FAQ

Conto Bancario Svizzero

Dukascopy Bank garantisce protezione e sicurezza assoluta in quanto viene utilizzato il protocollo crittografico SSL, che assicura totale privacy e protezione delle comunicazioni. Inoltre, per alzare uteriormente il livello di sicurezza, utilizziamo il metodo di verifica via SMS per essere sicuri che solamente l'intestatario del Conto possa accedere ai servizi ad esso correlati

L'apertura del conto è gratuita.

Registrazione

  • Vai su https://www.dukascopy.bank/swiss/, clicca su “Open account” e vai avanti
  • Dopo aver compilato il modulo di registrazione, riceverai l'invito ad effetuare la videoidentificazione (assicurati di avere con te i documenti necessari - riceverai ulteriori istruzioni).

Ti preghiamo di contattare il nostro servizio di Supporto: +41 22 799 48 59; [email protected]

In alternativa alla bolletta puoi fornirci una corrispondenza, non più vecchia di 3 mesi, con un'autorità statale oppure controlla se la tua carta d'identità o patente contengono il tuo indirizzo.

Il mio Conto

Clicca sul tuo nome nell'angolo in alto e poi su "Cambiare password". Digita la password corrente e scegline poi una nuova in linea con i requisiti di sicurezza.

Clicca su "Forgot?/dimenticata?", inserisci il tuo indirizzo e-mail e numero di telefono e segui le istruzioni per resettare la password.

Ti preghiamo di contattare il nostro servizio di Supporto: +41 22 799 48 59; [email protected]

Puoi trovare informazioni relative al tuo conto ed ai limiti ad esso connessi cliccando sul tuo nome nell'angolo in alto.

Per fare ciò ti preghiamo di contattare il nostro servizio di Supporto: [email protected]

Depositi

Puoi depositare denaro sul tuo conto in Dukascopy Bank tramite carte di credito e trasferimenti bancari, inclusi quelli da altri conti in Dukascopy Bank di cui sei intestatario.

Se utilizzi l'opzione "Trasferimento bancario", il tuo deposito impiega generalmente fino a 3 giorni lavorativi per raggiungere il tuo Conto in Dukascopy Bank, ad ogni modo potrebbe impiegare più tempo a seconda del paese in cui si trova la tua banca. Se invece utilizzi l'opzione di deposito "carta di credito" o "carta collegata" il denaro viene generalmente depositato subito (Dukascopy Bank non può garantire e non garantisce che i depositi via carta siano sempre instantanei).

Dukascopy Bank accetta depositi nelle seguenti valute: EUR, USD, GBP, CHF, AUD, CAD, JPY, PLN o RUB attraverso “Bank Transfer”, “Payment Card” o “Linked Card”. Se depositi in altre valute il tuo denaro verrà prima convertito nella valuta del tuo conto (verrà applicata una commissione sul cambio), tale deposito è inoltre possibile solo attraverso carte accettate a livello internazionale.

The fee schedule for Mobile Current Account can be found here.

Trasferimenti

Si. L'unica cosa necessaria per effettuare un trasferimento di denaro è numero di telefono cellulare. Ad ogni modo, il destinatario dei fondi potrà utilizzarli solo se aprirà un Conto presso Dukascopy Bank entro 30 giorni

Ti preghiamo di contattare il nostro servizio di Supporto: +41 22 799 48 59; [email protected]

No. Il denaro tornerà sul tuo conto solamente se il destinatario non lo accetta entro 90 giorni.

Puoi trovare i dettagli del pagamento e controllarne lo status nella sezione "History" sul sito internet di Dukascopy o nell'applicazione mobile

Prelievi

E' possibile prelevare fondi dal conto Dukascopy Bank nelle valute seguenti: EUR, USD, CHF, GBP, JPY, AUD, CAD, PLN o RUB.

Solitamente un prelievo raggiunge all'istante una carta a te intestata ed impiega fino a 3 giorni lavorativi per venire accreditato su un conto bancario, ma potrebbe essere necessario più tempo a seconda di dove si trova la tua banca.

Vai nella sezione "Prelievi" sul sito di Dukascopy o sull'applicazione mobile e scegli "Dukascopy Bank/Europe" come tipo di prelievo, digita l'importo, un numero di conto e sottoconto e clicca su "Continua".

Le commissioni applicate da Dukascopy Bank sono disponibili a questo link https://www.dukascopy.com/swiss/english/about/fee-schedule/

Carte

Per collegare una carta devi andare nela sezione "Carte" e scegliere l'opzione "Collegare Nuova Carta". Inserisci i dettagli della carta negli appositi campi e clicca su "Inviare/Submit".

Prima di verificare la tua carta assicurati di avere fondi sufficienti, in quanto vi addebiteremo un piccolo importo. Controlla sul tuo estratto conto l'importo addebitato o il codice di 5 cifre ad esso riferito. Verifica la carta inserendo l'importo addebitato o il codice di 5 cifre. L'importo addebitato per la verifica ti verrà restituito sul tuo conto bancario.

La carta non verrà collegata in due casi:

  • se inserisci un codice di verifica errato (dunque, prima della verifica ti suggeriamo di controllare l'importo addebitato o il codice di 5 cifre).
  • Se non hai fondi sufficenti sul conto (l'importo addebitato può variare ma non sarà superiore a 2 euro).

Dopo verifica con esito positivo, la carta potrebbe essere trattenuta per un controllo interno. In questo caso ti suggeriamo di contattare il nostro servizio di Supporto:[email protected] per chiarirne la ragione.

No, puoi collegare solo carte a te intestate

La nostra commissioni sui prelievi sulle tue carte è pari a 1.5 EUR + 2.5% o equivalente in altra valuta. Puoi consultare questo link per maggiori informazioni: https://www.dukascopy.bank/swiss/fees-limits/

In caso l'istituto che ha emesso la tua carta non supporta questo tipo di transazione, il prelievo verrà annullato e la commissione non verrà applicata.

If you want to receive a card delivery tracking number, please send us the corresponding request via chat or email.

If you use web application, go to Cards section, select the card you have ordered and then press Activate.

If you use the Swiss Bank mobile application, go to Cards section, select the ordered card and then press Activate.

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

Afterwards, enter 4-digit activation code (digits 9-12 on the card) in the popup window to active the card. You will receive an SMS with 6-digit PIN code within a minute.

Please note that depending on the country and mobile operator the SMS with a PIN code may not arrive on the first try. In this case, please log in to the web application, go to Cards section, select the card and press Resend PIN. If the problem still persists, please contact us via chat or email.

You can find more detailed information here.

You can make online and in store purchases anywhere you see the VISA Acceptance Mark.

All applicable card fees can be found here.

At first, check whether your country is on the list that supports Apple Pay.

Open the Wallet app on your iPhone and then press on plus sign in the upper right corner and scan the card. Follow the instructions and fill in all required information.

After that, enter a security code which will be sent to your phone as an SMS or call to a number which would appear on the screen on the last step.

Open the Samsung Pay app on your phone, enter Menu, select Cards, choose Add cards and follow the instructions.

Dukascopy card can be linked to Apple Pay and Samsung Pay only (services like Google Pay, Fitbit Pay, Garmin Pay, Swatchpay etc. are not supported).

Yes, the plastic card allows you to make contactless payments.

Please note that the daily limit may vary from country to country and in some exceptional cases, depending from the terminals and merchants, the PIN code might be requested in any case.

Yes, Dukascopy card complies with 3-D Secure, as an additional layer of security during the processing of online payments.

In order to make a 3-D Secure payment two conditions must be met:

  • Merchant must use Visa Secure / Mastercard Identity Check ™ services
  • You need to receive from the card issuer (Cornèrcard) a six-digit verification code sent to your mobile phone via SMS and enter it into the payment form

In case you do not receive SMS please contact card issuer's Help Line 24h at +41 91 800 41 41

If you use web application, go to Cards section and select the corresponding 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 Histrory.

If you use Swiss Bank mobile application, go to Cards section and select the corresponding card.

Yes, you have an opportunity to change your six-digit PIN code in an ATM provided that it is located in Switzerland. This option is unavailable in other countries.

To ensure that an unauthorized person will not get access to funds on the card, log in to web or mobile application, find the corresponding card and select the Temporary block card function.

When the card is disabled, it is only possible to withdraw funds to your MCA account. You also have an option to unblock the card, or block it permanently.

To block the card permanently please contact us. It is only possible to re-order a new card in the same currency when your current card is permanently blocked.

If you want to permanently block the card, please send us the corresponding request via chat or email.

Payment service providers

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.

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.

Before start buying and selling cryptoassets you need to transfer some funds on your account with one of the chosen crypto exchanges:

  • Make sure you have necessary amount of funds on your Mobile Current Account
  • Open crypto exchange's platform, open the Dukascopy funding section, choose Add funds option
  • Authorize with your Dukascopy credentials
  • Select a debit account (an account from which you want to transfer funds) and credit account (one of the Partner accounts to which funds will be transferred), type in the amount and click Continue

After transaction is completed you can return to the exchange's platform and see updated balance of the chosen Partner account.

After you (a) have linked your account with one of the recognized crypto exchanges with your Mobile Current Account with Dukascopy Bank and (b) have topped up an account with one of the recognized crypto exchanges, you can start buying and selling cryptoassets:

  • Log in to the crypto exchange's platform
  • Navigate to the section where buying and selling crypto for fiat is offered
  • Select Dukascopy Bank among the available payment methods

The transaction will be processed instantly using the funds stored on one of your Partner accounts.

Investments

Apart from hold, exchange and transfer of fiat currencies, Mobile Current 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 agree to the brochure on Special Risks in Securities Trading and Bitcoin legal arrangement and 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 profit or loss 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 in due time to earn profits or send to other Mobile Current Account holder.

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

Mobile Current Account holders 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 on the following formula: (sum of end-of-day investment account balances / 360) * 1%

If transactions on the account (e.g. withdrawals) would not let sufficient funds to cover accrued Custody fees, the latter becomes payable and are charged immediately.

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

Commissioni e Limiti

Puoi trovare i limiti di prelievo e di deposito, oltre ad altre tipologie di limiti su“Fees   Limits” sezione del sito internet di Dukascopy Bank.

Puoi trovare i limiti di prelievo e di deposito, oltre ad altre tipologie di limite su “Fees   Limits” sezione nel sito internet di Dukascopy Bank-

Dukascopy Connect 911

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.

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.

Altro

Si prega di inoltrare la richiesta a[email protected]