Vodafone Wallet

Access to Vodafone Wallet is closing on 28 June 2018

You’ll still be able to use Vodafone Wallet as normal until 28 June, but after this date, you’ll no longer be able to use the contactless pay feature, or any other services, such as loyalty cards or tickets, in the Wallet.

If you currently use Vodafone Pay, this means that the service with the contracted provider, R. Raphael & Son PLC, will also end, and you’ll no longer be able to use your Vodafone Pay virtual card to make contactless payments.

• Why is Vodafone Wallet/Pay closing?

  We know that many of our customers have enjoyed using the service, but the uptake of mobile payments has remained low and we know there are a variety of similar services on the market. We have therefore decided to concentrate on our other Vodafone apps and services.

• When is it closing?

  It’ll close on 28 June 2018.

• What services are closing?

  Vodafone Wallet and all integrated services will be shut down. This includes the Vodafone Pay service, provided by R. Raphael & Son PLC, as well as the loyalty cards, offers and tickets.

• Are you replacing the service with anything else?

  We won’t be replacing this service with anything else, but there are a variety of similar services on the market.

• Will I be able to access Vodafone Wallet after 28 June 2018?

  No, the service will close completely on this date. Please make sure you’ve finished everything you’d like to do by 28 June, such as checking your transaction history.

• I have a new SIM/phone – can I still use Vodafone Wallet?

  Yes, you’ll be able to download the app and use your existing details and services until Vodafone Wallet closes.

• Can I continue using other services within Vodafone Wallet until it closes?

  All services will be available until 28 June 2018, so you can use all registered payment cards and loyalty cards as normal.

  However, you’ll no longer be able to store new tickets in the ticket section from 19 April 2018.

• Do I need to do anything to remove my payment cards manually?

  No, we’ll block all payment cards from being used by the service, and delete the data from your SIM after the service closes on 28 June 2018.

• How do I access my card statement after 28 June?

  You’ll still be able to access your card statements through your card provider or through your PayPal account.

• What happens to my loyalty cards stored to Wallet?

  As loyalty cards in the Wallet were just digital copies of your physical cards, the originals are still valid. If you’ve lost your physical card, please contact the retailer to request a replacement.

• How can I transfer my loyalty cards or points?

  Your loyalty card account will still exist, so you don’t need to do anything – your points will all still be there. After 28 June 2018, you’ll have to use your physical loyalty card in order to keep collecting points. If you’ve lost your physical card, contact the retailer to request a replacement.

• I was using my PayPal account for contactless payments. Will I still be able to use it?
  Yes, you can still access and use your PayPal account as normal, just not through Vodafone Wallet.
• I have tickets for an event that takes place after 28 June – will I still be able to use them?

  The tickets are still valid, but you should make sure that you have another way to access them instead of using Vodafone Wallet. For example, check your email inbox or downloads folder to find the original ticket.

• Is there an alternative provider for the NFC or non-NFC services?

  There are several alternative apps that provide similar services. These can be found in the Google Play store

• Should I delete the Vodafone Wallet from my phone?

  Yes, you can delete the app after it closes on 28 June, once you’ve saved any information you might need, such as loyalty card numbers or your transaction history.

• What will happen to my data?

  R. Raphael & Sons PLC is required by law to retain transaction data for six years. This data will be held securely, as it is at the moment. Once this period has ended, they’ll delete all your personal data. All other data will be deleted once the service has closed.

• How do I make a complaint about Vodafone Wallet after 28 June?

  For general issues with Vodafone Wallet please contact us

  If you have a specific complaint about how Vodafone Pay has worked please contact:

  • Vodafone Pay team: Call 08000 148 902 (free from all UK mobiles and landlines) or email help@vodafonewallet.com until the end of July 2018 then vodafonepay@raphael.co.uk after this date.
• Who should I contact if I believe a previous complaint has not been dealt with properly?
  If you believe a previous complaint hasn’t been dealt with properly, please contact:
  
  

  • Vodafone Pay team: Call 08000 148 902 (free from all UK mobiles and landlines) or email help@vodafonewallet.com until the end of July 2018 then vodafonepay@raphael.co.uk after this date.

  If you’ve made a complaint about Vodafone Pay, you’ll have received a summary resolution communication or final response letter, either in the post or by email, outlining the steps available to you. If you haven’t received a letter, please email vodafonepay@raphael.co.uk and we’ll look into your original complaint.
• How do I claim a refund (or re-charge) after 28 June 2018?

  You won’t be able to process a refund through Vodafone Wallet after 28 June. You’ll need to provide the retailer with the card that was linked to the original payment (the funding method for your Vodafone Wallet).

• How do I dispute a transaction after 28 June 2018?

  You’ll need to get in touch with the card provider you used to make the payment.  

  If you think you’ve had a charge incorrectly applied to your Vodafone Wallet, or if you’ve been unable to solve a dispute with a retailer about something you purchased with your Vodafone Wallet, you should contact us for further help.

  If you have a specific complaint about how Vodafone Pay has worked, then please contact vodafonepay@raphael.co.uk

  Remember, any refund will need to be credited to the card linked to the original payment, rather than through Vodafone Wallet.