We are working through the backlog of customer enquiries, and we’re planning to respond to everyone soon.
To help answer your questions and provide you support you need faster as we scale, we’re introducing a more efficient way to provide customer support.
If you need help from now on, please contact one of the following emails:
|Deposits/withdrawals, moving cash between email@example.com|
|Change account details, e.g. address, bank firstname.lastname@example.org|
|Account verification, identity email@example.com|
|Any other firstname.lastname@example.org|
If you see new community members on this forum, please help us send them to the appropriate email address!
Plus members can still access in-app support, though there is a delay in responding. We are working to build back our near-instant response times.
We’ll get back to you via email as soon as we can!
Thanks for your continued support and patience.
How long will account verification take?
If we’ve requested documents from you and you’ve sent/uploaded these, we’ll review them and provide you with an update in 7-10 working days , hopefully sooner!
How long do bank transfers take?
Bank transfers can take 2 - 4 business hours to reach your account and we process them between 8 AM and 8:30 PM, Monday to Friday, excluding bank holidays. After business hours, we will process your deposit the next day.
If you have notifications enabled, your app will send you a notification when your money is available in your account.
If it doesn’t arrive as expected, just send an email to email@example.com with the amount you sent.
I signed up using my friend’s link, when will I get my free share?
If you and your friend have both funded your account with at least £1, you’ll both be eligible for a free share. We reveal your free share every Wednesday from 3 PM, but at the moment this will be spread over various days and weeks due to the very high number of them. Please wait at least 14 days before asking about your free share. Thank you!
I sold my shares and can’t withdraw money?
Many UK stock orders will typically settle 2 working days after they were made, also known asT+2, and US stock orders typically after 3 working days, called T+3 which is the industry standard.
Cash will then settle in your account two to three business days later.
How about withdrawals?
You can withdraw money from your Freetrade account to your linked bank on the Account screen in-app. Withdrawals will take 3-5 working days to process to your bank.
You can also search for help on various other topics on our Help Hub:
Thanks for your patience,