How can we help?

Answers to common questions about transfers, bills, cards, and your account — plus how to reach a real person.

Email us

info@mydupay.com

WhatsApp

Chat with support
Common questions

Frequently asked

How do I fund my wallet? +
Open the app and tap Fund Wallet. You'll see your dedicated virtual account number — transfer to it from any bank and your balance updates automatically once the payment is received.
My transfer is delayed or hasn't arrived +
Most transfers are instant. If a transfer is still pending after a few minutes, check the Activity tab to confirm its status. If it shows successful but the recipient hasn't received it, email us your transaction reference and we'll trace it.
I forgot my transaction PIN +
Go to Settings → Security → Reset Transaction PIN and follow the verification steps. For your safety, you'll need to confirm your identity before setting a new PIN.
How do I verify my account (KYC)? +
During registration you'll be asked to provide your details, upload a valid ID, and take a selfie for verification. Make sure you're in a well-lit area and grant camera access when prompted. Verification usually completes within minutes.
How do virtual cards work? +
Create a virtual card from the Cards section to shop online securely. You can fund, freeze, or delete a card anytime. Your main wallet balance stays separate and protected.
How do I delete my account? +
You can request account deletion from Settings → Account → Delete Account, or email info@mydupay.com. Make sure your wallet balance is withdrawn first, as deletion is permanent.
Is my money safe with Dupay? +
Yes. Every transaction is protected by your PIN, identity verification, and encryption. Never share your PIN or one-time codes with anyone — Dupay staff will never ask for them.
New here

Getting started

1

Create your account. Sign up with your phone number and email, then verify your identity.

2

Set your transaction PIN. Choose a 4-digit PIN you'll use to authorize every payment.

3

Fund your wallet. Transfer to your dedicated virtual account to add money instantly.

4

Start transacting. Send money, pay bills, buy airtime and data, or create a virtual card.

Still stuck?

Contact our team

Our support team is available Monday to Saturday, 9:00 AM – 6:00 PM (WAT). Email us at info@mydupay.com and we'll get back to you within 24 hours. When reaching out about a transaction, please include your registered email and the transaction reference so we can help faster.