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Frequently Ask Questions

General
  • DK Ltd. is the first digital bank licensed by the Royal Monetary Authority on August 21, 2021, and incorporated as a limited company under the Companies Act of Bhutan 2016 on October 25, 2021. Its mission is to help Bhutanese individuals build resilience, confidence, and security using innovative financial tools. DK also empowers citizens to lead meaningful and fulfilling lives through these advancements. Moreover, DK aims to create a single platform for innovative and secure digital financial services, with a focus on improving financial inclusion.
  • Any individual can open a saving account with DK provided, you fulfil the following requirements:

    • Age limit- 15 years and above.
    • Valid Bhutanese Citizenship Identity(CID)
    • Special Residence Permit (SRP)
    • Foreigner with valid Work Permit (WP)
    • A registered mobile number
  • For iOS DK App:  You can be downloaded from- Apple App Store. 
  • For Android DK App: You can be downloaded from- Google Play Store.
  • Digital lock is a security feature that connects your bank account to your personal device. This means your account can only be accessed from your device, adding an extra layer of protection against unauthorised use from other devices.
  • Enter your Login ID (CID/SRP or WP)
  • Enter new M-Pin
  • Re-Enter the new M-Pin 
  • You will get the 6-digit OTP SMS
  • Enter the OTP and your new M-Pin will be successfully reset.
  • As a digital bank, DK doesn’t handle physical cash. However, we’ve partnered with BNB so you can make cardless withdrawals from any authorised BNB ATM.
  • You can withdraw cash up to BTNu 40,000 in a day from BNB ATM (our partnered bank). The maximum amount per transaction is BTN 15,000.
  • Our Customer Service team is always ready to help!
  • Call us at:
  • Within Bhutan (Toll Free Number): 8888
  • Outside Bhutan: +975-77148888
    OR
  • Mail us at help@dk.bt
  • DK does not charge any fees for opening an account.
  • DK has been tested on android versions 9 onwards and iOS versions 12 and above. You may not be able to download the app due to lower software versions or in the case of iOS your region settings of your app store. Please set your region to Bhutan and try again in that case!
  • DK offers our app free of charge to its customers. You can download and use this application as and when required without any charges levied by the Bank. Your mobile operator may levy charges for GPRS/SMS used. Please check with your operator for details.
  • Within Bhutan (Toll Free Number): 8888
  • Outside Bhutan: +975-77148888 (international hotline- carrier costs may vary
  • You can also send an email at help@dk.bt
  • While we aim to create a Dzongkha version of the app for user convenience, we’re currently prioritising improving the app’s functionality and performance. Once this is achieved, we’ll focus on language adaptation.
  • After selecting the desired month’s eStatement, you will have the option to download it onto your devices. Simply click the download button, and the eStatementwill be saved to your device’s storage. You can then choose to print it or save it as a PDF file for future reference. 
  • As a digital bank, we are committed to offering a seamless digital experience to our customers. All bank statements are conveniently available in downloadable e-format through our mobile app. However, if you require any assistance or have specific needs, please feel free to contact our customer service team, and we will be happy to assist you.
  • All crucial data is encrypted, and no personal information is stored on your mobile device. However, it allows you to save login information for installed apps. If you do this, anyone with access to your device can access your account. Therefore, avoid sharing your M-PIN.
  • Yes, the DK app works anywhere as long as there is internet access.
  • Great news! DK now allows you to open or update your savings account using an international phone number. You won’t encounter any issues receiving OTPs in the future!
  • Every time you initiate a transfer/payment, you are requested to “Slide to confirm your transaction”. By sliding, you are consenting that you are making the payment.
  • No, DK requires no initial capital for opening an account.
  • It is an instant payment channel, but incase of transaction issues due to unforeseen circumstances, the amount is forced credited the very next day (4-5PM) except during public holidays.
  • As long as you have availed different products offered by DK, you can now view all your accounts in the DK app. To view the accounts- Login and choose the account you want to view.

Your account will become dormant after 1 year of inactivity. Your account will not be permanently closed but your interest rate will be zero percent.

As Tbank systems are being upgraded the “request money” feature will only be supported for Tbank after their upgrade in Q2 2024.

Account Opening Re-Registration(for existing customer)
  • Re-registration is required to enhance security, maintain accurate data, and comply with legal obligations. It ensures a safer and more reliable banking experience for you. Your continued support allows us to improve and cater better to your needs. Thank you for your Support and cooperation!
  • Yes, re-registration is for DK account holders who want to use our upgraded platform. Here’s how you do it:

 

  1. Click the “Sign up” button.
  2. Enter your registered phone number.
  3. Click “Continue”.

 

If you have a new phone number, please contact our Customer Service Team.

  • If you have your money in your DK app, please note that all your account details shall be migrated but you may not be able to initiate a transaction unless you re-register on to the new app.
  • DK is the first and only bank to offer daily interest rate on your local currency (BTN) savings account, allowing you to benefit from your daily interest earnings
  • Yes! By using our new app, you’ll experience improved services and fewer transaction issues. We are also introducing more products and services gradually to better meet your needs. 

    By transitioning to the new app, customers can take advantage of these benefits and enjoy an improved and more comprehensive banking experience.

  • Rest assured, you won’t lose any money during the migration to the new app. All the money you currently have will be safely transferred to the new app. In the unlikely event of any issues, our DK team will promptly work to resolve them and ensure a smooth transition for you. Your funds and financial security are our top priority.
  • DK is committed to transparency in our services. We do not have any hidden fees. Any fees you may incur will always be fully disclosed to you. We believe in providing clear and upfront information to ensure you have a transparent banking experience with us.
  • To enhance the e-KYC process and prevent fraud, DK is collecting additional details while ensuring compliance with regulations. Rest assured, your personal data will not be shared with third parties unless required by law or essential for business operations (e.g., service providers, credit bureaus, and banks). For more details, refer to our Privacy Policy.
  • If you already have an account with DK but are using the new app for the first time, you need to re-register by clicking on the “Sign-up” button. You will be directed to the next page where you must enter your registered phone number and CID number. The phone number and CID number will be used to verify whether you are an existing customer of DK or not.

    But if you click on “Login”, you will be prompted to enter your CID number and M-PIN (6 digits). Please note that in the old app, the M-PIN was only 4 digits. If you enter an incorrect login ID or M-PIN, a message will pop up stating “you have entered an invalid login ID or M-PIN.”

  • We recommend you obtain your registered number from your telecom service provider to receive the OTP. If you can’t access your registered number, please contact the Customer Service Team.
  • No, the 6-digit OTP you receive is for one-time use only and typically expires after 60 seconds.
  • If you don’t receive OTP within 60 seconds, you can click on “Resend”.
  • To ensure enhanced security and prevent fraudulent activities, our app includes various checks. As part of this process, we kindly request you to take a live selfie. We believe in the beauty of every individual and hope you can support us with this verification step.
  •  For accurate verification, please remove any accessories covering your face and hats, if any, during this part of your application. Your cooperation will help us maintain the highest level of security and protect your account effectively.
  • Our systems are designed to only read certain document types and thus if you upload a document type that does not match your initial selection, your application may get halted or rejected. 
  • We prefer you to upload the original documents for your own security as well.
  • If your details are incorrect, you can rescan your ID card by clicking on “Scan Again” 

OR

  • You can correct your details instantly on the screen. Click on “Confirm” once your details have been verified. Note that after you manually edit your application it may take time to be processed as it will have to go through additional security checks.
  • Anyone with valid documents can be your nominee.
  •  Please ensure that your nominee details are up to date, especially their contact numbers.
  • DK account holders need to set up at least one nominee. Five is the maximum nominee you can have for a DK individual saving account. 
  • If you have more than one nominee, please Click on “Add Nominee”
  • Once you have successfully “Re-Registered”, a message saying “JOENPA LEKSO” will appear on the screen. You will also receive a SMS stating the date of when your new app can be used.
  • DK firmly believes in a more secure digital banking method, thus it is important to have a strong MPIN for higher security.
  • If needed, the best password is yourself. You can still enable Face ID on the DK App.

Account security tips: 

  • Use a strong/ unique password.
  • Never disclose your MPIN to anyone and try to change it regularly.

DK representatives will never ask you for your Password, MPIN or OTP code.

  • Click on ‘Menu Bar’ located in the top left corner of the app.
  • Click on ‘Profile Management.’
  • Click on  ‘Phone Number.’
  • On the next screen, update your new mobile number.
  • You will receive a 6-digit SMS OTP (One-Time Password) for verification.
  • Enter the OTP as prompted.
  • Once the verification is completed, you will receive a “Successfully updated” message on the app.

-Go to the ‘Menu Bar’ located in the top left corner of the app.

– Click on ‘Profile Management.’

– Select ‘Email.’

– On the next screen, update your new email address.

– You will receive a 6-digit SMS OTP (One-Time Password) for verification.

– Enter the OTP as prompted.

-Once the verification is completed, you will receive a message on the app directing you to the updated email to verify your request.

  • Call 8888 or write to us for closure  of account vai help@dk.bt.
  • If your account has had zero transactions for a year plus, for security reasons we shall put your account under PND (Post no debit) i.e., you can not transfer any money
  • y out. If you would like to lift that setting you can contact our Customer Service Team.
  • You can easily check or download your eStatement from your Home Page.
  • If you have a DK savings account and earn in foreign currency, you can open an FCY account through your DK app.

    To open your FCY account, follow these steps:

    -Click on the “More Menu ” button in the app.

    – Look for the “Foreign Currency Account” button.

    -Click on the “Foreign Currency Account” button to initiate the account opening process.

    By following these simple steps, you can easily open your FCY account and manage your foreign currency earnings conveniently through the DK app.

  • It is a savings account for foreign currency.

  • No, you cannot initiate a transaction from the new app until the specified date mentioned in the SMS. Please wait until the indicated date to proceed with any transactions on the new app.

  • In case you have a dual SIM phone, ensure the bank’s previous registered mobile number is selected as the primary number and is active. 
  • In case you are still unable to register, remove the second SIM card from the device and place the registered number SIM in the primary slot of the phone to register.
  • You will not be able to use both the new and old apps simultaneously on the same or different devices. 
  • Your account can only be active on one of the apps on one device at a time.

You can start using your account immediately after you have submitted your application. However, in our early phases, we are only allowing re-registration of our current customers. For more info check out our user guide.

Currently you can only apply for one LCY and one FCY (terms and conditions apply).

It’s the amount of money in your account that you can use or withdraw.

Your daily interest is the interest earned on the full amount in your savings account for that day which is credited to your total funds at the end of the day, while your accumulated interest shows you the total amount your savings has earned you over time.

Your Monthly Funds Movement Chart refreshes at the start of each month. An empty chart will mean that you have not made any transfers for this month.

It is a tool to help you understand your monthly spending habits by categorizing your expenses.

You can view and download a spreadsheet with your transaction history for the past 3 months on your home page.

On the same page, you can also choose to see your transaction history for a specific time frame.

Your account will become dormant after 1 year of inactivity. Your account will not be permanently closed but your interest rate will be zero percent.