FAQs
Questions, answered.
How do l open a Vaultus account?
Click Get Started. We’ll ask you a few questions about you and your business, then get you set up.
Why do you ask for business documentation when I'm opening an account?
It’s part of our “Know Your Customer” and “Know Your Business” checks. If you don’t have a website or much of an online presence, we sometimes need extra documents to confirm what your business actually does. It’s the same check any provider runs — we’re just telling you plainly instead of leaving you guessing.
How long does an application take?
Usually within 72 hours, if everything we need is in your application. Some businesses need extra checks – if that’s you, we’ll keep you posted the whole way through, not leave you waiting in silence.
Can individual creators without a registered business open an account?
Yes, that’s what the Personal account is for. You don’t need a registered business to get paid properly.
Which countries can you open an account for?
We can onboard customers from most countries, but depending on your country we may require additional checks. The hard exceptions are the USA, mainland China, and any sanctioned country – we can’t open an account if you’re based in one of those, no matter the circumstances. We’re working towards opening up to the USA as soon as we can, subject to regulatory timelines, but we currently have no time estimate for this.
Is there a minimum age to open an account?
Can I receive payouts directly from OnlyFans, Fansly, and similar platforms?
Yes. Platform payouts land the same way any other payment does – by bank transfer, SEPA, or SWIFT, depending on where the platform pays from. If you’re unsure whether your specific platform will be accepted, feel free to reach out to us directly at heyvaultus@vaultus.co.uk.
Can I get paid in a currency different from my account's base currency?
If it’s one of the 21 currencies your account holds, it lands as-is, no conversion needed. Anything else gets converted to your account’s base currency at your tier’s FX margin, shown upfront before it lands.
Why might a payment be delayed or held for review?
Same reason any payment provider holds one to check the payment’s source and destination match what we’d expect, especially for large or unusual transfers. It’s a standard check, not a sign something’s wrong with your account.
What currencies does Vaultus support?
The Vaultus account supports multiple currencies. Some currencies can be used for certain features only.
21 card-supported currencies: GBP, EUR, USD, AED, AUD, CAD, CHF, CZK, DKK, HKD, HUF, ILS, JPY, NOK,
NZD, PLN, RON, SEK, SGD, TRY, ZAR. If you hold a balance in any of these, you can use it to make card
payments without an exchange. You can also use your card for payments in other currencies, as long as
Mastercard payment is accepted – there’s a 1.5% out-of-currency fee for card transactions outside the 21
above.
Outbound wire payment currencies: AED, AFN, AUD, BBD, BDT, BHD, BMD, BRL, BWP, CAD, CHF, CNY,
CZK, DKK, EGP, ETB, EUR, GBP, GHS, GMD, HKD, HUF, IDR, ILS, INR, JOD, JPY, KES, KRW, KWD, LKR, MAD,
MGA, MUR, MWK, MN, MZN, NAD, NGN, NOK, NPR, ND, OMR, PGK, PHP, PKR, PLN, QAR, RON, RWF,
SAR, SEK, SGD, SLE, THB, TND, TRY, TTD, TZS, UG, USD, XAF, XCD, XOF, ZAR, ZMW.
What's a forward contract?
It lets you fix an exchange rate now for a payment you’ll make later — useful if you want certainty on what a future payment will cost or bring in.
Worth knowing: you’re locking in a rate either way. If the market moves in your favour afterwards, you don’t get that upside. It’s a binding commitment to trade at that rate, not an option. Margin may be required, and it isn’t covered by safeguarding. Not something to use speculatively — only for payments you already know are coming.
Can I deposit cash into my account?
Unfortunately no. Cash deposits aren’t something we can support right now – the infrastructure we run on doesn’t have a way to process them. Send funds in by bank transfer or card instead, and they’ll land the same way any other payment does.
Is my money protected by the FSCS?
Vaultus is powered by Equals, which is an Electronic Money Institution, not a bank, so the FSCS doesn’t apply. Instead, your money’s held in safeguarded accounts with Equals Money Plc, separate from our own funds and separate from other clients’ funds, exactly as UK e-money regulations require.
How do I report fraud?
Contact us straight away if anything on your account looks off. Don’t wait to be sure – the faster we know, the faster we can act.
Why might my account be reviewed or restricted?
Same reasons as any regulated financial account – unusual activity, missing documentation, or a routine compliance check. If it happens, we’ll tell you exactly what we need and why, not leave you guessing.
What happens if my account is closed - do I get my money back?
Yes. The money in your account is held in a safeguarded account, kept separate from ours – that’s what protects it if anything happens to us. We’ll tell you how to withdraw it.
What does it cost?
How do I connect Xero?
Head to Account settings, then Integrations, and connect Xero. Once it’s linked, your transactions sync automatically overnight — no manual entry. Gold/Platinum tier only.
How do I close my account?
Can more than one person access a Business account?
What happens if a client disputes a card payment (chargeback)?
It goes through our standard chargeback process, and the chargeback fee applies whatever the outcome. A chargeback Isn’t a comment on your business -It’s a normal part of running card payments, handled the same way for any provider.
Can l use my card outside the UK and EU?
Yes, it works anywhere Mastercard’s accepted, in 190+ countries.
When should I get a virtual card instead of a physical card?
We recommend virtual cards for any payment type you know will always happen online. Since you can quickly set up new virtual cards, you can assign one per payment type – say, one for software subscriptions and another for marketing spend so you can monitor each separately. Physical cards are always assigned to one person, whereas a shared virtual card can be used by a whole department, or assigned to a specific project involving several teams.
How do I activate a physical card?
For security reasons, please only activate a physical card once it has arrived with you in the post. The named cardholder, or someone with the Owner or Admin role on your account will be able to activate their card via their account.
Please go to the “Cards” page and select the card. A panel will appear on the right. Under the image of your card, you’ll see a box with this link “Click here to activate your card”.
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