FAQ - Vault (2024)

1. WHAT IS VAULT

The Vault mobile app is aunique multicurrency electronic money account, containing 27 currency wallets.Certain categories of account holders can also apply for a prepaid Mastercard®issued by Moorwand Ltd, so that users can make online payments, withdraw cash andstore money in their Vault prepaid card in the 4 Settlement Currencies (GBP, EUR,USD and CHF), in any outlet that supports Mastercard®. Transactions out of the 4Settlement currencies are authorised through the default currency of the card(EUR), so we advise you to always maintain a balance of EUR in this wallet.

How can I get the Vault E-Money App?

The application is available free of charge on theApp Store for iOSand on thePlay Store for Android.

Is there an age limit for Vault?

Yes, primary users must be at least 18 years of age to be eligible for a Vaultaccount. Companion card users must be at least 13 years of age.

Who can apply for a Vault acc*nt?

deVere E-Money isincorporated in the European Union (EU) and issues electronic money and prepaidMastercard cards under an EU licensing regime governed both by the Bank ofLithuania, and Mastercard;
for UK clients e-money are issued by Moorwand Ltd.

Therefore, you can apply for Vault account if:

You are a national of an EEA country, Switzerland, or the United Kingdom.
You are an existing deVere Group client or emplyee.

The EEA includes:

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark,Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland,Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Can I have a Vault account without a prepaid MasterCard?

You can use a lot the features of the Vault app, including cheap foreign exchange,attractive bank transfer rates, and free Vault-to-Vault payments, without the needto apply for a prepaid MasterCard.

Is UAB deVere E-Money regulated?

Yes,UAB deVere E-Money isauthorised and licensed by the Bank of Lithuania with the license number 9 whichallows deVere E-money to offer electronic money services under the ElectronicMoney Regulations 2011 (Ref: 900051).

From which country will your physical Vault card be issued?

Your physical Vault card will be issued by Moorwand Ltd which is authorised by theFinancial Conduct Authority under the Electronic Money Regulations 2011 (Registerref: 900709) for the issuing of electronic money. Registered office Fora, 3 LloydsAvenue, London, EC3N 3DS, United Kingdom. Registered in England & Wales No.8491211.

How does Vault safeguard my funds?

As our name suggests, we take security very seriously. All the funds that areloaded into your are held in bank accounts known as Client Accounts. Ourregulator, the Bank of Lithuania, imposes strict rules upon licensed electronicmoney service providers concerning the safeguarding of client funds. The fundsheld in these bank accounts are segregated from deVere E-Money's operational bankaccounts, and these funds cannot be used by deVere E-Money for normal operationalbusiness expenses.

Will I receive interest for my funds held in Vault?

No, unfortunately under an electronic money services licence, deVere E-Money isnot permitted to pay interest to clients for funds held in the client accounts,nor is deVere E-Money permitted to receive interest from the banks providing theclient account services for Vault.

What would you use Vault account and card for?

There are 4 main uses for your Vault account & card; converting foreign exchangein a cheap and easy manner on a mobile app in real-time; simple bill paying viabank transfer in any of the 27 currencies supported by the app; point of salespending, online purchases and cash withdrawals in the 4 Settlement currenciesusing your Vault card; and free instantaneous Vault-to-Vault transfers betweenVault account holders.

Which currencies are supported by Vault?

Vault supports 4 major Settlement Currencies, 5 Loading Currencies and anadditional 23 Transfer Currencies.

Settlement Currencies

EUR (Euro)
GBP (Sterling)
USD (US Dollar)
CHF (Swiss Franc)

Loading Currencies

EUR (Euro)
GBP (Sterling)
USD (US Dollar)
CHF (Swiss Franc)
PLN (Polish Zloty)

Transfer Currencies

AED (United Arab Emirates Dirham)
AUD (Australian Dollar)
BGN (Bulgarian Lev)
CAD (Canadian Dollar)
CNY (Chinese Yuan Renminbi)
DKK (Danish Krone)
CZK (Czech Koruna)
HKD (Hong Kong Dollar)
HUF (Hungarian Forint)
ILS (New Israeli Shequel)
JPY (Japanese Yen)
MXN (Mexican Peso)
NOK (Norwegian Krona)
NZD (New Zealand Dollar)
QAR (Qatari Riyal)
PLN (Polish Zloty)
RON (Romanian Leu)
SAR (Saudi Arabian Riyal)
SEK (Swedish Krona)
SGD (Singapore Dollar)
THB (Thai Baht)
TRY (Turkish Lira)
ZAR (South African Rand)

How can I use the 4 Settlement Currencies on Vault?

Users can load any of the 4 Settlement Currencies and PLN via debit card or makebank transfers into their Vault account in EUR or GBP: they can store the balancein their wallets; they can exchange their balance into any of the other 23currencies supported by Vault; and they can spend directly (i.e. without incurringthird-party charges) using the 4 Settlement Currencies (EUR, GBP, USD and CHF).

For example, you can directly load GBP into your Vault account via debit card orbank transfer; when you use your Vault card in the UK, your merchant's bill willbe settled directly from your GBP balance without any third-party charges.

How can I use the 23 Transfer Currencies in Vault?

The 23 Transfer Currencies are currently only available for converting, storingand transferring via bank transfer. This means that you cannot directly load anyof these 23 currencies into your Vault account and you cannot directly spend inany of these 23 currencies. You can only spend directly (i.e. without incurringthird-party charges) in one of the 4 Settlement Currencies (EUR, GBP, USD andCHF).

For example, if you wanted to hold Australian dollars, you would not be able todirectly load Australian dollars into your Vault account; you would need toconvert one of the 4 Settlement Currencies into Australian dollars within the appusing the foreign exchange conversion facility. You would then be free to transferthose Australian dollars from within the app using the bank transfer facility to arecipient who wanted to receive Australian dollars.

You would not be able to directly spend in Australian dollars on your Vault cardif you were in Australia. Please make sure that you have balance in your EURwallet. The merchant's invoice will be settled directly from your EUR balance.This will involve the merchants bank converting your Australian dollar invoiceinto EUR at an exchange rate outside of Vault's control.

Cross-currency spending on your Vault card outside of the 4 Settlement Currenciesresults in other FX fees being applied by the merchant's bank.

How does deVere E-Money & Vault safeguard and preserve my privacy and personaldata?

At deVere E-Money we are dedicated to safeguarding and preserving your privacywhen using our services or communicating electronically with us. Please navigatewithin your app to Settings → Privacy Policy orread them on our website here.

This Privacy Policy, together with our terms of use, provides an explanation as towhat happens to any personal data that you provide us with, or that we collectfrom you. You may choose not to provide any information to us, in which case, wemay be unable to provide certain services to you such as, receiving money, sendingmoney and exchanging currency etc.

If you have any questions or concerns about our Privacy Policy or data processing,or if you would like to make a complaint about a possible breach of privacy laws,please contact us at[emailprotected].

2. REGISTERING FOR VAULT

Who can apply for a Vault account?

deVere E-Money is incorporated in the European Union (EU) and issues electronicmoney and prepaid Mastercard cards under an EU licensing regime governed both bythe Bank of Lithuania, and Mastercard;
for UK clients e-money are issued byMoorwand Ltd.

Therefore, you can apply for Vault account if:

You are a national of the EEA country, Switzerland or the United Kingdom.
You are an existing deVere Group client or employee.

If you do not fall into one of these categories, we will unfortunately not be ableto open a Vault e-money account for you.

The EEA includes:

Who can apply for a Vault prepaid MasterCard?

If you are eligible for Vault account and want to have Vault prepaid MasterCard,then you need to provide Proof of Address (POA) issued in the EEAcountry, Switzerland, or the United Kingdom.

A complete list of acceptable EEA POA documents can be foundhere.

What is the application process?

You will be asked to upload aselfie, a photo of proof of identity (passport, ID card). As soon as yourapplication and documents have been checked, you will get a notification.

Can I open a Vault account and apply for a Vault card if I am a deVere employee?

deVere staff can set up a Vault account and apply for a Vault card irrespective oftheir nationality or where they are resident. However, they will need to completea full onboarding process.

How will Vault know that I am an existing client of deVere?

The Vault on-boarding team will check the email address that is registered on ourcentral database that you will have previously provided to deVere when registeringas a client, and cross-check this with your name, surname and date of birth onfile.

How will Vault know that I am an existing deVere employee?

The Vault on-boarding team will check your deVere email address and cross checkthis with your name, surname and date of birth on file with deVere Group HR.

What are the requirements for Proof of Identity (POI) for Vault?

Your passport or national ID card are valid proofs of identity. Pleasenote that your Driving Licence or a residence permit are not accepted.
The proof of identity must not be expired.
If your proof of identity is a passport, and it includes personal data on morethan one page, both pages should be uploaded. In the same manner, if your proofof identity is an ID card, both sides of it should be uploaded.
A photo of a photograph or a photo of a scan of your passport will not beaccepted.

What are the requirements for the proof of address (POA) for a Vault prepaid card?

If you are resident outside of the SEPA and wish to now upgrade your Vault e-moneyaccount to include a Vault prepaid MasterCard, you will need to provide a POA fora country located in the EEA, that will satisfy our card issuer, Moorwand Ltd.

A complete list of EEA countries can be foundhereand our acceptable EEA POA documents can be foundhere.

What are the requirements for the selfie for Vault?

Your selfie must be a real-time photo, made by yourself and your shoulders must bevisible in the photo.

What should I do if I am not an existing deVere client and I am not resident inthe European Economic Area (EEA)?

If you can provide us with proof of identity issued by EEA country, then you willbe quickly approved for a Vault e-money account. We will not however be able toissue you with a virtual or physical Vault prepaid MasterCard unless you cansubsequently provide us with a proof of address for a country located in the EEAthat is acceptable to our card issuer, Moorwand Ltd, in line with their LicensedArea of Use.

A complete list of European Economic Area (EEA) countries can be foundhereand our acceptable EEA POA documents can be foundhere.

I already have a Vault account; how do I now request a Vault card?

As a registered Vault account user, you can request a virtual card from within theapp. If you are either a deVere employee or resident in the European Economic Area(EEA) or Switzerland, you will then be able to activate your virtual Vault prepaidMasterCard from within your app.

If you are an existing deVere client, but not resident in the EEA or Switzerlandyou need to upload a proof of address for Switzerland, or a country located in theEEA before we can enable your virtual Vault prepaid MasterCard in your app.

A complete list of European Economic Area (EEA) countries can be foundhereand our acceptable EEA POA documents can be foundhere.

If you are not an existing deVere client and are not resident in the EEA, youcannot, unfortunately, enable your virtual Vault prepaid MasterCard.

I already have a virtual Vault prepaid MasterCard; how do I request a physicalVault card?

You can request a physical Vault card by navigating to: Vault Card → RequestPhysical Card. Please make sure that you have at least €5 in your EUR wallet. Youwill be prompted to enter your card display name and surname, and to confirm yourpreferred physical card delivery address. This delivery address should be the sameas any proof of address already provided but because of the postal systems in somecountries, you are advised to check that the delivery address is complete. Pleasecontact the Vault Support Team via Live Chat or email at[emailprotected] to ensurethat your card is sent to your correct address.

How can I check the status of my application?

If your documents have not yet been approved, an update message will be sent tothe email address you provided when you first registered with Vault. Please checkyour inbox before contacting support.

For any additional questions, please contact the Vault Support Team via Live Chator email at[emailprotected].

How long will it take to approve my application?

Applications are usually approved instantly; however, sometimes manual review isneeded. If you have provided the correct documentation, the application should beapproved in 1 business day. However, the process might take longer out ofLithuanian office hours (08:00-18:00 EET) or during bank holidays & on weekends.

What if I forgot to add a referral code while registering for Vault?

Once an application is submitted for review, it will not be possible for you toadd a referral code.

3. REQUESTING A VAULT CARD

What is the Vault card?

The Vault mobile app is aunique multicurrency electronic money account, containing 27 currency wallets.Certain categories of account holders can also apply for a prepaid Mastercard®issued by Moorwand Ltd, so that users can make online payments, withdraw cash, andstore money in their Vault prepaid card in the 4 Settlement Currencies (GBP, EUR,USD and CHF), in any outlet that supports Mastercard®. Transactions out of the 4Settlement Currencies are authorised through the default currency of the card(EUR), so we advise you to always maintain a balance of EUR in this wallet.

What is the difference between a virtual Vault card and a physical Vault card?

If you have already opened a Vault account, you may request a virtual Vaultprepaid Mastercard® free of charge in the 'Vault card' section, from within yourVault app. After the approval process, your app will be updated with a 16-digitMastercard® number which will be enabled, so that you can use it for onlinepurchases. You can then subsequently request a physical Vault card be sent to youfor point of sale purchases and ATM cash withdrawal, at a cost of €5.

How can I order a physical Vault card?

You must first have requested and been accepted for a virtual Vault prepaidMasterCard which will have been 'enabled', and you already have a 16-digitMasterCard number on the Vault Card screen within your app. To access your virtualcard details, navigate to: Vault Card → eye symbol → enter your 5-digit passcode →revealing your 16-digit MasterCard number and your 9-digit Vault account number.

You can now request your physical Vault card by navigating to: Vault Card →Request Physical Card.

You will need to have at least €5 in your EUR wallet to pay for your card &delivery, and you will be asked to check (and edit if required) your card displayname & surname, as well as confirm your exact card delivery address.

Where will my physical card be sent?

If you are a resident in the European Economic Area (EEA) or Switzerland you willbe prompted at the point of ordering your physical card within the app, to confirmyour postal address and your card will be posted by unregistered mail to thisaddress.

Also please note that we can send your card directly to your home address viacourier, however delivery costs must be covered by you. If you wish to use acourier, please contact the Vault Support Team via Live Chat or email at[emailprotected].

Why isn't my physical Vault card being sent by registered mail to my DistributingAddress?

Although we take the security of the Vault cards we are issuing very seriously,many clients have complained that they have to be physically present at theirdistributing address when a registered letter is delivered and therefore we havecomplied with client requests and arranged for cards to be delivered byunregistered mail so that you do not have to be at home when the card isdelivered.

Why isn't my physical Vault card being sent directly to my residential addressoutside of the European Economic Area (EEA)?

For cardholders resident outside of the EEA, it is not always possible to sendcards by registered mail as many countries do not have postal systems that willsupport door-to-door delivery and use PO boxes. Therefore, in these countries, itis safer and more efficient for us to arrange for your card to be sent to yourlocal deVere office, from where they will arrange delivery. There are stillcertain countries outside the EEA where we can post your card direct to yourresidential address.

Please note that we can send your card directly to your home address via courier,however delivery costs must be covered by you. If you wish to use a courier,please contact the Vault Support Team via Live Chat or email at[emailprotected].

How will I know if my Vault card is on its way to me?

Upon requesting the physical card, you will see a prompt that reads “ActivatePhysical Card” in the “Vault Card” section of your app. This means that the cardhas been requested. You are advised not to activate or freeze the cardbefore it has been received under any circ*mstance.

When can I expect my physical Vault card to arrive after ordering it?

If you are resident within the EEA you could expect the delivery of your physicalcard within 14 days of your initial request but if you are resident outside of theEEA, you should allow up to 30 calendar days.

What should I do if my physical Vault card does not arrive in 30 days?

If the Vault card does not arrive within the expected time, please contact theVault Support Team via Live Chat or email at[emailprotected]. You willthen be notified of the card delivery status.

Can I use my physical Vault card immediately after I receive it?

Before using the Vault card, you must first activate it by navigating to: VaultCard → Activate Physical Card. After activation of your physical card, pleaseaccess your virtual card details and compare them with your physical Vault card'sdetails to make sure that the details match. You can access your virtual carddetails by navigating: Vault Card → eye symbol → enter your 5-digit passcode →revealing your 16-digit MasterCard number and your 9-digit Vault account number.

4. MY VAULT CARD

Can I have several Vault cards or accounts?

You may only have one personal Vault account and only one physical/virtual Vaultprepaid MasterCard, however, you may order up to 3 Companion cards.

Can I load and transfer funds without a Vault card?

Yes, once you have successfully registered your Vault account, you will haveaccess to a range of features within your app, including loading funds, exchangingcurrencies and making transfers. You only need a Vault prepaid MasterCard forpoint of sale purchases and ATM cash withdrawal.

What is my 9-digit token or account number and where can I find it?

Your 9-digit token or account number is a unique code which identifies your Vaultaccount. Your 9-digit code can be found on your physical Vault card under yourname. Your virtual card details can be found by navigating to the Vault Cardsection → eye symbol → enter your 5-digit passcode → revealing your 16-digitMasterCard number and your 9-digit Vault account number.

How are my passcode and PIN code different?

Your passcode is a 5-digit security code which is used to access your Vault appand any sensitive material within it.

Your PIN code is a standard 4-digit code that is required for payments, ATMwithdrawals, etc. for security & fraud protection and is embedded within the chipon your Vault card.

I forgot my 5-digit passcode. How can I reset it?

To reset the passcode, navigate to: Vault application login screen → Forgot? →enter email address → submit. You will then receive a passcode reset link to theemail address you provided on your Vault account.

Where can I find my PIN code?

Your personal PIN code can be found in the 'Vault Card' section under the 'showPIN' tab.

Will my PIN code arrive together with my card?

deVere E-money does not send out a physical version of client PIN codes. Instead,you must navigate to: Vault Card → Show PIN.

Can I change my PIN code?

You can change your PIN code through any Bank ATM that supports 'PIN Services'.The ATM will update your card's chip to the new PIN instantly.

What should I do if I block my PIN?

To unblock your PIN code, please contact the Vault Support Team via Live Chat oremail at [emailprotected].We will send you PIN unblock scrip. Then please use your Vault card at the nearestATM, and enter the correct PIN. Please note that you do not need to withdrawfunds, you can cancel the transaction. This action will unblock the PIN.

Why was I charged for a replacement card?

Once a replacement card is ordered, a €5 fee will automatically be debited fromyour Vault account. If the fee should not have been debited, please contact theVault Support Team via Live Chat or email at[emailprotected] and we willreimburse your EUR wallet.

Can I turn contactless payments off on my card?

Contactless payments can be toggled on or off by navigating to: Vault Card → CardSecurity → Disable the Contactless Payments.

Can I freeze my card for security reasons?

You are always encouraged to keep your card secure. For this reason, you maychoose to temporarily freeze your card by navigating to: Vault Card → Freeze Cardon the application. All transactions will be declined when this option is enabled.Unfreeze the card to continue using normally.

How can I find all my currency wallets in my Vault app?

You can find your currency wallets in the “Wallets” section. You can then choosethe wallet which you intend to use and exchange or send money.

To manage your wallets, please press the wallet icon at the top right corner ornavigate to: Settings → Currency Manager.

What should I do if I lose my Vault Card?

If a card has been lost or stolen, navigate to: Vault Card → Freeze Card, toinstantly halt any unauthorised use of the Vault card. If a lost card is found bythe authorities, you can unlock your card through the same process.

If you wish to request a new card, simply navigate to: Vault Card → Request a newcard → Report & Order New Card. Please note that your old card will not be usableonce you reorder a new one. You will be charged €5 for the new card. Pleaseactivate your new card once you receive it before using! Please also note thatyour card details will be changed after you request a replacement card.

What should I do if my Vault Card has expired?

If your Vault card has expired or it will soon expire, simply navigate to VaultCard → Request a new card → Report & Order New Card. Please note that your oldcard will not be usable once you reorder a new one. You will be charged €5 for thenew card. Please activate your new card once you receive it before using!

Why can't I change my address in the Vault app?

Due to our anti-money laundering regulations, it is not possible for you to changeyour residential address within the app. To change your address, please provideour support team with a proof of address (POA) which is not older than 90 days viaemail or live chat. A complete list of our acceptable European Economic Area (EEA)POA documents can be foundhereand our Customer Support team will be as flexible as possible to manage some ofthe difficulties that clients have providing POA for countries outside of theSEPA. If you have any concerns, please contact the Vault Support Team via LiveChat or email at[emailprotected].

5. COMPANION CARD

What is a Vault Companion Card?

A Vault Companion card is an additional card that is issued by a primarycardholder to create up to 3 subsidiary accounts, typically for family members.Primary users can choose between “youth” and “adult” Companion cards, either ofwhich has its own spending restrictions. Primary account holders have totalcontrol over funding their subsidiary Companion cards and can only fund it viaVault-to-Vault transfers from the Primary account.

What are the spending restrictions for “Youth” and “Adult” Vault Companion cards?

Please navigate to Settings → Terms and Conditions → Vault Prepaid MastercardTerms and Conditions → 3. Card Fees → B. Adult Companion Card Limits andFees and C. Youth Companion Card Fees and Limits.

Are there any quick go-to tips for Companion cards?

A Companion card can only be requested by a Primary Vault user by navigating to:Vault Card → Add Companion Card.
The Primary user will add Companion's information and Invitation code will besent to Companion user's email.
The Companion profile and passcode is set up in-app by the Companion cardholder.
Upon requesting the card, there is a flat fee of €5 per card (funds must beavailable in the Companion cardholder's EUR wallet).
An ordered physical card will be sent to a Primary cardholder's address with theCompanion cardholder's name as the recipient.
The Primary user can add up to 3 Companion cards to their Vault Account.
The Load option is not available for Companion Cardholder, who can only receiveloads from the Primary cardholder (via Vault-to-Vault transfers).
The Primary cardholder can view Companion's Card details and transactions.
If you lose your card, or for any other reason, as a Companion cardholder, youcan freeze your card. However, only the Primary cardholder can unfreeze it.
A Companion Card requires the recipient to be over 13 years old for the youthproduct and 18 years old for the adult product.
Youth companion cards also have restrictions on some merchant types. Theseinclude: online gaming, liquor shops and bars, airlines and some otherage-related restricted merchants.

What are the differences between 'youth' and 'adult' Companion Cards?

An adult Companion card can only be issued to 18+ year old individuals.
A youth Companion cardholder cannot transfer funds to a bank account, while anadult Companion cardholder can.
A youth Companion cardholder cannot send funds to other Primary cardholders.
When a youth Companion Cardholder turns 18 years old, the system willautomatically update the account to the adult version.

How can I order a Companion Card?

A Vault Companion card can be requested by a Primary card holder by navigating to:Vault Card → Add Companion Card.

The primary user will need to indicate the Companion user's first name, surname,email address, date of birth and mobile number.

Once this is completed, the Companion user will receive an email with aninvitation code with which the Companion account registration can be finalized.

My Companion card just arrived. How do I activate it?

Companion user can activate a card by navigating to: Vault Card → ActivatePhysical Card. Primary cardholder can then load and manage Companion cardholder'saccount through the Vault Card section. To load funds onto a subsidiary account,just initiate a Vault-to-Vault transfer from your desired currency wallet andenter the Companion cardholder's email address on 9 digit token.

How can a Primary cardholder check their Companion Card transactions?

A Primary cardholder can navigate to: Vault card → swipe the top half of thescreen showing the card, left or right → select a subsidiary card or otherwise.The transactions menu will display the transaction history for any selected card,with full functionality available across all Vault cards.

6. LOADING MY VAULT ACCOUNT

How can I load my Vault account?

You can load in EUR, GBP, USD, CHF and PLN via a debit card load, or you can loadyour account by making a bank transfer load in EUR and GBP to your personal IBAN.

Can my Vault account have a unique IBAN?

You can now submit a request for a personal EUR/GBP IBAN by navigating to LoadFunds -> Bank Transfer via a currency wallet on Vault app.

Our Support Team will promptly review your request, and if approved, you will beissued your own IBAN for Vault.

How much will I be charged for a bank transfer load?

The bank transfer load fee via SEPA or Faster Payments is €1/£1. Receiving SWIFTtransfers in EUR or GBP will be charged €20/£20.

How can I load my Vault account via my personal debit card?

Navigate to: Wallets and then select the relevant currency wallet → Load Funds →Add Debit Card (you can add up to 3 debit cards). You can then load funds fromyour bank account to that currency wallet using your debit card, subject to anylimits imposed by your bank, and the funds will show up in your wallet and beinstantly available for spending.

Are there any tips that I need to know about before I load my Vault account withmy debit card?

Vault only accepts debit card loads using a card issued under the same name andsurname as the Vault account holder. Please note that loads with debit cardswhich belong to 3rd party cardholders are not permitted.
Please ensure the 3D Secure protocol is fully configured on your card bychecking with your debit-card issuing bank, as otherwise you may not be able toload.
It is not recommended to delete the debit card information and re-add the samecard again before every load, as this may restrict your ability to load funds.
To ensure the security of your account, the load function may be disabled if youcarry out several unsuccessful load attempts.
The maximum number of debit cards that can be saved is 3 debit cards.

In case of any questions or if you exceed any limits, please contact the VaultSupport Team via Live Chat or email at[emailprotected].

Is there a charge to load my Vault account with my personal debit card?

If your debit card is issued by a bank in the European Economic Area (EEA), a feeof 0.5% will be applied to the value loaded.

However, if your debit card has been issued by a bank based outside of the EEAregion, your bank will charge Vault a significantly higher fee for debit cardloading. Due to these bank charges, we must pass on a fee of 3% to the valueloaded for this type of loading. In this instance, we would recommend instead thatyou consider using bank transfer loading, particularly for larger amounts.

Can I load funds into my Vault account in any of the 27 currencies?

No, you cannot load funds straight into the additional 22 Transfer currencywallets in Vault. You can only load funds in 5 currencies (EUR, GBP, USD, CHF andPLN) using debit card loading method, or via bank transfer in EUR and GBP. Onceyou have loaded funds in one of the 5 currencies, you can then exchange into oneof the other additional 22 Transfer currencies.

How can I exchange currencies?

You can exchange currencies by navigating to: Wallets and then select the relevantcurrency wallet → Exchange. You will be prompted with a quote before committing tothe exchange, after which the action is irreversible.

Can I load via debit card or bank transfer if my personal bank account isdenominated in a currency other than one of the 5 loading currencies?

Yes, you can still make a load into one of the 5 loading currency wallets viadebit card or bank transfer in EUR and GBP, however your bank will determine theexchange rate at which your local currency is converted into your selectedcurrency./p>

Which currency should I use to load my Vault account?

We recommend that you load your Vault account in the same currency as your debitcard to benefit from Vault's attractive rates when exchanging currencies. Forexample, if you are using a GBP debit card, you should load money GBP into yourGBP wallet, and then exchange it to any other currency required later. If forinstance you try to load EUR using a GBP debit card then you may incurunfavourable exchange rates applied by your bank issuing the debit card, which areoutside of Vaults control.

How can I use the additional 22 Transfer currencies on Vault?

The additional 22 Transfer currencies are currently only available for converting,storing and transferring via bank transfer. Direct loading and spending areunavailable for the additional 22 Transfer currencies in Vault's current build.

Can third parties load my Vault Account with their debit card?

Loads made using debit cards issued in a name other than the Vault account ownerwill not be accepted for anti-money laundering reasons. Please also note thatviolation of this rule may result in account suspension.

How many debit card loads can I perform in one day?

You can perform a maximum of 3 debit card loads per day.

My debit card does not have a CVV. How can I load funds into the Vault account?

deVere Vault requires certain information for users to successfully load fundsinto their account (name, 16-digit card number, CVV/CVC code, expiry date). Cardswithout a CVV/CVC code are incompatible with the current Vault build and they arenot able to be scanned into the app.

My debit card does not have the cardholder's name

deVere Vault requires certain information for users to successfully load fundsinto their account (name, 16-digit card number, CVV/CVC code, expiry date). Cardswithout a cardholder's name are not able to be scanned into the app and areautomatically rejected.

Can third parties load my Vault account by bank transfer?

Vault accounts can receive bank transfers and Vault-to-Vault transfers from otherthird parties. However, please note that the first load to any Vault account mustbe made either using a debit card issued in the Vault account owners name; or viaa bank transfer from a bank account in the Vault account owners name. Nothird-party transfers will be permitted until a first load in the Vault accountowner's name has been verified.

Will I receive the full amount that the third party has sent by bank transfer tomy Vault account?

This will depend upon whether the third party selects to pay the bank transferfees at their end or charge these to deVere E-Money. Vault cannot be heldresponsible for any bank transfer fees charged by third-party organisations duringthe process of a bank transfer load from a bank account to deVere E-Money.

SEPA or Faster Payments bank transfers incur a fee of €1/£1. Receiving SWIFTtransfers in EUR or GBP will be charged €20/£20 respectively. Please note thatsending a bank transaction via SWIFT transfer may result in lower amount receivedthan originally sent due to fees charged by correspondent banks.

How should I make my bank transfer, by local or SWIFT transfer?

At the time of setting up your transfer, you may be asked to select on the onlinebanking portal for your personal bank account, by which method you wish totransfer the funds.

Presently, deVere E-Money can issue EUR and GBP personal IBANS which can receiveSWIFT payments, LOCAL UK Faster Payments and SEPA payments.

What are LOCAL and SWIFT transfers?

Local transfers
These are transfers made in a country's domestic currency and payment system.For instance, GBP transferred between two UK domiciled banks or EURtransferred between two banks domiciled in the Single European Payments Area(SEPA). This is normally the fastest and cheapest method of movingmoney.
SEPA Credit Transfers
The Single Euro Payments Area (SEPA) represents a new format for internationalbank transfers in Europe. Currently, SEPA comprises 34 countries, including 28EU member states alongside Iceland, Monaco, Switzerland, Liechtenstein, Norwayand San Marino. Its purpose is to simplify cross-border money transfers inEuros, which is the only currency SEPA supports. In many ways, a SEPA transferis like a local domestic transfer. Banks that support SEPA transfers eitherhave direct relationships established or a network of intermediary banks, thusallowing transfers to run across country borders.
SWIFT transfers
The Society of Worldwide Interbank Financial Telecommunication (SWIFT) is afinancial messaging system that runs on a network of tens of thousands offinancial institutions from around the world.
If you are transferring money across borders, for instance, GBP to Luxembourgor USD to Switzerland, you will typically need to use the SWIFT transfermethod. SWIFT does not actually send money, it simply sends messages betweenthe banks. Because of this, other systems that require more human interventionmust be used to transfer the actual funds, making SWIFT transfers slow.However, there is a trade-off, as the transfer method is easily traceable andcan be recalled if necessary. On the downside, the complex nature of thesetransfers incurs a fee, which gets passed on to consumers.

Who will pay the charges for my bank transfer load?

At the time of setting up your transfer, you may need to select on the onlinebanking portal for your personal bank account, how you wish to pay the banktransfer charges. If you are making a Local/SEPA transfer, you are likely to becharged a flat fee of up to €2. However, if you are making an international orSWIFT transfer, you are likely to be offered the choice of BEN, SHA, or OUR.

What are BEN, SHA, OUR payment instructions?

When making an international or SWIFT transfer, you, the sender will be promptedby your bank to choose which party will pay the bank transfer charges.

OUR, SHA & BEN are the common codes that you are likely to see when you setup a bank transfer payment from your own personal online banking portal.

The OUR instruction means you the sender will pay all bank transfer chargesupfront. This transfer method guarantees that Vault will get the exact amount youwish to load. If you use OUR, we will receive all your payment and credit the fullamount to your Vault wallet. This is the method that we suggest you use whilemaking bank transfer loads to Vault and we encourage making a smaller number oflarger values loads to minimise your bank transfer costs.

SHA (shared) transfers incur charges applied by both your bank and ourcorrespondent (intermediary) bank, over which we have no control. As such, wecannot guarantee that we will receive the exact amount you have transferred.Whilst this may appear to be an equitable method of sharing bank transfer charges,it can often lead to a higher overall bank transfer cost for you.

BEN (beneficiary) transfers incur no charges on the sender. We receive yourpayment minus all transfer charges which are deducted both by the correspondentbank and/or the receiving bank. Vault has no control over these charges.

Which bank transfer charging method should I use?

We usually recommend that when making a bank transfer load to Vault, you selectthe option to pay all the bank transfer charges up front as OUR's. The differencebetween OUR, SHA & BEN charges will vary depending upon the currency you aresending, where your bank is based and which transfer method you have selected(Local or SWIFT). We recommend that you test out several different methods oftransfer from your usual bank to find the most cost-effective method of loadingyour Vault account.

How quickly will loads appear in my Vault Account?

Funds loaded via registered debit cards appear instantly in the client's Vaultaccount. If the funds haven't appeared on your Vault account instantly, pleasecontact our support team. Ingoing transfers using the Local functionality takebetween 1 and 3 working days; Priority/SWIFT payments typically take between 2 and5 working days to reach your account.

What if I want to check the status of a bank transfer load?

For us to check the status of a bank transfer load, the Vault support team willrequire a proof of payment with all the details included in the transfer. Pleasecontact our Support team via Live Chat or email at[emailprotected] byattaching the necessary document and our team will gladly check the status of yourbank transfer load.

Is there a Minimum Load?

The minimum load requirement is a standard rate of 2.00 in any of the 5 loadingcurrencies. Loads below this value may be declined, charged and might notautomatically appear in the beneficiary's account.

How much can I load onto my Vault Account?

Clients can load up to €10,000 or equivalent in any of our other 5 loadingcurrencies per day via a debit card and up to €99,999 per day via bank transfer.

Can I load Vault via PayPal?

You can transfer funds from PayPal to Vault the way you would make a regular banktransfer. Please refer to the PayPal manual for more information.

Can I link my Vault card with Google Pay?

No, unfortunately the current Vault build is not compatible with Google Pay.

Can I link my Vault card with Apple Pay?

No, unfortunately the current Vault build is not compatible with Apple Pay.

Can I load another Vault user's account?

You can instantly transfer funds to other Vault users for free usingVault-to-Vault transfers. To do this, you must add your beneficiaries throughVault. Adding beneficiaries requires you to enter the registered email address orthe 9-digit account number of your prospective beneficiary. The funds can betransferred via Vault-to-Vault transfer by navigating to Wallets → Transfer → Sendmoney to Vault Users. Alternatively, to load another Vault user's account, you canalways use bank transfer loading method.

7. SPENDING ON MY VAULT CARD

Can I spend money using all 27 available currencies on Vault?

No, you can only use your virtual and physical Vault cards for spending directlyin the 4 Settlement currencies (EUR, GBP, USD and CHF). You can still spendindirectly in 120 currencies around the world where MasterCard is accepted. Tospend in currencies other than 4 Settlement currencies, you should hold funds inyour EUR wallet, as this is our default currency. Indirect spending in currenciesother than the 4 Settlement currencies is a more expensive option due tothird-party FX fees applied by the merchant's bank, which are outside of Vaultscontrol.

However, please note that you can still make bank transfers out of your Vaultaccount in any of the 27 currencies available in Vault.

How much can I spend on my Vault Card?

You can spend up to €4,500 in retail transactions every day and withdraw up to€600 at a time from any ATM that supports Mastercard services. You can conduct 4ATM transactions per day, with a total maximum withdrawal limit of €1,300 per day.For Companion Card spending limits, please navigate to Settings → Terms andConditions → Vault Prepaid Mastercard Terms and Conditions → 2. Using yourCard(s), and card fees → subsection 14 Adult Companion Card Fees and Limit Table.

What if I am offered a choice to pay/withdraw in a currency other than the localcurrency?

If the local currency is one of the 4 Settlement Currencies, it is always best topay in that currency to avoid unnecessary conversion costs, also known as DynamicCurrency Conversion or DCC. Opting to use Vault for your conversions will resultin a better rate than those offered by merchants or online retailers who willgenerally offer unfavourable exchange rates. Always remember to check the paymentterminal and if the amount is not shown in the local currency, then kindly ask forit to be changed. For example, you are in France and wish to pay at a localrestaurant; the merchant's terminal offers you the opportunity to pay in GBP orEUR and therefore you would select EUR to settle the bill from your EUR wallet. Ifyou were to select GBP, the merchant's bank would determine the exchange rate fromGBP to EUR, which would almost certainly be more unfavourable than the exchangerates within Vault.

What happens if I am not offered a choice to withdraw cash in a local currencywhen I am in a country that supports the 4 Settlement currencies?

Although the default currency of your Vault account is EUR, the card ismanufactured & issued in the UK. Some bank ATMs do not recognise that the Vaultcard is a multicurrency card, and the ATM reads the card chip and interprets thecard as being a UK issued GBP card. In this instance you should either cancel thetransaction and try a different bank ATM, or you will have to accept that the bankyou are withdrawing cash from will offer you an exchange rate for converting fromyour GBP wallet.

Mastercard regulations demand that ATM machines show users a converted rate beforea transaction. If this is not the case, kindly advise the Vault team with the nameof the ATM provider so that we may escalate the issue to Mastercard. This will notresult in a refund as it is outside of our reasonable control.

Can I withdraw cash from any of the 23 Transfer currency wallets?

No, any balance that you hold in one of the 23 Transfer currency wallets can onlybe used to pay bills via bank transfer. If you are in a country that does notsupport one of the 4 Settlement currencies, the bank that you are withdrawing cashfrom will offer you an exchange rate for converting from your default EUR walletinto the local currency you are trying to withdraw.

What if my bill amount exceeds my wallet balance in Vault?

Transactions that cannot be fulfilled due to lack of funds will be declined.However, you can manually convert funds from one of your other wallet balances orload more funds via debit card to solve the problem instantly, as funds areaccessible immediately.

What if my wallet's balance becomes negative?

In some cases, offline transactions or Vault fees for services you are using canlead to a negative balance in your account. As stated in our Terms & Conditions,if this happens, you agree to top up your account to rectify your outstandingbalance.

We will notify you if this happens, and we'll allow up to 7 business days to topup. If the balance is still negative after the deadline, Vault will automaticallycorrect the balance by initiating an exchange between accounts or by attempting totop up with your registered card.

Can I use my Vault card for security deposits, such as hotels and car hire?

We recommend that you do not use your Vault card for security deposits whenchecking into a hotel or hiring a car. We suggest using a credit or debit card insuch cases, and only using the Vault card to settle the final bill.

The funds issued from a Vault card for security deposits are given a temporary30-day block, as the Vault cards are not credit cards and hold a prepaid balance.You are asked to kindly use any other card for the security deposit, and yourVault card for normal transactions. The funds will still be pre-authorised on theother cards.

Can I use my Vault e-money account & prepaid MasterCard to pay via PayPal?

You should be able to link your Vault prepaid MasterCard to PayPal. PayPal has itsown verification standards which you will need to adhere to when linking yourVault card. PayPal will charge you a small fee to confirm your card, so werecommend that you load funds to the relevant currency Vault wallet prior tolinking your Vault account with PayPal. The fee will be credited back once thecard is confirmed and authorised.

Unfortunately, you cannot link your Vault e-money account to PayPal without aVault prepaid MasterCard as PayPal does not accept prepaid e-money accounts.

What should I do if I find an incorrect transaction on my account?

If you suspect an incorrect transaction please freeze your card via the app andcontact the Vault Support Team via Live Chat or email at[emailprotected] as soon aspossible.

8. TRANSFERRING MONEY FROM MY VAULT ACCOUNT

How do I initiate a bank transfer out of my Vault account to a bank account?

You can send funds directly from your Vault account to bank accounts around theworld, from within your app. To make a bank transfer out of Vault, please navigateto: Wallets → Transfer → To bank account. Kindly follow the instructions byentering all the transfer details required. If you are having any difficultiessetting up your first bank transfer, please contact the Vault Support Team viaLive Chat or email at[emailprotected].

How are funds transferred out of my Vault account to a bank account?

Vault has partnered with the UK global payments and foreign exchange firm, “TheCurrency Cloud”, to perform these transfers on behalf of Vault clients, usingBarclays bank UK plc.

What is the difference between a Local transfer and a SWIFT transfer?

When setting up a bank transfer within the Vault app you will be asked whether youwant to make a local transfer or a SWIFT transfer.

Local transfers
These are transfers made in a country's domestic currency and payment system.For instance, GBP transferred between two UK domiciled banks or EURtransferred between two SEPA domiciled banks. This is normally thefastest and cheapest method of moving money. Keep in mind that localtransfers cannot be traced or recalled.
SEPA Transfers
The Single Euro Payments Area (SEPA) represents a new format for internationalbank transfers in Europe. Currently, SEPA comprises 34 countries, including 28EU member states alongside Iceland, Monaco, Switzerland, Liechtenstein, Norwayand San Marino. Its purpose is to simplify cross-border money transfers inEuro, which is the only currency SEPA supports.
In many ways, a SEPA transfer is like a local domestic transfer. Banks thatsupport SEPA transfers either have direct relationships established or anetwork of intermediary banks, thus allowing transfers to run across countryborders.
SWIFT transfers
The Society of Worldwide Interbank Financial Telecommunication (SWIFT) is afinancial messaging system that runs on a network of tens of thousands offinancial institutions from around the world.
If you are transferring money across borders, for instance, GBP to Luxembourgor USD to Switzerland, you will typically need to use the SWIFT transfermethod.
SWIFT does not actually send money, it simply sends messages between thebanks. Because of this, other systems that require more human interventionmust be used to transfer the actual funds, making SWIFT transfers slow.However, there is a trade-off, as the transfer method is easily traceable andcan be recalled if necessary. Please note that as indicated in our Terms &Conditions, Vault charges 10 GBP fee if a trace or recall is requested.

How quickly will my bank transfer payment from Vault be received?

Outgoing transfers using the Local functionality take between 1 and 3 working daysdepending upon the destination; Priority/SWIFT payments typically take between 2and 5 working days to reach the recipient's account. Some Local payments will bequicker than a Priority/SWIFT payment, especially for the UK, SEPA and USApayments network.

What can I do if I made a bank transfer out of Vault to the wrong account?

You can utilize a limited 10-minute leeway period during our payment serviceprovider's clearing hours (9:45 to 16:00 London time) to cancel any transfers outof Vault, after which transfers are deemed verified and therefore irreversible.Transfers made during offline hours will be conducted on the following workingday. You are urged to establish the correct details before committing to atransfer. For Vault-to-Vault transfers, these occur instantly so you areencouraged to make sure the correct details are inputted before committing to atransfer.

If money is transferred to the wrong account, please contact the Vault SupportTeam via Live Chat or email at[emailprotected]

How can I edit/delete a beneficiary while making a bank transfer out of Vault?

To edit/delete a beneficiary, please press and hold the beneficiary entry buttonand swipe left.

What is a Vault-to-Vault transfer?

Clients can instantly transfer money free of charge from any of the 27 currencywallets to other Vault users by indicating their 9 Digit Token or an emailaddress, which they used for registering to Vault.

How do I do a Vault-to-Vault transfer?

You should navigate to: Transfer Funds → send money to Vault User. You will needto identify the other Vault beneficiary using either their Vault registered emailaddress or their unique 9-digit Vault account number.

Once you have added a beneficiary, they will remain on your contact listindefinitely unless you manually delete them. To affect the transfer, you mustselect the beneficiary and enter the currency-specific value to be transferred,and press submit. Upon process completing, the money is transferred to your chosenbeneficiary.

The beneficiary will receive a notification message in their Vault application andan email advising them that they have received a transfer which will include thevalue you have sent.

How can I request money from another Vault user?

Please select the preferred wallet and choose Transfer → Request money from Vaultuser → Click “+” to request money from any Vault user. If you wish to cancel thetransaction, please swipe to the left and press cancel.

Can I set up a regular payment?

Yes, you can navigate to: Transfer Funds → Auto payment and set up the relevantbeneficiary's bank or Vault account details including selecting the amount andfrequency of the autopayment. The beneficiary will receive a message in theirVault application and an email advising them that they have received a transferwhich will include the value you have sent.

How can I cancel regular payment?

Pease navigate to the wallets and choose the preferred Wallet → Transfer → Autopayment. Then please swipe to the left and press "Delete".

CAD local payments

Starting from 21st November 2019, some certain jurisdiction restrictions may applywhen initiating CAD local payments. Please note that these restrictions are notaffecting SWIFT transfers, as they can be initiated as usual. Following theguidelines imposed by our banking partner, kindly note that local CAD paymentswill not be permitted if the beneficiary or the sender is from any of thefollowing jurisdictions:

United Arab Emirates
Bahrain
Democratic Republic of the Congo
Central African Republic
Cuba
Egypt
Eritrea
Israel
Iraq
Iran
Jordan
North Korea
Kuwait
Lebanon
Libya
Mali
Myanmar
Nicaragua
Oman
Qatar
Russia
Saudi Arabia
Sudan
Somalia
South Sudan
Syria
Turkey
Ukraine
Venezuela
Yemen
Zimbabwe

9. USAGE RATES & FEES

How much does it cost to apply for a Vault card?

Virtual cards are free but if you apply for a physical card, there is a fee of €5including delivery (the funds must be available in the primary cardholder's EURwallet).

How much does it cost to replace a Vault card?

If you need to replace your Vault card, there is a fee of €5 including delivery(the funds must be available in the primary cardholder's EUR wallet).

How much does it cost to withdraw cash from a bank ATM using my Vault card?

All cash withdrawal transactions will incur a 1% fee of the amount withdrawn inthat currency. The Minimum fee will be 2€/2£ respectively.:

Please be aware that the maximum withdrawal on the Vault Card is up to €600 at atime, up to 4 times per day, with a total maximum withdrawal of €1,300 per day

Will I be charged for ATM withdrawals outside of the European Economic Area?

Vault charges a small fee for ATM withdrawals, but you should note that certainATM machines might also charge fees for their services which are outside ofVault's control.

For instance, please note that many ATMs in Thailand will apply a charge for cashwithdrawals, usually 150 Thai Baht (about £3), regardless of the amount withdrawn.Most US banks also apply charges, but they normally inform customers about thisprior to the withdrawal. Vault cannot account for third party ATM charges, as wedo not have any control over such costs. For more details, please navigate toSettings → Terms and Conditions → Vault Prepaid Mastercard Terms and Conditions →2. Using your Card(s), and card fees → subsection 14 Primary Card Fees and LimitTable.

How much does it cost to load my Vault account with a debit card?

If your debit card is issued by a bank in the European Economic Area (EEA), a feeof 0.5% will be applied to the value loaded.

However, if your debit card has been issued by a bank based outside the EEAregion, your bank will charge Vault a significantly higher fee for debit cardloading. Due to these bank charges, in these cases we must pass on a fee of 3% ofthe value loaded. In this instance, we would recommend instead that you considerusing bank transfer loading, particularly for larger amounts.

For more details, please navigate to Settings → Terms and Conditions → VaultPrepaid Mastercard Terms and Conditions → 2. Using your Card(s), and card fees →subsection 14 Primary Card Fees and Limit Table.

How much does it cost to load my Vault account with a bank transfer?

SEPA or Faster Payments bank transfers incur a fee of €1/£1.

If you are sending your bank transfer via SWIFT, then there may be additionalcharges applied by correspondent banks depending upon where your bank is based,the currency which you are transferring and the transfer charging option you haveselected. Vault charges €20/£20 for incoming EUR and GBP SWIFT transfers.

What currency exchange rate will be applied when converting from one currency toanother within my Vault app?

All our currency exchange rates are live during UK trading hours, meaning theexact rate of exchange will be displayed within the app and applied to any fundsthat you subsequently convert. You will always be prompted with a quote beforecommitting to the exchange, after which the action is irreversible.

Converting currency out of UK foreign exchange trading hours will incur a premiumsince markets are closed. This small fee will be included in the quote.

What are the Dynamic FX Rate Alerts, found in the Settings section?

Now you can set up or manage your own exchange rate alerts. Please navigate toSettings → Dynamic FX Rate Alerts. You can manually select values from RateSelector and enter your own rate. For example, within Dynamic FX Rate Alerts,select the currency you wish to sell e.g. GBP and select the currency you wish tobuy e.g. EUR. Then enter the exchange rate at which you want to buy EUR, e.g. 1GBP = 1.11 EUR and set the alert. Afterwards, when GBP rises to 1.11 or higheragainst the EUR, we will send you a notification and you can decide whether topurchase your chosen currency.

What are the fees for transfers out of the Vault app?

You may find information related to the cost of transfers out of Vault bynavigating to: Settings → Terms and Conditions → E-Money Terms and Conditions →Section 9. Transfer Out Functionality → Subsection 15 Fee Details.https://www.devere-vault.com/terms

In section 15 you can identify the Local fee transfer costs based upon thecurrency you are transferring. Our underlying banking partner applies a newpayment method for SWIFT payments in order to follow Payments Services Directive 2(PSD2), that aims to create transparency, greater competition and better securityin correspondent banking across Europe. This pricing method is based not just onthe currency being remitted as previously, but also now on the beneficiary countrytier as well:

Tier 1 - £14
Tier 2 - £17
Tier 3 - £28
Tier 4 - £35

You can look up the tier of your payment destinationhere. Please note that your funds will be automatically converted into the samecurrency as that of the recipient when you affect a payment. While every measureis taken to ensure transparency for any client-charges, deVere Vault cannotguarantee that the recipient bank will not issue any additional charge(s) on itsend, as this is out of our reasonable control. For example, if you aretransferring to a UAE bank account, you should transfer AED from your AED wallet;if you transfer USD then the recipients bank will convert to AED upon receipt andmay charge you a fee.

Clients should be aware that this is particularly relevant when sending a nationalcurrency such as USD to countries other than the USA. In such cases, all US fundtransfers are routed through a US-based bank which can incur client-side charges.

Please also note that for tracing or recalling transfers out of Vault, additionalcharges may apply.

Are there any amount limits for the transfers out of Vault?

There are amount limits for Local transfers out of Vault, however, SWIFT transfersout of Vault are not limited. You may find information related to local limits fortransfers out of Vault by navigating to: Settings → Terms and Conditions → E-MoneyTerms and Conditions → Section 8. Transfer Out Functionality → Subsection 15 FeeDetails.

Are there any countries that I can't make transfers out of Vault to?

Yes, in accordance with anti-money laundering and sanctions screeningrequirements, we are currently unable to support transfers to the followingcountries:

Afghanistan
Belarus
Crimea
Cuba
Democratic People's Republic of Korea
Donetsk People's Republic (contested region of Ukraine)
Iran
Iraq
Libya
Luhansk People's Republic (contested region of Ukraine)
North Korea
Russia
Somalia
South Sudan
Sudan
Syria
Venezuela

Please navigate to: Settings → Terms and Conditions → E-Money Terms and Conditions→ Section 8. Transfer Out Functionality → Subsection 16 as these countries aresubject to change

Are there any prohibited industries that I can't make payments out of Vault to?

Yes, currently, deVere Vault is unable to support bank transfers to some specificbeneficiaries. This is due to deVere Vault agreements with intermediary bankingtransaction parties as well as compliance rules enforced by authorities on suchtransactions. These beneficiaries are primarily those linked or associated withthe following activities:

Activities aimed at circumventing security controls (software, hardware)
Adult services connected to human trafficking or child abuse; intermediation ofprostitution; production, visual broadcasting of p*rnography or striptease clubs(the approach does not include literature, toys, DVD's, educational orscientific material or dating sites)
Arms / dual use goods/ human organs/ammunition/explosives/defense/military
Auction organization and execution
Binary options
Carbon Credits
Companies formed of Bearer Shares
Counterfeit goods and violation of intellectual property, items that violatessomeone's privacy
Dealers in Precious Metals and Stones, Art
Debt restructuring, credit repair, debt settlement, providing credit, debtcollections
Electronic money institution / Electronic money related activities/MSB's/Paymentinstitution / provision of payment services
Fourth party payment & multi-layered MSB arrangements
Get rich quick scheme
Hawala or informal value transfer system
High Value Dealers
Multi-level Marketing (MLM)
Offshore bank transactions/ Shell banks
Pawnbrokers
Piracy or illegal streaming
Political/religious organisations engaged in hate speech
Prostitution
Pyramid or Ponzi scheme or multi-level marketing programs
Remittances funded in cash; Cash and Check Handling: Check Cashing, DepositTaking, Cash Transfer
Sanctioned entities
Shell Banks/Companies
Transactions for goods subject to export prohibition/restrictions
Transactions with living animals (exceptions possible like for payments forhorse riding, or dog classes)
Unlicensed charities
Un-licensed FX broker
Unregulated Crypto-currency exchanges
Unregulated financial services (where licensing required)
Unregulated Gambling platforms
Unregulated pharmaceuticals / food supplements (e. g. “nutraceuticals”)
Virtual Currency Trading

10. MOST FREQUENT CONCERNS

Why was I charged twice after a dinner in a restaurant?

Some restaurants, particularly in the USA, will allow the option of adding a tipto the bill after they have processed the payment. If a tip is agreed upon, thenthe restaurant will probably process a second transaction for the total bill withthe tip included. Most likely, you will only be prompted once about an additionalfee. deVere Vault recommends paying the tip in cash, as outstanding authorisationscan take up to 30 days to be released.

An “offline authorisation” is shown in the app. Was I charged twice?

In some cases, an offline authorisation is performed by the merchant which doesnot disappear once the authorisation is settled. The initial authorization of theusual transaction which you can see in your statement most of the time is shown as“Auth” which turns to “Fin” once the transaction is cleared (settled), usually ina few days' time.

However, the initial authorisation of an offline transaction stays on the Vaultstatement together with the settlement and that is why it might seem as a doublecharge.

How are “Auth.” and “Fin.” transactions different?

In your “Wallets” and “Transactions” sections, the characters preceding eachtransaction titled “Auth” or “Fin”, mean that the transaction is still pending,and that the funds have been settled, respectively.

Please note that the initial authorisation “Auth” turns to “Fin” once thetransaction is settled, usually in a few days' time.

Can I use my Vault Card during a flight?

Vault cards may not always work during flights as some airlines do not have a liveconnection to authorise transactions, in which case Vault transactions may notwork temporarily. Vault cards are prepaid cards and should not be used offlineduring a flight.

Why did my card not work at an automated petrol pump?

Unfortunately, most automated petrol pumps do not authorise the exact value of atransaction, so such services are not supported by Vault. We recommend usingphysical cash when at a service station.

Why is Vault not accepted by certain websites?

Certain websites only accept Credit or Debit cards. This is common with bookingwebsites, which would usually only accept credit cards. Please be informed thatVault is a PREPAID card, so clients should always check the payment optionsavailable on the website.

Also, if you have registered your virtual card details to any merchant while yourphysical card was not activated, please provide the new expiry date after youactivate the physical card.

What happens if I need to return an item that I have purchased using my VaultCard?

Each retail store has its own returns policy and will handle the returns in thesame manner as any other Mastercard transaction. Processed refunds will appear onuser Vault accounts in the same currency as they were made in.

What happens if a transaction is reversed to my Vault account?

If a transaction has been reversed or a refund has been made, you will not see areversal as a separate transaction, however, there will be more funds added toyour Vault account. Should you need more information on the specific reversal,please contact the Vault Support Team via Live Chat or email at[emailprotected].

What happens if I lose my phone?

In such instances, clients are advised to contact the local authoritiesimmediately. Clients should use a different device to log in to their account andchange their password. Clients should also contact the Vault Support Team via LiveChat or email at[emailprotected] so that ourteam can take the necessary steps needed to protect client Vault accounts.

Is there anything I shouldn't use my card for?

Clients are advised to refrain from using their Vault card for hotel or carreservations, tips at restaurants or automated petrol pumps.

Can I invite friends to open a Vault account?

Yes, an invite “Connect a Friend” function is now available on Vault. So, you cannow share your seamless Vault experience with your friends!

How do I save money using Vault?

The best part about using Vault is low exchange rates. The conversion rates arebased on live market rates from the UK Foreign Exchange Market during tradinghours. There is a minor spread applied to the live feed, which is still muchcheaper than most banks or agency exchange rates. To add to that, we do not placeany administration fees on our users, which makes us one of a kind in thefinancial sector!

ATM did not dispense my cash.

If an ATM did not dispense cash, please contact the ATM owners first as theproblem might have occurred due to an issue outside our control. Record the exacttime, date, and location of the malfunction and the ATM provider. Please take areceipt if possible. If an ATM fails to give you money, report the problem as soonas possible by immediately contacting us via our Live Chat or email at[emailprotected].

Can I get cashback with the Vault card?

Prepaid cards and credit cards do not support the Cashback feature, so you willnot be able to receive a cashback from a merchant.

Can I download a statement?

Transaction statements can be downloaded by navigating to: Transactions → save(located in the top right corner). You can specify a date range and export thedocument as a PDF file to view your statement.

What if I want to change my personal information in the Settings?

For anti-money laundering and security reasons, it is not possible for you tochange vital information like your email address, residential address, surname,etc within the app. To change this kind of information please contact the VaultSupport Team via Live Chat or email at[emailprotected] you may beasked to provide documentation to prove the changes required.

What if my app crashes at some stage?

While this should not happen, we advise the following measures before contactingthe Vault support team:

Delete your Vault application - note you will not lose your personal accountdata.
Switch off and then restart your phone. This is an important step that you mustnot skip.
Update your phone's operating system to the newest version if any updates areavailable.
Re-install the app from the relevant app store, and log back into your Vaultaccount.

If the issue still persists, please contact the Vault Support Team via Live Chator email at [emailprotected] and provide your mobile device properties(Operating System, Model, Operating System Version).

Can I use my Vault account to purchase cryptocurrencies?

If you wish to purchase cryptocurrencies, we recommend that you download the“deVere Crypto” app, and use our free Vault-to-Vault transfer function to fundyour deVere Crypto account. Vault does not provide the service for account holdersto buy, sell and store cryptocurrencies. Please refer to the deVere Crypto appinstead.

If you wish to purchase cryptocurrencies, we recommend that you download the“deVere Crypto” app, and use our free Vault-to-Vault transfer function to fundyour deVere Crypto account. Currently, buying and selling cryptocurrencies is anentirely unregulated activity and as such, Vault does not provide the service foraccount holders to buy and store cryptocurrencies. Please find more information onthedeVere Crypto app.

Why did I get an Enhanced Due Diligence (EDD) request?

As a regulated e-money issuer, we are obliged under EU law to collect additionalinformation about you and your Source of Funds (SoF). The additional informationincludes supporting documentation - original documents or their copies as well ascopies approved by notary depending on the requirements. You are likely to havebeen asked for this information because you may have exceeded certain loading andspending limits.

What if I want to make a transfer out of my Vault account to a HSBC Jersey bankaccount?

HSBC Jersey can only accept bank transfers from Vault in EUR and GBP via SWIFT.Please make sure that the Transfer Mode selected is a SWIFT payment. The HSBCJersey branch is in fact a branch of HSBC's Canary Wharf office in London and doesnot support bank transfers in EUR via the Single European Payments Area creditsystem.

11. SOURCE OF FUNDS DOCUMENTATION REQUIREMENTS

As a regulated financial institution, we are obliged to collect additionalinformation and documentation about you and your Source of Funds (SoF). Theadditional information might include your bank statement and supporting documents(original documents or their copies as well as copies approved by notary dependingon the requirements):

If your SoF is salary, we expect you to provide us with the copies of yourrecent payslips issued within the last 90 days or a work contract with yourcompensation visible along with your bank statement for the last 90 days withyour income and current balance visible. If you receive your compensation incash, please provide the cash slips or similar documentation.
If you are self-employed, please provide your recent invoices for the servicesprovided issued within the last 90 days or contracts with the compensationvisible along with your bank statement for the last 90 days with your income andcurrent balance visible.
If your SoF is savings, we are required to understand what your source ofsavings is. You are expected to provide us with a bank statement indicating thecurrent balance of your savings account and relevant documents indicating thesource of your savings (payslips, loan agreement, etc.).
If your SoF is retirement payments, please provide us with your bank statementfor the last 90 days with your retirement payments and current balance visible.If possible, please provide any other documents confirming your retirement (e.g.retirement notifications, etc.).
If your SoF is received from rental payments, please provide us with your bankstatement for the last 90 days with the payments and current balance visiblealong with your rent agreement.
If your SoF derives from the sale of property, please provide us with a copy ofthe sale agreement. We would also require a bank statement indicating theproceeds of the sale being credited to your bank account.
If your SoF is a loan, please provide a loan agreement document and a bankstatement indicating the credited funds along with your current balance.
If you have inherited wealth, please upload the inheritance will and a bankstatement indicating the credited funds along with your current balance.
If your SoF is different than listed above, please contact us via in-app supportor by emailing us at[emailprotected] so thatwe could assist you.