How long your top-up takes depends on how you pay. Card top-ups arrive immediately. Bank transfers take up to 24 hours by Faster Payments, or up to 5 working days by BACS.
Card top-ups
Money arrives in your wallet immediately. If you can't see it, refresh the page and it should appear.
If it's still not showing, email support@huggg.me with the date and amount of the transaction, and a screenshot or bank statement showing the debit from your account.
Bank transfers
Timing depends on the transfer type:
CHAPS or Faster Payments: within 24 hours
BACS: up to 5 working days
If the expected time has passed and your wallet hasn't been topped up, the most common reason is a missing or incorrect HG reference number. This is the unique reference we use to identify your account. Without it, we can't match the payment to the right organisation.
Email support@huggg.me with the date, amount, and your HG reference number, and we'll investigate.
Where do I find my HG reference number?
Your HG reference number is shown next to your balance in the left-hand sidebar. It begins with HG-. Always include it as the payment reference when making a bank transfer.
Still need help?
Email us at support@huggg.me and we'll do our best to assist.