Why have I encountered a problem with my withdrawal?

We'll normally return money in the same method and to the same place we received it from. For example, if you have made a deposit using a card, we would ask you to send your funds to the same card.

We may consider a suitable alternative at our absolute discretion.

When we receive a BPAY, EFT, bank transfer or card payment from you, we often don’t receive the bank account details from which the deposit came.

Because of this, we sometimes require you verify your source of funds by providing a statement so we can securely return the funds to an account in your name.

A few examples

• if you have deposited by BPAY, EFT or bank transfer, we might need to verify your payment before returning your funds
• if you have deposited by card, we might need to verify your card payment before returning your funds to the linked bank account
• if you have used several cards to deposit, we recommend you verify all card payments so we can refund a higher amount than initially deposited to these cards. This means we might need to verify a A$300 payment from card A and A$400 from card B before returning A$700 to card A. Alternatively, you can return A$300 to card A and A$400 to card B without verification
• if you have funded your account with a now expired card, we would need to verify the payment from that cardbefore returning your funds to different card or the linked bank account. If your card no longer shows in our 'verification' segment, you may upload your statement as a 'bank deposit'

If you have recently added a new bank account, we’ll need to ensure we’re returning your funds to a bank account held in your name. Please verify your new receiving bank account before requesting a withdrawal.

If your card withdrawal instantly gets rejected, it’s likely a blocker from the card provider prevents us from returning funds to the card. We’d recommend verifying your initial card payment to us and requesting a withdrawal to the linked bank account.

If we're unable to process your withdrawal due to invalid bank details, please check your bank details in your My IG dashboard under 'live accounts', then select 'card/bank details'; or on the mobile app under 'account' in the bottom right of the app, select 'withdraw funds', and then 'cards & accounts'.

When selling equities on a share trading account, there’s a 2 to 3 day settlement period before your funds become available to withdraw. You can find more information on this here.