Viva.com Mobile app

The Viva.com app helps you securely access your account and approve actions such as logins, online payments, and bank transfers.

You can download the app from the Google Play Store or the Apple App Store.

To help protect your account, certain actions require identity verification using the app. Depending on your account settings, you may be asked to:

• approve a push notification on your registered device, verifying your identity with your device's biometric authentication (such as Face ID, Touch ID, or fingerprint)

• enter a One-Time Password (OTP) sent by SMS if biometric verification is unavailable

**Important: **You can log in from multiple devices (e.g. mobile phone or tablet), but only one device can be registered at a time. If you change your device or remove the existing one, you must register the new device before receiving push notifications for login approvals or payment authentication.

Viva.com supports authentication in line with 3D Secure and PSD2.

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#Register/enroll your mobile device

After installing the Viva.com app (Android/iOS):

1. Open the app.

2. Enter your password and sign in.

3. When prompted ("Pair your Device"), select Continue to pair your device.

#If you're asked to take a selfie

Depending on your account settings, you may see the Let's take a Selfie screen.

1. Select Continue.

2. Take a selfie following the on-screen instructions.

3. If successful, you'll see a Success message.

Supported versions

• Android 12 and later

• iOS 15 and later (for selfie-based authentication)

#If you're not asked to take a selfie

Enter the One-Time Password (OTP) sent by SMS to complete device registration.

When registration is complete, you'll see the message: Pairing completed.

Your device is now registered and ready to approve secure requests.

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#Approve a login or payment

When you log in to your Viva.com account through a web browser or perform an online payment or transfer:

1. Open the push notification sent to your registered device.

2. If prompted, authenticate using your device's biometric method (Face ID, Touch ID, or fingerprint).

3. Review the request.

4. Select Authorize or Reject.

5. Once approved, your login or transaction will continue.

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#Troubleshooting push notifications

If you are not receiving push notifications:

• Make sure VPN is turned off.

• Update the Viva.com app to the latest version.

• Make sure your device is not rooted.

• Try using your mobile data connection (4G/5G) instead of Wi-Fi.

If the problem continues, contact Customer Support via chat.

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#Troubleshooting face recognition

If the app cannot recognize your face:

• Try using your mobile data connection (4G/5G) instead of Wi-Fi.

• Remove anything that may obstruct your face, such as glasses, hats, or other accessories.

• Follow the on-screen instructions and try again.

If the issue continues, contact Customer Support via chat.

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#Change the app language

The Viva.com app uses the language selected in your device's operating system.

#Android

1. Open Settings.

2. Go to System > Languages & input > Languages.

3. If System is not available, go to Personal > Languages & input > Languages.

4. Select your preferred language.

5. Move your preferred language to the top of the list.

#iPhone

1. Open Settings > General > Language & Region.

2. Select your preferred language.

3. To add another language, tap Add Language and choose your preferred language.

Still need help? Our team is here to support you. Please contact us via the Chat with us option in your Viva.com account.