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Frequently asked questions

Can I use DiPocket account as a regular bank account?

DiPocket is much more convenient than a regular bank account. You can register even before leaving your country and give your employer all necessary details to receive salary. You can open a subaccount and order additional DiPocket MasterCard® card for your family while you can still control the funds and make immediate, free transfers between your main account and subaccounts. With DiPocket you can make bank transfers with very attractive fees and pay only 1% of commission on transactions with currency exchange

Can parents outside the EU make a DiPocket account for their child studying abroad, yet under the age of 18?

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 has to be a fully registered DiP customer

How can I edit my DiPocket profile?

Log in to DiP app and press your profile pic (or avatar if you have chosen one). In the top right corner you will find a red pencil icon, touch it and you can edit your data (like email, phone number, app language or mailing address). To change your name, last name or registered address, you will need to upload a new document to confirm the change.

How can I order a DiPocket Card?

Your DiPocket MasterCard® card will be sent to you automatically to the mailing address you provided during registration right after we confirm your registration. It usually takes 4-7 days to receive it. If you don't get it by that time, please contact our Customer Support Team

How can I send money to my child who studies abroad?

Simply make a bank transfer from your bank, using your child's DiP account details. It can be found in the app, your child has to log in, choose Menu → Receive Bank Transfers and use details for such transfer

How can I send money to my family?

You can make a regular bank transfer from DiPocket app, press "Send money" icon on your home screen, choose "Bank Transfer" at the top of the screen and enter all necessary data. When you make a bank transfer to a new payee you need to enter all their banking data. Thereafter all you have to do for further transfers is select their name in the dropdown list

How long it takes to receive a bank transfer sent from DiPocket?

The beneficiary will receive the money with the normal delay for the particular type of bank transfer. For 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

How much does it cost to use DiPocket?

Your main account and your first subaccount are free of charge, also you don't pay anything for your DiPocket MasterCard® cards issued for these accounts. You can withdraw money from Bank Pekao S.A. ATMs in Poland with no commission or from other ATMs in Europe with a low fee of PLN2.50/ GBP 0.50/EUR 0.75/USD 1.00. DiP Transfers and Face-to-Face payments are free of charge. We also have a very low fee (1%) for foreign currency transactions

How to activate my card?

To activate your card please login to DiPocket App and use Activate Card icon on the Home Screen. If you don’t see this icon, please press My Wallet, select the account for which you need to activate the card, press the settings wheel and select Activate my card. This will activate the QR code scanner, which you should use to read the QR code received with the card. Last step is to use your card in an ATM in one of EU countries to activate the chip

How to receive money through DiPocket account?

You can receive money via regular bank transfer from another bank, just give the sender your DiPocket bank account details that you can find by going to Men → Payments → Receive bank transfer

How to top up an account?

There are many ways to top-up your DiP accounts:

  • Money transfer from another bank: you can find the details for local or international bank transfers to your DiPocket account by currency going to Request money → Bank transfer. Please note that you can easily copy the bank transfer details by touching the "Copy" icon next to the relevant account
  • Add a card issued by other bank - for immediate top-ups. Please go to My Wallet and press Add a card issued by other bank. Please note that the card must be in your name. Next simply choose TopUp from Card button and enter necessary details
  • Ask another DiPocket customer to transfer money to you – free and instantaneously

I have a problem with a card transaction. What should I do?

Contact our Customer Service and describe what happened, including as many details as possible. Please remember to give us your full name, phone number you entered during registration and email address. Once we check your transaction, we will contact you via email.

I keep blocking myself — but I enter the correct login PIN and Secret Answer

DiPocket App won't block you unless you enter the wrong Secret Answer twice or wrong login PIN three times. Please pay attention as the Secret Answer is case-sensitive

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

If you lost the letter please Customer Service. We will get back to you within a few hours and after a voice verification you will get a new QR code

I requested a call, but I didn't receive it — what to do?

We normally call back well within 2 minutes. Please check your notifications settings as most likely we try call you but you can't hear us: Go to Settings → Apps → DiPocket and enable notifications Reload the App and request call again. Please bear in mind that it is not a normal phone call but an in-App live conversation with our Back Officer

I try add my XYZ Bank credit card to My Wallet but the App won't let me do it

Unfortunately, some banks (and your XYZ Bank is amongst them), don't allow using their cards to transfer money to another card account. In such cases the best solution is to make a bank transfer from your XYZ Bank account to your account with DiPocket - you will find bank transfer details in Menu → Payments → Receive Bank Transfers.

If you are using an Android phone, please check to see if your DiP app is up to date. In some cases, previous versions of the app will not allow cards to be registered.

I'm waiting for an incoming bank transfer, when I will receive it?

It depends on the type of transfer: standard domestic bank transfer in Poland will be received next business day, international transfer - up to 2 business days, SEPA transfer – max. next business day and domestic GBP transfer in the UK - up to 3 business days

Is it possible to make SEPA and SWIFT transfers?

Yes, you can make both SEPA and SWIFT transfers with DiP app if you are a fully registered customer

Is it safe to use DiPocket?

We hold your funds in a stable European banks and we do not reinvest them. Our systems are built following the strictest security standards, including the most sophisticated data encryption technology, to protect your information. DiPocket is regulated by the UK Financial Conduct Authority (FCA). We regularly report to the FCA on our activity and we must abide by all applicable financial regulation and customer protection laws. In addition, as a Principal Member of MasterCard®, we are subject to MasterCard's rules of conduct and other operational rules

What documents I need to complete full registration?

Full registration gives you access to many additional functionalities like: bank transfers, higher limits, use your card abroad, sharing accounts or supervised accounts for teenagers. To achieve it, we will ask you to scan a picture ID (i.e. passport), EU visa and a proof of your address. We use your personal data only to confirm your identity

What for do I need to take two selfies?

We use your selfies only for internal, security reasons, to identify you visually if you lose your access credential or your account is compromised. You can change them any time editing your profile

What is the difference between avatar and selfies

We use selfies only for internal, security purposes. The avatar is your public face, like in social apps. It shows on DiP home page and is displayed, for example to people you send money to or who send you money.

What should I do, If I would like to give to my wife access to money on my account?

You can open a second account for her within your DiPocket App - note that you can choose the currency (e.g. if you prefer EUR or USD - you can easily and instantaneously transfer money between accounts in different currencies using our live exchange rates), name the new account, order a card without name and give it to her. Unfortunately if your wife is not EU resident she cannot have an account of her own but cards on your account are yours and you can share them with your loved ones

Where can I find details to perform a bank transfer?

Log in to DiP app and on your home screen you will find the Send Money icon, select it, choose Bank Transfer tab and enter all necessary data

Where can I find the daily limits for my ATM transactions?

You can check all limits for each account in the app: enter My Wallet, choose the account and press settings wheel. You will see Available limits option there (daily and monthly limits for payments and all you DiP cards)

Why PayPal charges my DiPocket Card in PLN regardless of the currency of my purchase?

PayPal selects the currency of your card based on their internal rules, and automatically converts the purchase amount to that currency, applying their exchange rates (which can be much more expensive for you than charging your DiPocket card in the transaction currency). You can avoid that and save on currency exchange rates by clicking on ‘Other Conversion Options’ on the ‘Review Your Payment’ page and selecting ‘Bill me in the currency listed on the seller’s invoice’. For a permanent solution, you can alternatively write to them providing the last two digits of your DiPocket card registered with them and ask them to always charge that card in the card currency (which you need to specify - so for example, if the card is attached to a EUR sub-account, you should tell them to charge it in EUR).

HOW-TO

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