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FAQ

My country’s currency is not available in Valora. Can I still use the app?

Yes! You can choose to keep the default of “USD”. We are working on continually expanding coverage of currencies in Valora.

How do I change the currency?

You can change the currency by going to Menu > Settings > Currency and selecting your currency.

How can I make online purchases with Valora?

Using Valora for online payments will depend on the vendor and if they choose to accept Valora as a method of payment.

Can I cancel a transaction that’s already happened?

There’s no way to cancel a transaction once it’s already happened, so please be sure that you’re sending value to the right person.

I’m getting a new phone, will I still be able to use my same Valora account?

Yes! You will first need to make sure you have set up and written down your Account Key. Then when you switch to your other device, download Valora and proceed through the account creation process again and click on the “I have an account” button when you see it. Then, use your Account Key to restore your account.

I lost my phone and can no longer access my Valora account - what do I do?

If you’ve lost your phone or generally cannot access your Valora account, you’ll need your Account Key that you wrote down when you first set up your wallet. To restore your account, download Valora again and tap the “I have an account” option when you open the app. From there, you’ll be prompted to input in your Account Key. Enter your Account Key and you should see your balance and activity again!

I put in the wrong phone number, how can I change it?

If you want to change your phone number, follow these steps:

  1. Set up your Account Key. You will need this for access to your account later.

    1. If you do not see a notification banner to set up your Account Key, then go to Menu > Account Key.

    2. Follow the prompts to set up your Account Key.

  2. Reset the Valora app

    1. Go to Menu > Settings

    2. Scroll down until you see "Reset Valora". Remember to have your Account Key written down, then click "Reset Valora".

  3. Proceed through the account creation process again,  and click on the “I have an account” button when you see it. Then, use your Account Key to restore your account.

I forgot my PIN, what do I do?

If you have your 24-word Account Key you can follow these steps:

  1. Remember to have your 24-word Account Key written down. It’s important to have your Account Key written down before following these steps.

  2. Uninstall and reinstall the Valora app.

  3. Launch the Valora app and click on “I have an account” when prompted.

  4. Proceed through the onboarding process, including setting up a new PIN. 

  5. (Optional) If you have already confirmed your phone number the app will automatically connect to your contact list, without having to go through the confirmation process again.

If you do not have your 24-word Account Key then keep trying to log in with your PIN.

However, if there aren’t any funds in your account you can always set up a new account. In this case, it would be ok to follow the above steps, with the exception of step 3. Here is where you would create a new account instead. Before sending any funds to your account, remember to always set up and write down your Account Key!  

I didn’t get all the text messages when confirming my phone number (verification). What should I do?

There are a few possible reasons why the 3 SMS have not arrived. There could be an issue with your phone carrier, your internet connection might be poor, or there is an issue with the SMS delivery. The SMS delivery could also be slow, as we've seen some users take up to a few hours to receive their SMS.

In the case of a failed confirmation process, you can:

  • Attempt the process again.

  • If you have attempted the confirmation process twice and it still fails, you will need to wait 3 hours before attempting again.

Rest assured, if you do not confirm your phone number you will still be able to use all the functionality that Valora has to offer, except sending and requesting funds via phone number.

How can I contact Valora support?

You can contact us in two ways:

  1. Chat with us live on Facebook

  2. Email us at support@valoraapp.com

Get in touch

You can reach us within the Valora app by going to the Menu > Help > Contact.

Email Us

support@valoraapp.com

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