If you have completed a top-up request to add funds to your HeyTrade account, but you still don't see the money available in your account balance, the transaction may be in progress. Depending on the payment method you have used, here we explain in more detail the reasons why top-ups may be delayed:
PSD2 bank connection. These top-ups are faster than SEPA bank transfers but they are not necessarily instantaneous, because when we send the request we are dependent on the authorization from the bank, and sometimes this may take up to 24 hours. If after 24 hours after sending the request, you have not received the funds in your HeyTrade account, please send us the transfer receipt to review the payment.
SEPA wire transfer. It usually takes 24 hours for the money to arrive, or up to 2-3 business days on weekends or holidays. If you do not see the payment after 72 hours, please send us the transfer receipt to check if it is a pending payment.
Credit and debit card. Credit and debit card recharges are immediate. However, sometimes there may be a delay in the connection and delivery may take up to 10 minutes. If this happens, close the app and log in again. If you still do not see the top-up, please contact us by email at support@heytrade.com so we can help you.
We hope you have found this information useful. If you have any questions, please write us through our chat or send us an email to support@heytrade.com. It will be our pleasure to help you! 😊