Frequently Asked Questions

Download the FINPAY app from the App Store or Google Play, enter your mobile phone number, verify it using a one-time OTP code sent via SMS, and create a login password. Next, complete identity verification through the Diia application using your ID card or international passport. Once your information has been verified, select a card, complete a short application form, and sign the required documents using Diia.Signature. In most cases, the process takes only a few minutes.

Your password must contain at least 8 characters, including at least one uppercase letter and two digits. Only Latin characters, special symbols, and numbers are allowed. Passwords are case-sensitive.

Yes. After your first successful login, the app will offer to enable biometric authentication (Face ID or Touch ID on iOS, biometric authentication on Android). If you skip this step initially, you can enable it later in the app settings.

Select the password recovery option on the login screen. You will need to enter your registered phone number, verify it using an OTP code, complete identity verification through Diia, and pass a selfie verification check. Once verified, you can create a new password.

An account is locked after three consecutive failed password attempts or three consecutive incorrect OTP code entries. To restore access, contact FINPAY Support using the call button available directly on the lock screen.

Downloading and using the core functionality of the FINPAY app is free of charge. Current fees for cards, transfers, and other services are available in the Fees and terms section within the app.

A card can be ordered during registration. After completing identity verification through Diia, choose one of the available card options, review the terms and conditions, complete a short application form, and sign the required documents using Diia.Signature. Your virtual card becomes available after successful issuance and activation.

FINPAY cards and accounts are issued exclusively in Ukrainian hryvnia (UAH).

Open the Cards section, select the desired card, go to card settings, and choose Block card or Unblock card. If the card was blocked by an administrator and cannot be restored through the app, please contact Support.

In the card settings, select the option to display the CVV code. The code is visible for 60 seconds and is then automatically hidden. CVV codes cannot be copied and are not available for blocked cards.

In the Cards section or card settings, tap and hold the card image. The full card number will be copied to your clipboard, and your device will confirm the action with a short vibration.

Open the Limits section in card settings. Here, you can independently adjust limits for online payments, cash withdrawals, and other card transactions according to your needs.

In card settings, select Account details. You will see the account holder's name, tax identification number, IBAN, and payment purpose. The details can be copied, shared through messaging apps, or sent as a QR code compliant with NBU standards.

Yes. In the card transfer form, tap the scan icon and point your camera at the side of the card containing the full card number. The app will automatically recognize and populate the card number field.

In the Cards section, select Pay to IBAN, enter the recipient's IBAN, complete the required payment details, specify the amount, and confirm the transaction. Instant payments supported by the National Bank of Ukraine are available.

Select Pay by QR code in the Cards section, allow camera access, and scan a QR code that complies with NBU standards. Payment details will be filled automatically. You only need to verify the information, enter the amount, and confirm the payment. QR codes can also be imported from your device gallery.

Go to the Payments section, select Mobile top-up, enter a phone number manually or choose one from your contacts, specify the amount and payment card, and confirm the transaction.

Open the Service payments section, choose Utilities, select the service provider, enter the required account information, specify the amount, and confirm the payment using an OTP code. An electronic receipt will be generated automatically.

After completing a payment, select Save to favorites. The payment template, including payment details, card, and amount, will be available in the Favorites subsection for future use.

The app uses modern security standards, including biometric authentication, OTP verification, 3-D Secure 2.0 technology for online payments, automatic session timeout after 15 minutes of inactivity, encrypted data transmission, and trusted device management.

3-D Secure 2.0 is an additional layer of authentication for online payments. When making a purchase on a third-party website, FINPAY sends a push notification requesting approval. You review the transaction details and confirm the payment using biometric authentication.

Trusted devices are mobile devices that have been successfully used to access your account. When signing in from a new device, additional OTP verification is required. The list of trusted devices can be managed in the app settings.

Immediately contact FINPAY Support to block access to your account. You can then restore access on a new device using your phone number, OTP verification, Diia identification, and selfie verification.

Navigate to More → User profile → Change password. Enter your current password, create a new one, and confirm the update. If you do not remember your current password, use the password recovery option.

No. All sensitive actions require authentication through a password, biometric verification, OTP confirmation, or Diia.Signature, depending on the transaction type.

Push notifications can be managed in More → App settings. You can receive updates about financial and non-financial transactions, informational messages, and loan repayment reminders. All notifications are stored in the Notifications section.

The Support section offers three communication channels: hotline phone support, Viber messaging, and email support. Assistance is available 24 hours a day, 7 days a week.

Yes. Open the payment details and select Receipt in PDF. The document can be viewed, saved, or shared via email or messaging applications.

In card settings, select Statement, choose a period (the default is the last 30 days), and confirm the request. The statement will be generated in PDF format.

The transaction history includes search functionality and filters by date, amount, and transaction type. Results can be sorted and exported.

The app is available on smartphones running the latest five major Android versions and the latest two major iOS versions. Only portrait orientation is supported. Tablets are not supported.

The app currently supports two interface languages: Ukrainian and English. The language can be changed in the app settings.

If a mandatory update is required, open the App Store or Google Play and install the latest version. Updates may be necessary due to security certificate renewals or significant feature enhancements.

Check your internet connection first. If the issue persists, the app will display an appropriate message. During scheduled maintenance, FINPAY will notify users and provide support contact options.