Frequently Asked Questions
Find quick answers to common merchant queries about DPO Pay by Network.
If you can’t find what you’re looking for, contact our Support team.
General Payments
Does Network have set up fees?
No, newly onboarded merchants are not charged setup fees.
How will I receive funds into my Network Account?
Funds are settled to your nominated bank account or M-PESA (Kenya) depending on local regulations. Contact your account manager or Support to confirm.
How is Network different from a bank?
Network is a Payment Service Provider (PSP) — one connection enables you to accept cards, mobile money, and bank transfers.
Which payment options does Network accept?
Major cards, bank transfers, and mobile money (e.g., PayPal, M-Pesa, Tigo Pesa, Airtel Money, MTN** where available).
In which countries is Network accepted?
Network operates across 20 + African countries and can be accessed globally by shoppers.
What is a rolling reserve, and does it earn interest?
A rolling reserve is held by the acquiring bank for card payments to cover potential chargebacks. It’s typically released after ~180 days.
Domain Change to Network.Global
Why have DPO Pay emails changed to @network.global?
As of 26 Feb 2024, employee emails changed to @network.global under Network International. This doesn’t affect payment processing.
Who is Network International and what’s the association with DPO Pay?
Network International acquired DPO Pay in 2021 and is a leading digital payments enabler across MEA.
Does the email domain change affect transactions or support?
No. You can still use your existing contact addresses; updates will be communicated as they roll out.
Network Back Office Updates
Why has Network migrated to the new UI?
To enhance usability and simplify merchant navigation.
I have forgotten my password — how do I reset it?
Visit https://portal.dpopay.com, select Login Here → Forgot Password, enter your Company Code and Email, and follow the reset link.
Is there any technical change with the new UI?
No — only the design has changed; functionality remains the same.
How do I create an Email Transaction?
Click Add Email Transaction in your portal to send a secure payment link.
How do I charge a booking.com / Expedia card?
Use the @Direct Pay button to charge the virtual card.
How do I pull a Settlement Report?
Open Report Center → Settlement Report, select currency and date, then Export (Print or CSV).
Where can I view my commercial rates and settlement cycle?
Go to Commercial Terms at the bottom of your account page.
I have multiple Network accounts — can I pull one report without logging into all?
Yes. In Global Reports, choose your report → set dates → Issue Report → Export.
How do I change the email on my account?
Click your username (top right) → Update my Profile → change email / password.
E-Commerce & Shopping Carts
Which e-commerce platforms does Network connect to?
WooCommerce, Magento, PrestaShop, Shopify, Wix, Gravity Forms, WHMCS, OpenCart, and Ecwid (with more coming).
In which coding language is the Network API written?
Primarily XML, with PHP examples available.
Do you have a WordPress plugin?
Yes — see our E-commerce Plugins page.
Can I integrate Network into my mobile app?
Yes — our APIs support both web and mobile applications.
Settlements
What is settlement?
Settlement is when Network pays out funds for your processed sales.
What happens to my money before settlement?
Funds are held temporarily for fraud prevention and verification.
Why can’t I get settlement funds in real time?
Online transactions must clear fraud and compliance checks before release.
Why can’t I receive 100 % in early settlement?
To manage risk, a percentage is held until verification completes.
Chargebacks & Refunds
What is a chargeback? Who bears the risk?
A chargeback occurs when a cardholder disputes a payment; the merchant is responsible for repayment.
Is there a limit to how many chargebacks I can perform?
No fixed limit, but frequent chargebacks may flag your account for review.
Why is the customer asking Network for a refund and not me?
Because Network may act as the merchant of record for those transactions.
How do I perform a refund?
Contact Network Support to initiate refunds. Refunds help prevent chargebacks.
Security
How does Network ensure secure online processing?
We’re PCI DSS Level 1 certified, GDPR-ready, and supported by a 24 / 7 risk team.
How do I verify a credit card in person?
Check the card’s physical features and confirm that the name matches valid ID.
3D Secure Authentication
What is 3D Secure (3DS) and why use it?
It’s an authentication layer for online payments that reduces fraud.
Do all e-commerce sites use 3DS?
No, it’s optional but increasingly recommended.
How does authentication work with Network?
The cardholder is redirected for OTP verification, then returned to your site after approval.
Tips for a good 3DS experience
Have the card and phone ready, enter the OTP promptly, and don’t close the browser.
What if authentication fails or I don’t receive my OTP?
Re-check the OTP, request a resend, ensure network coverage, or contact your bank.
How long is an OTP valid? Can I resend it?
An OTP is valid for 5 minutes and can be resent up to three times.
What is 3D Secure 2 (3DS2)?
A newer, mobile-friendly version that improves UX and authentication data quality.
Where can I find card payment response codes?
See our Card & Response Codes page.
Updated 5 months ago