Help with the new Vanquis App

Here’s where you will find questions and answers to support you with our new app, from general queries, right through to registering and using the app.

General

Can you tell me more about the new app

Of course! We’re excited that the new app is now available to everyone. You can download it from the Apple App Store or the Google™ Play Store. Here’s the app icon to look out for:

The new app has everything you’re used to using in the old app, plus we’ve added some great features to make managing your account even easier. Once you’re registered you’ll be able to:

Raise a dispute if you don’t recognise a transaction
View your full card details
View messages from Vanquis
Decrease your credit limit
Request to close your account

And this is just the start. Over time we’ll be adding even more useful features, like Chat support and Cashback rewards.

I feel uncomfortable about using the new app - is it secure?

Please don’t worry, our new app is even more secure than the one you’re using now.

We’ve strengthened security during registration and login. Plus, we use advanced fraud detection to make sure it’s really you accessing the app. All to keep your personal information and card details safe.

Will I be able to use the old app when I register for the new one?

Once you’ve registered for the new app, you’ll lose access to the old app. But don’t worry, the new app has everything you’re used to using in the old app, plus plenty of new features. Here’s what you can expect from the new app…

Raise a dispute if you don’t recognise a transaction
View your full card details
View messages from Vanquis
Decrease your credit limit
Request to close your account

Over time we’ll be adding even more useful features, like Chat support and Cashback rewards.

On the new app, will I have to set anything up again?

When you register for the new app, everything will still work just as it does in the current app. This includes:

If you’ve set up a Direct Debit or registered a debit card for payments, these will carry over automatically
If your card is already in a digital wallet, there’s no need to add it again
Your card details, CVV and PIN will all stay exactly the same

Do I already have the new app?

Our new app will have a different icon on your device, which looks like this:

If you’re still using the old app, its icon will look like this:

I have additional needs - what support does the new app provide?

Our app supports the native accessibility features available on your device, including screen readers, font zooming and dark mode.

It also follows industry standards to assist customers with visual impairments.

If you have specific needs and want extra support to manage your account, please give us a call us on 0330 099 3000.

We’re open Monday to Friday: 8.30am to 7.00 pm and Saturdays 9.00am to 4pm. Visit our contact us page for call charge information.

What phone operating system does your app support?

We support the latest Operating system and the 2 previous versions on both iOS and Android.

If your mobile device is not compatible with the above you can contact us and use our automated 24 hour line to mange your account. You’ll be able to:

check your balance and available balance
confirm your minimum payment amount and the due date
make a payment

I have some feedback on the new app. How can I share this with you?

If you’ve got some feedback on the new app, we’d love to hear it! Please share your thoughts using this link. A few quick notes to be aware of:

We can’t reply to individual feedback
Please don’t include any personal or account information
If you have an issue with your account, please contact us so we can support you.

Download

I can't download the new app as I don't have enough storage on my device. What can I do?

Now might be a good time to free up some storage on your device. Here are a few simple things you can try:

Uninstall any apps you haven’t used in a while.
Clear app cache and data as this can help free up space without deleting your personal information.
Tidy up your photo gallery, deleting any duplicates or blurry photos. And don’t forget to empty your ‘Recently Deleted’ or trash folder too.
Back up to the cloud. Store your photos in a cloud service like Google Photos or iCloud, then safely remove them from your device.

What do I do if I can't download the new app as my device isn't running a recent operating system?

For both iOS and Android, we support the latest operating system and the two previous versions.

You may be able to update your device software in your phone’s settings. If that’s not possible, you’ll need to use a device that meets the minimum requirements to download and use the app.

If your mobile device is not compatible with the above you can contact us and use our automated 24-hour line to manage your account. You’ll be able to:

Check your balance and available credit
Confirm your minimum payment amount and the due date
Make a payment

I downloaded the app, where do I find it on my device?

This is the Vanquis app icon to look out for:

If you don’t see it on your home screen, try swiping through your app pages, it might be tucked away on one of your other app pages.

Register

What information do I need to be able to register for the new app?

To register for the new app, all you need is the email address and mobile number registered to your card and a few minutes of your time.

If you’ve recently had emails or text messages from Vanquis, those are the contact details currently registered to your account.

I'm having trouble registering for the new app, can you help me?

Of course. Our registration video guide will walk you through the steps.

It’s worth making sure you’re using the email address and mobile number you have registered with Vanquis. You can head to the current app to check these details if you’re not sure or update them if you need to before registering for the new app.

If you’re still having any issues, please drop us a line at [email protected] or give us a call on 0330 099 3065. Our dedicated team is ready to support you. Our opening hours are Monday to Friday 9am to 4:30pm, visit our contact us page for call charge information.

Why are you asking me to turn on location settings and what do I do if I want to change my mind?

By turning on location settings, you add an extra layer of protection to your account.

This feature helps us detect and block suspicious activity, protecting your account from potential fraudsters.

If you’ve incorrectly set your location access on the Vanquis app, you can change your mind.

You’ll need to access the settings feature on your device:

iOS users – Settings > Apps > Vanquis > Location
Android users – Settings > Apps > Vanquis > Permissions > Location

I'm trying to register but the screen is telling me I need to call you - can you help?

Let’s see if we can get you up and running.

Our registration video guide will walk you through each step.

If you’re still having trouble, our dedicated app support team is ready to help. Just drop us a line at [email protected] or give us a call on 0330 099 3065. Our opening hours are Monday to Friday 9am to 4:30pm, visit our contact us page for call charge information.

I have questions about taking a selfie to register for the app. Can you help?

As many banks do, Vanquis will ask for a selfie as part of verification. This is one of the most secure and commonly-used ways to confirm it’s really you using your account. It’s considered standard across the banking industry.

When you take a selfie, we don’t then use the photo itself. Instead, we create a biometric face template, basically a string of numbers based on a few key features of your face, such as the distance between your eyes or the shape of your jaw or nose.

When you log in or verify yourself, the system doesn’t compare two photos. It simply re-measures your face and checks whether those measurements match the template we already have. If they do, we know it’s really you.

This protects you from fraud and helps keep your account secure, while keeping your personal information safe. Taking a selfie is needed to complete your registration so you can start managing your credit card through the app. Here’s what you need to know:

Your device’s camera must be working
Camera permissions must be enabled for the Vanquis app
We’ll prompt you to turn on camera permissions during registration, but you can also do it from your device settings:

For iOS users:
Settings > Apps > Vanquis > Toggle Camera on

For Android users:
Settings > Apps > Vanquis > Permissions > Allow Camera access

How do I choose a passcode that isn't easy to guess?

Here are some guidelines for creating a secure numerical passcode:

Choose a unique code you don’t use elsewhere (for example, not your phone number or bank card)
Avoid easily guessed/sequential patterns like 1234, 0000, or 1111
Don’t use personal information such as your date of birth
Choose something memorable for you but hard for others to guess
Don’t write it down or share it with anyone

I accidentally said I don't want to/want to receive push notifications. Can I change this?

Yes, absolutely. You can update your push notification preferences directly in the app.

Just tap ‘The person icon’ on the home screen, then go to ‘Profile and settings’. You’ll see a prompt at the top of the screen where you can manage your push notification preferences

If you don’t have access to the app right now, you can also update them in your device settings:

Settings > Apps > Vanquis > Notifications

I accidentally selected the incorrect Credit Limit Increase preferences. Can I change this?

Yes, absolutely. You can update your credit limit increase preferences directly in the app.

Just tap the ‘person’ icon in the top right corner of the home screen to go ‘Profile and settings’. Then go to:

Profile and settings > Account Preferences > Manage Credit Limit > Credit Limit Increase offers

Login/Recovery/Forgot Passcode

What should I do if I can't log in to the new app?

If you’re having trouble remembering your passcode, you can reset it directly in the app. Just tap ‘Forgot passcode’ on the login screen and follow the steps.

If you’re still unable to log in, it could be due to:

An unstable or missing internet connection
Use of a VPN during login
A jailbroken or rooted device, which the app doesn’t support for security reasons

I can't login at the moment but need a PIN reminder, what should I do?

If you’re unable to log in to the app, you can request a PIN reminder to be sent to your home address by post. Please note this may take 5–7 working days to arrive.

To request a PIN reminder, simply text the word ‘PIN’ to 07860 094990 from the mobile number registered to your account.

You can also use our 24-hour automated service to request a PIN reminder for you or an additional cardholder. Just call us on 0330 099 3000.

I can't login and it says I've had too many incorrect passcode attempts. Can you help me?

Of course. If you’ve had too many incorrect login attempts, we’ll need to verify your identity so you can create a new passcode.

On the login screen, you’ll see a prompt to create a new passcode. Just tap ‘Let’s go’ and follow the instructions.

I'm trying to register and use the app but it says I'm blocked. Why is this?

There are some situations where we’re unable to allow you to register or access the app.

If you’ve registered and then see a message saying your account is blocked but don’t know why we’ve done this, our dedicated app support team is ready to help. Just drop us a line at [email protected] or give us a call on 0330 099 3065.

Our opening hours are Monday to Friday 9am to 4:30pm, visit our contact us page for call charge information.

I'm being advised I need to update the app but I can't. Can you help?

If you’re using an outdated version of our app, this may limit what you can do or stop the app from working altogether.

If you’re having problems updating to the latest version, our dedicated app support team is ready to help. Just drop us a line at [email protected] or give us a call on 0330 099 3065.

Our opening hours are Monday to Friday 9am to 4:30pm, visit our contact us page for call charge information.

Using the app - General

It says you've spotted something unusual and so you've paused my app access. What does this mean?

Your app access may have been paused due to security concerns related to the device you’re using.

This is a protective measure to help keep your account safe. Possible reasons include:

Multiple incorrect login attempts
Use of a jailbroken or rooted device
Logging in through a VPN, which can hide your location

Please check that none of the above applies and try logging in again.

I was using the app but it says I have to enter my passcode again - why is this?

We may ask you to enter your passcode again when an extra layer of security is needed to help keep your account safe whilst using the app.

Some features involve accessing personal or account-related information, so we’ll ask for your passcode again to confirm it’s really you before continuing. This helps ensure your details stay protected and secure.

Need a hand?

If you have any problems getting onto the app, please drop us a line at [email protected] or give our specialist app support team a call on 0330 099 3065*. They’re available 9am-430pm, Monday to Friday.

*Calls to 01 and 03 numbers from UK landlines and mobiles are normally included in free plan minutes if available. Other calls to 03 numbers cost the same as calls to 01/02 numbers. Calls may be monitored and all calls will be recorded for quality control, training and/or fraud prevention.