I am encountering a curious issue with my Freetrade account, where I have no visible option to update my card details.
A bit of context, I used to be on the Plus plan, but later downgraded to the Basic plan. I now want to upgrade my plan to Plus again, but the original card I used for my Plus subscription has since expired. However, there is no visible option in my app to change my card details for plan payments. Whenever I navigate to the upgrade screen, the app automatically chooses my expired card as the payment method, and there is no option for me to change it. Similarly, navigating to my Profile, or Account settings, there is no option for me to change, remove or add card details at all!
So I am stuck in this sort of limbo where I desperately want to upgrade my Plan, but I am being soft-locked and prevented from doing so by this apparent glitch or issue. I have cleared my cache and storage, uninstalled and reinstalled the app - all to no avail.
I have also scoured this forum and the Help section on the Freetrade site for answers, but I cannot find any other instances of people encountering this same problem.
Any guidance or help anyone can offer would be great!
Yes, I have indeed tried that method - upgrading via expired card details. Once I do so, I am greeted with the screen/card confirming my Plus subscription, however upon inspecting my Profile/Account Details, I am still listed as being on the Basic Plan, I have not been charged and so go back to square 1 of not being able to edit my card details due to that option being hidden behind the ‘Manage your Plan’ button which - as a basic member - doesn’t exist, and instead the only option is ‘Upgrade Your Plan’ and takes me straight to the upgrade screen!
Yep, I have contacted support several times with little success. I have had three or four conversations with various support agents and not really got anywhere. I am currently in an open conversation with support, again, but have yet to hear back and figured it might be helpful to post about this problem here as well - in the hopes it may provide answers or expedite the process of sorting this issue out.
That is the impression I’m getting! My ongoing support chat got back to me today - however, their answer was that I need to upgrade to Standard or Plus to change my card details. As I have explained (both here and to all support agents I have spoken to), this is an impossibility due to (1) subscriptions fees only being payable via card, and (2) the card currently attached to my account being expired, thus any upgrade I try to make doesn’t actually go through due to it being impossible for money to be taken from an expired card.
I appreciate the (friendly) spamming! I just want to give you my money @acamp !
Sorry for the delay getting back to you. Let me look into this and see what’s going on. I did see this thread flag by one of our engineers a few days back so I had thought we were working on a solution.
In terms of payment details, do you mean changing your linked bank account to make deposits to your FT account? If that’s the case, there’s more detail here: I want to change my linked bank account | Support
Hey Alex, thanks for getting back to me.
I had already followed those steps for both address change and linked bank account. However, after sending the information it states it will take 2/3 working days for my address to change over and the same.for someone to get back to me regarding wanting to change my linked card. All a bit frustrating unfortunately.
With your address and linked account, we need to complete checks that are in place to protect customers. While we guide two to three working days, the team often gets to this a lot quicker. This is also functionality we want to build into the app (accounting for these checks) to let customers self-serve.
Sorry that things didn’t go as smoothly as they should this time around.
