For security reasons, we have to identify you with the camera before we can change your phone number. You need to request a call through the app using your old number and once identified, we can change it.

Statements are available in the application under Menu – “My Statements”.

Please note that account statements are only available for the entire calendar month as of the first day of the following month. We do not provide statements for a period of days or part of a month.

To open a sub-account, click Wallet and select “Add DiP Sub-Account”. This option will only be available after you have fully registered.

You can transfer funds to your subaccount by going to Wallet – Move my funds. You need to choose destination account, source account and enter the amount (optionally you can add a note).

If your main account and the subaccount are in the same currency (e.g. PLN), the transfer is immediate and free of charge. If the currencies are different (e.g. if you wish to top up a EUR subaccount from your PLN main account), we will charge 0,5% fee and you will see the currency exchange rate before you confirm the transaction.

You can check all limits for each account in the App: enter Wallet, choose the account, and tap View Spend limits to see your available limits within your account / plastic card / virtual card.

You can find the tariffs and fees tables in the app in Menu – Legal.

To close an account, send a request to our Customer Service and provide the phone number, name and email address registered on the app.

You can easily contact us through the app by selecting “Contact Us” or “Request a Call” from the menu.

Unfortunately, some banks do not allow you to use your cards to transfer money to another card account. In such cases, the best solution is to bank transfer from your XYZ Bank account to your DiPocket account.

Your IBAN can be found in Top up –> Bank (the button is in the bottom left corner on the home screen of DiP App).


If you have a subaccount in a currency other than your main account’s currency (e.g. in EUR), you will also find there the IBAN dedicated to each such subaccount. Important – please make sure to transfer funds in the same currency as the IBAN of the DiPocket account (or subaccount) you are transferring funds to – e.g. if you send a EUR transfer to a PLN account, the funds will be returned to the sender and likely a charge will be applied by the banks involved (we do not control such charges).

Unfortunately, we do not support express transfers service and such transfers are credited as usual transfers.

Currently we do not offer individual account numbers to our users. To receive a bank transfer, please use the IBAN which you can find in the App, by tapping Top Up -> Bank.

Please note that there is a different IBAN for each currency, so if you have a subaccount(s) in currencies other than the Main Account currency, you will also find appropriate IBAN there.

One important note: for you to receive a bank transfer to DiPocket account, the sender must enter your mobile number with a country code into the transfer title, e.g.: Salary for May, 2022, +48555444333, Return for groceries, 48720721700. The country code may or may not contain ‘+’.

Log into DiPocket App, touch the Send icon and select the Bank Transfer tab at the top of the screen.

Please note that you need to setup the payee (which will be saved for future usage) before creating a bank transfer.

You can receive money via regular transfers from another bank, just provide the sender with DiPocket account details and ask the sender to add your mobile number with a country code into the transfer title, as your individual identifier, e.g.: Salary for May, 2022, +48555444333, Return for groceries, 48720721700.

The country code may or may not contain ‘+’.

To find your account number, on the home screen tap Top Up → Bank. The details can be easily copied touching the Copy icon next to the relevant account.

Yes, but you need to remember that such transfer will be converted to the account currency by our partner bank and in addition the bank will charge an exchange commission that we do not control.

We recommend sending transfers in DiPocket account currency.

The beneficiary will receive the money in the usual timeframes for the particular type of a bank transfer.

For a local transfer, it usually takes 1 working day.

However, there may be an extra delay up to 2 working days if the transfer involves currency conversion and/or if it is an international transfer of funds.

Yes, you can make both SEPA and SWIFT transfers with the DiPocket App if you are a fully registered customer.

If your recipient has not received the transfer, verify if the timeframe has been exceeded. Timeframes are in indicated in T&C’s. If the timeframe has been exceeded please contact customer support asking to locate the transfer Contact Us

Contact DiPocket customer service. Contact Us

We have a limit of 10 cards (both virtual and plastic) you can order/issue within 30 days.
You can reissue cards, but we do not offer single-use virtual cards in our app.

If you haven’t received a card within 10 business days, please contact our Customer Service Team by sending us a message to [email protected]. Please remember to give us your full name, the phone number, and email address associated with your account.

To activate your card, please log in to the DiPocket App and tap the Activate Card icon on the notification screen.

If you don’t see this icon, please tap the Wallet on the home screen, select the account for which you need to activate the card, choose Plastic, and then tap Activate plastic card.

This will activate the QR code scanner, which you should use to read the QR code received with the card.

The last step is to use your card in an ATM in any EEA country to activate the chip.

If you have lost the letter with your QR code, please contact our Customer Service Team tapping Contact us in the menu of the DiP app.

You can change your card PIN in the app in Wallet – choose the account to which the card is linked – Plastic/Virtual – ‘Change card PIN’.

In this case, you must immediately cancel your card in the app. For this, go to Wallet – choose the account to which the card is linked – Plastic – Cancel card. You can also contact us at one of the following numbers: +48 22 209 2555 or +370 520 84858 and we will help you to cancel the card.

Such type of fund movements may be associated with money laundering and/or card fraud and we, as many other financial institutions, set up our authorization rules to decline them.

Cards are intended to make purchases or withdraw cash. Without going into too much detail, the effect of using cards to top up another card or to send money to another financial institution through a merchant transaction is that the link between source and destination of funds is lost.

On the day of refund, the amount is immediately available for use only on the card on which the refund was received.

Due to the technical settings of the system, it is possible to send the refunded amount by bank transfer or DiP transfer, transfer to another sub-account or withdraw from an ATM only the next day (after 2 am).

KYC, or Know Your Customer, is a process followed by financial institutions and businesses to verify the identity of their customers. It is a crucial component of customer due diligence and is implemented to comply with legal and regulatory requirements.

The KYC process involves collecting and verifying customer information, typically through official identification documents such as passports, driver’s licenses, or national identity cards. Financial institutions also gather additional details about the customer’s background, such as address, date of birth, occupation, and source of funds.

The purpose of KYC is to prevent financial crimes, such as money laundering, terrorist financing, fraud, and identity theft. By conducting thorough identity verification and risk assessments, financial institutions can better understand their customers, detect and mitigate potential risks, and ensure the integrity of the financial system.

A Politically Exposed Person is a person holding a high-importance public position, or family member of a Politically Exposed Person, or person known to be close associate to a Politically Exposed Person. For example, the most well-known high-importance political positions are:

heads of State, heads of government, ministers and deputy or assistant ministers;

members of parliament or of similar legislative bodies;

members of the governing bodies of political parties;

members of supreme courts, of constitutional courts or of other high-level judicial bodies, the decisions of which are not subject to further appeal, except in exceptional circumstances;

members of courts of auditors or of the boards of central banks;

ambassadors, chargés d’affaires and high-ranking officers in the armed forces;

members of the administrative, management or supervisory bodies of State-owned enterprises;

directors, deputy directors and members of the board or equivalent function of an international organization.





Electronic Money Institution (EMI) officials are obliged to ask questions:

The EMI must follow the principle “Know your customer”. EMI employees must understand the actions of the client. If the client wants to make an unusual monetary transaction or is not clear about the purpose of the operation, EMI officials are obliged to ask the client questions related to the purpose of the operation or the origin of the funds.

Answering Electronic Money Institution questions will help prevent crime, especially money laundering and terrorism financing. Keep your personal data very safe, and do not disclose information about your account to other persons. Do not accept offers from suspicious persons to perform a transaction on your behalf. This will avoid any trouble and help prevent crime.

What may happen if I don’t answer the bank’s inquiry, or if I give false information?

If the Electronic Money Institution is not provided with the necessary information or requested documents (and even if they are provided, but they do not answer the questions), in some cases the institutiont will no longer be able to provide you with services, e.g. it may refuse or suspend the execution of monetary operations or transactions, or apply restrictions on the use of the account, card(s).

We ask you to provide us with revenue data so that we can better understand the origin of the funds in our clients’ accounts, as well as whether the transactions you perform match your income. This helps us get to know our customers better and makes it easier to ensure the security of our customers’ funds.

The following documents are acceptable by the institution:

Bank Statements: Recent bank statements from the account(s) where the funds originated can demonstrate a clear transaction history and show the source of funds.

Pay Slips: If the funds came from employment, providing recent pay slips or salary statements can prove that the funds are earned income.

Tax Returns: Presenting personal or business tax returns can validate the income source and provide a comprehensive overview of your financial activities.

Sale Agreements: If the funds are derived from the sale of assets (e.g., property, vehicle, business), providing sale agreements, purchase agreements, or receipts can establish the source of the funds.

Inheritance or Gift Documents: If the funds were inherited or received as a gift, providing relevant legal documents, such as inheritance certificates or gift affidavits, can demonstrate the legitimate transfer of funds.

Investment Statements: If the funds originated from investments, providing investment account statements or brokerage statements can establish the source of funds and show the investment returns.

Loan Agreements: If the funds are obtained through a loan, providing loan agreements and repayment schedules can demonstrate that the funds are borrowed rather than proceeds from illicit activities.

Business Documents: If the funds come from business activities, documents such as business financial statements, contracts, invoices, or proof of ownership can help prove the source of the funds.

Sale Receipts: For funds obtained through the sale of goods or services, providing receipts or invoices can demonstrate the legitimate income source.

Legal Settlements: If the funds are derived from legal settlements or court judgments, providing relevant legal documents can establish the source of the funds.

A scam is a type of fraud that relies primarily on manipulating the victim into taking action themselves. This may include sending money, sharing personal information, clicking malicious links, or approving transactions. Scams often imitate legitimate situations, services, or emotional relationships to appear trustworthy. Scammers may pretend to be banks, government authorities, companies, romantic partners, employers, or investors in order to gain the victim’s trust.

• Scam
A form of deception where the victim is manipulated into taking an action themselves (sending money, sharing data, approving access).

• Fraud
A broader term that includes scams, but also covers crimes where criminals misuse stolen information or systems, sometimes without the victim’s immediate awareness.
In simple terms: All scams are fraud, but not all fraud involves a scam.

Phishing and smishing (email & SMS fraud):
Fraudsters send emails or text messages containing links to fake websites that closely resemble legitimate ones (banks, government services, delivery companies). Victims are asked to enter card details or banking passwords. Messages almost always create panic with urgent language like "Confirm transaction immediately," "Stop suspicious activity," or "Pay outstanding fine now." The goal is to steal credentials or trick you into approving a payment they started.

How to protect yourself
• Never click links from unexpected emails or messages.
• Manually type the official website address instead.
• Always check the exact domain (no typos, wrong extensions).
• Never enter logins, PINs, or card details via links or messages.
• Avoid opening suspicious attachments.
• If unsure, stop and verify directly through official channels (known phone number or app).

Vishing (phone, video and remote access scams):
Scammers call pretending to be bank staff, police, IT support, or service providers. They create urgency around alleged problems (unauthorized payments, account verification, frozen funds). Victims may be guided through banking app actions, asked to switch to video calls, or instructed to install remote access software (e.g. AnyDesk, TeamViewer). The real aim is to have you authorize fraudulent payments or give them direct control.

How to protect yourself
• Never share logins, PINs, card details, or passwords over the phone.
• Hang up and call the organization back using the official number from their
website/app.
• Treat any urgent demand as a red flag, you are never required to act within
seconds, legitimate services allow sufficient time and do not pressure you.
• Never install remote access software at someone else's request.

Romance scams:
Scammers build an online romantic relationship (frequently posing as overseas military, ship captains, engineers or professionals). After weeks/months of messaging, they invent an emergency (medical issue, flight ticket to meet you, package/customs fees, business opportunity) and ask for money.

How to protect yourself
• Never send money, for tickets, emergencies, gifts, investments, or any reason.
• Be cautious if someone avoids video calls or meeting in person.
• If they push hard, get angry when refused, dodge questions about money, or escalate demands, it's a scam.

Fake inheritance, lottery or prize scams:
Victims receive messages claiming they have inherited money, won a lottery, or are entitled to a large prize, however, to "release" the funds, you must first pay taxes, notary fees, bank setup fees, shipping or legal costs.

How to protect yourself
• If you never entered the lottery or don't know the person, it's fake.
• Legitimate prizes never require upfront payments.
• Never send money to receive a larger sum.

Fake loans scams:
Ads promising loans with extremely low interest rates. You're asked to pay "processing" or "guarantee" fees upfront (notary, contract, insurance, registration, "loan code," etc.), often wired to a personal account abroad.
How to protect yourself
• Legitimate lenders never require payment before the contract is signed and funds
are disbursed.
• All fees must be clearly disclosed after approval.
• Be cautious of lenders operating only via messaging apps.

Investment & crypto scams:
Promises of high returns, "low/no risk," quick profits (heavily crypto-related). Ads or posts lead to professional-looking sites/articles (often using stolen celebrity photos). You start with a small deposit (€100–500), see fake impressive profits, and are pressured to invest more. Victims are often targeted again by recovery scams.

How to protect yourself
• Be extremely skeptical of “guaranteed” high returns or zero risk.
• Independently verify companies and platforms.
• Never deposit into personal accounts.
• Never install remote access tools for “investment help”.

Identity theft:
Identity theft occurs when criminals steal your personal information (name, ID number, banking details, card data) and use it to commit fraud in your name, such as taking loans, making purchases, or accessing accounts.

How to protect yourself
• Never share personal or banking information unexpectedly.
• Use strong, unique passwords and enable multi-factor authentication.
• Monitor your accounts regularly.
• Limit personal data shared on social media.

Card skimming:
Fraudsters use illegal devices to capture your credit or debit card
information when you make a transaction, often at ATMs or point-of-sale terminals.

How to protect yourself
• Inspect card readers and ATMs for any signs of tampering.
• Cover the keypad when entering your PIN to prevent hidden cameras from capturing it.
• Regularly monitor your bank statements and report any suspicious transactions
• Consider using contactless payment methods like mobile wallets or EMV chip-enabled cards.

Online marketplace scams:
Occur when fraudsters exploit buying or selling platforms such as classified ads, resale sites, and social media marketplaces. Common tactics include selling goods that don’t exist or are never delivered, pressuring users to move payments off the platform to bypass protections, sending fake payment confirmations, overpaying with a stolen card and requesting a refund, and urging sellers to ship items before payment has fully cleared, all designed to exploit trust, create urgency, and leave victims without recourse.

How to protect yourself
• Keep all communication and payments within the official platform.
• Avoid requests to move conversations to private messaging apps.
• Be cautious of buyers or sellers who create urgency or pressure.
• Never share card details, one-time codes, or personal documents.
• Verify payment status directly in your account before shipping goods.
• Ensure the buyer or seller is verified on the platform and that the profile appears
legitimate.

Fraudsters are experts at psychological manipulation. They use flattery, intimidation, urgency, information overload, or partial personal details obtained from data leaks or social media.

They can convincingly impersonate individuals, companies, or institutions and communicate professionally via phone calls, text messages, emails, or online platforms. Common techniques include forged emails and documents, fake companies, cloned websites, malware, and misleading advertisements.

Do not be alarmed if scammers know your name or personal details, such information is often publicly available or obtained through data breaches. Always remain calm and slightly skeptical, especially when confronted with unusually attractive offers.

Deepfake technology is increasingly used in fraud schemes. Scammers may use AI-generated voice recordings, videos, or images to impersonate bank employees, company executives, family members, or other trusted individuals. These deepfakes can appear in phone calls, voice messages, or video calls and are designed to make scams seem more convincing. Even if a voice or face looks familiar, always verify requests through independent and trusted channels before taking action.

Fraud often follows recognizable patterns. Being aware of common warning signs can help you stop a scam before any damage is done.
Watch out for these warning signs:

• Unsolicited requests for personal or banking information
Emails, phone calls, or text messages asking for login credentials, PIN codes, card details, or one-time passwords.
• Urgency or pressure to act immediately
Messages that rush you to “confirm,” “secure,” or “stop” something urgently to prevent losses or penalties.
• Suspicious financial activity
Unexpected charges or withdrawals on your bank or credit card statements.
• Unfamiliar account changes
Notifications about new devices, password resets, or changes you did not make.
• Suspicious messages
Emails or texts with poor grammar, spelling mistakes, strange formatting, or unfamiliar sender addresses.
• Unsafe or fake websites
Websites that lack proper security indicators, such as “https” in the URL or a padlock symbol in the browser address bar.

DiPocket uses multiple security measures to help protect you from scams and fraudulent activity. While no system can eliminate risk entirely, these safeguards are designed to detect, prevent, and limit potential harm.
Our protection measures include:

• Transaction monitoring
We monitor transactions for suspicious patterns and unusual activity to detect
potential fraud early.
• Security controls and verification checks
Additional verification may be required for certain actions or transactions to help prevent unauthorized use.
• Account protection tools
Secure login procedures, PIN protection, and authentication measures help protect access to your account.
• Fraud response and support
Our team is available to respond quickly to reports of suspected fraud and take action to protect your account.
• Ongoing risk assessment
We continuously review emerging fraud tactics, including phishing, social engineering, and AI-based scams, to improve our defenses.

If you suspect fraudulent activity involving your DiPocket account or card, or if you believe you have been targeted by fraud committed by someone using a DiPocket-issued account or card, please take the following steps immediately:

• Report the fraud to DiPocket
– Contact us as soon as possible so we can take appropriate action to protect your account and investigate the matter:
Email: [email protected]
24/7 Support Numbers:
+44 20 380 750 50
+370 520 848 58
+48 22 209 25 55

• Secure your account
– If you suspect unauthorized access to your DiPocket account, immediately change your passwords and PINs to prevent further unauthorized transactions.
• Monitor your transactions
– Regularly review your account activity and report any suspicious or unauthorized transactions to us without delay.
• Report to law enforcement
– If you have been a victim of fraud, we encourage you to file a report with your local law enforcement authorities, providing them
with all relevant details.
• Take preventive measures
– Consider enabling fraud alerts or placing a freeze on your credit reports to minimize the risk of further fraudulent activity.
• Stay informed
– Keep up to date with the latest fraud tactics and best practices to safeguard your personal and financial information.

Fraud prevention starts with vigilance. If you suspect fraudulent activity involving a DiPocket account or card, whether as a victim yourself or if you believe a DiPocket account is being misused, act immediately to protect yourself and report the issue to us.

To secure your mobile application:
Use strong, unique passwords or biometric authentication to access the app.
Enable automatic locking or timeout feature to prevent unauthorized access.
Regularly update the app to ensure you have the latest security patches.
Download the app only from official app stores to avoid counterfeit versions.

If your mobile device is lost or you suspect unauthorized access:
Immediately report it to the customer support team to suspend or block your account.
Change passwords and PINs associated with your mobile application and payment instruments.
Contact your mobile service provider to lock your SIM card or device.

To protect your payment instrument information:
Avoid making transactions over unsecured or public Wi-Fi networks.
Double-check the recipient’s details before confirming any payment.
Be cautious of sharing payment instrument details via email or messages.
Regularly review transaction history to detect any unauthorized activity.

Yes, the mobile applications offer additional security features, such as transaction alerts, two-factor authentication, and biometric login options. Enable these features to enhance the security of your transactions and account.

If you receive suspicious messages or emails:
Do not click on any links or download attachments.
Verify the authenticity of the sender through official channels (e.g., customer support).
Report suspicious messages to the customer support team.

Stay informed by:
Regularly checking DiPocket website or app for security tips and best practices.
Participating in webinars or workshops on mobile application security.

If you encounter technical issues or suspicious activities:
Contact the customer support team immediately.
Provide them with relevant details to assist in resolving the issue or investigating suspicious activities.

DiPocket takes customer data protection seriously. We implement advanced encryption and security measures to safeguard your personal and financial information. However, you must also do your part by using secure passwords, keeping your device safe, and being cautious with your information.

Remember, safe usage of payment instruments on the mobile application requires both the institution’s security measures and your responsible behavior.

An electronic money institution provides financial services through digital platforms, making it convenient to manage your money online, make payments, and access other financial products. These services can help you save time, avoid physical transactions, and have better control over your finances.

Yes, we have implemented measures to protect vulnerable customers, such as enhanced security features, fraud prevention tools, and customer support services.

To protect your personal and financial information:



Use strong, unique passwords for your accounts.

Be cautious when sharing personal information online or over the phone.

Regularly monitor your account statements and report any suspicious activity.

Keep your devices and security software up to date.

Be mindful of phishing attempts and avoid clicking on suspicious links or downloading attachments.

We offer customer support services to assist you with any questions or concerns. We provide guidance on using digital platforms, understanding financial products, and addressing any specific challenges you may face. Reach out to our customer support team via phone, email, or the APP.

To protect yourself from scams and fraud:



Be cautious of unsolicited requests for personal information or money.

Educate yourself about common scams and stay updated on the latest fraud trends.

Avoid sharing sensitive information or making financial transactions through unsecured websites or unfamiliar platforms.

If you suspect fraud, contact our customer support immediately and report the incident.

DiPocket provides educational resources, tutorials, and FAQs on the website to help customers understand and navigate digital financial services. We offer guides on using the DiPocket application, making payments, and managing accounts. Take advantage of these resources or contact our customer support for assistance.

To ensure your financial security as an elderly customer:

Be cautious of unsolicited offers, requests, or investments.

Consider having a trusted family member or friend involved in your financial decisions.

Regularly review your account statements and report any suspicious activity.

Seek out financial literacy programs or resources specifically designed for seniors.

Reach out to DiPocket’s customer service for guidance and support.