We’ve tried to make Virtual Wallet as easy to use as possible, but we all need a helping hand from time to time. In this section, we have brought together a range of information to help Care Organisations and other Providers..
If you have a question, we encourage you to look at the Frequently Asked Questions on this page, which provide answers to our most common questions. If your question isn't answered there, the fastest way to contact our team is via web chat, located in the bottom right hand side of this website.
You can do most of these things yourself, but the support team at Virtual Wallet are here to help you if you need with:
As a provider, it is unlikely that you will have day-to-day queries that need to be directed to the funding authority (the local council or the NHS) as your main relationship is with the individual.
However, many councils and NHS organisations do have arrangements with a local 'direct payments support service', who may provide support to providers.
This is an advice service that helps people with their direct payment. They will often also provide support to providers. It can be provided:
The staff are sometimes called 'Independent Living Advisors' or 'Support Brokers'.
Each local service is different, but most direct payments support services help people with:
You should be able to find the contact details for your local direct payments support service in the 'in your area' drop-down menu on the right hand side of this page.
If the individual you support is new to Virtual Wallet, the setup of PAs or providers will be covered by the 'online enrolment' process. This means that when they register, they will give us your details and this will trigger an email to be sent to you explaining how to register.
If the individual already has a Virtual Wallet account and they want to add you as a new provider, please ask them to contact the Virtual Wallet support team (webchat is the fastest way) so that we can get you onboarded.
Invoices are normally paid by Virtual Wallet within five days of them being approved.
If a provider has been setup on the Virtual Wallet system, the standard process is:
The process leads to far less invoice queries, payments being made faster and much less risk of non-payment.
Where a provider has not been setup on the Virtual Wallet system (for whatever reason), the process is:
The process is reliant on a number of manual processes that are outside of our control. It also tends to lead to a higher number of invoice queries and delays. The process is useful for one-offs, but if you provide services on an ongoing basis, it is preferable to get setup on Virtual Wallet and utilise the 'standard process'.
We have no control over how quickly the payment clearing system operates. Some payments take a few minutes to be processed, others can take a most of the day. Please wait until after close of business (generally 5pm) on the day that payment is due to be received before contacting us.
We've recently launched what we call 'online enrolment'. This is how it works:
If you have a question or are stuck, the best thing to do is open a webchat conversation with us via the webchat box on the bottom right of the screen (if there is no-one online the webchat option won't appear).
Alternatively you can call us on 03300 582692 or email us at info@myvirtualwallet.co.uk
If you can't remember your password, click on 'Forgot your password'. This should then send you an email that enables you to reset your password without needing to contact us.
If you have more than three failed login attempts, your account will be disabled for 24 hours. If you can't wait that long, get in touch with the Virtual Wallet support team on 03300 582692.
If you couldn't find the information you needed in the resources above, send a query to our support team by using this form or using the webchat in the bottom, right hand corner of this site.