For security reasons, Vancelian only allows access to the application from one device at a time.
This protects your account and prevents any unauthorised access.
When you log in for the first time, your phone automatically becomes the trusted device associated with your account.
Why does the message “New device detected” appear?
This message appears when you try to log in from a different device than the one registered as your trusted device.
For example, this may occur after:
- A phone change
- A reinstallation of the application
- Other possible reasons: operating system update, app reset, or device reset
To ensure your account’s security, the old device will be automatically deactivated, and only the new device can be activated once identity verification is completed.
How to unblock access from the new device?
To confirm that it is really you, identity verification will be requested directly in the application.
- Open the Vancelian app on the new device
- Follow the on-screen instructions to complete the identity verification
- Once verification is successful, your device will be registered as your new trusted device
Your account will then be unlocked and fully accessible from this new phone
I cannot complete the identity verification: what should I do?
If you encounter a technical issue, if verification fails, or if you are unable to proceed from your device: Contact our customer support here
Our team will assist you with the unblocking procedure.