FAQ

Getting started 


How do I get started?

Open the box, turn on the Samsung smartphone and connect it to the internet. Once connected, the device will automatically configure the necessary settings and download the app needed to receive digital payments, allowing you to get started right away!

 

How can I open a Viva Wallet Business Account? 

  1. When asked if you want to use the account for business purposes, select YES and Continue.  

  1. Select the country where your company's head office is located, enter the business name and continue.  

  1. Enter the legal name and VAT number and select the legal entity type from the list.  

  1. Select the merchant category and business activity.  

  1. Enter the required details related to the business structure.  

  1. Indicate whether you are an authorised representative of the company to open an account and click Continue.  

  1. Enter the company's VAT number.  

  1. Enter the required details about the company's trading activity and financial profile.  

  1. If your company's legal entity is N.V., enter the required details regarding its listing or non-listing on the stock exchange. 

  1. Enter the required additional details regarding the company (presence abroad, any subsidiaries, etc.).  

  1. Enter the address of the company's head office.  

  1. Proceed to the Addition of Related Persons and enter all required details  

  1. Your account creation is complete and you can now log in. 

> https://youtu.be/iIre6CInd5g  

 

I already have a business Viva Wallet Account. How can I create another one? 

If you wish to open an additional business account, you will need to do the following:  

  1. Log in using your credentials  

  1. Press the Create Account button.  

 

In order to open an account with yourself as administrator using the new business’s details, which will have a different VAT number. 

 

I did not receive a confirmation email for my registration. What should I do? 

In this instance, make sure you have access to your registration email, and then check the Spam folder. If you do not find the confirmation email there, contact Viva Wallet via the live chat option, in order to check it.  

 

How can I log in to my business account? 

  1. Open the Viva Wallet home page in your browser and click on the Login button. 

  1. Enter the registered mobile number (minus the leading zero). 

  1. Enter the password and click on the Continue button. A Push Notification is being sent to an enrolled mobile device. 

  1. Tap on the notification received on your mobile to view the approval request. 

  1. Log in to the Viva Wallet Mobile app using the mobile phones biometrics (Face ID/ Touch ID), if enabled. 

  1. Review the request (Authorize or Reject). 

  1. Once authorizing the request, you will be logged in to your account. 

 

 

I want to change the trade name of my company. What should I do? 

If you wish to change your trade name, you need to log into your Viva Wallet Business Account and contact us via Live Chat with the request to change the existing trade name to the desired trade name, we will then process it for you.  

 

I forgot my username. What should I do? 

The username of your Viva Wallet Account is your registration mobile phone.  

If you do not remember your mobile number, you will need to send an email to support@vivawallet.com from your registration email.  

The request must include the following information:  

  1. The name of your business  

  1. The VAT number of your business  

You will be informed about the progress of your request via email in your registration email.  

 

I forgot my password. How do I reset it? 

  1. Click on the log in button on the Viva Wallet website.  

  1. Click on the I forgot my password link.  

  1. Enter the registered telephone number and select reset password.  

  1. You will receive a 6 digit code to your registered telephone number. You enter it as below and select Continue. 

  1. You create a New Password and select Complete. 

 

How do I change the password of my account? 

  1. Log in to your account. 

  1. Select Settings and Profile. 

  1. Navigate to the BUSINESS ACCOUNT SIGN-IN DETAILS and click Change next to the password.  

  1. Enter the existing password in the first fiel. 

  1. Enter the new password in the second field. 

  1. Confirm the new password in the third field.  

  1. Click the Change button. 

 

How can I change the address of my business account? 

If you wish to change your address, please log in to your Viva Wallet Business Account and contact us via live chat stating your new address, so that your request can be processed. You will also need to have a document certifying your new address.  

 

How do I change my registered email address? 

  1. Log in to your Viva Wallet Account.  

  1. Select Settings and Profile.  

  1. In Business Account Contact Details, select Primary e-mail and write your new email into the field that opens.  

  1. To save your changes, select the green symbol of confirmation.  

  1. At this point, you will receive a notification email containing a link to your new email address, which you will need to click on in order to confirm the address. 

 

How do I change my registered mobile number? 

  1. Log in to your Viva Wallet Account.  

  1. Choose Settings and Profile from the menu on the left.  

  1. Navigate to Business Account Login Information and select Change, at your mobile number.  

  1. Enter the 6-digit confirmation code you received on your old mobile phone number to the respective field and select Continue.  

  1. Enter the new mobile phone number to the respective field and select verification.  

  1. Enter the 6-digit confirmation code you received on your new mobile phone number to the respective field and select Change.  

 

I received a notification that my business account needs verification. What should I do? 

  1. Log in to your Viva Wallet Business Accoun.  

  1. Select from the Menu, Settings and Profile. 

  1. Select “Account Verification” to begin the proces. 

 

Receiving payments 

What is the Viva Wallet POS app? 

Viva Wallet POS is a free application available for Android and iOS devices that allows you to accept card payments. Works with Bluetooth connection of a mini terminal device, on Android and iOS devices.  

 

How do I activate the Viva Wallet POS Android application? 

  1. Open the Viva Wallet POS Application. 

  1. Wait for the Tap On Phone welcome screen to appea. 

  1. Swipe left on the screen to display the welcome screen that is referred to the connection of the Mini Card Reader, Pocket Card Terminal and Android terminals. 

  1. Repeat it until the next screen appears. 

  1. Choose one of the following options and select Next, depending on your role:  

  1. If you are the business owner  

  1. If you are an employee or an account user 

 

How can I charge a card with my mobile phone? 

Viva Wallet allows you to charge your customers' cards via your smartphone, using the Tap On Phone service. 

 

How do I enable Tap On Phone feature? 

After downloading and logging into the Viva Wallet POS app, if your device is compatible, the relevant activation option will appear on the screen. By selecting it, you will be able to receive contactless payments directly on your device. 

 

What do I have to do to accept payments using the Tap on Phone feature? 

  1. Own a Viva Wallet Business Account. 

  1. Own a mobile/ tablet with an Android version of at least 8.1 and with NFC (Near Field Communication) technology. 

  1. Download the latest version of the Viva Wallet POS app from Google Play Store. 

 

How do I use the Tap On Phone feature to charge a card? 

  1. Sign into the Viva Wallet POS app.  

  1. Enter the amount on the app's home screen.  

  1. Ask the cardholder to tap the card on the back of your device.  

  1. The result of the transaction will appear on the app's home screen.  

 

 

I am trying to perform a transaction through the Viva Wallet POS app, and it fails. What's wrong? 

Please make sure that: 

  • You are using an Android device (Phone/tablet) operating in Android version 8.1 and above 

  • The card you are trying to charge supports contactless transactions 

  • Your device (phone/tablet) supports NFC technology and the NFC setting is activated. 

Additionally, you can try tapping the card lightly on the back of your device until you hear the characteristic sound indicating that the card details have been successfully read. Each device reads the card at a different point, you can place a small sticker in the right place to locate it more easily next time! 

 

What is the commission for the transactions made through the Viva Wallet POS app? 

The commission charged is the same as in all card present transactions, according to our price list. 

 

Which payment cards / credit card brands does Viva Wallet support? 
You can receive payments from the following credit, debit and prepaid cards: 

  • Visa 

  • MasterCard 

  • American Express 

  • Maestro 

  • Bancontact 

  • Dining/ Discover 

  • JCB 

 

If the transaction amount exceeds the contactless limit of the card, can I use the Viva Wallet POS App with the Tap on Phone feature? 

Yes, you can. In the instance where the amount exceeds the contactless limit of the card, the cardholder will be asked to enter their PIN. 

 

How can I send a receipt to a customer for a Tap On Phone transaction? 

Upon completion of the transaction via Tap on Phone, you have the option to send the receipt either via email/SMS, or print it if you have a compatible printer. To send a recept, select SHARE RECEIPT so that the transaction receipt can be sent via all available methods from your mobile/ tablet.  


How to cancel or refund a transaction? 

Cancel 

  1. Tap the three horizontal lines in the upper left corner to navigate to the menu. 

  1. Tap Cancel. 

  1. Tap or insert the card or device that was used for the transaction you want to Cancel. 

  1. Transactions made with card will load. Tap on the payment you'd like to refund. 

  1. Tap Yes. 

 

Refund  

  1. Tap on Sales on the bottom tap-bar to access Sales Dashboard. 

  1. Scroll to the bottom and tap View all transactions. 

  1. Tap Refund. 

  1. Enter the amount you'd like to refund and a reference, and tap Perform refund. 


After sales support 

What to do when my device is broken? 

If your device is broken, you can ask mobco to repair it.  
Please send an email to webshop@mob.co with your contact details and pickup address. 

Mobco will pick up the device and send a quote for the repair. Upon acceptance of the repair cost, the repaired device will be sent back to you. 

Before sending a device in, the following actions need to be taken: 

-       Back Up Device 

-       Remove ‘Find My Device’ 

-       Erase content and settings 


How do I backup my device? 

  1. Open the Settings app on your device 

  1. Tap on Google 

  1. Go into Backup 

  1. Toggle on Backup by Google One 

  1. Go back to the main Backup settings 

  1. Tap on Back up now 


How do I remove ‘find my device’? 

  1. Open your device's Settings app. 

  1. Tap Security & location.  

  1. Tap Find My Device. 

  1. Turn off Find My Device. 


How do I erase content and settings? 

  1. Tap Apps 

  1. Tap Settings 

  1. Tap Backup and reset  

  1. ap Factory data reset 

  1. Tap Reset Device 

  1. Tap Erase Everything