Frequently asked questions

What is Vox Money?

Vox Money is a digital account with a Visa Debit card and a dedicated sort code and account number. It offers innovative budgeting tools to make it easier for you to manage your money.

See: FAQ What do I get with Vox Money?
See: Using your Account

What do I get with Vox Money?

Vox Money offers all these features and benefits:
• Visa Debit card
• Full transactional capability including faster payments, direct debits and BACS credits
• Budget for the future with dedicated Vox Money Wallets
• Fully responsive online and mobile account management
• Pay your bills and track transactions online
• Manage your monthly payments in and out
• Transparent costs
• Clear and transparent communication on your payments
• No overdraft or credit facility
• No credit checks*
• Cashback & Rewards with major high street retailers
*All users must be over 18, subject to customer due diligence and other verification checks.

 

Is the Vox Money Visa Debit card contactless?

Yes, the card you receive will be contactless.

How does Vox Money work?

Vox Money has two main features rolled under one account:
• Your Vox Money account includes a main account which you can access with your card when withdrawing cash and making card purchases, and which you can manage online or through the mobile app.
• Your Vox Money Account also has Account Wallets which are budgeting tools. Try to think of them as mini accounts alongside your card account that you can only manage online or through your mobile app.

Can I use Vox Money as my main transactional account?

Yes, Vox Money simplifies your finances allowing you to have all of your financial needs and demands met in one transactional account.

How is Vox Money similar to a bank account?

Vox Money is an e-money account and not a bank account see FAQ ‘How is Vox Money different to a bank account?’ for details. The account offers similar payment functionalities as bank account, such as:
• Direct debit, faster payments and BACS credits
• Vox Money is a Visa Debit Chip and PIN card which can be used in store, online and at ATMs worldwide*.
• You have your own sort code and account number
• You can access and manage your account online and via the mobile app
• Secure login and registration
*Charges will apply at ATM machines worldwide. See: Services & Fees
Some ATM operators may charge an additional ATM withdrawal fee or set their own withdrawal limits.

How is Vox Money different to a bank account?

Vox Money is different to a bank account because:
• The Vox Money account and 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)
• You can only spend the money you have available in your Vox Money Account
• There is no overdraft facility which means you will not get charged interest rates or be able to borrow money
• Instead of setting up numerous bank accounts, your Vox Money Account has secure Wallets which assist in categorising your payments and budgeting
• We’ll send you automatic alerts if you miss a payment or have an unpaid direct debit.
• We offer a Rewards programme which allows you to receive Cashback when you shop at selected retailers
• There are no branches associated to Vox Money but you can easily reach us: Contact Us. We do have a Partner Network ,you can find you nearest Partner by using our handy postcode look-up tool.
• We do not offer international transfers
• Unfortunately, it is not possible to pay in cheques

I applied for an account but I am being asked to submit documents, why?

To apply for a Vox Money account, we need to verify your identity. We do this electronically through the application process. Occasionally we may need to ask for additional documentation so that we can confirm your identity.

What documents can I upload?

For a full list of acceptable documents please see the ‘Proving your identity’ help page.

How do I upload documents to open an account?

If you are asked to upload documents at the end of the application, please follow the on-screen instructions and upload your documents. If you do not have the necessary documents to hand, you can upload documents using the link that we sent to your email when you finished the application (just in case, check your spam email).

Are there any fees for a Vox Money account?

There are some fees associated with the running of your account, all fees can be found on our dedicated fees webpage. We regularly review our fees to make sure we are being fair and competitive.

Will opening a Vox Money account affect my credit rating?

Opening a Vox Money account does not trigger a credit check so should not affect your credit rating.

What is a Vox Money Wallet?

A Vox Money Wallet is a 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 the mobile app.

How does a Vox Money Wallet work?

A Vox Money Wallet is designed to help you budget more effectively. It has key features which will help you ring-fence your money 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 .

How do I create a Wallet?

Login online or via the mobile app and select “Add Wallet”. .
You will then need to name your Wallet. You will also have the option to choose a colour and icon to personalise each wallet.

How do I use a Vox Money 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, you can do this online or via the mobile app, on an individual transfer basis or you could set up scheduled payments to move money to your wallets automatically.

How do I transfer money to my wallet?

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

What are the advantages of Vox Money Wallets?

There are many advantages of Vox Money Wallets:
• They remove the need to have separate 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 you are also able to select a colour scheme and icon
• They help ring-fence your money allocated for bills

Do my Vox Money Wallets have to be used for certain payments?

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

Who can apply for Vox Money?

There are no credit checks required to apply for a Vox Money account, but you will need to be 18 years old or over, a UK resident and pass our verification checks. Vox Money is an alternative form of account for people who:
• Are missing out on the benefits of digital accounts
• Want to enjoy a flexible transactional account they are in control of
• Have lost trust in their existing accounts
• Do not want any unexpected charges
• Want simple budgeting tools

Are there credit checks to use Vox Money?

There are no credit checks to use Vox Money. Vox Money does not exclude people for having an adverse credit history.
All users must be over 18, subject to customer due diligence and other verification checks.

What is a credit rating?

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.

Can I switch from my existing bank account to Vox Money?

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 contact [email protected]

Can I use a Vox Money account without access to the internet?

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

How do I open a Vox Money account?

Vox Money is exclusively available to Credit Union members and our selected Vox Money partnerships. To find out if your closest Vox Money partner local credit union is signed up to Vox Money use our handy postcode look-up.
It is then very easy to open a Vox Money account just follow these simple steps:
Step 1: Visit your local Vox Money partner website
Step 2: Locate the Vox Money ‘Apply Now’ banner to access the application.
Step 3: Complete the application and submit online.
Step 4: On successfully completing the application, you will then be presented with your account information: sort code, account number and customer ID.
Step 5: 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

When can I start using my Vox Money 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 card purchases and cash withdrawals until you have:
• Received your Vox Money Visa Debit Card in the post
• Activated (unfrozen) your Card
• Retrieved your Card PIN

How long will it take for my Vox Money card to arrive in the post?

Once you have been approved for a Vox Money account your card will be posted to your registered address within 7-10 working days.

How do I login to my Vox Money account?

To log into your Vox Money account you will need the following information:
• Customer ID
• Email Address
• Password
Your customer ID will be sent to you via email once you submit your application and the email address is the email you used to sign-up. If you are logging in for the first time a temporary password will have been sent to you via email, you will be prompted to change this when you first log in.  Once you have all 3 items you can login to either the website or the mobile app.
Important: You must commit to memory and keep them secret at all times, and do not reveal them to anyone.

What is a 4-digit Telephone Banking Number?

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.

How do I unfreeze my card and retrieve my card PIN for my Vox Money account?

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. Open the Vox Money app and login
2. Tap the ‘Manage Account’ button
3. Tap ‘Unfreeze Card’

Steps to get PIN via the app
1. Open the Vox Money app and login
2. Tap ‘Manage Account’
3. Choose ‘View PIN’

Website:
1. Log into your account on the Vox Money website
2. Click on ‘Manage Card’
3. Click ‘unfreeze card’
Your card will now be ready for use.

Steps to get PIN on website
1. Login
2. Click on ‘Manage Card’
3. Click on ‘View PIN’

Important: You must keep it secret at all times and not reveal it to anyone.

Can I use my Vox Money account online and via the Mobile App?

Yes, you can manage your Vox Money account online and through a mobile device.
You will first need to download the Vox Money Mobile app from either the Google Play Store or Apple App Store onto your mobile device.
See ‘Vox Money Mobile App’ and ‘Online Vox Money account’

How do I use my Vox Money account?

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

How many cards can I have for my Vox Money account?

You may have one card per person.

Where can I use my Vox Money Visa Debit card?

It can be used at most places where the Visa Brand Mark is displayed. If using the card overseas we charge you additional fees please refer to Services & Fees.

How many card PIN tries do I have when withdrawing cash or making card purchases over the counter?

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 contact us.

How can I withdraw cash using my Vox Money Debit card?

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.

Can I make purchases using my Vox Money Visa Debit card?

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

What is 3D Secure and how does it work?

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. To learn how to update your mobile number see FAQ ‘How do I update my personal details?’.

What billing address should I give when I purchase goods?

The billing address should be the current address that you registered with us when you signed up for Vox Money. If you have changed your address please refer to FAQ ‘How to update my personal details?’.

Can I have a Vox Money Visa Debit card in different currencies?

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

What is padding?

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.

How do I order a replacement Vox Money Visa Debit card?

Within the Vox Money mobile app you can report your card lost or stolen and order a replacement via ’Manage Account’ and by desktop via the ‘Manage Card’ button. Alternatively, get in touch by calling Customer Services. 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 will remain the same.

What do I do if my card is lost or stolen?

If your card is lost or stolen you must get in touch immediately, if you are unable to get in touch immediately by phone you must place a block on your card. You can do this online or on the mobile app via Manage Card/Account section on the Summary Page, here you can ‘Freeze’ your card which will block anyone from being able to use it.

Can I apply a temporary block on card transactions?

Yes, if you wish to place a temporary block on your card you can do so online or on the Vox Money mobile app via the ‘Manage Card/Account’ section on the Summary Page. Here you will find the ‘Freeze’ and ’Unfreeze’ options.

How can I keep my card secure?

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 the mobile app, to ensure all transactions are accounted for.
For more information see: Security

Is the Vox Money Visa Debit card contactless?

Yes, the card you receive will be contactless. Before you can make your first contactless transaction you will be required to make a chip & PIN transaction to activate the contactless functionality.

How do I activate my card?

We put a freeze on all cards before posting for added security. It’s easy to unblock. From the mobile app simply tap ‘Summary’ and ‘Manage Account’ then ‘Unfreeze Card’ or from desktop click ‘Manage Card’ and then ‘Unfreeze Card’.

How long is my card valid for?

Your card will be valid for 3 years from the issue date. The expiry date can be found on the back of your card.

What are the limits on my card?

For a full list of limits applicable to your card see our Services and Fees webpage.

What to do if you don’t recognise a transaction on your card?

If you do not recognise a transaction on your card please contact us as soon as you realise so we can investigate for you. If you’re worried that someone unauthorised is using your card you can freeze your card immediately either online or via app.

What do I need when logging onto my Online Vox Money account?

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.

Can I save my online statements?

 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.

How can I make a wallet transfer?

Login to your Vox Money account online and select ‘Make a single payment’ via the quick actions menu. You can also make a wallet transfer via the App by selecting ’Move Money’. You can then select the amount and date of the transfer.

Which payments can I make online?

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

What is a Payee?

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.

How can I send a payment to an existing payee?

Login to your Vox Money account online and select ‘Make a single payment’ via the ‘Quick Actions’ menu, a pop-up box will then appear where you will be able to select existing payees from the dropdown box. You can then select the amount, date and frequency of the payment.

Can I review my transactions and balance online?

Yes, you can view and download previous transactions and individual balances for your card account and your Vox Money Wallets online.

When can I make a payment?

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.

What security regulations do I need to observe to protect my Vox Money account?

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

How do I download the Mobile App?

You can download our mobile app for free via Apple App Store or Google Play Store.

What do I need when logging into my Vox Money Mobile App for the first time?

On first login you will need your:
• 9-digit Customer ID
• Registered email address
• Your 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.

What do I need when logging into my Vox Money Mobile App?

All you will need to login to your Vox Money mobile app is your six-digit Access Passcode.
You will get three attempts to enter your Access Passcode correctly. After this you will be asked to reset your Access Passcode .
To reset your pass code you will need to login to the app using your Customer ID, email address and password, you will then be prompted to rest your app passcode.

Which payments or transfers can I make via Vox Money Mobile App?

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

How can I move money from my main account to my wallet?

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.

Can I review my transactions and balance via my mobile app?

Yes, you can view previous transactions and individual balances for your card account and your Vox Money Wallets via the mobile app.

Are payments registered using my mobile app visible on my online account?

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

How secure is managing my finances via the Vox Money mobile app?

Vox Money uses good security practice in the development and delivery of the Vox Money services giving you peace of mind that your finances are safe and secure when using your account.  For more information see: FAQ titled ‘What security regulations do I need to observe when using the Vox Money mobile app?’

Is my financial data saved on my mobile device?

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

What security regulations do I need to observe to protect my finances when using the Vox Money mobile app?

To keep your finances safe and secure we use advanced security technologies. You can also help to keep your information safe by following these guidelines:

• Protect your mobile phone – we’re all used to carrying our mobile phones everywhere we go but these days they contain lots on important information from passwords to contacts and even appointments and schedules.
Ensure your phone is protected by enabling passcode protection or biometric access using fingerprint or faceID.

• Beware of what you download – only download apps that have been approved by the App Store or Google Play store. Mobile phones are vulnerable to malware and malicious programmes, applications downloaded outside of the approved stores can contain malicious code.

• Only use the official Vox app, always download from approved app stores Google Play and Apple App store, ensure your phone is not rooted or jailbroken.

• Avoid using the app on public networks. Public networks are considered not secure, in fact most places that offer free WiFi will advise you not share sensitive information over the network which will include using your the Vox app.

Can I use my Vox Money account Abroad?

You can still manage your Vox Money account abroad by accessing it online or via the 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

Can I view my Vox Money account balance via an ATM abroad?

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.

Do I need to let Vox Money know when I am going to use my Vox Money account abroad?

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

How do I contact Vox Money when I am abroad?

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

How can I transfer money across my Vox Money account?

You can transfer money between your main 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’.

How long does it take when I transfer money from my card account into my Vox Money Wallets?

The money will be available immediately.

How long does it take when I transfer money from my Vox Money Wallets back into my card account?

The money will be available immediately.

How long does it take to transfer money between my Vox Money Wallets?

The money will be available immediately.

Can I cancel or edit my transfers?

Card Account
Single instant transfers to Wallets cannot be cancelled as they are instant. However, as these will be transfers within your own account you will be able to transfer the money back again if you make a mistake.
Wallets
Single instant transfers to card account cannot be cancelled as they are instant. However, as these will be transfers within your own account you will be able to transfer the money back again if you make a mistake.

Who can pay money into my Vox Money account?

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.

How do I pay money into my 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

Where does money coming into my Vox Money account go?

All of your payments in go directly onto your main 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.

How long does it take to receive a payment onto my Vox Money account?

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

How much can I pay into my Vox Money account?

The maximum balance you can have on your card at any time is £7,500. There are also daily, monthly and yearly limits to what can be paid into your account. Please see the Services and Fees for full information.

Does my main account and Vox Money Wallets have separate balances?

Yes, they do have separate balances. You can have 5 Vox Money Wallets which means that you may have 6 balances overall:
• Main account balance
• Vox Money Wallet 1 balance
• Vox Money Wallet 2 balance, etc.

How can I view my Vox Money account balances?

You can view your main 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.

How far back can I view my transaction history?

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

Can I receive a paper statement?

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.

What is a Direct Debit?

Direct Debit is a simple 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.

How do I set up a Direct Debit?

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.

How can I delete a Direct Debit?

If you want to cancel a Direct Debit you should always contact 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 ‘delete’ which is located to the right of any direct debits you have on your Vox Money account.

What are the advantages of using Direct Debits?

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.

Can I go overdrawn using my Vox Money account?

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

If I have two Direct Debits from the same originator can I assign them to separate Wallets?

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

Do I get charged when I fail to pay a Direct Debit?

No, we do not charge 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.

How many Direct Debits can I set up?

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

How do I change where I assign a Direct Debit to come from?

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.

Can Direct Debits be paid from my main account or my Wallets?

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.

How do I change my Direct Debits to come from my Vox Money Account rather than my old bank 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 contact [email protected]
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.

How will Vox Money know it is really me authorising a Direct Debit instruction?

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.

What is a Faster Payment?

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.

What is a Scheduled Faster Payment?

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.

How do I set up a Faster Payment?

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 main 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.

What are the advantages of using Faster Payments?

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.

How much money can I send using Faster Payments?

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

Can I amend or cancel a Faster Payment after I have set it up?

Once an instant Faster Payment has been sent it cannot be amended or cancelled.

How long do Faster Payments normally take to process?

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.
* http://www.fasterpayments.org.uk/consumers/benefits-faster-payments

What payment alerts do Vox Money Offer?

Vox Money will automatically alert you by email if you have a failed payment or direct debit.

How will I receive my payment alerts?

Payment alerts are currently sent via email.

What is the Vox Money Rewards Programme

The Vox Money Rewards Programme* offers you the ability to get Cashback into your Vox Money account by using your Vox Money Visa Debit Card at participating retailers. You can get 3 – 13% Cashback from a range of retailers. Find out more on our Rewards webpage * Reward Terms and Conditions apply.

How does the Vox Money Rewards Programme work?

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 Cashback from your purchases at participating retailers from the previous month.

Can I view what I have saved?

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.

Can I see individual rewards I have received as well as the total summary?

No, with the exception of Sainsbury’s 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. For full details of cashback rewards please see Reward Terms & Conditions.

What retailers are in the Rewards Programme?

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

Are there any paying in limits or usage limits?

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

What does it cost to use Vox Money?

To use Vox Money there is a £1.80 fee per month. Some of the other features and benefits of Vox Money may have fees and Rewards.
To view ALL fees for Vox Money, see: Services & Fees.

When will the fees of using my Vox Money account be deducted?

The monthly £1.80 fee will be deducted from your main account. However, if there are insufficient funds in your main account to cover the fee we will deduct the remaining balance from one of your wallets.
When making a faster payment you must ensure you have sufficient funds to cover the payment as well as the fee in the relevant account or wallet you are making the payment from otherwise the payment will fail.

Forgotten Your Password?

It is quick and easy to set up a new password. You can do it anytime, online and using the app.
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 select ’Having trouble 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.

Forgotten Your Customer ID?

Your Customer ID is displayed within the account 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. Alternatively, you can do this by clicking on Users when you are logged in to your Vox Money account.

Forgotten Your Card PIN?

You can retrieve your card PIN anytime in the mobile app or website as follows:
Steps to get PIN via the app
1. Open the Vox Money app and login
2. Tap ‘Manage Account’
3. Choose ‘View PIN’
Steps to get PIN on website
1. Login
2. Click on ‘Manage Card’
3. Click on ‘View PIN’

Want to Change Your Card PIN?

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

Want to change the email address or phone number you have registered with your Vox Money account?

You can change these details by logging in to your Vox Money account online or via the mobile app and tapping on the ‘More’ tab/icon where there will be an option to view and amend. your personal details.

How do I update my personal details?

You can do this by contacting Customer Services – you will have to send proof of change in address, or name.

What should I do if I need help with my Vox Money account?

If you need help, explore our website 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.

How do I make a complaint?

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

I have not had a response from my email for over 48 hours, when can I expect to hear back?

If you have not heard back from us after 48 hours please feel free to contact our Customer Service telephone line, details can be found on our Contact Us webpage. We will do all we can to help you with your query.

What are the opening hours and the contact number for Customer Services?

Our Customer Service telephone line is open Monday to Friday 09:00 – 17:30, excluding UK bank holidays. For contact details please refer to the Contact us web page.

How do I block (freeze) my Vox Money Visa Debit Card?

You can block your Vox Money Visa Debit Card from your app and online at www.voxmoney.co.uk or by contacting our customer service team.

When your card is frozen (blocked) you cannot carry out any withdrawals or purchases with your card. If you have reported your card as ‘stolen’, your account will be locked until a new card has been created. If you need help to access your money while you are waiting for your new card please contact Customer Services.

How do I cancel my Vox Money account?

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 >>>

Is my money protected by the FSCS?

Your e-money is not covered by the Financial Services Compensation Scheme (FSCS) instead the method of protecting your money is called “safeguarding”. We keep your money separate from our own money and place it in a safeguarding account with a bank.

How is money in my Vox Money account protected?

Vox Money is an e-money account, we are not a bank and therefore:

  • we do not take your money as a deposit to use for our own purposes or lend to other customers; and
  • your e-money is not covered by the Financial Services Compensation Scheme (FSCS).

We keep your money separate from our own money and place it in a safeguarding account with a bank. In addition to our daily checks, to ensure your funds are held correctly, we independently check that we are meeting our obligations every year.

These safeguarding rules are designed to ensure that if an e-money institution fails, your funds are protected. The protection means that if an e-money institution fails, there are sufficient funds to pay customers the money held in their e-money accounts. The only costs which can be paid out of the safeguarded account is the costs deducted by the insolvency practitioner for distributing the money to customers.

For more information about safeguarding we have included the below links which you will find useful:

  • The FCA have provided details on their website about the differences between a bank account and an e-money account, and the protection provided in each case.
  • The FCA have also written a letter to all e-money institutions.
  • Section 24 of the Vox Money Terms and Conditions also provides information about how we safeguard your funds.

Looking for help?

Need help with your account or have a
question? Take a look at our help
pages for more information.

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