As of this morning, I’m unable to login to my account. It says that the user with my email address and password can’t be found. Mind-boggling as I was just in my account yesterday. I’ve been a member for a few years now and have had no problems before.
Very worried as I have lots of money sitting in that account. I’ve sent an email to support but for situations like this it’s frustrating having no support phone number to call!!
Help me please!
I’ve been unable to log in or make contact with any customer service reps for 24 hours now. Also worried due to the amount of money I have sat in the account and unable to phone and gain reassurance. My thoughts swing wildly from ‘all will be fine’ to ‘this is an elaborate scam’ with every passing hour of no contact. Three emails sent - no reply other than the ‘thanks for your enquiry.’
I can’t help you but hope there is some small reassurance knowing you are not alone.
If I don’t get a satisfactory explanation to this lack of service I’ll be moving all my money elsewhere.
Appreciate the message, it gives me some reassurance to hear I’m not the only one. I’m waiting to hear back a reply from them, will update if they do. I really hope our issues get resolved soon. I am considering moving somewhere else too after this whole debacle passes!
Update: I managed to login to my account just now - not through the mobile app, but via desktop! After that worked, I deleted and redownloaded the mobile app on my phone and was able to log in successfully through there. So I’ve gotten my account back now (no help thanks to the customer team 
!).
Hopefully it’s the same for you? I definitely am considering moving my money elsewhere due to the horrid access to customer support!
I am actually deciding to leave Invest Engine because of this issue. I had a customer service rep telling me yesterday that my account was closed even though I have a lot of money (for me anyway) in an ISA and a small amount in a SIPP.
Enough is enough for me. I have submitted an ISA and SIPP transfer request today, and I have sold my funds down to cash.
The stress is not worthwhile and I’d rather pay a little bit each month for peace of mind.
I opened up an account with IE earlier this year, set up a DIY portfolio, but haven’t funded it yet, as I was waiting for them to add a couple of ETFs which they still haven’t done almost six months later. Meanwhile I’ve taken this waiting time to closely monitor all the various problems (both this issue and others) that some clients have been having with IE.
Upshot of it is I’ve decided not to invest through the IE platform and definitely not transfer in other investments that I hold elsewhere. Even though those other platforms are more expensive as far as fees are concerned, I’ve built up a very sizeable portfolio and I’ve decided I’m staying put as I value peace of mind with my hard earned money, something I don’t feel confident of getting with IE.
I think that you are making the right choice. I have been with IE since 2021/22. Poor experience time and again have made me realise that I should move my cash elsewhere. I don’t mind paying a fee for piece of mind.
You will always see people reporting issues on forums. There will be many others who have had a good experience. I for one have always had a positive experience from Invest Engine.
I got appalling customer service. I sent a support email about my issue and I only received a reply two days later (and at that point I had solved my own problem). The lack of a direct customer landline is just appalling, maybe it would be fine if they’re super responsive to their emails/support tickets but that was not the case for me at all.
I’ve been having the same problem - has anyone got back to you?
Yes, though they only got back to me two days later (despite the fact that they say they aim to get back to customer queries “as soon as possible”).
At that point I told them I had already solved the problem myself so they weren’t much help.
I hope you have managed to resolve your issue. It’s a stressful situation to be in.