Frequently asked questions

Whether you have a Visa card, a MasterCard or have been upgraded to our new account, you’ll find the answer you need, right here. 

I have a question about my new Caxton FX MasterCard

Loading my card

How do I load money onto my card?

You can do an online load at www.caxtonfx.com or with the Caxton smartphone app https://www.caxtonfx.com/currency-cards/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
  • CAD Canadian Dollar
  • CHF Swiss Franc
  • NZD New Zealand Dollar
  • HKD Hong Kong Dollar
  • DKK Danish Krone
  • ZAR South African Rand
  • USD US Dollar
  • AUD Australian Dollar
  • JPY Japanese Yen
  • SEK Swedish Krona
  • HUF Hungarian Forint
  • PLN Polish Zloty
  • NOK Norwegian Krone

I’ve loaded my Caxton FX 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:

FEES & CHARGES GBP
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
2.49%
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 only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits GBP
Minimum load 100
Maximum single load 6,500.00
Maximum total available balance 6,500.00
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
FEES & CHARGES EUR
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 6.50
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 2.00
ATM transaction - international Free
ATM transaction - domestic 2.00
Over the counter cash - international 6.00 plus 2% of withdrawal amount
Over the counter cash - domestic 6.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 0.40
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 6.50
Redemption processing fee 2.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits EUR
Minimum load 150
Maximum single load 9,000.00
Maximum total available balance 9,000.00
Maximum number of loads per day 2
Maximum load amount per year 60,000.00
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 400
FEES & CHARGES USD
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 8.50
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 2.50
ATM transaction - international Free
ATM transaction - domestic 2.50
Over the counter cash - international 8.00 plus 2% of withdrawal amount
Over the counter cash - domestic 8.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 0.50
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 8.50
Redemption processing fee 2.50

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits USD
Minimum load 200
Maximum single load 9,500.00
Maximum total available balance 9,500.00
Maximum number of loads per day 2
Maximum load amount per year 90,000.00
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 500
FEES & CHARGES CHF
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 7.75
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 2.50
ATM transaction - international Free
ATM transaction - domestic 2.50
Over the counter cash - international 7.00 plus 2% of withdrawal amount
Over the counter cash - domestic 7.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 0.50
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 7.75
Redemption processing fee 2.50

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits CHF
Minimum load 150.00
Maximum single load 9,500.00
Maximum total available balance 9,500.00
Maximum number of loads per day 2
Maximum load amount per year 60,000.00
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 500
FEES & CHARGES CAD
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 10.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 3.00
ATM transaction - international Free
ATM transaction - domestic 3.00
Over the counter cash - international 9.00 plus 2% of withdrawal amount
Over the counter cash - domestic 9.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 0.60
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 10.00
Redemption processing fee 3.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits CAD
Minimum load 200.00
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 90,000.00
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 600
FEES & CHARGES AUD
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 10.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 3.00
ATM transaction - international Free
ATM transaction - domestic 3.00
Over the counter cash - international 9.00 plus 2% of withdrawal amount
Over the counter cash - domestic 9.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 0.60
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 10.00
Redemption processing fee 3.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits AUD
Minimum load 200.00
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 90,000.00
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 600
FEES & CHARGES NZD
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 10.50
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 3.00
ATM transaction - international Free
ATM transaction - domestic 3.00
Over the counter cash - international 10.00 plus 2% of withdrawal amount
Over the counter cash - domestic 10.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 0.60
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 10.50
Redemption processing fee 3.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits NZD
Minimum load 200.00
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 90,000.00
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 700
FEES & CHARGES ZAR
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 100.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 30.00
ATM transaction - international Free
ATM transaction - domestic 30.00
Over the counter cash - international 90.00 plus 2% of withdrawal amount
Over the counter cash - domestic 90.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 2.00
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 100.00
Redemption processing fee 30.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits ZAR
Minimum load 2,000.00
Maximum single load 120,000.00
Maximum total available balance 120,000.00
Maximum number of loads per day 2
Maximum load amount per year 840,000.00
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 6000
FEES & CHARGES JPY
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 900.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 270.00
ATM transaction - international Free
ATM transaction - domestic 270.00
Over the counter cash - international 800.00 plus 2% of withdrawal amount
Over the counter cash - domestic 800.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 55.00
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 900.00
Redemption processing fee 270.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits JPY
Minimum load 20,000.00
Maximum single load 1,200,000.00
Maximum total available balance 1,200,000.00
Maximum number of loads per day 2
Maximum load amount per year 8,400,000.00
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 54,000
FEES & CHARGES HKD
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 75.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 25.00
ATM transaction - international Free
ATM transaction - domestic 25.00
Over the counter cash - international 70.00 plus 2% of withdrawal amount
Over the counter cash - domestic 70.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 4.50
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 75.00
Redemption processing fee 25.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits HKD
Minimum load 1,250.00
Maximum single load 75,000.00
Maximum total available balance 75,000.00
Maximum number of loads per day 2
Maximum load amount per year 600,000.00
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 4,500
FEES & CHARGES PLN
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 30.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 10.00
ATM transaction - international Free
ATM transaction - domestic 10.00
Over the counter cash - international 30.00 plus 2% of withdrawal amount
Over the counter cash - domestic 30.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 2.00
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 30.00
Redemption processing fee 10.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits PLN
Minimum load 600.00
Maximum single load 35,000.00
Maximum total available balance 35,000.00
Maximum number of loads per day 2
Maximum load amount per year 270,000.00
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 1,800
FEES & CHARGES SEK
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 60.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 20.00
ATM transaction - international Free
ATM transaction - domestic 20.00
Over the counter cash - international 55.00 plus 2% of withdrawal amount
Over the counter cash - domestic 55.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 4.00
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 60.00
Redemption processing fee 20.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits SEK
Minimum load 1,250.00
Maximum single load 80,000.00
Maximum total available balance 80,000.00
Maximum number of loads per day 2
Maximum load amount per year 540,000.00
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 3,600
FEES & CHARGES DKK
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 50.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 15.00
ATM transaction - international Free
ATM transaction - domestic 15.00
Over the counter cash - international 45.00 plus 2% of withdrawal amount
Over the counter cash - domestic 45.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 3.00
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 50.00
Redemption processing fee 15.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits DKK
Minimum load 1,000.00
Maximum single load 65,000.00
Maximum total available balance 65,000.00
Maximum number of loads per day 2
Maximum load amount per year 450,000.00
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 3,000
FEES & CHARGES NOK
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 60.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 20.00
ATM transaction - international Free
ATM transaction - domestic 20.00
Over the counter cash - international 55.00 plus 2% of withdrawal amount
Over the counter cash - domestic 55.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 4.00
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 60.00
Redemption processing fee 20.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits NOK
Minimum load 1,000.00
Maximum single load 75,000.00
Maximum total available balance 75,000.00
Maximum number of loads per day 2
Maximum load amount per year 480,000.00
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 3,600
FEES & CHARGES HUF
Card purchase and Annual Fee Free
Secondary Card purchase (applied to the card balance) 2,000.00
Load and reload Free
Point of sale transaction - international Free
Point of sale transaction - domestic 600.00
ATM transaction - international Free
ATM transaction - domestic 600.00
Over the counter cash - international 1,800.00 plus 2% of withdrawal amount
Over the counter cash - domestic 1,800.00 plus 2% of withdrawal amount
FX mark-up where a Transaction is performed in a currency different from the
currencies available on the card
2.49%
Available balance enquiry - online Free
Available balance enquiry - ATM 120.00
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 2,000.00
Redemption processing fee 600.00

*PIN reminder is only available online on your account or on the app. Please note that the PIN displayed on your account or on the app is the PIN that was originally issued with the card. If you change your PIN at an ATM, your online account and app will still show the original PIN, not the new one.

Limits HUF
Minimum load 40,000.00
Maximum single load 2,600,000.00
Maximum total available balance 2,600,000.00
Maximum number of loads per day 2
Maximum load amount per year 18,000,000.00
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 120,000.00

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 here:

USD
EUR
CHF
CAD
AUD
NZD
ZAR
JPY
HKD
PLN
SEK
DKK
NOK
HUF
Load card

*The rates shown are based on a load of £800. Your rate may vary depending on the amount you load

Spending on my card

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 FX 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 FX 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 FX 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 FX 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 FX.

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

Do not use your Caxton FX 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 FX 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 FX 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 FX 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 

Managing the card

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 FX 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 FX 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.

PIN and security

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

If you can’t find the answer you’re looking for, get in touch with us at info@caxtonfxcard.com

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

Getting my new card

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. We are 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. If you need further help on what to do next please email upgrade@caxtonfx.com

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 www.caxtonfx.com/activate 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. 

Managing my new card

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. 

Visa Card Frequently Asked Questions

Spending on my card

Do you charge me to take out cash from an ATM when overseas?

Caxton FX doesn't charge a fee for overseas ATM withdrawals. Many UK debit, credit card and prepaid card issuers do charge fees for overseas ATM withdrawals. When you use an ATM overseas, the ATM owner may charge you a fee. This is not Caxton FX 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 Caxton FX.

Is my currency card like a normal bank debit card or credit card?

Your Caxton FX currency card is not a credit or debit card. It is a prepaid Visa® card that carries a variable amount of money dependent on how much has been loaded on to it. Each time you use the card, the purchase amount is deducted from the available balance.

What should I do if I get 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), ask to pay in the local currency, not sterling. This is a process called Dynamic Currency Conversion, or DCC. The merchant invites you to pay in sterling and then performs the exchange at a rate that could be unfavourable, which may cost you money. Remember to check the payment terminal if the amount is shown in sterling, 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 Visa transaction.

Where can my currency card be used?

You can use the Caxton FX currency card wherever you see the Visa sign, including ATMs, shops, restaurants, online or on the telephone.

Can I use my Caxton FX currency card in the UK?

Yes, your Caxton FX card will work in the UK. Please refer to our terms and conditions for the fees associated with domestic use of your card. Using your card outside the denominated currency would involve an extra foreign exchange charge. This exchange rate would be determined by Visa rather than Caxton FX.

Should I use my Caxton FX card for security deposits?

Do not use your Caxton FX card for any security deposits when you check into a hotel or hire a car. Secure these with any other card and only use your Caxton FX 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 FX 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 FX card when the payment transaction is required. The funds will still be pre-authorised on the other cards. If you have any questions, do not hesitate to call us.

How do I check my card balance?

You can check your card balance by logging onto your account or by using our SMS (text) balance retrieval service.

When I am abroad, the ATM asks me to choose which account I wish to withdraw money from. What option should I pick?

You should select the credit account option.

How can I find out if there is an ATM nearby?

Check out all of the ATMs near the area you are visiting by going to https://visa.via.infonow.net/locator/global/

What are the maximum ATM withdrawal limits on my card?

You can make 2 withdrawals in a 24 hour period and up to 5 over 4 days. Within these limits, you may withdraw up to 300GBP/500EUR/750USD, depending on the card you hold with us.

Managing my card

Do I receive a statement?

No. However, you can view your current balance and transactions online free of charge on the cards.caxtonfx.com website.

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

You can redeem the funds on your currency card at any time, in whole or in part. To do so, please either send us an e-mail using the Contact us facility on the website, or contact us by telephone on 0845 222 2639 from the UK or +44 20 7201 0526, requesting redemption and indicating the amount to be redeemed.

If you request redemption of all funds on your currency card, you may keep your card with a zero balance ready to load for your next trip. You will not be charged for keeping your card with a zero balance on it. When we process your redemption request, please note we may need to verify your identity so that we may process your request in accordance with legal requirements. We may also charge a redemption fee if one of the following circumstances applies:

  • You are requesting redemption before termination or expiry of this agreement;

  • You cancel this agreement before any agreed termination or expiry date;

or

  • You request redemption more than one year after the date of termination or expiry of this agreement.

Please see Fees and charges for a summary of fees including redemption fees.

We will not redeem the value of the funds on your card to you if your request for redemption of the funds is more than six years after the date of termination or expiry of this agreement.

Will I earn interest on my Caxton FX card balance?

You will not earn any interest on any funds loaded onto your currency card.

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

If your address, phone number or e-mail address change, you must let us know as soon as possible, by logging into your online account and updating the necessary sections. If we contact you in relation to your currency card, for example to notify you that we have cancelled your card or to send you a refund, we will use the most recent contact details you have provided to us. Any e-mail to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not updated your online account.

How do I cancel my currency card?

You have a legal right to cancel your currency card within 14 days of receiving it. Under these terms and conditions, you also have the right to cancel your currency card at any time after this 14-day period. If your currency 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 transactions authorised, pending or any fees for use of the card before it is cancelled. You can cancel your currency card by sending an email to us using the Contact us function on the website or by calling us on 0845 222 2639 from the UK or +44 20 7201 0526 when calling internationally.

My card has suddenly stopped working. Why?

This could be for a number of reasons:

  1. Your card is damaged.

  2. You have no balance left on your Caxton currency card and need to load some more funds.

  3. We have blocked the card for security purposes or on your instructions.

  4. The card has expired and you have not confirmed that you need a replacement; please check the expiry date on the card itself. If you need help, please call 0845 222 2639 from the UK or +44 20 7201 0526 when calling internationally, or email info@caxtonfxcard.com

What are the fees for using my currency card?

We have tried to limit our fees as much as possible to ensure that we can provide the very best value for money for our clients. There are NO monthly fees and as long as you are using the card in the correct currency zone, NO transaction fees when you use your card in shops and restaurants. Unfortunately there are some fees that are unavoidable. Please see the section of our website for a full list of Fees and charges. In order to help you get the very best from your Caxton FX card check the Before you go section.

What is your complaints procedure?

The Prepaid Card programme is managed by Caxton FX Ltd, Portland House, Bressenden Place, London SW1E 5BH. If you are unhappy in any way with your currency card or the way it is managed, tell us by using the e-mail enquiry facility on the website so we can investigate the circumstances for you. Any complaints you have will be dealt with quickly and fairly. You may be able to take unresolved complaints to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 and e-mail: enquiries@financial-ombudsman.org.uk

Got a question that we've not answered?

Call us on 0845 222 2639 from the UK or +44 20 7201 0526 when calling internationally or email us.

What to do if I’m not happy

I’m having a problem, what can I do?

Caxton FX wants to provide quality services to our clients. We recognise; however, that we can sometimes make mistakes. To help in the resolution of any conflicts, we have a straightforward complaints procedure for you to follow.

Find our more

PIN and security

How do I get my PIN?

Please call +44 207 281 0712 and follow the voice prompts to receive your PIN. We do not send your PIN via mail.

I have forgotten my PIN; what can I do?

Please call +44 207 281 0712 and follow the voice prompts to retrieve your PIN.

How secure is my card?

Our 'Chip & PIN' cards offer a safe way to take money overseas. You should treat your currency card like cash in a wallet. If it is lost or stolen, you may lose some or all of the money on your card. As a result, you must keep your Caxton FX card safe and not let anyone else use it. You must keep your PIN secret at all times. Do not reveal it to anyone. We recommend that you frequently check your online balance at cards.caxtonfx.com and monitor transactions using your transaction history. You should contact us if you notice anything suspicious.

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 0845 222 2639 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.

I am away from home and I have lost/forgotten my wallet. Can Caxton FX help me get access to my money?

Yes, just call us. Within an hour in most cases, we can courier you an Emergency Card to any UK airport or other UK destination. You’ll need to call Caxton FX once you have received your card, to activate it, retrieve your PIN and load it with funds (we can transfer funds from your existing card). A £50 charge will be applied for using this service.

Loading my card

Are there any minimum or maximum load limits?

The minimum load on your Caxton FX Prepaid Card is £100, €150 or $200 depending on the currency of your card. The maximum single load is £5,000, €7,500 / $10,000. Your card cannot be loaded more than twice in any one day. We reserve the right to refuse to accept any particular loading transaction.

How do I load money onto my card?

Funds can be loaded onto your currency card in a number of ways: online, by phone, or via SMS (text). However, your first load must be made online. Please note your card will only be activated when you load your card for the first time online. Simply go to the website cards.caxtonfx.com, log in to your account and follow the instructions on screen.

You can reload your card free of charge by logging into the cardholder area of the website. Alternatively, you can do it by telephone. Just call us on 0845 222 2639 from the UK or +44 20 7201 0526 when calling internationally. You can also load your currency card via SMS.

Who can load money onto my card?

Your Caxton FX currency card must be loaded from a UK debit card in your (the primary cardholder's) name. Only the primary cardholder can load money onto a card; it is not possible to load it from any other account.

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 for use within minutes.

How do I load my Visa card by SMS?

Loading by SMS is easy.  Send a text message to +44 753 740 2025 in the following format: LOAD, LAST 4 digits of your Caxton FX card number, AMOUNT. Example: LOAD 7894 200 (ensure that there is a space between each section.)

*Caxton FX does not charge for this service; however, your mobile phone provider may charge you for sending text messages.

How do I check my Visa card balance by SMS (text)?

You can retrieve you balance in the UK and abroad using our SMS service. Send a text message to +44 753 740 2025 in the following format: BALANCE, LAST 4 digits of your Caxton FX card number Example: BALANCE 7894 (ensure that there is a space between each section.)

*Caxton FX does not charge for this service; however, your mobile phone provider may charge you for sending text messages.

Auto Top-Up

What is the minimum Auto Top-Up value?

The minimum Auto Top-Up value is £100, €150 and $200

What is the maximum Auto Top-Up value?

The maximum Auto Top-Up value is £1000, €1500 and $2000

Is there a charge for this service?

There is no charge for this service

How do I switch Auto Top-Up on?

Log in to your Caxton FX currency card account and select the Auto Top-Up up option. Select the card that you want to activate Auto Top-Up on, then select the value that you want your card to be automatically topped up at. You will be required to confirm that you have read the terms and conditions

How do I switch Auto Top-Up off?

Log in to your Caxton FX currency card account and select the Auto Top-Up option. Simply select the card you have been using, then select ‘switch off’ the Auto Top-Up facility.

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

You can redeem the funds on your currency card at any time, in whole or in part. To do so, please ensure you have switched off the Auto Top-Up facility then either send us an e-mail using the Contact us facility on the website, or contact us by telephone on 0845 222 2639 from the UK or +44 20 7201 0526, requesting redemption and indicating the amount to be redeemed.

What happens if I lose my card on holiday and have Auto Top-Up on?

You must notify us immediately and we will turn off your Auto Top-Up. You should also go online and check that Auto Top-Up is turned off on your account.

How many times will Auto Top-Up load my card per day?

Maximum number of loads per day is currently 2 – will this still apply? Yes

How will I know if the Auto Top-Up has worked (i.e. if it takes a while for the balance to update) Do I receive confirmation and how?

You will receive confirmation via SMS

Any questions about FastPay?

Making an international payment

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.

Currencies we offer

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.

  • AED UAE Dirham
  • CAD Canadian Dollar
  • CZK Czech Koruna
  • EUR Euro
  • HKD Hong Kong Dollar
  • INR Indian Rupee
  • JPY Japanese Yen
  • NZD New Zealand Dollar
  • SAR Saudi Riyal
  • SEK Swedish Krona
  • TRY Turkish Lira
  • ZAR South African Rand
  • AUD Australian Dollar
  • CHF Swiss Franc
  • DKK Danish Krone
  • GBP GB Pound
  • HUF Hungarian Forint
  • ILS Israeli Shekels
  • NOK Norwegian Krone
  • PLN Polish Zloty
  • SGD Singapore Dollar
  • THB Thai Baht
  • USD US Dollar

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.

Managing your international payments

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 your 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.