FAQs

Registration

  • What documents do I need to complete the registration?
    – A photo of a valid, not expired, government-issued photo ID:
    – ID card
    – Passport
    – Driver’s license issued in the EEA
    – A proof of your address in the EEA
    (If you are not an EEA national or legal resident, we will ask you additionally to scan your valid EEA residence permit or Visa Type D)

    Please be informed that we don’t accept scanned copies of ID documents.

  • Why are this information and these documents collected?

    Compliance with Regulations: Electronic money institutions are often subject to regulations and legal requirements imposed by financial authorities and anti-money laundering (AML) frameworks. Customer data and documents are collected to comply with these regulations, verify identities, and prevent illicit activities like fraud, money laundering, and terrorism financing.
    Know Your Customer (KYC) Requirements: KYC regulations mandate that financial institutions must have a thorough understanding of their customers’ identities, financial activities, and risk profiles. By collecting data and documents, electronic money institutions fulfill their KYC obligations and ensure the legitimacy of their customers.



    Fraud Prevention and Security: Gathering customer data and documents allows us to conduct thorough due diligence and risk assessments. By verifying the information provided, we can detect and prevent identity theft, fraud, and other unauthorized activities. This helps protect both the institution and its customers.



    Enhanced Customer Experience: By collecting data, we can improve their services and optimize customer experiences. They can analyze customer usage patterns, identify pain points, and implement improvements based on the gathered insights.



    Anti-Financial Crime Measures: Electronic money institutions play a crucial role in preventing financial crimes. By collecting data and conducting transaction monitoring, we can identify suspicious activities and report them to the relevant authorities. This helps protect the financial system and contributes to global efforts against money laundering and illicit financing.

  • How can I confirm my address?

    We can accept:

    · Utility bill – including water, gas, electricity, broadband, telephone landline, cable TV;

    · Benefits agency letter confirming your rights to benefits ;

    · Current Tenancy Agreement from a local council;

    · Bank account statement showing transactions in the statement period;

    All documents must be dated within the last three-month period

    If you have a document in PDF format, please email it to us. You can easily do this through the app by clicking “Contact Us” in the menu.

  • Why weren’t my selfies accepted?
    Your face must be clearly visible in the selfies, and no other people must be in it. Also, we do not accept selfies taken with no clothes on.

  • Can a child under 18 years old be registered in the app?

    DiPocket offers account for teenagers (above 13 and under 18 years old). A kid should register as any other customer and invite a parent/legal representative as an account supervisor. After the invited supervisor accepts such invitation, the teenager will be able to use all DiPocket functionalities. Please bear in mind that the parent must be a fully registered DiP customer.

Logging in to the app

App services and functionalities

  • How can I edit my DiPocket profile?
    Log in to the DiPocket app, go to the Menu and click on your profile picture (or avatar if you have chosen one) to enter My Profile.

    You can edit your email, phone number, language, mailing address, cardholder name and selfies.

    To change your first name, last name or registered address, you must upload a new document to confirm the changes. If you need to update your ID or address document, tap a photo of the document to activate the camera and upload a new document.

  • How do I change my DiP-registered phone number if the old number is invalid?
    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.

  • Where can I get my statements?
    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.

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

  • I have opened a main account and a subaccount. How do I transfer funds to the subaccount?
    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.

  • Where can I find the daily limits for my transactions?
    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.

  • Where can I find the tariffs and fees tables?
    You can find the tariffs and fees tables in the app in Menu – Legal.

  • How to close the DiP account?
    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.

Account Top up

  • How do I top up my DiPocket account?
    – You can top up your DiP account with a transfer from another bank: the details for local or international bank transfers to your DiPocket account in each currency can be found by going to Top Up → Bank and selecting the relevant currency.

    You can easily copy the details by clicking on the Copy icon next to the corresponding account.

    One important note: to receive a bank transfer, the sender must enter your cell phone number with the country code in the transfer title, for example: May 2022 Salary, +48555444333, Grocery Refund, 48720721700. The country code may or may not contain ‘+’.

    – Add a card issued by another bank – for an immediate top-up.

    From the Home screen, press “Top Up”, select “3D Party Card” and enter the necessary details of the card you want to add in “Add new card”.

    You will also be able to scan the card number by clicking on the “Scan” icon. Note that the card must be issued in your name.

    To top up your card, simply click “Top Up”, select the card, enter the necessary details and confirm.

    – Ask another DiPocket customer to transfer money to you with a “DiP transfer” – free and instant.

  • I am trying to add my XYZ bank card to My Wallet, but the app won’t let me do that.
    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.

Payment transfer

  • Why haven’t I received a Payment transfer?
    First of all, please make sure that the phone number was specified in the transfer note (with the country code, without spaces between the numbers, with a space before and after the phone number).

    Payment transfers that do not contain a phone number in the transfer note will be automatically returned to the sender within 1-2 working days.

    Also, please note that local transfers in PLN are credited within 1 working day, SEPA transfers within 2 working days, and Swift within 2-3 working days.

  • Where can I find my IBAN?
    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).

  • Can I receive/send express transfers to/from my DiPocket account?
    Unfortunately, we do not support express transfers service and such transfers are credited as usual transfers.

  • Do I get a unique IBAN with DiPocket?
    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 ‘+’.

  • How can I make a bank transfer via the App?
    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.

  • How can I receive money via regular bank transfer to DiPocket account?
    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.

  • Can I receive bank transfers in the currency different from the currency of my DiPocket 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.

  • How long does it take to receive a bank transfer sent from DiPocket?
    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.

  • Is it possible to make SEPA and SWIFT transfers?
    Yes, you can make both SEPA and SWIFT transfers with the DiPocket App if you are a fully registered customer.

  • Why my recipient hasn’t received the transfer?

    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


  • I sent a transfer to an incorrect or to someone else’s account, what should I do?

    Contact DiPocket customer service. Contact Us

Cards

  • How can I order a DiPocket Card?
    You can order your card as soon as we have confirmed your registration. After logging in to DiP app you will see ‘Order a card’ tile on the home screen. It usually takes 5-7 business days to prepare and receive your card.

  • What to do if I haven’t received a plastic card?
    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.

  • How can I activate my card?
    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.

  • I lost my QR code. How can I activate my card?
    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.

  • What to do if my plastic card is about to expire?
    Unfortunately, an automatic reissue of the card is not yet provided.

    You can order a replacement card via the DiP app for free any time, but you will have to block your current card.

    Please check your mailing address in ‘My Profile’ before you order a new card.

    Then go to Wallet, choose the account, tap ‘Plastic ‘, and then cancel the card and order a new one. Usually, delivery takes 10 days.

  • How many cards can I order? Why can’t I create a card?
    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.

  • How to change a card PIN?
    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’.

  • What if my card was lost or stolen/taken by the ATM?
    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.

Card Payments

  • I have a problem with a card transaction. What should I do?
    Contact our Customer Service Team and describe what happened, including as many details as possible. You can easily contact us via the App tapping Contact us or “Request a call” at the menu.

  • Why can’t I make a transaction to another financial institution?
    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.

  • Today I received a refund to my account, but I cannot use the funds. Why?
    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).

AML

  • What is Anti-money laundering (AML)?

    Anti-money laundering is the act of prevention of Money Laundering and Terrorist Financing.

    Money laundering is the illegal process of converting money earned from illegal activities into “clean” money – money that can be freely used in legitimate business operations and does not have to be concealed from the authorities.

    Terrorist financing is the provision of funds or providing financial support to individual terrorists or non-state actors.

  • What is KYC?

    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.

  • What is a Politically Exposed Person?

    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.

  • Why should I respond to any inquiries related to my payment tool?

    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).

  • Why is it necessary to provide income data?

    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.

FRAUD

  • What is Fraud?

    Fraud is an intentional act of deception, often committed for personal gain, that involves tricking individuals or organizations into giving away their money, personal information, or sensitive data.



    Popular Fraud Types

    Phishing: Fraudsters send deceptive emails or messages pretending to be a legitimate institution, such as a bank, to obtain personal information or login credentials.

    Identity Theft: This occurs when someone steals your personal information, such as your Social Security number or credit card details, to commit fraudulent activities in your name.

    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.

    Fake Websites: Scammers create fraudulent websites that resemble legitimate ones to trick users into entering their personal information or making payments.

    Investment Scams: These scams promise high returns on investments but are designed to defraud individuals by taking their money without delivering the promised results.



    Identifying Fraud

    To help identify potential fraud, watch out for the following warning signs:

    Unsolicited requests for personal information or login credentials through email, phone calls, or text messages.

    Suspicious charges or withdrawals on your bank or credit card statements.

    Unexpected account activity, such as unfamiliar transactions or changes in your account details.

    Emails or messages with poor grammar, spelling errors, or unfamiliar sender addresses.

    Websites without proper security measures, such as the absence of “https” in the URL or a padlock symbol in the browser’s address bar.

  • How can I protect myself from phishing attempts?

    Be cautious of emails, messages, or phone calls asking for personal information or login credentials. Legitimate institutions won’t request sensitive information through these channels. Avoid clicking on suspicious links and verify the legitimacy of the sender before sharing any details.

  • How can I safeguard against identity theft?

    Protect your personal information by using strong, unique passwords for your accounts, regularly monitoring your credit reports, and being cautious of sharing personal information online or over the phone. Consider using two-factor authentication for added security.

    How can I verify the authenticity of a website?

    Look for secure website indicators such as “https” in the URL and a padlock symbol in the browser’s address bar. Be cautious of websites with poor design, spelling errors, or unusual web addresses. When in doubt, directly type in the institution’s official website address or contact customer support for verification.

    What should I know about investment fraud?

    To protect yourself from investment fraud:

    Conduct thorough research before investing in any opportunity. Be skeptical of investment offers promising unusually high returns or guaranteed profits. Verify the credentials of financial advisors or investment professionals. Consult with reputable financial institutions or seek professional advice before making investment decisions.

  • How can I protect myself from card skimming?

    To protect yourself from card skimming:

    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 immediately. Consider using contactless payment methods like mobile wallets or EMV chip-enabled cards.

  • What to Do If You Suspect Fraud?

    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.

SAFE USAGE OF THE MOBILE APP

DATA PROTECTION

  • How does DiPocket use my personal data?
    We only use your personal data to provide the Services, for regulatory purposes (e.g., for money laundering and terrorist financing prevention), where you provided consent in a clear and unambiguous way, and where necessary to protect our legitimate interests (e.g., in the event of legal claim).

    Please find more details on personal data collected, legal basis for processing your data, data retention periods, your rights, etc. in our Privacy Policy.

    Rest assured DiPocket carefully safeguards the information it holds about the customers and never sells it to third parties. We are committed to ensure that the usage of the personal data of our customers was carried out strictly according to the law and best industry practices.

    If you still have any questions about DiPocket’s Privacy Policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us at [email protected].

VULNERABLE CUSTOMERS

  • Who is considered a vulnerable customer?
    A vulnerable customer is an individual who, due to specific circumstances, is at a higher risk of experiencing harm or disadvantage when engaging with financial services. This increased risk can stem from a variety of factors, which may be temporary or permanent. Factors that contribute to customer vulnerability include:

    Health issues: Physical or mental health conditions that affect a person’s ability to make informed financial decisions or manage their finances effectively.
    Life events: Major life changes such as bereavement, job loss, divorce, or serious illness, which can create financial stress or reduce a person’s capacity to deal with financial matters.
    Financial capability: Limited understanding of financial products and services, low confidence in managing money, or poor financial literacy.
    Resilience: Reduced ability to withstand financial or emotional shocks due to a lack of savings, support networks, or coping strategies.
    Digital exclusion: Limited access to or familiarity with digital technologies, which can hinder a person’s ability to access online financial services.
    Our commitment is to recognize and support vulnerable customers by providing tailored assistance and ensuring that our services are accessible, clear, and considerate of their specific needs. If you believe you fall into this category or are facing difficulties, please do not hesitate to reach out to our support team for personalized assistance.

  • What is an electronic money institution, and how can it benefit me?

    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.

  • Are there any specific measures in place to protect vulnerable customers?

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

  • How can I ensure the safety of my personal and financial information?

    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.

  • I am unfamiliar with digital financial services. How can I get assistance?

    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.

  • I am concerned about financial scams and fraud. What can I do to protect myself?

    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.

  • What resources are available to help me understand and navigate digital financial services?

    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.

  • I am an elderly customer. How can I ensure my financial security?

    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.