A card payment can be rejected for one of five reasons – these will normally be shown on the depositing screen:
- The payment was rejected by your bank
This can usually be resolved by contacting your bank or card issuer.
- The payment failed online
If you think the payment was successful but can’t see the funds on your account after a few minutes, it’s likely that the payment failed online. Clear your cookies and cache, log back in and try again.
In some circumstances, your bank may contact you to verify a payment before the transaction is authorised.
- The name on the card doesn’t match
For security reasons, your chosen card must be in the same name as your account with us. We don’t accept payments from third parties or corporate cards, even if the card is in your name. If you’re a corporate account holder, please fund your account by bank transfer.
- The address doesn’t match
Make sure the address we hold for you matches the address registered with the bank you’re using to fund. You can edit your address by logging in to your My IG dashboard, going to the ‘settings’ tab and selecting ‘personal details’.
Please contact your card issuer if a charge appears on your card after an address mismatch.
- We can’t accept your card
We're unable to accept any deposits from American Express cards or certain jurisdictions, like the US, and would recommend using a different card or payment method.
Please note we normally return money by the same method and to the same place we received it from. If you made a deposit using a card, you’ll need to request a withdrawal back to that card. This will avoid potential delays, as additional security checks could be required otherwise.