FAQ

Vult is a licensed fintech that is certified by the Bank of Sierra-Leone (BSL).

It is a platform that is focused on transforming the financial landscape of the country by providing digital financial services to the population, especially in the areas of mobile payments, digital banking, and financial inclusion.

It offers both wallet and card services that enable users to make secure and convenient payments. The Vult wallet can be used for a variety of transactions, including bill payments, utility purchases, airtime top-ups from mobile network operators, and local tax payments. The Vult card supports both in-store and online purchases, as well as cash withdrawals from supported bank ATMs. In addition, Vult Pay integrates seamlessly with business applications to facilitate payments and efficient cash management.

Yes — Vult issues Visa prepaid cards that are widely accepted for online payments.

You can use your Vult card to:

• Shop on e-commerce websites
• Pay for subscriptions (e.g., Netflix, Spotify)
• Make digital transactions anywhere Visa is accepted online

Just ensure your card is activated, has sufficient balance, and the platform accepts prepaid cards.

Once you're logged in and on the Wallet page, you'll see a button at the top labelled “Add Money to Wallet.” Click this button to choose from three available top-up options:

Which are Mobile Money, Bank Card and Withdraw from Linked Account.

To upgrade your profile level:

1. Tap the Profile icon to navigate to your Profile screen.
2. Locate and tap the “Verify Your Identity” option.
3. You will be taken to a screen displaying your current profile level and transactional limits.
4. Select the next profile level you wish to upgrade to.
5. Follow the on-screen instructions to complete the verification process.

Note: Upgrading your profile level may require submitting valid identification documents or completing additional verification steps.

There are a few common reasons why you may not be receiving your OTP:

• Incorrect phone number: Make sure the number you entered is correct and registered with your Vult account.
• Unregistered number: If the number isn't linked to your Vult profile, the OTP won’t be sent.
• Technical delays: Occasionally, our SMS and Email delivery partners may experience delays or outages. In such cases, OTP delivery might be temporarily affected.
• Emails might be in your spam folder:

Occasionally, OTP emails from Vult may be flagged as spam by your email provider. We recommend checking your spam or junk folder, as the OTP message may have been delivered there.If you've confirmed your number is correct and still haven't received an OTP after a few minutes, try again or contact our support team for help.

Upgrade requests may be rejected for a few reasons, including:

• Incorrect or incomplete information submitted during the process.
• Expired Documents that are already expired or will expire within the next 30 days.
• Providing Correct Proof of Address: Users must submit a valid proof of address, such as a utility bill or official document that clearly displays their full name and residential address. This document serves as verification of the user's address.
• Capturing the Correct Address and City:

Users should enter their full and accurate address exactly as it appears on their identification document or utility bill. They must also ensure the correct city corresponding to that address is selected or entered. Providing a clear proof of identification document

• Providing the Correct Selfie Upload:

Users must upload a clear selfie that matches the photo on their identification document. The selfie should be taken without glasses, hats, or filters, and the face must be clearly visible to ensure accurate identity verification. Formatting issues with uploaded files or data.

NOTE: If your upgrade request is rejected, a clear explanation will be displayed on the Profile Upgrade screen, indicating exactly what needs to be corrected. Once the required changes are made, you can resubmit your request for review.

You can locate your Wallet ID on the Wallet page in the app by following these steps:

1. Go to the Wallet page.
2. Tap on the “Details” text at the bottom-right corner of your wallet card.
3. You’ll be directed to a page displaying the following information:

• Account number (this is your Wallet ID)
• Account holder name
• Current balance
• Available balance

This section provides all the key details associated with your wallet in one convenient place.

To link your Vult card to your PayPal account:

1. Log in to your PayPal account.
2. Go to Wallet and select Link a Card.
3. Enter your Vult card details (card number, expiration date, CVV).
4. Confirm the billing address matches the one linked to your Vult account.
5. Submit and follow any on-screen prompts for verification.

Once linked, PayPal may charge a small temporary amount to verify your card. This amount will be refunded after confirmation.

If you’re unable to link your Vult card to PayPal, it could be due to one of the following:

• Insufficient balance: PayPal may charge a small fee to verify your card, so make sure your wallet has enough funds.
• Mismatched information: Your card’s billing details must match exactly with what’s on your PayPal account.
• Unsupported card type: Some PayPal regions may not accept certain cards for linking.
• Card already linked: If the card is already associated with another PayPal account, it can’t be linked again.
• Security restrictions: Occasionally, PayPal or your card provider may block the connection for security reasons.

Make sure your details are correct and your balance is sufficient, then try again. If the issue persists, reach out to Vult support or PayPal for assistance.

For security, fraud prevention, and regulatory compliance, Vult does not allow multiple accounts to be registered with the same personal details (such as name, ID, or phone number).

This helps us:

• Protect your identity and account access
• Prevent duplicate or fraudulent accounts
• Ensure accurate KYC (Know Your Customer) verification

If you need to update or recover an existing account, please contact Vult support or visit our office for assistance.

Wallet limits depend on your profile level:

• Level 0 (Basic) accounts have the lowest limits.
• Higher levels (e.g., Level 1, 2) offer increased transaction and wallet capacity.

To view or upgrade your profile level, go to the Profile section in the app.

Integration with external banks such as UBA, Ecobank, and others will begin after the National Payment Switch is fully launched. This step ensures secure and standardized banking connections across the ecosystem.

Yes, foreigners can register and use Vult.

They will need to:

• Provide valid proof of address
• Register with a passport or non-national ID card

All documents must be clear, valid, and verifiable for account approval.

The Black Card is reserved for high-tier clients due to its exclusive benefits and premium features. Access is granted by invitation only, based on user activity, trust level, and eligibility criteria defined by Vult’s internal review team.

Not at the moment but we intend on expanding in these rural areas in the future.

To register as a Vult agent:

1. Visit our office at 37a Wilkinson Road in person.
2. Bring all required documents for verification and registration.
3. Our team will guide you through the onboarding process.

Becoming an agent gives you access to exclusive tools and commission-based opportunities.

Once your request is submitted, your Vult card will be delivered within 24 hours if you're located in Freetown — fast, convenient, and hassle-free.

If you're outside Freetown, you can purchase a Vult card from any of our approved Vult card sale points.

GovPay is Vult’s integrated tax payment system that allows users to securely pay:

• Council taxes
• Landowner and landlord taxes

It simplifies government-related payments by bringing them directly into the Vult ecosystem.

To pay for EDSA electricity top-up through the Vult app:

1. Go to your Wallet page.
2. Tap Pay → Bill Payments → EDSA.
3. Select the wallet you want to use for payment.
4. Enter your meter number and the amount (minimum: Le 20).
5. Make sure you have sufficient balance in your wallet.
6. Click Continue to proceed.
7. Review the details on the confirmation screen and finalize the payment.
8. The token details will be accessible withing your transaction details of the wallet page

To update your Vult app passcode:

1. Tap the profile icon in the top-left corner to open your profile.
2. Scroll down and select Change Passcode.
3. Enter your current passcode, followed by your new passcode.
4. Passcode should be 6 digits or more
5. Confirm the change.

For security, choose a strong passcode you can remember.

For security and compliance reasons, your phone number cannot be changed through the app.

If you need to update it (e.g., lost access to your number), please visit the Vult office for in-person support and verification.

Due to compliance and identity protection policies, your address cannot be updated manually within the app.

If you’ve changed your residence or need to update your registered address, please visit the Vult office in person with valid supporting documents to request the change.

Yes — you can send and receive money via Orange Money and Afrimoney directly through the Vult app.

To Send Money to Mobile Money:

You have two main options:

Option 1: From the Wallet screen

1. Tap Send.
2. Choose Send to Mobile Money.
3. Select the wallet to be debited.
4. Enter the recipient's number manually or choose from contacts.
5. A confirmation screen will display the recipient’s carrier and name.
6. Enter the amount, click Continue, and confirm the transaction.

Make sure the number is correct — mobile money transactions cannot be reversed.
Note: Transfer fees apply.

Option 2: From the Services page

• Navigate to Services → Send Money and follow the same steps above.

To Receive Money from Mobile Money:

You can receive funds into your Vult wallet via Orange Money or Afrimoney by following the Load Wallet via Mobile Money instructions.

• You’ll either use a generated USSD code, or
• Share the code with someone who can send money to your Vult wallet from their mobile money account.