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Explore our FAQs to get quick, accurate answers about how DigiDoe works and what we offer.
Frequently Asked Questions
Everything You Need to Know About Working With Us
For Individuals: Proof of Identity, Passport, driver’s license, Proof of residence (Not older than 3 months).
Click on Get Started on our website. Sign up with your email mobile number and set up a password. You will receive a confirmation message via email and mobile number.
The platform currently does not yet provide the option to schedule payments. Users can currently set up a Direct Debit.
On the mobile app, go to the transactions screen and click on the transaction. This will open the transaction details screen.
If you are using the web platform, click on the transactions page, click on the transaction. This will open the transaction details window.
If you are using the web platform, click on the transactions page, click on the transaction. This will open the transaction details window.
To use biometrics, the device must support this function. In the mobile app, biometrics are enabled by default. On the iOS app, after logging and entering a PIN code, you will be prompted to grant access to biometrics. You can either agree or decline. Additionally, there is an option to manage biometric settings within the mobile app.
- In the mobile app, tap the account button. It’s the round button in the top left corner of the screen.
- Go to the "Settings and Information" section.
- Navigate to the "Security" section. You will need to authenticate to access this section.
- In the Security section, toggle the biometric authentication switch to enable it.
- In the mobile app, tap the account button. It’s the round button in the top left corner of the screen.
- Go to the "Settings and Information" section.
- Navigate to the "Security" section. You will need to authenticate to access this section.
- In the Security section, toggle the biometric authentication switch to enable it.
The payment amount for USD and EUR is up to 2,000,000 per transaction, for GBP up to 1,000,000 per transaction. In addition, the platform can set a transaction limit and a daily limit for each user in the Account Management section.
In the mobile app, select the account, tap the "More" button at the bottom of the screen, and then tap "Account Management."
In the web version of the platform, select the account and click on "Account Management."
In the mobile app, select the account, tap the "More" button at the bottom of the screen, and then tap "Account Management."
In the web version of the platform, select the account and click on "Account Management."
Transfers are possible in EUR, GBP and USD.
Tap the "Approvals" button at the bottom of the Accounts screen in the mobile app and on the sidebar in the web platform. The Approvals page will open as a result. Three filters are accessible on this screen: Status, Date, and Customer.
The Order Details screen will open when you tap the order. The Approve and Reject buttons will appear on the screen if the user's role permits them to approve the order and they haven't done so yet. This screen also displays the list of approvers.
Tap the Approve button to confirm the order. Tap the Reject button to cancel the order.
The Order Details screen will open when you tap the order. The Approve and Reject buttons will appear on the screen if the user's role permits them to approve the order and they haven't done so yet. This screen also displays the list of approvers.
Tap the Approve button to confirm the order. Tap the Reject button to cancel the order.
In mobile app and website, you can download proof of payment in the details of the payment.
Please send your request to support@digidoe.com to change your personal information like change of address, phone number, email address etc.
APP (Authorised Push Payment) fraud occurs when a fraudster convinces you to make a payment to them by pretending to be someone you trust—such as a bank, supplier, or friend.
The new rules require payment service providers to process reimbursement claims promptly after fraud has been confirmed. Although specific timeframes may vary, victims should expect a much faster resolution under the updated regulations.
We use AI-powered fraud detection systems that monitor transactions in real-time, flagging suspicious activity before it leads to fraud. Our robust KYC (Know Your Customer) and AML (Anti-Money Laundering) checks ensure that both individuals and businesses are thoroughly vetted, reducing the risk of fraud within our ecosystem.
The new regulations that came into effect on 7th October 2024 introduced several key changes:
- Mandatory reimbursement: Banks and payment providers must reimburse victims of APP fraud unless specific exceptions apply.
- Cost-sharing: The responsibility for reimbursement will be shared equally between the sending and receiving payment service providers (PSPs).
- Capped reimbursement: The reimbursement amount will be capped at £85,000 per claim. You may be required to cover part of the loss through a claim excess, which could be up to £100.
- Exemptions: Reimbursement may be denied if the customer acted fraudulently or with gross negligence.
- Mandatory reimbursement: Banks and payment providers must reimburse victims of APP fraud unless specific exceptions apply.
- Cost-sharing: The responsibility for reimbursement will be shared equally between the sending and receiving payment service providers (PSPs).
- Capped reimbursement: The reimbursement amount will be capped at £85,000 per claim. You may be required to cover part of the loss through a claim excess, which could be up to £100.
- Exemptions: Reimbursement may be denied if the customer acted fraudulently or with gross negligence.
No. To qualify for reimbursement under the new regulations:
- Reimbursement is contingent on showing that you took reasonable precautions to avoid falling victim to the scam (e.g. you did not ignore security warnings from DigiDoe).
- If there is evidence that you were involved in the scam, grossly negligent or the claim was made dishonestly, we will not provide reimbursement.
- Reimbursement is contingent on showing that you took reasonable precautions to avoid falling victim to the scam (e.g. you did not ignore security warnings from DigiDoe).
- If there is evidence that you were involved in the scam, grossly negligent or the claim was made dishonestly, we will not provide reimbursement.
Gross negligence in the context of APP fraud refers to instances where a customer fails to take reasonable steps to safeguard their account or payment information. This could include actions such as sharing your PIN, password, or other sensitive details with third parties, or disregarding security alerts and warnings from DigiDoe or from your bank. Such behavior may be considered gross negligence and could impact your eligibility for reimbursement.
The new regulations set a maximum reimbursement limit of £85,000 per claim. This limit aligns with the Financial Ombudsman Service's compensation guidelines. You may be required to cover part of the loss through a claim excess, which could be up to £100.
The new APP fraud regulations apply to Faster Payments and CHAPS.
If you suspect that you've fallen victim to APP fraud, follow these steps:
Immediately contact DigiDoe and report the fraudulent transaction by email on fraud@digidoe.com
Provide all necessary information, including details about the transaction, communications with the fraudster, and any other relevant details.
Immediately contact DigiDoe and report the fraudulent transaction by email on fraud@digidoe.com
Provide all necessary information, including details about the transaction, communications with the fraudster, and any other relevant details.
Yes, under the new regulations, both the sending and receiving payment service providers share equal responsibility for preventing fraud and ensuring reimbursement in case of APP fraud.
Here are some best practices to protect yourself from APP fraud:
Stop and think before you pay: The easiest way for fraudsters to get their hands on your money is to simply get you to send it to them.
Conduct your own, independent research on the payee: You can research the company's reputation online by searching for the company's name along with words like "review," "scam," "fraud," or "complaint".
Be cautious of unsolicited messages: Have you received any phone calls, texts, emails, or social media messages, prompting you to make the payment? The fraudster may be posing as a friend, relative, colleague or an individual in a position of authority such as from the fraud department or a government official.
Verify through a trusted channel: Ensure the payee is who they say they are by contacting them through a telephone number or email address you have verified on their official website, or a trusted communication channel such as video call.
Remember, seeing is believing: Have you met the beneficiary in person? Are you confident of their identity? Do you really know them? If you are paying an invoice, have you received the goods or services for which you are making payment? Is the offering unrealistically attractive? If it sounds too good to be true, it is.
Keep a cool head: Fraudsters use urgency, misrepresentation, and emotional manipulation to convince their victims to make payments. DigiDoe will never contact you, asking you to move funds for safekeeping, never ask you to share your screen and never ask for your verification code.
Don't pay alone: Run the payment past someone that you trust, someone completely independent of the payment, for a second opinion.
Stop and think before you pay: The easiest way for fraudsters to get their hands on your money is to simply get you to send it to them.
Conduct your own, independent research on the payee: You can research the company's reputation online by searching for the company's name along with words like "review," "scam," "fraud," or "complaint".
Be cautious of unsolicited messages: Have you received any phone calls, texts, emails, or social media messages, prompting you to make the payment? The fraudster may be posing as a friend, relative, colleague or an individual in a position of authority such as from the fraud department or a government official.
Verify through a trusted channel: Ensure the payee is who they say they are by contacting them through a telephone number or email address you have verified on their official website, or a trusted communication channel such as video call.
Remember, seeing is believing: Have you met the beneficiary in person? Are you confident of their identity? Do you really know them? If you are paying an invoice, have you received the goods or services for which you are making payment? Is the offering unrealistically attractive? If it sounds too good to be true, it is.
Keep a cool head: Fraudsters use urgency, misrepresentation, and emotional manipulation to convince their victims to make payments. DigiDoe will never contact you, asking you to move funds for safekeeping, never ask you to share your screen and never ask for your verification code.
Don't pay alone: Run the payment past someone that you trust, someone completely independent of the payment, for a second opinion.
The new APP fraud regulations primarily apply to UK-regulated payment service providers. However, for cross-border payments, the specifics may depend on the regulations of the countries involved and whether the banks or PSPs are part of the UK’s financial framework.
Yes, reimbursement can be declined if it is proven that the customer acted fraudulently or exhibited gross negligence, such as knowingly providing sensitive information to scammers.
To report APP fraud:
Contact DigiDoe immediately by email on: fraud@digidoe.com
Provide details about the transaction, including the amount, date, and communication you had with the suspected fraudster.
Keep records of your report and any communications with your provider as they work on investigating the case.
Contact DigiDoe immediately by email on: fraud@digidoe.com
Provide details about the transaction, including the amount, date, and communication you had with the suspected fraudster.
Keep records of your report and any communications with your provider as they work on investigating the case.
