Security

What if I think my account has been compromised?

What to do if you think your account has been compromised If you believe your account has been accessed without your knowledge or consent, you should immediately do the following: - Change your password. Use a unique password you don't use anywhere else. - To change your password, log out of the app and select the "Forgot Password" option. - Let us know. Advise us by opening a ticket with Customer Support. - Increase your security. - Make sure you're using a password manager like 1Password or LastPass to generate and store your passwords - Make sure you're using antivirus software and it's up to date - Make sure you have malware protection in place - Enable biometric security or pin code protection on your mobile devices if possible - Enable or install firewall software to protect your computer against intrusion What we will do We will freeze the accounts of any individuals found to be breaching our Terms and Conditions. We will then investigate and where possible, return your collectibles and/or Gems. Collectibles cannot leave the VeVe system so in most cases it should be possible to return them. Your account security Please note that your account security is your responsibility. You must not use passwords you have used for other accounts, and as your VeVe account can contain valuable items, you must treat VeVe as you should any other banking or financial app. You can read more about account security here.

What is source of wealth/funds and why have I been asked to provide it?

For customers from some countries, we are required to collect the source of your wealth/funds that you will be using to purchase Gems. We need to establish this to ensure the legitimacy of the wealth held/income received by these customers i.e. that is not the product of criminal activity.  Please note the following: - When requested to provide a description of the documents, provide as much information as possible in English about the documents and why it is your source of funds/income.  If your source of wealth/income is income from a job/company, please ensure you describe the job and the company you work for.  - If your source of wealth/income is income from a job /company, you need to provide a document which evidences the income from the job e.g. pay slip, bank statement showing your pay, employment contract. -  If your document is a bank statement please ensure the deposits showing your income are highlighted (the deposits must be referenced as 'wages' or 'salary').  - If you are a student you still need to show where your income/financial support comes from. For example, if your income/support is provided by your family you will need to provide a document showing your parents' source of wealth/funds and a document that show your parent's providing you with the financial support. - If you do not currently have a job, you still need to provide a document showing where your funds come from (e.g. a document showing income from a previous job) - If you trade crypto to generate your income, then you need to provide evidence of sufficient transactions/trades to show that this could be your source of income. One transaction is not sufficient. Examples of sources of wealth/funds that you can provide - Employment: - Wages/salary - Employment contract - Copy of pay slips from the last three months; - Bank statements showing the last three incoming payments which must be referenced as 'wages' or 'salary' 1. Investments income: - Investment / savings certificates, contract notes, surrender statements - Bank statement clearly showing receipt of funds and investment company name - Letter detailing funds from an accountant/solicitor 2. Business proceeds: - Revenue from the operation of a business - Latest audited company accounts - Letter from solicitor/accountant confirming revenue/income 3. Disposal of business or assets - Contract of sale for the business/assets - Written confirmation of sale by solicitor/accountant 4. Inheritance: - Grant of probate which must show the value of the estate - Letter from solicitor/accountant 5. Gift: - Donor's source of wealth (evidenced as per the evidence requirements in this list) along with a letter from the donor confirming details of the gift - Letter from a solicitor confirming the origin of the gift and donor's source of wealth. 6. Property sale: - Revenue from a property sale - Sale contract - Letter from solicitor/accountant 7. Superannuation lump sum / annuity or retirement plan payments: - Copy of closing statement - Letter confirming collection

Can I use a bot, emulator, or script to access VeVe?

No. You cannot use a bot, emulator or script to access VeVe - only the officially provided apps. If you use a bot or script to access any VeVe service, you'll be in violation of VeVe's Terms of Use and you may have your account features restricted, or your account disabled permanently, and without warning. We are committed to providing a fair environment for collectors free of bots, scripts and other tools or processes designed to give an unfair advantage when accessing our services. If you use any non-standard software, tools, operating systems, VPNs, proxies, bot farm, scripts etc you risk triggering our security systems and having your account restricted, and it may be some time before we are able to review your account if you subsequently raise a support ticket. Please only use the official VeVe apps and genuine hardware to access our services, to ensure a fair experience for everyone.

Does VeVe support emulators or jailbroken devices?

The VeVe app does not support the use of emulators like Bluestacks or jailbroken or "rooted" devices. Please only use the legitimate, unaltered operating systems and hardware to ensure you have the best VeVe experience. Please note that devices that are jailbroken or root, or have been in the past (even if the operating system has been reinstalled), will be blocked from accessing VeVe services. See more in the Terms of Use: https://www.veve.me/terms/