Support

Please select from one of the following categories:

Still can't find what you're looking for?
Return to top
General

What is Yoyo Wallet?

Yoyo is your new mobile wallet. The app allows you to pay quickly, safely and get rewarded for your loyalty. Yoyo wallet means no more cards, no more cash and no more paper loyalty cards.

How do I pay using Yoyo?

The cashier will scan the QR code shown on the “Pay Now” screen when you get to the till.

  • If you use Yoyo top-up, you will need to ensure that you have enough credit in your Yoyo account to make payment.
  • If you do not use Yoyo top-up, your transaction will be debited directly from the card you have linked to your Yoyo account.

Where can I Yoyo?

To see a list of locations where Yoyo is accepted, swipe right on your main screen to open the “places” section of Yoyo Wallet to see where we are accepted, here we list all locations where we are accepted. All our retail partners display pink Yoyo Wallet stickers on their tills.

Are there any hidden costs when paying with Yoyo?

Yoyo is (and will always be) completely free to use. In fact, we work hard to save you money by negotiating great Yoyo-only deals with our retailers.

Which devices support Yoyo?

Yoyo is available on Android and iOS mobile devices. Yoyo Wallet is not currently supported on Windows or Blackberry devices.

What kind of debit / credit cards can I link to my Yoyo account?

You can link any Debit or Credit card from Visa, Mastercard or American Express. Linking your card will not disrupt any existing programmes run by that provider (eg. Air Miles, cashback or points).

Payments

How do I pay using Yoyo?

The cashier will scan the QR code shown on the “Pay Now” screen when you get to the till.

  • If you use Yoyo top-up, you will need to ensure that you have enough credit in your Yoyo account to make payment.
  • If you do not use Yoyo top-up, your transaction will be debited directly from the card you have linked to your Yoyo account.

Can I pay if I’m not connected to the internet?

Yes. A QR code can be used up to 3 times “offline” before it needs to be refreshed. For a new QR code to be generated your device needs to be connected to the internet. Please note that your balance, stamps and vouchers will not update until your device is next online.

Can I track my spending?

Yes. Once the payment is authorised, you’ll be issued with an in-app receipt. You can find a history of your purchases when you tap the “Receipts” button on the “Pay Now” screen. To see a full itemised list of an individual purchase select the receipt. If you’re interested in more personal finance tools, please let us know.

Why did Yoyo not accept my payment?

There are a number of reasons why this could occur. Check to make sure you have sufficient cleared funds in your bank account to make the payment, and that you have good signal or wifi connection to allow the app to update. Please contact support@yoyowallet.com if you continue to have payment problems.

Where has my top-up button gone?

If you have recently linked a new card, you will have been upgraded to the new version of Yoyo Wallet and no longer need to top-up. Instead of topping-up, the transaction will be debited directly from the card linked to your Yoyo account.

Why is my balance in brackets?

This means you have a negative balance. If you use Yoyo top-up just add some money to your balance. If you are not on Yoyo top-up, send us an email at support@yoyowallet.com and we’ll sort it out ASAP.

How do I get a refund?

If the cashier has agreed to give you a refund, scan the QR code shown on the “Pay Now” screen against the Yoyo accepting device at the till. Your refund will come through as Yoyo credit. Always feel free to email us at support@yoyowallet.com if your cashier is unable to help.

Loyalty

What do you mean by loyalty?

Different retailers and locations run their own loyalty schemes, including stamp cards, discounts and point schemes.

How do I find out about current loyalty schemes?

Swipe right on the main screen and tap on the retailer of interest.

How do I collect stamps on the voucher cards?

They collect automatically when you make qualifying purchases.

Where are my rewards and how do I redeem them?

When you complete a card you will receive a Yoyo Voucher, which you can access via the “Rewards” screen. Select the reward you would like to redeem, and like paying, scan the QR code against the Yoyo accepting device at the till.

What is a promo code?

A promo code is how we reward new users, you will have the option to enter one when you register, however if you have completed registration and never entered a promo code, you can still enter one by tapping the menu icon on the Pay Now screen, and tapping “Promo Codes”.

How do I use a promo code?

You will have the option to enter a promo code when you register. If you have completed registration and never entered a promo code, you can still enter one. Tap the menu icon on the Pay Now screen, and tap “Promo Codes”.

After you’ve entered the promo code you will receive the promotional product as a Yoyo voucher. Swipe left from the main screen to “Rewards” screen to access it. You can only use one promo code per person.

I seem to have my own promo code - how does that work?

This code is a referral code, it’s not in use at the moment but might be used for later promotions.

Why is the promo code not working?

Have you used one before? You can only use one promo code. Alternatively, check to see if it’s expired! If you’re still having a problem please send us an email at support@yoyowallet.com and we’ll sort it out ASAP.

Account

What kind of debit / credit cards can I link to my Yoyo account?

You can link any Debit or Credit card from Visa, Mastercard or American Express. Linking your card will not disrupt any existing programmes run by that provider (eg. Air Miles, cashback or points).

I forgot my password!

Open the app select “Login”, then select “Forgot Your Password?”, and enter the email address you used to register. We’ll then send you an email containing a link to reset your password.

I forgot my passcode!

Fear not! Next time you’re asked to enter your passcode, tap “Forgot your Passcode?”, you can reset it by entering your password. If you’ve also forgotten your password you can also reset it from this screen.

How do I change my credit or debit card?

Tap the menu icon on the “Pay Now” screen (it’s the three horizontal bars at the top of the screen), select “Manage Cards”, tap “unlink” to remove the card and then re-link a new one.

How do I change my email address?

Tap the menu icon on the “Pay Now” screen (it’s the three horizontal bars at the top of the screen), select “Account & Security” and select “Contact Details”.

How do I change my password?

Tap the menu icon on the “Pay Now” screen), select “Account & Security” and select “Change Password”.

How do I change my passcode?

Tap the menu icon on the “Pay Now” screen, select “Account & Security” and select “Change passcode”.

What happens to my account if I get a new phone?

Just like your email, you can access your account from another device without problem. Simply download the Yoyo Wallet app on your new device and login to your account using the same email address and password as before. Any balance, vouchers and stamps will be automatically transferred; you have nothing to worry about.

How douch Touch ID work?

Touch ID can be used in the place of a passcode, which will either be used to top-up your balance if you are on Yoyo top-up or to access Yoyo if you are not on Yoyo top-up.

Security

Is it safe to use Yoyo?

There are three aspects to this question:

  • How we store your card details
  • How we protect your Yoyo balance
  • How you can protect your Yoyo Wallet app from being musused by a thief.

Are my card details safe with Yoyo?

Yoyo never actually stores your card details. When you enter your card information, it is passed directly from the app to our payment service provider (PSP) (Bluesnap or Stripe) who are fully regulated and compliant to UK regulation regarding personal financial information. The PSP then sends Yoyo a token which it can use to request payments to be made. The key benefit here is that since Yoyo never holds your bank card details, you are not at risk in the event of an attack on our systems. Our PSPs are trusted and used by The Guardian, Twitter, TED, WIRED amongst others. The method by which we protect your card details are industry standard and similar to how other apps like Uber, Amazon protect you.

Is my balance safe with Yoyo?

Yoyo is an e-money issuer regulated by the Financial Conduct Authority in the UK. Any balance you hold with us is held in a segregated account at Barclays Bank and is consequently protected by the UK government's Financial Services Compensation Scheme.

How to help protect your account

You can protect your Yoyo Wallet app with a passcode every time you open it. Without the passcode you cannot do anything in the app. As long as you keep the passcode safe and private, your Yoyo Wallet app is protected.

What if my phone is stolen?

You have the option to secure your Yoyo app with a passcode (or TouchID if you have an Apple 5s or newer). We can also remotely disable your account if you lose your phone. Just send an email to support@yoyowallet.com