FAQ

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.

Account opening is free of charge.

Registration

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).

Please contact our Support Service: +371 67 399 001; [email protected]

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

Select the field you would like to change in your account and choose the 'Edit account description" option.

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.

Click on "Forgot?", enter your e-mail and phone number and follow the instructions to reset the password.

Please contact our Support Service: +371 67 399 001; [email protected]

No, you cannot delete an account once it was created.

Click on your name in the upper corner. There you can find account limits and account information.

To do this you need to contact our Support Service: [email protected]

Please make sure that you log into your account at Dukascopy Bank, click on your name in the upper corner and near the “Payments” logo click on the “Connect” button. Then click on “Link existing account” and enter your account number in Dukascopy Payments.

Deposit

You can deposit funds to Dukascopy Payments account via payment card, linked card, Dukascopy prepaid card, bank transfer, e-money transfer service providers Skrill and Neteller, and RMB transfer.

Yes, the first deposit of any amount can be accepted only from a card or a bank account in your name.

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" or "Linked Card", funds are deposited immediately.

Dukascopy Payments accepts deposits in the following currencies: EUR, USD, GBP, CHF, AUD, CAD, JPY, RUB, PLN through "Bank Transfer", "Credit Card", "Linked Card", or CNH through "RMB Transfer". However, if you make a deposit in other currency that is not listed, you can top-up your account only through Payment Card, though an additional conversion fee may be applied.

Transfer

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.

Please contact our Support Service: +371 67 399 001; [email protected]

No. Money will return to your account only if the recipient does not accept it within 90 days.

Find the details of the payment in the "History" section in Dukascopy web/mobile application and check its status.

A commission of 1% (maximum 1 EUR) is applied to each money transfer from one Dukascopy Payments account to another Dukascopy Payments account.

Withdrawal

You can withdraw money from Dukascopy Payments account in the following currencies: EUR, USD, CHF, GBP, JPY, AUD, CAD, PLN or RUB.

A withdrawal generally reaches a card in your name instantly and generally takes up to 3 business days to reach a bank account, but it can take longer depending on your bank location.

Go to the "Withdrawal" section in Dukascopy web/mobile application and select "Dukascopy Bank/Europe" as a withdrawal type, enter the amount, an account and a sub-account number and click "Continue".

For each money withdrawal from an account 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.

Please make sure you have enough money in your account or payment card, otherwise contact our Support Service: +371 67 399 001; [email protected] to resolve this issue.

Linked Cards

To link a 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".

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 your bank account.

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).

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 at [email protected] and clarify the reason.

No, it's prohibited.

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).

Our charge on withdrawal to your card is 1.5 EUR + 2.5% or equivalent in other currencies. Please proceed to the following link for more information: www.dukascopy.bank/group/eu/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.

The maximum withdrawal value in a single transaction is 2,200 USD (or currency equivalent). Moreover, we suggest that you inquire your issuing institution about your card online limits.

Statements

Account statement represents a summary of transactions which have occurred over a chosen period of time on specific bank account.
Account statement contains information about all completed, pending and cancelled deposits and withdrawals, operations with investments, currency exchange and internal money transfer.

History section contains a list of all operations made by the account holder and arranged chronologically while statement allows to see a list of transactions on specific account.

Apart from that, account statement calculates and shows opening and closing balances as well as debit and credit turnovers even if they are equal to zero.

All information contained in account statement can be downloaded in .pdf and .csv formats.

Payment service providers

CurrencyCloud

Currency Cloud is a payment system that allows to make withdrawals in different currencies through SWIFT and local clearing systems.

The size of the commission depends on three factors: (a) withdrawn amount, (b) currency and (c) country of destination.

Commission is calculated in GBP and then, if needed, gets converted into other currencies at the interbank rate.

For money transfer in EUR fixed commission is applied (regardless of the size of the withdrawn amount).

Please, use the following CurrencyCloud calculator (in the bottom).

Skrill and Neteller

Skrill is a payment and money transfer system with a focus on low-cost international money transfers.

Neteller is also a payment system mainly used to transfer money to and from merchants.

You cannot select Skrill and Neteller as a payment method if this is your first deposit.

You can upload / withdraw up to 1,500 EUR per month without additional verification.

Operations with other Payments Systems

In order to link your Dukascopy Payments plastic or virtual card, please:

  1. Log in to your PayPal account;
  2. Click "Account" 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

You can find withdrawal, load and other limits in the “Fees   Limits” section on the Dukascopy Payments website.

You can find withdrawal, load and other limits in the“Fees   Limits” section on the Dukascopy Payments website.

You can find withdrawal, load and other limits in the “Fees   Limits” section on the Dukascopy Payments website.

Connect 911

GENERAL

Connect 911 is a unique messenger developed by Dukascopy Bank that enables numerous people around the world to chat, make calls and ask each other questions. The most active users will be rewarded for original answers and participation in various challenges from their friends.

The app is available for both iPhone and Android platforms.

You can download the app from the App Store and Google Play.
As soon as you open the app on your device, it will offer you to type in your mobile phone number. Once it is done, you will receive SMS with verification code for entry. In order to finish authorization process, follow the instructions in the app.
Once you have authorized yourself in the app we recommend you to open a mobile current account in Dukascopy Bank, where you will receive money rewards for successful participations in challenges and original answers to questions from other users. Opening current account with Dukascopy Bank is fast and free. Additionally, you can use the app to talk to your friends as well as to participate in group chats.
In order to ask a question select Chat section and then click on 911 in the top right corner. Then press on button Ask new question. Finally, select whether you want to ask a private or public question.
Private question allows you to receive up to seven different answers while the number of answers for public questions is unlimited. However, the latter option obliges you to offer a money reward that will be charged from your mobile current account.
General terms and terms of use are available in section 911, in the top of the screen through pressing the button ⓘ or opening the following link.
In case you have changed your mobile phone number, do not forget to change it in account`s settings. In case you have already opened an account in Dukascopy Bank, please, send us a request to [email protected] asking to change your mobile phone number in the app.

If you opened account under the new phone number, then payments from the app will not be completed.

However, if you decided to change your mobile phone number after you had opened an account with Dukascopy Bank, all pending transactions will be successfully completed.

In order to get a reward you need to use a referral code during your first authorization in the app. Please note, that the monetary prize will be send to both users only in case the referred person has opened a mobile current account with Dukascopy Bank.
If your friend has already opened a mobile current account with Dukascopy Bank and logged into Connect 911, he can provide you the referral code. As soon as both of you have an opened mobile current account, you will get a reward. More information is available here.
If you wish to participate in contests, you can get a referral code directly from social media where the person announcing the contest publishes it.
During the first authorization user will see a pop-up window that contains a line for referral code. This window will appear only in case if the app was downloaded on device for the first time.

In order to open mobile current account you need to fill the registration form on Dukascopy Bank website and complete a short video-identification. For the last step, you will need an identification document with machine-readable zone.

If these steps have been completed successfully, the account will be opened within one hour. In case our legal department required additional information from your side, you will be notified by an email.

Connect 911 offers its users a unique opportunity to ask questions and earn money for the most original and creative answers. The community itself selects the best answer, for which the winner gets rewarded commensurate with its rating.

Prize money are automatically transferred to Dukascopy mobile current account from Connect 911 account every week.

If your mobile current account is not opened yet, the reward will be accumulating in the app. Once you open the current account, the accrued funds will be transferred to you.

Rating is an indicator of how active and successful in answering questions user is. Initially each user gets the rating of CHF 0.3.

Based on a user`s activity the rating can be increased. In case of uniform, rude or inappropriate answers, which do not comply with community rules, moderators of the app reserves the right to lower a user`s rating or block his account.

If you want to get rid of your account, you simply need to delete the app. After 30 days, your data will be deleted from the system. During this period, you have an opportunity to restore your account by downloading the app again.
In order to close your bank account, please, send us the corresponding request to [email protected].

MISCELLANEOUS

If you see a user with a red crown on his avatar, it simply means that this person is Miss Dukascopy 2018 contest participant. If you wish to join the contest with a prize fund of EUR 300,000, following the link.
According to the rules, any self-promotion within the community is prohibited. Users who share links to external sources could be penalized or banned.
If you answer a userв`s question who has already asked more than 20 questions, you will receive only one-fifth of your rating as a reward, as Dukascopy sponsors only first 20 questions (all new users have the sign NEW located next to their avatars).
If somebody has complained about you for spam or inappropriate answer, there will be a toad in your avatar during the next hour. After that, it will be automatically removed. Each new complaint will be reflected in your statistics.
The app gives you a unique opportunity to send other users to jail for one day for EUR 1. In order to do that, simply click on user`s avatar and then click on Send to jail. However, the potential detainee need to have an active account with Dukascopy Bank.
If you find yourself in the jail, you will have two options available: either to bail out for EUR 1 and get free or wait until the end of the sentence, i.e. one day. In order to bail yourself out, you need to have an active account in Dukascopy Bank.
Unfortunately, this is impossible. Dukascopy is not responsible for premature decisions made by users and does not make refunds.
If moderators blocked your account, it means you have violated some of the terms of use. If you do not agree with moderators` decision, email our support team [email protected] or use our support chat.

If you did not receive earned funds within one week, describe the problem and send a request to [email protected] or support chat.

Please, note that all rewards for correct answers and referral programs are processed only after administration’s verification.

If you found out that something does not work properly, please, report the problem to [email protected] or support chat.

Other

Please make a request at [email protected].