If you are unable to view your balance or the details of your assets in the Vancelian application, several explanations are possible. Below are the main points to check.
1. Check whether the display of amounts is hidden
The Vancelian application offers a privacy feature that allows all amounts displayed on the screen to be hidden.
When this option is activated, balances and amounts are replaced with dots.
This feature is designed to protect your privacy when you consult your account in a public place or in the presence of other people.
How does this option work?
- It can be activated and deactivated by clicking on the eye-shaped icon located next to the title.
- The activation applies to the entire application, and not only to the section being viewed.
- When amounts are hidden, the eye icon appears crossed out.
If you only see dots instead of amounts, please check that this option has not been activated accidentally.
2. Check the status of your account and its verification
If the amounts are not hidden but you are still unable to view certain details of your balance or assets, this may be related to the status of your account.
Some features of the application may be temporarily limited when your account requires checks or updates, particularly if certain information needs to be completed or if documents are required. In such cases, the full display of your balance or certain elements of your account may not be available.
We invite you to check whether any action is required on your part and to consult the dedicated section of our FAQ to find out which documents are accepted, where applicable.
3. Contact support in case of difficulty
If you are still experiencing an issue when trying to view your balance or assets in the application, we invite you to follow the instructions detailed here.
Where applicable, you may contact Vancelian customer support.
Our team will be able to review your situation, assist you with the necessary steps, and ensure that no malfunction is affecting the display of your account.