Hi all, I think some forget that new members don’t get the opportunity to dm until they’ve been on the forum for a while. Its to avoid spammers etc but in instances like this I think it gets forgotten.
Heather, your best bet is to email like Sam suggested on the other thread as the team can track your message alot better there.
The duplicate NI number seems to crop up a few times so may be a known bug, I don’t know.
@Freetrade_Team you said I could dm but I can’t as I don’t have the option.
Had emailed you like I mentioned in my first post that is now closed and used live chat but I haven’t had a reply at all.
How many days should it take??
No excuse and no concellation I know hannah but the team seem to have been caught off the hoof a little with record new sign ups that they have got their customer care team working all hours and overtime to deal with. We try and track new user sign ups as a community and before Christmas it was roughly averaging less than 1k new users a day, which was a record by far, only to see January currently seeing 3k 4k and 5k new user days.
They are backed up to say the least but seems like they’re trying their best to get to everyone. I’m sure they’ll help you ASAP. Sorry the community can’t help with this one.
There’s another thread that was put up today to explain the situation. Sounds as if they will restrict access to customer care of the weekend to give them opportunity to catch up. The ni thing has cropped up before so don’t worry, you’re not going to be compromised or anything like that. But they will need to support you to get it sorted.
I know it’s frustrating and not a great start but it’ll be worth the wait
The message about delays should be put on live chat and on autoresponder via email. Not everyone comes here.
The main forms of support need to mention the delays and have an ETA even a rough one as there isn’t one anywhere at all.
Saying there are delays is one thing but if you only say it on the forum and not live chat or email and don’t give a very rough idea of how long, people simply don’t know.
Seeing as I can’t dm then I will just wait for the “live” chat or email to reply…
I know, I think they forget (I mod a forum elsewhere and frequently forget the trust level limits), it’s supposed to stop new account a spammers but obviously has the effect of limiting all new accounts for the first 24hours.