Helpdesk
How can we help?
Client of a lawyer
General
Thanks to the app, you can get insights into your financials in real time. You can see at any time of the day whether the necessary payments have already been made, your salary has been deposited and whether any other expenses have cropped up. On the other hand, the app also helps you manage income and expenses in your current account. This way, you know where every euro goes and ultimately have more control over your financial situation.
You can access your account on a smartphone and/or tablet, if they are your personal devices.
On your smartphone/tablet, it is best to download the app:
Account
To use the app, you need to create an account by registering. This is necessary to keep your data safe and accessible from multiple devices.
It is possible to register through ROOV, your Google or Apple account.
You can use ROOV from multiple devices. Here you just need to log in the same way as on your other devices.
If you were using a password to log in, Then on the login screen, under the password field, you can click on "forgot your password?"
You will enter your e-mail address from your ROOV account and we will send you an e-mail with a link to reset your password.
If you were using another login method such as Google, Apple or Facebook, then your password is managed there and you will need to request your password there again.
Click on "forget your PIN". You get the following message: "you can access your account again by logging in via your chosen method (email, Apple, Facebook or Google)". Once logged in, you can use the avatar button at the top right to adjust your PIN preferences.
On mobile/tablet, you can click on "forgot your PIN". You will get the following message: "you can access your account again by logging in via your chosen method (email, Apple, Facebook or Google)". Once logged in, you can change your code via the avatar button at the top right, under "setting", under "pin code".
Maybe you had registered via Google, Facebook or Apple login, and need to log in this way. It could also be that an incorrect password was entered.
Maybe you have multiple accounts with different login methods (Google, Apple, Facebook or password). Check if you can log in using a different method.
iOS: click on the avatar button at the top right under settings select Profile and select Delete Profile.
Android: At the moment, it is not possible to delete your account in Android. You can delete your account by sending an email to customercare@roov.app.
Data & Privacy
To use the app, you need to create an account by registering. This is necessary to keep your data safe and accessible from multiple devices.
It is possible to register through ROOV, Facebook, your Google or Apple account.
You can use ROOV from multiple devices. Here you just need to log in the same way as on your other devices.
Maybe you have multiple accounts with different login methods (Google, Apple, Facebook or password). Check if you can log in using a different method.
iOS: click on the avatar button at the top right under settings select Profile and select Delete Profile.
Android: At the moment, it is not possible to delete your account in Android. You can delete your account by sending an email to customercare@roov.app.
Privacy is one of the most important values for us. Your data is stored on Belgian servers that meet the very highest security standards. We attach enormous importance to the privacy of our users. Because we work under the licence of the National Bank, we also have to comply with the strict regulations and conditions in terms of storage of all data.
With ROOV, you are and remain the owner of your data! You can therefore rest assured that your data will not be sold on to third parties, not even anonymously or aggregated. Your data can only be used to improve our services, for example to train our artificial intelligence. This is of course entirely in accordance with GDPR regulations.
In the context of collective debt settlement or administration, it is possible that data about your linked bank account(s) will be shared with your mediator or administrator. You can adjust these sharing settings via settings. Click the avatar button at the top right. Click on bank accounts and select the account you want to change.
You can now choose which data to share.
Bank account
If you are using ROOV Premium, you can automatically import your transactions from your bank card into the app.
- Go to "Transactions" tab and click "Link your bank account".
- Follow the steps on the screen to link your bank account.
- If your bank is not listed contact us at: customercare@roov.app.
- Once linked, you will be able to access your transactions when performed.
- You can then categorise these transactions so that they appear in your Insights. You can do this by clicking on a transaction and then you can change the category.
If you encounter problems linking your bank account, send an email to customercare@roov.app with the following info:
- Which bank
- Account type
- Which device
- Where does it go wrong
- Possibly a screenshot
We currently support almost all Belgian banks. If your bank is not supported, contact us via customercare@roov.app.
It is currently not possible to link savings accounts, securities accounts, credit cards or meal vouchers.
New European regulations and technical solutions are being worked on to make this possible in the future. A timing for this is not yet known.
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 of your ROOV account?
- Which bank?
- Type rekening
- Which device are you using?
- Possibly a screenshot of where it goes wrong.
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.
It is important that after registering, you have entered the code given to you by your debt mediator or administrator.
In the case of collective debt settlement, you must first link your account yourself to access the section account.
In the case of collective debt mediation, you are required to link your living allowance account yourself to access the mediator's account.
If you still do not see a balance, the mediator or administrator may not share this info with you. Please contact your administrator for this.
In the case of collective debt mediation, you are required to link your own living allowance account to access the mediator's account.
The debt mediator or administrator may only share incoming or outgoing transactions with you.
In addition, older transactions may not be shared by the bank. The bank is required by law to offer only a 90-day history.
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.
In the case of collective debt mediation, you are required to link your living allowance account yourself to access the mediator's account.
If you still do not see a balance, the mediator or administrator may not share this info with you. Please contact your intermediary or administrator for this.
In the case of collective debt mediation, you are required to link your own living allowance account to access the mediator's account.
The debt mediator or administrator may only share incoming or outgoing transactions with you.
In addition, older transactions may not be shared by the bank. The bank is required by law to offer only a 90-day history.
Private individual
General
Thanks to the app, you can get insights into your financials in real time. You can see at any time of the day whether the necessary payments have already been made, your salary has been deposited and whether any other expenses have cropped up. On the other hand, the app also helps you manage income and expenses in your current account. This way, you know where every euro goes and ultimately have more control over your financial situation.
You can access your account on a smartphone and/or tablet, if they are your personal devices.
On your smartphone/tablet, it is best to download the app:
Account
To use the app, you need to create an account by registering. This is necessary to keep your data safe and accessible from multiple devices.
It is possible to register through ROOV, your Google or Apple account.
You can use ROOV from multiple devices. Here you just need to log in the same way as on your other devices.
If you were using a password to log in, Then on the login screen, under the password field, you can click on "forgot your password?"
You will enter your e-mail address from your ROOV account and we will send you an e-mail with a link to reset your password.
If you were using another login method such as Google, Apple or Facebook, then your password is managed there and you will need to request your password there again.
Click on "forget your PIN". You get the following message: "you can access your account again by logging in via your chosen method (email, Apple, Facebook or Google)". Once logged in, you can use the avatar button at the top right to adjust your PIN preferences.
On mobile/tablet, you can click on "forgot your PIN". You will get the following message: "you can access your account again by logging in via your chosen method (email, Apple, Facebook or Google)". Once logged in, you can change your code via the avatar button at the top right, under "setting", under "pin code".
Maybe you had registered via Google, Facebook or Apple login, and need to log in this way. It could also be that an incorrect password was entered.
Maybe you have multiple accounts with different login methods (Google, Apple, Facebook or password). Check if you can log in using a different method.
iOS: click on the avatar button at the top right under settings select Profile and select Delete Profile.
Android: At the moment, it is not possible to delete your account in Android. You can delete your account by sending an email to customercare@roov.app.
Data & Privacy
To use the app, you need to create an account by registering. This is necessary to keep your data safe and accessible from multiple devices.
It is possible to register through ROOV, Facebook, your Google or Apple account.
You can use ROOV from multiple devices. Here you just need to log in the same way as on your other devices.
Maybe you have multiple accounts with different login methods (Google, Apple, Facebook or password). Check if you can log in using a different method.
iOS: click on the avatar button at the top right under settings select Profile and select Delete Profile.
Android: At the moment, it is not possible to delete your account in Android. You can delete your account by sending an email to customercare@roov.app.
Privacy is one of the most important values for us. Your data is stored on Belgian servers that meet the very highest security standards. We attach enormous importance to the privacy of our users. Because we work under the licence of the National Bank, we also have to comply with the strict regulations and conditions in terms of storage of all data.
With ROOV, you are and remain the owner of your data! You can therefore rest assured that your data will not be sold on to third parties, not even anonymously or aggregated. Your data can only be used to improve our services, for example to train our artificial intelligence. This is of course entirely in accordance with GDPR regulations.
In the context of collective debt settlement or administration, it is possible that data about your linked bank account(s) will be shared with your mediator or administrator. You can adjust these sharing settings via settings. Click the avatar button at the top right. Click on bank accounts and select the account you want to change.
You can now choose which data to share.
Bank accounts
If you are using ROOV Premium, you can automatically import your transactions from your bank card into the app.
- Go to "Transactions" tab and click "Link your bank account".
- Follow the steps on the screen to link your bank account.
- If your bank is not listed contact us at: customercare@roov.app.
- Once linked, you will be able to access your transactions when performed.
- You can then categorise these transactions so that they appear in your Insights. You can do this by clicking on a transaction and then you can change the category.
If you encounter problems linking your bank account, send an email to customercare@roov.app with the following info:
- Which bank
- Account type
- Which device
- Where does it go wrong
- Possibly a screenshot
We currently support almost all Belgian banks. If your bank is not supported, contact us via customercare@roov.app.
It is currently not possible to link savings accounts, securities accounts, credit cards or meal vouchers.
New European regulations and technical solutions are being worked on to make this possible in the future. A timing for this is not yet known.
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 of your ROOV account?
- Which bank?
- Type rekening
- Which device are you using?
- Possibly a screenshot of where it goes wrong.
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.
It is possible to link multiple accounts at the same bank, as long as you are the holder of these accounts.
When you start linking via multiple customer numbers at the same bank accounts. It is possible that previous links will no longer synchronise.
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.
In the case of collective debt mediation, you are required to link your living allowance account yourself to access the mediator's account.
If you still do not see a balance, the mediator or administrator may not share this info with you. Please contact your intermediary or administrator for this.
In the case of collective debt mediation, you are required to link your own living allowance account to access the mediator's account.
The debt mediator or administrator may only share incoming or outgoing transactions with you.
In addition, older transactions may not be shared by the bank. The bank is required by law to offer only a 90-day history.
