Home breadcrumb separator Help centre breadcrumb separator Vanquis app help
Login
Home breadcrumb separator Help centre breadcrumb separator Vanquis app help
Vanquis pathway graphic
Vanquis pathway graphic

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.

A collection of screenshots from the new Vanquis mobile app. Shows the new home screen and tools to help make managing your credit easier.

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 Vanquis app icon

 

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
  • Register for Cashback rewards
 

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

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.

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
  • Register for cashback rewards
 

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

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

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

The new Vanquis app icon

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

The Old Vanquis App icon

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.

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

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.

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

This is the Vanquis app icon to look out for:

The new Vanquis app icon

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

I'm trying to register but I'm having issues receiving the verification email. Can you help?

The email we send to you will come from [email protected].

Not receiving the email?

  • Refresh your email inbox manually – inboxes often need a little to show your latest emails.
  • Don’t request additional links if your email doesn’t arrive straight away – please hold on and give the email time to reach your device, it can take up to 10 minutes (we send it immediately, but it may take your email provider a while to display it).
  • Requesting a new link invalidates the one sent before, so asking for another if our email doesn’t immediately arrive can mean things take longer. It’s worth waiting for the original.
  • If you still don’t receive our email after 10 mins, check your spam or junk folders. If you find it there, mark it as ‘Not spam’ so future messages go straight to your inbox.

 

Also, please add [email protected] to your safe senders list so future emails go straight to your inbox.

Link not working?

  • Make sure you’re opening the email on the same device you’re using to register for the app.
  • Once you request another email, the link in the previous email will expire. So, make sure you open the most recent email.
  • If you’re unable to verify your email address via the link you have received within your email, tap on the ‘View in web browser’ button and then select ‘Verify my email address’ within the web browser, not the email.
  • If an error message or lost connection page is displayed when trying to verify your email address within the email, click ‘Try this alternative link’. Turn off or configure any VPN/Ad Blockers/Security software you have downloaded on your device that may be blocking your access.
  • Turn off your device and try again, this will help clear down any memory issues.
  • Close any apps that are running that do not need to be (swipe them out of memory).

 

If you have tried the above steps and you’re still having trouble receiving the email, our dedicated app support team is ready to help.

 

Just give us a call on 0330 099 3065 or email us at [email protected]. Our opening hours are Monday to Friday 9am to 4:30pm, visit our contact us page for call charge information.

 

Please note, if your question is more general and not about this specific problem, please use the info on our contact us page to get in touch and we’ll get the right team to support you.

If you’re not receiving the SMS we’ve sent, please check your device isn’t having any network issues. If you’re receiving other text messages (by text messages we mean SMS that often show in green bubbles, not a blue iMessage or other data messages), things should be working normally.

You can go back to the app and request a new SMS. When you do this, make sure the last 3 digits of the mobile number shown on screen match yours. If they don’t, please log in to the existing Vanquis app and update your contact details.

You can also try these steps:

  • Check your device isn’t set to roaming
  • Restart your phone – A quick reboot often clear out any pending messages
  • Make sure your SMS inbox isn’t full
  • Check junk/spam message inboxes
  • Switch Networks – If you’re on Wi-Fi, try switching to mobile data (or vice versa)
  • Give it a moment – Some customers have found it can take a few minutes to arrive especially during peak times



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

Please note, if your question is more general and not about this specific problem, please use the info on our contact us page to get in touch and we’ll get the right team to support you.

If you’re having trouble, you can go back to the registration screens and try again by tapping the ‘Try again’ button.

Please make sure the info you enter is correct and matches what Vanquis holds for your account.

 

If your contact details are not up to date on our records please use the old app to update these or call our Customer Service team on 0330 099 3000.

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

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.

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.

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

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.

We understand that sharing a selfie can feel personal and it’s completely natural to want to know how this will be used.

 

To protect your account, during the registration process Vanquis asks for a quick selfie, this is to ensure we do not allow anyone else, other than you, to access your account.

 

This is an important step in the registration process, adding an extra layer of protection to your account. It keeps your account secure, stops anyone else from accessing your account, whilst ensuring your personal information remains safe.

 

When you take a selfie we don’t use it again, what we do is convert it into a secure biometric template, a unique string of numbers based on key facial features, such as the distance between your eyes. This template cannot be used to recreate your selfie at a later date.

 

When you log in or verify yourself in future, the system checks your live facial measurements against the secure biometric template we made.

 

Once the registration process is complete you can start managing your credit card confidently 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

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

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

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

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.

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.

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.

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.

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 into the app, email our specialist app support team at [email protected]. Please share as much info as possible about your issue, so we can support you quickly.

For all other queries not related to the mobile app, please visit our Contact Us page so the right team can help you.

Man using phone sat in Living Room