Caxton | Frequently asked questions

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Frequently Asked Questions

Some Top Tips for using your card

Using your Caxton Card after Brexit: 
Your Caxton card will continue to be accepted at any merchant or ATM that accepts Mastercard, even after Brexit. Loading currency on your card early is way to protect yourself against any decrease in the value of the pound that Brexit may cause.  
Dynamic Currency Conversion (DCC) – Always choose local currency:
When using your Caxton Card to pay for goods, you often get the choice of paying in either euros /dollars or in sterling. Always choose the local currency. ATMs and retailers may give you the choice, and you might think that paying in sterling saves you money. It doesn't. If you pay in sterling the retailer converts your payment at their exchange rate and you lose out. This is called Dynamic Currency Conversion (DCC) and could catch you out. Remember to check the screen before authorizing transactions. If the value is shown in pounds - ask that it is changed.
Security deposits and petrol stations:
Use of your Caxton Card as a security deposit, can lead to funds being held in reserve, for up to 20 calendar days. This includes hotels, car hire, bicycle hire and deposits of all kinds. Use any other card for the security deposit and your Caxton Card when the actual payment is required. Although you can use your Caxton Card at automated petrol pumps, please be advised that an amount of €120-€500 may be held for up to 20 days on your card. The merchant should release the hold when settling the transaction and debiting the correct amount from your card.
Back up card:
Take a back up card, in case of emergencies. It might be obvious but look after your card - you might lose some or all of the funds on it if the card is lost. A good backup plan is to take a secondary card and leave it in the hotel safe. That way, if your card does get lost or stolen, you can block it and use your backup.
Finding an ATM:
Use the Mastercard locator to find an ATM. Stick to bank ATMs, as many third-party ATMs aren’t affiliated with banks, but are often situated near major banks and labeled with names such as Travelex, Euronet, Moneybox, Cardpoint, and Cashzone. We suggest you avoid these because they might charge higher fees.
Mastercard ATM Finder
Download the app:
Download our app for easy loading, checking transactions and balances on the go, and check your pin.

All of your frequently asked questions.

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I have a question about my Caxton Currency Card

How do I load money onto my Caxton card?

You can do an online load at www.caxtonfx.com or with the Caxton mobile app. Your first load must be made via the website for security reasons but after that you can load freely using the app. 

What currency can I load onto my Caxton card?

Choose from the following:

  • GBP Great British pound
  • EUR euro
  • USD US dollar
  • AUD Australian dollar
  • CAD Canadian dollar
  • CHF Swiss franc
  • NZD New Zealand dollar
  • HKD Hong Kong dollar
  • DKK Danish krone
  • ZAR South African rand
  • JPY Japanese yen
  • SEK Swedish krona
  • HUF Hungarian forint
  • PLN Polish zloty
  • NOK Norwegian krone

Can I load more than one currency onto my Caxton card? How many can I load?

Yes, you can load up to 15 different currencies on your Caxton Card at the same time. See the previous question for currencies available.

How do I switch the balance on my Caxton card to a different currency?

You can do this using the switch balance feature in the app or by logging into your account through the website. Just select how much of an available balance you would like to switch into another currency, and which of our 15 currencies you want to change it to.

How do I add a new debit card to my account or update an expired debit card?

Login to your account through the website, go to 'My Debit Cards' and select "Add New Card". In ‘My Debit Cards’ you can also delete expired cards, and re add your updated cards. ‘My Debit Cards’ functions are not available through the app, once you have made your first load with your new debit card, it will appear in the app.

What if I’m going to a country where you don’t offer the currency? What rate will I get?

You should load GBP onto your card if you need to spend in a currency different from the 15 we offer. You’ll automatically get the standard Mastercard settlement rate minus 2.49%, at the time of your transaction. You do not need to do anything else, the conversion will take place when you make a transaction.

If you load any currency other than GBP (USD for example), your transactions will automatically be converted back into GBP before being converted again into the local currency, which is not as good value as one direct conversion from GBP.

Who can load money onto my Caxton card?

Your card must be loaded from a personal UK debit card in the primary cardholder's name and registered at their address. Secondary cardholders cannot load the card.

I have just loaded money onto my Caxton card. How long does it take for the funds to be added to my available balance?

Once loaded, funds will normally be available within minutes.

How do I know what exchange rate I will get?

Our exchange rates are published on our website. You will also see the rate that you will receive when you load your card.

Where is my Caxton card accepted?

You can use your Caxton card anywhere Mastercard is accepted, including shops, restaurants, ATMs and online. We recommend visiting the Mastercard location tool (website) or downloading Mastercard’s ‘Nearby’ app to easily find ATMs and merchants that will accept the card.

Do you charge for ATM withdrawals when overseas?

Caxton doesn't charge a fee for overseas ATM withdrawals. Be aware that some overseas ATM owners may charge you a fee. This is not Caxton charging you, this is the ATM owner.

I’ve been presented with these options at an ATM: Credit, Savings or Cheque. Which should I choose?

If you are given these options at an ATM all 3 should work but if in doubt, please select credit. If this option doesn’t work, then please select another option. You may need to reinsert your card to try again.

What are the maximum number of ATM withdrawals I can make on my Caxton card?

You can make up to two withdrawals per 24 hours, and up to a total withdrawal amount of £300 per 24 hours.

What do I do if my Caxton card is not working?

  1. Check if you are using the correct PIN. You can check what your Caxton card PIN is in the Caxton app or by logging into your account on the website.
  2. Make sure you have sufficient funds loaded on your Caxton card. You can check your current balance in the Caxton app.
  3. The ATM or POS machine may be faulty or unable to read your Caxton card. You can check this by testing a different card in the machine, or trying your Caxton card in a different ATM or POS machine.
  4. If your Caxton card is still not working, please contact our support team, either via email [email protected], twitter @CaxtonSupport or on the phone, in the UK calling 0333 123 1812 or outside the UK on +44 (0) 207 201 0526
    (Support available Monday - Friday 08:00 - 19:00, Saturday - Sunday 09:00 - 17:00 UK time)

Why have I been charged for an ATM withdrawal?

Some ATM’s will charge you a flat fee for use of their services. In some cases, the ATM can convert your money which will end up costing you money.

How do I avoid being charged for an ATM withdrawal?

Avoid any ATM which will charge you a withdrawal fee. Also ensure that when making ATM withdrawals that you decline any conversions offered to you by the ATM and always withdraw in the local currency.

How do I check my Caxton card balance?

The best way to check the balance on your card is by using the Caxton app, or you can log into your online account. Try to avoid checking at your balance at an ATM as you will be charged 30p.

What if I am offered the choice to pay in GBP or local currency?

If you are at an ATM or somewhere where the bill is presented in GBP rather than the local currency (ie. euros or dollars), always opt to pay in the local currency.

Otherwise you’ll end up paying for multiple conversions, using the ATM or vendor’s rate, which will always be worse than Caxton’s.

The ATM or merchants tried to charge me in pounds, what should I do?

Many ATM’s (and merchants) will pick up that your card was issued in the UK. Once these machines realise that your card is a UK issued card it doesn’t recognise that you hold the local currency and will offer you a conversion. This is called Dynamic Currency Conversion.

In order to avoid this extra charge please always select to be billed in the local currency, for example if you are in the Eurozone always select to be billed in EUR.

What if I need to use the card for a refund?

Your Caxton card can only be used for a refund if you paid for the transaction on the card initially.

What is a pending transaction?

A pending transaction is an approved transaction that has not yet cleared your account.

Should I use my Caxton card for security deposits such as hotels and car hire?

Only use your Caxton Card to settle the final bill, never as a security deposit. When a card is used for a security deposit, a block is put on the funds for the relevant amount on that card, that can last up to 30 days, making that money unavailable for you to spend.

Can I cancel a pending transaction?

Only the merchant can cancel a pending transaction and release the funds back to your card. You should first contact the merchant if you need a pending transaction cancelled. If a you believe a merchant has settled a pending transaction in error, you can dispute the transaction by logging into your account through the website (this functionality is not available in the app).

What do I do if I have an issue with a transaction on my Caxton card?

If you have a question about the validity of a transaction on your Caxton card, you can raise a dispute with us, using the ‘transaction dispute’ feature found my logging into your account through the website (not the app). You’ll have the opportunity to provide additional details.

What type of transactions can I dispute?

Any transaction can be disputed, for a variety of reasons, including an ATM giving none or only part of the money it should, duplicated transactions, goods and services not received or fraud. We would recommend raising a dispute for any transactions that you don’t recognize. However, you won’t be able to dispute pending transactions, you must wait until they have been settled. 

If I dispute a transaction how long will it take to get my money back?

For a fraud dispute we aim resolve it for you in 5-10 days, though the dispute period time can take up to 50 days.

All other types of disputes will normally be resolved within 55 days.

What is a secondary card?

A secondary card is another card with it’s own unique card number and PIN number, that can be used to spend the funds on your primary card.

Why would I need a secondary card?

You can give a secondary card to a family member or a friend. You can also take a secondary card out in your name to have as a backup card, in case of emergencies.

How can I get a secondary card, and how many can I have?

You can order up to 5 secondary cards once by logging into your account through the website (not in the app), and going to ‘My Currency Cards’ where you’ll find the option to order additional cards. Once ordered, a secondary card will be sent to the address registered on the account and arrive in by post within 5 days.

Will the secondary card have a separate balance?

No, the primary and secondary cards have access to the same balance.

How do I load my secondary card with funds?

You can’t add a debit card or add funds directly to your secondary cards. Secondary cards have access to the funds on your primary card, and you must load funds onto the primary card as you normally would.

Can I have the balance on my Caxton Card refunded to me?

You can withdraw the funds on your currency card at any time once all pending transactions have cleared. To do so, please log in to your account on the web and click ‘Withdraw balance’. In some cases you may be required to provide your bank details in order to withdraw your funds. A Caxton card account will stay open, even with a zero balance, ready to load for your next trip, unless you contact Caxton support to close your account.

Why have I been asked to send you my bank details when I requested to refund my currency card balance?

Whilst we always try to refund your remaining balance to the card it came from sometimes this isn’t always possible (for example if your debit card has expired). In these situations, we will ask you for your bank details so that we can refund your remaining balance direct to your bank account.

How do I close my account?

To close your account, you need to email Caxton support at [email protected] If your card account is closed, we will immediately block your card so it cannot be used. You will not be entitled to a refund of money you have already spent on any transactions or any fees for use of the card before the account was closed.

How do I get my PIN?

You can get your PIN online at any time by logging in to your account through the website or via the mobile app (click “Cards” and then “View Pin”). We will never send you a letter or email containing your PIN.

How do I change my PIN?

You can do this at the majority of UK ATMs. You cannot do this within your online account or in the mobile app.

What do I do if my Caxton card is lost or stolen?

If you lose your card, it's stolen or you suspect that your card has been used by someone, you must tell us as soon as you can by calling our 24-hour lost and stolen helpline on 0333 123 1812 from the UK or from outside the UK +44 207 201 0526 when calling internationally. We will then cancel your card. Alternatively, you can block your card via the mobile app or on the website.

We may ask the police to investigate any suspected misuse of your card and they may need more information and assistance from you. We will refund the amount of any transactions which the investigations show are not authorized by you, provided you have kept your card and PIN secure. However, if the investigations show that any disputed transaction was authorized by you, or you have not kept your card or PIN secure, we will not refund the transaction amount.

Where can I get the Caxton app?

The Caxton Mobile App is available from the Apple iTunes App Store or the Caxton Android App is available on Google play.

What can I do on the app?

  • Check your balance
  • Check current rates
  • See your PIN
  • Add more funds to your card from debit cards already connected to your account
  • Check previous transactions
  • Block your Caxton card

How do I change or add a debit card in the app?

Currently you cannot add or remove debit cards via the app. Please login to your account through the website to do so.

How do block my Caxton Card?

You can apply a temporary block to a Card via the Cards screen on the app. If you have more than one card, swipe to select the card you want to block and then tap the Block function.

How do I unblock my Caxton Card?

You can only unblock a card by contacting Caxton support. You can email us from your registered email address or call 0333 123 1812 or +44 207 201 0526.

How do I view my PIN?

This can be done via the Cards screen on the app. If you have more than one card, swipe to select the card you want to block and then tap the View PIN option. Please note that this may take a few attempts to retrieve the PIN.

How do I activate my new Caxton Card?

When you receive your Caxton Card, login to the app and follow the instructions there to activate it.

How to change personal details, like address, contact email etc

This can only be changed via your account on the website.

How can I check my transactions?

Select the Cards option from the bottom menu option and tap History. If you have more than one card, swipe to select the Card you want to review. The History option allows you to check Loads and Transactions by month. Currently Pending Transactions are not included.

How do I swap between currencies?

If you want to exchange one currency you are holding for another, then this can be done using the Switch Currencies option from the app Cards function. You will be able to select the currency you are already holding (e.g EUR) and the target currency (any other Caxton card currency).

 

Why do I have a negative balance?

You will need to login to your account to check and see if this negative balance is in connection to a transaction that is pending on your account. This may appear if you have been billed in a currency that isn’t available on your card, for instance if you have loaded in EURs and the pending transaction is in GBP (this is called Dynamic Currency Conversion).

If you do not have any pending transactions, but a negative balance is still showing, then an overspend would have taken place on the account. You can contact Caxton’s helpdesk by email from your registered email address or call 0333 123 1812 or +44 207 201 0526.

How do I get rid of my negative balance?

If you have overspent, log into your account on the website to pay off the negative amount.  If you have a pending transaction, please wait for this to clear before attempting to pay off negative amount.

Where is my card number and name?

Your card name and number is on the reverse of the card.  You will still be able to use it like any normal card.

Why is there no signature panel?

With Chip and PIN and contactless technology, there is now no need to sign your card.  This is why we have removed the signature panel.

How do I get a contactless card?

All cards issued after 12th April 2019 will be contactless.  If you would like to order a contactless card, please log into your account and order a replacement card.

What are the contactless limits?

Contactless is designed for small payments and limits vary from country to country and merchant to merchant. In the UK the maximum contactless transaction is £30. All contactless transactions are limited to a maximum of £150 per day. A merchant will normally advise you if you are spending more than the contactless limit and will need to use chip & PIN.

How do I renew my Caxton card?

Your Caxton card will be renewed automatically 4-6 weeks prior to expiry date.  Please ensure your address details are up to date prior to automatic renewal.  You will receive an email to let you know when your card has been dispatched and when you can expect it.

If you would like to renew your card early, you can do so on your account from 2 months before expiry.

Will my old Caxton card still work?

Your old card will still work until your new one has been activated or it expires.  If you are going on holiday, please ensure that you take your new card with you.

Will my Caxton card be renewed?

Your card will be renewed automatically unless it is currently blocked or terminated.  Emergency cards will not be renewed.

I have a question about ordering cash

How do I order cash?

Log in to your account, navigate to ‘Cash Delivery’ and select the amount of cash you wish to order.  Once confirmed, this will be reflected in your shopping basket and you can then select your delivery date and pay for your order.

How do I receive my cash?

Your cash order can only be delivered to a UK address that is registered on your Caxton account. It will be delivered by the Royal Mail Special Delivery Guaranteed service by 1pm on the confirmed delivery date. You will need to sign for the delivery so please make sure someone is at home. Due to limited availability, more unusual currencies will take an additional day to be delivered and you will be advised of this when you place your order. These currencies are identified in the FAQ ‘What Currency can I order’.

How long will delivery take?

Orders placed before 1pm on a business day will be delivered via Royal Mail Special Delivery Guaranteed before 1pm the following business day. During the ordering process you can select an alternative delivery day up to 10 days later; you can also select a Saturday, for which an additional fee applies.

Due to limited availability, some unusual currencies will take an additional business day to deliver.  You will be advised of this during the Ordering Process. See FAQ ‘What currencies can I order’.

Order Placed Order delivered (standard currencies) Order delivered (unusual currencies)
Before 1.00pm on a Business Day Next Business Day, by 1pm

Or request Saturday delivery (fee applies)

Next Business Day + 1 day, by 1pm
After 1.00pm Friday OR

at any time on a non-Business Day

Next Business Day + 1 day, by 1pm Next Business Day + 2 days, by 1pm

How much can I order?

There is a minimum order value of £250 and a maximum of £5,000, although we may change these limits from time to time. For insurance purposes, the Royal Mail applies a maximum packet value limit of £2,500. If your order is over this limit then it will be split into two packets and we will apply the appropriate postage charges to each packet. For example, if your total order value is £3,250 then you will receive one packet with up to £2,500 and a second packet with the remainder.

Can I choose my delivery date?

Yes, you can choose a delivery of up to 10 days later and / or a Saturday.  An additional fee applies for a Saturday delivery.

What are the charges for cash delivery?

The delivery charges are identified below and there is a small supplement for Saturday delivery. In addition, we charge an administration fee of £2.00 on orders of £750 or less.

 

Order value Postage charge Saturday postage supplement Administration fee
£200 - £750
£750.01 - £1000
£1000.01 - £2500
£7.50
£8.50
£11.00
£1.50
£1.50
£1.50
£2.00
£0.00
£0.00

Can I load my card and order cash at the same time?

Yes, you can load your card and then order cash however separate payments will need to be made for each order.

Can I order more than one currency at the same time?

Yes, you can have up to 10 currencies in the same order up to the maximum permitted order value (see ‘How much can I order’).  The total will be reflected in your shopping basket.

How do I know what exchange rate I will get?

The Cash Delivery exchange rates differ from our card exchange rates as a result of the physical nature of cash. Our cash exchange rates are available through the Cash Delivery ordering process and are continually updated through the day.

Can I see a history of my cash orders?

To see your orders, login to your account and navigate to ‘My Orders’ – you will be able to see details of all your cash orders. 

Can I change or cancel my order?

If you have placed an order for standard delivery then it is immediately processed and cannot be amended or cancelled. If you have requested a delayed delivery date then please contact us on 0333 123 1812 or [email protected] and we will do our best to assist.

How can I add a new debit card?

Login to your account, navigate to ‘My Debit Cards’ and choose ‘Add Debit Card’ or select ‘Add New Card’ when loading or making an international payment.

How do I update an expired debit card?

Login to your account, navigate to ‘My Debit Cards’, then delete the expired card and add a new one either by clicking ‘Add Debit Card’ or select ‘Add New Card’.

What happens if my cash isn’t delivered?

If your order has not been delivered or the delivered order is not correct you must contact our customer services team within 48 hours on 0333 123 1812 where an agent will be able to assist you.

What happens if I am not in when my order is delivered?

If Royal Mail attempt to deliver your cash order while you were out, they will leave a ‘Whilst you were out’ card with instructions on what to do next, either to collect your order from your local delivery office or arrange redelivery.

Can I have the tracking number for my order?

Unfortunately we cannot give out tracking numbers for security reasons.  However, our Customer service team will happily track your order for you.  Please contact us on: 0333 123 1812 or [email protected].

Can I have my order delivered to another address?

No, orders can only be delivered to the billing address of the card used for payment of your order, which is the address registered to your Caxton account.

Who can sign for the delivery?

Your order will be sent fully insured via Royal Mail and it therefore need to be signed for at the address on the package, but not necessarily by the addressee.  It is at the delivery person’s discretion to decide if the person that answers the door is able to sign for a package.  For example, they would not let a young child sign for the package.

Can I sell back any leftover cash at the end of my holiday?

No, we do not offer a buy back service for cash orders.

I want specific notes; can I request this?

Your order will consist of a mix of denomination sizes but it is not possible to request specific denominations.

Can I collect my cash order instead of it being delivered?

No, we only offer a cash order delivery service.

I haven’t received my order confirmation email, what can I do?

You can check your order details via your online account. Login and go to the ‘Order History’ section. If you have any further queries please contact us. 

What happens if my cash is stolen whilst I am on holiday?

If your cash is stolen whilst you are away, you will need to claim the amount stolen from your travel insurance provider. Please check your insurance details.

What currencies can I order?

Please see the full list of currencies available for delivery below. The delivery day will depend on the currency ordered; most currencies have Standard Delivery terms; for more unusual currencies delivery will may take an Extra Day depending on the amount you order. See the FAQ ‘How long will delivery take’


Currency

Code

Delivery

Australian Dollar AUD Standard
Bahamian Dollar BSD Extra day
Bahraini Dinar BHD Extra day
Barbadian or Bajan Dollar BBD Standard
Bermudian Dollar BMD Extra day
Brazilian Real BRL Extra day
Bruneian Dollar BND Extra day
Bulgarian Lev BGN Standard
Canadian Dollar CAD Standard
Caymanian Dollar KYD Extra day
Chilean Peso CLP Extra day
Chinese Yuan Renminbi CNY Standard
Costa Rican Colon CRC Extra day
Croatian Kuna HRK Standard
Czech Koruna CZK Standard
Danish Krone DKK Standard
Dominican Peso DOP Extra day
East Caribbean Dollar XCD Extra day
Emirati Dirham AED Standard
Euro EUR Standard
Fijian Dollar FJD Extra day
Hong Kong Dollar HKD Standard
Hungarian Forint HUF Standard
Icelandic Krona ISK Extra day
Indonesian Rupiah IDR Extra day
Israeli Shekel ILS Standard
Jamaican Dollar JMD Standard
Japanese Yen JPY Standard
Jordanian Dinar JOD Extra day
Kenyan Shilling KES Standard
Kuwaiti Dinar KWD Extra day
Malaysian Ringgit MYR Standard
Mauritian Rupee MUR Standard
Mexican Peso MXN Standard
New Zealand Dollar NZD Standard
Norwegian Krone NOK Standard
Omani Rial OMR Extra day
Peruvian Sol PEN Extra day
Philippine Piso PHP Extra day
Polish Zloty PLN Standard
Qatari Riyal QAR Extra day
Romanian Leu RON Extra day
Russian Ruble RUB Standard
Saudi Arabian Riyal SAR Extra day
Singapore Dollar SGD Standard
South African Rand ZAR Standard
South Korean Won KRW Extra day
Swedish Krona SEK Standard
Swiss Franc CHF Standard
Taiwan New Dollar TWD Extra day
Thai Baht THB Standard
Trinidadian Dollar TTD Extra day
Turkish Lira TRY Standard
US Dollar USD Standard

The currency I want isn’t listed on your website, why?

We stock a wide range of currencies however it is not possible for us to obtain all currencies. If the currency you require is not detailed on our website, this means it is not available for order. We suggest that you load GBP to your Caxton card and get cash from an ATM at your destination.

 

I have a question about the Travel Savings Plan

What Plan currencies can I setup?

You can set up a Travel Savings Plan for any Caxton Card currency, including GBP.  

Can I set up more than one Travel Savings Plan?

Not at present.

What does it cost?

There is no charge for setting up a Currency Savings Plan. When setting up your plan we will calculate and lock in an exchange rate based on the currency, the amount and the duration of the Plan.

What exchange rate will I get?

During the online set up process, a quote will be generated based on the details you provide – the currency, the duration and the amount.  The exchange rate will be shown during the setup process along with the monthly plan payments to meet you Plan requirements. The quote is based on live exchange rates and will expire after 5 minutes; you will be alerted to this on screen.

How much can I save for?

You can set up a Travel Savings Plan for the currency equivalent of between £200 and £10,000 .

How do I receive my funds at the end of the Plan?

Your funds will only be added to your Caxton Card balance after your final monthly payment has been made. Once loaded on to your card you can spend your funds as you wish.

If the amount to be loaded to your Caxton Card breaches your Card limit, then we load as much as possible leaving the remaining balance on your Account Currency Balance for your future use.

Can I make changes to my Travel Savings Plan?

In order to fix the applicable exchange rate and automate the payments, we require you to commit to the Plan that you have set up. Your plan cannot be amended, it can only be cancelled.

What happens if I need to cancel my Plan?

You must contact us to arrange cancellation of your Plan. If the cancellation is less than 5 days before the next Plan Payment is due, the Plan Payment may still be deducted from Your authorised debit card; in this case Caxton will contact you to discuss refund arrangements.

You will have the option to; -

  • either receive, to your Caxton card, the currency value You have paid for up to the cancellation date, less cancellation charges;
  • or not to receive any currency and have the GBP amount paid back to Your Debit Card, less cancellation charges;

in both cases, cancellation charges will be deducted from the amount you receive. See the Cancellation charges information below.

What are the cancellation charges?

If you need to cancel your Plan, or Caxton needs to cancel your Plan due to a failed payment after 72 hours, then the following charges will apply:

  • Administration fee £50
  • Reversal Loss.

The Reversal Loss is calculated on the exchange rate difference between when you set up your Plan and the cancellation date applied to the currency amount you do not take delivery of.  

For example; if your plan amount is EUR6,000 and you cancelled after paying for EUR2000, then if you chose to receive the EUR2000 the Reversal Loss would be calculated on the EUR4,000. If you choose not to receive any of your plan value then the Reversal Loss would be calculated on the full amount of EUR6000.

The amount of the Reversal Loss will be calculated and confirmed to You by Caxton. 

Do I receive interest payments?

No, interest is not paid on any payments you make to us.

Can I get early access or draw down my Savings?

No, you will get access to your currency at the end of the plan period. If you need to change the Plan you will need to cancel it and pay the cancellation costs. In the first instance please contact us to discuss.

Is my money safe?

Your money is protected in one of two ways.

Your Plan Payments are held as Client Money by Caxton as Investment Products regulated under the Financial Services and Markets Act and are also covered by the Financial Services Compensation Scheme (FSCS).  Further details are provided in the Travel Savings Plan Terms and Conditions.

How do I cancel my Currency Savings Plan?

If you need to cancel your Plan, then please contact us in the first instance. Charges are due if you cancel your Plan. Please see the next FAQ for cancellation charges.

PSD2 - Financial Regulations Update

Glossary

PISP – Payment Initiation Service Provider – a new type of regulatory permission that enables customers to authorize an online payment on their account with payment firm A from within their account with payment firm B. The customer first has to link their accounts together at payment firm B.

AISP – Account Information Service Provider – a new type of regulatory permission that enables customers to view multiple payment accounts, with different firms, online through their online access at one payment firm.  

 

PSD2 and Caxton

What is PSD2?

The 2nd EU Payment Services Directive has been introduced to promote increased competition in the payments industry across Europe, to drive down costs for consumers and to make it easier for new entrants to access the payments market. An additional aim is to enhance consumer protections against unfair practices and fraud.  

Why is the Payment Service Directive being implemented?

Financial technology has developed massively in the last few years allowing the introduction of new payment methods particularly online and mobile. PSD2 seeks to address these and other changes by ensuring they are covered by a new legal framework      

When are the new Regulations effective from?

Most of the regulations are effective from the 13th January however a few of the technical standards will only become fully effective at a later date.   

What changes should I expect?

PSD2 and the Open Banking arrangements are going to shake up the payments industry. Banks in particular will have to open up their systems to other banks and payment firms. That will make it easier for customers to choose which firm to use. Consumer protection is also enhanced through changes in the way complaints are handled and reduced customer liability for unauthorised transactions    

Corporate

PSD2 is largely directed at protection of retail consumers, there will be minimal impact on Corporate clients.

Introduction of PISPs and AISPs

We are working with a view to offering our customers the ability to link their bank accounts to their Caxton online account. This will enable customers to see all their accounts in one place and to fund their Caxton account without having to log in to their bank account. We will let you know as soon as we have more news.       

What is Caxton doing?

Caxton is committed to complying with the new regulation. We are also evaluating a number of exciting options to enhance our products and service offering. Watch this space for more detail soon. In the meantime we will be updating our Terms and Conditions in the near future.   

What do I need to do?

There is no need for customers to do anything at all. Caxton will continue to provide you with our usual great level of service and we will keep you informed about exciting new developments as soon as we can.

 

I have a question about Caxton Premier International Services

Who should I contact for assistance?

When you join Caxton Premier International Services you are provided with the contact details of your dedicated Account Manager who is available

  • Monday to Friday: 08:00 to 18:00.

In addition to their direct line, they can be contacted on 0203 457 1172.

Out of hours, calls to Caxton Premier numbers will be diverted to our Client Services Managers will be able to provide simple account assistance or arrange a call back from your Account Manager.

  • Monday to Friday: 08:00 to 19:00
  • Saturday and Sunday: 09:00 to 18:00 

About your Account

Do I have to pay for my Caxton Premier International Services account?

Caxton Premier International Services is available free of charge to clients who make transactions to the value at least GBP75,000 or currency equivalent per year. When you apply for a Caxton Premier Account your Account Manager will discuss your payment requirements and will confirm your eligibility for free use of Caxton International Services account. If you are not eligible or at the end of 12 months your transaction value is below the eligibility criteria, your Account Manager will discuss this with you and offer you the option to pay for access Caxton Premier International Services for a fee. See the Caxton Premier International Services terms and conditions for more details.

Can I cancel my Caxton Premier International Services account?

Yes, you can cancel your Caxton Account at any time. However, any pending transactions will need to be completed or cancelled in accordance with our terms and conditions. Please contact your Premier Account Manager on 0203 457 1172 for assistance.

How does the referral reward work?

Caxton FX will pay a Referral Reward of £50 for any contact You introduced to Caxton, who is not and has never been a Caxton customer and who successfully makes an International Payment through Caxton.  The referral reward will be paid only against the first international payment made by the introduced client and will added to your Caxton Card within four weeks of their transaction.

To confirm their association with you, the referred client must confirm to Caxton the email address you have registered against your Caxton Premier Account.

What other benefits do I get?

In addition to the Premier Service features and benefits, Caxton Premier clients also get access to further Caxton benefits. These can be accessed from the Caxton website here.

I have a question about Caxton Plus

What is Caxton Plus?

Caxton Plus combines an exclusive range of travel benefits and insurance only available for our Caxton cardholders. The Travel Insurance element is underwritten by certain underwriters at Lloyd's of London and is supported with advice and assistance by International SOS, Caxton Plus is designed to give you the confidence that you are covered, wherever you are in the world. There are many unique elements of this offering: security advice you can access over the phone before you travel, 24/7 communication, and on the ground global support including emergency medical and emergency card replacement.

How do I apply?

You can apply for Caxton Plus by logging into your account on the website and purchase it in the same way you top up your Caxton card. Caxton Plus is exclusively available to Caxton Cardholders.

What happens next?

Once your payment has been processed, you will immediately be covered by the travel insurance and other Caxton Plus benefits. You’ll receive a confirmation email from us and we’ll send you a welcome pack outlining the key features and benefits, along with a card to keep with you that contains all of the numbers you need.

Do I need a Caxton Card to get Caxton Plus?

Yes, Caxton Plus is exclusively available to Caxton Cardholders. You must first apply for a Caxton Plus card and then purchase Caxton Plus through your online Caxton account.

Who is covered under Caxton Plus?

There are two options for Caxton Plus

  • Caxton Plus Family, designed to cover you, your family and all Cardholders in your Account. Travel insurance and benefits are for family members who are travelling with you and who reside with you, or who live elsewhere provided they are under 24 years and in full time education along with any additional Caxton Cardholder registered on your Caxton Account. The maximum age for benefits under Caxton Plus is 80 years old.
  • Caxton Plus Traveller, designed for you and all your Cardholders in your Account. Travel insurance and benefits are for you and any additional Caxton Cardholders registered on your Caxton Account. As per Caxton Card terms and conditions, additional cardholders must be over 13 years and the maximum age for benefits under Caxton Plus is 80 years old.

 

How do I get the Certificate of Insurance and full terms and conditions?

The Policy Wording forms the Certificate of Insurance and are accessible for you to download from the Caxton website or your Caxton account page. It contains all of the travel insurance and medical cover details. Alternatively you can click here.

What does the travel insurance cover?

Our travel insurance has been independently reviewed by defaqto and awarded a 5 star rating. It includes comprehensive medical and travel cover for trips of up to 90 days; personal accident and liability, legal, lost money and baggage, trip cancellation, winter sports including full ski-pack cover, plus much more.

Emergency medical, evacuation and repatriation expenses

If you sustain an injury or illness while you’re away, or if you have a serious medical condition, Caxton Plus provides transport to the nearest hospital, and if necessary repatriation to your country of residence.

Medical travel assistance

Caxton Plus travel insurance entitles you to be repatriated if necessary, as a result of injury or illness, subject to prior approval.

Document replacement

If you accidentally forget or lose your travel documents, including your passports, you’re covered for replacement and all reasonable costs incurred to replace them, up to £1,000.

Pre-travel advice

International SOS is available to provide information by telephone about your destination before you travel, for such things as: inoculations, travel visas, general advice and security assessments on the destinations you’re looking to travel to.

Who is International SOS?

International SOS is the world’s leading medical and travel security assistance company; they provide travel services to Caxton Plus.

Who covers me for the insurance element of Caxton Plus?

The insurance element of Caxton Plus is underwritten by a syndicate of A+ rated underwriters at Lloyd's of London led by Tokio Marine Kiln.

What does the winter sports benefit cover?

If you’re unable to ski through illness, injury or adverse weather conditions, we’ll cover you for up to £500. The travel insurance will cover you for the costs if, due to piste closure, you have to travel to another area and the additional cost of the lift passes.

What does winter sports equipment benefit cover?

The travel insurance covers your ski equipment if it is lost, stolen or damaged while you’re away, up to £2,500, and we’ll cover any hired equipment up to £500, provided you haven’t left your kit unattended in a public space.

Avalanche cover included?

Yes, you’re covered for travel and accommodation costs if you are prevented from arriving or leaving your ski resort for more than 12 hours, due to avalanche.

Service provider referrals

International SOS will provide you with the contact details for medical or legal service providers, including physicians, dentists, lawyers, legal practitioners, interpreters, hospitals and other relevant persons. Please note that unless the cost of the services are covered by the travel insurance provided with your Caxton Plus membership you may have to cover the cost, International SOS will be able to advise.

Medical monitoring

If you require hospitalisation, International SOS will monitor your medical condition during and after hospitalisation, until you regain your normal state of health.

Medicine and medics will come to you

In the event of an emergency, where you can’t be assessed by telephone, can’t be moved, and local medical treatment isn’t available, International SOS will send a medic and any necessary medicine or medical supplies to your location.

What medical expenses am I covered for?

You’re covered if you incur medical expenses while you’re travelling up to a maximum of £2,000,000.

Translation and travel support

International SOS can arrange for a translator, mobile medical equipment and a medical escort, as part of the emergency evacuation and repatriation support. A relative can also be flown out to assist as required.

Assistance services

Depending on your particular situation, the cost of the services invoked by International SOS will be covered up to the travel insurance policy limits; including, for example physicians, dentists, lawyers, legal practitioners, interpreters, hospitals and other relevant persons. International SOS will advise should the cost of any of the service proposed not be covered.

Hospital daily benefit

If you are hospitalised while you’re travelling, the travel insurance cover entitles you to £35 per day, up to a maximum of 30 days.

Personal liability cover

If you’re involved in an incident while you’re travelling, and you are liable for damage or accidental loss, the travel insurance cover entitles you for up to £1,000,000.

Travel delay

If your travel is delayed by more than 4 hours, you’re covered for £45 per hour up to a maximum of £540.

Loss or delay of baggage

The travel insurance covers you for theft, damage or accidental loss of your baggage up to £2,000. If your baggage is delayed by more than 4 hours, you’re covered for £40 per hour up to a maximum of £480.

Loss of money

The travel insurance covers you for theft or accidental loss up to £500.

Who is eligible to apply for Caxton Plus?

To get Caxton Plus you must be a Caxton Cardholder, between the ages of 13 – 80. Depending on the level of Caxton Plus you have purchase, further individuals may be included as follows:-

  • Caxton Plus for you and your family. Travel insurance and benefits for family members who are travelling with you and who reside with you, or who live elsewhere provided they are under 24 years and in full time education. The maximum age for benefits under Caxton Plus is 80 years old.
  • Caxton Plus for you and your Caxton Cardholders. Travel insurance and benefits are for you and any additional Caxton Cardholders registered on your Account Caxton. As per Caxton Card terms and conditions, additional cardholders must be over 13 years and the maximum age for benefits under Caxton Plus is 80 years old.

How much does Caxton Plus cost?

Caxton Plus Family is £159 per year.
Caxton Plus Traveller is £99 per year.
Caxton Premier Customers are entitled to a 50% discount on the above costs.

How long does Caxton Plus cover me for?

Caxton Plus runs for 12 months, from the date you purchased it. We will remind you by email at month 11 to remind you your Caxton Plus is expiring.

All Caxton Plus purchases will automatically renew on the policy expiry date. 

You can manually turn off your auto-renewal by logging in to your online account (only via our website not through the mobile app) and selecting the ‘Caxton Plus’ option in the left menu.  In your policy summary, there is a section named ‘Auto-Renewal’ containing the renewal date, cost and debit card.  Simply select ‘Opt-Out of Auto Renewal’ and auto-renewal will immediately be turned-off.  You will then receive an email notification confirming that you have opted-out of auto-renewal.

Does the travel insurance cover any pre-existing medical conditions?

No, pre-existing medical conditions and any claim resulting from such a condition cannot be covered.

How can I cancel Caxton Plus?

You have 14 days to cancel Caxton Plus from the date you purchased it.

What are the numbers I need to call?

For emergencies while you’re away call International SOS on +44 208 762 8293, they’re open 24/7.

For claims when you’re back call Broadspire on +32 2 725 9680 during UK office hours 9am – 5pm, or email us at; [email protected]

To speak with Caxton Customer Services for your account queries, see our Contact page for details

24-hour access online please log in to select your account

Email: [email protected]

UK Number Card Customers

Tel: 0333 123 1812 UK time

Outside UK Card Customers

Tel: +44 207 201 0526