• TrustFactor – FAQs

    • What is TrustFactor App?

    TrustFactor App is an authentication application that has replaced the SMS One Time Passwords (OTPs) on our online banking platform (dfcu QuickBanking) for transaction confirmation.

    • When is TrustFactor used?

    The application is used by Quick Online, QuickConnect and Quick App Users Only to authenticate and complete transactions.

    • Why TrustFactor?

    TrustFactor application is faster, safer and simpler than the One Time Password application that we previously used to approve transactions. The application also addresses the issue of delayed OTPs, Failed OTPs and provides security against Sim Swaps and Phishing among others.

    • How do I get started?

        (1) Download the TrustFactor App from Google Play or Apple Store

    (2) Activate your account on TrustFactor via the Quick Banking App or Web

    (3) Log into Quick Banking through App or Web and do your banking

    (4) Authenticate using TrustFactor

    (5) Transaction is completed and proceed to log out

    • Do USSD Users have to activate TrustFactor?

    No, TrustFactor is not used to approve transactions on USSD (QuickCode). The normal transaction process will remain for QuickCode.

    • Are there extra charges for using TrustFactor?

    No, the service is absolutely free! no extra charges will be incurred for the service.

    • When will I be prompted to authenticate with TrustFactor?

    You will be prompted to authenticate all transactions with TrustFactor that previously required an OTP/SMS token for example money transfers, bill payments etc.

    • I received a transaction approval prompt from TrustFactor on my Smartphone, yet I was not making any transaction.

    If you receive an approval prompt when you are not in the process of doing a transaction, select “Reject” to protect your account and report the incident immediately to Call Centre that can be reached on 0800 222 000. 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 (QuickApp), click the “Open TrustFactor” button to approve the transaction.

    If you are transacting using the web (QuickOnline), open the TrustFactor App and approve the transactions under the ‘Authorizations’ menu.

    If you are transacting on USSD *240# (QuickCode), your password is enough to complete the transaction.

    • What Smartphone operating systems are supported by TrustFactor?

    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.

    • Can I complete a Transaction Online if I forget my mobile device at home or at work?

    If you previously added another Smartphone to authenticate/approve your transactions, you should be able to use that other phone (device) to approve and complete the transaction. If you have never added an additional device, you can use the USSD platform to complete the transaction.

    • What if my mobile device is lost or stolen?

    In the event that your device gets lost or is stolen, notify the Bank immediately on 0800 222 000 at that the device is de-associated from your account. You’ll be prompted to register another device the next time you access your Quick Banking profile.

    • 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 Quick Banking 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 any time 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.

    No roaming fees is applicable when using TrustFactor App.

    • 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. Proceed to reinstall TrustFactor from the Google Play or 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 proceed to transact.

     

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

    1. Uninstall the TrustFactor App version you have on your Smartphone.
    2. Reinstall TrustFactor from the Google Play or App Store and set up a new password.
    3. Log into QuickBanking, you’ll be prompted to pair your profile on TrustFactor once again.
    • 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.

    • 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 de-associated from the old phone.

    • Can I change my TrustFactor Password?

    Yes, you can. Open the TrustFactor App and select the edit option besides the password line

    • Can I login into TrustFactor using Biometrics?

    Yes, you can! 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).

  • Pay with Visa and Get Rewarded Campaign – Terms and Conditions

    The following terms and conditions apply to the Visa International Service Association (Visa) also referred to as ‘the Promoter’ and Vivo Energy Uganda Limited (Vivo) partnership campaign promotion. By participating in the promotion, you are deemed to have read, understood and accepted the same:

    Campaign Duration

    a) The campaign will run from 10th September 3rd October, 2021 every Friday, Saturday and Sunday.

    b) The Promoter reserves the right (in its sole and absolute discretion) to extend, shorten, suspend the time period of the Promotion or terminate the Promotion for technical, commercial, and/or operational reasons, or for reasons beyond its control. The Promotion, Prize and Terms and Conditions may be reasonably amended by the Promoter, at any time during the Promotion. In such event, all Participants waive any rights that they may have/purport to have in terms of this Promotion, and acknowledge that they shall have no recourse against the Promoter whatsoever

    Campaign Eligibility:
    a) The Promotion is open to Shell service station customers who use their Visa card to purchase fuel / goods worth UGX 100,000 (minimum) from selected participating stations.
    b) Any eligible natural person who is 18 years or older,
    c) The parent or guardian of a minor, may participate in the Promotion.
    d) No director, employee, agent or consultant of:
    i. the Promoter;
    ii. any other subsidiary or associated person who controls or is controlled by the Promoter;
    iii. the supplier of goods or services in connection with the Promotion; or
    iv. The marketer of the Promotion; and/ or Agencies of the promoter or their spouses, life partners, business partners or immediate family members, may enter this Promotion.
    v. The right of admission into the Promotion rests solely with the Promoter

    The Campaign reward
    a) Customers who meet the entry requirements are eligible for a UGX 10, 000 Shell voucher. The Shell Voucher is available on a first come first serve basis depending on the voucher allocation to the particular participating station on specific dates as indicated below.
    b) The reward of UGX 10,000 voucher shall be given to the eligible customers on the spot through the help of the cashiers and brand ambassadors.

    Reward time duration

    a) Compensation time frame of the reward shall be within the stated campaign period and Shell service station operating hours.

    Other Terms

    (a) Vivo and Visa reserve the right to disqualify any entrant or withdraw reward to such entrant for tampering with the entry process including but not limited to: canvassing, or for submitting an entry which is not in accordance with these terms and conditions
    (b) The vouchers are non-transferable and no other alternative shall be offered.
    (c) By agreeing to participate in the promotion, all participants agree that their name, picture and details of their business can be made public in such media as Vivo may choose (including but not limited to the internet) and that they will further agree to participate in all public relations and marketing activities relating to the campaign without additional payment or consideration or prior approval.
    (d) The award of the reward shall be subject to the authentication of the ownership of the winning
    (e) Although Vivo will use reasonable efforts to ensure that all information relating to the campaign (“Promotional Material”) is accurate, Vivo will not be liable for any matters outside its control.
    (f) Employees of Visa and Vivo are not eligible to participate in the promotion.
    (g) Selected Participating stations:

    Station
    Shell Makerere Kikoni
    Shell Entebbe
    Shell Bunga
    Shell Kabalagala
    Shell Munyonyo
    Shell Entebbe Express
    Shell Jinja road
    Shell Namusera
    Shell Nansana city
    Shell Lugogo
    Shell Kawempe
    Shell Namirembe
    Shell Najjera
    Shell Mengo
    Shell Bugolobi

    Indemnity

    a) By entering the Promotion, the Participant unconditionally and irrevocably indemnifies and holds harmless the Promoter, as well as its holding company, its subsidiaries and any subsidiaries of its holding company, and their successors and assigns, directors, employees, agents or consultants against all and any losses, claims, proceeding, actions, damages, (direct, consequential or otherwise) liability, demands, expenses, legal costs (on an attorney and own client basis) howsoever arising out of, based upon, or in connection with (directly or indirectly) the Participant’s participation in the Promotion and the Prize/s.
    b) Promoter and its service providers, are not responsible for:
    a. incorrect and inaccurate transcription of entry information;
    b. technical malfunction;
    c. inappropriate images and comments posted by the entry or by the public;
    d. lost or delayed data transmission, omission, interruption, deletion, line failure or malfunction of any telephone network or computer equipment or software; and/or
    e. The inability to access any website or online services or any other error.
    c) This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook, Instagram or any other social media platform that may be used as an intermediary.

    Promotion Disputes
    1. Should any dispute arise in relation to these Terms and Conditions, the Promoter’s decision shall be final and no correspondence shall be entered into.

  • General dfcu Bank Bounce Back Promotion – Terms and Conditions

    1. The Bounce Back promotion runs from 2nd March to 18th May 2021.
    2. Lucky winners of the Bounce Back promotion stand a chance to win loan repayments capped at UGX 20 million.
    3. All loans are offered at the sole discretion of dfcu Bank and as per the current credit policies governing the respective products.
    4. If you are an existing dfcu Bank customer and you are currently in default on a facility from dfcu Bank, then you will not be eligible to apply for the discounted interest rate loans advertised in the Bounce Back promotion.
    5. By participating in this promotion, 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 Bounce Back promotion including, without limitation, personal injuries, death and property damage, and claims based on publicity rights, defamation or invasion of privacy.
    6. For Buyoffs, arrangement fees shall apply on loan amounts applied for.
    7. These Bounce Back promotion terms and conditions (“Bounce Back Terms”) are supplementary to dfcu Bank’s standard terms and conditions applicable to the advertised products (“Standard Terms”). To the extent of any inconsistency between the Bounce Back Terms and the Standard Terms, these Bounce Back Terms will prevail.
    8. The reduced promotional interest rate being offered during the Bounce Back is applicable only on new loans and on top up loans. These rates do not apply on your existing loan (if any with the bank) if you do not wish to apply for new or top up loan.
    9. All Loan rates are variable interest rates. Sale rates applicable only for new and Top-up loans. Interest rates are variable, pegged to the Prime Lending Rate and subject to change in line with the prevailing market conditions.
    10. Immediate family members or distant relatives of an employee of dfcu Bank are not eligible to participate.
    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.

  • Bounce Back Media Challenge Promotion – Terms & Conditions

    1. The dfcu Bounce Back media challenge runs from 2nd March to 30th March 2021 and is only open to journalists.
    2. To enter the competition, submit the top 3 challenges faced in 2020 on account of the pandemic and how you propose to bounce back in 2021. Indicate how dfcu Bank can support you in bouncing back and how we can generally enhance the Bank’s relationship with you.
    3. The stories are to be shared either as an article (not more than 500 words), video or audio recording via email bouncebackwithdfcu@dfcugroup.com
    4. The Bank will not accept responsibility for any late submissions, any entries that are not received or any entries or files that are corrupt, damaged, lost or inaccessible.
    5. By participating in the challenge, you agree to be bound by the terms and conditions, including all eligibility requirements. You also accept that all decisions made by the Bank are final and binding in all matters relating to the challenge.
    6. The Bank reserves the right to cancel the challenge at any time, for any reason and without prior notification.
    7. By entering this challenge, you agree that you have the consent of any people who are clearly identifiable in your entry.
    8. By entering, each entrant warrants that their entry is original and that their submission does not or will not infringe any third party’s intellectual property.
    9. By entering the challenge, you agree that you consent to having your story published should you emerge as one of the winners
    10. The Bank may collect your personal information (name, contact and photos) for the purpose of administering and processing the challenge as well communication of winners.

    Eligibility

    You must be:

    • a legal resident of Uganda above 18yrs

    You cannot be:

    • an employee of the Bank
    • an immediate family member or distant relative of an employee of the Bank

    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.

  • When do the dfcu Women in Business (WiB) program advisory sessions take place?

    Considering that different businesses have unique needs, the sessions take place on a one on one basis at the Women in Business Advisory centre located at the Head Office on Plot 2, Kyadondo Road.

     

     

  • What advisory services are offered under the dfcu Women in Business (WiB) program?

    We have partnered with Makerere University Business School (MUBS), Uganda Law Society (ULS) and the Institute of Certified Public Accountants of Uganda (ICPAU) to offer free business and financial advisory services to thousands of women, especially those engaged in productive economic activity.

    The business and advisory services include;

    • Financial Advisory
    • Business to Business Linkage Advisory
    • Marketing and Branding
    • Legal Advisory
    • Human Resource Advisory

  • What benefits do dfcu Women in Business Customer enjoy?

    Through many of the initiatives offered, several women have been exposed and upskilled in a number of areas including customer service, managing people, record keeping and business growth. Other benefits include;

    • A dedicated Relationship Manager to support day to day banking requirements
    • Preferential interest rates on credit facilities
    • Access to business trainings and mentorship opportunities
    • Local and international business linkages and study tours
    • Opportunity to grow savings through dfcu Investment Clubs
    • Business advisory services provided through the dfcu WiB Centre

  • What achievements has the dfcu Women in Business (WiB) program attained?

    The program continues to supports women manage their businesses more efficiently and realize their business potential. Since inception, the dfcu WiB program has achieved several milestones including;

    • Over 10,000 members are currently registered on the program
    • Over 12,000 women have benefited from the capacity building sessions
    • Over 4,000 women have benefited from the dfcu WiB loans

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