When making deposits to your trading account, you may occasionally encounter issues. Here's a guide to the most common deposit problems and how to resolve them:
Connection Issues
Before retrying a deposit or choosing another payment method, check Transaction History and your bank, card or wallet. If funds were sent or debited, a request is pending, or the payment status is unclear, do not pay again to test the form. Keep the payment reference and request a review through the signed-in Service Hub.
Problem: Transaction timeout or cancellation Causes: Inactivity during the deposit process, connection failure, or provider maintenance Solution: Check the original request and payment first. Retry only if no funds were sent or debited, no request is pending, and the current Client Portal or provider instructions allow it. Use a stable connection; a timeout alone does not mean the payment failed.
Technical Difficulties
Problem: Operation temporarily unavailable or processing errors Causes: Payment provider system overload or technical issues Solution: Check the original request and payment status. Follow the current Client Portal or provider instructions. If funds were sent or debited, a request is pending, or the status is unclear, request a review through the signed-in Service Hub before making another payment.
Card-Related Problems
Problem: Card transaction errors or authentication failures Causes: Incorrect card details, insufficient funds, expired cards, or 3D Secure issues Solution: Verify all card information is accurate and current. For 3D Secure problems, ensure you enter the correct verification code and that your browser isn't blocking authentication pages.
Multiple Failed Attempts
Problem: Transaction processing blocked Causes: Several consecutive failed attempts or using multiple cards in a short timeframe Solution: Stop repeated attempts and check the exact message and payment status. Follow only the retry or waiting instructions currently shown by the Client Portal or provider. There is no universal retry count or waiting period. If the next step is unclear, request a review through the signed-in Service Hub.
Currency Incompatibility
Problem: Currency not supported Causes: The deposit currency doesn't match the card's supported currencies Solution: Use a card that supports your deposit currency or select a different payment method.
Duplicate Transactions
Problem: Transaction appears to be a duplicate Causes: Multiple submission of the same deposit request Solution: Check Transaction History for the original request and check your bank, card or wallet. Do not submit another payment while the original is pending or its payment status is unclear. Keep the payment reference for review.
Pending Transactions
Problem: A new deposit request cannot proceed because an existing deposit request is pending Causes: The existing deposit request has not finished Solution: Open the existing request and follow its current status and available actions. Do not pay again to work around it. Cancellation may not be available once processing has started. If the status or available action is unclear, request a review through the signed-in Service Hub.
For account-specific help, sign in to the Client Portal, open Service Hub from the left navigation menu, select Create Ticket, and choose the category and issue that best match your request.