CharlotteIG
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Posts posted by CharlotteIG
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On 16/04/2021 at 12:20, Guest Kai said:
Hi can someone help me out as I've sold my shares and its in my funds but when I try and withdraw the amount its saying I only have 5 pounds available? It says at the bottom resulting funds and available resulting funds of the amount I sold but I cannot withdraw?
If this is a share dealing/ ISA account it maybe because the settlement period isn't finished. You may see something like balance x but your available to withdraw allowance is only £5.
If this is the case, please know the settlement period works on a T+2 (T+3 for US shares) basis. This means the cash for these shares won't settle on your account the day you sold them but two (3 for US) working days.
If you haven't sold shares recently, check to see if you have any working orders because funds are removed from your available balance.
If this still isn't the case I would advise reaching out to us and asking for some assistance at helpdesk.uk@ig.com.
All the best
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On 16/04/2021 at 09:45, Guest Bandook said:
I live in Australia and created an account via the IG Android App. Looks like I clicked "Chinese" during setup and would like to change it to English. How can I do this? I have used google translate to traverse your website but can't seem to find any way to change this in your settings.
Hey,
Thanks for your post.
If you live in Australia you should have been opened with the AUS office which has an English platform.
I would advise reaching out to us. If the account has been set up with China you may have to reapply. As there's so many options I would advise reaching out so you can get the help straight away.
All the best
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On 15/04/2021 at 17:57, Asdsp said:
Today I set a new order to go long pre market on dell at 9400 with stop loss -100 and limit at +150. However my order opened at 9809 when the markets opened.
According to me, wasn't the order supposed to be triggered if the market reached 9400???
Support please
Hey @Asdsp,
I hope you're well.
If you set a stop order to open, meaning when the market was close you chose a worse price than the closed market price (for example if the market closed at 9395, and you set the order to buy at 9400. It's worse because you're buying at a higher price) then when the market opened it jumped up meaning we were going to execute the order but the next available price would have been 9809. Your stops would have adjusted accordingly.
When markets are volatile and you use an order to open you can be subject to slippage.
If this was your first experience of slippage with an order to open I would advise reaching out to our customer service team. This isn't an issue on IG's side it's something that can and does happen but I would explain to them it's your first time and you didn't know and see if there's anything they can do.
All the best
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On 15/04/2021 at 16:37, Guest Mitchell Brookes said:
Hi, can you explain when selling shares what does "AT QUOTE" mean compared to "EXCHANGE", what is the difference especially when trying to sell quickly,Thanks
Hey,
Thanks for your post.
At quote means you can select the amount of shares or the money amount you want to buy/ sell for and you will get a quote directly from a market maker.
On exchange means you will put an order into the market and it will sit on there until the conditions you set have been met. For example if you set a limit order to sell shares at a price of $100. Your shares will only be sold a $100 or better (for $100 or more).
I hope this helps.
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On 13/04/2021 at 09:44, Guest Juzza said:
Can I buy Coinbase shares using my IG account, when they list on Weds 14th April ?
Coinbase is currently still in its price discovery phase on the underlying exchange. As soon as its available to trade in the underlying market, you'll be able to trade it online and on mobile.
Keep up to date with IG twitter handles: https://twitter.com/IGSquawk
Use the right hand 'twitter feed' to keep up to date throughout the day.
Keep an eye out on the platform - the yellow phone symbol will turn green!
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On 13/04/2021 at 02:32, msiddiq said:
+1 in the exact same position as AdeTrade. Will Coinbase be available as soon as it’s listed on NASDAQ? Need to know whether to transfer my funds to IG or find another trading platform.
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On 13/04/2021 at 13:27, ANDREWSIM said:
Hi , I encountered one issue was
My account fund every few days will auto been deducted about few dollars when I never sell/buy stock or keep stock order overnight.
Hey,
If you think your account balance is decreasing you can check the ledger history/ statements on the MyIG page> Live accounts. You will be able to see an account break down and see where these deductions are coming from. Alternatively you can email us at helpdesk.uk@ig.com and ask for a full account history breakdown in an excel file.
All the best
Charlotte
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8 hours ago, dic said:
why have i got an unsettled debit that has been on my account for days with no orders or anything in place
how do i get IG to look at this please
Hey,
If within the last 2/3 working days you bought stock on a share dealing/ ISA account there's a settlement period for the debit. Similarly when you sell stock there's a 2/3 day settlement period for the credit.
When the credit is settling through you can use it to buy new stock but you have to wait to withdraw the funds.
Alternatively if you had a working order to buy stock the funds will be taken from your available balance.
I hope this helps, if now you will have to reach out to us on helpdesk.uk@ig.com.
All the best
Charlotte
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On 07/04/2021 at 05:32, BalaS said:
Hi,
I'm interested in the new VanEck Vectors Global Clean Energy ETF - CLNE. It is still NOT available on IG for trading.
Does anyone know if this is coming to IG soon? What's causing the delay for this to be approved on IG?
Please help.
Cheers.
This will be added at market open.
All the best
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4 hours ago, Emy said:
Hi guys, I am Emmy and a new member.Wanted to know how to change my deposit currency from $(USA) to £(GBP)
Hey,
Thanks for your post.
If this is a CFD/ Spread betting account (leverage) you can change the base currency. To do this please email us at helpdesk.uk@ig.com with the request and add in answers to the following security questions:
1. Name and date of birth
2. Registered address
3. Registered phone number
4. Last market you traded
5. Approximate account balance
6. Last 4 digits of a card you've used to fund the accountPlease do NOT respond to this post with answers to those personal questions.
All the best,
Charlotte
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4 hours ago, Guest Emeka said:
Hi guys.I am new and wanted some guidance on how to change my deposit method from US dollar to British Pounds
Hey,
Thanks for your post.
If this is a CFD/ Spread betting account (leverage) you can change the base currency. To do this please email us at helpdesk.uk@ig.com with the request and add in answers to the following security questions:
1. Name and date of birth
2. Registered address
3. Registered phone number
4. Last market you traded
5. Approximate account balance
6. Last 4 digits of a card you've used to fund the accountPlease do NOT respond to this post with answers to those personal questions.
All the best,
Charlotte
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On 05/04/2021 at 10:56, GreenRay said:
How can I purchase shares in Mast Energy as part of their IPO on 14 April into my IG account?
Thanks for your post.
I've spoken to our shares desk and they're happy to add this for non-leveraged only on 14th April when it lists. Unfortunately we can't offer the IPO.
All the best
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On 06/04/2021 at 21:20, TokyoPink said:
I need to have my accounts linked to my firm as I work in financial services. I have submitted a form in December for this but can't find out if it has been done and I can't get any response from IG helpdesk or the people administering this compliance feed.
I'd appreciate it if anyone has any advice. I'd also like to know if people generally find IG support good? I'm not getting a response and, while I'd like to move my other accounts from HL, I don't want to move anything to an unresponsive company.
Thanks!
Hey,
Thanks for your post.
I've had someone search for your email and action it by the end of the week.
With regards to IG as a business it wouldn't be fair to give you that information as I work here but others on the community should be more than happy to help
All the best,
Charlotte
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On 07/04/2021 at 23:38, Igloobrush said:
Why are some of my account funds reserved and unavailable to withdraw. What is the reserve pot for?
If it's a share dealing or ISA account it's more than likely to be due to the settlement period.
Please know our settlement period works on a T+2 (T+3 for US shares( basis. This means the cash for these shares won't settle on your account the day you sold them but two working days later.
Many thanks for your understanding. I hope this clarifies why you can't withdraw your funds at the moment.I hope this helps. If it doesn't let me know by replying to my message and putting @charlotteIG
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On 07/04/2021 at 16:10, johncarter1982 said:
I sold Ryanair shares on the 17/03/21 and I cannot withdraw the funds, still 3 weeks later.
I have been able to withdraw funds from other share sales in that time.
I have tried emailing, web support and and phoning IG and now one has been able to give me an answer yet as to why.
Can anyone please advise on when and how access funds?
Hey,
I got one of my colleagues to check this and they've got back to your email regarding the delay.
Sorry for the inconvenience.
All the best
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On 07/04/2021 at 15:07, che17 said:
Hey, i a having difficulties putting my IG account on Metatrader4 and was wonder if i could get some help
Hey,
Your MetaTrader and IG login details will be different. Your MT4 username will be numbers. When you opened the account you would have got an email through with the username and a password reset link.
If you can't find these please email us at helpdesk.uk@ig.com with a request to send across your MT4 username and a reset password email. You will also need to provide answers to the following security questions (Please do not post them on here)
1. Name & date of birth
2. Postal address
3. Registered number
4. Last market traded
5. Last 4 digits of a card you have used to fund the account
6. Approximate balance on your account
All the best
Charlotte
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On 06/04/2021 at 16:00, Guest Gus said:
Cant find mt4 live passwords
Hey,
Thanks for your post.
If you've forgotten your MT4 live password you will have to call or email us. If you email us with your reset password request (make sure to ask for MT4 reset not just a password reset) and answer the following questions we will be able to assist you:
1. Full name & date of birth
2. Postal address on the account
3. Registered phone number
4. Last market traded
5. Account balance
6. Last 4 digits of a card you've used to fund the account with.
Please do not answer these questions on the community.
If it's a demo account please just email the request from the registered email address.
All the best
Charlotte
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On 05/04/2021 at 07:27, Guest Alaa said:
Hello,
I have been waitinf for funds I withdrew on 7th of March to be received into my debit card .
However, I am still waiting and it has been almost a month without any funds.
I contacted IG who told me they sent it and contacted my bank who investigated the reference number and confimed that there is nothing received.
How long is this going to take as I understand this money is somewhere and I need IG to stop playing games with me and send me my funds back.
Hey,
If the funds were sent out of IG on the 7th March that's too long to wait for a withdrawal. Bank withdrawals take 1/2 working days, card withdrawals 2-4 working days and paypal is 1 working day.
I would suggest emailing us at helpdesk.uk@ig.com. Let us know the withdrawal you're referring to and ask for a receipt proving the funds left out account. The bank can then show that to the intermediate and track the funds.
All the best
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On 04/04/2021 at 11:59, Patrickmcbrearty said:
I just changed over from Oanda, so I am still trying to get used to the IG Platform. My base currency is EUR and I trade most in FX. When I go to place a trade for example, USD/CAD, it does not let me see what I am risking in EUR (only in CAD,GBP or USD) , is there a way to change this as I don't want to be converting on occasions to see what I am risking in EUR. Any help on this would be appreciated. Thanks.
If you're trading FX you must be on a leveraged account (spread betting/ CFD) and the answer is yes you can get your account base currency changed.
If you email us at helpdesk.uk@ig.com and request for the base currency to be changed we will be able to assist you.
All the best
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1 hour ago, Guest Matt G said:
Yes having a massive issue too after adding 2FA to my account yesterday, my user account seems to be corrupted and any number of password resets don't even get past the first page to the 2FA page.
I've tried now for 24 hours to get in contact with someone to get it fixed, but noone answering the phone or the live chat or the helpdesk emails. Very frustrating.
Hey,
If you've attempted to login more than 3 times you will have to call us to get your account unlocked. After 3 incorrect attempts your account gets locked.
Once we have sent you a reset link you will be able to change your password.
When logging in you must use this new password then open your 'IG Authentication' app> Click Verification codes> add that 6 digit code to the end of your password then login.
All the best
Charlotte
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On 06/04/2021 at 16:31, StephenOR said:
I am wondering when I can deposit money for 2021 ISA. It does not seem to be possible with my 2021/21 ISA. Sorry for the lack of knowledge but I thought it was relevant to this question
Once the date turns to 6th April 2021 any money deposited into your ISA will be for your 2021/2022 allowance. They're all kept in the same account but we're aware of how much you've put in for each financial year.
I hope this helps.
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On 01/04/2021 at 10:03, Guest Jason said:
Hi,
I have accidentally opened an extra account. I would like to delete the additional account to avoid any errors when transferring funds.The account I would like to delete is:
Account ID *****
Thank you in advance,
Jason
Hey,
To get the account deleted please reach out to use on helpdesk.uk@ig.com. Please make sure the email is from your registered email address.
All the best
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1 hour ago, Getrich said:
Just before eight this morning my BYD position was just closed at a loss without me doing anything. Why?
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55 minutes ago, Getrich said:
My BYD postion was closed. This cannot be right forcing your customers to close there positions. I feel that if you alllow them to open a position you cannot force them to close a position at a loss just because they made a random pick not to trade this any longer. Then IG can just all of a sudden decide not to trade any share and force everybody to close all their shares at a loss. This is a ridicilous concept. If they allow you to buy they should let you keep the share until you decide to sell it not just because someone sat down and decidided they do not want to trade in a specific share without any good reason.
Account locked for security reasons / How to unlock?
in IG Account Support - MyIG Help
Posted
Thanks for your post.
Sometimes if you put in 3 incorrect passwords your account will lock. If you haven't got to 3 please change your password yourself on the website.
If you've exceeded 3 you have to ring/ email us to get it sorted as we have to unlock it before you attempt to login again.
All the best