FAQ Dukascopy Payments What is Dukascopy Payments? How does it work? Dukascopy Payments is a mobile payment system developed by the Swiss Bank that allows you to make and receive money transfers globally to and from other users of the payment system. All you need to know to make money transfers within Dukascopy Payments is a mobile phone number. The service is available through Dukascopy Connect 911 mobile application and Dukascopy Payments web application. Is it safe to use Dukascopy Payments? Dukascopy Payments is highly safe and secure, as we use the SSL cryptographic protocol, which ensures full security and privacy of communication. Moreover, in order to guarantee additional safety, we use SMS verification method to ensure that only the account holder is able to use the service. How much does it cost to create and maintain an account with Dukascopy Payments? Account opening is free of charge. Registration What do I need to open an account and access my e-wallet with Dukascopy Payments? In order to use services of Dukascopy Payments you have to: Download and install Dukascopy Connect 911 Android or ios application, or use the web version; Register and fill out the account opening form here: Make and upload a photo/scan of: 1. Your ID document (passport or identification card); 2. Your self-portrait with your ID document; 3. Proof of address such as a utility bill (not older than 3 months). What do I do if I do not receive any registration confirmation? Please contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com How can I verify my residential address if I do not pay any bills? As an alternative to the utility bill you may provide correspondence with state authority that is not older than 3 months or check your ID card or driving license that may contain your address.
My Account How do I view or edit my e-wallet information? Select the field you would like to change in your e-wallet and choose the Edit wallet description option. How do I change my password? Click on your name in the upper corner and choose Change Password. Type in the current password and choose a new one in line with security requirements. What if I forgot my password? Click on Forgot?, enter your e-mail and phone number and follow the instructions to reset the password. How do I close my account? Please contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com Can I delete e-wallet in a certain currency? No, you cannot delete an e-wallet once it was created. Where can I find information on account limits? Click on your name in the upper corner. There you can find account limits and account information. How can I increase account limits? To do this you need to contact our Support Service: eu.pay@dukascopy.com Deposit What are the possible ways to fund my Dukascopy Payments account? You can deposit funds to Dukascopy Payments account via a credit card, bank transfer or Dukascopy trading account. Are there any restrictions on my first deposit to Dukascopy Payments? Yes, the first deposit of any amount can be accepted only from a credit card or a bank account opened at the client s name at the credit institution. The first deposit cannot be made from a prepaid card. How long does it take for funds to be deposited into my account with Dukascopy Payments? If you use the Bank transfer option, your deposit takes up to 3 business days to reach your Dukascopy Payments account, however, it might take longer depending on your bank location country. If your preferred deposit type is Credit card, funds are deposited immediately. In which currencies can I make deposits to an e-wallet? Dukascopy Payments accepts deposits in the following currencies: EUR, USD, GBP, CHF, AUD, CAD, JPY, RUB, PLN or CNH through Bank Transfer, Payment Card or Dinpay. However, if you make a deposit in other currency that is not listed, you can top-up your e-wallet only through Payment Card, through an additional conversion fee may be applied. Transfer Can I transfer funds to another person who does not have a Dukascopy Payments account? Yes. A mobile phone number is all you need to make money transfers. However, the recipient will only be able to use these funds in case he/she opens an account with Dukascopy Payments within a 30-day period. What if I make a mistake when typing the mobile phone number of the recipient? Please contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com
Can I cancel a payment that I have already completed? No. Money will only be returned if the recipient does not accept it within 30 days. Where can I find out the status of my payment? Find the details of the payment in the History section in Dukascopy web/mobile application and check its status. How much does it cost to make a transfer to another person? A commission of 1% (maximum 1 EUR) is applied to each money transfer from one Dukascopy Payments e- wallet to another Dukascopy Payments e-wallet. Withdrawal In which currency can I withdraw money from my e-wallet? You can withdraw money from Dukascopy Payments e-wallet in the following currencies: EUR, USD, CHF, GBP, JPY, AUD, CAD, PLN or RUB. How long does it take for Dukascopy Payments to process my withdrawal? It will be immediately processed to your card, and it will take up to 3 business days to process a withdrawal to your bank account. How to withdraw from Dukascopy Payments to a trading account? Go to the Withdrawal section in Dukascopy web/mobile application and select Dukascopy Bank/Europe as awithdrawal type, enter the amount, an account and a sub-account number and click Continue. What is the withdrawal fee for a Bank Transfer? For each money withdrawal from an e-wallet to an international Bank account, Dukascopy Payments charges 2.5 EUR (SEPA) and 21 EUR (non-sepa); 20.5 USD; 2.5 CHF (16 CHF non-six); 15.5 GBP; 2625 JPY; 32 AUD; 32 CAD; 84 PLN; 1890 RUB. What if my withdrawal is denied? Please make sure you have enough money in your e-wallet or payment card, otherwise contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com to resolve this issue. My Card How can I link my bank card to my Dukascopy Payments account? To link a bank card you need to proceed to the Cards section and choose the Connect New Card option. Fill in the card s details in the mandatory fields and click Submit. How do I verify my card? Before verifying your card, make sure that you have sufficient funds on your account as we will make a small charge to your card. Check your bank statement for the charge or the 5 digit code in reference of the charge. Verify the card by entering charged amount or the 5 digit code. The charge will be refunded to you account. Why I cannot link my card? A card will not be linked in two cases: If you enter wrong verification code (therefore, before every single verification we suggest you double check the charged amount or the 5 digit code) If you do not have sufficient funds on your account (charged amount may vary but it will not exceed 2 EUR)
Why is my bank card in pending status? After a successful verification, the card may be held on for an internal review. In this case, we suggest you to contact our client support team eu.pay@dukascopy.com and clarify the reason. Can I link a Prepaid Card within your system? No, it s prohibited. Can I add third person s card to my Dukascopy Payments account (relative s or friend s)? No, you cannot add third person s card to your Dukascopy Payments account. You may only add your personal card issued by a financial institution (bank). How much will I be charged when withdrawing funds to my card? Our charge on withdrawal to your card is 2 EUR + 2% or equivalent in other currencies. Please proceed to the following link for more information: https://www.dukascopy.com/pay/fees-limits/ Please be informed that not all card issuers support this type of transaction. In case of unsuccessful transaction the commission will not be charged. What is the maximum amount I can withdraw? The maximum withdrawal value in a single transaction is 2,000 EUR. Moreover, we suggest that you inquire your issuing institution about your card online limits. Dukascopy Card Plastic and Virtual What is the difference between plastic and virtual cards? The main difference between plastic and virtual card is that with plastic card you are able to pay for goods and services in a physical shop and initiate ATM operations (e.g. money withdrawal, balance inquiry). All other operations are absolutely the same for both cards. Where can I use Dukascopy plastic or virtual card? You can use your Dukascopy card anywhere Debit MasterCard cards are accepted. That s millions of locations worldwide from retail stores to online, mail, and phone orders. You can also use your card to pay bills online. How many cards can I have and in which currencies? You can have only one plastic card of a single currency (e.g. one card in EUR, one card in USD, etc.) and an unlimited number of virtual cards in other available currencies. Dukascopy Payments works with the following currencies: EUR, USD, GBP, CHF and RUB. Do I need to activate and/or register my card before using it? For plastic cards, please, follow instructions attached to your plastic card in the envelope upon receiving. For virtual cards, no activation is required. Card Issues What if I do not receive my card at all? If you do not receive your card, please contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com How can I top up my Dukascopy card? In order to top up your card, please go to the Cards section, choose the desired card and then press the TOP UP CARD option.
Where can I check my balance? You can check your balance in Dukascopy web/mobile application by proceeding to the Cards section, or check it using an ATM for your plastic cards. Can I see my transaction history? Yes, you can check your transaction history by selecting the History section in Dukascopy web/mobile application. Where can I find my Dukascopy card s PIN code? To find your PIN code, please proceed to the Cards section, choose the desired card and press the CHECK PIN option. In the new pop up window, proceed to the My Account section and select Security Settings. If you failed to find the PIN code, please contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com Is there any possibility to change the PIN code for the plastic card? No, it is not possible to change your card s PIN code. What is the expiration date of a plastic card? Dukascopy plastic card is valid for 3 years. Dukascopy virtual card is valid for 2 years. What if my card is not accepted? If you fail to do a POS or an Online payment, please check your balance and limits or contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com. Can I block/close a plastic or a virtual card myself? Yes, you can block your virtual card through Dukascopy web/mobile application. To do so, please select the Cards section, choose the desired card and then select the BLOCK CARD option. Mind that the card reactivation is not possible. You will have to order a new card. What if my card is lost or stolen? To protect your funds against unauthorized actions, please go to Dukascopy Web or Dukascopy Connect 911 mobile application, log in to your account, select the Cards section, choose the desired card and then select the BLOCK CARD option. If you fail to block your card, please contact our Support Service: +371 67 399 001; eu.pay@dukascopy.com. How do I withdraw money from a card that has been blocked? You have two options to withdraw your money: Card withdrawal You have to order a new plastic/virtual card and write an inquiry to eu.pay@dukascopy.com, stating that you want to transfer money to a new card (this operation is free of charge). E-wallet withdrawal You have to write an inquiry to eu.pay@dukascopy.com that you want to transfer money to your e- wallet. Please note that a fee of 2% will be applied to this operation. Is it possible to unblock a card that was recently blocked? No it is not possible. You have to order a new plastic or virtual card. Cards Fees What is the monthly service fee? Monthly service fee for both plastic and virtual cards equals to: EUR 0.75; USD 0.80; GBP 0.50; CAD 1.10; AUD 1.10. What is the card activation fee? The plastic card activation fee equals to: EUR 7.00; CAD 10.20; USD 7.50. The fee applies to plastic cards only. There is no activation fee for virtual cards.
What is the load fee? The load fee is applied to each money top-up to Dukascopy Payments card from Dukascopy Payments e-wallet. The load fee is 1% for both plastic and virtual cards. What is the ATM withdrawal fee? For each cash withdrawal, Dukascopy payments charges: EUR: 2.50; CAD: 3.60; USD: 2.75; respective to the card currency. The fee applies to each withdrawal regardless the amount. (Surcharges of local ATM may be applied) What is the FX mark-up fee? The FX mark-up fee is a commission taken by a bank if a transaction is performed in a currency different from the currency available on the card. Dukascopy Payments FX mark-up is 2.5% per transaction. Operations with other Payments Systems How to link cards to PayPal? In order to link your Dukascopy Payments plastic or virtual card, please: 1. Log in to your PayPal account; 2. Click Wallet at the top of the page; 3. Click the Link a card option; 4. Fill in your personal details and follow the on-screen instructions to add the card. Fees and Limits What are the fees for using Dukascopy Payments? You can find withdrawal, load and other limits in the Fees & Limits section on the Dukascopy Payments website. Are there any funding/transfer limits? You can find withdrawal, load and other limits in the Fees & Limits section on the Dukascopy Payments website. What is the limit for funds withdrawal from a Dukascopy card? You can find withdrawal, load and other limits in the Fees & Limits section on the Dukascopy Payments website. Other How to get a copy of a Payment Order? Please make a request at eu.pay@dukascopy.com.