If you've sent a bank transfer to top up your wallet and the money hasn't appeared yet, the steps below will help you check what's happening.
How long should it take?
Faster Payments reach your wallet within 24 hours on a working day. BACS transfers can take up to 5 working days. Transfers sent outside working hours or at 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 start the top-up, and under your balance. This is called the HG-reference, and it should be included as your payment reference. It works like an account number and tells us where to add your money.
Check the reference matches exactly what was shown on the top-up screen or 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 your money still hasn't arrived after 24 hours for Faster Payments, or 5 working days for BACS, 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.
Still need help?
Email us at support@huggg.me and we'll do our best to assist.