+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?

We settle to all banks worldwide. In Kenya and Tanzania, we can pay funds to your DPO Card.

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.

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?

Log into your DPO account, scroll to the bottom of your DPO account, and click on ‘Get Your DPO Card Here’. 

Alternatively, click on https://my.dpocard.com/merchant-login, to apply for a DPO Card. 

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 screens and clear each transaction to protect your business from fraud. We, however, have recently launched Real-Time Settlement only to the DPO Card available in Kenya and Tanzania.

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.

DPO 3D Secure Enabled Cards

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 reach out to Support via email or call + 254 741 549 517 for assistance.

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

Check that you have sufficient 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 Support or call + 254 741 549 517 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

Can anyone apply for a DPO Business Card?

No, the DPO Business Card is only available to DPO Merchants.

How do I get a DPO Business Card?

Apply for a DPO Business Card after signing up with DPO.

How long does it take to get a DPO Business Card?

Cards are issued once the application is approved.

How much does it cost to get a DPO Business Card?
  • $7 joining fee
  • $2 per month maintenance fee
How many currencies does the DPO Business Card hold?

Our multi-currency prepaid card holds six currencies: local currency, USD, GBP, EUR, and other currencies of your choice.

DPO Virtual Card

What is a DPO Virtual Card?

As with all other virtual cards, DPO’s Virtual Card is a digital representation of a physical card used for safer online shopping. You also get early access to settlement funds with DPO’s Virtual Card, allowing faster business-to-business payments to suppliers, vendors and partners when paying online.

How many virtual cards can I buy per day?

You may purchase up to five virtual cards per day.

Is there a maximum value that may be loaded on my DPO Virtual Card?

Yes, $5000 a day.

Will my DPO Virtual Card automatically be renewed?

Yes, it renews by default one month before the expiry date granted the card has been active for at least six months.

If I don't use the virtual card before the expiration date and have a remaining balance, will I get refunded?

Yes, we will refund the card value to your DPO Account, minus the $1 processing fee.

Real-Time Settlements (RTS)

What are the requirements to get a real-time settlement?

You are required to have a DPO Merchant Account and operate in Kenya or Tanzania.

Can I receive RTS to a mobile money wallet?

No. RTS is currently only available to the DPO Business Card.

How many currencies does RTS accommodate?

Your local currency and USD.

How much can I get settled through Real-Time Settlement?

DPO sets limits and can change this on request. Get in touch with us to know what your current limit is.

Real-Time Onboarding / Instant Signup

How to get an instant sign-up?

Please visit the Instant Signup page to get started

How complete the instant signup form
  1. Visit the Instant Signup page

  2. Select the status of your business

  3. Enter the account holders details and click NEXT
  4. Enter OTP to verify your email (the OTP will be sent to your provided email address)
  5. Check your email to get the OTP code
  6. Enter the provided OTP code within 5 minutes, please re-enter email to get an new OTP code if it has expired
  7. Your email is now verified, click ‘Next’ to proceed to the next page
  8.  Complete the rest of the form details and submit to get started with DPO Pay
  9. Check your email to get started with the next steps

How do I log in?

Once you sign up, you will receive an email with your login instructions,

1. Go to https://portal.dpopay.com/

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

3. Enter your company code:

4. Enter your user name:

5. Enter your password

Watch the Login video below

I did not receive an email after successfully submitting my details

If you do not receive a Welcome to DPO and Get Started email within 20 minutes of submission, please resubmit your details once more.

I got an error while submitting
Please try completing the instant signup form again and if the error persists, email us here and a team member will assist
I have forgotten my password

1. Go to https://dpogroup.com/login/

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

3. Click on ‘Forgot Password’.

4. Fill in your Company Code and Email address.

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

Using the link recieved on your email, reset your password.

If you continue facing challenges, contact us for assistance.


How do I upload my documents?

You can upload a PDF, docx or JPEG up to 5 MB in size



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

Office hours

M-F: 08:00 – 17:30
S-S: 09:00 – 16:00


+254 709 947947

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