DOSH FAQs
Opening & Setting Up Your DOSH Account
| What do I need to have available before starting an application? | To apply for a DOSH account, you will need the following:A smartphone (to download the DOSH app and complete the application process).A valid ID (such as a passport or driver’s license for identity verification).A UK residential address (to receive your physical card if applicable).A stable internet connection to complete the application.There’s no need for a credit check or proof of income, and in many cases, DOSH may accept alternative forms of identification. |
| How do I apply for a DOSH account? | Opening a DOSH account is quick and straightforward. Simply follow these steps:Download the DOSH app – Available on iOS and Android via the App Store or Google Play Store.Register your details – Provide your full name, address, date of birth, and contact details.Verify your identity – Upload a photo of your ID (e.g., passport, driver’s license) and take a selfie for verification.Approval process – Once your application is submitted, DOSH will verify your details. Approval is usually instant or takes a few minutes.Start using your account – After approval, you’ll receive an account number and sort code. You can access your virtual prepaid card immediately in the app. A physical card will be mailed to you within a few days.Please note: The virtual prepaid card cannot be added to digital wallets such as Apple Pay or Google Pay and cannot be used for contactless or in-store mobile payments. |
| 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. The virtual prepaid card cannot be added to digital wallets such as Apple Pay or Google Pay and cannot be used for contactless or in-store mobile payments.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? | No, there is no minimum opening deposit required with DOSH. You can open the account for free – there’s no charge to set it up and no mandatory funding at the start. Of course, you’ll eventually want to add money to use the account (since it’s prepaid, you need funds in it to spend). But you’re not obliged to add money immediately during the application. Once your account is open, you can add funds at your convenience (via bank transfer, salary payment, etc. – see Adding Money section). |
| 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 open 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 providing you meet the basic criteria:Be at least 18 years oldReside in the UKPass identity verificationDOSH is designed to be accessible to those who may not qualify for traditional banking solutions. |
| Does DOSH offer joint accounts or additional cardholders? | Currently, DOSH accounts are individual accounts – each account is tied to one person, and we do not offer joint accounts or secondary cardholders currently. That means only the individual who opened the DOSH account can use the associated card and account services. If you have a partner or family member who also wants a DOSH account, they would need to open their own separate account. We may explore joint account features in the future. (Note: You should never share your card or PIN with others, as that could breach security agreements. Instead, each person should have their own card/account if needed.) |
| 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 www.myDOSH.com/T&Cs. This document details all the usage rules, fees, and your rights as a customer. Key points include how we protect your money, how you can use the account, fees for certain transactions, and how to close the account if needed. We require all customers to confirm they have read and understood the T&Cs upon signup . If you have any questions about specific terms, you can contact Customer Support for clarification. |
| Why is my application being rejected? | If your application is rejected, 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. |
| Do I need to have a UK address to open an account? | Yes, you must have a UK residential address to open a DOSH account. This is required to receive your physical prepaid card. |
| 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. |
| What types of ID do you accept? | DOSH accepts the following forms of identification for account verification:PassportUK Driver’s LicenseNational ID card (if applicable)If you don’t have these, DOSH may accept alternative forms of ID. Contact support for more information. |
| How is my identity verified? | Identity verification is done through the DOSH app:Upload a photo of your ID (passport, driver’s license, etc.).Take a live selfie for facial recognition matching.Submit your details – DOSH will verify them instantly.If your documents don’t meet the verification standards, you may be asked to resubmit them. |
| How do I submit the documents? | You’ll be asked for your documents as part of the verification process. You can just take a photo of them to upload them. |
| I don’t have the required documents, what do I do? | If you lack a passport or driver’s license, DOSH may accept alternative IDs. Contact support to explore your options. |
| Who are VouchSafe? | VouchSafe is a third-party identity verification service that allpay Limited has partnered with to securely verify customer identities for opening a DOSH account. They ensure that your ID is legitimate and meets compliance regulations. |
| 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. |
| Are my photos stored by VouchSafe? | Yes, your photos will be stored within the Vouchsafe platform in line with our privacy notice and retention schedule. |
| What does DOSH accept as proof of address? | We accept standard ID, such as driving license and utility bills. If you don’t have these documents, don’t worry, there are other ways you can verify your address during the process. |
| What does DOSH accept as proof of ID? | We accept standard ID, such as a passport, driving license or biometric residence permit. If you don’t have these documents, don’t worry, there are other ways you can verify your identity during the process. |
| 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. |
Using Your DOSH Account In-App
| How do I access my DOSH account? | You can access your DOSH account anytime through the DOSH mobile app.Mobile App: Download the DOSH app for iOS or Android and log in with your registered details.Features: The app allows you to check your balance, view transactions, send and receive payments, manage your card, and update your settings.Security: You can enable biometric login (fingerprint or Face ID) for quick and secure access.The DOSH app is available 24/7, giving you full control over your account. Keep your login details safe – DOSH will never ask you for your passcode via email or phone. If you forget your passcode, use the reset option on the login screen to set a new one. |
| 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 and a 90-day transaction history in the app.Download Statements: Monthly statements can be saved as PDFs or exported as CSV files.Transaction History: View all transactions, including deposits, withdrawals, payments, and fees.Paper Statements: If needed, you can request a physical statement via customer support (a fee may apply).DOSH is a paperless service, so statements are always available in the app for free. |
| 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.Set up Direct Debits and 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.You can also:Turn contactless payments on or offEnable or disable online transactions and ATM withdrawalsSet daily spending limits for online transactions and ATM useManage 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 set up direct debits and standing orders with my DOSH account? | Yes. One of the convenient features of DOSH is that it supports direct debits and standing orders. This means you can have recurring payments automatically taken from your DOSH account. For example: Direct Debits: You can use your DOSH account details (sort code & account number) to set up direct debit payments for things like utilities, phone bills, or subscriptions. Just provide your DOSH account info to the company you want to pay, and they will initiate the direct debit mandate. The scheduled payments will then debit your DOSH account on the due dates. Make sure you have sufficient balance the day before a direct debit is due, to avoid it failing. Standing Orders: Through the DOSH app, you can set up standing orders – these are instructions to send a fixed amount to another bank account on a regular schedule (for example, £100 rent every month to a landlord’s account). You choose the amount, destination account, and frequency, and DOSH will automatically send the payment from your account as instructed. You can cancel standing orders and direct debits directly in the mobile app. |
| Can I use my DOSH account for salary, benefits, or pension payments? | Yes, you can receive your salary, government benefits, or pension directly into your DOSH account. Simply provide your employer or benefits office with your DOSH account number and sort code. Payments sent via Faster Payments will be credited instantly. Payments made via BACS will arrive by the morning of the date the payment is due to be received. You’ll get an instant notification as soon as the money arrives in your account. |
| Does DOSH have a mobile wallet like Apple Pay or Google Pay? | Not yet, but it is coming soon. 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. |
| Can I link my DOSH account to PayPal or other payment services? | Yes, you can link DOSH to third-party payment service in a couple of ways: Linking the DOSH Prepaid Card: You can add your DOSH prepaid card to services like PayPal, Amazon, Netflix, or any merchant that accepts card payments. Just enter your DOSH card number, expiration date, and CVV as a payment method. This lets you spend your DOSH balance via those services. For PayPal specifically, adding the DOSH card allows you to make PayPal purchases funded by your DOSH card. Linking the Bank Details: PayPal (and some other services) also allow linking a bank account. You can attempt to add your DOSH account using your sort code and account number. Linking your DOSH account to PayPal can also enable you to withdraw PayPal funds to DOSH. |
| How do I activate my DOSH online account | When you open a DOSH account, your app access is typically set up automatically as part of the process. There isn’t a separate activation needed beyond verifying your email, phone number and setting up your passcode and biometrics during registration. |
| 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 [insert email] or by phone at [insert phone number]. 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. |
| 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. |
| What happens if I have no money in my account? | If you try to make a payment with insufficient funds, the transaction will be declined. Direct debits may fail if your balance is too low, so ensure you have enough before the due date. |
| 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, we can contact our customer support to raise a dispute. |
| Can my DOSH account go negative? | While DOSH doesn’t offer overdrafts, your account may still go into a negative balance in certain situations—even if you didn’t have enough money at the time of the transaction. This can happen when a payment is authorised but not fully processed until later. Common examples includeUsing your card for public transport without enough balanceMaking a purchase during a flightGiving pre-authorisation to a business (like a car rental company) to charge your account laterWe don’t charge any fees or penalties if your account goes below £0. However, you’ll need to repay the amount before you can continue using your DOSH account. Just top up your balance to bring it back above zero.Remember, we do not offer overdraft facilities, so it’s important to keep an eye on your available balance. |
| 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? | Currently, DOSH only supports GBP (£). You cannot hold foreign currencies in your account. If you make an international transaction, it will be converted automatically based on the Mastercard exchange rate. For any applicable charges, please refer to the Fees section. |
| Can I have more than one DOSH account? | No, you can only have one DOSH account registered to your name. |
| Can I pay or receive payments if my account is frozen? | If your account is frozen due to security or verification reasons, you may not be able to receive new payments. Contact DOSH customer support to understand the reason and steps to unfreeze it. |
| 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 within 3-5 working days.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 reverse a pending transaction? | No, once a transaction is authorized, it cannot be reversed until it is settled. If a pending payment was made in error, you need to contact the merchant to request a cancellation. If the transaction is unauthorized, you can report it to DOSH customer support. |
| How do I withdraw cash from my DOSH account? | You can withdraw cash using your DOSH prepaid card at any ATM displaying the Mastercard Acceptance logo. Fees may apply depending on the ATM provider. There is a daily withdrawal limit, which you can check in the app. For full details, please refer to the Limits section. |
| Can I add another cardholder to my DOSH account? | No, DOSH accounts are individual accounts. There is no option to add secondary cardholders. If someone else needs a DOSH account, they must open their own separate account. |
| Can I go overdrawn or have a negative balance? | DOSH is a prepaid account, which means you can only spend the money that’s available in your account. However, in certain situations, your account may go into a negative balance, such as:When a merchant processes an offline transaction (e.g. on transport networks, vending machines, or places with delayed processing), and there are insufficient funds in your account at the time it is settled.When fees are applied to your account and your available balance is not enough to cover them. |
| Where can I find my DOSH sort code and account number? | When your DOSH account is opened, you’ll receive a welcome email with your sort code and account number. You can also view these details anytime by logging into the DOSH app—they’re displayed right on the home screen for quick access. |
| When will my money arrive in my DOSH account? | Faster Payments: Usually instant or within a few minutes.BACS transfers (e.g., salaries, benefits): Typically, by 9 AM on the payment date.International payments: Processing times may vary. If a payment is delayed, check with the sender or DOSH support. |
| 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 within 5 working days, 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 | Sending money from your DOSH app is quick and easy:Open the DOSH app and go to the Payments section.Tap on the Pay tab and select Make a Payment.Choose either Pay someone new or select an existing payee from your list.To send money to someone new:Open the DOSH app and go to the Payments section.Tap on the Pay tab and select Make a Payment.Choose Pay someone new.Enter the person’s name, sort code, and account number.Enter the amount you wish to send and add a payment reference (optional).Review the details and tap Send to complete the payment.To send money to an existing payee:Open the DOSH app and go to the Payments section.Tap on the Pay tab and choose the person from your payee list.Select Send Money.Enter the amount and a reference (optional).Review and tap Send to confirm the payment. |
| Can I send money abroad (international transfers) using DOSH? | DOSH does not support international bank transfers via the SWIFT network. This means you won’t be able to send money directly from your DOSH account to overseas bank accounts. 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 SWIFT? | SWIFT (Society for Worldwide Interbank Financial Telecommunication) is a global network that banks use to send and receive money internationally. It’s the system that allows you to transfer funds from a UK bank to a bank account in another country (like the US, India, or Europe). |
| What is a Direct Debit? | A Direct Debit is a convenient, automated way to pay regular bills such as rent, utilities, and mobile phone charges. It allows a business or service provider to collect a set amount directly from your bank account on a scheduled date, based on an agreement you’ve made with them. |
| What is a Standing Order? | A Standing Order is a regular payment that you set up yourself. You choose the amount and the date, and you can change or cancel it anytime. A Direct Debit is when you give permission to a company to take money from your account automatically. They choose the amount and date, but they must let you know in advance. |
| Can I set up direct debits with my DOSH account? | Yes, DOSH fully supports Direct Debits, allowing you to make automated payments for bills, subscriptions, and services. Setting up a direct debit: Provide your DOSH sort code and account number to the company you want to pay. They will handle the setup. Payment processing: The amount will be automatically deducted on the agreed due date. Important: Ensure you have enough balance before the payment date to avoid failed payments or possible charges from the billing company. |
| Can I set up standing orders or recurring transfers? | You can set up a Standing Order in the DOSH app in two ways—for a new payee or for an existing payee.Setting up a Standing Order for a new payeeOpen 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 (e.g., weekly, monthly), start date, and end date.Review all details and confirm to create the Standing Order.Setting up a Standing Order for an existing payeeOpen 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 begin setting up a Standing Order.Enter the amount and enable the “Schedule this Payment” option.Choose the frequency, start date, and end date.Review the details and confirm to complete the setup.Once confirmed, your Standing Order will appear under the Scheduled tab in the Payments section. |
| Does DOSH support faster payments? | Yes, DOSH supports Faster Payments, ensuring that money sent to UK bank accounts arrives instantly or within a few minutes.Available 24/7, including weekends and bank holidays.No additional charge for domestic Faster Payments.Transfers over the set limit may require additional verification.Most payments within standard limits should arrive within seconds. |
| Are there any fees for sending or receiving money? | There are no fees for sending or receiving money. For full details, please refer to Fees & Limits. |
| Can I use DOSH for business or commercial transactions? | No, 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. |
| What is an “unusual incoming payment” and why might it be flagged? | DOSH monitors transactions to detect fraud and money laundering risks. A payment might be flagged if:It is significantly larger than your usual transactions.It comes from an unknown or high-risk source.There are multiple high-value deposits in a short period.If your payment is flagged:DOSH may temporarily hold the funds and ask you to provide more details (such as proof of payment source).Once verified, the funds will be released to your account.If the payment is deemed suspicious, it may be returned to the sender.If you expect a large or unusual payment, you can contact DOSH support in advance to avoid delays. |
| 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 payeeOpen 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 dateReview all details and confirm to schedule a payment.Scheduling a payment for an existing payeeOpen 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 dateReview all details and confirm to schedule a payment. |
| What should I do if a payment I expected hasn’t arrived? | 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; use a third-party provider.Confirm with the sender – Ask them to check their bank for any delays or rejected transactions.Check with DOSH support – If the sender confirms the payment was sent but you haven’t received it, contact support with transaction details.Most missing payments are due to incorrect details or bank processing times. |
| 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 (not to a different card).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 and receive a notification.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. |
| 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: Make sure you also inform the organisation (e.g. subscription or service provider) that you’ve cancelled the Direct Debit. |
| 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. |
Add Money
| How can I add funds to my DOSH account? | There are several 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. |
| Are there any limits on how much money I can add or hold? | Yes, please refer to the Fees & Limits section for full details. |
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 Card 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 AcceptanceUse 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 SecurityYour card is EMV chip-enabled and protected by a 4-digit PIN for secure transactions, following global banking standards.ATM WithdrawalsWithdraw cash at ATMs showing the Mastercard Acceptance logo. Daily limit: £250DOSH charges a small fee for ATM withdrawals—please refer to the Fees & Limits section for full details. Additionally, some ATM providers may apply their own separate fee, which will be shown on the ATM screen before you confirm the transaction.Online ShoppingUse your card details (number, expiry, CVV) for online purchases or subscriptions. 3D Secure (Mastercard SecureCode) is supported—this may involve receiving a one-time passcode or confirming the payment in your DOSH app. Daily limits apply—check the Fees & Limits section.Freeze/Unfreeze InstantlyTemporarily block your card if you misplace it. No new transactions can occur until you unfreeze it.View Card Details & PINSecurely access your full card number, expiry date, CVV, and PIN within the app whenever needed.Report Lost or Stolen CardQuickly report your card as lost or stolen directly in the app to protect your account.Request a Replacement CardOrder a replacement card through the app if yours is lost, stolen, or damaged.Spending ControlsSet daily spending limits. Block or unblock transaction types – Online Transactions, ATM withdrawals, Contactless, and Gambling transactions. All configurable within the Card Settings in your app.No OverdraftYou can only spend the money available in your account. If your balance is too low, the transaction will be declined.Zero Liability ProtectionAs a Mastercard product, your card is protected under their fraud protection policy. If your card is used fraudulently (without your permission), you won’t be held responsible—provided you report it promptly and haven’t been negligent (e.g. sharing your PIN). |
| Is the DOSH card contactless and how do contactless payments work? | Yes, the DOSH card supports contactless payments for quick and secure 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.Daily withdrawal limit: £250 per dayATM fees: Some ATMs may charge a fee. DOSH also applies a small withdrawal fee – see the Fees & Limits section for details.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. |
| 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 unauthorized 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 |
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. |
| How much money can I add to my DOSH account via bank transfer? | You can add up to £10,000 at a time via bank transfer (Faster Payments or BACS). |
| Are there limits on how much I can receive into my account? | Yes. For incoming transfers (BACS & Faster Payments):Daily limit: £10,000Daily number of transactions: 20Monthly limit: £20,000Monthly number of transactions: 100Annual 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: £2,500Minimum per transaction: £1Daily limit: £2,500Daily number of transactions: 20Monthly limit: £5,000Monthly number of transactions: 100Annual limit: £30,000Annual 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: £250Daily limit: £250Daily number of withdrawals: 10Monthly limit: £2,500Monthly 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: £5,000Daily limit: £10,000Daily number of transactions: 30Weekly limit: £10,000Weekly number of transactions: 70 |
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. |
| Are there any charges for using my DOSH card abroad? | Yes, a £1 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. |
| What is the fee for withdrawing cash at UK ATMs? | Each ATM withdrawal within the UK is charged at £0.50. |
| Is there a charge for withdrawing cash from ATMs outside the UK? | Yes, international ATM withdrawals incur a fee of £1 per withdrawal. This excludes any additional fees charged by ATM providers or Mastercard for currency conversion. |
| 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 or correct, a £45.00 fee will apply for the second presentation or reprocessing of the claim. |