Troubleshooting Common Issues

Solutions:

1. Ensure all questions answered - Check you've answered all 8 questions
2. Check internet connection - Verify you have stable connectivity
3. Refresh the page - Simple refresh often resolves display issues
4. Clear browser cache - Remove stored data that might cause conflicts
5. Try different browser - Test with Chrome, Firefox, Safari, or Edge
6. 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

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

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:

1. Don't worry - This is normal and doesn't indicate a problem with your application
2. You'll be automatically prompted to upload documents instead
3. Follow the guided process in the onboarding flow
4. Upload clear, valid identification
5. 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.

Check:

1. Look at the countdown timer - Has it actually reached zero?
2. Verify account is active - Check your account dashboard for verification status
3. Confirm 24 hours from account creation - Not from quiz completion or document upload
4. 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:

1. Refresh your browser or close and reopen app
2. Log out and log back in
3. Clear browser cache
4. Check account dashboard for verification status
5. 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

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:

• The 1.49% spread is added to your order
• Example: Buying £1,000 of crypto requires £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:

1. Check balance in the specific account you selected for the trade
2. Try selecting a different IG account if you have balances in multiple accounts
3. Account for the spread - reduce order size by approximately 1.5%
4. Wait for deposits to process: 
   • Bank transfers: Up to 2 hours
   • Card/Apple Pay: Instant
5. Refresh the page to update displayed balances
6. Add funds to an IG account if genuinely insufficient

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:

1. ✅ Check your activity history to see if trade actually completed
2. ✅ Check your portfolio to see if cryptocurrency appears
3. ✅ Check your account balance to see if cash was deducted
4. ✅ 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

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:

1. Refresh the page - Simplest and most effective fix
2. Check internet connection - Ensure stable connectivity
3. Clear browser cache - Remove stored data that might be stale
4. Try different browser - Rule out browser-specific caching issues
5. 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 - Check prices on CoinGecko or other crypto sites
• 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

What happened:

1. You submitted an order (e.g., buy £1,000 of Token X)
2. Market liquidity could only support part of it (e.g., £900)
3. Available portion (£900) executed immediately
4. 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

Want to buy the remaining amount?

1. Submit a new order for £100 (or whatever amount you want)
2. Note: Price may have changed since your original order
3. 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

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:

1. Confirm you're on a supported page - Look for asset prices or trading screens
2. Clear browser cache - Remove stored display settings
3. Try different browser - Rule out browser-specific issue
4. Log out and log back in - Reset your session
5. 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

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:

1. Have you completed any transactions? 
   • No transactions = no statements to generate
2. Looking in the correct place? 
   • Navigate to account dashboard
   • Look for "Statements" or "Documents" section
3. 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:

1. Use activity history for immediate transaction records
2. Wait until next day for statement generation if recently traded
3. Try different browser if statement option not visible
4. Clear browser cache and refresh
5. 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

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:

1. Check your email - We'll notify you if additional documents needed
2. 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
3. Re-upload if needed with better quality images
4. 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