DOSH FAQs

About DOSH

What is DOSH and how does it work?	DOSH is a trading name of allpay Limited. Your DOSH account is an electronic money (e-money) account issued by allpay Limited and designed to help you manage your money day-to-day. It comes with a Mastercard prepaid card and is managed entirely through the DOSH mobile app. It allows you to receive and hold funds, and use them to make payments, pay bills, or shop online and in-store using the physical card. Unlike a bank account, DOSH does not offer credit services such as overdrafts or loans. You can only spend the money you load into the account.
What’s the difference from a bank account?	DOSH is not a bank account — it’s an e-money account. That means: You can still get an account number, sort code, virtual and physical card. There is no overdraft or credit, but your funds are still safeguarded under UK rules, so your money will be protected in the unlikely event that allpay becomes insolvent. Your money is not protected by the FSCS (Financial Services Compensation Scheme) like a bank, but it’s still safeguarded under UK rules.
Who can open a DOSH account?	Anyone over 18 living in the UK can open an account, DOSH is available to people from all backgrounds, including those who might not qualify for a traditional bank account, even if: You’ve never had a bank account before. You have no credit history. You have bad credit. There’s no credit check. DOSH can also accept alternative ID if you don’t have standard documents like a utility bill.
How do I open a DOSH account and how long does it take?	1. Download the DOSH app. 2. Fill in your details. 3. Upload your ID (passport, driving licence, or other accepted documents). Or you can have someone you know vouch for your identity for you.  This will be explained as you go through the steps. Once approved, most accounts are ready in minutes. You’ll get your account details and a virtual card straight away. A physical card will arrive in the post in a few days.
Does DOSH require a credit check to open an account?	No, DOSH does not perform credit checks when you apply​. This means applying for an account will not affect your credit score, and your past credit issues won’t prevent you from getting DOSH.

Opening & Setting Up Your DOSH Account

What do I need to have available before starting an application?	To open a DOSH account, you’ll need: A smartphone (to download the free DOSH app). Your reference code provided by one of our partners Some ID (like a passport or driver’s licence). If you don’t have these, we may accept other types of ID. A UK address. Internet access. No credit check, no proof of income and no opening fees.
How do I apply for a DOSH account?	Opening a DOSH account is quick and straightforward. 1. Download the app – Available on iOS and Android. 2. Enter your reference code, provided by one of our partners 3. Fill in your details – Name, address, date of birth, contact info. 4. Prove your identity – follow the steps to complete your ID check. If you have ID, make sure you have it to hand – Take a photo of your ID and a quick selfie. 5. Get approved – Usually takes a few minutes, if this takes longer or we need any additonal information we will get in contact with you. 6. Start using it – You’ll get your account number, sort code and a virtual card straight away. Your physical card will arrive in 3–5 working days.
How soon can I start using my DOSH account?	You can start using your DOSH account almost immediately after approval, which typically takes a few minutes. Once approved: Your account number and sort code are instantly available in the app, allowing you to receive payments. Your virtual prepaid card is ready for online transactions. Your physical DOSH card will arrive within 3–5 working days. While waiting for the physical card, you can view your virtual card details directly in the app and use the virtual card details (card number, expiry date and CVV) to make online payments right away.
Do I need to deposit any money to open the account?	You don’t have to add money straight away. When you want to use it, you can add money by bank transfer, salary payment, benefits, etc. Your account number and sort code are instantly available in the app once you have completed onboarding, allowing you to receive payments straight away. Your account number and sort code will also be displayed on your physical card once received.
Will I get an account number and sort code?	Yes, every DOSH account comes with its own UK account number and sort code. This allows you to: Receive bank transfers, salary payments, or government benefits. Set up direct debits and standing orders for bill payments. Send money to others within the UK. You can find your account details in the app after approval.
Can I apply for a DOSH account if I have bad credit or have been denied by other banks?	Yes! DOSH does not conduct credit checks, so your credit history will not affect your ability to open an account. Even if you’ve been declined by traditional banks, you can apply for a DOSH account as long as you meet the basic criteria: Be at least 18 years old Reside in the UK Pass identity verification DOSH is designed to be accessible to those who may not qualify for traditional banking solutions. However, there could be some instances where DOSH can’t offer you an account. We might not always be able to tell you why, but we will do our best to support you where we can.
What are the terms and conditions for the DOSH account?	DOSH’s full Terms and Conditions and account agreement can be found on our website.
Why is my application being rejected?	If your application is not approved, it may be due to: Incorrect or incomplete details – Ensure your name, address and date of birth match your ID. Failed identity verification – Make sure your ID is valid and the photos are clear. Unverified residency – You must have a UK address. If your application was rejected and you’re unsure why, contact Customer Support for assistance. We may not always be able to tell you exactly why your application was rejected, but we’ll do our best to support you in any way we can’.
Do I need to have a UK address and telephone number to open an account?	Yes, you must have a UK residential address and telephone number to open a DOSH account.
How long do I have to wait for my application to be accepted?	Most applications are approved within minutes. In rare cases, additional verification may be needed, but we’ll keep you updated on your application progress if this happens. We will contact you within 5 working days of submitting your application if we need any further information from you.
What types of ID do you accept?	DOSH accepts the following forms of identification for account verification: For name verification we accept: Passport, Driving Licence, National ID card, Citizen Card and Young Scot NEC card. For address verification, we accept: Bank statement, Universal credit letter, Utility bill. If you have these documents you should always provide if you have them. Don’t worry if you don’t have ID, a Friend, a Work colleague, Case or Support work, or a Relative (not a Sibling, parent or partner) may be able to confirm your identity for you, by our simple Vouching process. This will be explained in more detail in the application process.
How is my identity verified?	DOSH uses a third-party provider, called Vouchsafe, to verify your identity. Identity verification is done through the DOSH app: Take a live selfie for facial recognition matching and enter your details. You’ll be asked to upload a photo of your ID (if you have it) and proof of your address (if you have it). If you don’t have these documents, you can ask someone who does to verify your identity for you – this is called ‘vouching’. Vouchsafe will then securely check your ID and address. They will compare your ID with your selfie and run background checks (no impact on your credit score). Your photos are stored securely. If your documents don’t meet the verification standards, you may be asked to resubmit them.
I don’t have the required documents, what do I do?	If you lack the required documents to get a DOSH account from allpay, don’t worry, you may still be able to apply. A Friend, Work colleague, Case or Support work or a Relative (not a Sibling, parent or partner) may be able to confirm your identity for you, by our simple Vouching process. When asked for your documents, if you say you don’t have them, DOSH will then ask you if someone who could Vouch for you to say you are who they say you are. You need to have known the person for at least a year, but they shouldn’t be an immediate relative. The person vouching for you will also need documentation, like a driver’s license and a utility bill. You’ll need to tell us the name and email address of the person vouching for you, and we’ll then send them a link to verify their identity and confirm that you are who you say you are. We will then run some quick background checks on you both (no impact on either of your credit scores). If you both pass, then we will create an account for you. If you don’t hear from us straight away, we’ll contact you within 5 working days of application with the outcome or if we need any further information.
What checks do Vouchsafe carry out?	Vouchsafe carry out checks on your identity and address to make sure you are who you say you are. They will check the ID documents you provide against the video selfie you take, as well as running some checks in the background – but don’t worry, these checks will have no impact on your credit score.
What if I did not receive a verification email after signing up?	Check your spam/junk folder first. If the email is not there, please contact support for assistance.
What should I do if my verification fails?	If your verification fails, you will be contacted via email to advise of this. If you think there is a mistake, you can try again or contact the DOSH customer service team and we will do our best to support you.
What’s the impact and responsibility on me for vouching for a cardholder?	If you are asked to vouch for someone, we will need to collect your ID and verify your identity. We’ll also run a few background checks, but don’t worry – these won’t impact your credit score. You should have known the person you are vouching for at least one year. It is a criminal offence to knowingly provide false or misleading information during this process. You must confirm, to the best of your ability, that the person applying for a DOSH account is who they say they are.

Using Your DOSH Account In-App

How can I check my balance and view transactions?	Checking your balance is easy: Open the DOSH app, where your current balance is displayed on the home screen. To see a detailed transaction history, go to the “Transactions” section for a list of incoming and outgoing payments. Enable real-time notifications to get instant alerts whenever money enters or leaves your account. You can also check your balance at an ATM, but fees may apply depending on the provider. The app is the easiest and most up-to-date way to track your balance and spending.
Can I download account statements or view transaction history?	Yes, DOSH provides electronic statements: Download Statements: Monthly statements can be saved as PDFs. Transaction History: View all transactions, including deposits, withdrawals, payments and fees.
What can I do through the DOSH mobile app?	The DOSH app is your main way to manage your account, giving you everything you need to stay on top of your money—quickly and easily. Here’s what you can do in the app: Check your balance and transactions: See your current balance at a glance and view recent transactions with full details. Send money: Make payments or transfers to other UK bank accounts. You’ll be notified as soon as money leaves your account. Receive money: Share your account number and sort code to receive payments. You’ll be notified as soon as money arrives in your account. View Direct Debits and Set Up Standing Orders: Schedule regular payments such as bills or transfers, and manage them anytime through the app. Control your card: Activate your DOSH card, view your PIN securely, freeze or unfreeze your card, report it stolen and request a replacement. Enable or disable online transactions and ATM withdrawals: Set daily spending limits for online transactions and ATM use Manage your profile and security settings: Update your contact information, change your passcode, enable biometric login and choose how you receive notifications. Get help when you need it: Access useful FAQs, or find our customer service phone number and email address directly in the app if you need further support. The DOSH app is designed to be simple and easy to use—even if you’re not confident with technology.
Can I use my DOSH account for salary, benefits, or pension payments?	There are two convenient ways to top up your DOSH account with money, so you can start using it: Bank Transfer (Free): You or anyone else can send money to your DOSH account via a standard bank transfer. Use your DOSH sort code and account number to transfer funds in from another bank account. This can be a one-time Faster Payment (usually instant or within a few hours) or a regular transfer like a standing order. Incoming bank transfers to DOSH are free of charge. Salary or Benefits Deposit (Free): As mentioned, give your employer or benefits provider your DOSH account details to have wages or benefits paid directly in. These are typically BACS transfers and will arrive on the scheduled payday (free of charge to receive).
Does DOSH have a mobile wallet like Apple Pay or Google Pay?	Not yet. We’re currently working on enabling support for mobile wallets such as Apple Pay and Google Pay. We’ll notify users as soon as this feature becomes available, so you’ll be able to use your DOSH card directly from your phone for added convenience.
Do I need to inform DOSH if I change my personal details (address, phone, etc.)?	Yes, it’s important to keep your personal details up to date to help us protect your account and ensure you receive important communications. Phone number and email: You can update these directly in the app by going to Profile Settings. Address changes: To update your address, please contact our support team. You can reach them by email at support@mydosh.com. You may be asked to provide a valid form of ID and proof of address (such as a utility bill or bank statement) to complete the update. Name changes: If your legal name has changed, you’ll need to contact support and provide supporting documentation, such as a marriage certificate or deed poll. Keeping your information current helps ensure your DOSH card and any official communications reach you without delay.
What is a pending transaction?	It’s simply a recent payment that you’ve made with your prepaid card. You may have bought something in a shop or online. Either way, the word ‘pending’ shows that the payment is still being processed by the retailer and is waiting to leave your account. It means the payment has been approved, but the retailer needs to finish collecting it. Once that happens, the pending transaction becomes a completed transaction. It should then appear in your normal account balance. If, for any reason, the merchant doesn’t complete the transaction, the funds should be returned to you within 7 days. If you experience any issues with this, please contact DOSH support.
Are there limits on my DOSH account?	Yes, there are limits on your DOSH account. For full details please refer to the Fees & Limits section.
I think I’ve been charged twice. How do I get my money back?	If you’ve been charged for the same transaction more than once, we recommend that you get in touch with the merchant directly. This is likely to be the quickest way to get the resolution you want. If you’ve spoken to them and you’re not satisfied, you can contact our customer support to raise a dispute.
Will I receive interest if my account is in credit?	No, DOSH does not pay interest on account balances, as it is a prepaid account, not a savings account.
Can I hold multiple currencies in my DOSH account?	DOSH only supports GBP (£). You cannot hold foreign currencies in your account.
Can I have more than one DOSH account?	No, you can only have one DOSH account registered to your name.
How do I get a refund for a purchase made with my DOSH card?	If you need a refund: Contact the merchant where you made the purchase. If they process a refund, the money will return to your DOSH balance (the time for this to happen will depend on their time frames). If you don’t receive a refund where you believe you should have, you may be able to dispute the transaction by contacting customer support.
Can I go overdrawn?	DOSH is a prepaid account, which means you can only spend the money that’s available in your account.
How can I close my DOSH account?	If you want to close your account: Ensure your balance is £0 (withdraw or transfer remaining funds). Go to Profile section in the app and select Close Account option to place a request to close your account. Once your request is submitted: Your account will be reviewed and closed, provided all checks are complete. All Direct Debits, Standing Orders and Scheduled Payments will be cancelled as part of the closure process. Please ensure you notify any companies or organisations who currently take payments from your DOSH account, as they will no longer be able to collect funds once your account is closed. We will notify you by email once your account has been successfully closed.

Send and Receive Money – FAQs

How can I send money to someone from my DOSH app?	Open DOSH → Payments → Pay → Make a Payment. Pick ‘Pay Someone New’ or an existing payee. Enter details and follow the simple prompts — we’ll then check name & account match.
Can I send money abroad (international transfers) using DOSH?	DOSH does not support international bank transfers. You can still use your DOSH card for international purchases online or in-store, and the transaction will be converted to GBP using the Mastercard exchange rate. For any applicable charges, please refer to the Fees section.
What is a Direct Debit?	A Direct Debit is when you give permission to a company to take money from your account automatically. Together you choose the amount and you can usually pick a date that suits you.
What is the difference between a Standing Order and a Direct Debit?	Standing Order: You set amount/date, can cancel anytime. Direct Debit: A company takes and agreed amount on an agreed due date.
Can I set up Direct Debits with my DOSH account?	Yes, DOSH fully supports Direct Debits, just give your DOSH sort code & account number to the company setting up the Direct Debit. The amount will then get taken automatically on the  agreed date — just make sure you keep enough funds in the account for the direct debit to complete.
Can I set up Standing Orders or Recurring Transfers?	Yes, you can set up a Standing Order in the DOSH app! Open DOSH → Payments → Pay → Make a Payment. Pick Pay someone new or an existing payee. Enter details, follow prompts — Choose frequency, start date, end date → confirm. We’ll check the name & account match.
Does DOSH support faster payments?	Yes, DOSH supports Faster Payments, most arrive instantly or within a few minutes. Available 24/7, including weekends and bank holidays.
Are there any fees for sending or receiving money?	For full details, please refer to Fees & Limits below.
Can I use DOSH for business or commercial transactions?	DOSH accounts are for personal use only. You can receive occasional payments—like selling a personal item or doing a small freelance job—but regular or high-volume business activity is not allowed and may lead to account restrictions. allpay Limited does not offer a DOSH business accounts, so for managing larger or commercial transactions, we recommend using a dedicated business banking service.
Why haven’t I received a payment into my account?	If a payment hasn’t arrived, follow these steps: Check the sender’s details: Ensure they used your correct account number and sort code. Verify the expected processing time: Faster Payments: Usually instant, but may take up to 2 hours. BACS Payments: Typically arrive by 9 AM on the scheduled day (used for salaries and benefits). International Transfers: Not supported Confirm with the sender: Ask them to check their bank for any delays or rejected transactions. DOSH monitors transactions regularly for your safety. If you are expecting a payment into your account and haven’t received it, please contact us if we haven’t already reached out to you. We’ll do our best to support you to ensure you get your funds.
Can I schedule payments for the future?	Yes, DOSH allows you to schedule payments in two ways: Standing Orders: Set up a fixed amount to be sent regularly to another account. Future-Dated Transfers: Schedule a one-time payment for a specific date in the future. To schedule a payment: You can schedule payment in the DOSH app in two ways—for a new payee or for an existing payee. Scheduling a payment for a new payee Open the DOSH app and go to the Payments section. Tap the Pay tab, then select Make a Payment. On the next screen, choose Pay someone new. Enter the payee’s details (name, sort code, and account number). Enter the amount, then enable the “Schedule this Payment” option. Select the payment frequency ‘Oneoff’ and date. Review all details and confirm to schedule a payment. Scheduling a payment for an existing payee Open the DOSH app and go to the Payments section. Tap the Pay tab and select a payee from your list. Tap View Full Details of the selected payee. Choose Send Money to schedule the payment. Enter the amount, then enable the “Schedule this Payment” option. Select the payment frequency ‘Oneoff’ and date. Review all details and confirm to schedule a payment.
How do refunds to my DOSH account work?	If a merchant refunds a purchase made with your DOSH card, the refund is processed back to your DOSH account. Refunds typically take 3–5 working days but can vary based on the merchant’s policies. Once processed, you will see the refund in your transaction history. If you don’t receive a refund after the expected time, contact the merchant to confirm they issued the refund. If the refund is delayed or disputed, reach out to DOSH support for assistance. We’ll do our best to support you to ensure you get your funds.
How can I cancel a Direct Debit?	You can cancel a Direct Debit directly from your DOSH app: Open the app and go to the Payments section. Select Scheduled to view all your active Direct Debits. Tap the Direct Debit you wish to cancel to open its details on a new screen. Scroll to the bottom and tap the Cancel Direct Debit button. Follow the on-screen instructions to confirm your cancellation. Important: We will make every attempt to cancel the Direct Debit, However if the payment is inflight this may not always be possible, giving a full two working day before the due date should prevent this.  The earlier the better. Make sure you also inform the organisation (e.g. subscription or service provider) that you’ve cancelled the Direct Debit. As you still may owe them money for something you’ve bought or a service and may still need to pay for this.
How can I cancel a Standing Order?	You can cancel a Standing Order easily using the DOSH app: Open the app and go to the Payments section. Select Scheduled to view all your active Standing Orders. Tap the Standing Order you want to cancel to view its details. Scroll to the bottom of the screen and tap Cancel Standing Order. Follow the on-screen instructions to confirm your cancellation. Once confirmed, the Standing Order will be cancelled and no further payments will be made. Important: We will make every attempt to cancel the standing order, However if the payment is inflight this may not always be possible, giving one full working day before the due date should prevent this.  The earlier the better.

Add Money

How can I add funds to my DOSH account?	There are two convenient ways to top up your DOSH account with money, so you can start using it: Bank Transfer (Free): You or anyone else can send money to your DOSH account via a standard bank transfer. Use your DOSH sort code and account number to transfer funds in from another bank account. This can be a one-time Faster Payment (usually instant or within a few hours) or a regular transfer like a standing order. Incoming bank transfers to DOSH are free of charge. Salary or Benefits Deposit (Free): As mentioned, give your employer or benefits provider your DOSH account details to have wages or benefits paid directly in. These are typically BACS transfers and will arrive on the scheduled payday (free of charge to receive).
Can others send money to my DOSH account?	Yes, others can send money to your DOSH account using a standard bank transfer. All they need is your DOSH account number and sort code. They can send a one-time payment or set up regular transfers (like a standing order). Incoming transfers are usually processed via Faster Payments and are free of charge to receive.
How long do bank transfers take to clear?	Most bank transfers to your DOSH account are made through the Faster Payments system and usually arrive within a few minutes. In some cases, it may take up to 2 hours, depending on the sending bank. Transfers made via BACS (like salary or benefits payments) typically take 3 working days to clear. If you are expecting a payment into your account and haven’t received it, please contact us if we haven’t already reached out to you. We’ll do our best to support you to ensure you get your funds.
Are there any limits on how much money I can add or hold?	Yes, please refer to the Fees & Limits section for full details.
Can I add cash to DOSH?	Currently cash cannot be added to your DOSH account.

My DOSH Prepaid Card

How do I get my DOSH prepaid card, and how long does it take?	Once you successfully open a DOSH account, your prepaid card is automatically ordered and sent to your registered UK address.Delivery time: Typically 3-5 working days, but it may take longer depending on postal services or location. If your card hasn’t arrived within 7 working days, contact DOSH support for assistance. Your card will arrive inactive for security reasons. You must activate it before using it.
How do I activate my DOSH prepaid card?	Activating your card is simple and can be done directly in the DOSH app. Log in to your DOSH app and go to the Cards section. You’ll see a button labelled “Activate your card” on the screen. Tap the button to activate your card—once activated, you’ll be able to view your card details. After activation, your card is ready to use.
What are the features of the DOSH prepaid card?	Worldwide Acceptance: Use your DOSH card anywhere you see the Mastercard logo – in-store, online, or at ATMs. You can pay for goods, services, bills, or withdraw cash. Contactless Payments: “Tap and go” for quick, secure purchases. You can use contactless for payments up to £100 per transaction in the UK. Occasionally, you may be asked to insert the card and enter your PIN for security. Chip & PIN Security: Your card is chip-enabled and you will have your own personal 4-digit PIN for secure transactions ATM & Online Transactions: ATM Withdrawals Withdraw cash at ATMs showing the Mastercard Acceptance logo. Online Shopping: Use your card details (number, expiry, CVV) for online purchases or subscriptions. 3D Secure (Mastercard SecureCode) is supported—you may be asked to confirm the payment in your DOSH app. Daily limits apply—check the Fees & Limits section. In-App Card Controls: Freeze/Unfreeze Instantly Temporarily block your card if you misplace it. No new transactions can occur until you unfreeze it. View Card Details & PIN: Securely access your full card number, expiry date, CVV and PIN within the app whenever needed. Report Lost or Stolen Card: Quickly report your card as lost or stolen directly in the app to protect your account. Request a Replacement Card: Order a replacement card through the app if yours is lost, stolen, or damaged. Spending Controls: Set daily spending limits. Block/Unblock transaction types: Online Transaction, ATM withdrawals, Contactless and Gambling transactions. All configurable within the Card Settings in your app. No Overdraft: You can only spend the money available in your account. If your balance is too low, the transaction will be declined.​
Is the DOSH card contactless and how do contactless payments work?	Yes, the DOSH card supports contactless payments for quick and convenient transactions. Tap to Pay: Hold your card near the payment terminal to pay without inserting it. Limits: Transactions up to £100 per tap. Security Check: Occasionally, you’ll be asked to insert your card and enter your PIN for added security.
Can I use the DOSH card at ATMs to withdraw cash?	Yes, you can use your DOSH card to withdraw cash from ATMs in the UK and abroad, anywhere the Mastercard logo is displayed. ATM fees: Some ATMs may charge their own fees. International withdrawals: You can withdraw cash in the local currency when abroad. Exchange rates and additional fees may apply. Always check the ATM screen for any charges before confirming your withdrawal. For any DOSH ATM Fees: Please see the Fees & Limits section for on any DOSH ATM fees.
My card payment was declined – what could be the reason?	If a transaction with your DOSH card was declined, here are the most common reasons and how to resolve them: 1. Insufficient Funds Your DOSH account must have enough balance to cover the full transaction amount (including any applicable fees).What to do: Check your balance in the app and top up your account if needed. 2. Incorrect PIN Entering the wrong PIN at an ATM or chip & PIN terminal will result in a declined transaction. After 3 incorrect attempts, your PIN will be blocked.What to do: Retrieve your correct PIN from the app under Card Settings. If blocked, you can usually unblock it by entering the correct PIN the next day at an ATM or via the app. 3. Card Not Activated or Frozen If your card hasn’t been activated yet or is frozen in the app, it won’t work.What to do: Open the DOSH app to activate or unfreeze your card. 4. Exceeded Usage Limits Daily limits for spending, ATM withdrawals, or online purchases may cause declines if exceeded. What to do: Check the Fees & Limits section in the app for your limits. 5. Network or Technical Issues Sometimes issues with the payment network or the merchant’s terminal may result in a decline. What to do: Try the transaction again or use another payment method. 6. Incorrect Card Details (for online payments) Entering incorrect card number, expiry date, or CVV can cause a failure. What to do: Double-check your details. If the site requires 3D Secure, make sure you complete the verification step. 7. Merchant Restrictions Some merchants, like car rental or hotel services, may not accept prepaid cards. DOSH may also block certain high-risk categories. What to do: If you’re unsure, contact DOSH support to confirm if the merchant type is restricted. 8. Card Expired or Damaged If your card has expired or is physically damaged, it won’t work. What to do: Check the expiry date on your card. If it’s expired or damaged, request a replacement card through the app. You can also use contactless or mobile wallet if available.
What should I do if my DOSH card is lost or stolen?	If you lose your card or suspect theft, act fast: Freeze your card in the DOSH app to prevent unauthorised use. If you find your card, you can unfreeze it instantly in the app. Check transactions for suspicious activity. Order a replacement card via the app or contact DOSH support.
Can I still receive money into my account if my card is lost or not active?	Yes, your DOSH account remains fully operational even if your card is: Lost or stolen: You can still receive transfers, salary payments and benefits. Not activated: Incoming payments are not affected. While you wait for a replacement card, you can transfer money from your DOSH account
What should I do if I don’t recognise a transaction?	If you see a transaction you don’t recognise, firstly check the following: Sometimes transactions appear under a different name (for example, the parent company or payment processor). Look through any recent purchases or subscriptions to see if it matches. If you still don’t recognise it, you can freeze your card in the app, just in case someone is using your card fraudulently. Then contact our support team, and we can investigate this for you.
What should I do if I have an problem goods or services I have purchased?	You could have a problem with goods or services for a number of reasons: You didn’t receive the goods/services. The goods you did receive were faulty or not as described. Firstly, raise these concerns with the retailer from whom the items were purchased. If you are unable to resolve this, contact us. We may be able to raise a Chargeback for you, and we will ask for additional information regarding the goods or services to allow us to do this.
What is a chargeback?	A chargeback is the formal process that we can follow for a disputed transaction. Depending on the information and the evidence you provided to us for the goods or services purchased. We may raise a formal dispute via the card networks  (e.g., Visa, Mastercard) to pull your funds back from the retailer that you purchased these goods or services from. If your claim is upheld, we will receive funds back from the merchants and credit your account. Chargebacks are part of the card network rules (e.g., Visa, Mastercard) and are designed to protect you as consumers.

Fees & Limits

Limits

What is the maximum balance I can hold in my DOSH account?	You can hold up to £10,000 in your DOSH account at any one time.
Are there limits on how much I can receive into my account?	Yes. For incoming transfers (BACS & Faster Payments): – Daily limit: £10,000 – Daily number of transactions: 20 – Monthly limit: £20,000 – Monthly number of transactions: 100 – Annual limit: £100,000
How much can I send from my DOSH account using bank transfer or Direct Debit?	For outgoing payments (Faster Payments and Direct Debits): – Maximum per transaction: £2,500 – Daily limit: £2,500 – Daily number of transactions: 20 – Monthly limit: £5,000 – Monthly number of transactions: 100 – Annual limit: £30,000 – Annual number of transactions: 300
Can I withdraw cash from ATMs with my DOSH card? What are the limits?	Yes, you can withdraw cash from UK and international ATMs: – Maximum per withdrawal: £250 – Daily limit: £250 – Daily number of withdrawals: 10 – Monthly limit: £2,500 – Monthly number of withdrawals: 50 *Note: Some ATM providers may charge their own fees.
Are there limits for using my DOSH card for purchases?	Yes, for card use online and in-store (UK & abroad): – Maximum per transaction: £5,000 – Daily limit: £10,000 – Daily number of transactions: 30 – Weekly limit: £10,000 – Weekly number of transactions: 70
What is the Contactless limit?	Contactless transactions up to £100 per tap. Occasionally, you’ll be asked to insert your card and enter your PIN for added security.

Fees

Is there a fee for ordering a replacement DOSH card?	Yes, a £3.00 fee applies for ordering a replacement card (e.g. lost, stolen, or damaged). This fee does not apply to automatic renewal cards.
What is the fee for withdrawing cash at UK ATMs?	Each ATM withdrawal within the UK is charged at £0.50. Some ATM may also apply their own additional fees. You will need to make sure you have enough funds in your account to cover your withdrawal and any additional fees.
Are there any charges for using my DOSH card abroad?	Yes, a 3% foreign spend fee applies when you use your DOSH card for purchases in a foreign currency. This fee is in addition to any applicable Mastercard currency conversion or network fees. You will need to make sure you have enough funds in your account to cover your withdrawal and any additional fees.
What is the fee for withdrawing cash at international ATMs?	Each ATM withdrawal outside of the UK is charged at £1 per transaction. Please note, transactions may also be subject to Mastercard exchange rate at 2.25%. Exchange rates are subject to fluctuations.  Some ATMs may also apply their own additional fees. You will need to make sure you have enough funds in your account to cover your withdrawal and any additional fees.
What happens if a Direct Debit is returned unpaid?	If a Direct Debit fails and is returned, a £5.00 fee will be charged to your account.
Do I have to pay for a raising chargeback?	No, there is no fee for raising an initial chargeback request if you believe a transaction was unauthorised or incorrect. However, if the merchant disputes the chargeback and it is found that the transaction in question was authorised or correct, a £45.00 fee will apply for the second presentation or reprocessing of the claim.