Helpdesk
How can we help?
General
ROOV Budget helps you to:
- Gain insight into your own account and the account managed by your social professional (for example, a guardian, debt mediator or budget coach). This lets you check at any time whether necessary payments have already been made, whether your salary has been paid and whether other expenses have appeared.
- Share account information yourself with your case manager. This can be useful, for example, for budget coaching or with VAPH support organisations.
- Manage the income and expenses on your current account. This helps you understand where every euro goes and ultimately gives you greater control over your financial situation.
- Share information such as documents and invoices with your case manager, so they have the necessary information to make decisions together with you.
You can access your account on a smartphone and/or tablet, provided these are your personal devices.
Account
Your case manager gives you access to the ROOV Budget app. If you would like access to ROOV Budget, it is best to discuss this with them.
Once your case manager grants you access, you will receive an email or SMS with a personal link to sign in to ROOV Budget. When you sign in to the ROOV Budget app using this link, you will receive another email or SMS with your personal login code. Enter this code on the login screen to access ROOV Budget.
You can use ROOV Budget on multiple devices. Simply log in the same way as on your other devices: enter your email address or phone number, and you will receive an email or SMS with your access code.
Do you use a PIN code and have you forgotten it? You will need to request a new email or SMS containing a code. You can then set up your biometric access or PIN code again.
Make sure you log in using the same email address you used when you first signed in. If you still experience problems, contact us at customercare@roov.app.
Your case manager gives you access to the app and can deactivate your account. Ask them to delete your account. You will retain access to your account for 30 days, so you can download your data. After that, your account will be blocked.
Your case manager creates an account for you and registers you on the app. This is necessary to store your data securely and make it accessible from multiple devices.
Data & Privacy
With ROOV, you are and remain the owner of your data. Your data is never sold to third parties, and we fully comply with GDPR requirements.
In the context of collective debt settlement or guardianship, or budget coaching, information about your linked bank account(s) may be shared with your debt mediator or guardian. You can change these sharing settings in the settings for each account.
Bank account
From the ROOV Budget home screen, click Bank Accounts, then “Add account”. You can then link an existing bank account. Follow the instructions to access your account in less than three minutes.
We currently support almost all Belgian banks. If your bank is not supported, contact us via customercare@roov.app.
If you experience problems linking your bank accounts, please feel free to send an email to customercare@roov.app, with the following info:
- What is the e-mail address or phone number of your ROOV account?
- Which bank?
- Type of account
- Which device are you using?
- Possibly a screenshot of where it goes wrong, or an explanation of the steps up to the point where you encountered the error.
Your debt mediator or guardian may not be sharing this information with you. Please contact them about this.
Transactions
That depends from bank to bank. We go back as far as possible in the past. The banks are obliged to provide a history of at least 90 days. We cannot provide more than the bank is willing to give us.
While using the app, we have transactions synchronised at the bank. It may take a few minutes before all recent transactions are loaded.
If you get a warning about the status of your bank account, new transactions are not loaded. Then you can always try to reconnect and authorise your bank account.
If you are still experiencing problems, please contact customercare@roov.app.
The debt mediator or administrator may only share incoming or outgoing transactions with you.
We also depend on the information shared with us by the bank. In some cases, older transactions may not be provided by the bank.
