Cryptoassets are high-risk investments and may not be suitable for all investors. Their prices can be highly volatile, and you could lose some or all of the money you invest.
Cryptoassets are not regulated in the same way as traditional investments and are not covered by the Financial Services Compensation Scheme (FSCS). Protection from the Financial Ombudsman Service (FOS) is limited.
During periods of extreme market volatility, liquidity may be reduced, which can affect your ability to buy or sell crypto at your desired price.
You should take time to understand how crypto works and the risks involved before investing. For more information, visit IG’s Crypto Risks page.
Cannot complete appropriateness quiz
Cannot complete appropriateness quiz
Problem: Quiz won't submit or shows error. |
Solutions:
Ensure all questions answered - Check you've answered all 8 questions
Check internet connection - Verify you have stable connectivity
Refresh the page - Simple refresh often resolves display issues
Clear browser cache - Remove stored data that might cause conflicts
Try different browser - Test with Chrome, Firefox, Safari, or Edge
Try different device - Switch between mobile and desktop
Still not working?
Contact support with:
Screenshot of error message
Browser and device information
Time the error occurred
Verification taking longer than expected
Verification taking longer than expected
Problem: Account verification is pending for an extended period. |
Check these first:
Have you uploaded all required documents?
Are documents clear and readable?
Do documents meet requirements? (valid, not expired, full name visible)
Common reasons for delays:
Document quality issues:
Blurry or unclear images
Documents cut off or incomplete
Poor lighting making text unreadable
Document problems:
Expired identification
Wrong document type uploaded
Documents not accepted (e.g., screenshots instead of original scans)
Information mismatches:
Name on documents doesn't match application
Address doesn't match proof of address
Date of birth discrepancy
Required documents:
Government-issued photo ID (passport, driving license, national identity card)
Proof of address if requested (utility bill, bank statement, government correspondence within 6 months)
Resolution:
PENDING KYC CONFIRMATION - Most verifications complete within 24-48 hours
Check your email for verification requests from IG
Re-upload documents if quality is poor
Ensure documents are valid and not expired
Still pending after 48 hours?
Contact support with:
Your account reference number
Confirmation of which documents you uploaded
Screenshots of upload confirmations
Date and time documents were submitted
eIDV (Electronic Identity Verification) failed
eIDV (Electronic Identity Verification) failed
Problem: Automatic identity verification unsuccessful. |
Why this happens:
Information doesn't match credit reference databases
Recently moved address
Limited credit history in the UK
Name variations in records (e.g., middle names, maiden names)
New to the UK
What to do:
Don't worry - This is normal and doesn't indicate a problem with your application
You'll be automatically prompted to upload documents instead
Follow the guided process in the onboarding flow
Upload clear, valid identification
Wait for manual verification - Usually 24-48 hours
This is a standard alternative verification method when electronic verification can't confirm identity automatically. Many customers use this route successfully.
Cooling-off period not ending
Cooling-off period not ending
Problem: 24 hours have passed but still cannot trade. |
Check:
Look at the countdown timer - Has it actually reached zero?
Verify account is active - Check your account dashboard for verification status
Confirm 24 hours from account creation - Not from quiz completion or document upload
Ensure you're viewing crypto account - Not another IG account
Common causes:
Account verification still pending (documents under review)
Timer calculated from account creation, not quiz completion
Browser cache showing old information
Viewing the wrong account in app
Solutions:
Refresh your browser or close and reopen app
Log out and log back in
Clear browser cache
Check account dashboard for verification status
Verify you're on crypto account using account switcher
If timer shows zero but still can't trade:
Contact support with:
Screenshot showing countdown at zero
Screenshot of any error messages
Time when cooling-off period should have ended
Insufficient funds when buying
Insufficient funds when buying
Problem: Error says insufficient funds but you have cash in your account. |
Common causes:
1. Wrong account selected:
Check which IG account you're trying to use (Share Dealing, CFD, or Spread Bet)
Verify that specific account has sufficient balance
Remember: Each account has separate cash balances
2. Spread not accounted for:
Fees are included in the price of your cryptocurrency transaction.
For Bitcoin, Ethereum and Solana, a 0.07% external exchange fee is included in the price.
Example: Buying £1,000 requires approximately £1,000.70 in your account.
For all other cryptocurrencies, a 1.49% spread is included in the price.
Example: Buying £1,000 requires approximately £1,014.90 in your account.
3. Reserved funds:
Cash may be reserved for pending orders in other products
Check for open positions or pending transactions in that account
4. Display delay:
Recent deposits may not have updated yet
Wait a few moments for balance to refresh
Solutions:
Check balance in the specific account you selected for the trade
Try selecting a different IG account if you have balances in multiple accounts
Account for included fees when placing your order - Bitcoin, Ethereum and Solana include a 0.07% external exchange fee in the price, while all other cryptocurrencies include a 1.49% spread in the price.
Wait for deposits to process:
Bank transfers: Up to 2 hours
Card/Apple Pay: Instant
Refresh the page to update displayed balances
Add funds to an IG account if genuinely insufficient
Calculation example: Want to buy £1,000 worth of Bitcoin:
Want to buy £1,000 worth of another cryptocurrency:
|
Trade stuck on "Processing"
Trade stuck on "Processing"
Problem: Trade shows processing for extended time. |
Expected processing times:
Most trades: Complete within 5 seconds
During high volatility or heavy traffic: Up to 1 minute
If processing exceeds 1 minute:
DO NOT:
❌ Submit the trade again (may create duplicate order)
❌ Refresh the page immediately
❌ Close the app or browser
DO:
✅ Check your activity history to see if trade actually completed
✅ Check your portfolio to see if cryptocurrency appears
✅ Check your account balance to see if cash was deducted
✅ Wait another 2-3 minutes before taking action
If trade still processing after more than 1 minute:
Contact support immediately with:
Trade reference number (if available)
Screenshot of stuck trade screen
Exact time of submission
Amount and cryptocurrency you were buying/selling
Which account you were using
Important: Many "stuck" trades have actually completed successfully but the display hasn't updated. Always check your portfolio and activity history first. |
Prices look wrong or frozen
Prices look wrong or frozen
Problem: Prices seem outdated or not updating. |
Expected behavior:
Prices update every second for all 55+ tokens
You should see constant price movement on active tokens
24-hour change percentage should reflect current market
Quick solutions:
Refresh the page - Simplest and most effective fix
Check internet connection - Ensure stable connectivity
Clear browser cache - Remove stored data that might be stale
Try different browser - Rule out browser-specific caching issues
Check for maintenance - Look for system notifications
How to verify prices are live:
Open Bitcoin or Ethereum (most actively traded) - should show constant small movements
Compare with external sources - Compare the movement with general cryptocurrency market prices available publicly.
Check 24-hour change - Should align with general market trends
Look for timestamp - Some pages show last update time
Still frozen after refresh?
This may indicate:
Temporary internet connectivity issue on your end
Scheduled system maintenance (check notifications)
Rare system issue
If prices remain frozen after 5 minutes:
Contact support with:
Screenshot showing frozen prices
Which tokens appear frozen
Last time you saw prices update
Browser and device information
Partial fill but don't understand the refund
Partial fill but don't understand the refund
Problem: Order only partially filled, confused about what happened. |
What happened:
You submitted an order (e.g., buy £1,000 of Token X)
Market liquidity could only support part of it (e.g., £900)
Available portion (£900) executed immediately
Unfilled portion (£100) automatically refunded to your account
This is completely normal - not an error or technical issue.
Check where everything went:
Activity history - Shows exactly £900 was filled
Account balance - Shows £100 refund appeared instantly
Portfolio - Shows £900 worth of Token X received
Example breakdown:
|
Want to buy the remaining amount?
Submit a new order for £100 (or whatever amount you want)
Note: Price may have changed since your original order
No penalty or issue with the partial fill
Why did this happen?
Market liquidity varies by cryptocurrency:
Major tokens (BTC, ETH): Rarely partially fill
Smaller tokens: May partially fill on larger orders
During volatility: Even major tokens can have reduced liquidity
For more detailed information, see What Is a Partial Fill and How Does It Work? - IG UK
Currency toggle not working
Currency toggle not working
Problem: Cannot switch between GBP and USD. |
First, check you're on the right page:
Currency toggle is available on:
✅ Asset lists (main crypto page)
✅ Token detail pages
✅ Buy/sell screens
Currency toggle is NOT available on:
❌ Account settings pages
❌ Some statement pages
❌ General IG settings
Solutions:
Confirm you're on a supported page - Look for asset prices or trading screens
Clear browser cache - Remove stored display settings
Try different browser - Rule out browser-specific issue
Log out and log back in - Reset your session
Update app - Ensure you have latest version installed (check App Store/Google Play)
Still not working?
Contact support with:
Screenshot of the page where toggle should appear
Browser/device information (Chrome, Safari, Firefox, etc.)
Whether issue occurs on web, mobile, or both platforms
Cannot access statements
Cannot access statements
Problem: Statement option not visible or statements not generating. |
Understanding statements:
IG crypto statements are:
Generated daily showing end-of-day positions
Show asset movements (buys and sells)
Available in account dashboard
Same format as Share Dealing statements
Check:
Have you completed any transactions?
No transactions = no statements to generate
Looking in the correct place?
Navigate to account dashboard
Look for "Statements" or "Documents" section
Are statements generated yet?
Statements show end-of-day positions
If you traded today, statement may not be available until tomorrow
Alternative transaction records:
While waiting for statements:
Activity history - Available immediately after any transaction
Portfolio view - Shows real-time holdings
Transaction confirmations - Sent via email
Solutions:
Use activity history for immediate transaction records
Wait until next day for statement generation if recently traded
Try different browser if statement option not visible
Clear browser cache and refresh
Contact support if unable to access after 24 hours
What statements include:
Cryptocurrency holdings at end of day
Buys and sells during the period
Asset movements and balances
Account verification delayed
Account verification delayed
Problem: Submitted documents but verification is taking longer than expected. |
Expected timeframes:
Electronic verification (eIDV): Instant to a few seconds
Document verification: [PENDING KYC CONFIRMATION - Usually 24-48 hours]
Why verification might take longer:
Document issues:
Image quality too poor to read
Document partially cut off
Glare or shadows obscuring text
Wrong file format
Document validity:
Identification has expired
Proof of address older than 6 months
Document type not accepted
Information mismatches:
Name spelling differs from application
Address doesn't match current registered address
Date of birth discrepancy
What to do:
Check your email - We'll notify you if additional documents needed
Review document requirements:
Government-issued photo ID must be valid (not expired)
Proof of address must be within last 6 months
Documents must be clear and fully visible
Re-upload if needed with better quality images
Wait for processing - Most complete within 48 hours
How to take clear document photos:
Use good lighting (natural light works best)
Ensure entire document is visible in frame
Hold camera steady (avoid blur)
No glare or shadows
Use document scanning apps for better quality
Still waiting after 48 hours?
Contact support with:
Account reference number
Which documents you submitted
Date and time of upload
Any email communications received
For immediate assistance with any issues, contact our support team:
Available 24/7 (except Friday 10pm - Saturday 8am)
When to Contact support:
Issues persisting after trying troubleshooting steps
Account verification unclear after 48+ hours
Missing funds or cryptocurrency assets
Technical errors preventing you from trading
Questions about your account or transactions
What to include when contacting support:
Always provide:
Your account reference number
Clear description of the problem
Screenshots of any errors/error code
What troubleshooting steps you've already tried
Browser and device information (e.g., Chrome on Windows, Safari on iPhone)
Date and time when issue occurred