very often “something went wrong” on other sites can be caused by using a VPN.
If you’re using one maybe worth trying again with it switched off.
In my case this was due to a failure in the KYC (Know Your Customer) process. I had been asked for proof of the source of my funds, had provided some information, but the information I had provided was deemed to be insufficient.
Rather than letting me know my account would be frozen, this was done silently. There was no communication to say that my account had been frozen, which I only realised when I tried to trade. It was only by posting here that I got a response to my support requests.
Once the support process kicked in it wasn’t quite plain sailing. There was confusion on what documents had been requested and were required as the support ticket was handed between staff and departments.
It did eventually get resolved. I did also raise a complaint and did receive compensation for issues I faced. I understand and appreciate that KYC is a regulatory requirement, so I have no issues with that, it was the frustrating gaps in the process which were the problem.
Hopefully messaging on here gets you a response. If replying to this thread doesn’t then perhaps try opening a new thread like I did, citing relevant details to allow staff to find and respond to your support request.
exactly the same problem, raised a request 4 days ago #350177, no reply nothing, very disturbing