This needs to be more obvious. I gained access to the app last night and attempted to deposit, but was concerned by the potential for errors in the manual process, so I only deposited a pound. It’s not showing in the app twelve hours later.
I’ve had to scroll through loads of this thread to understand why.
This makes me think there needs to be a few changes relating to deposits.
1: Make it possible to deposit using some method that’s simple and easy, such as Apple Pay, Paypal, etc. (I know this may be a non-starter due to fees, but perhaps it’ll become more viable in the long run.)
2: Use an easy reference instead of the current ones. Are they cryptic for a security reason? It’s so easy to enter djfudy638583 incorrectly when you have to memorise it and switch to your banking app, where you may have to go through a login process before you can enter it. Could it be two or three randomly selected words instead? (From a whitelist.)
3: In the deposit screen in your app it says, “Your cash will arrive within two hours.” Can you change this to something more accurate? Maybe you could say, “Your cash will arrive within two hours if you deposit during UK business hours or the next business day otherwise.” or perhaps make the text say different things depending on the time of day, so it remains as it is if you access that screen during the day, but says something different at night.
4: Make it normal for deposits to go through within two hours, day or night.
If the requirement for some manual processing of deposits is temporary then you can disregard the above, but if it will always be necessary then this is going to get expensive in customer support terms and/or lose you customers.