Payment confirmation
Moving money in D-ONE CASH now asks for two confirmations from you. This page explains what they
are, how to turn them on and — most importantly — what to do if you lose one.
Why two, and not one
Your email is no longer enough to move your money. If someone got into your inbox, a single
confirmation would give them everything they need.
This isn't our preference: European strong customer authentication (SCA) rules require two
factors of different kinds for payment operations. Our custody provider enforces it, and so do
we. That's why we ask for:
| Confirmation | What it is | Where it lives |
|---|---|---|
| 🔑 Passkey | Something you have: your device | On your phone or computer. It never leaves it |
| 🔢 6-digit PIN | Something you know | Only in your head. It is not stored on your device |
Being different kinds is exactly what makes them strong: whoever steals your phone doesn't know your
PIN, and whoever watches you type the PIN doesn't have your phone.
We will never ask for your PIN by email, phone or chat. If someone does, it isn't D-ONECASH. Email us at [email protected].
How to turn them on
Go to Settings → Security, section Payment confirmation. You'll see both steps.
1. The passkey first
Press Add. Your device will ask for your fingerprint, your face or the device's own PIN, and
create the key. There's nothing to invent or memorise: your device keeps it.
2. Then the PIN
The PIN field only appears once you have a passkey. That's on purpose: the order matters. With
the key in place, pick 6 digits and confirm them.
We'll ask for your passkey to save it. That way, even if someone got into your account, they couldn't
set a PIN behind your back.
Avoid easy PINs. We reject123456,000000and654321: they're the first ones anyonetries.
3. Register a second passkey
As soon as you have both confirmations, add another key on a different device (Add another). This
isn't a polite suggestion: if you lose the only one you have, regaining access is much slower. With a
second one, you solve it yourself in a minute.
What happens from now on
When you send money, withdraw to your bank or run payroll, we'll ask for both: the passkey and
the PIN. Nothing else — no email or SMS codes.
Changing your PIN
In Settings → Security → Change your PIN. We'll ask for your current PIN and your
passkey: knowing the PIN is not enough to change it.
After the change, money transfers out pause for 72 hours.This is deliberate. If someone managed to change your PIN, those 72 hours are your window to
notice and tell us before anything can leave. It cannot be cancelled — not by you, not by us —
and it lifts on its own. You can keep receiving money normally.If you have an urgent payment, make it before changing your PIN.
Removing a passkey
If you lose a device or stop using it, go to Your passkeys, find the key by its date and press
Remove. We'll ask for your PIN and another of your keys.
You can't remove the last one: being left with none isn't solved by deleting, but through access
recovery (below).
🔴 If you lose a confirmation
This is the important part, and the one worth reading before you need it.
You lost your phone, or forgot your PIN
Go to Settings → Security → Access recovery and press I lost a confirmation.
We'll ask for the one you still have:
- Lost the passkey → confirm with your PIN.
- Forgot the PIN → confirm with your passkey.
The moment you report it, your money can no longer leave: withdrawals, transfers and payroll are
blocked. You can still receive. We'll contact you to verify your identity and restore access.
It was a mistake
If you reported it by accident and you still have both confirmations, press It was a mistake,
cancel. It will ask for both and you'll be operating again immediately.
You lost both
Then there's nothing you can present — and rightly so: if asking were enough, it would also be enough
for whoever stole your account. Email us at [email protected]. We'll verify your identity
through another channel and walk you through registering new confirmations.
Why your other sessions get closed
When you change your PIN, remove a passkey or report a loss, we close your session on your other
devices. You'll need to sign in again on them.
It may feel inconvenient, and it's exactly what we want to happen: if someone had your session open
somewhere else, reacting has to lock them out. On the device where you make the change, nothing
happens to you — you've just proved it's you.
Questions?
[email protected]. If you think someone has got into your account, email us before doing
anything else: the sooner we know, the sooner we stop it.
Updated 21 days ago