Contact & Support
How to Contact Vield
General Support
Email: support@vield.io
Phone: (02) 9157 9669
Hours: Monday to Friday, 9:00 AM - 5:00 PM AEST
Response time: Within 1 business day
Complaints
Email: complaints@vield.io
Mail: Suite 202 165-167 Phillip Street Sydney NSW 2000
Acknowledgment: Within 5 business days
Resolution: Within 28 business days (where possible)
Postal Address
Vield Capital Pty Ltd
Suite 202 165-167 Phillip Street Sydney NSW 2000
When to Contact Support
Account Issues
- Cannot log in
- Need to reset password
- Account suspended or restricted
- Need to update account information
- KYC verification issues
Loan Questions
- Loan application status
- Interest rate or fee questions
- LVR calculation queries
- Repayment schedule clarification
- Early repayment options
- Loan terms modification requests
Collateral Issues
- Collateral not showing after deposit
- Wallet address questions
- Collateral valuation disputes
- Withdrawal requests
- Security concerns
Payment Problems
- Payment not processing
- Bank transfer not credited
- Repayment failed
- Incorrect charges
- Payment receipt needed
Card Support
- Card application questions
- Top-up issues
- Transaction declined
- Lost or stolen device
- Card limit increase requests
Technical Issues
- App not working
- Website errors
- Connectivity problems
- Display issues
- DeFi wallet connection problems
Urgent Matters
- Suspicious account activity
- Unauthorized transactions
- Security breaches
- Lost or stolen device with app access
- Default notices
For urgent security matters, call immediately: (02) 9157 9669
What to Expect
Email Support
- Response time: Within 1 business day
- Business hours: Monday to Friday, 9 AM - 5 PM AEST
- Out of hours: Responses sent next business day
- Complex issues: May require 2-3 business days
Phone Support
- Immediate assistance: For urgent matters during business hours
- Account verification: May need to verify identity
- Call back: May offer scheduled call back if busy
Tips for Faster Support
Be Prepared
Before contacting support, have ready:
- Account email: Email registered to your account
- Loan details: Loan number or reference (if applicable)
- Transaction information: Dates, amounts, transaction IDs
- Screenshots: Of errors or issues
- Relevant documents: Receipts, bank statements
Be Specific
- Clearly describe the issue
- Include error messages verbatim
- State what you've already tried
- Mention when issue started
- Specify desired resolution
Use Correct Contact Method
- Urgent security issues: Phone
- Formal complaints: complaints@vield.io
- General queries: support@vield.io
- Document-heavy issues: Email (can attach files)
Self-Service Resources
Help Center
This Help Center contains comprehensive articles covering:
- Getting started
- Account setup and verification
- Understanding loans
- Managing collateral
- Repayments
- Risk management
- Card usage
- Security best practices
Website Resources
Website: www.vield.io
Find:
- Terms & Conditions
- Target Market Determination
- Privacy Policy
- FAQs
- Product information
External Resources
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
When to use: If dissatisfied with Vield's complaint resolution
ASIC (Australian Securities and Investments Commission)
Website: www.asic.gov.au
MoneySmart: www.moneysmart.gov.au (financial guidance)
National Debt Helpline
Phone: 1800 007 007
Website: www.ndh.org.au
Service: Free financial counselling
Scamwatch
Website: www.scamwatch.gov.au
When to use: Report suspected scams or phishing
Business Details
Vield Capital Pty Ltd
ABN: 38 672 205 113
Credit Representative: No. 553950
Authorised Representative: No. 1310503 (Immersve Pty Ltd)
LSL Alternative Credit Pty Ltd
ABN: 55 641 811 181
Australian Credit License: No. 526970
Vield Pty Ltd
ABN: 92 658 666 356
AUSTRAC Registration: DCE100809730-001
Immersve Pty Ltd
ABN: 93 658 192 057
AFSL: Number 545925
Feedback
Vield values customer feedback. Share suggestions, feature requests, or general comments via support@vield.io.
Your input helps Vield improve products and services.