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.

Mobile Current Account can be opened remotely worldwide 24/7 (except for a list of non-serviced countries) through a short video call with the Bank employee.

All you need to do is to follow the link, download the Dukascopy Connect 911 application, fill in registration form, prepare passport/ID with machine-readable zone (MRZ) and pass video identification.

The bank account opening is usually completed within several business days. You will receive a corresponding notification via SMS and email.

My account

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]

Click on your name in the upper right corner and choose Change password. Type in the current password and choose a new one in line with security requirements.

Account limits

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

Operations with Mobile Current Account are regulated by two limits:

  • Incoming quarterly limit
  • Limit on total balance

Incoming quarterly limit defines the maximum amount of funds that can be deposited on your Mobile Current Account within a quarter. The limit is not applied to transfers between your accounts within Dukascopy Group.

The size of the limit is determined at the stage of account opening based on two factors: (a) country of your residence and (b) your occupation status.

The limit is reset at the beginning of each new quarter: 1st January, 1st April, 1st July and 1st October.

Please note that the limit can be equally reached by one large transaction or by multiple small transactions.

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

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

To increase one or both limits you need to send us a corresponding request via chat or email.

The incoming quarterly limit can be increased upon condition that you manage to prove your verified monthly income. In this case the size of the limit will be equal to 450% of your verified monthly income.

The limit on account balance can be increased upon condition that you manage to prove that you can place the requested sum on your account. In this case the size of the limit can be increased up to USD 100'000.

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.

Payment operations

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.

Internal transfers

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]

Currently, this option is available in web application only.

To transfer funds to your other accounts with Dukascopy Bank (e.g. trading, binary, current, etc.) you need to find Other accounts section at the bottom of the Home page. Then move your mouse to one of the accounts and click on Internal transfer. After that choose debit (from) and credit (to) accounts respectively.

Transfers to trading account with Dukascopy Europe should be executed as an ordinary wire withdrawal.

In the opened Bank transfer form:

  • IBAN or Account number field should be filled with Dukascopy Europe’s IBAN
  • BIC/SWIFT field should be filled with Dukascopy Europe’s BIC/SWIFT
  • Personal/Billing information section should be filled with Dukascopy Europe’s name and address
  • Payment description field should be filled with your name, account and sub-account number (e.g. John Johnson, 1032256.0201USD)

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

Linked cards

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

If you use web application, select Cards and press on Connect new card.

If you use the Swiss Bank mobile application, go to Cards, tap on Linked and then press on plus sign in the upper right corner.

If you use the Dukascopy Connect 911 mobile application, click on Bank, press on plus sign in the bottom left corner, select Card operations and choose Link card.

Fill in the card's details in the mandatory fields and click Proceed.

After you have added the card to your Mobile Current Account, it needs to be verified. In other words, Dukascopy needs to make sure that you are the genuine cardholder.

To prove that you need to access your card issuer’s e-bank, open bank statement and find a reservation made by Dukascopy. After that you need to return to web or mobile application, select the corresponding card and enter charged amount or the five-digit code. The charge will be refunded to your bank account.

Once this is done (provided that the card has also passed additional internal verification conducted by the compliance department) the status of your card will be changed to Active and it will be ready for use.

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.

Dukascopy cards

Dukascopy card is a virtual / plastic prepaid VISA contactless card available for order in one of four major currencies - American Dollars, British Pounds, Euros, and Swiss Francs.

If you use web application, go to Cards section and press on Issue old prepaid card.

If you use Dukascopy Connect mobile application, press on Bank, then press on plus sign in the lower left corner, select Card operations and choose Order card.

If you use Swiss Bank mobile application, go to Cards section and press on plus sign in the upper right corner.

No, the card can be ordered by any Mobile Current Account holder except for residents of the following countries:

Afghanistan, American Samoa, Australia, Bosnia and Herzegovina, Burundi, Canada, Central African Republic, Christmas Island, Cocos Islands, Cuba, Democratic Republic of the Congo, Democratic People's Republic of Korea, Democratic Republic of Yemen, Eritrea, Ethiopia, Guam, Guinea, Guinea-Bissau, Heard & McDonald Islands, Iran, Iraq, Ivory Coast, Japan, Lebanon, Liberia, Malaysia, Myanmar, Nauru, Niue Islands, Norfolk Island, Northern Mariana Islands, Pakistan, Palestine, Puerto Rico, Rwanda, Samoa, San Marino, Somalia, South Sudan, Sudan, Syria, Vatican, Vanuatu, Venezuela, Uganda, United States of America, United States Minor Outlying Islands, Yemen, Zimbabwe.

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).

Partner accounts

Apart from the acquisition of CFD contracts on the most popular cryptocurrencies, Mobile Current Account holders have an opportunity to purchase blockchain-based crypto assets on several recognized crypto exchanges that have passed due diligence and integrated with Dukascopy Bank.

The main benefit is that during operations with cryptoassets the fiat funds will be always held in the safe custody of a regulated Swiss bank, i.e. your Mobile Current Account.

Swiss Crypto Exchange ("SCX") is a regulated exchange platform for crypto currencies and blockchain products, based in Zurich, Switzerland. SCX offers the trading of Bitcoin, Ether and selected payment and utility tokens. The platform is SRO/VQF regulated and aims to provide safe, high quality and transparent access to these products. SCX contributes to standardization, legitimacy and transparency in accordance with Swiss quality and safety criteria.

ZBX is a cryptocurrency exchange registered in Malta, operating out of a regulated environment for individual and institutional traders. ZB.com expands its European operation with ZBX exchange. ZB.com has been a world top three exchange with $300-700M in traded volume per 24 hours. ZB.com will ensure the security with its technology and know-how experience of running one of the world largest crypto currency exchanges. The exchange is currently applying for a license to be able to list Security Tokens. The founding team of ZBX has broad and intensive experiences in traditional financial services, IT and the cryptocurrency sector. ZBX’s core team is located in Malta, Switzerland, Sweden, and China.

To start trading you need to open a Mobile Current Account with Dukascopy Bank and an account with one of the recognized crypto exchanges.

Once this is done, you need to link your account with a partner crypto exchange with your Mobile Current Account:

  • Visit the partner exchanges website, sign-up and approve your account
  • Log in to the exchange’s platform and choose to link your Dukascopy account
  • Authorize with your Dukascopy credentials
  • Sign the Power of Attorney agreement
After that two new (EUR and CHF) sub-accounts will be added to your Mobile Current Account. You can find them on Home page under the Partner Accounts section.

These sub-accounts will be used solely for buying and selling cryptoassets on the exchange.

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.

In order to allow transferring funds between Mobile Current Account and Skrill / Neteller, Dukascopy needs to be sure that both accounts belong to the same person. In case some data do not match, Dukascopy will contact you via email and ask for additional clarifications. Until Dukascopy finishes verification, transfers between Mobile Current Account and Skrill / Neteller will be temporary disabled.

Dukascopy allows transferring funds only to one verified Skrill / Neteller account. In case you entered the wrong email address, please contact our support team.

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.

Account statement

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.

Dukascopy Connect 911

GENERAL

Dukascopy Connect 911 is a messenger 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 participate in various challenges from their friends.

You can download the app from the App store and Google play.

Once you have authorized yourself in the app we recommend you to open a Mobile Current Account, where you will receive rewards for participation in challenges and answers to questions from other users.

To open Mobile Current Account click on the Bank section and follow instructions (complete registration form and pass video-identification).

In order to start using a Mobile Current Account, you need to get an SMS and email with the activation link. The SMS and email are sent once the compliance department verifies your data and approves an account opening.

The verification (from the moment you passed video-identification) usually takes several business days.

Please do not repeatedly fill the registration form.

To read General terms and terms of use, select Chat section, press on 911 in the top right corner and then click on the ⓘ button. Alternatively, you can follow a direct link.

To find your promo code go to Settings and click on Referral Program. Copy the referral code and start sharing it with your friends.

If you wish to participate in contests, you can get a promo code directly from social media where the person announcing the contest publishes it.

Please note that promo code will become available only if you open a Mobile Current Account.

More information can be found here.

The promo code should be entered in a pop-up window that will appear during the first authorization in the application.

Please note that this window will appear only in case if the app was downloaded to the device for the first time.

In order to receive a referral program reward, the referred person needs to enter a referral code during first authorization in the app.

However, in order to access the earned reward both referrer and referred person must open a Mobile Current Account.

Dukascopy 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.

In order to ask a question select Chat section, click on 911 button in the top right corner, press on Ask new question and follow instructions.

At first, go to Settings section and make sure that the Social button is enabled. If the problem still persists, logout from the application, close it and then log in again.

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 monetary reward that will be charged from your Mobile Current Account.

If you have not opened a Mobile Current Account yet, the earned reward will be accumulating in the app. Once you open the Mobile Current Account, the accrued reward will be transferred there and become available for use.

All subsequent payments for questions will be made once a week. Rewards may be paid out in parts, according to the community rules.

If you did not receive the earned reward within one week, send us the corresponding request via chat or email.

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

The rating is an indicator of how active and successful in answering questions user is. Initially, each user gets the rating of CHF 0.2. 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.

To see your rating, first, go to Settings section and make sure that the Show rating button is enabled. The rating will be shown around your avatar in the form of stars.

If you answer a user`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 can be distinguished by the icon NEW located next to their avatars).

According to the community rules, any self-promotion is prohibited. As a result, users who share links to external sources could be penalized or banned.

MISCELLANEOUS

If you see a user with a red crown on his avatar, it simply means that this person is Miss Dukascopy 2019 contest participant. If you wish to join the contest with a prize fund of EUR 300,000, following the link.

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 an 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 press on Send to jail.

Please note that the potential detainee needs to have a Mobile Current Account.

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 a Mobile Current Account.

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 community rules. If you do not agree with moderators` decision, send us a complaint via chat or email.

Please note that the ultimate decision is up to the Dukascopy Bank. In case the bank sees in your action serious violation of the community rules, it might permanently block the account and close a Mobile Current 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.

To close your Mobile Current Account, please send us the corresponding request via chat or email.

Due to regulatory restrictions, customers from Brazil, Korea, Saudi Arabia and the United Arab Emirates are offered an alternative version of the application that does not contain social features, such as referral program, paid questions and others.

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

Security

Please make a request at [email protected].