Frequently asked questions about DoKapsy od ČSOB

In the version linked to the ČSOB account, there are several additional functions, such as Overview of Payment Cards and the Na cesty service for preferential payments abroad. You can also open a ČSOB account online through the DoKapsy od ČSOB app in a matter of minutes.

Each client registers with a unique phone number and email address. The phone number must be verified during registration. The email address can be verified later to accelerate the registration process and allow users to start using the app as soon as possible.

Some services will be disabled and the app will automatically switch to the version without an account. The app may prompt you to re-register. Your other data (loyalty cards, parking ticket history and others) will remain in the app. If you are using the app on multiple devices, you will need to go through the registration process again.

No. Every user needs a unique phone number and email address to register.

You can change both directly in the app under the Profile tab. New data must be verified (an email address with a verification link and a phone number with a text message).

Your email address is needed, for example, when you’re installing the app on a new phone. If an invalid email address was entered by mistake, there is a risk that you will no longer be able to access your account without verification.

Call us on 499 900 007 from the phone number used during registration. You will need the numbers of two loyalty cards stored in the app and a new email address. Most probably, you have entered your email address in the app with a typo (e.g. email.cy, seynam.cz, google.cz, gogle.com).

This is for security reasons. In practice, phone numbers and email addresses are recycled. If you stop using them, this data may be assigned to someone else and we do not want such a user to be able to access your data.

We prepare these offers in collaboration with carefully selected ČSOB partners. If you wish to access these Discounts, marketing consent is required. You can withdraw this consent at any time directly in the app (Profile > Consent Provided).

You need the Smart Key application installed and activated on your device in order to confirm the activation of the DoKapsy app.

You must be 18 to activate the app.

Any mobile phone with an Android 8 or higher or iOS 15 or higher operating system.

The list of supported towns is constantly growing. You can find the current list directly on the main screen of the Parking service.

The list of supported towns is constantly growing. The town must always have a functioning system of electronic parking payments and be connected to the technology we use.

This is because the Parking service is not provided by ČSOB but by our partners.

Make sure you have internet payments enabled on your card and an adequate balance. If everything is in order, you need to contact the Client Centre, which will request the necessary data from you for verification.

Procedure for partner Globdata a.s.:

1. Go to www.parkovacilistek.cz
2. Select a town, enter your parking ticket number and your phone number
3. This generates the required tax document

Procedure for partner MPLA s.r.o.:

The link to download the receipt is sent to the email address provided in the app profile.

Please make sure your phone is connected to the internet. Wait one or two minutes and check the active parking tickets on the Parking main screen again, or check your purchase history: Profile > History and Documents, if the purchased parking ticket did not appear there.

If you paid with your ČSOB payment card, you can check payments that have been made directly in the application under Overview (select the card with which you made the payment).

If you do not find the payment in the list, we recommend purchasing the parking ticket again.

If the repeated attempt also fails, please use another method (e.g. parking meter) to pay for the parking ticket.

First, check your purchase history in the app: Profile > History and Documents.

In the event that a payment is deducted more than once for a single ticket, report this situation to your bank. If the payment was made using your ČSOB payment card, file a claim using the form on the ČSOB website or directly at a branch. The complaint cannot be accepted if you extend your parking ticket (even unintentionally). If the ticket is extended, you will find two separate purchases for one zone under your payment history.

GPS location is only used to display the location on the map and to find the nearest parking zones. Your location is not saved anywhere.

Unfortunately, claims of this type cannot be accepted. The user is always responsible for the final selection of the parking zone. The display on the map is only approximate as the accuracy may not always be adequate; it depends on the quality of the mobile phone, the surrounding terrain, buildings and other circumstances.

Unfortunately, claims of this type cannot be accepted. Before paying, please always check information on the parking zone, the validity period and the price. It is not possible to retroactively determine whether you have actually used the service or not.

The display of parking zones is only approximate and the user must follow traffic signs in the parking location; the user is notified of this fact on the main search screen with the map.

Maps for displaying parking zones are provided directly by parking operators.

Unfortunately, claims of this type cannot be accepted. In some zones, parking cannot be purchased at all when parking fees are not charged. On the other hand, others allow it, for example, due to the possibility of buying a ticket the night before for the following morning. The application notifies you of a discounted parking price with a message on the Order Summary screen prior to actual payment. If necessary, the order can be edited in the Summary.

Please compare the information from the fine with the information on your parking ticket at Profile > History and Documents. If you have paid for parking and believe the fine is unjustified, file a complaint according to the instructions on the fine or based on the rules of the parking provider who charged the fine.

Some cities have different price lists for payments via street parking meters and mobile payments via the app or SMS. Visit the website of the town or parking provider for exact information and to learn about parking payment options and rates. DoKapsy applies the zones and price lists of the technical service providers in a given location and does not modify them in any way.

The app directs you to the official e-shop. If something is not working properly on the e-shop, we are unfortunately unable to help. Please refer any complaints to the relevant e-shop.

If the e-shop operator offers Czech, you are automatically directed to the Czech site. If Czech is not available, you are directed to the English version. In the Bulgarian e-shop, the pages are always automatically loaded in Bulgarian, but it is possible to switch the language of the e-shop to English in the menu at the top of the page.

The application currently displays PRE and EON chargers, and we are working on expanding the selection.

We take the information into the app directly from the data provided by our partners. Unfortunately, we cannot guarantee the content and timeliness of the data.

It’s simple. Click on the heart symbol on the "Charging Station Detail" page.

Check or clear the filter settings. Entering a non-typical combination of parameters in the filter settings can limit the number of displayed chargers.

The list of supported towns is constantly growing. You can find the current list directly on the main screen of the Tickets service.

The list of supported towns is constantly growing. The city must always have a functional electronic payment system and the system must be compatible with our technical solution.

This is because the Ticket service is provided by our partner, not ČSOB.

Make sure you have internet payments enabled on your card and an adequate balance.

For Prague and the Central Bohemian Region (partner Operátor ICT, a.s.), the link to the tax document is included directly on the receipt and can be downloaded in PDF format.

Procedure for other towns (partner Globdata a.s.):

• Select a town on the service page.
• Enter the ticket number and phone number from your Profile.
• Download the required tax document.

For data protection purposes, data for generating a receipt is stored for only the necessary period of three months.

Please make sure your phone is connected to the internet. Wait one to two minutes and check active tickets again on the Tickets main screen. The carrier has a delay set before the ticket is delivered.

Alternatively, check your purchase history: Profile > History and Documents, if the purchased ticket did not appear.

If you pay with your ČSOB payment card, you can check payments that have been made directly in the application under Overview (select the card with which you made the payment).

If you do not find the payment on the list, we recommend buying the ticket in the app again. If the repeated attempt also fails, please use another method (e.g. parking meter) to pay for the parking ticket.

• First, check your history in the app: Profile > History and Documents.
• In the event that a payment is deducted more than once for a single ticket, report this situation to your bank. If the payment was made using your ČSOB payment card, file a claim using the form on the ČSOB website or directly at a branch.

Unfortunately, claims of this type cannot be accepted. Before paying, please always check information concerning the ticket, the validity period and the price. It is not possible to retroactively determine whether you have actually used the service or not.

A claim can be submitted in several ways:

On the DoKapsy phone line (499 900 007), at the bank whose card you paid with or on the service's website.

Procedure:

• Choose town.
• On the town page, enter the ticket number and phone number identifying the user in the international format, e.g. +420 XXX XXX XXX.
• You can then fill out a claim report – link to the carrier's page (differs for individual carriers).

It depends on the transport regulations of the particular carrier. The inspector should inform you in detail about the solution. As a rule, it is possible to document a valid ticket retroactively and resolve the situation with the carrier.

Due to checks by an inspector, the tickets are usually not activated immediately, but only after a certain time (determined by the town, usually 2 minutes). This information is clearly displayed on the ticket. This limitation must be taken into account when purchasing electronic tickets.

For security reasons, an active ticket can only be viewed on the device with the app from which the ticket was purchased. After the ticket expires, the ticket will appear in Profile > History and Documents on all devices with the same account

Some towns have different price lists for physical tickets purchased on a means of transport or from a dispenser on the street and for electronic tickets (tickets purchased in an app or SMS tickets). For exact information, visit the town’s website and familiarize yourself with the price lists for different types of tickets. DoKapsy applies the zones and price lists of the technical service providers in a given location and does not modify them in any way.

Currently you can find ČD train connections there; we do not offer other carriers in the search yet. We do not guarantee the availability of all ČD train connections.

This is because the Railway ticket service is not provided directly by us at ČSOB, but by our partners.

Our service provides tickets for ČD domestic train connections and also for some international connections operated by ČD – currently for Slovak, Hungarian, Polish, German and Austrian railways. We do not yet offer the purchase of tickets to other countries.

You can buy your ticket no later than the time of the regular train departure according to the valid timetable. After that time it is no longer possible, even if the train is delayed. Some types of tickets can only be purchased at the ticket office or in the ČD Můj vlak (My Train) app.

You cannot select the type of ticket in the Train Ticket service. With the help of ČD, we will recommend the most suitable type of ticket for your connection.

The same as with ČD; we obtain all data from their current offer. Some discounts may not be available.

Unfortunately, you cannot use the ČD credit when making purchases via Railway ticket. Nor do you use or collect ČD loyalty points.

Please make sure your phone is connected to the Internet. Wait 1-2 minutes and check the Railway ticket service again, or review your purchase history: Profile > History and Documents. If you cannot find the ticket in the app, also check your email box (the email address you entered before payment) – try the Junk/Spam folder. Alternatively, you can contact us at DoKapsy +420 499 900 007.If you paid with your ČSOB payment card, you can check payments that have been made directly in the ČSOB Smart app under Overview (first select the card with which you made the payment).

First, check your purchase history in the app: Profile > History and Documents.
If the payment really has been charged more than once, contact your bank. If the payment was made using your ČSOB payment card, file a claim using the form on our website or directly at a branch.

Check that you have enabled online payments, have enough money on your payment card and have not exceeded the set limit.

Any ticket with a price of up to and including CZK 10,000, which we send to you, meets the requirements for a simplified tax document according to the VAT Act, therefore it is deemed a tax receipt.
If the price of the ticket exceeds CZK 10,000, you can request a tax receipt within the statutory time limit of 14 days by email to fakturace@opt.cd.cz or send your request in writing to České dráhy, a.s. – OPT Olomouc, Oddělení přepravních tržeb (Transport Sales Department), Vídeňská 15, 772 11 Olomouc. Please attach a scan or copy of the ticket and proof of your tax identification (VAT) number assigned by the competent tax authority.

You can return your tickets up until 15 minutes before the train departure directly in the app in the ticket details or at www.cd.cz/eshop/vraceni-a-vymena/. After that time, you are only entitled to a partial refund or the ticket is forfeited in its entirety, depending on ČD’s assessment.

To file a complaint, please visit www.cd.cz/kontaktni-formular/ or call +420 221 111 122.

Please contact us at the DoKapsy line by calling +420 499 900 007.

You must always present a valid ticket, which you can find in the “My tickets” section and in your email box. During the check, the carrier will scan the QR code or you will tell them the transaction code indicated in the ticket (only for domestic connections; for international connections you must display the code in the app or email or show a printed ticket).

Just show your ticket on your phone, there is no need to print it. The ticket is always linked to a specific passenger. Please note that your first name and surname must match the details in your personal document, such as your ID card or passport. During the check, the carrier will scan the QR code or you will tell them the transaction code indicated in the ticket (only for domestic connections; for international connections you must display the code in the app or email or show a printed ticket).

For security reasons, you can only view the active ticket on the device with which you purchased the ticket. After the ticket expires, the ticket will appear in Profile > History and Documents on all devices with the same account. In addition to showing the ticket in the app, you can also present the PDF ticket we emailed you, tell the carrier the transaction code, or show a printed ticket.

Unfortunately, the purchases of tickets in the DoKapsy app are not shown in your profile in the app or on the ČD website.

Yes, you can return your tickets up until 15 minutes before the train departure directly in the app in the ticket details or at www.cd.cz/eshop/vraceni-a-vymena.

Yes, you can. In that case, do not log in to your profile in the Můj vlak (My Train) app and remain an anonymous user.

We do not yet offer the selection of a specific seat. However, you can choose from car/compartment or place options.

Please repeat your purchase again.

The Train Ticket service does not yet support additional services.

Yes, the passenger’s name must match the details in their ID card.

Please ask the person to vacate the seat. If they refuse, ask the conductor to deal with the situation. If the conductor fails to solve the problem, you can file a complaint at www.cd.cz/kontaktni-formular/ or call +420 221 111 122.

It is currently possible to refuel with the app at Globus ČR filling stations. You can find a list of Globus filling stations on the website.

The list of supported filling stations is constantly growing. The filling station must always have a functioning system of electronic payments for refuelling and we must connect it to our technology.

The service is provided by our partner, which has its own conditions that require consent. Services are not provided by ČSOB.

This is a safety feature verifying that your position matches the position of the refuelling station. The user’s location is not stored anywhere.

• Use the Tankuj function to scan the QR code located on the refuelling pump.
• Enter the amount of refuelling (CZK 100 to CZK 10,000) in the app.
• You must start refuelling within three minutes or the pump will be locked again.
• You can refuel as much as you want up to the amount you set in the app. The stand automatically stops pumping once the limit is reached.
• After refuelling, the app displays payment confirmation with the details of the purchase, including the price.

Make sure you have internet payments enabled on your card and an adequate balance.

The receipt is available in the app: Profile > History and Documents.

After refuelling, the app displays payment confirmation “Complete” with the details of the purchase, including the price. Your account will only be charged the amount you actually put into your tank.

The seven-day period applies to ČSOB and may be different for other payment card issuers. You can contact 499 900 007 for ČSOB payment cards. We will need the date, time, amount and place of business (e.g. Globus Brno), or the Authorization Code from the refuelling Detail.

The system continuously monitors the amount of fuel pumped. In this case, you will be charged for the last amount recorded before the pump failed. In the case of an outage, the payment in Profile > History and Documents may be displayed with a delay after system recovery.

Check if your device is connected to the internet. Another reason may be a temporary failure of the connection between the filling station and the Tankuj service. You will receive a receipt as soon as the connection is re-established. If you do not receive your receipt even by the next day, you can report an error at 499 900 007. We will need the date, time, amount and place of business (e.g. Globus Brno).

Nothing. We will re-release the blocked amount and you can start again by scanning the QR code from the pump.

The problem may be:

• The camera: Try adding light or cleaning the camera lens. Some mobile phones with lower camera quality may have trouble focusing and reading QR codes under poor lighting conditions.
• Damaged QR code on the pump.

If you are unable to read the QR code, try another pump or pay at the filling station in another way (payment card, cash).

Check whether the filling station is listed on the main page Tankuj > Merchant list. It is currently only possible to refuel with the app at Globus ČR filling stations. You can find a list of filling stations on the company's website.

Either the pump is out of order or it has been locked for refuelling by someone in front of you. Try another pump or wait for the person in front of you to finish refuelling.

Contact the filling station operator.

From the app, we link you to the most common podcast apps through which you can listen to podcasts. If something doesn't work there, unfortunately there's nothing we can do about it; try using another app or try playing the content directly on the web podcast.

In the Newsfeed, you can find selected articles from the titles E15, iSport.cz and Blesk every day. This service is provided by Czech News Center, s.r.o. Premium articles are also offered.

You make the initial selection of the titles that interest you when you first enter the module. You can then change the filter parameters at any time on the main screen of the module by clicking on the filter in the upper right corner.

In the Card section, select Add Card, choose a merchant, and take a photo or enter the barcode. If you do not find a specific merchant in the list, select the Other Merchant option, write the name and enter the Loyalty Card number.

The DoKapsy app does not allow the import and export of Loyalty Cards. The only exception is the terminated NaNákupy app , from where you will transfer your cards when activating the DoKapsy app for the first time. The transfer only works for Loyalty Cards with a barcode; Loyalty Cards without a barcode will not be transferred.

Under the Discounts tab, you will find Promotions from Svět odměn for our clients.

Holders of ČSOB Premium payment cards and Goodwill Cards are also shown offers from the ČSOB Premium partner programme in this tab.

The “Market 24/7” service allows you to shop outside opening hours at selected stores. It is currently possible to shop this way in selected stores. A QR code in the DoKapsy app allows you to enter the locked store. Inside, you choose goods, use the QR code to unlock the self-service checkout, scan your purchase and pay. When you're done shopping, you use the QR code from the app to open the door to leave the store.

Outside of opening hours, you will be in the store alone except for the people you take with you. Other customers who entered the store via their own QR code can also be present in the store. Should anything happen, the store is monitored by CCTV, and the merchant may request your bank identity details.

Our partner determines the selection of stores, and their number is gradually increasing. The stores must have self-service and entry via the DoKapsy app available. You can find the current list of stores in the app.

Bank ID authentication is a security measure that store owners use to protect their self-service stores against damage to their goods, theft, disorderly conduct, violence, etc. Should such an event occur during your visit to the store, the store owner is entitled to request your personal data from us to contact you.

In practice, the store owner first identifies the visitor using the CCTV footage and the ID code used for entering the store. The store owner then reports the incident to us, and we provide the owner with the name, surname, and contact details: address, email, and phone number.

If the store owner contacts you, we recommend cooperating so that the incident can be resolved as quickly as possible. As a user, you can check the app whether the store owner is contacting you based on legitimate reasons in the DoKapsy > Market 24/7 > Access History tab by payment, date, time, and store name.

As a user, you are obligated not to let any strangers in with you. If you allow someone else to accompany you, you are responsible for their conduct and any possible damage.

In case of issues with the Market 24/7 service (dead phone battery, scanner not working...), you can leave the store using the panic button at the exit.

On the All Trip tab, it is possible to expand the filter in the upper right part of the screen, where is possible to filter trips according to the region, time requirements, and trip category. Alternatively, you can use the Map, which will show you your location and trips around you.

There are currently 400 trips and more will be added.

The selection of trips in the Inspiration section is updated regularly. Entire sections of Inspiration are also exchanged according to the current season or interesting destinations.

The Trips service is provided in the DoKapsy app by Mapotic, s.r.o.

On the Events and Places tab, you can expand a filter menu in the top right corner and filter by region, cuisine and other criteria. Alternatively, you can use the map where you will see your location and tips near you.

Inspirations are updated regularly and the sections keep changing in response to the current season and interesting places or festivals.

The provider of the Foodies service in the DoKapsy od ČSOB app is Mapotic, s.r.o.

The User is entitled to terminate the agreement on the basis of which they accepted the Terms and Conditions, either directly in the Application or by calling the service line (tel.: +420 499 900 007). Upon termination, the Application will be deactivated, and all the content created by the User (including, e.g., loyalty cards, Application Password and User data) will be deleted when the Mobile is connected to WiFi or mobile data