+254 709 947 947 [email protected]

DPO Group FAQs

Have a read through our frequently asked questions (FAQs), and don’t hesitate
get in touch with our support team if you need further assistance.

General Payments

Does DPO have set up fees?

No, DPO no longer charges set up fees. Newly onboarded merchants are no longer required to pay a set up fee.

How will I receive funds into my DPO Account?

Funds processed by DPO Pay will be settled to the merchant’s nominated bank account or MPESA (Kenya). This is all dependent on the related regulations from the processing country. Kindly contact your account manager or support desk for clarity on your preferred settlement option.

How is DPO different from a bank?

We are a Payment Service Provider (PSP), focussing on facilitating the online payment process. A single connection to DPO allows your business to accept credit and debit cards, mobile money payments and bank transfers.

Which payment options does DPO accept?

We accept all major payment methods, including credit and debit cards, bank transfers, mobile money payments like PayPal, M-Pesa, Tigo Pesa (Tanzania), Airtel Money, and MTN (Zambia, Uganda, and Rwanda).

In which countries are DPO Pay accepted?

Being a cloud-based solution, DPO Pay can be used by your shoppers globally.

What is a rolling reserve, and does it earn interest?

Kept for security purposes, a rolling reserve is an amount held by banks for all card payments. With no report of chargebacks, the rolling reserve is usually released after 180 days once the transaction is verified.

Domain change to Network.Global

Why have DPO Pay emails changed to a network.global domain?
As part of our ongoing commitment to align closer with our parent company, Network International, as from 26 February 2024 all of our employee email addresses will change/ have changed from [email protected] to [email protected].
For now, all our other email addresses like [email protected] will remain as is, but these will also be updated in the future.
The transition to @network.global forms part of our efforts to streamline our communication channels and present a unified identity as part of the Network International family. We assure you that this change will not impact your payment processing services. We remain dedicated to providing you and your customers with a safe, efficient and seamless payment experience.
Who is Network International and what is their association with DPO Pay?

Network International, which acquired DPO Pay in 2021, is the leading enabler of digital commerce in the Middle East and Africa (MEA) region. With over 25 years of experience in delivering innovative solutions that drives revenue and profitability for their customers, Network has grown from strength to strength to become the largest acquirer in the UAE. 

You can find out more about Network International’s acquisition of DPO Pay here. More information about Network International can be found on the website here: https://www.network.ae/en.
More on the unified group domain can be found here.

Does DPO Pay’s email domain change affect my transactions?
No, not at all. The transition to @network.global forms part of our efforts to streamline our communication channels and present a unified identity as part of Network International. We assure you that this change will not impact your payment processing services. We remain dedicated to providing you and your customers with a safe, efficient and seamless payment experience.
Does DPO Pay’s email domain change how I contact the DPO Pay Customer Support team?
At this stage, no. You can still contact support via email on [email protected] or via the live chat on our website, dpogroup.com. When we update the support email domain we’ll let all our merchants now via email and update this article.

DPO Back Office Updates

Why has DPO migrated to the new UI?
Finding new ways to make your life easier is at the heart of what we do here at DPO. The latest in a series of updates designed to create a better experience for you, the merchant, is to improve the look and feel of your dashboard.
I have forgotten my password.

Go to  https://dpogroup.com/login/  

Click on ‘Login Here’ button to access the login window.

Click on ‘Forgot Password’.

Fill in your Company Code and Email address. 

We will forward a reset password link to your email address. 

Using the link, reset your password. 

Is there any new technical change with the new UI?

No, there is no change. Everything remains the same as before. We have only changed the look and feel of the DPO system.

How do I create an Email Transaction?

Click on ‘Add Email Transaction’ to send a payment link.

How do I charge a booking.com/Expedia card?
Click on ‘@Direct Pay’ button to charge your Virtual Card.
How do I pull a Settlement Report?

Click on ‘Report Center’ on the top middle of your DPO Page and select the report labelled ‘Settlement Report 

  1. Select Currency 
  2. Select To and From Date 
  3. Select Print Out or CSV to export to Excel 
  4. Click on ‘Issue Report 


What Commercial Rates have been set on my DPO Account?

Scroll to the bottom of your DPO account and click on ‘Commercial Terms’

You will be able to view your rates and confirm your settlement cycle

I would like a DPO Card, where can I apply for one?

We have temporarily suspended the issuance of the DPO card as we work on revamping the physical and virtual card products. 

I have multiple DPO accounts, but I would like to only pull one report and not have to log into all the accounts.
  1. Log into your DPO account 
  2. Click on ‘Global Reports’ on the top left side,  
  3. Select the report you would like to pull 
  4. Select the date range  
  5. Click on ‘Issue Report’ to export to Excel 
I want to change my email address.
  1. Log into your DPO account 
  2. Click on your username on the top right side of your screen. 
  3. Select ‘Update my Profile 
  4. Proceed to change your email address or password 

eCommerce & Shopping Carts

Which eCommerce platforms does DPO connect to for checkout?

We integrated with major eCommerce shopping cart platforms like WooCommerce, Magento, Prestashop, Shopify, Wix, Gravity Forms, WHMCS, OpenCart, and Ecwid.

In which coding language is the DPO API written?

We use XML as the primary coding language and PHP as the secondary.

Do you have a WordPress Plugin?


Can I integrate DPO into my mobile app to accept payments online?

Our customisable API’s integrate into both web and mobile applications. Please contact us for API documentation.


What is settlement?

Settlement is when DPO pays you the funds, for the sales processes through your DPO Account.

What does DPO do with my money before the settlement date? Does it earn interest?

Your funds are kept in your DPO Account as we verify that all transactions are legitimate to protect your business against fraud.

Why can't I get my settlement funds in real-time after my customer pays?

Because of processing and verification: online payments are high-risk transactions, and DPO Pay screens and clear each transaction to protect your business from fraud.

Why can't I receive 100% of my money in the early settlement?

Security and curbing risk is part of our promise. Based on the processing and verification of each transaction, we need to make sure that we only settle valid, verified transactions. That’s why we limit the percentage to verify all your transactions before the settlement date.

Chargebacks & Refunds

What is a chargeback?

A chargeback is when a customer disputes a transaction on their card requesting a reversal of funds initiated by the cardholder’s bank. You, as the Merchant, are responsible for repaying the funds to your shopper.

We will assist you throughout the chargeback process.

Is there a limit to how many chargebacks I can perform?


Who bears the risk in a case of chargeback?

You as the Merchant.

Why is the customer asking for a refund from DPO and not me, yet I offer the product/ service?

DPO processes the payment on your behalf. Therefore we are the Merchant on record.

How do I perform a refund?

Get in touch with us to initiate a refund. Note that refunds are essential to prevent potential chargebacks.

What are the types of chargebacks?

Click here to read our blog on types of chargebacks and how to prevent them.


How does DPO ensure that online transactions are processed securely?

DPO complies with the highest standards in payment security, holding a PCI-DSS Level 1 certification and are GDPR ready. Our fraud and risk infrastructure leverage AI-driven statistical data in addition to our global compliance. Our systems, coupled with our expert Risk Team, apply a wealth of expertise and adaptive data observing to monitor your transactions around the clock and help protect your business against fraud.

How does one verify a credit card?
  1. Asses that the card is an actual plastic card and not a copy.
  2. Inspect the card for any alterations.
  3. Validate that the cardholder’s name matches the name on the identification documents.
Important information about PCI DSS compliance

PCI DSS compliance is daunting and challenging but crucial for the security of you and your customers, and ultimately the success of your business. Read more about PCI DSS compliance on our blog.

3DS Authentication

What is 3D Secure (3DS)?

3DS is a security protocol that aims to prevent fraudulent use of Payment cards by authenticating cardholders in card-not-present (CNP) online transactions. It is a second layer of security implemented by the Card schemes to protect card holders by verifying that it is the card owners performing those transactions.

The 3DS process can be compared to entering a PIN at a point-of-sale machine when making a purchase in the card present environment.

Why 3DS?
3DS gives the cardholder a peace of mind knowing that their card is not being misused by fraudsters and presents a more accurate and natural way of authentication.
Do all e-commerce sites use 3DS?
No, it is up to each merchant to decide whether to implement 3DS or not. However, 3DS is now being adopted by more merchants to protect consumers and businesses from fraudulent activity.
Does DPO authenticate when we do a 3DS transaction?
The cardholder will be redirected to an authentication page on the DPO platform while making payment, where they will be asked to enter a code that will be sent to their phone or email.
What are some of the tips to have a good 3DS experience?
  • Ensure you have the card you wish to pay with ready
  • Ensure you have your mobile phone with you or access to your email to receive the OTP (one-time-password)
  • After entering your OTP, the system may take a few seconds to approve your pin. This is normal- do not close your browser.
What do I do if authentication fails?

Recheck if the OTP provided is correctly input. There is an option to request the OTP in case it delays being delivered. If the error persists, kindly reach out to your card support team on the number indicated on the back of your card for assistance.

What should I do if I fail to receive my OTP?

Check that you have sufficient mobile coverage (network) to receive SMS or email you can also resend the OTP to ensure that this works, if it doesn’t after these actions, contact your card support team for assistance.

What is the validity of an OTP?

The OTP is valid for five minutes after which you generate a new one by clicking the Resend button. The resend option is only available three times

What is 3D Secure 2?
3D Secure is a security protocol that protects a buyer’s credit card against unauthorised access when shopping online. This service enables buyers to validate their online card transactions and prevent fraudulent use by unauthorised individuals.

3D Secure 2.0 (also known as 3DS2, EMV 3-D Secure or 3D Secure 2.0) is the updated version of 3D Secure that provides an improved mobile-first level of authentication and caters for a better user experience.

With 3DS2, businesses and their payment provider can send more data on each transaction to the cardholder’s bank. This data includes payment-specific data like the shipping address and contextual data, like the customer’s device ID or previous transaction history.

What does the end of 3D Secure 1 mean?

From 14 October 2022, 3D Secure 1 will no longer be supported as a security protocol. Only authentication via 3D Secure 2 will be available from that date onwards. This international update affects credit and debit card payments worldwide. Banks and payment providers have been rolling out 3D Secure 2 in preparation for this cut-off date. Your customers’ credit, cheque, and debit credit card payments will continue to go through successfully.

What are the advantages of 3DS2?
  • Frictionless Flow
    3DS2 works with Risk-Based Authentication (RBA), which means card issuers can approve a transaction without input from the cardholder. That means no more pop-up windows and removal of friction from the checkout process; hence the “frictionless flow”.
  • Non-Payment Authentication
    3D Secure 2.0 enables the security of more than just online transactions. Non-payment authentication allows cardholder authentication without making a purchase, which helps add credit cards to e-wallets.
  • Native Mobile Integration
    3D Secure 2 has added a mobile SDK component that allows merchants to integrate the 3D Secure process into their mobile apps, making the mobile checkout experience fast and seamless.


When will my DPO Account be created?

Once you registered with us and submitted all the relevant KYC documents, your account will be live within 24hrs.

Know Your Customer (KYC) Documents include:

  • Certificate of incorporation
  • Tax registration certificate
  • Director’s national ID or Passport (in full colour)
  • Refund or cancellation policy (T&C’s)
  • High-resolution company logo
  • Complete list of all your products/ services
How do I become a merchant?
Register your business or contact us, and we will help you get started.
Does DPO promote my products and services once I sign up?


What system requirements do I need to use DPO?

There are no additional features you need to make use of DPO Payments.

DPO Card

Why is the DPO Card being decommissioned?
The decommissioning will allow us to thoroughly review and enhance our products to better align with your business needs and seek opportunities to bring a superior card product to the market soon.
What does decommissioning my card mean?
You will not be able to use your DPO Card. The card will be canceled, and all your unused balance will be refunded to your DPO Pay merchant account.
Will I be charged any fees after the decommission?


When will DPO Pay stop settling on my card?
15th November 2023
When will my card stop working?
8th December 2023
What will happen to the balance on my card/virtual card?
All your unused balance will be refunded back to your DPO Pay merchant account, ready for settlement in your bank account.
What should I do with the card after it's decommissioned?
You may destroy the card as it will be of no use.
What alternative solution will you offer us on the meantime?
In the meantime, all settlements shall be done to your bank account.
When should I expect the new card?
Once the new card project has been finalised, we will inform you.
What will happen if I receive a refund to my card after you have decommissioned
All refunds to the card will be moved to your DPO Pay merchant account.
Can I still access my DPO Card portal to check my transaction history and for how long?
Yes, for 6 months after decommissioning.
How will I be notified when the new card is ready?
We will send an email to you for notification, and your account manager will inform you.
Who can I contact for more information?

Kindly reach out to us at [email protected]

Is my personal information safe?
Yes, DPO Pay is PCI DSS compliant, which means that all our cardholders’ data is stored safely in compliance with the International Data Protection Regulations.
What should I do if I have automatic payments set up with the card
We advise using an alternative payment method for your subscriptions/recurring payments. Once the card is cancelled the transactions will fail.
Can I dispute transactions made before you decommissioned my card?
Yes, you can dispute the transactions within 30 days after the decommissioning.
What if I do not have a bank account for settlements?

Your funds will remain on your DPO Pay merchant account until you provide us with your bank settlement details. Click Here to provide.

Can I still access the DPO Pay virtual card feature on my account after the suspension date?


What will happen to the unused DPO Pay virtual cards on my account?
All your unused balance will be refunded back to your DPO Pay merchant account ready for settlement in your bank account.
Will real-time settlement still work on my account
When is the final date for virtual card purchase
December 8, 2023

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DPO Group Limited
6th Floor, Avenue 5 building, Rose Ave, Kenya


+254 708 480275

+233 532 397032

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+254 730 847 847

+254 20 398 2000 

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