CharlotteIG

January 30, 2021

17 hours ago, MattSouthgate said:

Fab and that's fine! Definitely non-leveraged. Thank you and here's hoping. Then I can transfer my PRT stock to be with my other holdings at IG.

Have a good weekend.

Hey Matt,

Unfortunately we also can’t offer Frankfurt

So sorry about this

January 29, 2021

7 minutes ago, MattSouthgate said:

Thank you for the rapid response. The 4XA.FRA is for the Frankfurt Borse exchange - it's not French. I was hoping this would be available because TUI AG (ASIN: DE000TUAG000) is on the same exchange and is available on the IG platform.

The Plymouth Rock Tech stock has the ASIN CA7300201042.

Hey,

8 minutes ago, MattSouthgate said:

The 4XA.FRA is for the Frankfurt Borse exchange - it's not French.

I feel so foolish. Sorry about that.

The market cap isn't very large but I will put in a request to see if the desk can add it for non-leveraged.

All the best

January 29, 2021

2 minutes ago, senil said:

They are making so much money they dont care, we are canon fodder!

We're not happy about what happened today and it's made traders upset which is something we never want. We're doing everything we can to correct positions and want anyone who has affected positions to please reach out to us so we can correct them.

Apologies again from IG

January 29, 2021

1 hour ago, coldwire1 said:

Anyone know why this is , industry wide of only ig problem?

Hey @coldwire1,

We're so sorry about the login issues today.

If there are any issues you can always check on this page here: https://status.ig.com/

Apologies again for the inconvenience.

January 29, 2021

11 minutes ago, senil said:

Whats going on at 3:00pm today, absolute nightmare platform would not allow trading and referred to IT who never answered and then cut off????

Hey @senil,

I would advise you to email what happened to helpdesk.uk@ig.com to see what can be done.

I apologise if you tried to call us and couldn't get through. I'm passing this feedback onto our client facing managers as it's unacceptable for line to be cut off if traders are on the line.

All the best

January 29, 2021

I still want to apologise on behalf of IG. This technical issues is impacting your accounts and we want to make sure all positions are closed at the right price.

As you're aware our phone lines are busy at the moment but we do want you to reach out let us know where you would have closed your positions, why you couldn't (I know we will be aware but please mention that it was during the times you were not able to login/ close positions). If your exposure is correct please email us so we can make corrections.

January 29, 2021

2 hours ago, Guest Poonlord said:

Hey charlotte, any chance you can approve my account it’s been some days. Thanks heaps

Hey,

Are you able to make a community account rather than posting as a guest. When you make an account we're able to pass on your community details and then our account opening team are able to find and prioritise you.

All the best

January 29, 2021

Just now, Guest Ali said:

The app is not accepting any trades, wanted to place orders on stocks like NIO.

Hey,

I can only apologise for that's happening. We're having login issues but if you're on the platform and can't trade I'm unable to see why that is.

You can check on updates here: https://status.ig.com/

I'm waiting on updates to give. Massive apologies, I completely understand everyone's frustrations.

January 29, 2021

Hey,

I can only apologise for that's happening.

I'm not defending what's happening. We're working to get the login issue sorted (updates here: https://status.ig.com/).

I can assure you though that these are technical issues.

I'm waiting on updates to give. Massive apologies, I completely understand everyone's frustrations.

January 29, 2021

Hey,

I can only apologise for that's happening.

I'm not defending what's happening. We're working to get the login issue sorted (updates here: https://status.ig.com/).

I can assure you though that these are technical issues. We wouldn't put or reputation on the line to take money from traders. I know this doesn't make it any better.

I'm waiting on updates to give. Massive apologies, I completely understand everyone's frustrations.

January 29, 2021

Hey,

I can only apologise for that's happening.

I'm not defending what's happening. We're working to get the login issue sorted (updates here: https://status.ig.com/).

I can assure you though that these are technical issues. We wouldn't put or reputation on the line to try and steal money from traders. I know this doesn't make it any better.

I'm waiting on updates to give. Massive apologies, I completely understand everyone's frustrations.

January 29, 2021

5 minutes ago, Hithivfor6 said:

I ordered $300 worth of stock but it wont let me cancel my order “order rejected”. I cant use this money as it is reserved for when the stock hits a certain price. What do i do?

Hey,

If you're unable to cancel the order on your side please contact us so we can do it for you.

All the best

January 29, 2021

1 minute ago, nit2wynit said:

Hi. are we having the same problems today?

The site won't load.

Hey,

I've been able to login and all systems are operational from: https://status.ig.com/

Let me know if it's still the case.

All the best

January 29, 2021

4 hours ago, DDTG2019Mentoree said:

Hi IG,

I've been a client (customer) of yours for a couple of years now. Overall, I'm happy with the product (no real issues).

However, one thing which could improve things with your trade analysis system, is having the option of selecting which trades you'd like to analysis (over the set period you select), seeing as a few members would trade multiple systems/timeframes etc - it would save having to revert to external bookkeeping sources to do this i.e. excel etc.

It would make getting/and analysising the data easier.

Cheers,

Dave

Thank you for this feedback!

I will check with our platform team what we can do and will get back to you.

All the best

January 29, 2021

3 hours ago, Obaid said:

I am struggling with Fund Withdrawal.

I had deposited my funds using a Debit Card and I requested Fund back to my Debit Card Only. But every time I request funds it gets rejected and I they don't provide any reason for it.

Its literally tiring, I am feeling to suspect that weather they do it so that person cannot take their money back and its only used by IG

Can someone Help.

Hey,

If you've had issues withdrawing in the past meaning you had to verify the card you deposited with you can send the funds back to the bank account directly.

If this is the case, you can select bank withdrawal on the MYIG page> Live accounts> Withdraw funds> Withdraw to bank account.

All the best

January 29, 2021

On 26/01/2021 at 19:33, Rossmoyne said:

Hi folks,

I am in the same situation. I did my ID verification via IDNow App. I emailed all documentation also to IG.

I can't get any customer service / support having tried email, phone and even Twitter.

Did you get your account verification issues resolved?

6 hours ago, suttytrades said:

Hey guys, I’m having the same issue. Uploaded all my documents and for a week it is just showing under review. Every time I login again I get the message saying I need to verify my account but can’t do any more than I have. So frustrating. I just want to get trading.

Hey both,

Apologies for the delay.

We have a team that approves all of the documents however due to a large increase in new applications there's a back log. We're working through these as fast as we can but apologise for the delay. We understand how frustrating this is and are working our best to get them done.

All the best

January 29, 2021

5 minutes ago, marktbde said:

Hi there - I'm trying to open a spread bet account but I do not see this option. Am I missing something?

I've opened a share dealing acc. fine.

Thanks

Hey,

You should see the option to add more accounts on the myIG page

If you can't see the option to add spread betting on your side you will have to reach out to us so we can go through some questions with you.

All the best

January 29, 2021

2 hours ago, DPDallas said:

Since there’s been no success here with requests for ticker-codes, can we at least have unique names that distinguish ordinary shares from options?

Also, if names have abbreviations, can you keep them consistent within the platform?

I have several examples, here’s one of them.

Click on the "History" tab and look at the "Trades in the last 30 days" and notice that the rows identify markets only by name (no code). This can be easy depending on the market name, but for some names, I have to resort to the price column to distinguish between ordinary shares and options (i.e., find the price of shares/options on the day).

For example, in my list of trades, I have “Lake Resources N.L." listed several times, and I cannot tell which are shares or options except by looking for the price on the day (there’s too much to remember). So, I copy the name and search for it, but find nothing because some names (like this one) have a variety of abbreviations. So I search for "Lake Resources" and find two entries for “Lake Resources NL” (i.e., both shares and options with the same name). Then, to identify whether it’s shares or options, I must look for the price on the day of the trade, or when there’s too much price movement I have to search for the time on the day of the trade. All this just to distinguish shares (LKE) from options (LKEOB).

The positions table causes the same problem, although it is a easier to resolve with the last-price being current.

Hey,

I have pushed for these to be added and every comment on here gives it more trader insite so thank you so much for commenting.

I will pass this on but I want to see if they can add the tickers as suggested if that's what everyone wants.

All the best

January 29, 2021

14 minutes ago, Guest MG1 said:

Hi,

There seems to be an incorrect candle on the BOO chart. Huge red candle which did not occur on Tuesday 26th January(down to the low 200s). Also another incorrect candle appeared last week but then appeared to be corrected. If this could be looked at please as it makes the charts/indicators such as RSI and Stoch also incorrect, so impossible to see trading opportunities which is very frustrating. Many thanks

Hey,

Thank you for your post.

Can you let me know what time this incorrect cancel shows on your chart so I can get out technical team to check it and if it's an error, remove it.

All the best

January 29, 2021

2 hours ago, MattSouthgate said:

@CharlotteIG

I should have made the request for share dealing of Plymouth Rock Technologies while signed in!

: PRT OTCQB: PLRTF 4XA.FRA

Matthew

Hey,

Thanks for your post.

We can't offer Canadian, French or OTC markets on our platform.

All the best

January 29, 2021

2 hours ago, Twerkingcat said:

I don't understand and would use some help. On my spread betting accounts current margin rate is 100% for all tiers. The way I understand it is all positions are cash covered, why there are still margin calls when underying stock goes down?

Hey,

Thanks for your post.

Sometimes we have to increase margin if markets become extremely volatile.

Usually it's only by a small amount but due to the market movements we've seen over the past couple of days our risk team and our exposure desk find these higher margins appropriate.

If the market calms the margin requirement will more than likely decrease meaning you will have more available funds rather than less. (because if we ask for 100% margin then decrease it to 20% margin the 80% will go back into your available funds) please bear in mind that your profit/ losses also change this figure.

All the best

January 29, 2021

20 hours ago, SunilK said:

what happens to losses we encounter as a result....

If any of your positions have been affected due to the login issues yesterday please reach out to us.

We will do everything we can to make sure the errors are corrected.

All the best

January 29, 2021

18 minutes ago, Wilky1009 said:

Totally agree, tried numerous times over the last few days via 'LIVE HELP' and no response. Eventually 'agent ended the conversation'. Platform says call and no answer. Also responded to LiveSquawk Tweet and no come back.

I don't trade options. The money in the account is mine and IG dictate when I can and buy/sell shares. Not acceptable. Have missed opportunities as a result of what's going on and lost money. Currently looking into how to move portfolio. Based on the arrogance of IG (that I have experienced repeatedly) losing retail investors will be of no consequence to them.

Be prepared for more outages today at 2.30.................

Hey,

We're sorry we haven't been able to provide the service we wanted but are working hard to make sure it doesn't happen again and as mentioned we're more than happy to investigate anything that happened within that time frame and resolve it.

We're aware this was our error but are doing everything we can to resolve traders issues.

All the best

January 29, 2021

42 minutes ago, calleb23 said:

Is there a way to transfer funds from the CFD account to the Share account without having to transfer to card and back.

Hey,

You can do this on the MyIG page by selecting Live accounts> Transfer funds:

January 29, 2021

Hey all,

As mentioned in other feeds we apologise for the login issues we experienced.

If your positions were impacted please reach out to us so we can help to resolve the issues. If you believe a position should/ shouldn't have been closed out please make sure you have the correct exposure as soon as possible so we can check what happened and correct the error.

We're working our hardest off the back of this to pick up every call and get everyone's issues resolved.

We also have a team looking at the issues, why they're reoccurred and how to stop them going forward.

We understand how frustrating this is and want to make sure everything is resolved so do please reach out.

There's unprecedented demand at US market open. If you need to call to get something resolved note that it would be better to contact us earlier than 14:30.

All the best

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