I set up an account this morning and went all the way through the set up all the way to my first deposit.
This was successful and the money has left my bank, but now when I open the app it asks me to set up a pin again and enter my national insurance number, then it’s stuck on a page saying creating account. I’m worried that money is now lost and the account has disappeared.
I tried emailing hello@freetrade.io but got a bounce back saying the email address is not accepting emails.
To start off, your money is not lost in limbo and it’s in a queue waiting to be processed.
I’m surprised that the email address is bouncing back. Was it an automatic reply from Freetrade themselves? I’m sure you’ve double checked the email address but the only other option to get help is through the app.
This seems like a common reported issue, in that you create an account, add money and are then logged out. When you try and log back in, it thinks you are trying to create a fresh account (but you’re not, obvs). You need to email FT and they will look at it.
I don’t know what causes this. It’s been reported a few times, but nobody from FT has explained what the issue is.
Hiya - I’m having a similar issue with the ‘Creating Account’ screen, and also received bouncebacks on my Hotmail emails. Just tried with my gmail & thus far haven’t received an undeliverable message.
Over 24 hours later and no reply to my email or even acknowledgement, no movement in the account being accessible again and I managed to ask a question in the help on the app, but that’s now disappeared with no reply and I can’t submit a new query.
I think I’ll just contact my bank and try and do a chargeback
This has happened to me, I can’t do a live chat as I obviously can’t use the app, made a community post with no response, I’ve only received one email in the past 3 days and they didn’t understand my problem and insisted I just click the magic link in the email as if it was working. I understand it must be busy right now but I desperately need my money back and I just don’t understand why this is happening and why there isn’t a fix for it yet.