MEGATHREAD: Free Share updates and feedback 🎟

[Freetrade_Team1 (Freetrade_Team)]

@kenny

This really needs fixed with an automated process IMO - it is the one part of the first-time customer experience I found really frustrating as well. When you’ve signed up you want to just get on with buying shares, so it feels frustrating to have to wait even a few hours.

We agree & we’re working on it

Help us test Google Pay top-ups

Currently our bank transfers require manual intervention. This isn’t the case with Apple/Google Pay and hence it’s faster. By the end of the year it’ll be measurable in seconds and not minutes.

@kenny

Bit frustrating on weekends too as it means you can’t top up on a weekend.

It’s worth mentioning that Google / Apple Pay let you top up at the weekend, although there’s a lifetime cap of £1,000 on those top ups at the moment and the market’s shut.

[tinku333]

@Freetrade_Team1

Once we have all of the info we need, we’ll get this sorted for them as quickly as possible.

Just talked to one of them and got confirmatiom that money is now credited to his FT account. He is happy now with quick resolution and also learnt how to contact support team.

He is now transferring more money so that he can buy some shares today. He asked me if the new transfer , he is initiating now, would arrive today before LSE close or not. Based on assumption that it was first transaction where things may have messed up but subsequent transfer should be smooth and money should arrive in his FT account within 3 hours. Is it correct ?
Also one question: when we chat with FT team on live help, why there is no notification on our Phone when someone from FT team response ? Whenever I chat with Chip or Revolut team , I always get a notification but on FT as well as JaJa credit card, I have the same issue. Any idea if there is a local permission issue or FT app doesn’t support this ?

[kenny (Kenny Grant)]

@Freetrade_Team1

and the market’s shut.

Very true, weekends don’t matter so much as you can’t buy anything

[stelstyl]

Are you going to reveal any free shares this week as Victor mentioned?
Also, are you planning to send us any new refferal links?

[Freetrade_Team1 (Freetrade_Team)]

@tinku333

Just talked to one of them and got confirmatiom that money is now credited to his FT account. He is happy now with quick resolution and also learnt how to contact support team.

That’s great to hear

@tinku333

He is now transferring more money so that he can buy some shares today. He asked me if the new transfer , he is initiating now, would arrive today before LSE close or not. Based on assumption that it was first transaction where things may have messed up but subsequent transfer should be smooth and money should arrive in his FT account within 3 hours. Is it correct ?

If they’re making a bank transfer then those take 4 hours to arrive, between 8am - 4pm on weekdays. If they’re using Apple / Google Pay then the transfer will arrive within 2 hours, 24/7. We’ve shared some more details here.

@tinku333

Also one question: when we chat with FT team on live help, why there is no notification on our Phone when someone from FT team response ? Whenever I chat with Chip or Revolut team , I always get a notification but on FT as well as JaJa credit card, I have the same issue. Any idea if there is a local permission issue or FT app doesn’t support this ?

You should definitely get notifications for replies on the iOS, after a short delay. If you’re on Android, have the latest version of the app & have notifications for the Freetrade app enabled but don’t receive them for replies, could you please drop us a message & we’ll look into that for you?

[tinku333]

@Freetrade_Team1

If you’re on Android, have the latest version of the app & have notifications for the Freetrade app enabled but don’t receive them for replies, could you please drop us a message & we’ll look into that for you?

Yes. I am on Android and got latest updated version 23rd July. I will DM you

[tinku333]

@Freetrade_Team1 @Viktor
Just to update that 2 of my friends payment issue has been sorted out. One of them was using a payment
App “pingit” which put " character beginning and at the end of the payment reference number. I believe it may have caused issue with FT automatically payment process. However I believe in such case FT should have a process to check every day where any unallocated payment to be validated and contact the respective account holder.

For 3rd friend, it is unrelated issue as he used “Revolut” which is non supported bank account on FT . He got this message today ftom FT.

Now I fully understand the logic behind controlled referral scheme rather than a common link which people can use on mass level. In all of these cases, we as FT investors (using referral link) providing full support to the new FT users in the onboarding process which could have been otherwise nightmare for them as well for FT from brand perspective (as there are still some hiccups in this process and FT wouldn’t have that much man power to handle such a huge volume of queries /issues). This new individual level referral scheme is aligned everyone’s interest :-). Whoever thought of this unusual proposal really deserves a pat on the back:-)

[SimasZ]

Is there a defined date when the free shares get revealed?

[Viktor]

@tinku333

Now I fully understand the logic behind controlled referral scheme rather than a common link which people can use on mass level.

Thanks for this! The signup flow is going to improve as we go, but simultaneously, there’s nothing quite like a friend explaining what Freetrade is for and helping people through the signup.

Whoever thought of this unusual proposal really deserves a pat on the back:-)

You are very kind, although I don’t think it’s unusual!

Thanks also for the details of the funding issues.

[Viktor]

@stelstyl

Are you going to reveal any free shares this week as Victor mentioned?

@SimasZ

Is there a defined date when the free shares get revealed?

We’ll be starting allocating the real shares to a handful of accounts in the next few days. If all goes well, more will follow until we fully catch up and everyone has their free shares!

[tinku333]

@Viktor

You are very kind, although I don’t think it’s unusual!

To be honest all the referral links, I have used until now, have got common link or common reference number. This is the first case where I came across unique link for each referral…

[Rat_au_van (Emma)]

I’d love to but still says i’ll find out in a few weeks. Checked ISA and GIA

Edit: the free share pending has totally vanished from the page

[waynehicks1]

I’m assuming that this was “In app”?

So, your queued “Free Share” have disappeared from your portfolio view?

[Rat_au_van (Emma)]

Yes. It’s been pending in the investments section and it was there when I went to check what I’d got but now it’s vanished

[waynehicks1]

Have you checked your portfolio in the basic account, to see if you have any new shares?

[Rat_au_van (Emma)]

Yes. Nothing. Checked the activity feeds and the portfolio values as well

[waynehicks1]

Hmm, ok - maybe there is a delay in receiving the message and the free share showing up in your portfolio.

Exciting, anyway

[Viktor]

@Rat_au_van

I’d love to but still says i’ll find out in a few weeks. Checked ISA and GIA

We allocated it, you should see it soon. That’s why we are doing this gradually, it’s good figure out these unexpected issues while on a small scale.

[chrism]

Yep just had the allocation pop up, tapping took me to the ISA (Should probably go to the GIA) and can’t see anything anywhere currently, but one of the free shares has dissapeared from the queue as expected.

[chrism]

Correction - I can see the share purchase in the activity feed on the GIA, but not in the portfolio.

Got dominos - although I thought the minimum value share would be £3?