How Do I Withdraw Money from My Pesapal Business Account?

Withdrawing money from Pesapal is an easy 3 step process:

1. Log into your merchant account.

2. Click on the red ‘Withdraw Funds’ button.

3. Select the currency and amount you would like to withdraw and click ‘Withdraw Funds’.

Once completed, your money will be settled to the bank account provided when you opened your merchant account. Settlement to your bank account takes 48 business hours.

My Client’s Payment Failed
There are two main reason’s transactions fail:

1. The transaction was flagged for mismatched client details.

2. Denial by issuing bank – Some card transactions are cancelled by their issuing banks due to insufficient balance or other.

If your clients are having problems making payments, please get in touch with your Account Manager immediately or contact support/account management. Account Management: Email: accountmanagement@pesapal.com Uganda: Phone: +256 (0)782 821 111

What Cards Can I Use On Pesapal?
You can use both debit and credit cards on Pesapal. At the moment, we support Visa, MasterCard and American Express cards.

Is It Safe To Use My Card On Pesapal? Yes, it is. Pesapal uses bank level security and fraud detection software to keep your transactions safe. We are also PCI DSS and PCI PIN certified meaning we employ international security standards on all our transactions.

Why Was My Card Transaction Declined? There are many reasons you card transaction could fail. Here are the most likely ones:

1. Rejection by issuing bank – Your bank may decline to approve the use of your one reason or another.

2. Your card may not be authorized for online purchases.

3. Fraud detection – Sometimes your card may be flagged for potential fraudulent activity.

4. Mismatched details – Details such as your billing address are different from what you input during the transaction.

Can I Use More Than One Card On Pesapal? Yes you can. As long as you key in the correct card details while transacting. This includes the billing address and phone number.

What Is The Maximum Amount Of Money I Can Transaction Using Mobile Money?
There is a limit of UGX 5,000,000 placed on all mobile money transactions.

What Is A Confirmation Code?
A confirmation code is the 10 letter and digit code that appears on your confirmation message while using mobile money.
This is code we use to track your transactions.

Why Am I Experiencing Delays After Using Mobile Money On Pesapal?
There are a couple of reasons you could be experiencing delay on your transactions.
These include:

1. Wrong Paybill or reference number – If you use the wrong paybill number or use an incorrect reference number during the transaction, Pesapal automatically reverses the transaction.

2. System downtime – When systems experience a brief downtime, your transaction may take longer than usual to process.
These is however rare, and your transactions will be completed so soon as systems are back up.

I Have Forgotten My Password

You will be required to: –
• Log onto www.pesapal.com
• Click on Login
• Click on forgot password at the bottom of the page
• Key in the email address associated with the buyer account
• A link will be sent to that email, with the steps to reset the password

Click here to download Pesapal POS Frequently Asked Questions

1. To be a winner in the dfcu Back to School ‘Fees & Smiles’, one is required to pay a child’s school fees using dfcu QuickBanking (Quick Code *240#, QuickApp or QuickOnline) or SchoolPay (MTN Mobile Money /Airtel Money).

2. There is no entry fee and no purchase necessary to enter this competition.

3. By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.

4. Closing date for this promotion/campaign will be Friday 22nd September 2023, at 5.00pm. School fees payments made after this date, will not be eligible for the promotion.

5. The prize to be won under dfcu Back to School ‘Fees & Smiles’ term III 2023 competition is UGX. 500,000 for the selected winner and no other alternatives will be offered. The prizes are not transferable.

6. The prize of Ugx 500,000 is only redeemable / transferred to the winner through/on their dfcu Bank account (existing account or newly opened account).

7. All the lucky winners from the competition will be announced on our social media pages or radio during the campaign period and after the closing date, and asked to provide proper identification before claiming prizes.

8. The winner will be notified by email and/or phone call within 28 days of the closing date. If the winner cannot be contacted or does not claim the prize within 14 days of notification, we (dfcu Bank) reserve the right to withdraw the prize from the winner and pick a replacement winner.

9. By participating in this campaign, you release dfcu Bank and hold it harmless from any and all losses, damages, rights, claims, liabilities, and actions of any kind in connection with the Back to School ‘Fees & Smiles’ promotion including, without limitation, personal injuries, death and property damage, and claims based on publicity rights, defamation or invasion of privacy.

10. Entry into the competition will be deemed as acceptance of these terms and conditions.

11. dfcu Bank reserves the right to amend the General Terms at any time. You are encouraged to check the dfcu Bank website regularly for any such changes.

dfcu Bank Uganda Limited is regulated by the Bank of Uganda. Customer deposits are protected by the Deposit Protection Fund of Uganda up to UGX 10 million. T&Cs apply!

What is Asset Finance?
Asset Finance is a product available to all dfcu Bank customers for the financing of movable
assets.

What Asset can be Financed?
Any good quality brand new or used assets including cars, trucks, buses, tractors,
manufacturing equipment, printing machines, earth moving equipment, solar equipment,
medical equipment, generators and many more.

What products are offered under Asset Finance?
• Finance Leases
• Consumer Asset Finance
• Insurance Premium Finance

Who qualifies for Asset Financing?
• Individuals who can practically demonstrate a steady source of regular income.
• Properly established businesses, soleprietors companies, partnerships, investments clubs with
steady cashflows to meet the installment payments.

What is the minimum Value of equipment that can be financed?
The financed amounts vary from UGX 50M to over UGX 15BN or USD equivalent.
However, amounts outside this range can be considered under special circumstances.

What is the minimum and Maximum finance tenor?
Minimum period is 12 months.
Maximum period is 60 months.

Who identifies the asset and the supplier?
The customer identifies the asset that meets their personal and business requirements.
The bank will however verify that :-
• It is of good and marketable quality
• It has a secondary market
• Supplier is reputable
• It is not overpriced

What is expected of the customer once takes on the financed asset?
The customer uses the asset and keeps it in a good working condition.

Can one have more than one asset financed?
Yes, one can have more than one asset financed provided they have adequate cashflows to
maintain the repayments.

What repayment options are available?
Repayments are structured to match the cashflow of your business for instance.
monthly, quarterly, termly, semiannually, and annually.

Does one have to be a dfcu customer to qualify for Asset Finance?
No, one does not have to be a customer to qualify for Asset Financing. However,
you will be required to open an account with dfcu on approval of the facility.

What security should one provide to secure an Asset Finance Facility?
The primary security for Asset Finance is the asset that is financed for which we provide
up to 90% depending on the age and type of the asset.

Does the Bank give the customer cash to purchase the asset?
No, the Asset Finance facility proceeds are paid directly to the supplier’s account.

What happens when the financed asset develops a mechanical problem?
From the start the client is responsible for choosing the asset from the supplier so you have
to be cautious of the quality.
You will be responsible for maintaining the asset in good mechanical condition. We will
carry out routine inspections to make sure the asset is maintained properly. The client is
expected to meet the full cost of repair should there be a mechanical breakdown.

When does the customer start making the repayments for overseas purchases?
The customer starts making repayments after receiving the financed asset from the supplier.
However, over the period the asset is be delivered, the customer will be charged pre-delivery
Interest which may be paid on receipt of the asset of capitalized as part of the principal facility
amount.

What happens if the customer can not afford to pay for comprehensive Insurance?
The bank can grant the customer an Insurance Premium Finance (IPF) facility to cater for the
upfront Insurance premium payment. This facility revolves for the duration of the Asset Finance
Facility and is payable within a period of 10months at very attractive fixed interest rates.

1. To be a winner in the dfcu Bank – Boyz II Men Open an Account / Transact & Win Tickets Promotion 2023, one automatically enters the draw to win a ticket (main arena) through;

• Opening a new Pinnacle Account from any of our 55 dfcu Bank Branches countrywide between 29^th May – 05^th June 2023.
• Carrying out any QuickBanking transaction (Internet Banking – Mobile, Online) of Ugx 200,000 and above for the period 29^th May – 05^th (Transfers, Paying Bills, Buying Airtime or Data, ETC)
• Making Visa Card Online payments or POS (Point-of-Sale) transactions/payments at any outlet of Ugx 200,000 and above for the period 29^th May – 5^th

2. There is no entry fee and no purchase necessary to enter this competition.
3. By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.
4. Closing date for this promotion will be 5^th June 2023, at 5.00pm. Pinnacle Accounts opened, or Transactions made after this date, will not be eligible for the promotion.
5. The prize to be won under the dfcu Bank – Boyz II Men Open an Account / Transact & Win Tickets Promotion 2023 is a Boyz II Men concert ticket (Mian Arena) and no other alternatives will be offered. The prizes are not transferable.
6. All the lucky winners from the competition will be announced on our social media pages after the closing date and asked to provide proper identification before claiming prizes.
7. The winner will be notified by email and/or phone call within 48 days of the closing date. If the winner cannot be contacted or does not claim the prize before Friday 9^th June 2023, we (dfcu Bank) reserve the right to withdraw the prize from the winner and pick a replacement winner.
8. Winners must be able to personally pick their prize (ticket) from dfcu Head Offices on Kyadondo Road, Nakasero.
9. By participating in this campaign, you release dfcu Bank and hold it harmless from any and all losses, damages, rights, claims, liabilities, and actions of any kind in connection with the dfcu Bank – Boyz II Men Open an Account / Transact & Win Tickets Promotion 2023 including, without limitation, personal injuries, death and property damage, and claims based on publicity rights, defamation or invasion of privacy.
10. Entry into the competition will be deemed as acceptance of these terms and conditions.
11. dfcu Bank reserves the right to amend the General Terms at any time. You are encouraged to check the dfcu Bank website regularly for any such changes.

For more information, please call 0800 222 000 or write to us on CustomerCare@dfcugroup.com or visit our social media pages Twitter, Instagram @dfcugroup / LinkedIn @dfcuBank.

dfcu Bank Uganda Limited is regulated by the Bank of Uganda. Customer deposits are protected by the Deposit Protection Fund of Uganda up to UGX 10 million. T&Cs apply!

• What is TrustFactor?

TrustFactor is an App that is used for approving Internet and Mobile Banking Transactions.

• Who can use TrustFactor?

Any customer registered to use QuickOnline, QuickConnect and QuickApp.

• Why TrustFactor?

TrustFactor addresses the challenge(s) experienced by customers regarding failed or delayed OTPs and it safe guards the customer against SIM Swaps.

• How do I get started?

1.  Download the TrustFactor from Google Play store or Apple Store
2.  Activate your account on TrustFactor via the QuickBanking App or Web
3.  Log into QuickBanking through App or Web and do any transaction
4.  Authenticate using TrustFactor
5.  Transaction successful, log out.

How to get started on QuickApp
https://youtu.be/Xk_OeWDKhXY

How to get started on QuickOnline
https://youtu.be/4RaWuGcJ_AY

How to authenticate transactions
https://www.youtube.com/watch?v=B1pCVqq-RXg

• Does TrustFactor Affect USSD Users?

No, USSD users are not affected by this app. The normal transaction process will remain for USSD.

• Do I have to pay for using this service / Are there extra charges for this service?

No, the service is free with no extra charges. However, the customer is required to have internet connectivity.

• When will I be prompted to approve with TrustFactor?

TrustFactor approval is applied to all transactions executed off QuickApp QuickOnline and QuickConnect.

• I received a transaction approval prompt from TrustFactor on my smart phone and I was not making any transaction.

If you receive an approval prompt when you are not in the process of executing a transaction, select “Reject” to protect your account. Report it to the bank immediately. You are likely being targeted by a cybercriminal.

• I do not receive approval prompts automatically on my phone when I initiate transactions.

If you are transacting on the mobile App, click the “Open TrustFactor” button to approve the transaction. If you are transacting using the web, Open the TrustFactor app and approve the transactions under the Authorisations menu.
If you are transacting on USSD *240#, your password is enough to complete the transaction.

• What smartphone operating systems are supported?

iOS and Android are currently supported by TrustFactor. If your device uses a different operating system, please reach us on 0800 222 000 to discuss your options.

• What if I forget my mobile device at home /work?

If you previously added another smartphone to approve your transaction, you should be able to use that other phone to approve. If you never added an additional, you can use the USSD platform (Only for retail users).

• What if my mobile device is lost or stolen?

Notify the bank immediately on 0800222000 to have the stolen/lost device de-associated from your account. You’ll be prompted to register another device the next time you access your QuickBanking profile.

• Can I change my TrustFactor Password?

Yes, you can. Open the TrustFactor app and select Settings and follow the edit option besides the password line.

Can I login into TrustFactor using Biometrics?

Yes, to enable biometrics, open the TrustFactor app and enable the biometrics toggle under settings. You will be able
to set your primary access option (i.e between password and Biometrics).

• What if I get a new phone?

Proceed to install and set up the TrustFactor App on the new phone. If you still have the old phone, you can transfer the authorisation rights to the new phone through the following steps;

1. Open the TrustFactor App on the old phone and access the ‘Profile Manager’ menu
2. Select the profile you want to share and click ‘Share’
3. Insert your TrustFactor password
4. Select ‘Import Profile’ on the new Smartphone (The app will display a QR code on the screen)
5. Scan the QR code by pointing the camera of the Old phone onto the new Phone’s screen
6. System will add your new phone
7. Delete your profile from the old phone if you no longer need the old phone.

If you do not have the old phone, reach us on 0800 222 000 to have the old phone de-associated from your account. You’ll be prompted to register the new phone the next time you access your QuickBanking profile.

• How do I execute my transactions if I am traveling?

The TrustFactor App is a perfect solution whenever you travel or need to access your account while out of the country. With TrustFactor you will be able to execute your transactions anytime anywhere if you have an active internet connection. A notification will be sent to your phone to complete the transaction, open the TrustFactor App and proceed to authorise the transaction.
No roaming fees are applicable when using TrustFactor App.

• I have bought a new phone and I no longer want to approve my transactions using the Old phone, how do I do that?

Open the TrustFactor App and delete your profile under the ‘Profile Manager’ menu. All your transaction data will be disassociated from the old phone.

• I have forgotten my TrustFactor Passwords, what do I do?

If you have the recovery code (provided after successfully adding your account to TrustFactor), you can restore your
access through the steps below.

1. Uninstall the TrustFactor App version you have on your smartphone
2. Install TrustFactor afresh from the Google Play store or the App Store and set up a new password.
3. Select the restore profile Option and Paste the recovery code in the field provided.
4. Your profile will be restored, and you can transact as usual.

If you do not have the recovery code, contact the Bank on 0800 222 000 to have you profile reset and follow the steps below.

1. Uninstall the TrustFactor App version you have on your smartphone
2. Install TrustFactor afresh from the Google Play store or the App Store and set up a new password.
3. Log into QuickBanking, you’ll be prompted to pair your profile on TrustFactor afresh.

• I have activated my account on TrustFactor, do I keep the TrustFactor App on my phone?

Yes, do not uninstall the TrustFactor App. You shall need it whenever you have to make a QuickBanking transaction.

• I have more than 1 dfcu account, do I need to have more than 1 phone to transact on Quick Banking?

With TrustFactor, you will be able to approve transactions off all your accounts on the same Smartphone.

• What if I don’t have a smartphone?

You can use the USSD platform *240# (Only for retail users).

Click here to download FAQs

These Terms and Conditions (the ‘Campaign Terms and Conditions’) are supplementary and apply to customers who are eligible and have applied for the 2023 ‘Reach for More’ Personal Loan Campaign which shall run from 18th January 2023 to 23rd April 2023. (‘the Campaign Period’). Customers are urged to read them carefully in conjunction with the detailed Personal Loan Terms and Conditions applicable to the Unsecured Personal Loan product. In the event of any inconsistencies between these Campaign Terms and Conditions and the Personal Loan Terms and Conditions, the Personal Loan Terms and Conditions shall prevail.

Eligibility Criteria

1. Must be 18 (eighteen) years of age or older.
2. Salaried employee earning in either Uganda Shillings or United States
3. The Personal Loan application amount does not exceed UGX
4. You are a new or existing dfcu Bank customer who applies and qualifies for a Personal
5. You meet the requirements of the Banks credit

Campaign Terms and Conditions

1. Your application is subject to approval by the Bank’s approving
2. The repayment start date for your Personal Loan obtained during the Campaign Period will be adjusted upwards from the dates that would have been set as the repayment dates subject to a maximum of 75 days from the date of

• You shall qualify for the repayment holiday once you have satisfied the eligibility criteria, the loan has been approved, and funds credited into your

1. The interest accrued during the Grace Period will be added to the principle, recapitalized and recovered as part of the monthly installment. For avoidance of doubt, Item D (2) of the detailed Terms and Conditions regarding Interest computation is hereby
2. In all instances, the Bank reserves the right to amend, reduce or extend at any time the start or end dates of the Campaign Period and by necessary implication the application of these Terms and
3. The Bank assumes no liability whatsoever for any direct or indirect loss or damage of any nature in connection with your participation in this campaign (whether due to negligence or otherwise).

• The Bank reserves the right to terminate this campaign at any In such event, you waive any rights which you may have against the Bank and acknowledge that you have forfeited any claim of any nature whatsoever against the Bank.
• By participating in this Campaign, you hereby agree to be bound by these terms and conditions which will also apply to all other information relating to the Campaign and to any promotional or advertising material that is published in relation to the

The “Reach for more” Personal Loan repayment holiday campaign terms and conditions are supplementary to dfcu Bank’s Personal Loan terms and conditions.

I/We hereby confirm that we/ I have clearly understood and do accept to participate in the Personal Loan Campaign offer that includes a 75-days’ repayment holiday (‘the Grace Period’) running from 18th January 2023 to 23rd April 2023. By signing on this document, you hereby confirm that you have read and understood and accept to be bound by the foregoing terms and conditions.

Borrower’s Name & Signature                                           Name & Signature of Witness

Date:                                                                                        Date:

1. To be a winner in the dfcu Back to School ‘Fees & Smiles’, one is required to pay a child’s school fees using dfcu QuickBanking (Quick Code *240#, QuickApp or QuickOnline) or SchoolPay (MTN Mobile Money /Airtel Money).
2. There is no entry fee and no purchase necessary to enter this competition.
3. By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.
4. Closing date for this promotion will be Friday 10^th February 2023, at 5.00pm. School fees payments made after this date, will not be eligible for the promotion.
5. The prize to be won under dfcu Back to School ‘Fees & Smiles’ January 2023 competition is UGX. 500,000 for the selected winner and no other alternatives will be offered. The prizes are not transferable.
6. All the lucky winners from the competition will be announced on our social media pages during the campaign period or after the closing date and asked to provide proper identification before claiming prizes.
7. The winner will be notified by email and/or phone call within 28 days of the closing date. If the winner cannot be contacted or does not claim the prize within 14 days of notification, we (dfcu Bank) reserve the right to withdraw the prize from the winner and pick a replacement winner.
8. By participating in this campaign, you release dfcu Bank and hold it harmless from any and all losses, damages, rights, claims, liabilities, and actions of any kind in connection with the Back to School ‘Fees & Smiles’ promotion including, without limitation, personal injuries, death and property damage, and claims based on publicity rights, defamation or invasion of privacy.
9. Entry into the competition will be deemed as acceptance of these terms and conditions.
10. dfcu Bank reserves the right to amend the General Terms at any time. You are encouraged to check the dfcu Bank website regularly for any such changes.

dfcu Bank Uganda Limited is regulated by the Bank of Uganda. Customer deposits are protected by the Deposit Protection Fund of Uganda up to UGX 10 million. T&Cs apply!

What is Agent Banking?

Agent Banking is a service channel that enables you to access our services through Agents contracted by the bank.

What Services are available?

1. Cash deposit to own and other dfcu Bank account.
2. Cash withdraw from own account
3. Account Opening Origination
4. Bill payment (Electricity, Water, Pay TV, Tax).
5. School fees payment
6. Float purchase (MTN, Airtel)
7. Inter account transfers and Interbank transfers.
8. Mini statements and Balance enquiry

What are the benefits of Agent Banking?

• Quick: no travelling to the bank, no queues, fast transaction processing.
• Affordable: transaction fees are lower than branch fees.
• Convenient: Agents open longer hours than bank Branches and are close to where customers live, work and shop.
• Simple: transaction process is simple, and no forms are required.

What do I need to perform cash deposit and cash withdrawal transactions?

1. To conduct a cash deposit transaction, you (customer) will need the following:

• account number
• account title
• Cash

1. To conduct a cash withdrawal, you (customer) will need the following:

• active debit card and PIN

Are the transactions real time?

Yes, all transactions are real time

How will I know the transaction has been completed?

• The agent will provide a transaction receipt for every successful transaction
• SMS or email will be sent to Account Owner on request

In case the transaction is rejected or failed, how will I know?

In case the transaction is rejected or fails, the agent will provide you (customer) a receipt indicating this status

What should I do if there is disputed transaction?

1. If there is a disputed transaction on your account, please report this to our contact centre.

• Call us on 0800 222 000 / 0414351000
• Send email customercare@dfcugroup.com
• WhatsApp on +256776 760760
• SMS to 8889

1. Provide the following details:

• Your full name
• Account number
• Transaction type (e.g cash withdrawal or cash deposit)
• Date and time of transaction
• Amount involved
• Receipt of the transaction

What criteria must an Agent meet?

• Is a registered and licensed business
• Have a physical address
• Have adequate and secure premises
• Have an account in a financial institution licensed by the Central Bank
• Have been engaged in a commercial activity for at least 12 months

Who can be a dfcu Agent?

• Registered Sole proprietors
• Registered Partnerships
• Limited liability companies
• Cooperative Societies
• Microfinance Institutions
• Any other entity which the Central Bank may deem fit for example, payments companies

What should I do to become a dfcu Approved Agent?

• Visit any dfcu Bank branch or
• Call us on 0800 222 000 / 0414351000
• Send email customercare@dfcugroup.com
• WhatsApp on +256776 760760
• SMS to 8889

Customer Notice

• No direct charges/fees should be levied by this Agent.
• Agent services are provided subject to availability of funds.
• Valid identification is required for Agent transactions.
• Obtain printed receipts for all successful transactions done by the Agent.
• Sign the Agent transaction register before leaving the Agent premises.
• Keep your PIN private. Never disclose your PIN to anyone.
• For more information on dfcu Agent services please call 0800 222 000.

dfcu Bank Agent Prohibited Activities

Agents shall not:

• Operate or carry out a transaction when the system is down.
• Operate or carry out a transaction when there is a communication failure in the system.
• Operate or carry out a transaction in the customer’s absence.
• Operate or carry out a transaction when the system cannot generate a hard copy system receipt or acknowledgement of the transaction.
• Charge fees directly to customers.
• Undertake Cheque deposits, distribution of Cheque books, ATM Cards, or conduct foreign exchange transactions.
• Subcontract other person(s) to provide Agent Banking services.
• Provide Agent Banking services at a location other than the physical address of the agent.

Tariff Guide