1. What is DPay?
DPay is a cutting-edge app from Timor-Leste designed to streamline your financial transactions. It offers a secure, fast, and convenient way to manage payments, from bill settlements to barcode scans and shopping online.
2. How do I get started with DPay?
To get started, download the DPay app from the App Store or Google Play. Follow the on-screen instructions to create an account, verify your details, and link your payment methods. Once set up, you can start using DPay for various transactions.
3. Is DPay secure?
Yes, DPay prioritizes security. We use advanced encryption technologies and secure authentication processes to protect your financial information and transactions. Your data is kept private and secure at all times.
4. What types of transactions can I make with DPay?
DPay supports a range of transactions including bill payments, barcode scans for in-store purchases, and online shopping from various platforms, including those based in Indonesia.
5. How do I earn rewards with DPay? (Coming soon)
You can earn rewards by making transactions through the DPay app. Our rewards program gives you points or benefits for every transaction, which can be redeemed for discounts or other perks.
6. What should I do if I encounter issues with the app?
If you experience any issues, please contact our customer support team via WhatsApp and email. We are available to assist you with any questions or problems you may have.
7. Can I use DPay for international transactions?
Currently, DPay supports transactions within Timor-Leste and select international transactions, including shopping from Indonesia.
8. How can I update my account information?
To update your account information, log in to the DPay app, go to the 'Account Settings' section, and make the necessary changes. Ensure that your information is accurate to avoid any issues with transactions.
9. Where can I find more information about DPay
For more information, visit our 'About Us' section. You can also follow us on social media for the latest updates and news.
10. How do I make payment for the shipping charges?
You can pay with DPay or pay with cash at DPay Office after your order on marketplace.
11. Is the price fixed?
Our prices are typically estimates based on standard package sizes and weight. In some cases, additional charges may apply due to factors such as customs clearance or exceeding size/weight limitations. We'll always provide a detailed breakdown of extra fees.
12. How will I know that my package has arrived at DPay overseas warehouse?
An email notification will be sent to your registered email once your package has been processed at DPay’s overseas warehouse. Do check your ‘Junk’ folder if the notification email has been filtered from your main inbox.
You can check through “Track Your Package” feature. If your merchant has updated your package as delivered. Still, it has yet to appear in your tracking page after * 2- 5 working days; please contact us and provide us with more details on your package (e.g. merchant invoice with tracking number, merchant name, etc.) to help us locate your items.
13. Can I transfer package(s) that has been processed by warehouse from my DPay account to another DPay account?
No, we do not allow the transfer of packages. All packages will be processed accordingly to the DPay account number that is stated in the invoice/shipping label on the package. If you have difficulties logging in to your DPay account, please contact us for further assistance.
14. Is it possible for another person to collect the package for me?
The package can be picked up by the representative by presenting proof of payment including the tracking number, ID card of the purchaser, and ID card of the person authorizing the pick up.
15. How do I know if my account has been activated?
You will receive a welcome email from us if your account has been successfully activated. Please check your junk/spam mailbox if you did not see the email in your inbox.
16. How do I update my personal information?
Simply sign in to your DPay account and you will be able to update your personal information under the ‘Profile’ tab.
17. Does DPay charge for package storage?
Members receive 30 days of free package storage. Packages stored past the free storage period will incur storage fees at the rates shown below. Storage fees continue to accrue until your package is shipped, discarded or returned to the sender.
| Storage Days |
| Day 1 to Day 30 |
Free |
Free |
| Day 31 to Day 60 |
$1.00/day |
$1.50/day |
18. What merchandise is considered dangerous goods or hazardous materials?
Dangerous goods/hazardous materials are items that require special handling, additional packaging, and labeling to be transported internationally.
These items may or may not be allowed to ship to your country. Shipping dangerous goods is country-specific, and may also depend on the courier you choose.
Items considered to be dangerous goods include: flammable items or items under pressure (e.g., hairspray, spray paint, lighters, nail polish and perfume). Dangerous goods items may be required to ship separately from non-dangerous goods items.
Please view our restricted and prohibited items list for more information, or contact us for specific information regarding your country and the items you wish to ship.
19. How can I track my shipment?
You can track your shipment through “Track Your Package” feature on www.dpay.tl
20. How to pick up package at DLog warehouse?
When your package is ready to collect, we send you an email notice. The email includes a shipment tracking ID and unique pickup barcode, and address and opening times.
To collect your package, do one of the following:
- Collect the package yourself (bring an identity card)
- Present the shipment tracking number
- Present the pickup barcode at the hub.
- Make sure that the package received is yours.
- Make sure the package received is in good condition.
21. What conditions must be met for a return or exchange?
For returns or exchanges, please ensure that you meet the terms and conditions stated in the seller's account or website. Kindly note that customers are responsible for all return shipping charges.
22. Does DPay charge for handling fee?
There is a 5% service fee associated with the transaction. And due to the special care and income tax required for high-value items (smartphone, laptop, camera, gaming consoles, etc) a 10% handling fee will be applied.
Due to a special promotion, the handling fee will be reduced from 5% to 3% for a limited time. After the promotional period ends, the standard 5% handling fee will apply. The specific dates for the promotional period will be announced soon.
23. When my order will be shipped?
We ship orders on Tuesdays and Fridays.
24. Does DPay ship electronic items?
We offer shipping services for electronic items. As an added security measure, customer should unbox and inspect your electronic items at our office and this process should be recorded on video to document the item's condition.
