FAQs

Do I need a special mobile phone in order to be able to use kesh?

The kesh app is available to customers on any device (smartphone or tablet) with an Android or iOS operating system and Internet access.
Minimum requirement:
iOS: 5.0 or higher
Android: 2.2 or higher


Do you need a special account to use kesh?

To use kesh, all you need is a mobile account that you set up as part of registration in the app or via our website.


Are there different versions of kesh?

Yes, there are three free versions with different functions:

starter:
Register free of charge in just a few steps in the kesh app or via our website. With this type of account, you can credit your electronic wallet with up to €100 a month and use it to make payments to kesh partners.

basic:
Register free of charge in just a few steps in the kesh app or via our website. With this type of account, you can credit your electronic wallet with up to €200 a month, use it to make payments to kesh partners, and send money to or request money from other kesh users. This requires your bank account to be confirmed by inputting the activation code, and us making a 1-cent transfer to your account.

premium:
After registering and undertaking the subsequent POSTIDENT procedure, all of the functions of the app are activated for you in full. Credit your electronic wallet from the app with up to €200 per day and make unlimited payments to kesh partners and among friends.


How do the versions differ?

You can gain a good overview of the various functionalities of the three kesh versions here.


Can I upgrade kesh?

To send money to kesh users or to increase the transaction limit, it is necessary that you enter your address and bank details. Simply follow the corresponding upgrade button in the “mykesh” area in the app.


How do I install the kesh app on my smartphone?

The kesh app is available to download for free in the Google Play Store and in the Apple App Store, and is installed on your device in a few seconds.


What data do I have to enter upon initial registration?

  • Surname, first name
  • Date of birth
  • Place of birth
  • Nationality
  • E-mail address
  • Mobile phone number

How do I register with kesh?

Enter your personal details in the registration form. After entering your details, you choose your own 6-digit numerical PIN. You then receive an SMS with a 4-digit code. This SMS code is used to verify your mobile number.

You can now use kesh to pay kesh partners.


What is the difference between starter, basic and premium use?

You can gain a good overview of the various functionalities of the three versions here.


How do I verify my bank account?

After inputting your bank details and completing registration, we automatically send you a 5-digit activation code with a 1 cent transfer to your bank account, and you need to enter this code into the app under “mykesh” to confirm. Once your account has been confirmed by entering the correct activation code, you can use the new functions.

How do I get my login details?

After completing the registration process, you receive an e-mail containing all the important information. As a new kesh user, you can directly log into the app with your mobile number and your 6-digit kesh PIN, which you set during the registration process.

However, as a premium user, you receive your initial PIN by post (using the POSTIDENT procedure) after successfully verifying your identity. The initial PIN is needed to log into the app for the first time and must be changed after the first login.


What login details do I need to log into the system?

To log in, you need your mobile number and your 6-digit PIN.


Is there an overview of all of the transactions undertaken?

Yes. You can always take a look at a current overview of your kesh payments in your app in the “Transactions” area. There you can see the time and the status of your payments, as well as the recipient/sender and the amount.


How can I credit my kesh account?

Crediting from the app
After inputting your address and your bank details and successfully confirming the bank account, you have the option of crediting your kesh account with up to €100 or €200 each day directly from the app. The credit sum is debited from the current account within the standard bank processing times and immediately credited to your kesh account.

  1. Select “mykesh” in the menu
  2. Select “Credit”
  3. “From reference account”
  4. Enter your desired credit sum
  5. Click on “Next”
  6. Click on "Charging"

Please note: Crediting by direct debit is only possible after successfully verifying the bank account by inputting the correct activation code (basic or premium users). Alternatively, the kesh account can also be credited by bank transfer.

Bank transfer
If your bank account has not yet been verified, you can credit your electronic wallet with the desired sum by bank transfer as follows.

  • Account holder: FinTech Group Bank AG
  • Account number: 1005454540
  • Sort code: 101 308 00
  • IBAN: DE18 1013 0800 1005 4545 40
  • BIC: BIWBDE33XXX
  • Bank: FinTech Group Bank AG für Investments und Wertpapiere AG
  • Purpose: Your mobile phone number (format example: 017612345678)


How do I have my kesh account balance paid out? (does not apply to starter users)

You can easily transfer your balance from your kesh account to your bank account using the “debit” function via “mykesh” in the menu. The money is immediately debited from your kesh account and credited to your bank account within the standard bank processing times.

Please note: Credit from promotional offers can only be spent with kesh partners or among private individuals and cannot be paid out to your current account.


How can I create/delete favourites?

Creating

After a successful mutual transaction, the recipient/requester can be added to your favourites via the transaction list.

Click on a single transaction with the desired user and activate the star in the top right corner of the photo/logo. If the star is filled in, the user has been added to the contact list.

Deleting

  1. Select “Contacts” in the menu
  2. Click on the desired contact
  3. Select “Delete contact” in the menu that appears

Synchronising

The kesh app automatically loads your phone contacts in the "Contacts" area. This also enables you to send money to your contacts who have not yet created a kesh account. You can see which of your contacts also use kesh by accessing the "Synchronise" function. After the function is activated, kesh users can find each other even more quickly.

Creating, managing, deleting groups

Under "Contacts" in the menu, you can find the "Groups" area. You can now create a new group with the action button (+) and add kesh contacts. This means you can now send money quickly and conveniently to all the contacts in the group or request money from the members of a group.

  1. Create a group
    • To create a group, you access the "Groups" tab via "Contacts" in the menu. Here you can see your current groups. You create a new group using the action button (+). After you have added a group subject and an optional image, you can add the desired contacts. Search using the search function or click on the Add icon to find contacts.
  2. Manage or delete a group
    • You can change the name and the image of a group at any time ("Amend name/image" in the menu). You can delete the group using "Delete group" in the menu. Contacts can be added or deleted at any time.

How do I send money to another kesh user?

(This function is only available after successfully confirming your bank account)

Via "Pay" in the menu

  1. Select the "Pay" function in the app
  2. Enter the desired transfer amount using the numeric field
  3. There are now three ways to select the desired payment recipient:
    • by scanning the QR code of the recipient. To do this, click on "Scanner"
    • by inputting the telephone number of the recipient. Click on "Number"
    • by selecting from the contact list. Click on "Contact"
  4. Click on "Pay"

Via "Transactions" in the menu

It is also possible to send money from the transactions if a transaction has already been performed with the kesh user:

  1. In the transaction list, click and hold on a single transaction with the desired kesh user
  2. An extra window opens. Select "Transfer money"
  3. Enter the desired outstanding amount using the numeric field
  4. Click on "Pay"

Via “Contacts” in the menu

It is also possible to send money from the contact list.

  1. Click on the desired recipient in the contact list
  2. An extra window opens. Select "Transfer money"
  3. Enter the desired transfer amount using the numeric field
  4. Click on the green button, which states the payment recipient


Send money to contacts who do not yet have a kesh account

You can now use kesh to send money to all your contacts, no matter whether or not they are already kesh customers. If one of your contacts is not yet a kesh customer, we send him an SMS with a registration link. Once your contact has registered with kesh using his mobile number, he is credited with the sum that you have sent him. The registration must take place within 2 weeks – otherwise, the money is booked back into the sender’s kesh account.

Does a transfer have to be confirmed or accepted by the payment recipient?

A transfer to another kesh user no longer needs to be confirmed/approved separately, but is instead credited immediately.


Can I enter a subject/a transfer text?

Yes. You can send a text with a maximum of 80 characters with every payment. To do this, click on the area under the amount input on the transfer screen and enter the desired text.


How do I request money from another kesh user?

This function is only available after successfully verifying your bank account.

Via "Claim" in the menu

  1. Select the "Claim" function in the app
  2. Enter the desired outstanding amount using the numeric field
  3. There are three ways to select the desired payment recipient:
    • Scanning the QR code of the kesh user: Click on "Scanner"
    • Inputting the telephone number of the kesh user: Click on "Number"
    • Selecting from the contact list: Click on "Contact"
  4. Click on "Claim"

Via "Transactions" in the menu

It is also possible to request money from the transactions if a transaction has already been performed with the kesh user:

  1. In the transaction list, click and hold on a single transaction with the desired kesh user
  2. An extra window opens. Select "Request money"
  3. Enter the desired outstanding amount using the numeric field
  4. Click on "Claim"

Via "Contacts" in the menu

It is also possible to request money from the contact list.

  1. Click on the desired kesh user in the favourites list
  2. An extra window opens. Select "Request money"
  3. Enter the desired outstanding amount using the numeric field
  4. Click on "Claim"

Can a payment process also take place via mobile phone without the payee personally being present on site?

The recipient does not have to be physically present to pay by mobile phone using the kesh system. If his mobile number is known or he is already saved in the favourites list, it is not necessary to scan the QR code.

Example: A department is collecting money for a birthday present. By selecting from the contact list or alternatively by inputting the telephone number, the collector can send a payment request to the corresponding colleagues. They approve the payment conveniently from their place of work.


What happens if a kesh user rejects a payment request?

If the kesh user rejects a payment request by pressing the “Reject” button, the transfer does not take place. The payment is indicated as “rejected” in your transactions.


Can I enter a subject/a request text?

Yes. You can send a text with 80 characters with every payment. To do this, click on the area under the amount input on the transfer screen and enter the desired text.


Send money to groups/claim money from groups

With the groups function, you can send money to or claim money from numerous contacts.

There are two ways to send or claim money to or from a group:

  1. Using "Contacts" in the menu, you can find your current groups under "Groups". You can create a new group with the “+” button. Select a group to which you wish to pay money or from which you wish to claim money. Click on “Pay” or "Claim", enter the sum and confirm the payment or claim. Once your contacts confirm the request, the amount is credited to you.
  2. Using the "Pay" and "Claim" method, you can now also send or claim money within groups. Enter the amount to be claimed or paid and select the respective group under "Contacts". Now you just have to confirm the payment.

Sharing a bill

After you have paid the merchant via kesh, you can now share the bill just as conveniently. Simply click on the “Share bill” button after the payment and invite the contacts with whom you wish to share the bill using the button at the top right. You can now request money from a friend with a click.

How do I pay via kesh in businesses?

Select "Pay" in the menu and enter the amount. You then scan the QR code of the kesh partner. After clicking on "Pay", the merchant receives his money in real time. Alternatively, you can also select the kesh partner from your contact list.


How do I know whether I can pay with kesh in a business?

Participating kesh merchants can be found in the app under "Merchants near you". You also identify kesh acceptance points by the kesh sticker in the entrance area.


An error occurred when making a payment in a store. Can the payment be reversed?

Yes, the kesh merchant has the possibility of cancelling transactions. After a kesh merchant has performed daily closing, a cancellation is no longer possible. The merchant can also transfer the sum back to a kesh customer.


kesh direct

Data transfer and payment release in one step. Online payment will be easier and faster for you as a kesh-customer. By scanning the QR-code in the checkout process and releasing it in the kesh app, your personal data will be automatically transferred to the shop.


kesh autofill

Simple transfer of your personal data to a online shop - this is kesh direct! The data will be automatically inserted into the appropriate fields in order to facilitate the filling of registration forms and order forms.

Are payments made with kesh secure?

Misuse is virtually eliminated with kesh. The app can only be used by logging in with a username and PIN. The systems are operated in the secure data centre of XCOM AG in Düsseldorf, where the systems of FinTech Group Bank AG and many other banks are also operated. The data centre regularly undergoes extensive security tests by external inspectors. The app and the server are secured using secure certificates, which prevent access to the app by third parties.


Can the kesh PIN be chosen freely?

Yes. You can alter your 6-digit kesh PIN at any time in the app under "mykesh > PIN".


I would like to add further protection to payments. Is that possible?

(Currently only applies to the Android version)

Yes. Under "mykesh > Settings > Security" in the menu, you can set up a personal blocking code that is requested before conducting any transaction. The blocking code can have 3 or 4 digits. You can decide for yourself from what amount limit the additional blocking code is requested. To do this, under "Limit", simply select the desired amount and confirm the amendment with "Save".


If the data you provided upon registration has changed, we ask that you submit a written amendment request using the following form:

kesh form: Amendment to customer master data

In the near future, it will also be possible to amend certain data using the kesh app and Internet access.


Why do I need the "My Data" area?

In the app, you can find your data and the photo allocated to your account under "mykesh > My data", which represents an additional security feature. Please save a current photo there. You can amend this at any time by clicking on the photo in the "My Data" area.


How can I change my contact details (address, e-mail address)?

It is currently not possible to amend your contact details in the app. Please contact our kesh service line (available to you from Mon-Fri 8:00 to 22:00 on +49 (0)2156 4920-336) or use the following form:
kesh form: Amendment to customer master data


How can I change my bank details?

It is only possible to amend your bank details to credit/debit your kesh account in writing. Please use the following form:

kesh form: Amendment to customer master data


I would like to make certain payments anonymously/pay completely anonymously. Is that possible?

No. Completely anonymous payments are not offered in the current version of kesh. The saved photo, your name and your telephone number are transferred to the other kesh user when making a payment.


What do I have to do if I have entered my kesh PIN incorrectly numerous times?

If you have entered your kesh PIN incorrectly numerous times, your account is automatically blocked for security reasons. If you would like to unblock your account again, please call the kesh blocking hotline on +49 (0)2156 4920-334.


I have forgotten my PIN. Who can help?

Please contact our Support department at info@kesh.de or the kesh service line by phone from Mon-Fri 8:00 to 22:00 on +49 (0)2156 4920-336.


What do I do if my mobile device is lost or stolen?

Initially report a loss immediately to your mobile provider to block your SIM card to prevent misuse of your mobile device. Blocking eliminates the misuse of kesh on your device. While it is not necessary to separately block the kesh account in the event of the loss or theft of the device, we recommend doing so for security reasons. Please contact the kesh blocking hotline on +49 (0)2156 4920-334 (available 24/7).


What can I do if I have been blocked by kesh?

If your kesh account was blocked, there can be numerous reasons for this that relate to your security. Please contact our customer service department on +49 (0)2156 4920-336, available from Mon-Fri 8:00 to 22:00. Our employees will be happy to take care of your enquiry.


My kesh account has been misused - what should I do?

If you discover that your kesh account has been misused, you need to have your account blocked immediately by calling +49 (0)2156 4920-334 (available 24/7). You are personally liable for damage that occurs using your kesh PIN prior to the receipt of notification by FinTech Group Bank AG. In the event that your kesh account is misused by third parties, you are not liable for damage that occurs following the verifiable receipt of notification regarding the misuse by FinTech Group Bank AG. In this case, your account is not charged. If you misuse your kesh account or PIN, or if you are involved in the misuse of your kesh account or PIN by a third party, you assume unlimited liability.


What personal data is collected and how is this protected?

FinTech Group Bank AG operates a system that enables cashless payments using a mobile terminal between private individuals and retail outlets, on the Internet and via e-commerce services. FinTech Group Bank AG takes the protection of your data very seriously. Customer support and a high level of service take priority when implementing the present data protection regulations.
Here you can find our latest data protection statement with the contact details of your data protection officer.


Is there a minimum contractual term?

There is no minimum contractual term to use kesh services.


How can I delete my kesh account?

To delete your kesh account, please get in touch with us (Phonenumber +49 (0) 2156 4920-336). Our employees will close your account at the next possible opportunity. The credit in your account is transferred to your bank account.


At what time do transaction amounts get bindingly booked?

The binding booking of the transaction amounts takes place following confirmation by the user. The money is transferred within milliseconds from one kesh account to the respective other kesh account.


Can I use kesh overseas?

kesh is currently only supported by German acceptance points and only users who are holders of German bank accounts (such accounts being confirmed by FinTech Group Bank AG for purposes of kesh) may become basic or premium users. Euro-based transactions from private individuals to private individuals are possible overseas.


Can I register numerous mobile numbers in kesh?

When you register for kesh, you can only register one mobile number in your name. Multiple registrations are not permitted.


What happens if my mobile device is faulty?

Your kesh account remains unaffected by this and continues to exist as normal. You can continue to use kesh after you have inserted your SIM card into a new mobile device and reinstalled the kesh app.


I have a new mobile device. Can I simply continue to use kesh on the new device just like I did before?

Your kesh account remains unaffected by this and continues to exist as normal. You can continue to use kesh after you have inserted your SIM card into the new mobile device and reinstalled the kesh app.


What happens with my kesh account in the event of number porting?

It is necessary for you to inform us about the number porting so that you can continue to use kesh. To do this, please notify us of your new mobile number (by phone on +49 (0)2156/4920-336 or by e-mail to info@kesh.de). For authentication, you need your old mobile number and kesh PIN. We will make the corresponding amendments and inform you about the next steps.


What happens if the goods I ordered and paid for are not supplied or are delivered in a defective state?

kesh is only used to settle payment claims when purchasing goods. If the goods paid for with kesh are faulty or not delivered, please directly contact the shop or merchant from whom you made the purchase. The merchant is responsible for complaints regarding goods and, if applicable, arranges for your account to be credited again.


Can I also pay with kesh in online shops?

Right from the start, the aim behind kesh is that online shops can also accept payments via kesh. You can already pay with kesh in some online shops. Take note of the kesh logo! To pay, scan the displayed QR code with your kesh app and follow further instructions.


In what businesses can I already pay with kesh?

All participating acceptance points are stored in the app under "Near you" in the menu. Clicking on the respective name of the merchant gives you more information, such as opening hours, telephone number, website and more. By clicking on the button "Navigate", you can be forwarded directly to the desired merchant.


How do I exit the kesh app?

Android

With a double click on the "Back" button, a dialogue appears with which you can exit the kesh app. With a click on "Yes", the app will be terminated; with "No", the app remains open in the background. It is necessary to enter the PIN again after 15 minutes of inactivity.
iOS

Select “Logout” on the navigation bar in the app to log out. Press the iPhone home button to exit the kesh app.