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Frequently Asked Questions

All of your frequently asked questions.

Still can't find what you're looking for? Our comprehensive Ask Caxton will provide you with the relevant information. 

I have a question about my Caxton Mastercard

How do I load money onto my card?

You can do an online load at or with the Caxton smartphone app. Your first load must be made online for security reasons but after then you can load freely using the app. 

What currency can I load onto my card?

Choose from the following:

  • GBP GB 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

I’ve loaded my Caxton card with euros. Can I load another currency onto my card?

Yes you can. You can have any of the currencies listed above on your card at any one time. Simply choose the currency you want to load from the drop down within your account.

Can I load Sterling onto my card and use it on my travels?

Yes you can. You can load your card with Sterling and we will convert into the local currency at the time of the transaction. 

Are there any minimum or maximum load limits?

You can find a full list of all load limits below:

Fees, Charges & Limits in GBP

Although the below values are displayed in GBP, if your card is loaded in a different currency, your card will be charged in that currency.

Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 5.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 1.50
ATM transaction - international Free
ATM transaction - domestic 1.50
Over the counter cash - international 4.50 plus 2% of withdrawal amount
Over the counter cash - domestic 4.50 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
Available balance enquiry - ATM 0.3
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 5.00
Redemption processing fee 1.50

*PIN reminder is available online on your account or on the app. If you change your PIN at an ATM, your online account and app will still show the new PIN.

Limits GBP
Minimum load 50
Maximum single load 12,000.00
Maximum total available balance 12,000.00
Maximum number of loads per day 2
Maximum load amount per year 50,000.00
Maximum number of point of sale Transactions per 24-hour period 20
Maximum number of ATM withdrawals per 24-hour period 2
Maximum value of single ATM withdrawal 300
Maximum withdrawal amount in 24 hours 300

Who can load money onto my card?

Your card must be loaded from a personal UK debit card in the primary cardholder's name and registered at their address.

I have just loaded money onto my 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.

Where is my card accepted?

There are an amazing 35 million outlets worldwide where your Mastercard is accepted. These include shops, restaurants, ATMs and online.  Be aware that there are some places where cards are more accepted than others – and that some overseas ATMs may be less reliable than in the UK. If you prefer to use cash overseas we also offer a travel cash service.

How do I check my card balance?

You can check your card balance by logging into your online account or the Caxton mobile app.

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

If you are at an ATM or somewhere where the bill is presented in Sterling rather than the local currency (i.e. euros or dollars), always opt to pay in the local currency. What they are offering is Dynamic Currency Conversion, or DCC. The merchant invites you to pay in sterling and then performs the exchange at their rate rather than the Caxton rate. That could be unfavourable, which may cost you money. Remember to check the payment terminal and if the amount is shown in sterling, and then ask that it is changed.

What happens if I need to return an item I have purchased?

Each retail store has its own returns policy and will handle the returns in the same manner as any other Mastercard transaction so in the first instance, please refer to that store.  

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.

Many ATMs in Thailand will charge for an ATM withdrawal, usually 150 Thai Baht (about £3), regardless of the amount you withdraw. A large number of banks in the US will also charge, but they normally inform you of this before letting you proceed. Unfortunately, if the ATM owner chooses to charge for a withdrawal, there is nothing we can do to prevent or refund this charge as it is not levied by us.

Can I use my Caxton currency card in the UK?

Yes, your card will work in the UK. Please refer to our terms and conditions for any fees you may be charged.  Be aware that using your card in the UK in any currency other than Sterling would involve an extra foreign exchange charge determined by Mastercard rather than Caxton.

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

Do not use your Caxton card for any security deposits when you check into a hotel or hire a car. Use any other card (we suggest a credit card) and only use your Caxton card to settle the bill. When a card is used for security deposit, a block is put on the funds for the relevant amount on that card. Unlike a credit card your Caxton card holds a prepaid balance and the block will stop you from spending the deposit amount of your travel cash. A block can last for up to 30 days. Use any other card for the security deposit and your Caxton card when the payment transaction is required. The funds will still be pre-authorised on the other cards. If you have any questions regarding this, do not hesitate to contact us.

What if I try to spend $100 dollars on my card but my balance is only $80?

In this situation the transaction will be declined. It would however be possible for you to go to the app or online and load more money to your card. Funds are available immediately so you can re-try the payment in a matter of minutes.

What are the maximum ATM withdrawal limits on my card?

There are a limited number of ATM withdrawals you can make in a 24 hour period. You can view a full list of all limits

What are the maximum usage limits on my card?

There are limits on the number of transactions you can make in a 24 hour period. You can see a full list of all limits 

How can I keep track of my spending abroad?

You can track your spending by either logging into your account or using the Caxton mobile app. Be aware that some transactions can take a few days to show up on your statement which is slower than debit card transactions in the UK.

Can I add a secondary card to my account?

You can order Secondary Cards within your online account. Under ‘My Currency Cards’ you will see a button for Secondary Cards. Once you have ordered it, the card will be sent to you and arrive in the post within 5 days. 

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

You can redeem all or some of the funds on your currency card at any time. To do so, please either log in to your account and click ‘Redeem balance’ or email us.

Even if you have redeemed all your funds, your card account will stay open, ready to load for your next trip.

Will I earn interest on my Caxton Card balance?

Sadly we are not able to offer interest on any funds loaded onto your currency card.

Do I receive a paper statement?

No. However, you can view your current balance and transactions free of charge by logging into your account or using the mobile app. 

What do I do if any of my personal details change?

If your address, phone number or e-mail address changes, you must let us know as soon as possible by logging into your online account and updating the necessary sections. If we need to contact you about your currency card (for example to send you a refund or send you a renewal card) we will use the most recent contact details you have provided. 

How do I cancel my card?

You can cancel your currency card within 14 days of receiving it. If your card is cancelled, 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 it is cancelled. You can cancel your currency card by sending an email to us.

How do 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' - delete the expired card, and add a new one either by clicking "Add Debit Card" or select "Add New Card" when loading or making an international payment.

How do I get my PIN?

You can get your PIN online after logging in to your account or via the mobile app (click ‘Settings’ and then ‘Reveal PIN’). We do not send your PIN via mail. 

I have forgotten my PIN; what can I do?

Log into your account online or via the mobile app to get a PIN reminder. 

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 on the smartphone app. 

What happens if my 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. We will 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 authorised by you, provided you have kept your card and PIN secure. However, if the investigations show that any disputed transaction was authorised by you, or you have not kept your card or PIN secure, we will not refund the transaction amount.

What should I do if I’m not happy with the product?

We want you to be happy about our service but we recognise that sometimes things can go wrong. To help resolve any problems you may have, we have a straightforward complaints process for you to follow

I have a question about my recent upgrade to a Mastercard account

I’ve just received a new currency card in the post that I haven’t requested. Why is this?

This is because your current Visa card will be expiring shortly. Weare no longer issuing Visa cards so we have sent you a new MasterCard in its place. We will have sent you a number of emails to your registered email address telling you about this and explaining what do to next. Please check your inbox and any spam folders you may have for these email instructions.

How do I activate my new card?

Follow the instructions on the letter to which your new card is attached. These instructions tell you to visit and show you how to access your new MasterCard account online. In order to improve security and transfer any balance you might have on your Caxton card, you will need to confirm your details and create a new password for your account.

How do I transfer the balance from my previous card(s) across to my new card?

Once you have activated the card, all your Caxton Visa cards become invalid and any existing funds in whichever currency will be transferred automatically to your new card. However, please note that it can take up to 48 hours so don’t worry if this does not happen immediately. 

What should I do with my old Visa card(s)?

Once you have activated the new MasterCard, all your Caxton Visa cards become invalid. So please discard your Visa card securely once you have activated your new MasterCard. 

I have more than one Caxton FX card – will I get replacements for each?

You will only receive one Caxton FX card. This card will replace and combine any existing cards that you have because the new card can hold more than one currency. You can then use one card for any overseas trip.

I want a replacement Visa card. Are these available?

Unfortunately not. We are no longer issuing Visa cards. 

My PIN does not seem to work?

You may be using the PIN for your old Visa card. To get your new PIN, just log in to your account, go to My Currency Cards and you can view your PIN where it shows your card details. Alternatively, you can get it via the mobile app (click ‘Settings’ and then ‘Reveal PIN’). We do not send your PIN via mail, email or over the phone.

Will I receive a new PIN for my MasterCard?

Yes. You get the PIN for your new card from your online account or via the mobile app (click ‘Settings’ and then ‘Reveal PIN’). We do not send your PIN via mail, email or over the phone.

How do I change my PIN?

You can do this at the majority of UK and overseas ATM’s just as you would with a UK debit card. You cannot change your PIN within your online account or using the app. 

What information do I use to log in to my account to manage my MasterCard?

When activating your card you’ll be asked to confirm your details and create a new password for your account. You then use your email address and this new password to access your account. 

I want to use a currency that is not listed on the card, can I do this?

You can load your card with Sterling and we will convert into the local currency at the time of the transaction. Please see terms and conditions for exchange rates, fees and charges. 

I have a question about International Payments

What rate will I get?

Log in to your Caxton FX account and select the currency you wish to transfer. This will display the 'live' exchange rate for that particular currency. If you are looking to transfer a larger amount (ie over £20,000) or discuss a currency strategy, please call us on 0845 658 2223 to discuss your needs and for a rate quote.

How do I check the current rate?

We offer live exchange rates within our online payment service – Caxton FX FastPay. You can view the rate on any of our 23 currencies we offer online, by logging in to your account and selecting your desired currency.

What fees do you charge for sending money abroad?

Caxton FX does not charge any fees for sending money abroad.

How do I save money?

On a typical transaction we can help you get up to 4% more money for your money, in comparison with the banks. This is because we will offer you a more competitive exchange rate and do not charge any transfer or commission fees.

Can I fix an exchange rate for a date in the future?

You can fix an exchange rate for a date in the future by using our telephone currency service. You will need to be transferring over £5,000. This facility is not currently available on our international online payment system – Caxton FX FastPay.

What is the minimum amount of currency I can transfer abroad?

You can transact any amount over £100. All international transfers are fee-free with Caxton FX, regardless of the amount you transfer. So whether you need to send money home, make monthly mortgage repayments or send a one-off payment overseas, our online service provides a flexible and cost effective solution.

What is the maximum amount of currency I can transfer abroad?

You can transact a maximum of £50,000 when using our Caxton FX FastPay service. If you wish to transfer currency over this amount, you can use our Telephone transfer Service, by calling 0845 658 2223.

How long will it take me to make an international transfer online?

You can make an International Payment in three simple steps. You can complete these steps in a matter of minutes.

  1. Choose the currency and amount that you wish to transfer.
  2. Add your beneficiary details.
  3. Make your International Payment.

If you do need further information you can watch our Online Payment demo or call us on 0845 658 2223.

What is a beneficiary?

A beneficiary is the payee or the details of the account to which you wish to send money overseas. Call us on 0845 658 2223 to discuss your needs and for a rate quote.

How do I add a new beneficiary?

Once you have selected your currency and the amount you wish to transfer overseas, you will be asked to enter your beneficiary details. Simply follow the instructions on screen and enter the details. Our easy-to-use system will also store your beneficiary details, for ease of use and to help with your record-keeping.

How do I add a new debit card when making a transfer?

Once you have selected your currency, the amount you wish to transfer overseas and your beneficiary details, you will be asked to enter your debit card details. Simply follow the instructions on screen and enter the details. If you wish to use a debit card that you have previously used, simply select the debit card from the drop down navigation.

What currencies do you offer?

We offer a selection of currencies to suit your international transfer needs. We currently offer 24 currencies within our online payment system.

If you need to transfer currency in a particular combination, or a currency that’s not listed, please call us on 0845 222 2658 and we’ll talk to you about our tailored Currency Service.

I want to find out more information about a specific currency. How do I do this?

You can speak to one of our Currency Analysts or your personal Account Manager for detailed information about any of the currencies that we transfer.

How long will it take for the funds to arrive in my account?

Once you have submitted your International Payment, the time it takes for funds to arrive in the recipient’s account will vary depending on the currency that you're sending.

  • Euro currency will take two working days, after Caxton FX has received your sterling.
  • All other currencies will take 3 working days, after Caxton FX has received your sterling.

My international transfer has failed. What do I do?

First, please check that the three-digit security code on the back of your debit card is correct and the expiry date is correct. If you've checked these two items and the payment still does not go through, you should contact your bank and confirm that they are not blocking the payment.

If you are still experiencing difficulty, after speaking to your bank, please contact the Caxton FX helpdesk by calling 0845 658 2223.

I have forgotten my Account ID or password. How do I access my account?

Please visit the login screen and click on the ‘Forgotten Account ID or Password' links, and follow the instructions. We cannot give you this information over the phone.

Is there a limit to the number of transfers I can make?

No. You can make as many international transfers as you need. We do ask that the amount you transfer online is between £100 and £20,000. If you need to transfer currency to an amount over £20,000 please call us on 0845 658 2223 for details about our Currency Services.

I am currently making personal International Payments. Can my company make international business payments through Caxton FX?

Yes. Your business can start using our online payment platform, today. You will need to set up a separate Business Online Payments account. You will be issued with new log-in details. For more information on how Caxton FX can help save your business money and simplify your International Payment process, please call our Business Team on 0207 201 0526.

Do you charge commission?

No. Caxton FX does not charge you commission and unlike our competitors, none of our sales staff is paid commission, meaning you will receive excellent value on each and every currency transaction.

How does Caxton FX make money?

The interbank rate is the rate at which banks and large financial institutions trade with each other. We make our money on the difference between the interbank rate and the rate we quote you. This is called a spread. The spread that we give to our clients is much better than the banks offer. We do not charge any fees or commission on top.

Is Caxton FX a regulated financial conduct company?

Yes. Caxton FX Limited is authorised and regulated by the Financial Conduct Authority under the Financial Services and Markets Act 2000 as well as the Payment Services Regulations 2009. For more information on the security of your funds please click here.

PSD2 - Financial Regulations Update


PISP – Payment Initiation Service Provider – a new type of regulatory permission that enables customers to authorize an onlin 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    


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.