Why has my deposit failed?

• The payment was rejected by your bank

This can usually be resolved by contacting your bank or card issuer. 

• The online payment failed

If you think the payment was successful but can’t see the funds on your account after a few minutes, it’s likely that the online payment failed. Clear your cookies and cache through your web browser’s settings, log back in and try again. If you’re using the mobile app, we suggest reinstalling or updating your app then trying again. In some cases, your bank might contact you to verify a payment before the transaction is authorised.  
 

• The names on your IG profile and bank account don’t match

For security reasons, your chosen card must be in the same name as the one you have on your account with us. We don’t accept payments from third parties or corporate cards, even if the card is in your name. If you’re a corporate account holder, you’ll need to fund your account via bank transfer. 

• The addresses on your IG profile and bank account don’t match

Make sure the address (including your post code) on your account with us matches the one registered with your bank. In this case, your payment to us will bounce. Please contact your bank if you see a charge on your account after an address mismatch. Your balance should be corrected within a few business days.  

• We can’t accept your card

We can’t accept any deposits from American Express cards or certain jurisdictions (like the US) and would recommend using a different card or payment method. 

If your transferred funds aren’t reflecting into the relevant account after three business days, you can resolve the issue in these ways: 

• The payment was rejected or recalled by your bank

We might need to return funds to your bank upon their request. This can usually be resolved by contacting your bank.

• The names on your bank account and IG profile don’t match, or you used a corporate bank account

For security reasons, we can only accept payments made from a bank account registered in the same name you have in your account with us. We don’t accept deposits from third parties or corporate bank accounts for personal IG accounts, even if you’re the corporate account holder/owner. Similarly, we won’t accept deposits from a personal bank account for funding IG corporate accounts.

• Your BPAY reference number wasn’t used as your payment reference

If you didn’t include your BPAY reference number as your payment reference, we’ll require a proof of payment to allocate the funds to your IG account. Find the steps needed to properly make a bank transfer deposit here.

• Your online payment failed

If you think a payment was successful but the funds haven’t reflected in your account after a few minutes, it’s likely that the online payment didn’t go through. To resolve this issue, try clearing your cookies and cache, logging back in and attempting the payment again. 

• The names on your PayPal account and IG profile don’t match

For security reasons, the name on your chosen PayPal account must match the name on your account with us. We don’t accept payments from third parties or corporate PayPal accounts, even if the account is in your name. If you have a corporate account, you’ll need to fund your account via bank transfer.

• The addresses on your IG profile and bank account don’t match

Make sure that the address on your profile matches the address registered with your PayPal account. If you need to update your address with us, log in to My IG, go to the 'settings' tab and select 'personal details'.