If you've sent a bank transfer to top up your wallet and the funds haven't appeared yet, the steps below will help you check what's happening. Most issues are caused by a missing or incorrect payment reference.
How long should it take?
Most UK bank transfers (Faster Payments) arrive in your wallet within 24 hours on a working day. BACS transfers can take up to 3 working days. Transfers sent outside of working hours or on weekends may not be processed until the next working day.
For full details on transfer timings, see: How long does a bank transfer take to arrive?
Check the payment reference
The most common reason a transfer doesn't appear is a missing or incorrect payment reference. Each top-up is matched to your account using the unique reference shown when you started the top-up or under your balance. We call this the HG-reference and should be included as the payment reference. It's like an account number and lets us know where to add the funds.
Things to check:
The reference matches exactly what was shown on the top-up screen/under your balance in the left-hand menu, including any letters or numbers
Check the amount and account details
Confirm with your finance team or bank statement that:
The transfer was sent to the correct sort code and account number shown on the top-up screen
The payment has cleared from your sending account
If the transfer is still missing
If more than 3 working days for BACS or 24 hours for faster payments and the funds haven't arrived, email us at support@huggg.me with:
The date the transfer was sent
The amount
The payment reference used
The name of the sending account
A screenshot or PDF of the transfer confirmation from your bank speeds things up significantly.
Need help?
If you're not sure whether your transfer has been received, email us at support@huggg.me with the details above and we'll investigate.