FAQs

Find answers to any questions you may have below

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Set Up / Logging in

  • Please contact us at [email protected]. We will ask a few questions to understand the set-up of your account.  

  • We strive to process all applications as promptly as possible, with most being reviewed by our in-house applications team within 24 hours, provided all necessary information is included in your application, this will then be sent to our Banking partner who will review and create the account within 72 hours.  

    That said, processing times can vary depending on the complexity of your application. We partner with B4B Payments, a provider of payment services authorised and regulated by the Financial Conduct Authority. As part of their requirements, they conduct KYC (Know Your Customer) checks, which may take additional time for certain businesses. 

    Throughout the process, we will update you regularly, so you are always aware of your application’s progress. If you have any questions, do not hesitate to reach out to us—we are here to help. 

  • Once the application has been approved, within 24 hours, your personal dedicated Account Manager will be in contact with the information that is required. Once the information has been received, the account will be set up, providing we have all necessary information. 

  • Visit the Voly Entertainment Help Centre

  • ‘Session Error Occurred’ 
    Cached data is information stored on your computer or device after you visit a website. Developers use cached data to improve your online experience. Most consumers expect a website to load within two and three seconds. Any longer, and they could choose to click away from a competitor.  

    Because of this, you can see the error on the right, clearing the cache fixes certain problems, like loading or formatting issues on sites. By following these steps to clear your cache it will resolve the issue.  

    On your computer, open Chrome. 
    At the top right, click More. Delete browsing data. 
    Choose a time range, like Last hour or All time. 
    Select the types of information you want to remove. 
    Click Delete data. If you delete cookies while signing in to Chrome, you will not be signed out of your Google Account. 

    Incorrect Server 

    We have many different clients working with Voly, and some have their own servers. If you are not receiving a code when prompted, please check you are using the correct server. This will be in the welcome email you received.  

  • Navigate to settings and select ‘Users.’ You will be required to enter the user's Full Name, Email Address, and Mobile Number.  

  • Changing user permissions is done within the settings page of Voly. This is permission-based access and can mirror your internal set up.  

Voly Account

  • Visit the Voly Entertainment Help Centre

  • By clicking on the transaction, you wish to edit, you will see the ‘Edit’ button on the right-hand side. Click on this and make any changes to the transaction.  

  • You can approve online payments on both the WEB and the APP. You will be asked to enter your Voly password and then click ‘Approve’  

  • Funding requests can be used so the cardholder can request funds to be loaded onto their cards. Once approved the funds are loaded onto the card instantly.  

  • Voly Entertainment can mirror your internal approval processes. The whole system is permission-based and can be manipulated to allow different levels of access to different team members.  

  • Yes, you can set up multiple suppliers as beneficiaries and pay them directly from your Voly float.   

  • To download all your receipts from Voly, you can go to your card statement and filter the date you wish to download, at the bottom of this page you will see an option for ‘Download as a ZIP file’ this will then download all transactions and corresponding receipts.  

  • Navigate to the ‘Reports’ section of Voly and select ‘Budget to Actual’ report from the dropdown

  • There are many reports you can download on Voly, depending on what it is you are looking for. All reports have different filters, date ranges, types of payments so you are able to customise the report to get the exact data you need.  

  • The first time you wire money to the float can take up to 48 so our banking partner can whitelist the payment. After that, the loads are usually the same working day.  

  • Payment cut-off times refer to the latest time during a business day by which a financial transaction must be initiated to be processed on the same day. Transactions initiated after the cut-off time are typically processed on the next business day. These times vary by financial institution and payment type, such as bank transfers or card payments. 

  • There are Multiple ways to contact the Voly Team:  

    • Voly Chat Function  

Prepaid Card

  • When your account is being created, your personal dedicated Account Manager will provide you with a card order form to complete. Once completed and sent back, the card order will be placed. Please see below for expected delivery times.  

    • UK Delivery – 5-7 Working Days 

    • EUR Delivery – 7-10 Working Days 

    • US Delivery – 10 – 14 Working Days  

    To order new cards once your account is active, follow the same process as above.  

    We also offer virtual cards; they work the same way, only they are used in your Apple / Google wallet. These can be provided within 24 hrs.

  • GBP
    Maximum balance at any time £350,000 
    Maximum loads per year £33,600,000 
    Maximum ATM withdrawal of £4000 per day in up to 20 transactions (Max £1000 per transaction) 
    Maximum annual ATM £1,240,000 

    EURO
    Maximum balance at any time €455,000 
    Maximum loads per year €44,400,000 
    Maximum ATM withdrawal of €4500 per day in up to 20 transactions (Max €1200 per transaction) 
    Maximum annual ATM €1,642,500 

    USD
    Maximum balance at any time $525,000 
    Maximum loads per year $50,400,000 
    Maximum ATM withdrawal of $5000 per day in up to 20 transactions (Max $1500 per transaction) 
    Maximum annual ATM $1,825,000 

  • There are several options for managing your Voly Prepaid card within the mobile app.

    You can:

    View your pin (biometrics will need to be enabled in your settings first)

    Suspend the card - if the card is misplaced/lost you can suspend it until it's found/replaced

    Load/unload funds - add/remove money onto the cards as needed (permissions required)

    Visit the Voly Entertainment Help Centre for more information.

  • Click the links below for more information:

    APP

    Desktop

  • There could be several reasons the card is being declined here are some examples below:  

    • Not enough funds on the card to complete the transaction, please log into Voly on the web or the APP and go to banking, here you will see your available balance on your card.  

    • The merchant does not accept pre-paid cards 

    • The card is blocked, please contact the number on the back of your Voly card to have this unblocked.  

    • Incorrect details are being entered when trying to complete an online purchase.  

    • Insufficient funds in the cash machine  

    • The online transaction requires approval via your Voly login.  

  • GBP
    Maximum balance at any time £350,000 
    Maximum loads per year £33,600,000 

    EURO
    Maximum balance at any time €455,000 
    Maximum loads per year €44,400,000 

    USD
    Maximum balance at any time $525,000 
    Maximum loads per year $50,400,000
     

  • Max POS Transactions per Day 

    £50  €50 $50 

    Max POS Amount per single Transaction 

    £350,000.00  €455,000.00  $525,000.00 

    Max POS Daily Spend 

    £350,000.00  €455,000.00  $525,000.00 

    Max POS Monthly Spend 

     N/A  N/A  N/A 

    Max POS Daily Spend 

    £33,600,000.00  €44,400,000.00  $50,400,000.00 

  • If you believe to have lost or misplaced, your Voly Prepaid Mastercard. You can suspend it within the mobile app to keep the money from being spent.

    To do this you will choose the option of Suspend this Card from under the Manage this card options. To suspend the card all you will need to do is click the suspend card toggle and that card will no longer be able to be used for transactions until you either unsuspend the card to use again. Or report it as lost/stolen to either Voly or B4B.

  • If you suspect fraud on your card, please suspend the card right away. To do this, please see here. You will then need to contact your account manager who will investigate the transactions and raise them with our banking partner.  

    • When logged into your account it is as simple as clicking into your card and the transactions you have previously processed will appear on your card statement.  

    • You will also see ‘Unprocessed Items’ if there are any. These are transactions that have not yet been allocated to the correct expense categories. For help on this, please click here. 

  • When processing your transactions, you will be prompted to upload a copy of the receipt relevant to the transaction. Once processed you will then be able to click into the transaction and view the receipt.  

    If you have already processed the transaction and need to add the receipt file to it. By clicking into the transaction, you will see the ‘Add Receipt’ button. Here you will be able to upload the relevant file. 

  • By clicking on the transaction, you wish to edit, you will see the ‘Edit’ button on the right-hand side. Click on this and make any changes to the transaction.  

  • There is a number for our provider on the back of your Voly pre-paid card, this is a 24 hour service you can call to unblock your card.  

  • You can change your PIN at the ATM  

  • If your card has been stolen, please follow the steps here to suspend your card. In addition to this you should alert your relationship manager, and they will organise a new card.  

  • Upon receiving your Voly prepaid card, it will already be activated, all you need to do is locate your PIN and use chip and pin for your first transaction on the card.  

  • The card user will only ever be able to spend what is available on the card.  

  • Voly prepaid cards have the ability to self-load if you wish to. This means the cards will be auto topped up to a value you set.

  • Prepaid cards and debit cards both allow for purchases and withdrawals, but they differ in keyways. A prepaid card requires money to be loaded onto it in advance and is not linked to a bank account, making it ideal for budgeting or gifting.

    Debit cards, on the other hand, are tied directly to a bank account, drawing funds from it for transactions. Prepaid cards may have fees like activation or reloading, while debit cards typically have fewer fees but may charge for overdrafts or out-of-network ATM use. 

  • Voly Entertainment does not integrate with external bank or card accounts, however, they can both be added to your account so you can manually add transactions and include them into your reporting.  

  • There is no limit on ordering cards, you can add as many as you wish to the account.  

  • The cards can be in someone’s name, or a generic card that can be passed around. The card needs to be allocated to a user on Voly so that they can process their transactions to the relevant expense categories.  

Foreign Exchange

  • Voly holds X3 currency prepaid cards, GBP, EURO & USD. As well as being able to pay directly from the platform in 37 different currencies.  

  • Via our Treasury desk, we can assist with instant currency exchanges or more advanced risk management strategies. Given our work and client base in the sector, we are well-versed with all sorts of entertainment clients and how foreign exchange can impact the business. 

  • Yes, we offer SPOT, Forward and outperformance products under the Voly FX Offering. We recommend a conversation with our Treasury desk to help us gain a better understanding of your requirements! 

  • Absolutely. The platform allows you to move money yourself from one currency float to another at competitive market rates of exchange. 

Security

  • All customer funds are held in segregated safeguarding accounts dedicated to the customer (‘Client Account’) with an authorised credit institution in the UK or EU, as required by each entity until such time as they are used to settle payment transactions on behalf of customers. 

Integrations

  • To integrate with Xero or QuickBooks, certain criteria must be met.  

    • You need to be a company admin on the Xero or QuickBooks account 

    • Multi-currency is enabled on the asset.  

    • Voly expenditure categories, banking, cost centres and budgets should be MAPPED to your Xero/QBO Chart of Accounts.  

    Connecting to your account  

    • Log into your Voly Account and go to settings in the top right corner. 

    • Click on ‘Accounting Integration’ and you will see the ‘Connect’ button and the bottom of the right corner. Once selected you will be directed to a new page where you will be able to select either Xero or QuickBooks to log into. 

    • Login with you Xero or QBO credentials and follow the steps on screen. 

    • Once returned to Voly, within the Accounting Integration area, your status should be Connected​. 

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