Card top-ups
Funds arrive in your wallet immediately. If you cannot see them, refresh the page and they should appear.
If they are 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 / Faster Payments - within 24 hours
BACS - up to 5 working days
If the expected time has passed and your wallet has not 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 cannot match the payment to the right organisation.
Email support@huggg.me with the date, amount and your HG reference number and we will 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.