Frequently Asked Questions

General

Is DIXIPAY a bank?

No. DIXIPAY is not a bank but a payment institution offering a payment service and processing solution.

What is DIXIPAY?

DIXIPAY is a fully secured online payment services processor offering online financial services for individuals and corporate, instantly sending and receiving money via internet, merchant accounts and e-commerce payment services.

Does it cost anything to open DIXIPAY account?

Opening an account with DIXIPAY is totally free.

What are the advantages of using DIXIPAY?

  • Send money from your account to anyone anywhere in the world, even if the recipient is not a DIXIPAY member yet.
  • Secure online payments to merchants who accept DIXIPAY or MasterCard.
  • Send payments to telecom companies and other merchants around the world.
  • Withdraw money from your account using your DIXIPAY Premium MasterCard.
  • Instantly upload money to your account using your credit card (Currently MasterCard).

Can I have more than one DIXIPAY account?

No, it’s not allowed to hold more than one account from the same category, however it’s allowed to hold up to two accounts from different categories (Personal account & Business account).

In what languages is customer service available?

Customer service is available in English, Russian and Arabic.

What are your office hours?

  • Our office in Moscow is open from (10:00 till 18:00 GMT+3) Monday through Friday.
  • Our office in Cairo is open from (10:00 till 18:00 GMT+2) Sunday through Thursday.
  • Our customer service for DIXIPAY Premium MasterCard is working 24/7
  • You can contact us only through our operation offices in Moscow or in Cairo
  • Belize office is a registered address for our sister company and not a physical operation office.
Account

Is my DIXIPAY account a bank account?

No, your DIXIPAY account is not a bank account. It is electronic wallet issued by DIXIPAY which allows you easily and securely, purchase goods and services online or transfer money to your family and friends instantly.

What is the difference between a personal account and a business account?

A Personal account is the perfect account to send and receive money. You can send money to friends, family, or anyone who has an email address beside shopping online securely and safely. This account has different deposit and withdrawal methods. The Business account is tailored to meet all the needs of your online business, Customers can shop on your website and pay on DIXIPAY. This is a quick and easy way to start accepting credit cards online. A simple integration into your website allow your customers to pay securely and easily. Your customers don’t even need a DIXIPAY account to make a payment.

Does my DIXIPAY Account expire?

No, your DIXIPAY account does not expire.

Can I link more than one email with my account?

  • Personal account holders can register up to 2 email addresses linked with their accounts in addition to primary email address
  • Business account holders can register an unlimited number of email addresses linked with their accounts in addition to primary email address

I forgot my password, how can I log into my account?

Follow the next procedure:

  1. Click on “Remember Password” link.
  2. Enter your “Login”, “Date of birth” and “Verification Code”
  3. Click on “Remember Password” button.
  4. Enter the verification code sent to you by email.
  5. Click “Confirm”.
  6. Enter your new password.
  7. Click “Confirm”.
  8. Click “Login” and access your account using your new password.

How can I close my account?

If your account balance is $ 0.00, just click on the button to Close Account in your Profile section and follow the instructions, but if you have a positive balance of the account, you must first to withdraw your money or send it to another DIXIPAY member before you can close your account. If you close your account with us, you will not be able to open an account again from the same IP address because it will have been placed in the prohibited list

Deposit Money

How can I deposit money into my DIXIPAY account?

You can deposit money into your DIXIPAY account by one of the following methods:

  1. DIXIPAY Prepaid cards. (Instantly)
  2. Bank wire. (Usually takes 2-5 working days)
  3. Credit cards. (Instantly)
  4. International money transfer systems like: Western Union, Money Gram, and Anelik. (Usually takes 1 working day)
  5. Bill Pay Kiosks. (Instantly)

How can I send bank wire to fund my DIXIPAY account?

Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Deposit Money”.
  3. Under “Other Methods” section, click on “Bank Wire”.
  4. Enter the amount and choose currency.
  5. Click Next.
  6. Click Confirm.
  7. You will receive a bank wire instructions in your email, which you have to submit to your bank and instruct it to wire the funds to DIXIPAY bank account.
  8. Very important to mention your DIXIPAY account number in the reference field of the bank transaction.
  9. The funds will be credited to your DIXIPAY account once received.

In which currency should I make a bank wire deposit?

Currently, you can deposit money using bank wire by USD, EURO, RUR and EGP. More currencies will be available soon.

How can I use my credit card to fund my DIXIPAY account?

You have to register your credit card into your account for verification using the following procedures:

  1. Login to your DIXIPAY account.
  2. Click on “Credit Cards”.
  3. Under “External Credit Cards” section, click on “Register Credit Card”.
  4. Fill the required fields.
  5. Click Next.
  6. Review details, sign your order and confirm.
  7. We will charge your credit card for a small random amount between 1.01 USD and 2.99 USD
  8. Check your credit card statement online to know the exact amount debited from your credit card or contact your issuer bank for assistance.
  9. Under “External Credit Cards” section, Click on Credit Cards List
  10. Select the credit card, click on “Verify”, type and confirm the exact amount debited from your credit card.
  11. Upon completion, the transaction amount will be credited to your DIXIPAY account and your card will be verified.

How can I deposit money into my DIXIPAY account using Western Union or Money Gram?

Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Deposit Money”.
  3. Under “Other Methods” section, click on “Money Transmit Systems”.
  4. Select “Remittance Company”, define the “Amount” and choose “Currency”.
  5. Click “Next”.
  6. Review details, and click “Confirm”.
  7. Check your email, you will receive the instructions to where you can send money
  8. You can send transfer by your local currency and it will be deposited to your account in one of the following currencies: USD, EUR, RUB, EGP

How DIXIPAY will know that I have sent money by Bank Wire or Western Union to fund my account?

Once you have sent the money using “Bank Wire” or any of “Money Transmit Systems”, you must inform DIXIPAY to trace it. Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Deposit Money”.
  3. Under “Expected Deposits” section, click on “Expected Deposits Order”.
  4. Fill the required fields.
  5. Click “Next”.
  6. Review details, and click “Confirm”.

Do you accept a third party deposit?

No, Third party deposits are strictly forbidden for both Personal & Business accounts and all funds must originate from a bank account held in your name or company name holder of DIXIPAY account.

  • DIXIPAY never accept receiving bank wire from any bank account in somebody else’s name with your DIXIPAY profile mentioned in the payment details field.
  • Personal account holder: you can receive deposit by bank wire from any bank account held in your name only.
  • Business account holder: you can receive deposit by bank wire from any bank account held in your company name or from your personal bank account if your name mentioned in company profile.
  • We will be obliged to return any such payment and you will be charged for all banking and administrative costs.
Send Money

How can I send money from my DIXIPAY account?

You only need the email address of the recipient or his account number in DIXIPAY to execute the payment. As long as there are sufficient funds in your DIXIPAY account, any payments you send are deducted from your DIXIPAY balance. Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Send Money & Payment”.
  3. Under “Send Money” section, click on “Send Money Order”.
  4. Select between send money to email or to recipient account.
  5. Enter the amount to transfer and choose currency.
  6. Select from the list, who should pay the transaction fees.
  7. Click “Next”.
  8. Review details, sign your order and Confirm.

Can I send money to someone who is not a DIXIPAY client?

Yes, the recipient does not need to have a DIXIPAY account at the time of sending the funds, however he will receive an email informing him that he has received money through DIXIPAY, but he must register at DIXIPAY in order to collect the funds sent to his email address.

How long does it take to send money ?

Payments are made instantly but if the recipient is not yet a DIXIPAY client he will be notified by email to first sign in at DIXIPAY to receive the payment.

Can I send money to an account in another currency?

Yes, you can send money online to any account with different currency than yours, only our international foreign exchange rates will be applied.

Can I cancel a payment that I made?

You can cancel a Send Money transaction only if you have sent the money to recipient email address that is not registered at DIXIPAY yet. The transferred amount will be re-credited to your DIXIPAY account, less the transfer fees. Once the recipient registers with DIXIPAY and receives the funds, the transaction can no longer be cancelled.

Who bears the transaction fees?

Basically, we are charging 0.5% maximum $5 per transaction should be collected from sender by default. However, Sender may select charges to be paid:

  1. By sender
  2. By recipient
  3. Shared 50-50 between sender & recipient
Receive Money

How can I receive money in my DIXIPAY account?

Just send your DIXIPAY account number or your email address to the sender to be able to send you money instantly through DIXIPAY payment system.

I received money but I do not have account in DIXIPAY yet, How can I claim the money?

In order to accept a DIXIPAY transfer you must have a DIXIPAY account. Once registered by the same email of invitation, the payment will be automatically deposited in your account. You can withdraw the money using bank wire to your bank account, or using DIXIPAY Premium MasterCard with any ATM worldwide, also you can use it to purchase online from any internet merchant accept MasterCard.

What is the cost of receiving money in my account?

Basically, we are charging 0.5% maximum $5 per transaction should be collected from sender by default, and receiving money is Free. However, receiving money operation costs based on the charging option selected by the sender during sending money, Sender may select charges to be paid:

  • By sender
  • By recipient
  • Shared 50-50 between sender & recipient 

Someone sent me money to the wrong email address. What can I do?

Unless the transfer is collected by the receiver the sender can always cancel the transaction and his DIXIPAY account will be refunded, and will be able to re-send it to you. In all cases, the sender will not be able to retrieve the transaction fee is deducted from his account.

What can I do if I want to accept DIXIPAY on my website?

You have to use our API mentioned in our web site “Merchant Tools” or contact our customer support to assist you.

Withdraw Money

What is the withdraw methods available in DIXIPAY?

  1. Through DIXIPAY Premium MasterCard.
  2. Through bank wire transfer to your bank account worldwide.

How can I withdraw funds using DIXIPAY Premium MasterCard from my DIXIPAY account?

Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Withdraw”.
  3. Under “DIXIPAY MasterCard” section, click on “Top up DIXIPAY MasterCard”.
  4. Select card and enter the amount.
  5. Click “Next”.
  6. Review details, sign your order and Confirm.

How can I withdraw funds by bank wire from my DIXIPAY account?

Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Withdraw”.
  3. Under “Bank Wire” section, click on “Send a Bank Wire”.
  4. Enter the amount to transfer and choose currency.
  5. Select a bank account from the list.
  6. Click “Next”.
  7. Review details, sign your order and Confirm.

How long does it take to process a withdrawal by bank wire?

A bank wire transfer may take 1 – 2 business days to process.

What is the IBAN?

IBAN is The International Bank Account Number, and it has a maximum of 34 alphanumeric characters. Every bank account number in a participating European country can be converted into an IBAN.

What is the SWIFT Code?

The SWIFT code is also known as BIC (Bank Identifier Code). It’s an 8 or 11 alphanumeric characters long international standard uniquely identifying your bank.

In which currency I'll receive my bank wire withdrawal?

You should receive your withdrawal in USD, EUR or the official currency of the country where your bank is located.

DIXIPAY Visa Prepaid Card

Is there any condition to order DIXIPAY Visa Prepaid Card?

Yes, you must hold a verified account with DIXIPAY, and you must have a sufficient balance into your account covering card fee, shipping and minimum initial fund upload.

How can I order DIXIPAY Visa Prepaid Card?

Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Credit Cards”.
  3. Under “DIXIPAY Card” section, click on “Order DIXIPAY Visa Card”.
  4. Enter number of cards required, startup balance per card and select shipping method.
  5. Click “Next”.
  6. Review order details, and “Confirm”.

How do I load money onto my DIXIPAY Visa Prepaid Card?

Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Withdraw”.
  3. Under “DIXIPAY Visa Card” section, click on “Top up DIXIPAY Visa Card”.
  4. Select card, and define the amount you need to upload.
  5. Click “Next”.
  6. Review order details, and “Confirm”.

How long does it take to upload fund to my DIXIPAY Visa Prepaid Card?

Normally, it will be available within a few hours but could take up to 2 working days to credit.

How can I check my DIXIPAY Visa Prepaid Card balance and statement?

There is no physical statement will be mailed to you for DIXIPAY Visa Card. To check your balance and all transactions online, however you can also check your balance through any ATM wherever the Visa Card acceptance mark is displayed.

Do you need to check my credit history?

DIXIPAY doesn’t offer you credit, so we don’t need to run a credit check or check your credit history.

What are the fees of DIXIPAY Visa Prepaid Card?

How long will it take for card delivery?

Using Fedex courier service: Your card will be delivered within 1-6 working days after you complete your order (Recommended). Using Regular mail: Your card might be delivered within 10-21 working days after you complete your order.

Where can I use my DIXIPAY Visa Prepaid Card?

You can use your DIXIPAY Visa Card at over 26 million retail outlets, online shopping and over one million ATM locations worldwide, wherever the Visa Card acceptance mark is displayed.

What is the minimum age for having a DIXIPAY Visa Prepaid Card?

You need to be over 18 years old to apply for DIXIPAY Visa Card, although cards are available to people 13 years old and over, as long as the card application has been completed by a parent or legal guardian over the age of 18.

What is my maximum daily ATM withdrawal limit?

You can withdraw up to 3,000 USD per day using ATM.

What is the maximum card balance?

The maximum card balance is 15,000 USD per month.

Can I order more than one card?

Yes, you can order more than one card for your children, parents or even your friends, However it will be connected to the main account (Yours), and you will have the full control on funding it whenever you need.

What happens if my DIXIPAY Visa Prepaid Card gets lost or is stolen?

If your DIXIPAY Visa Prepaid Card is lost or stolen, you must contact our customer services immediately on  +44 2035191133 or via your internal email. Upon doing so, your card will be blocked and money will be frozen, so no one else can use the card. (Calls will be charged at the international rate set by the country you are calling from).

Credit Cards

Can I use my credit card to fund my DIXIPAY account?

Yes, you can add funds to your DIXIPAY account using your own credit card.

What types of cards do you accept?

Currently, we accept both Visa & MasterCard.

How can I use my credit card to fund my DIXIPAY account?

You have to register your credit card into your account for verification using the following procedures:

  1. Login to your DIXIPAY account.
  2. Click on “Credit Cards”.
  3. Under “External Credit Cards” section, click on “Register Credit Card”.
  4. Fill the required fields.
  5. Click Next.
  6. Review details, sign your order and confirm.
  7. We will charge your credit card for a small random amount between 1.01 USD and 2.99 USD
  8. Check your credit card statement online to know the exact amount debited from your credit card or contact your bank issuer for assistance.
  9. Under “External Credit Cards” section, Click on Credit Cards List
  10. Select the credit card, click on “Verify”, type and confirm the exact amount debited from your credit card.
  11. Upon completion, the transaction amount will be credited to your DIXIPAY account and your card will be verified.

Can I register credit card of my wife or my friend into my account?

No, you can’t use or register credit card not belong to you. If the name on the credit card does not match the name on your DIXIPAY account profile, then your credit card will be rejected during the order process.

How many credit cards can I add to my account?

You can add a maximum of four credit cards to your DIXIPAY account.

Is there any limit for uploading funds to my DIXIPAY account using credit card?

The uploading amounts are limited to the next conditions:

  • Minimum 5 USD, Maximum from 500 USD and up to 5000 USD per one transaction.
  • The uploading limits can be changed after the DIXIPAY checking the last 3 month uploading history of the verified user.

Can I cancel credit card deposit transaction?

No, you can’t cancel your credit card deposit transaction. The processing of your verified Credit cards will occurs immediately and funds will be credited to your DIXIPAY account immediately leaving no opportunity for cancellation.

Security

How can I avoid fraud risk in Internet?

Here are a few suggestions will help you have a secure online experience:

  • Avoid suspicious websites. DO NOT provide any information, which these sites request
  • Avoid using DIXIPAY services in public places such as internet cafes, airport terminal etc.
  • Never share your login password or Transaction PIN with anybody.
  • Do not use the same login password or Transaction PIN with any other website.
  • When exiting from DIXIPAY always press the Exit button instead of just closing the browser window.
  • You must use Firewall and Antivirus software before connecting to the Internet and must be kept up to date always.

What is a phishing email?

  • Phishing is a type of cyber crime, where the phisher send a message via email as a financial institution, using its brand and logo to give the impression that it had been sent by the financial institution already.
  • This message tells the victim to visit the site (through the link attached to the letter), which was created as a copy exactly the same as for the financial institution to fool the user, and to collect his personal data such as Passwords, or Transaction PIN to use these data to seize his assets.
  • DIXIPAY WILL NEVER ASK FOR YOUR PERSONAL INFORMATION, USER NAME OR PASSWORD, CREDIT CARD NUMBER, TRANSACTION PIN THROUGH EMAIL UNLESS YOU HAVE ASKED TO RESET YOUR PASSWORD OR TRANSACTION PIN. 

How do I know I am really on the DIXIPAY website?

To access your DIXIPAY account, Please type – www.dixipay.com – into your browser and click the <Login> button on our homepage. There should be a secure connection indicator in the lower right corner or in the address bar of your browser window, Press double-click on the indicator to check the Security certificate information – it should contain the following text: CN = dixipay.com O = DIXIPAY LTD

What is cookies?

Cookies are small files that a site or its service provider transfers to your computer hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information. We use cookies to help us remember your further process, understand and save your preferences for future visits, and keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better services and tools in the future.

What is SSL technology?

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between DIXIPAY server and your browser. This link ensures that all data passed between our server and your browsers remain private and secured.

Why should I use the virtual keyboard?

A virtual keyboard will let you avoid keystroke logging of your passwords, Transaction PIN and other sensitive information.

Is DIXIPAY is a secure enough?

  • DIXIPAY use the latest technologies and security standards in data encryption to protect your confidential information when working online.
  • All information is transmitted via SSL-protocol with the use of 256-bit encryption (Triple DES algorithm).
  • Moreover, additional protection online includes automatic disconnect if you have not been active for more than 5 minutes.
  • Also, last login date and time display, IP protection, DDoS protection, SMS alerts, digital signatures and virtual keyboard to enter any PIN Code and passwords so that transactions would be absolutely secured.
Verification

Do I have to verify my account?

Yes, Account verification identifies who you are as a KYC (Know your customer) policy, also becoming Verified shows others that you have further established your identity and the ownership of the bank account or credit card registered in the DIXIPAY system, and lifts your account sending and withdrawal limits. At any time, DIXIPAY can ask you to become verified.

Why do I have to be Verified?

Your account must be verified if the transfer of funds exceeded certain limits, or in any case of withdrawal of funds through the bank account, or by DIXIPAY Premium MasterCard It prevents identity theft, and internet fraud widespread on the Internet by organized criminal gangs, and because the Digital Currency is non-refundable, it is almost impossible to retrieve stolen funds after a crime has taken place.

How can I verify my DIXIPAY account?

Follow the next procedure:

  1. Login to your DIXIPAY account.
  2. Click on “Not Verified” link.
  3. Upload 2 clear scan copy of your documents (Passport, ID or Driving license) and a recent (utility bill or credit card/bank statement).
  4. Click Confirm & Send.

How long does it take to verify my DIXIPAY account?

Verification department will review your documents and verify your account within 1-3 working days.

What can I do if I have not received my verification email from DIXIPAY?

Please check your SPAM/Junk email folders.

If the email was there, please add our domain www.dixipay.com to your address book in your email client, and in future all emails from DIXIPAY will be shown in your inbox.
SMS Alert

How long does it takes to receive SMS alerts after subscription?

You will start receiving SMS alerts from DIXIPAY immediately after subscription.

How much does it cost DIXIPAY Alerting Service?

Email Alert: Free.

SMS Alert: $0.1 per message.

Why my SMS messages are delayed?

High utilization of mobile operators SMS centers can cause the SMS delays. Also you could be out of coverage area.

Also, please check that your SMS inbox is not full, or that you have funds on your phone account (depends on mobile operator and tariff).

I am not receiving SMS messages when I am using roaming service. Why?

An ability to receive SMS in roaming may depend on operators agreements, service availability for the particular customer, service availability in a particular area etc.

DIXIPAY can’t guarantee SMS delivery for the customers who are currently using roaming services.