Account reverted to onboarding

Help đź‘‹
1

Hi

A week or so ago I had an issue where my account was stuck in onboarding process. At the time I messaged support in the in-app chat (which I have to go through the onboarding process and request a new isa opened every time to access). After not getting response from the in app chat, I posted here on forum and @MeghanB26 helped me out and unblocked my account.

Well it seems that someone has finally read my in-app chat message and proceeded to “unblock” my account today as I received a Welcome to Freetrade email and app has reset to onboarding again.

I was up and running for a week, with paid for Plus, opened ISA, deposited money and some holdings. I am now locked out from the app and it tries to take me through the onboarding process again.

2

I believe I’m having the same issue. Did anyone get in touch with you about this?

3

Hi both,

Sorry to hear your account has been reverted to onboarding.

Can you try to delete and reinstall your app first?

If that doesn’t work, drop us a note via in-app message and we’ll check this out.

4

No luck. Have sent an in-app message.

Thank you

1 Like
5

Also no luck deleting and reinstalling the app.

I’ve already sent an in-app message (which forces me to go through the onboarding process and signing up for ISA before I can access it, every time), so I’m just going to wait.

6

I am now in after reinstalling the app again today. It asked for my email, sent me a link and upon clicking asked for PIN (but only once) and I got in.

Thanks

1 Like
7

Great, glad you’re in now! :pray:

8

Hi, I have the same issue where its asking me to sign back up. Can any Freetrade staff help me on this?