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.