Support
Need a hand with PVG Pal? Here is how to reach us, plus answers to the most common questions.
Get in touch
- [email protected]
- Response time
- Usually within one business day, Monday to Friday.
If you are reporting a data-protection issue or asking for your data to be deleted, you can email us at [email protected] for a dedicated reply.
Common questions
How do I share my PVG certificate with a coordinator?
Open PVG Pal, tap your wallet, then tap Share. Follow the prompt to grant the 14-day sharing window in ScotAccount — your coordinator gets notified automatically once the certificate is visible to them.
What is the difference between a coordinator and a volunteer?
A volunteer uses the free app to store their PVG details, receive deadline reminders, and share their certificate. A safeguarding coordinator runs an organisation’s compliance from the web dashboard — tracking volunteers, references, training, and audits. Coordinator access is a paid subscription per organisation; the volunteer app is free forever.
Is PVG Pal only for churches?
No. PVG Pal works for any Scottish voluntary organisation with PVG obligations — sports clubs, scouts, charities working with vulnerable adults, and all denominations. The app and dashboard adapt to your organisation’s governing body automatically.
Where is my data stored, and is PVG Pal GDPR compliant?
All data is stored on Cloudflare’s EU servers in full compliance with UK GDPR. We do not store ID documents, certificate contents, or self-disclosure form responses. You can request a full data export or deletion at any time from your account settings.
How do I delete my account?
In the app, go to Settings → Account → Delete account. There is a 14-day cooling-off period to prevent accidental deletion, after which all your personal data is removed. You can ask for an immediate deletion by emailing [email protected].
Why is PVG Pal Scotland-only?
PVG (Protecting Vulnerable Groups) is the Scottish disclosure scheme operated by Disclosure Scotland. England and Wales use the DBS scheme, which is different. We may add DBS support in future, but PVG Pal’s current focus is the Scottish PVG scheme.
I am a coordinator — can I still manage volunteers who don’t download the app?
Yes. If a volunteer does not download the app, their record automatically switches to coordinator-managed mode, and you can record everything on their behalf from the dashboard.
More questions?
See the full FAQ on our homepage, or email [email protected] and a real human will get back to you.