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DTAS FAQ's

In case you're stuck, we've listed below a list of our frequently asked questions. If you can't find an answer to your question, just get in touch on +86(40)0008 7569 and we'll be happy to help.

Pricing

Security and Access

  • How secure is the online system?

    We’re committed to making our service as safe and secure as possible:

    • Our website is encrypted with SSL security
    • Two levels of security – password and “two step login” requiring a PIN be entered which is sent to your mobile phone via a SMS
    • Your account is connected to our automatic notification system. When you make or receive a payment, you can opt-in to receive an SMS confirmation. This is can be set up in your Profile.
    • Passwords are always stored in an encrypted state.
    • We are authorised by the Financial Conduct Authority under the Payment Services Regulations 2009 for the provision of payment services.
  • I can’t remember my username. How do I find out what it is?
    Your username is your registered email address
  • I’ve forgotten my password. How do I reset it?
    Please use the “Forgotten your login details” link on the login page to reset your password.
  • What should I do if I get an error that my login credentials are incorrect?
    Please check both the email address and password you are entering are correct. If you are unsure whether your password is correct you can reset it by using the “Forgotten your login details” link on the login page.
  • I’m locked out of my account.
    For security reasons, if incorrect login credentials are submitted too frequently, the account will be locked. To unlock your account please contact us by phone.
  • I didn’t get the SMS with the identification PIN. What should I do?
    Wait an additional 5 minutes to see if the SMS arrives. If not, use the “Send me a new PIN” link to request a new PIN. If you still haven’t received the PIN via SMS within 10 minutes please contact us.
  • What should I do if I don’t have my mobile with me and hence can’t get the SMS with the PIN?
    Please call us to update the mobile number on record to a temporary number. Usual security checks apply.
  • What should I do if my mobile number has changed or my mobile has been lost?
    Please call us to update the mobile number on record to the new or temporary number. Usual security checks apply.
  • What should I do if the PIN I entered from the SMS didn’t work?
    The PIN’s sent via SMS expire after 1 hour. Please request a new PIN using the “Send me a new PIN” link. If it still doesn’t work please contact us.
  • How do I change my password?
    You can change your password by updating it in the Profile section when you have successfully logged in. Alternatively, you can change your password by using the “Forgotten your login details” link on the login page.
  • Can I have more than one user account?
    Yes, it possible to have more than one user account. An authorised representative of your organisation can request additional user accounts by calling us. Usual security checks apply.
  • Is it possible to set up dual payment authorisation?
    The online system does support dual payment authorisation. An authorised representative of your organisation can request this be set up by calling us. Usual security checks apply.
  • How secure are my funds?

    The security of our customer's money is our principal concern. The multi-currency accounts we provide are for the sole purpose of collecting marketplace sales and are issued to customers on an individual basis. This ensures that your sales proceeds are safeguarded and completely segregated from those of other sellers and our own business funds.

    Currencies Direct does not speculate on currency markets and all of our transactions with customers are conducted in line with the requirements of the Financial Conduct Authority to ensure customers receive the utmost protection (see question 'What regulations and standards do Currencies Direct adhere to?' for further details).

    The business holds a level 1 credit rating, the highest possible, with Dun & Bradstreet and our accounts are issued by Barclays and Deutsche Bank. US dollar accounts are protected under the US government Federal Deposit Insurance Corporation scheme (FDIC).

  • What regulations and standards do Currencies Direct adhere to?

    Currencies Direct Ltd is authorised by the Financial Conduct Authority as an Electronic Money Institution under the Electronic Money Regulations 2011. Our FCA Firm Reference number is 900669.

    Currencies Direct Ltd is registered in England & Wales at One Canada Square, Canary Wharf, London, E14 5AA, No. 03041197.

Updating my Profile and Preferences

Making Payments

Using Collection Accounts

Statements

  • What is the difference between the Statements and History pages?

    The Statements page allows all credits and charges for a specifically selected collection account to be viewed for a specified period.

    The History page is independent of the collection account. It includes all payments IN and payments OUT.

    • Payments IN can include credits to collection accounts as well as funds transferred in to fund a payment OUT (i.e., via Bank Transfer or Direct Debit).
    • Payments OUT can include withdrawals or payments to 3rd parties.
  • How can I download a statement for a collection account?
    You can view, search and download statements for collection account transactions by clicking on the Collection accounts menu and then Statements button. You can then download the statement for a specific collection account.
  • How can I download transactions for all payments IN and payments OUT?

    You can view, search and download a CSV file for any payments IN or OUT from the History page.

History

  • What transactions are shown on the History page?
    The History page shows all payments IN and OUT for the specified time period.
    • Payments IN can include credits to collection accounts as well as funds transferred in to fund a payment OUT (i.e., via Bank Transfer or Direct Debit).
    • Payments OUT can include withdrawals or payments to 3rd parties.
  • What do the History statuses mean?

    Payments can have one of the following statuses: 

    • Completed – the payment has been sent or received successfully.
    • Pending – the payment out is waiting to be sent out.
    • Funds Due – the funds for the payment are overdue and the payment may be delayed if the funds are not provided promptly.
    • Cancelled – the payment was cancelled or reversed.
  • How can I download transactions both payments in and out?
    You can view, search and download a CSV file for any payments in or out from the History page.