FAQ

A Swiss bank account allows you to make and receive money transfers globally to and from other users of the bank. Account opening is free of charge. All you need to know to make money transfers within the system is a mobile phone number.

Dukascopy Bank 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.

Yes, you can order a debit plastic card provided by VISA. In order to do that, log in to your personal area, go to "Cards" section and click on "Issue new prepaid card".

• Go to https://www.dukascopy.bank/swiss/, click “Open account” and proceed further
• After filling in the registration form, you shall receive an invitation to video identification (make sure to have all the necessary documents at your disposal - instructions will follow).

Please contact our Support Service: +41 22 799 48 59; [email protected]

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: +41 22 799 48 59; [email protected]

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]

* Dukascopy Payments SIA (EU), Riga

Click on your name in the upper corner; near the “Payments” logo click on the “Connect” button.

• If you already have an account with Dukascopy Payments, click on “Link existing account” and enter your account number in Dukascopy Payments.
• If you do not have an account with Dukascopy Payments, click on “Create account” and follow the instructions.

You can deposit funds on Dukascopy Bank accounts via credit cards, bank transfers under your name including from other Dukascopy Group accounts.

If you use the "Bank Transfer" option, your deposit generally takes up to 3 business days to reach your Dukascopy Bank 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 generally deposited immediately (Dukascopy Bank cannot and does not guarantee that deposits via cards are always instant).

Dukascopy Bank accepts deposits in the following currencies: EUR, USD, GBP, CHF, AUD, CAD, JPY, PLN or RUB through “Bank Transfer”, “Payment Card” or “Linked Card”. If you deposit in other currencies, you should know that your money will first be converted into the currency of your account (a conversion fee will be charged) and that such deposit is possible only via internationally accepted cards.

Yes, your deposit will be accepted if it does not exceed the incoming quarterly limit. However, there is a need to note that in order to approve such deposit compliance department might ask you to provide additional information.

Yes. A mobile phone number is all you need to make money transfers. However, the recipient will be able to use these funds only in case he/she opens a Dukascopy Bank account within a 30-day period.

Please contact our Support Service: +41 22 799 48 59; [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.

Such operation is free of charge

You can withdraw money from your Dukascopy Bank 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".

The fee schedule of Dukascopy Bank is available at https://www.dukascopy.com/swiss/english/about/fee-schedule/

Please make sure you have enough money in your accout or payment card, otherwise contact our Support Service: +41 22 799 48 59; [email protected] to resolve this issue.

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 Support Service at [email protected] and clarify the reason.

No, you can link only cards under your name.

Our charge on withdrawal to your cards is 1.5 EUR + 2.5% or equivalent in other currencies. Follow this link for more information: https://www.dukascopy.bank/swiss/fees-limits/

In case the issuer of your card does not support this type of transaction, the withdrawal will be denied and 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.

Apart from acquisition and sale of 23 fiat currencies account holder is given an opportunity to invest in financial instruments on: precious metals, commodities, indices and cryptocurrency.

No, because operation presupposes acquisition of a CFD contract with maximum leverage 1 to 1. Contract details can be found here.

A contract for differences (CFD) is one of the types of financial instrument in the form of agreement between investor and instrument provider to compensate each other the difference in the price of an underlying asset.

Owning a CFD allows investor to get all benefits and share all risks of a security without actually owning it. Moreover, CFDs provide higher leverage than conventional trading and allows its owner to receive cash dividends.

Before proceeding to the purchase you need to read and confirm that you agree to the brochure on Special Risks in Securities Trading and Bitcoin legal arrangement. After that you also need to choose reference currency.

This is a single pre-selected fiat currency, in which all operations with investment instruments have to be conducted. In addition to that, the report with liquidation value of all assets, its pre-payment amount and accumulated P L will also be shown in that currency. All related operations (dividends, interests, compensations) should be paid in that currency as well.

Investment reference currency can be changed at any time. However, to do that you need to sell all assets first and only then select new reference currency.

You can either sell them at due time to earn profit or send to other user. The second option is similar to Send money operation, as it also requires only phone number to make transfers.

P/L for each particular operation is calculated as (Open price - Close price) * Quantity

Persons under the age of 16 are not eligible to acquire or receive investment instruments.

A standard commission of 1% for the purchase and sale of investment instruments is applied.

If you hold assets, custody fee will be debited at the end of each month based on the average end-of-day account balance.

If transactions on the account (e.g. withdrawals) would not let sufficient funds to cover accrued Custody fees, the latter become payable and are charged immediately. For more information follow this link.

If you sold indices a day before ex-dividend date, at ex-dividend date or continue to hold them on the balance after ex-dividend date, you are entitled to receive dividends.

The amount of dividends is calculated as Amount in contracts * Long points. The first multiplier should be taken at ex-dividend date - 1 day. The second multiplier can be found in this calendar.

Dividends should be deposited on your account at ex-dividend date + 1 day.

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.

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 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.

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

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

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].

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.

From mobile application, please log in to Bank and then go to Settings - Change password

If you are logging in using your phone, please contact our support chat or [email protected]

In mobile app choose Settings – My account – Verification limits

Please make a request at [email protected]