Unable to trade - no answer from support

General
1

When I try to buy or sell an ETF, 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 (#349824) 5 days ago, and followed up twice since, 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 very frustrating and a bit scary, really not a pleasant user experience

2

Hi,

This happened to me. I wonder if there is any activity saying ‘pending’ in any of your portfolio. Once this happens it seems to freeze any kind of activity and is usually because a trader isn’t bothering to complete the trade- maybe it is too small. I am not sure if that is your situation but the only thing you can do is keep bothering customer services. I also take a screen shot or record of every complaint/ comment as they don’t seem to stay recorded in the profile. Good luck! They have always sorted things out eventually but it needed patience.

3

hi, thanks Karen, it’s now fixed, it was due to compliance not processing the KYC docs, now they are processed all is working.

4

How long did it take for admin to get back to you

5

about a week, but all sorted now

6

Hey, we’re sorry to hear about your experience trying to buy and sell ETFs on your account. I can see this has now been resolved but we wanted to reach and apologise for the delay you experienced.

Please be sure to get in touch if you have any other questions.

7

Hey Dan, if you’ve tried to get in touch with the Support team and haven’t received response, please let me know and I can escalate it for you.

8

Hello, I’m experiencing this, and I have tried to get in touch with the support team, but I have not received a response. How can I share more information with you so that you can help me?

9

Hey there, we’re sorry to hear this. We’d be more than happy to help you. Please drop me a DM with your IC reference and we can take it from there.

10

Thanks! I have sent you a DM