1. My deposit hasn’t appeared in my account - what should I do?
Deposits can take up to 1-2 working days to appear, depending on your bank and the payment method used.
Here’s what to check:
- Bank processing times - most faster payments arrive the same day, but some may take longer.
- Correct reference - make sure you used the right payment reference, shown in your InvestEngine app/account.
- Business days - deposits made on weekends or bank holidays will be processed on the next working day.
If it’s been longer than 2 working days, contact our support team with your payment details.
2. My portfolio value hasn’t updated - is something wrong?
Portfolio values update once per day, usually in the evening, based on the latest ETF prices.
If changes don’t appear right away:
- It’s likely a timing delay. Check again later in the day.
- ETFs traded on US or global markets may update later due to time zone differences.
If values still haven’t updated by the following day, please reach out to support.
3. I changed my portfolio, but the new investments aren’t showing.
This can happen for a few reasons:
- Rebalancing or switching ETFs may take 1-2 business days to fully process.
- For DIY portfolios, buying/selling is not instant – orders are placed once per day (typically around midday).
Check the status of your changes under the ‘Activity’ or ‘Transactions’ tab for more detail.
4. My withdrawal is taking longer than expected – what’s the delay?
Withdrawals generally take 1-2 business days to reach your bank account.
If:
- You made the request on a weekend or holiday, it will be processed on the next working day.
- Your investments had to be sold first, that sale must settle (usually within 1 business day) before the cash is sent.
Check your transaction history for withdrawal status, and contact support if it’s been more than 3 working days.
5. I’ve updated my personal details but they haven’t changed in the app.
Profile updates such as email, address, or bank details may take a short time to reflect in your account.
- Some changes may require manual verification or additional documentation.
- You’ll receive an email if we need anything further to complete the update.
If your changes haven’t gone through after 1 business day, please get in touch.
6. Why can’t I buy or sell an ETF right away?
InvestEngine processes ETF orders once per trading day, not in real-time. This helps keep costs low.
- Orders placed before the daily cut-off (usually around midday) will be executed the same day.
- Orders after the cut-off are processed the next trading day.
You’ll see your order’s estimated execution date in the order summary.
If you need help with anything not listed here, our support team is happy to assist via in-app chat or email.