Lost your card, or think it's a scam?

Losing a card is stressful. So is a message that doesn't feel right. This guide covers what to do in both cases, in the order you'd do it, and the things Vaurse will never ask you for.

If you've lost your card

Open the Vaurse app and tap Freeze. That's the first and most important step, and it takes one tap.

Once a card is frozen, doors that are online stop accepting it at once. Doors that are offline stop within 30 minutes. If someone checks the card's number, they'll see that it's real but frozen, and no name is shown.

Your record wasn't on the card in the first place. The facts your employer or school signed about you stay on your record, and nobody who finds the card can change them. Nobody can edit a signed fact, not you and not us.

When you're ready, get a replacement. It keeps your record, your passes and your stamps. A replacement printed card costs GHS 200. Your old card number is never used again.

If it's a staff or student card, your employer or school issued it, so let them know too. They control whether that card works at their doors.

If you think it's a scam

Scams usually ask you to hurry. Slow down, and check what's being asked of you against the list below.

If you think someone has used your account, or you've shared something you shouldn't have, freeze your card in the app first. Then call our 24/7 line. It's there for a lost card, a scam or a door system that's down, at any hour.

You can also find "Report a scam" in our Help Center, along with step-by-step guides for a lost card and a payment that failed.

What Vaurse will never ask you for

• Your PIN, a code or a password. Vaurse support will never ask for them. Signing in needs a code sent to your phone. That code is for you alone.
• Card numbers or PINs on our own pages. When you pay us for something, the payment is handled by our payment provider, Hubtel.
• Money to hold for you. Vaurse never holds anyone's money. Event pass money goes straight to the organiser, and membership money goes to the business.
• Payment to be found for work. On Vaurse Hire, nobody pays to be found, and a request asking a worker to pay for a job is blocked.

Vaurse only takes money for its own things: printed cards, replacements, our fees and paid plans. Prices are shown before you pay.

A few other habits help. Keep your phone, your SIM and your sign-in codes to yourself. Every request to see your record shows in your app, so if you see one you don't recognise, say no. And on Vaurse Hire you can report or block someone from any request or chat.

Is something down, or is it just me?

Sometimes a door won't open or the app won't load, and it isn't a scam at all. Before you worry, check status.vaurse.com. It shows whether the app, the doors and the rest of Vaurse are working right now.

If everything shows as working and you're still stuck, our Help Center has guides for a door that won't open and a payment that failed. If a door system is down, our 24/7 line can help.

You can read more about how we protect your card and record on our trust and safety page.