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Frequently Asked Questions


Why Use The Vault App?

  • Why use The Vault App as a customer?

    Pay for products or services using The Vault App. The app allows you to add your credit and/or debit card on file as your payment method. The Vault App is A Better Way to Pay.

    The Vault App does not share your personal information. Be confident that your payment will be processed safely and accurately. We maintain all of your information on our secured database and only provide your credit and/or debit card information to our bank to process your transaction. We do not share any of this information with the vendor you are purchasing from.

    The Vault App understands the frustration of hidden fees. Our low rates are transparent. You must approve each transaction with all of the fees clearly detailed before it is processed.

  • Why use The Vault App for Business?

    The Vault App allows your customers a faster, easier way to pay. In just a few easy steps, your customer can pay you with their personal credit and/or debit cards. No paper or PIN codes required.

    Purchases made through payment apps have been proven to increase sales when customers can easily pay with their personal credit and/or debit cards, rather than cash. Dramatically boost your sales using The Vault App.

    The Vault App also gives you the ability to pay your vendors (as long as they have a business account with The Vault App). To initiate a B2B transfer, Vendors simply enter the 'Request Amount', the "Unique ID" of the Business they are requesting from, and hit send! They will receive their funds within five business days via bank transfer.

    The Vault App helps build customer loyalty and provides a secure, reliable, and convenient way to pay.

    The Vault App has a number of reports to provide insights into your business activities. You will have the ability to track your sales by date, sales representative and customer.

    The Vault App allows your customer to give a gratuity to the sales representative with the tip without feeling obligated to put cash in that big plastic container!

  • How does The Vault App work?

    Simply download The Vault App from your App Store or Google Play account. Once downloaded, register using your phone number and insert a "preferred method of payment". You are able to add additional cards for added convenience. Once entered, you will have the ability to pay for products or services anywhere The Vault App is accepted.


Payments & Fees

  • Can I be charged without authorizing a payment?

    The Vault Business and the customer must process the transaction together within a five-minute time frame in order for the transaction to be successfully approved.

  • Service Fees

    The standard Vault fee is $2.00. Individual Retail location fees may vary.

  • Is there a minimum per transaction?

    Yes, the minimum transaction amount is $5.00, exclusive of gratuity. However, individual Retailer locations may vary.

  • Can I use a prepaid card, Paypal, or ACH account?

    The Vault App accepts Visa and MasterCard. Check cards or debit cards with either a Visa or MasterCard logo are also supported. American Express, Discover, JCB, Prepaid cards, PayPal, and ACH are not yet accepted at this time.

    The Vault App does not accept EBT (SNAP, TANF).


Logging In

  • I am having difficulties logging in from my smartphone

    If you are unable to sign into your account using the App, you may be entering in the wrong phone number or The Vault App login code.You will need to contact customer service for further help.

    Please call us at 1-800-244-9613 for further help. or message us.

  • Am I able to login to my account on The Vault App website?

    Customers may only log in to their accounts using the mobile app. The Vault App Business Accounts are able to log in to their account using The Vault App Website.

  • Can I access my business account via the mobile app?

    Business Accounts can view their account portal via The Vault App website. Retailers have the ability to request funds from a customer using the mobile app.

  • Am I able to create a separate login for my employees?

    Yes, as the Business Account Owner, you are able to create Sub-Accounts for your employees and sales representatives and give them either Admin or Sub-Account privileges. Admin Privileges will enable the user to do a variety of business activities, such as view all of the sales and reports for the account, create new Sub-Accounts, as well as "Request funds from this customer”. Sub-Accounts will only be able to request funds from The Vault App Customer, as well as view their own transactions and tips. Both the Admin and Sub-Accounts will have a unique login.


Security

  • Keeping your account secure

    The Vault App never shares your payment details with any company other than our banking partners, which is necessary to successfully process each transaction.

  • Unauthorized activity

    If you notice unusual activity on your account, please contact The Vault App Customer Service immediately. The Vault App will investigate this issue and commit to resolving your issues in a timely manner. Email: support@thevaultapp.com Phone: 800-244-9613.

  • Buyer protection

    The Vault App ensures that all transactions are accurate. For full details relating to ‘Buyer Protection’, please refer to our 'User Agreement'.

  • How to change an employee account from one retailer to another

    Step 1: Log in to your Retailer account.

    Step 2: Select the ‘Accounts’ tab shown on the page header.

    Step 3: Select the employee and change action status from ‘Active' to ‘Inactive’.

    Step 4: Click the employee ‘Edit’ icon to the left of their name and remove the email address. Once removed, select “Save” to update changes.

    Step 5: Log into the new Retailer account that the employee will now appear under.

    Step 6: Select the ‘Accounts’ tab shown on the page header.

    Step 7: Select “ Create Employee” using the original email.


Referral & Promotion

  • How does The Vault App referral code work?

    Referring a friend to The Vault App is done in one easy step - Press the “Refer a Friend” tab on the app, where you will be instructed to enter their phone number. Once the referral has been sent, the recipient will receive a text message with instructions on how to download The Vault App. Once the person signs up and spends a minimum of $50 through The Vault App, a $5 credit will be added to your account.

  • How to promote your business with The Vault App

    Display The Vault App logo sticker prominently in your storefront so that customers are aware that they can use The Vault App for their purchases.