Ask Caxton FX

                                                                                                                                        Update from Caxton:
Please see our information on Dynamic Currency Conversion (DCC) to avoid extra charges while aboard!

  • 134 results found
  • I've lost my card, what should I do?

    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 on +44 207 201 0526 when calling internationally. We will then cancel your card.

    Please note you can block your card via our Android & iPhone app.

  • Is there a fee for a secondary card?

    Yes, there is a £5 fee for a Caxton FX secondary card

  • Who can use a secondary card?

    Anybody 13 years or older is able to use a secondary card.

  • How do I start using my secondary card?

    When your card arrives you will be asked to activate it online and then you will be able to use it as you would with your regular card. 

  • I only have one email address. How do I apply for a secondary card?

    You can apply for a secondary card without another email address you will just need to log into your account online and click 'Get a secondary card'. You will be able to manage the card from within your account.

  • How do I activate my card?

    The easiest way to activate your card is to visit https://myaccount.caxtonfx.com/account/login you will need to enter your registered email address and password. Once logged in you will see an option to activate your card.

  • I've lost my card and need a new one ASAP

    We have a few options if you have lost your Caxton card. The first thing to do is to contact us to block it or you can block it via your app:

    • If you are still in the UK we can arrange a next day delivery card to your UK registered address by 13:00 GMT the next day (cut off time 15:00 for next day delivery) the charge for this is £20.
    • We have an option for a 90 minute delivery within zone 1 & 2 for London. (cut of time for same day 90 minute delivery is 15:00) The charge for this service is £40.
    • If you are oversees we can arrange a courier to delivery your card, this can take up to 10 days depending on where you are in the world and subject to any custom or flight delays, we can however provide an expected date of delivery. The charge for this is £60

     

  • What is a currency card?

    A currency card allows you to load funds from your bank account onto a separate payment card to spend on your holiday. The card works in the same way as a debit card, but is not connected to your bank account. There is no overdraft facility and no credit check. This means you can accurately manage your finances whilst you travel the world. 

    For more information on Caxton FX currency cards please click here

  • Will my PIN on my secondary card be the same as my regular card?

    Your secondary card will come with its own unique pin which can be viewed online via the website or app once activated. You can Change your PIN at any UK ATM that accepts MasterCard.

  • What is a secondary card?

    This is an additional card which is linked to a singular Caxton account, but registered under a different name. A secondary card allows the fund from a single account to be shared across multiple currency cards.

  • Will a secondary card need its own Caxton account?

    No. Although you need a different email address to register, the purpose of a secondary card is to link more than one card to the same account and funds.

  • Can I have more than one additional card?

    Yes. You can have one primary card and multiple secondary cards.

  • How do I apply for a secondary card?

    If you have a Caxton FX MasterCard you can order a secondary card by logging on to your online account. From here, select ‘Get a secondary card’ under the "Currency Card" section on the left-hand side menu. You will need to provide a separate email address from the one registered to your Caxton account, as this acts as the new cards’ Account ID. Once ordered, please allow 3-5 working days for delivery. Secondary cards are no longer available on Visa cards.

  • How do I load money onto my card?

    To load or top up your Caxton FX card, simply click here. Once there, you will be asked to log into your account. You will need to put in your registered email address. followed by your password. Once logged in to your account, ensure the Currency Card tab is selected, and from there choose the “Load Card” option from the Left side bar menu. From here you can select the currency you wish to buy and calculate your exchange rate. Continue through to the payments page. If this is your first load you will need to select the "New Debit Card" option. Once you click Continue you will be able to input your card details. Once you have confirmed payment your bank will verify the transaction and you will be sent a confirmation email once the payment has been processed. You should see your new funds straight away in your account.

  • Problems activating your new card?

    If you have visited www.caxtonfx.com/activate and followed the instructions you received with your card and you still can't activate your card, please call the card services team at 0333 123 1812.

  • How do I apply for a currency card?

    Go to https://myaccount.caxtonfx.com/Account/Register and select the option “Apply for a currency card”. Then fill in your details on the right hand side (make sure your address is the same as the one registered to your bank account) and click “Create your account”. It’s that simple! Once this is done your card will be on its way in the post to you and will arrive within 3-5 working days. 

  • How can I order a new card?

    You can apply for a Caxton FX currency card here

  • How do I get a card?

    You can apply for a Caxton FX currency card here

  • Why do I need a secondary card?

    Secondary cards are perfect for anybody who wishes to spend money from the same account using multiple cards. This can apply if you would like to share an account with your partner, or if you have a child under the age of 18 travelling overseas who needs their own card. 

  • Where do I apply for a currency card?

    You can apply for a Caxton FX currency card here

  • Which card should I choose?

    Caxton FX now has a single MasterCard which combines and replaces our previous Global Traveller, Euro and Dollar Visa cards. For all new customers applying for a card, this will be the only available option. The new Caxton FX MasterCard allows customers to load their card with Sterling, Euros, Dollars and any of the other available currencies at any one time, enabling you to spend your money all over the world, with zero fees.

    You can apply for a Caxton FX currency card here

  • When will my card arrive?

    Once a successful card load has been made we say to allow 3 - 5 days for the card to arrive, however the cards are sent via first class mail and usually arrive before then.

  • 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.

  • How do I report my card 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.

  • My card was captured by a cash machine. What should I do?

    Please call our customer service telephone line on 0333 123 1812 or +44 20 7201 0526 from outside the UK.

  • How to add a new debit card

    To add a new debit card to your account please follow the steps below:

    1- Log into your account and go to 'My Debit Cards' and delete any old debit cards - (you can only have 2 registered at a time)
    2 - Click 'Add Debit Card’
    3 - Enter your card details
    4 - Click ‘Submit’
    5 - You will then be redirected to your bank and will need to complete your banking password
    6 - You have now added your debit card*

    *Please note that the success of adding a debit card is subject to an address check and successful completion of your banking password.

    Please be aware you cannot load via the app until you have made a card load online.

  • How do I unblock my currency card?

    If your card has been blocked we believe it is because someone has been using your card in suspicious or dishonest circumstances. To unblock your card please call customer services on 0333 123 1815 or +44 207 235 3435 if dialing from outside the UK.

  • I have applied for a card – how long will it take to arrive?

    Once your application has been approved, please allow 3-5 working days for delivery.

  • How much does it cost to apply for a card?

    Nothing! It is free to apply for a card.

  • Are there charges for using the card in the UK?

    There are charges for using your Caxton card in the UK. You can view a full list of all charges and limits here.

  • What products do you offer for businesses?

    If your employees primarily need access to US Dollars or Euros then the US Dollar Business Traveller Card or the Europe Business Traveller Card are the best cards to use. These cards can be loaded at any time such as when rates are attractive to hedge your travel expenditure. If you would like the convenience of having one card that will work anywhere we will issue your employees with a sterling-based Global Traveller which can be used worldwide.

  • Are there charges for using currencies that are not held on the card?

    When you use a currency that is not held on the card, your card will automatically use whichever currency is on the card and convert that into the local currency. Caxton FX does not charge any fee for this, the exchange rate will be calculated at 2.49% from the interbank rate.

  • What fees are there when you load the card?

    Caxton does not charge you to load or reload the card, irrespective of the amount loaded.

  • 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.

  • How do I refund my money from my card to my bank account?

    To refund your full balance from your Caxton FX MasterCard, simply log into your Caxton Account and select the “Currency Cards” tab. From there, click on “Redeem balance” on the left side menu. You can also send us an e-mail using the Contact us facility on the website, or contact us by telephone on 0333 123 1812 from the UK or +44 20 7201 0526, requesting redemption and indicating the amount to be redeemed.

  • What do I load if I cannot load the currency I want onto the card

    If the currency you want to load is not available to load directly onto the card we would recommend loading GBP (Great British Pounds) on to the card, the card will then convert to local currency at the time of the transaction.

     

    When paying overseas always choose to pay in local currency never chose to pay in GBP as you may receive the merchants exchange rate which is normally poorer.

  • Is there a fee for canceling my card?

    There is no fee for canceling your card. 

  • How do I cancel my card?

    You can cancel your currency card at any point. If you do cancel your card we will immediately block the 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 canceled. 
    You can cancel your currency card by sending us an email at info@caxtonfxcard.com 
  • Can secondary card holders access primary card holders information

    No. Unless they have the account number or log in email address and pass word, a secondary card holder cannot access primary card holders information or account.

  • Can I come to your office and collect the card?

    Unfortunately not. The fastest and easiest way to receive your Caxton FX card is to order it online via our website

  • Will I be charged if I load the card on holiday?

    Caxton FX will not charge you to load the card wherever you are in the world. Be aware though that the Caxton app uses data which may incur a cost.

  • Where can I use my card to buy things abroad?

    Check for the MasterCard logo, which is usually displayed prominently. If you do not see the MasterCard logo, ask if the card is accepted.

  • Can a Business cardholder reload the card themselves?

    No, Caxton FX Business Traveller cards can only accept funds from companies. However a cardholder can take out a personal Caxton FX currency card by applying online

  • Where does my money go when it is refunded from my card?

    Your money will be refunded back into your UK bank account that is registered with your account. This will be the same account that you used to load your card.

  • Where can I use my card?

    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.

  • Which card type is most appropriate for our business?

    If your employees primarily need access to US Dollars or Euros then the US Dollar Business Traveller Card or the Europe Business Traveller Card are the best cards to use. These cards can be loaded at any time such as when rates are attractive to hedge your travel expenditure. If you would like the convenience of having one card that will work anywhere we will issue your employees with a sterling-based Global Traveller which can be used worldwide.

  • What kind of card will be sent to me after I apply for one?

    If you are applying for a new Caxton FX card you will be issued a Caxton FX MasterCard.

  • How many times can I use my card in a shop?

    You can use your Caxton card up to 20 times in shops over a 24 hour period. Happy shopping! You can view a full list of all charges and limits here.

  • What fees are there when you buy something on the card abroad?

    There are no fees for using your card to purchase something overseas. However, if the payment is processed in the UK, the £1.50 domestic fee will be applied - see our list of full charges here: https://caxtonfx.com/currency-cards/how-they-work/ We would always advise to check how the merchant may bill you for an online transaction to avoid this potential charge.

  • How much can I put on one card?

    The total value depends on the currency that is loaded. You can view a full list of all limits here

  • Will I receive interest on the money on my card?

    Unfortunately we are not able to offer interest on any funds loaded onto your Caxton FX Visa or MasterCard.

  • Can I load different amounts of currency onto the card?

    You can load up to 15 different currencies with different amounts onto a card. A full list of limits by currency is found here

  • Is there a fee for a stolen or lost card?

    There is a £5.00 replacement fee for any damaged, lost or stolen cards.

    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.

  • How soon after opening a business account will the card arrive?

    Your Caxton FX Business Traveller cards will take 5 working days to be embossed and delivered.

  • Can I still apply for a Visa card?

    No. Unfortunately we are no longer issuing Visa cards. We currently only issue MasterCards.

  • Can I put a temporary hold on a Business card?

    Yes, please contact the Business Cards team on 0207 201 0528.

  • How do I cancel a Caxton FX Business card?

    Please contact the Cards team on 0207 201 0528.

  • What is the minimum amount of money I can refund from my card back to my bank account?

    There is no minimum amount of money that you can refund back into your bank account. However, keep in mind that there is a refund fee of £1.50, so any amount under this will not be able to be refunded.

  • How much can I take out of an ATM on the 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 here.

  • What happens if a cardholder tries using a card with insufficient funds?

    If the available balance is lower than the transaction amount the transaction will be declined.

  • Why do I have a negative balance on my card?

    Sometimes your card may show a negative balance. In this case please wait up to 24 hours for card balances to be updated. If you are still seeing a negative balance after this time, call customer service on 0333 123 1812 or +44 207 201 0526 if you’re phoning from outside the UK.

  • If I refund all the money that is on my card back into my bank account, will my account close?

    No, your account will not close. 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. 

  • I would like to speak to a Business Card team member. What is the number to call?

    Please contact the Business Cards team on 0207 201 0528.

  • What will happen once my MasterCard expires?

    We will notify you when your card is due to expire and will send you a new one in the post.

  • What documentation is needed to open a Caxton FX Business Traveller card account?

    The card application forms should be signed by a Director (or Partner, or Trustee depending on the type of organisation) and we may ask for further documents depending on the structure of the company.

  • I only have a currency card. Why can I see Money Transfer on my account?

    The new Caxton FX account combines the Currency cards and Money Transfer components into a singular streamlined account. Regardless of if you only use your Currency card or Money Transfer you will still see both options available and ready for use.

  • How can I check my balance?

    You can check your card balance in the UK and abroad at any ATM however there is a charge of 0.30 GBP equivalent for this, you can however check your balance for free either by logging into your currency account online and clicking on the “Currency Card” tab in the top left of the screen or by checking via the Caxton app and lastly you can always contact us directly to check your balance.

  • How can I access my transaction history?

    If you have a new Caxton FX MasterCard you will be able to access your transaction history. Simply log into your account, select the “Currency Cards” tab and click on “Transaction History”. From here you will be able to see all transactions made on your card over the past month.

  • Are there any fees associated with withdrawing my money from an ATM in the UK?

    You will be charged a flat fee of £1.50 to withdraw money from a UK bank account. This applies to both Visa and MasterCard customers. The ATM provider may also apply their own exchange rate to the transaction. 

  • Can you refund a portion of your money and keep the rest on your Caxton card?

    If you wish to only redeem part of your balance, you will need to contact us Via phone or email.

    Please note if there are any pending transactions on your account we will be unable to process a refund until these are settled.

  • I have received the cards. What is the next step?

    All your employees need to do is obtain their PIN and log in online to activate their own cards. The online portal will give them access to their balances and transaction history. Details on how to log in online are on the letter the card comes glued to, or see the "How do I obtain my PIN?" section below. As the Administrator you will also be able to activate, load and view all balances and transaction histories on your online platform. 

  • Our contact details have changed, what do I need to do?

    Please contact the Card team on 0207 201 0528.

  • Why did I receive a new MasterCard that I did not apply for?

    We are no longer issuing Visa cards, which means once your current Visa card expires we will send you a new MasterCard in its place. This card will combine and replace all your previous cards so you’ll now only ever need to use one Caxton FX card.

  • How many times can you get cash out at an ATM ?

    You can visit an ATM twice in any 24 hour period and you will only be able to withdraw £300 or the currency equivalent. You can view a full list of all charges and limits here.

  • Can I have the funds returned to our Business account?

    Yes, funds can be redeemed by the administrator at any time and funds will only be returned to the loading source.

  • Is my money safe?

    The Card is an e-money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the Card. This means that in the unlikely event that Valitor hf. becomes insolvent your funds may become valueless and unusable and as a result you may lose all of your money.

    Valitor hf. ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Card. In the event that Valitor hf. becomes insolvent, funds against which Valitor hf. has already issued electronic money are protected against the claims made by creditors.

  • What currencies can I have?

    The new Caxton FX MasterCard allows you to hold up to 14 currencies on a single card, not including Sterling.

    The full list includes:

    -          Euro

    -          US Dollar

    -          Swiss Franc

    -          Canadian Dollar

    -          Australian Dollar

    -          NZ Dollar

    -          South African Rand

    -          Japanese Yen

    -          Hong Kong Dollar

    -          Polish Zioty

    -          Swedish Krona

    -          Danish Krone

    -          Norwegian Krone

    -          Hungarian Forint

    For more information about the currencies you can load onto your card, visit https://www.caxtonfx.com/currency-cards/why-use-a-currency-card

  • Can I get insurance discount with the card?

    Caxton Plus is available exclusively for card holders and offers worldwide assistance and insurance for you and your family, find out more.

  • How are the Business cards loaded?

    The Card Administrator can log in to their online platform at www.caxtonfx.com/login and follow the instructions to load the cards via debit card. Alternatively it is possible to send in a BACS transfer. Please contact the Business Card team on 0207 201 0528 for details.

  • Can I use my MasterCard in ...

    There are an amazing 35 million outlets worldwide where your MasterCard is accepted. These include shops, restaurants, ATMs and online. Check for the MasterCard logo, which is usually displayed prominently. If you do not see the MasterCard logo, ask if the card is accepted.

  • Do I have to update my personal details if they 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.

  • Should our cardholders use the Caxton FX Business Traveller cards for security deposits?

    No. It is best to use the Caxton FX Business Traveller card to pay for hotels and car hire, but to avoid security deposits which will reduce the available balance on the card. It is best to use another card when checking in to a hotel, or when leaving a deposit when renting a car. This is because a security deposit hold can be in place for up to 15 days and will temporarily decrease the available balance on your Caxton FX card.

  • How do I start using my new MasterCard?

    Once you have received your new MasterCard you can activate it at caxtonfx.com/activate. 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. Once this is done, sign the back with a ballpoint pen and you’re ready to go!

  • How long does it take for the funds to be applied to the cards?

    Debit card loads are almost instant and when funds are sent by bank transfer we credit the cards when the funds have been received.

  • What happens when a Caxton FX Business card expires?

    All cards will be valid for 2 years. When they expire we will issue you with a replacement card only if you let us know one is required. You will be contacted by email at your registered email address one month before expiry and you will be required to re-confirm the details of the cardholder.

  • How can I update my address and what information do you need?

    To update your address, you simply need to log into your account online and click 'Manage Account' in the top right hand corner. An address change can take up to 24 hours to be approved (this maybe longer over the weekend)

    If we require documentation to support your address change the following is acceptable as long as it is showing your name and address and dated within the last three months:

    gas, electricity or water bill
    council tax bill
    home telephone bill (not mobile)
    bank statement (not credit card)

    Please emails these to addresschange@caxtonfx.com from your registered email address

  • I cannot find an ATM, are there any online tools to help?

    Yes, a list of all nearby ATMs can be found at https://www.mastercard.us/en-us/consumers/get-support/locate-an-atm.html

    Your Caxton card should work at any ATM that displays the MasterCard logo.

  • What is the complaints procedure for Caxton FX Business Cards?

    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 our 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

  • How to update my personal infomation

    To update your personal information such as your address, phone number and contact email you can do this yourself via the online system. Once logged into your account in the top right hand corner click 'Manage Account'

    Please note an address change can take up to 24 hours to be approved if documentation is required.

    If you need to update your name, please send in a copy of your marriage or deed poll certificate to info@caxtonfxcard.com

    If you need to update your email address/username please email info@caxtonfxcard.com from your current username.

  • Will I be charged abroad to take out money?

    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.

  • What fees are there when you visit an ATM abroad?

    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.

  • What is the limit on ATM withdrawals?

    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 here

  • Is there a fee to pay in local currency?

    Always choose to pay in the local currency to avoid Dynamic Currency Conversion (DCC). If the merchant carries out the transaction in sterling they will have used their own exchange rate and this could be unfavourable. You should check the payment terminal and if the amount is shown in sterling, you should ask to have it changed.

  • Can I pay for faster delivery?

    Unfortunately not. All cards are already sent first class.

  • Are there any fees associated with refunding my money?

    You will be charged a flat rate of £1.50 to refund your money from your Caxton account back into your bank account. This applies to both Visa and MasterCard users.

  • Can my money be refunded into a new bank account or does it have to go back to the original one?

    Your money will be refunded back into the original bank account from which you loaded your money. From here you can transfer it into an alternative account.

  • How long will my money take to come back into my account?

    Your money will take approximately 3-5 working days to come back into your bank account.

  • Do I receive a paper statement?

    No. However, you can view your current balance and transactions online free of charge on the https://myaccount.caxtonfx.com/account/login website.

  • What is a pending transaction?

    A pending transaction is when a transaction has been flagged as not yet being confirmed, or posted. Pending transactions will show up in your overall balance but not your available balance. 

  • Can I see my full transaction history?

    No. You will only be able to see a transaction history from the most recent month.

  • When given the choice between paying in Sterling and the local currency, what should I choose?

    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.

  • Should cardholders be paying in sterling or local currency when given the choice abroad?

    Always choose to pay in the local currency to avoid Dynamic Currency Conversion (DCC). If the merchant carries out the transaction in sterling they will have used their own exchange rate and this could be unfavourable. Your cardholders should check the payment terminal, and if the amount is shown in sterling, they should ask to have it changed.

  • I want to complain

    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.

  • Can I receive a statement?

    No. However, you can view your current balance and transactions online free of charge, all you need to do is log into your account. 

  • What is today’s exchange rate?

    You can see Caxton FX’s real-time exchange rates by clicking here: https://www.caxtonfx.com/

  • I've just received my Caxton FX card, can I top up immediately via the app?

    If you applied for and made the initial load via the app then you can immediately add further funds. If for some reason you did not complete the initial load or have removed your debit card via the website, you will need to register a debit card via the website.

  • My PIN won’t work with my card. What do I do?

    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.

  • I have a Caxton FX business account. Can I use the app?

    Not at the moment. The Caxton FX app is currently only available for personal cardholders. We will be developing an app for Business cardholders in the near future and we will keep you updated.

  • Can I set up a Business account for currency cards?

    Please call our Corporate Cards team who will be happy to help on +44 207 042 7603

  • What charges are there for Business Cards?

    Full details of fees and charges are available here

  • What fees are there for Business Cards?

    Full details of fees and charges are available here.

  • Which currencies are available on Business Cards?

    We offer 3 different cards on Business accounts. We have a Global Traveller, Europe Traveller and Dollar Traveller.

    For full details please call our Corporate Cards team who will be happy to help on +44 207 042 7603

  • What are Caxton FX Business Traveller cards?

    Caxton FX Business Traveller cards are prepaid cards that help you to effectively manage your employees overseas travel expenses, by loading the required currency before they leave. There are no setup or management fees and there is no cost to issue cards. Cards are embossed with the employee's name and the name of your company.

  • Where can the Caxton FX Business Traveller cards be used?

    Anywhere that accepts MasterCard, including ATMs, shops, restaurants, online or on the telephone.

  • Can the Caxton FX Business Traveller cards be used in the UK?

    Our cards are designed to be used overseas, but will work in the UK. Please refer to our Terms and Conditions for the fees associated with domestic use of the cards.

  • What happens if an item purchased by a cardholder needs to be returned?

    Each retail store has its own return policy and will handle the returns in the same manner as any other Visa transaction.

  • Can Caxton FX Business cardholders withdraw cash from ATMs?

    Yes, they can withdraw up to £300, €500 or $750 with a maximum of two withdrawals per 24 hours.

  • Where can I access all of my business cardholder’s recent transaction information?

    You can login at https://myaccount.caxtonfx.com/account/login or by clicking on "login" at the top right of the page and use your registered email address and password provided to you at the time of sign up. If you are having trouble signing in please contact the Business Cards team on 0207 201 0528.

  • Can my cardholders log in to check their individual balances?

    Yes, by clicking on "login/activate" at the top of the page. They will have been allocated an Account ID and have set their own password when they activated their cards. Should they have forgotten either their password or Account ID they can retrieve them by using the links on the login site

  • Can I transfer money between Business cards?

    Yes, please contact the Business Cards team on 0207 201 0528.

  • Do balances on Caxton FX Business Traveller cards attract interest?

    No interest is earned on funds loaded on currency cards.

  • Is there any minimum or maximum load limits via the app?

    The minimum and maximum load on your Caxton Currency Card is £100 minimum load (£50 via the website) and a maximum single load of £12,000. Your initial load when registering for a card is £10 which must be completed online.

  • What features does the Caxton FX app have?

    The Caxton Mobile App offers the following features:

    Access on the go

    Access to real time exchange rates

    Register for a card via the app

    Load card using your debit card

    Purchase Buy Back Guarantee on purchased currencies

    Instant PIN access

    Activate your card

    Control of currency

    Lock in the rate on any of 15 major currencies

    View real-time and historic transactions

    Switch currencies, see balances in any currency

    Block a card instantly

    Activate a Caxton currency card

  • What is the Caxton FX app?

    The Caxton Mobile App compliments our currency card perfectly. It will allow you to register, load your card, check your balance, view transactions, and see your PIN number.   

  • Do Caxton FX currency cards work in Greece?

    The Greek government has placed capital control onto the banks in Greece. This means that  Greek bank account holders €60 a day from ATMs.

    The Caxton FX currency card does not have these limits and you will be able to withdraw cash freely from the ATMs. This is dependent on any queues and the availability of the cash in the ATM itself.

    Transactions at point of sale should also work as normal. 

    The FCO has suggested that “you should take more than one means of payment with you (cash, debit card, credit card).” Whilst your Caxton FX currency card will be free to use in Greece, you can also take advantage of our travel cash service to take some emergency cash to cover any unexpected delays or unforeseen circumstances. You can order cash here.

  • 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.

  • What if I get my PIN wrong?

    You get three attempts at using your card before a block is placed due to the incorrect PIN being used, if you have used your card three times or more please call our customer service telephone line on 0333 123 1812 or +44 20 7201 0526 from outside the UK, or you can email Info@caxtonfxcard.com. If you havent used your card three times with the wrong PIN your card will not be blocked. You will just need to confrim the correct PIN via the App or website.

  • How to make a Money transfer

    To make a money transfer from the online system. Simply log into your account online or click here and click the 'International Payments' tab along the top of the page.  Or you can call our traders on: 0333 123 1815 - Helpdesk open: Monday - Friday 08:00 - 18:00

    Please note the Currency Card and Money transfer products are separate. Funds on the Currency card cannot be used for a Money transfer and funds in money transfer (currency bank balance) cannot be loaded onto the card.

  • What is the FX mark up

    You can use your card in a country where you are unable to preload the local currency you will need to load your card in Sterling. When you use your card overseas we will use the MasterCard settlement rate and an FX mark up of 2.49% to exchange the funds.

    With regard to the FX mark-up, the 2.49% relates to the margin we apply to the MasterCard settlement rate when converting your sterling into local currency.

    For example:

    - assume that the £ to € MasterCard settlement exchange rate is £1 = €1.25

    - converting £10 would yield €12.50 and, with the 2.5% differential, £10 = €12.1875

    Naturally, whilst the yield is lower than that represented by the MasterCard settlement exchange rate, it tends to be better than that offered by the banks.

    Your card is loaded in sterling and those funds are not converted to the local currency until you make a purchase or an ATM withdrawal. The 2.49% margin is charged at that point since the transaction occurs in a currency different to that which is on the card.

  • How does the lounge access work?

    All you have to do is show up at No.1 Traveller lounges, located in Heathrow Terminal 3, Gatwick, Birmingham, and Edinburgh and show your Caxton FX card upon arrival for up to 40% off.

  • Is the app secure?

    Our app is password protected, setup to use Touch ID and hosted on a secure server. So if you happen to lose your phone, no one will be able to see how much you have on your currency card or what you've spent your holiday money on. No account information is stored on the handset itself.

  • Can I use Chip and PIN outside the UK?

    Yes, in fact it's vital that you know your PIN when travelling outside the UK. Chip and PIN has already been introduced in many countries and in some you may not be able to make a purchase without your PIN.

    You can use your card wherever you see a MasterCard sign.

    In countries that have not yet introduced Chip and PIN, you will still be asked to sign a receipt to confirm your purchase.

  • Can I use the Caxton FX app offline? Do I need roaming switching on?

    The app will display the rates it last accessed and will update when there is a data connection. When loading your card you will receive the current Caxton FX exchange rates as displayed on the Caxton FX website. 

    Please note that you will only be able to log in when offline, if you have selected the option to stay logged in and have a set a PIN.

  • Dynamic Currency Conversion (DCC)

    This is a process imposed by the merchant or ATM provider and not by Caxton FX.

    The merchant or ATM should ask you if you wanted to pay in the local currency. When processing a transaction in sterling on your card, the retailer or ATM converts the transaction in your home currency with the intention of providing the exchange rate and, generally, you will lose out.

    In order to avoid this happening, please check the payment or ATM screen or ask the merchant for the currency in which the transaction is being processed. If the value you are shown is in sterling, please ask that it be changed to the local currency to avoid DCC. You can find more information here

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