Frequently Asked Questions
FAQ:What if I have forgotten my pin?– In order to recover your pin go to the home screen where you log In, just below where you enter your mobile number and pin is an icon “ FORGOT PIN”? Click on this, this will then ask you to enter a new PIN, for your safety you will be asked to re-link your credit card details and following this verify with a new PIN and enter an OTP number.How do I check my loyalty balance?– Your loyalty balance can be checked on your account home screen once you have logged in, alternatively you can check your balance once you go to payment methods.How do I add a credit card?– As a first time user you will be prompted with a message “You don’t have a card linked. Would you like to link one now”. Select OK/ Okay. Hold the front of the card displaying your card number and expiry date in front of your phone to scan. If scanning doesn’t work you can manually enter your card details. Once all details have been added confirm and save by entering your 4 digit PIN.On card details , what is a CVV?– This is the last 3 digits on the back of your cardHow do I find out where I can use a voucher on the App?– Above the “redeem voucher” button is a “view participating stores” button. This will drop down with a list of store names and starting from distance to the closest store listing all participating stores.How do I redeem a voucher on the App?– On the top left drop down menu list select vouchers, then select a voucher and then redeem. Hold your phone to the mobile phone reader at the till and listen for the beep. About half an arm length away.An App voucher barcode won’t scan and I am currently trying to redeem the offer, why won’t it work and what can I do?– Read the cashier the WICODE, this will allow you to redeem the voucher from the App. Alternatively the voucher may not be valid at this store or the voucher may have expired. Please check the T’s & C’s.Does it cost me more to pay with the Vida App?– No there are no extra charges, it is the same as if you paid in store using your credit card.tyCan I link my loyalty card to the app and migrate the loyalty points I have gained onto the App?– Loyalty card points cannot be transferred to the App. We recommend using up the points you have accumulated on your loyalty card and then start using the App to accumulate points going forward. The great thing about the App is that you can now see and manage your loyalty points on your phone.
Why do I not receive the OTP notification after downloading the App?– OTP notification issues are usually caused by network connection issues. Please allow for a few minutes to send. If after 15-20 minutes you have still not received the OTP notification then please email your details and phone number to firstname.lastname@example.org and one of our app technicians will be able to assist.How do I know my credit card information is safe?– Your card details are encrypted on your mobile device and stored on your phone, at no point are they saved on an external server. Thus you alone have access to your card details and if you forget your pin or your phone gets stolen you will need to add a new pin and re-link your credit card details.
t&c’s: promotions are only redeemable at participating stores | vouchers are limited to one redemption per customer, per participating store | only one promotional voucher can be redeemed per transaction | vida-e cannot be held accountable for lost or expired vouchers | vouchers are available for limited periods as per the validity dates | vida-e reserve the right to amend or stop a promotion at any time | vidalove vouchers are only redeemable once and are not exchangeable for cash in store or change to be given. the full value of the voucher must be spent in one transaction. for this reason we have ensured vouchers are available in denominations of R20, R50, R100 | by signing up and agreeing to the terms and conditions of this app vida-e and third party suppliers from time to time may contact you with offers and promotions | vida-e cannot be held accountable for lost or stolen card information, it is the card holders responsibility to protect their pin at all times. please read the security information on the faq page and keep your pin safe | any competitions run on the vida-e mobile app are limited to the public only and exclude vida-e employees, vida-e business partners and any media partners.