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FAQs
What is 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
- Vox Money Wallets for secure & effective budgeting
- Fully responsive online and mobile account management
- Transparent Costs
- Clear and transparent communication on your payments
- No overdraft or credit facility
- No credit checks*
- Your money is not vulnerable to existing creditors
- Cash Back Rewards Programme giving access to 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?
How does Vox Money work?
Vox Money has two main features rolled under one account:
- Your Vox Money account includes a card account which you can access with your card when withdrawing cash and making card purchases, and which you can manage online or through your mobile app.
- Your Vox Money Account also has Account Wallets which are secure 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?
How is Vox Money similar to a bank account?
Vox Money has many of the benefits of a 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 our mobile app or through an approved Credit Union partner if you are a member
- 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:
- 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 always keep you informed on upcoming payments, completed payments and failed payments via text (SMS), email, mobile app or via your online Vox Money Account
- We do not have the right to reduce any debt you may already owe to a third party by deducting the money from your Vox Money Account. Your money is not vulnerable to existing creditors
- We offer a Rewards Programme which allows you to receive Cash Back when you shop at selected retailers
- There are no branches associated to Vox Money. We do have a Partner Network . You can find you nearest Partner here Partner link, but you can easily reach us: Contact Us link
- The Vox e-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)
- We do not offer international transfers
- Unfortunately, it is not possible to pay in cheques
What is a Vox Money Wallet?
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 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.
How do I create a Wallet?
You will then need to name your Wallet.
How do I use a Vox Money Wallet?
How do I transfer money to my wallet?
What are the advantages of Vox Money Wallets?
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
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 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
Are there credit checks to use Vox Money?
What is a credit rating?
Can I switch from my existing bank account to Vox Money?
Can I use a Vox Money account without access to the internet?
How do I open a Vox Money account?
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
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 purchases and 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?
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
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.
What is a 4-digit Telephone Banking Number?
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. 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.
Can I use my Vox Money account online and via the Mobile App?
You will need to download our Vox Money Mobile app.
See Vox Money Mobile App and Online Vox Money Account
How do I use my Vox Money account?
How many cards can I have for my Vox Money account?
Where can I use my Vox Money Visa Debit Card?
How many card PIN tries do I have when withdrawing cash or making card purchases over the counter?
How can I withdraw cash using my Vox Money Debit Card?
Can I make purchases using my Vox Money Visa Debit Card?
What is 3D Secure and how does it work?
What billing address should I give when I purchase goods?
Can I have a Vox Money Visa Debit Card in different currencies?
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 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.
What do I do if my card is lost or stolen?
For more information see: Terms and Conditions
Can I apply a temporary block on card transactions?
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 your mobile app, to ensure all transactions are accounted for.
For more information see: Security
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?
How can I make an account transfer?
You can select the amount and date of the transfer.
Which payments can I make online?
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?
How can I send a payment to an existing payee?
Can I review my transactions and balance online?
When can I make a payment?
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?
How do I download the Mobile App?
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 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.
What do I need when logging into my Vox Money Mobile App?
You will get 5 attempts to enter your Access Passcode correctly. After this you will be asked to reset your Access Passcode.
Which payments or transfers can I make via Vox Money Mobile App?
How can I move money from my card account to my wallet?
Can I review my transactions and balance via my mobile app?
Are payments registered using my mobile app visible on my online account?
How secure is managing my finances via the Vox Money mobile app?
Is my financial data saved on my mobile device?
What security regulations do I need to observe to protect my finances when using the Vox Money mobile app?
Can I use my Vox Money account Abroad?
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
Can I view my Vox Money account balance via an ATM abroad?
Do I need to let Vox Money know when I am going to use my Vox Money account abroad?
How do I contact Vox Money when I am abroad?
How can I transfer money across my Vox Money account?
How long does it take when I transfer money from my card account into my Vox Money Wallets?
How long does it take when I transfer money from my Vox Money Wallets back into my card account?
How long does it take to transfer money between my Vox Money Wallets?
Can I cancel or edit my transfers?
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.
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?
How long does it take to receive a payment onto my Vox Money account?
Do my card 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:
- Card account balance
- Vox Money Wallet 1 balance
- Vox Money Wallet 2 balance, etc.
How can I view my Vox Money account balances?
How far back can I view my transaction history?
Can I receive a paper statement?
What is a Direct Debit?
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.
How do I set up a Direct Debit?
How can I delete a Direct Debit?
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.
What are the advantages of using Direct Debits?
Can I go overdrawn using my Vox Money account?
If I have two Direct Debits from the same originator can I assign them to separate Wallets?
When I do not have enough money in my account the day before an upcoming Direct Debit is due, how long will I have to pay money into my account to cover that Direct Debit?
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
Do I get charged when I fail to pay a Direct Debit?
How many Direct Debits can I set up?
How do I change where I assign a Direct Debit to come from?
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 card account or my Wallets?
How do I change my Direct Debits to come from my Vox Money Account rather than my old 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.
How will Vox Money know it is really me authorising a Direct Debit instruction?
What is a Faster Payment?
What is a Scheduled Faster Payment?
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 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.
What are the advantages of using Faster Payments?
How much money can I send using Faster Payments?
See Services & Fees
Can I amend or cancel a Faster Payment after I have set it up?
Is it secure to use a Faster Payment?
*fasterpayments.org.uk/consumers/benefits-faster-payments
How long do Faster Payments normally take to process?
What payment alerts do Vox Money Offer?
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
How will I receive my payment alerts?
Online payment alerts are automatically set up with your Vox Money account. You will receive these via:
- Text (SMS)*
- Your Vox Money Mobile App
*There is a cost associated with this payment alert see – Services and Fees
What is the Vox Money Rewards Programme
How does the Vox Money Rewards Programme work?
Can I view what I have saved?
Can I see individual rewards I have received as well as the total summary?
What retailers are in the Rewards Programme?
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 view ALL costs for Vox Money, see: Services & Fees.
Where will the costs of using my Vox Money account be deducted from?
Forgotten Your Password?
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.
Forgotten Your Customer ID?
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.
Forgotten Your Card PIN?
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.
Want to Change Your Card PIN?
Want to change the email address or phone number you have registered with your Vox Money account?
Want to change your name or home address on your Vox Money Account?
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).
What should I do if I need help with my Vox Money Account?
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.
How do I make a complaint?
I have not had a response from my email for over 48 hours, when can I expect to hear back?
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.
What’s the opening hours and the contact number for Customer Services?
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 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.
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 >>>
What are my rights as a consumer when I make purchases with my Vox Money Visa Debit Card?
What do I do if I need to return an item which I have purchased with my Vox Money Visa Debit Card?
Is my Vox Money account covered by the Financial Services Compensation Scheme?
What do I do if phishing occurs on my Vox Money account?
For more details on what we do and what you can do to prevent any fraudulent activity on your Vox Money account see Security.
What do I do if I do not recognise my transactions or if I think there is fraudulent activity on my Vox Money account?
How do I know if my Online Password I have created is secure?
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.
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
burning question? Take a look at our help pages for more information.