FAQs

A Vox Money Wallet is a secure budgeting tool which helps you manage your money and takes the stress out of bill payments. Try to think of them as mini accounts alongside your card account which you can only access online or through your mobile app.

A Vox Money Wallet is designed to help you budget more effectively. It has key features which will help you keep your money more secure in order to meet your payment deadlines:

• Money in your Vox Money Wallets is not accessible for card purchases or withdrawals with your Vox Money card.
• If you do not have enough money to cover the charge for a payment on your card account but you have enough money in your Vox Money Wallets we will not automatically transfer money to cover that charge; you are in complete control.

Login online or via the mobile app and select “Add Wallet” located on the green tabs.
You will then need to name your Wallet.

All payments in and out of your Vox Money account are automatically assigned to your main account. Therefore, it is your responsibility to transfer this money to your Vox Money Wallets and to set up payments from your Vox Money Wallets. You can do this online or through your mobile app.

You can transfer money from your card account to your wallet online or via the mobile app. Simply use the ‘Move Money’ function and select which wallet you would like to move money to, and how much.

There are many advantages of Vox Money Wallets:

• They remove the need to have separate bank accounts
• They allow you to be in complete control of your finances
• They allow you to subdivide spending, budgeting and bill payments
• They enable you to allocate each Wallet to a certain form of expenses
• You can personalise your Vox Money Wallets by naming them and selecting a colour scheme
• They help protect your money allocated for bills

No, you are in complete control of how you use your Vox Money Wallets; you can even name them. We recommend that you allocate each Wallet to a certain form of expenses or bill payments. For example:

• One Wallet could be called ‘Rent & Utility bills’ for regular fixed costs and
• One Wallet could be called ‘Food and Fuel’ for costs that vary

There are no credit checks required to apply for Vox Money account, but you will need to be 18 years old or over and a UK resident. Vox Money is an alternative form of account for people who:

• Are missing out on the benefits of banking
• Want to enjoy a flexible transactional account they are in control of
• Have lost trust in their existing bank accounts
• Do not want any unexpected charges
• Want secure and simple budgeting tools

There are no credit checks to use Vox Money*. Vox Money does not exclude people for having an adverse credit history.

A credit rating estimates how well you could cope financially with taking on a loan or more credit. Your rating takes into account how well you have paid back what you have borrowed in the past, looks at your track record for paying bills on time and even looks at whether you are on the electoral roll or not.

Yes, Vox Money provides a Switching Service which can help you move payment arrangements from your old bank to your Vox Money account. For information on how to do this please take a look at How to sign up

No, in order to open and use your Vox Money account you must have access to the internet.

It is very easy to open a Vox Money account Register and follow these simple steps:
Step 1: Please submit your personal details either online or via the Vox App.
Step 2: On successfully submitting these details, you will then be presented with your account information: Sort Code, Account Number and Customer ID.
Step 3: Once you have your account details you can start to use your account straight away. Your Vox Money Visa Debit card will follow within 7-10 working days. If you would like any help along the way explore: Using your account

As soon as you receive your sort code and account number you can have your salary, benefits or other payments paid into your Vox Money account. You will not be able to make purchases and withdrawals until you have:

• Received your Vox Money Visa Debit Card in the post
• Activated (unfrozen) your Card
• Retrieved your Card PIN

Your card will be posted to your registered address within 7-10 working days from the date that you signed up for your Vox Money account.

To log into your Vox Money account you will need the following information:

• Customer ID
• Email Address
• Password

The email and password are supplied by you as part of the application process. Your customer ID will be sent to you via email once you submit your application. Once you have all 3 items you can login to either the website or the mobile app.

Important: You must keep them secret at all times and not reveal them to anyone. If you need to write them down or record them in some way, make sure you always keep them safe and separate from your card, your account and any electronic device.

A Telephone Banking Number is a 4-digit security code that you will create at application. This number may be requested by Customers Services as part of their security questions to help them identify you. It is not your card PIN. Customer Services will NEVER ask you for your card PIN. You must keep your card PIN secret at all times and not reveal it to anyone.

When your card arrives it will need to be unfrozen (activated). Please follow these steps either through the mobile app or on the website.

Mobile App:

1. Log into your account in the Vox Money App
2. On the ‘Summary’ page tap the ‘Manage Card’ button
3. On the Manage Card screen that is shown tap ‘Unfreeze Card’
4. Confirm you want to proceed on the pop dialogue

Your card will now be activated and ready for use.

Steps to get PIN in app
1. Login
2. On Summary tap ‘Manage Card
3. Choose ‘View PIN’

Website:

1. Log into your account on the Vox Money website
2. Click on your balance to open the details page
3. Click on ‘Your Card’ and under ‘Card Status’ change the toggle to ‘Active’

Your card will now be activated and ready for use.

Steps to get PIN in website
1. Login
2. Click Get PIN from the menu
3. Click on the last 4 digits of the card number you want to see the PIN for
4. Enter your password and PIN will be shown to you.

Important: You must keep it secret at all times and not reveal it to anyone. If you need to write it down or record it in some way, make sure you always keep it safe and separate from your card, your account and any electronic device.

Yes, you can manage your Vox Money account online and through a mobile device.
You will need to download our Vox Money Mobile app.
See Vox Money Mobile App and Online Vox Money Account

Using your Vox Money account is easy; it helps you to be in complete control of your finances. Simply follow How to sign up.

You may have one card per person.

You only have 3 attempts to enter your Card PIN. If you incorrectly enter your Card PIN 3 times your Card will be blocked. To unblock your Card please call +44 (0)203 503 0307 (Our Customer Services line is open Mon to Fri 09:00 – 17:30, excluding bank holidays. Calls are charged at your standard network rate. Calls from mobiles may be higher).

You can withdraw cash through ATMs, retailers who provide cash back and bureau de change. There are fees applicable for withdrawing cash at ATMs Worldwide see: Services & Fees.

You can make purchases online and in stores, wherever the Visa Brand Mark is displayed.

3D Secure is an extra layer of protection when using your card online. This involves you having to complete an additional verification step by entering a One Time Passcode or OTP sent to the mobile number registered on your account. Not all transactions will require you to do this but please ensure your mobile number is kept up to date on your account to prevent any problems.

The billing address should be the current address that you registered with us when you signed up for Vox Money.

No, unfortunately this is not possible. All money on your Vox Money account will be in British Pound Sterling.

Padding is an additional buffer put in place to allow variations in exchange rates between the initial authorisation and when the settlement comes through.

In some circumstances we or a merchant may require you to have available funds in excess of the transaction amount. Only the actual amount of the final bill agreed between you and the merchant will be deducted from your Vox Money debit card account.

Within the Vox Money mobile app you can report your card lost or stolen and order a replacement via the ’Manage Card’ section on the Summary screen. Alternatively, get in touch by calling Customer Services on +44(0)203 503 0307 (Our Customer Services line is open Mon to Fri 09:00 – 17:30, excluding bank holidays. Calls are charged at your standard network rate.)

We will cancel your existing card and a replacement card will be issued to you within 7-10 working days. A charge may be applicable see: Services and Fees

When you order a replacement card, your Card PIN and your Login Details which you use when accessing your Vox Money account online or via your mobile app will remain the same.

If your Card is lost or stolen you must get in touch immediately.

Within the Vox Money mobile app, you can report your card lost or stolen and order a replacement via the ’Manage Card’ section on the Summary screen. Alternatively, you can do this by calling Customer Services on +44 (0)203 503 0307 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate).

We will then cancel your card and a replacement card will be issued to you within 7-10 working days. We will carry out investigations into the disputed transactions made with your card.
For more information see: Terms and Conditions

Yes, if you wish to place a temporary block on your card you can do so within the Vox Money mobile app via the ‘Manage Card’ section from the Summary Page. Here you will find the ‘Freeze’ and ’Unfreeze’ options (depending on current card status).

You must treat your Vox Money Visa Debit Card like cash. If it is lost or stolen you may lose some or all of the money held on it, in the same way as if you lost your cash.

As a result, you must keep your card safe and not let anyone else use it. You must also keep your card PIN secret at all times and not reveal it to anyone. We recommend that you regularly check the balance of your card account at ATMs as well as your statements online or via your mobile app, to ensure all transactions are accounted for.

For more information see: Security

When you login to your Vox Money account you will be required to enter your:

• 9-digit Customer ID
• Registered email address
• Your chosen Password

If you are using the Vox Money mobile app you will also set a 6-digit Access Passcode on first login which you can use for future login. If you have a biometric enabled device with face or fingerprint functionality you also have the option to use those to login.

 Yes, you can download your statement as a CSV file. You can also print your statement from your online account by clicking the print icon.

Login to your Vox Money account online and select “Move Money.
You can select the amount and date of the transfer.

The payments you can make with your online Vox Money account are:
1. One-off or regular Faster Payments, Direct Debits and Standing Orders.
2. One off Payments and regular scheduled Payments from your Wallets

A Payee is a person or company that you want to pay. Any Payees that you add to your Vox Money account will be automatically saved.

Login to your Vox Money account online and click on “Payments” Select the existing payee from the “To” list. You can then select the amount, date and frequency of the payment.

Yes, you can view individual balances for your card account and your Vox Money Wallets online. You can also search and view up to 6 years of transactions which will be in date order.

You can make faster payments from your account 24 hours a day, 7 days a week.
Please note: At times we may need to do system maintenance, during these times you may not be able to make payments, but we will always inform you beforehand.

Security guidelines on how you can protect yourself and what we are doing to protect you can be found at: Security

You can download our mobile app for free via iTunes App Store or Google Play™ App store.

On first login you will need your:

• 9-digit Customer ID
• Registered email address
• Your chosen Password
• You will then set a 6-digit Access Passcode on first login which you can use for future login.
• If you have a biometric enabled device with face or fingerprint functionality you also have the option to use those to login.

All you will need to login to your Vox Money mobile app is your six-digit Access Passcode.
You will get 5 attempts to enter your Access Passcode correctly. After this you will be asked to reset your Access Passcode.

You can only Move Money between you card account and your wallets via the mobile app.

Login to your Vox Money mobile app using your 6-digit Access Passcode and select ‘Move Money’. You can then select “From” and “to, the value you wish to transfer and the date.

Yes, you can view individual balances for your card account and your Vox Money Wallets via your mobile app. You can also search and view up to 6 years of transactions which will be in date order.

Yes, all payments made using your mobile app can also be viewed online and processed as necessary.

Vox Money use advanced technologies to make sure your finances are safe and secure when using your Vox Money account via your mobile app. For more information see: Security

No, the company where you downloaded your app and Vox Money can neither save nor store your personal data.

Security guidelines for your mobile app can be found at: Security

You can still manage your Vox Money account abroad by accessing it online or via your mobile app. You can also use your Vox Money Visa Debit Card anywhere in the world where the Visa Brand Mark is displayed.

 However, there is a cross currency charge applied where the transaction is performed in a different currency from your card. For the fees of using your card abroad see: Services & Fees

You can view your card account balance at most ATMs however some ATMs, especially abroad do not display account balances. Alternatively, you can view all of your balances online and through your mobile app at any time.

No, there is no need to tell us when you are going abroad.

There are many ways you can get in touch, visit our Contact Us page. Please be aware that calls from abroad may vary. You will need to contact your service provider to find out.

You can transfer money between your card account and your Vox Money Wallets. You can set up one off singular transfers or regular scheduled payments. To do this login to your Vox Money account online or through your mobile app and click on ‘Move Money’.

The money will be available immediately.

The money will be available immediately.

The money will be available immediately.

Different rules apply for different transfers:

Card Account
Single instant transfers to Wallets cannot be cancelled. Scheduled single or regular transfers to Wallets can be cancelled up until 23:00 the day before the transfer is due.

Wallets
Single instant transfers to card account cannot be cancelled. Scheduled single or regular transfers to Wallets can be cancelled up until 23:00 the day before the transfer is due. Transfers from Wallet to Wallet cannot be cancelled as these transfers happen immediately.

Anyone who has your Account Number and Sort Code can pay money into your Vox Money account.

Please note, although your Vox Money card usage is permitted with gambling merchants, your account is not currently set up to accept direct payments from gambling websites or accounts to your card. Third-party payments can only be processed via BACS credit or Faster Payment. We are currently working to allow this type of payment receipt and this should be available in the near future. Please ensure you make alternative arrangements to have payouts made into your Vox Money account.

You can pay money into your Vox Money account through having your salary, benefits or other payments sent directly to your Vox Money account from a UK Bank account by anyone who has your account details. This must be set up by the organisation or individual responsible for paying it in. All you need to do is give them your details. Please note that we can only accept payments via BACS or Faster Payment, we are unable to accept CHAPS payments.

Important: You can only pay money into your Vox Money account with British Pound Sterling.

All of your payments in go directly onto your card account, they will never automatically go into your Vox Money Wallets. If you would like to, you can transfer this money to your Vox Money Wallets by making one off or regular transfers.

The money will be available at the time or date determined by the organisation or individual who has paid the money into your account.

Yes, they do have separate balances. You can have 5 Vox Money Wallets which means that you may have 6 balances overall:

• Card account balance
• Vox Money Wallet 1 balance
• Vox Money Wallet 2 balance, etc.

You can view your card account balance at most ATMs however some ATMs, especially abroad do not display account balances. Alternatively, you can view all of your balances online and through your mobile app at any time.

You can view and search your transactions from up to 6 years ago.

To help the environment we do not provide paper statements. However, you can view your balance and transaction history online or through your mobile app or download a copy through our website.

Direct Debit is a simple, safe and convenient way to manage your household bills or make regular or occasional payments from your account. You agree with the organisation the amount to be collected and the regular date of payment. From then on, the amount will be deducted from your account as agreed.

Important: If the organisation you are paying by Direct Debit needs to change the amount or collection date, they must notify you first.

You can complete a Direct Debit instruction, obtained from the organisation you wish to pay. With some organisations, you can set up Direct Debits over the telephone or via the internet. The organisation will then forward your instructions onto Vox Money and we will authorise them to allow payments to be collected from your account to them.

If you want to cancel a Direct Debit you should always contact the originator, i.e. the organisation or individual who you are paying by Direct Debit and tell them to cancel it for you.
Please note- We advise you give the originator as much notice as possible before the date you are due to be debited.

• You can stop a Direct Debit being processed up until 23.00hrs the day before it is due by logging into your Vox Money account online. Just click on “Direct Debits” and select “cancel” which is located to the right of any direct debits you have on your Vox Money account.

Paying your bills by Direct Debit ensures you won’t forget to pay a bill on time, and they are usually the cheapest way to pay your utility bills. Most utility providers usually offer a discount to monthly Direct Debit customers, as their accounts are easier to manage.

There is no overdraft facility available with Vox Money which means you will not get charged interest rates or be able to borrow money.

Yes, if you have 2 separate direct debit mandates from the same supplier then you can assign them to separate wallets.

If you do not have enough money in your Vox Money account the day before a Direct Debit is to be paid we will email you and you will have until 1pm that day to pay money into the account you assigned that Direct Debit to (either your card account or your Vox Money Wallets).

Remember: Direct Debits are not usually collected on weekends or Bank Holidays

There is a fee of £1.00 for failed Direct Debits. If a Direct Debit payment is due and your account has insufficient money available to cover the full payment the Direct Debit payment will be declined.

You can set up as many Direct Debits as you require from your card account and your Vox Money Wallets.

If you would like to change which account your Direct Debit is assigned to you will need to select “My Direct Debits” and click on the dropdown arrow at the side of the Direct Debit. This will display any Wallets you have.
Remember: You can reassign a direct debit until 22.00hrs the day before it is due to go out.

Yes, when you login to your Vox Money account you will receive a notification to confirm when your Direct Debit has been successfully set up from your Vox Money account.

Vox Money can do this for you on receipt of a completed Vox Money Switch Agreement. To find out how to do this please see Switching from Your Existing Bank Account
Alternatively, if you would like to do this yourself then you need to contact the organisation or individual you would like to pay by Direct Debit and provide them with your new Account Number and Sort Code and they will do the rest. Once we have details of the Direct Debit you can then assign the Direct Debit to your card account or one of your Vox Money Wallets.

Under the rules of the Direct Debit Scheme the organisation you are paying is responsible for checking all the information contained on your Direct Debit Instruction and confirming that they have sufficient identification. If we have any reason to doubt the authenticity, we may request a copy of the Direct Debit Instruction from the organisation you are paying.

Faster Payments is the only UK payment system available day and night, 365 days per year. Once sent, these payments are usually received within two hours and can be sent 24 hours a day, 7 days a week.

Scheduled Faster Payments are individual, one-off payments set up to be made at a particular future date. For example, some people will arrange to pay all of their bills by regular scheduled faster payments.

You can choose to send a one-off or regular Faster Payment from your card account by logging into your Vox Money account online and selecting ‘Payments’. Select either your card account or a Wallet from the dropdown options. You will then need to enter the person, or organisations account details. It is important that you ensure the correct instructions are entered, as payments are directed by Sort Code and Account Number.

Unlike BACS, payments to the incorrect destination cannot be recalled. Incorrect sort code and account number details may also result in your payment not being processed.

Faster Payments are efficient, secure and convenient. You can make a payment within hours at the touch of a button. If you are looking for quick, reliable electronic payments you should try Faster Payments.

The maximum amount you can send using Faster Payments is £5,000 per day.
See Services & Fees

Once an instant Faster Payment has been sent it cannot be amended or cancelled. However, you can amend or cancel a Scheduled single or regular Faster Payment up until 23:00 the day before the payment is scheduled to be paid.

The central Faster Payments system is only accessible to banks and building societies that meet strict requirements for the security of their own IT systems and processes. All payments sent via Faster Payments are subject to strong legal protection to ensure that innocent victims of fraud are protected from losses*.
*fasterpayments.org.uk/consumers/benefits-faster-payments

Faster Payments should go through 2 hours* after you have sent them- however they can take anywhere up to 2 days. It is dependent on several factors, including the bank in which you are sending or receiving a faster payment to/from. Remember: The earliest a scheduled Faster Payment can be sent is the following day.

The payment alerts which Vox Money offers are:
1. New Payee Added
2. Direct Debit Paid
3. Direct Debit Failed
4. New Direct Debit Added
5. Warning Upcoming Direct Debit
6. Scheduled Payment Paid
7. Scheduled Payment Failed
8. Money Paid In
9. Warning Pending Charge

Online payment alerts are automatically set up with your Vox Money account. You will receive these via:

• Email
• Text (SMS)*
• Your Vox Money Mobile App

*There is a cost associated with this payment alert see – Services and Fees

The Vox Money Rewards Programme* offers you the ability to get real Cash Back into your Vox Money account by using your Vox Money Visa Debit Card at participating retailers. You can get 3 – 13% Cash Back from a range of retailers. * Rewards Terms and Conditions apply.

You will pay for your goods at the participating retailers and based on the value of the goods bought throughout the month a Rewards payment will be made to your account the following month. You will get one payment per month which will be a total of all Cash Back from your purchases at participating retailers from the previous month.

Because we want you to see the benefits of using Vox Money, you can see how much you save from our Rewards Programme by logging on to your Vox Money account online or through your mobile app and viewing your Account Overview.

No, your previous months rewards will appear as one lump sum on the 1st of every month. You can view the sum you receive on your account overview, when logged into your Vox Money account online.

We intend to give our customers a wide-ranging Rewards Programme so that you can enjoy shopping at your favourite retailers and receive Cash Back. To see the percentage of Cash Back our Vox Money customers receive click Cashback and Rewards >>>

Yes, there are paying in limits, usage limits and a maximum balance that you can hold on your Vox Money account. Please see the Usage Limits table below.

VALUE OF MAXIMUM BALANCE
Maximum Balance on Account	£7,500
VALUE OF FASTER PAYMENTS AND DIRECT PAYMENTS
Per Day	£5,000
Per Month	£10,000
Per Year	£60,000
VALUE OF PAYING IN LIMITS
Per Day	£5,000
Per Month	£10,000
Per Year	£60,000
NUMBER OF PAYING IN TRANSACTIONS
Per Day	10
Per Month	30
Per Year	360
VALUE OF CARD PURCHASES
Per Day	£5,000
Per Month	£7,000
Per Year	£84,000
NUMBER OF CARD PURCHASES
Per Day	20
VALUE OF ATM WITHDRAWALS
Per Day	£500
Per Month	£7,000
Per Year	£80,000
NUMBER OF ATM WITHDRAWALS
Per Day	3

To use Vox Money there is a £5.00 fee per month. Some of the other features and benefits of Vox Money may have fees and Rewards.
To view ALL costs for Vox Money, see: Services & Fees.

You will also receive by email a ‘Statement of Fees’ annually at the start of the Calendar year which will inform you of all fees incurred over the previous year.

All costs will be deducted from your card account. We will never take any costs from your Vox Money Wallets.

Don’t worry it is quick and easy to set up a new one! You can do it anytime, online and using the website.
To do this, simply go to the Login page of your account. You will need to insert your Customer ID and then there will be an option to click Need Help logging in? You will need to enter your following details:

• Registered email address

Once you have successfully submitted these details you will be asked to create a new personal Password.

Remember: Passwords must be a minimum of 8 characters and contain at least an uppercase letter and a lowercase letter and at least a single number.

Don’t worry your Customer ID is displayed within the secure pages of your account both online and via the app, it will have also been emailed to you at account opening. However, if you are still unable to locate then please contact Customer Services.

Remember: It is important that you always let us know when you have changed your email address. You can do this by clicking on Users when you are logged in to your Vox Money account.

You can retrieve your card PIN anytime in the mobile app or website as follows:

Steps to get PIN in app
1. Login
2. On Summary tap ‘Manage Card
3. Choose ‘View PIN’

Steps to get PIN in website
1. Login
2. Click Get PIN from the menu
3. Click on the last 4 digits of the card number you want to see the PIN for
4. Enter your password and PIN will be shown to you.

You can change your Card PIN to something more memorable at most ATM machines. You just need to have your Vox Money card available and enter your existing Card PIN.

You can change these details by logging on to your Vox Money account “online (using the “Users” tab) or via the mobile app (tapping on the More icon) where there will be an option to view and change them.

*Please note, you cannot change your email address within the first three months of opening your Vox Money account.

You can do this by contacting Customer Services – you will have to send proof of change in address, or name.
Remember: You will not be able to update and/or modify your name or address within 3 months of opening the account and your personal details can only be changed twice a year (for security reasons). If you require changes within this three-month window, or more than two changes a year please call Customer Services on +44 (0)203 503 0307. (Our Customer Services line is open Mon to Fri 09:00 – 17:30, excluding bank holidays. Calls are charged at your standard network rate).

If you need help, explore our website at where you will find an extensive range of advice and support.

You could also try using the Search Bar at the top of our Frequently Asked Questions. If you still can’t find the answer you’re looking for then please visit our Contact page for details on how to get in touch.

If you have a complaint let us know and we will do all we can to help you. Get in touch by calling us, letting us know online or writing to us. For more details please visit: Contact Us

If you have not heard back from us after 48 hours it may have been because your email was lost along the way. We are sorry for any inconvenience that may have been caused.
Please contact Customer Services on +44 (0)0203 503 0307 (Our Customer Services line is open Mon to Fri 09:00 – 17:30, excluding bank holidays. Calls are charged at your standard network rate). We will do all we can to help you with your query.

Our Customer Service Line is open Mon to Fri 09:00 – 17:30, excluding bank holidays. Calls are charged at your standard network rate. To get in touch call +44 (0)203 503 0307

You can block your Vox Money Visa Debit Card from your app and online at www.voxmoney.co.uk or by calling Customer Services on +44 (0)203 503 0307 (Our Customer Services line is open Mon to Fri 09:00 – 17:30, excluding bank holidays. Calls are charged at your standard network rate).

When your card is frozen (blocked) you cannot carry out any withdrawals or purchases with your card. However, you can still access your account online and any Direct Debits or Faster Payments will still be made.

You can close your Vox Money account by emailing [email protected].

If you are moving to another account, we recommend that you transfer any money out of your Vox Money account electronically, using Faster Payment or if you have requested your new bank to switch your balance then this will be done automatically on their/your instruction.
If you have not arranged to transfer any unused money to another Vox Money account, we will arrange for the money to be transferred to your new account. For more information see Terms and Conditions >>>

Consumer protection rights apply to purchases made online and on the high street. If you have problems with an online purchase or retailer please visit www.gov.uk/consumer-protection-rights or Citizens Advice at www.citizensadvice.org.uk/consumer

Each retail store has its own return policies and will handle the returns in the same manner as any other Visa transaction. They may credit your Vox Money Visa Debit card, provide a cash refund or provide store credit. Please contact the retail store where you purchased the item to find out their return policy.

The Vox Money Visa Debit Card is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. Your money is protected under FCA rules through a process known as safeguarding, these rules are designed to ensure that if an e-money institution fails, your funds are protected. (Please see the section below ‘How your money is protected’ for further information).

If you believe any fraudulent activity has occurred on your Vox Money account please notify us immediately by calling Customer Services on +44 (0)203 503 0307 and forwarding the email onto: [email protected]. You should also change your online Password and app Access Passcode immediately.
For more details on what we do and what you can do to prevent any fraudulent activity on your Vox Money account see Security.

If you do not recognise your transactions or you believe there could be fraudulent activity on your account please get in touch by calling Customer Services on +44 (0)203 503 0307 (Our Customer Services line is open Mon to Fri 09:00 – 17:30, excluding bank holidays. Calls are charged at your standard network rate).

Because we know how important security is for account holders, we will tell you how secure we think your password is by letting you know whether it is:

Too Short

Medium

Good

Excellent

To create a secure password, it will need to be a minimum of 8 characters, contain at least an uppercase letter and a lowercase letter and at least a single number.
For security reasons, you will only be able to open a Vox Money account with a Good or Excellent strength password.