- Getting started – DinarPAY Mobile App
1. What is DinarPAY?
DinarPAY is a payment platform which allows you to transfer money using a Virtual Card, Bank Card or Unique QR Code in co-operation with DinarPAY partner banks and merchants.
2. How do I set up an account?
Download the App and select sign up. Register and input your details.
Once you have you can then login as a customer.
sign-up requires user to create a password(min. 6 and max. 15 letters) and PIN code.
After logging in you can change the password and PIN code.
3. Can I access my account online using my laptop?
The customer virtual account is only accessible on your smartphone.
4. How do I transfer money?
a. You can transfer money to DinarPAY Customers.
b. On the App navigation bar choose settings menu-go to personal information menu-at the bottom a prompt to upload passport or your official Libyan ID card. It is very important that the name on your ID or passport is exactly the same as on your account. Also the image must be clear and your name details easy to read.
c. Edit profile- ID or passport copy upload- save changes-our customer support agent will verify your account.
d. You receive the OK when a small verification circle with a tick in it is displayed- (a badge). This will take some time.
e. Go to settings- your unique DinarPAY account number is displayed in a blue box at the top of the screen.
5. How do I cash-out?
a. Click on My Virtual Card.
b. Select option -Request Cash-Out.
c. Your balance will be displayed.
d. Input the amount you wish to withdraw.
e. Select ‘Cheque’ or ‘Wire transfer’.
f. If you select ‘Cheque’
g. Write the name of the beneficiary
h. Accept terms and conditions.
i. Confirm request
j. Select card ledger details to track the status of your transaction.
k. If you select ‘Wire transfer’
l. A new window will open. NB: A wire transfer must be used to transfer to an account in the same currency.
m. Select Country-Bank Name-Bank Branch-Account Details-IBAN-Swift.
n. Accept terms and conditions to proceed.
o. Transaction Overview will open on the next window.
o. It will display – Amount – Commission – Beneficiary Name – Press “Confirm to accept commission charge”
p. Message “Cash-out request sent.”
6. How do I add funds?
a. Click on My Virtual card.
b. Select option +Add Funds
c. Input the amount you wish to deposit.
d. Select Bank from drop down menu (DinarPAY bank partners listed).
e. Select branch.
f. Select Beneficiary Name
g. Upload receipt.
h. Accept terms and conditions.
i. Confirm payment.
j. Transaction Overview will open on the next window.
k. Commission is displayed. Accept terms and conditions.
l. Once bank confirmation is received the transaction will be processed.
m. Select Customer Ledger Details-Fund Deposit-Cash-Out, to track the status of your transaction.
n. If ‘Rejected’ is displayed that means no funds have been deposited.
7. How do I make payments?
The merchants have a Desktop Smart POS (Point of Sale) machine. This is used for making payments.
1. You scan your unique QR code, enter your personal 4-digit PIN code, and the transaction is complete.
2. The merchant can scan your virtual card with unique QR code, you input your personal 4-digit PIN code and the transaction is complete.
8. Can i make online purchases using my virtual DinarPAY cards?
Customers can make cashless transactions using their virtual DinarPAY cards using any currency they’ve registered to. Soon, customers will be able to add and use their Visa, Master, Netflix, amazon and other internet cards onto their DinarPAY accounts directly.
9. How can I pay my bills and top up my phone credit using the DinarPAY application?
In the application, log in to your account and in the navigation, bar go to the “+” sign. Choose bills & payments from the blue bars list and choose your service provider from the menu. We have provided our customers with pre-paid and post-paid services.
10. Can I make foreign currency transactions ?
Customers can use any of their foreign currency virtual cards to make money transfers between two DinarPAY accounts of the same currency, or they can make money transfers from their bank accounts to their virtual card accounts as well. As a benefit, customers can use their USD virtual card to make instant payment at specific merchants selling points.
11. Can I use the DinarPAY application to make online payments (such as amazon, PayPal) etc.?
Currently, DinarPAY application doesn’t support online payments in it’s first release. Online payments using foreign currencies will be available after finalizing agreements with international banks
12. Does DinarPAY enable currency exchanges?
Currently, DinarPAY application doesn’t offer money exchanges, however, when making an exchange at any exchange office our customers can ask for the money to be transferred to their DinarPAY accounts directly through our linked applications with exchange markets which will be introduced soon.
13. What are the exchange and commission rates and where can I review them?
All commission rates are available on the transaction overview page which appears before confirming and finalizing your transactions. The rates vary between 1% to 2% of the gross value.
14. Is DinarPAY a multilingual application?
DinarPAY application supports Arabic language and will be available in both English and Arabic for customers to use very soon.
15. How can I update my DinarPAY application on my mobile phone?
You can update your DinarPAY application directly by visiting your Apple or Android app stores and searching for the DinarPAY application and clicking on “update”, where the application will be automatically updated and ready to use on your mobile device.
16. Where are our DinaPAY locations in Libya?
DinarPAY operates in many locations starting with Tripoli and spreads all the way to Benghazi.
17. How do I contact customer support?
Please see our FAQs on your App or on our web site Dinar.ly. Or if you still have an enquiry – On your App select menu- View Customer Contact Information or Contact Us. For telephone enquiries you need to get an online authorization code which is only valid for that enquiry. (See 3. Using DinarPAY Mobile App)
2. Account types and pricing- DinarPAY Mobile App
1. What are the account types?
The DinarPAY customer virtual card, the DinarPAY authorized merchant wallet account and the DinarPAY bank issued card
2. Is DinarPAY free?
Downloading the DinarPAY App from Apple and Google Store is free.
3. What is your commission policy?
Using DinarPAY payment and transfer services are chargeable. These commission charges will vary based on several factors including, Payment Gateway Services, Partner Bank Agreements, Currency Inflations and minimum commission amount policies.
4. What exchange rate do I get?
DinarPAY does not support Exchange between different currencies. You can only make Payments in same currency accounts to a DinarPAY Merchant Account, or transfer to another same currency Customer’s DinarPAY Account.
5. Is there a maximum amount I can send?
The maximum amount is the limit you the Customer choose to set on your Virtual Card’s settings.
6. Is there a minimum amount I can send?
There is no minimum transfer amount limit in the DinarPAY system. However, a zero balance will incur charges after three months.
7. What currencies can I use for transactions?
Virtual card offers multi-currency transactions: (Libyan Dinar, Tunisian Dinar, US Dollar, Euro, Turkish Lira, Chinese Yen)
3.Using DinarPAY Mobile App
1 . Do you have an Android and iOS App?
DinarPAY is a payment platform which is compatible with both iOS and Android users.
2. What personal identification is required?
If you want to transfer funds you will be required to upload a copy of your passport or Libyan ID card.
a. On the App navigation bar choose settings menu-go to personal information menu-at the bottom select prompt to upload passport or ID card.
b. Edit profile-ID or passport copy upload- save changes-our customer support agent will verify your account.
c. It is very important that you write the exact same name on your DinarPAY account as it is written on your passport or ID card.
d. You will receive NOTIFICATION from our customer support team once your identification is verified. Please be patient, the process can take a few days.
3. What is the Unique DinarPAY Account Number?
You need to go to the navigation bar and choose settings. In the blue box your unique DinarPAY Account Number will be generated for you. It is a very important number for transfers and bank card issuing. It only works with DinarPAY Partner Banks or for transferring funds between DinarPAY Customers.
4. What is the Customer Authentication Code?
For Customer Support agents to properly be able to support you (DinarPAY Customer) over the phone we need your customer authentication code.
This code number is very important. It is used to get online authorization to access your account so we can assist you.
To generate the codes one needs to go to settings -> User Security -> authorization Code -> Share the 6-digit number with your DinarPAY Customer Support Agent.
The number changes every 60 seconds for security reasons. If 60 seconds passes you can choose the option: generate a new code.
4. Trust and Privacy – DinarPAY Mobile App
1. What is the process and what personal information do I need to provide to create a DinarPAY Mobile App account?
a. First Name Last Name (Latin script)
b. Gender
c. Country (City is optional)
d. Name in Arabic (NOTE: It is very important this is exactly as it is written on your ID card or passport)
e. Mobile phone number
f. email address (create password at least 6 letters)
g. Accept terms and conditions
h. Create a secure PIN (4-digit)
i. Receive SMS verification code (activate account)
2. How can I prevent consumer fraud?
Never divulge your PIN code to anyone.
If you lose your bank card contact our customer service and your bank. You can temporary deactivate your account.
3. Can I block or deactivate my card / account?
You can choose to ‘Deactivate Account/Card’ at any time. First you should set the date then read and agree to the terms and conditions. After that you can confirm deactivation-DONE
To reactivate your account/card you must call a customer service agent.
Only customer service agents can reactivate your account/card.
4. If I deactivate my account will all my personal data be deleted from the DinarPAY server?
For legal reasons DinarPAY financial services is obligated to keep customer details on the server for a set period of time after an account is deactivated.
5. Will all my previous transactions be deleted if I deactivate my account?
Ledger details will remain in the server for a period of time after an account is deactivated for legal reasons.
6. Will my virtual cards be disabled if I deactivate my account?
Virtual cards have an expiry date and will remain active until the expiry date. Therefore, if a customer reactivates an account all unexpired cards can be used again.
7. If I reactivate my account will I incur any charges?
There are no charges for reactivating your account.
8. How do I change my PIN code?
Login to your account, select settings, enter security password, select RESET PIN code, and then press DONE. You will receive a message ‘You have successfully reset PIN code’.
9. What can I do if I forget my PIN code?
Login, settings, enter security password, select reset PIN code, and then press DONE. You will receive a message ‘You have successfully reset PIN code’.
10. What should I do if I need a copy of all my ledger statements?
DinarPAY will keep your last three months of ledger statements online in your account. If you require statements that are more than three months old, you need to go to a DinarPAY office and you can get a copy of your older statements for a small fee.
5. Technical Support Troubleshooting
1. Why is my account blocked?
a. If you continuously navigate between two screens, selecting and deselecting the transaction, your account will be blocked. The number of attempts back and forth is three and after that you will be blocked from making a purchase. The account will be blocked for 24 hours.
b. If you enter the wrong PIN code three times the account will be blocked.
2. Why is my transaction blocked?
a. Transactions will be blocked if there are no funds deposited in your bank account.
b. A wire transfer can only be used to transfer to an account in the same currency.
3. Why can’t I transfer money?
a. Check that you have sufficient funds added to your account.
b. Did you enter the security PIN code?
c. Ensure you are transferring in the same currency account.
d. Check that you have uploaded a clear copy of your passport or official Libyan ID card and received verification from a customer support agent. It is very important that the name on your ID or passport is exactly the same as on your account. Also the image must be clear and your name details easy to read.
To upload your passport or official Libyan ID card – Log on the App navigation bar – choose settings menu-go to personal information menu-at the bottom select the prompt to upload passport or ID.
Select -edit profile-passport copy upload- save changes-our customer support agent will verify your account.
You will receive notification from the customer support agent. You then receive the OK when a verification circle with a tick in it is displayed- (a badge). This will take some time, please be patient and wait for your NOTIFICATION from customer support.
4. Why was my transfer declined?
a. Did you accept the terms and conditions when processing your transaction?
b. Have you deposited funds into your account?
c. Did you select the correct currency?
d. Did you select the correct account number?
5. How do I generate my QR code?
Click HOME page and in the centre of the navigation bar is + in a circle. You should select this in the middle of the navigation tool and a pop up screen will show the New Transaction Screen which displays a unique QR Code which only works on this system offering added security.
There is a payment option – Click on QR payment transfer to merchant DinarPAY which prompts ‘DinarPAY would like to access your camera’ – select Allow.
You can either scan your unique QR code and enter the amount or simply scan the code at the merchants who will then verify the payment.
6. If my account is blocked what can I do?
You will be unable to access your DinarPAY account. You need to contact customer support and our agent will unblock your account on completion of the verification process.
7. I have uploaded my passport/National ID but my account has not been verified. Why?
Check the quality of the upload. The image must be clear and your name details easy to read. Try again.