Why Vav asks you to confirm it's you

This article explains the “Confirm it’s you” prompt that appears before sensitive actions, and what to do if it will not accept your password.

Before you start

• You must be signed in and know your password.
• This prompt is normal and appears for everyone. It is not a sign of a problem with your account.

When the prompt appears

Vav asks you to re-enter your password before actions that move money or reveal sensitive card information:

• Showing your card number, expiry date, and CVV
• Topping up your card
• Sending money to a bank account

Steps

1. Start the sensitive action, for example tap Show details on your card.
2. A window titled Confirm it’s you opens. It says: “For your security, re-enter your password to authorize this action.” (On the app: “For your security, re-enter your password to continue.”)
3. Type your password in the Your password field.
4. Click or tap Confirm.
5. The action you started continues automatically.

To stop without doing the action, choose Cancel or close the window.

What happens next

• After you confirm, the action runs right away — the card details appear, or the transfer continues.
• Your confirmation is valid for about 5 minutes. Within that time you will not be asked again for the same kind of action on the same device.
• After it expires, the prompt simply appears again the next time.

Fees and limits for this action

There is no fee for this.

Troubleshooting

• “Password is incorrect.” (app: “That password is not right. Try again.”) — type your sign-in password again carefully. If you cannot remember it, cancel the prompt and use Reset your password.
• “Too many attempts — wait a moment and try again.” — you entered the wrong password several times. Wait a minute, then retry.
• “That didn’t work — please re-enter your password.” — your confirmation expired before the action finished. Enter your password once more.
• The prompt keeps re-appearing — your connection may be slow. Finish the action within a few minutes of confirming.

FAQs

Why do I have to enter my password again if I am already signed in? Being signed in is enough for everyday things like checking your balance. For actions that move money or show full card details, Vav checks it is really you and not someone who picked up your unlocked phone or computer.

Can I turn this off? No. It protects your business’s money and cannot be disabled.

Can I use my fingerprint or face instead? Not yet. Today the prompt always asks for your password.

Is my password sent anywhere else? No. It is checked by Vav only, the same way as when you sign in, and it is never stored in plain text.

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