FAQs

Mobile Banking allows you to access banking services using your mobile phone through the DTB Mobile Banking App or USSD code (*202#).

Yes, most Mobile banking services are available 24/7. However, some services may be temporarily unavailable due to system maintenance or network challenges.

Visit your nearest DTB branch to fill in a Mobile Banking application form and KYC documents. Submit a copy of your National ID (for Ugandan nationals) or passport (for foreigners).

Mobile banking is available for retail customers including individual and joint accounts. The service is restricted for corporate accounts and Kid’s winner accounts.

Yes. Transaction limits apply and vary depending on the transaction type.

No. Mobile Banking limits are standardized for all customers and cannot be enhanced on request.

Yes. Charges vary depending on the transaction type. Customers are advised to contact branch, Call centre or visit the DTB website for the current tariff guide.

Use the “Forgot PIN” option on the Mobile Banking App (for customers who set security questions) or visit the nearest branch for a pin reset.

Visit your nearest DTB branch with your ID to complete a Mobile Banking amendment form. This enables the bank to update your device and SIM card details.

Customers must immediately notify the bank if their registered mobile number changes. Failure to do so may expose the account to unauthorized access.

Reversals for failed transactions are processed the next working day. This allows for proper reconciliation between the bank and the Mobile network operator.

The Mobile Banking App can be accessed anywhere with internet connectivity. USSD access is available if your mobile number is enabled for roaming.

Customers are advised to call the bank, send an email or visit a branch immediately to request to block the account.

First, contact the telecom provider to block the funds on the recipient’s wallet/ number. Then contact DTB to initiate a reversal request with the telecom.

Contact DTB and request for blocking of funds and initiate a reversal of funds request.

• Don’t use a simple PIN to forge, use a complicated PIN or password.

• Do not share your PIN with anyone

• Do not store/ write your PIN on your phone or card

• Always log out of the Mobile Banking App after use

• Report lost devices, SIM changes or suspicious activity immediately

• DTB Call Centre: 0800 242 242 (Toll Free) or 0200880099

• Email: [email protected]

• Visit the nearest DTB branch

Yes, the DTB 24/7 application has multiple layers of security protection, making it just as secure as using your DTB physical card today. Your mobile account information is secure as it is encrypted and safely stored. For added security, DTB also provides you with the option to lock the DTB 24/7 App application with your own personal passcode.

Visit a DTB branch and complete an internet banking amendment form.

Internet Banking allows you to access and manage your DTB account using a web browser on your computer (desktop/ laptop) or smartphone using link https://i247.dtbafrica.com/Uganda/#!/login

Visit your nearest branch to complete the Internet banking application form, Terms and conditions, ibank KFD and submit a copy of your National ID for nationals or passport for foreigners.

Internet banking is available for all customers of the bank including retail and corporate customers of DTB.

Yes, they apply and depend on the requested customer limit.

Use the ‘Forgot Password’ or the ‘Unlock User’ self-help options on the login page or visit a DTB branch for assistance.

Visit a DTB branch and complete an Internet baking application form to increase the transaction limit.

Complete an Internet banking application form and submit a valid ID for the new user.

Yes. Internet Banking can be accessed anywhere with a stable internet connection.

Contact DTB immediately to disable the internet banking profile and protect your account.

• Do not share your Password/ login credentials with anyone.

• Do not store/ write your Password/ login credentials on your phone or a notebook.

• Always log out of your Internet App after use.

• Report lost devices, SIM changes or suspicious activity immediately.

DTB Call Centre: 0800 242 242 (Toll free) or 0200880099

Email: [email protected]

Visit the nearest DTB branch

As the primary cardholder, you can have additional credit cards issued for your spouse, other family members or other designated persons. Visit your nearest DTB branch and fill out a supplementary card application.

If you have questions or need assistance, please call DTB customer service support on 0800242242 or send an email to this email address: [email protected].

For more information on products and services other than accounts, such as Cash Management Services, Corporate Banking Facilities, and Trade Finance you can visit the website www.dtbafrica.com and click on Business Customers to get detailed information or visit your local DTB branch. You may also send mail to [email protected].

If your credit/debit card is lost, stolen or retained by a machine, please call DTB Card Centre immediately toll-free 080242242 or visit your nearest DTB branch for immediate assistance.

If you have forgotten your debit card PIN to access ATM’s, please visit your nearest DTB branch. You will need to present two pieces of valid identification at the branch (photo identification is preferred).

Alternatively, you can contact the DTB Centre on toll-free 0800 242 242.

Refer to the Tariff Guide

The default cash withdrawal limit is UGX 2,000,000. To increase this, please visit your nearest branch and fill in the relevant form to request the increase in limit.

Any charge on your account that you do not believe is valid can be disputed. Keep in mind that time is crucial when attempting to dispute an invalid charge, so you must notify DTB of the transaction immediately. Examples of disputed charges can include, but are not limited to:

• Unauthorised transactions.

• Charges for goods and/or services not received.

• Charges for goods returned where a credit has not been processed by the merchant.

• Duplicate charges.

• Charges processed for the wrong amount.

To ensure that you only pay for transactions that you authorised:

• Check your credit card statements and purchase amounts against merchant transaction receipts, and report any unrecognised or questionable charges to DTB immediately.

• Carefully check your credit card statement to identify any charges you do not recognize or other irregularities or errors.

• Ensure all authorised users review their transactions for irregularities or errors.

Retain all credit card transaction receipts and/or agreements, merchant contracts or other documentation you may have to reconcile your charges on your credit card statement (this information may be required as supporting documentation for disputes for up to six months from the date the goods or services were purchased or expected to be delivered).

If there is a charge on your credit card statement that you do not recognise (or an error or other irregularity), you must notify DTB immediately by way a signed letter attached with the statement highlighting the discrepancy and submit it to the nearest DTB branch. Please call DTB Credit Card services on 0800242242 as soon as possible with the transaction details including the transaction date, description of the transaction and the date of the statement. The phone number 0800242242 is a toll-free number.

A primary DTB credit cardholder can inquire about the available credit card balance, available credit and last credit card payment by calling the DTB customer service support on 080242242. Assistance is available Monday to Saturday 8am to 8pm and Sunday 10am to 2pm.

Note: Statements are normally sent out twenty days before the due date either by the postal or email address provided.

Visit your nearest branch and complete a standard replacement debit card form to get a replacement debit card.

There are no additional costs for e-Statements as long as you are signed up for DTB’s online banking.

To make your account a joint account, visit your local DTB branch and ensure that the individual you want to make a secondary account holder brings two pieces of acceptable identification with them i.e the ID/passport and photograph. Both parties must be present at the branch to make the account joint. It is not possible to make a DTB account joint via online banking or telephone banking.

If you have questions about making your account joint, about removing someone from a joint account or about other changes to the status of a joint account you already hold, please call DTB customer service support on the toll-free line 0800 242242. Assistance is available Monday to Saturday from 8am to 8pm and Sunday from 10am to 2pm.

To open a DTB bank account, visit the DTB branch closest to you to fill out the actual account opening forms. The basic information required to open an account includes:

• Valid identification document(s), e.g., national ID and passport for foreign nationals.

• At least one passport-sized photograph.

• Introduction by at least one person who is either an account holder who has satisfactorily maintained a current account with DTBU for at least twelve months and above, or a person of high integrity/repute in the country, or a member of the management team, or a known employer, or the LC Letter.

• Sketch map of a physical address supported by either a utility bill, tenancy agreement, LC 1 introduction letter with photo, or Introduction by a known employer.

• Form W-9 if the client is a US person.

Once you have adequately filled in the details on the form and provided the above, your account is opened and ready to operate immediately.

If you move, you should contact us to ensure that you continue to receive your statements through the mail. You must change your address information with DTB in person at any DTB branch. Joint account holders should update their information separately, if both are moving.

You can find information on the account charges and all fees on the website by accessing the DTB Tariff Guide under the downloads section.

If you have questions or need assistance completing your registration, please visit the nearest Branch.

Visit your local DTB branch for information on foreign currency exchange rates or visit our Forex section on our mobile app. To obtain historical or current foreign exchange rates, please contact DTB’s Treasury Section on +256314387164, +256314387162, and +256314387160 for assistance.

Note: We are only able to provide you with an indication rate over the phone as the exchange rate is subject to change at any time during the course of the day.

In order to request a wire transfer, you will need to contact the nearest DTB branch where you’re Money can be transferred from DTB to most financial institutions. To complete the wire transfer, you will need to provide DTB with:

• The full name, address (including city/province/state and country) and account number of the business or person that you are sending money to.

• The full name and address (including city/province/state and country) of the financial institution receiving the funds.

• The amount and currency of the transfer.

Note: To receive a wire transfer from within Uganda to your DTB bank account, you must provide the initiating financial institution with your bank, branch and account numbers. The bank number for DTB Uganda is 019, the branch code has three digits and your account number has ten digits.

Visit the Locate us page and search for DTB Branches based on locations closest to you.

Anyone who needs to send or receive money quickly. This often includes people who are supporting friends or relatives living in a foreign country, travellers, and businesspeople who need to make fast international remittances.

The services are available in many agent locations distributed in more than 200 countries and territories across the world. Our services enable you to send money, which is transferred electronically in minutes ready to be collected at any agent location in the destination country.

Sending money with our service from any agent location does not require credit cards, debit cards, bank accounts, or memberships. You will need to show valid identification.

• A valid Government issued (National ID, Passport, or other acceptable ID)

• Indicate Destination country.

• Receiver’s name

To receive:

• A valid Government issued (National ID, Passport or other acceptable ID)

• Transaction number (MTCN Or Reference number)

• Senders name

• Originating country

• Expected amount

You can usually send any amount you wish. However, for certain amounts and transfers, you may be subject to country limits and certain security compliance requirements and may have to provide additional information or documentation.

You can check your transfer status online.  All you need is the sender’s name and the tracking number (MTCN) printed on the sender’s receipt to determine if the money is available for pick up.

Generally, we pay your money transfer in cash and in UGX but in some cases, pay out may be made in the form of a money transfer cheque, a combination of cash and cheque, and in some countries, directly to your bank account or Mobile wallet.

You may pick up your money transfer at any agent location. You will need to complete a Receive Money form with the following information:

• Name

• Physical address and nearest landmark

• Amount expected

• Sender’s name

• City and country being sent from

• Acceptable documentary evidence of identity is also required.

We need additional information to understand why you use Western Union, MoneyGram or Ace Money and the relationship between you and the person or entities you’re transacting with. The more information you provide, the quicker we’ll be able to complete your request.

Yes. We’re committed to the security of your personal information. We use organizational, technical and administrative safeguards that comply with applicable government laws and regulations to secure your personal information.

Depending on the country where your sender resides, they can use the below options to send money to their or your DTB Account  

The customer will need to download the UPESI APP from and follow the prompts.