Contact Customer Service

Our Customer Service telephone lines are not open over a Bank holiday period, however our chat functionality is open. This contains plenty of articles which may help you with your query.

Due to the information that is held on your profile, we understand that we must implement strict security measures. Therefore, your password needs to contain 12 characters, a capital and lowercase letters, 1 number and 1 special character

If you have forgotten your password, to log onto the platform, you will need to visit the link https://www.vivup.co.uk/users/password/new and enter in your email address. This will generate an email to you to reset your password. Please do check your junk and spam in case it arrives there.

 If you find that the system will not allow you to enter a new password, please try and clear your cache or open the link on an alternative browser/device as this should resolve it.

 If you need any further assistance please do let us know by calling us on 01252784540 when you have access to a computer.

Every employer is different, but your employer does have until the end of the month to approve orders in time for the payroll report to be generated so reductions/deductions can commence the following month. Most employers regularly go through orders received at least once a week to authorise.

Once your order has been approved, we will notify you by email and we will then be able to send your order over to the relevant supplier.

If you have entered your password incorrectly too many times, your account will lock. We then send you an email with instructions on how to unlock your account which you will need to follow. This email may go to your junk or spam so please check these folders.

If you haven’t received this email within 10 minutes, please go to the log in page and you will be able to resend the email to yourself. Once you click the latest email and followed the steps, this will then unlocked your account.

If you need any further assistance please do let us know by calling us on 01252784540 when you have access to a computer.

We work with many organisations but not all of them feature on the drop down menu to register to but instead have a direct link to the platform to register on. Please check if you have been provided this from your employer or contact us on 01252 784540 so we can help you.

You can log into the platform and click on ‘My Profile’ Within here you can remove your old organisation and then update this field with the correct employer. Please scroll to the bottom and save at the end.

To submit feedback, you can get in touch via our employee helpdesk. Should you wish to make a complaint, more information can be found here