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Frequently Asked Questions

All of your frequently asked questions.

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I have a question about my Caxton Currency Card

How do I load money onto my card?

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

What currency can I load onto my card?

Choose from the following:

  • GBP GB Great British Pound
  • EUR Euro
  • USD US Dollar
  • AUD Australian Dollar
  • CAD Canadian Dollar
  • CHF Swiss Franc
  • NZD New Zealand Dollar
  • HKD Hong Kong Dollar
  • DKK Danish Krone
  • ZAR South African Rand
  • JPY Japanese Yen
  • SEK Swedish Krona
  • HUF Hungarian Forint
  • PLN Polish Zloty
  • NOK Norwegian Krone

 

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

We would recommend loading GBP onto your card. You do not need to do anything else, the conversion will take place when you make a transaction.

What FX rate will I get for these transactions?

The exchange rate is worked out based on the Mastercard settlement rate + a spread of 2.49%. In other words, the rate will work-out to be 2.49% below the MasterCard Settlement rate at the time the transaction settles.

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

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

Can I load GBP 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. 

Fees, Charges & Limits in GBP

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

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 0.30
Available balance enquiry - online Free
PIN reminder* Free
Card renewal Free
Card replacement fee - damaged/lost/stolen 5.00
Redemption processing fee 1.50

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

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

Who can load money onto my card?

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

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

Once loaded, funds will normally be available within minutes.

How do I know what exchange rate I will get?

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

Do you charge for ATM withdrawals when overseas?

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

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

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

Why is my card not working at an ATM?

If your card has been rejected by an ATM and you haven’t tried withdrawing more than the limit, and you have got your pin correct your ATM withdrawal may have failed as the ATM was not able to read the card. This does happen from time to time. We would recommend using a different ATM.

Why have I been charged for an ATM withdrawal?

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

How do I avoid being charged for an ATM withdrawal?

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

Why is my card is not working at a store/ restaurant?

If your card is not working in a shop or in a restaurant it could be for a few reasons:

  • Incorrect pin.
  • Insufficient balance.
  • The shop or restaurant’s card terminal is offline- this means that the payment would not be authorised as we don’t know if there is enough money on the card to cover the amount of the transaction.
  • Whilst a debit or credit card might allow the transaction to go through, we are unable to, as your Caxton card is a pre-paid card we need to see the authorisation amount to ensure that you have enough on your account to cover the cost of the transaction.

How do I check my card balance?

You can check your card balance by logging into your online account or the Caxton mobile app. Try to avoid looking at your balance at an ATM as you will be charged 30p.

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

If you are at an ATM or somewhere where the bill is presented in GBP rather than the local currency (ie. euros or dollars), always opt to pay in the local currency. 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 unfavorable, which may cost you money. Remember to check the payment terminal and if the amount is shown in GBP, and then ask that it is changed.

Why do ATM’s offer to bill me in GBP?

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

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

What 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. 

Can I use my Caxton currency card in the UK?

The card is not designed to be used in the UK. Any transactions in the UK will incur a £1.50 fee.

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

Only use your Caxton Card to settle the final bill. When a card is used for a security deposit, a block is put on the funds for the relevant amount on that card. Unlike a credit card your Caxton card holds a prepaid balance and the block will stop you from spending the deposit amount of your travel cash. A block can last for up to 30 days. Use any other card for the security deposit and your Caxton card when the payment transaction is required.

What is a pending transaction?

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

Why do I have a transaction which has been pending for more than 5 days?

The funds will remain on hold until the merchant settles or cancels the transaction, if they do not take any further action, the funds will be on hold for 20 days, and will be automatically released on the 21st day.

Can I cancel a pending transaction?

The funds cannot be released prior to this without express permission for the merchant. Should the merchant finalise this transaction and settle it in error you can dispute this transaction when you login to your account on the web (not in the app).

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?

2X withdrawal per 24 hours
Maximum withdrawal amount £300 total per 24 hours

What is a dispute?

A dispute is a situation in which you question the validity of a transaction that was done using your Caxton Card.

How can I dispute a transaction?

You can dispute a transaction under the “transaction dispute” feature once you've logged into your account on the web (not in the app). Using this feature, you can select the transactions you wish to dispute and provide us with the necessary details. Please be aware that you can’t dispute pending transactions. They can only be disputed once the transaction has cleared.

What type of transactions can I dispute?

You can dispute a transaction for a variety of reasons, including ATM non-dispense, ATM partial dispense, duplicated transaction, goods and services not received and fraud.

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

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

For all other types of disputes, it can take 55 days to resolve the dispute.

 

How can I keep track of my spending abroad?

You can track your spending by either logging into your account on the web 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.

How do I change the currency on my card?

You can do this using the switch balance feature on the app or via a desktop version of the website. Just select how much of an available balance you would like to switch into another currency.

Can I add a secondary card to my account?

You can order Secondary Cards once you've logged into your account on the web (not in the app). Under ‘My Currency Cards’ you will see a button for Secondary Cards. Once you have ordered it, the card will be sent to the address registered on the account and arrive in the post within 5 days.

Why would I need a secondary card?

You can give a secondary card to a family member or a friend. You can also take a secondary card out in your name to have as a backup card. Handy for those emergencies.

How many secondary cards can I have?

You have up to 5 secondary cards on the account.

Will the secondary card have a separate balance?

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

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

You can redeem the funds on your currency card at any time. To do so, please log in to your account on the web (not in the app) and click ‘Redeem balance’.

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

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

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

Will I earn interest on my Caxton Card balance?

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

Do I receive a paper statement?

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

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

If your address, phone number or email address changes, you must let us know as soon as possible by logging into your account on the web (not in the app) 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.

Why have I been asked for proof of identity/ address?

Sometimes we aren’t automatically able to verify your identity. In such cases to comply with anti-money laundering regulations we will ask you to provide proof of identity or address.

How do I cancel my card?

You can cancel your currency card within 14 days of receiving it. If your card is cancelled, we will immediately block your card so it cannot be used. You will not be entitled to a refund of money you have already spent on any transactions or any fees for use of the card before it is cancelled. You can cancel your currency card by sending an email to us.

How do I add a new debit card?

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

How do I update an expired debit card?

Login to your account, navigate to 'My Debit Cards' - delete the expired card, and add a new one either by clicking "Add Debit Card" or select "Add New Card" when loading or making an international payment.

How do I get my PIN?

You can get your PIN online after logging in to your account or via the mobile app (click “Cards” and then “View 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 in the mobile 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. Alternatively, you can block your card via the mobile app.

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

What if there are transactions that I don’t recognize?

We would recommend raising a dispute for the transactions that you don’t recognize. You can do this by logging into your account and selecting the “transaction dispute” feature.

Got some feedback for us?

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

What Plan currencies can I setup?

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

Can I set up more than one Travel Savings Plan?

Not at present.

What does it cost?

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

What exchange rate will I get?

During the online set up process, a quote will be generated based on the details you provide – the currency, the duration and the amount. The exchange rate will be shown during the setup process along with the monthly plan payments to meet you Plan requirements.

How long will the quote last?

The quote is based on Caxton’s live exchange rates and will expire after 5 minutes; you will be alerted to this on screen.

How much can I save for?

You can set up a Travel Savings Plan for the currency equivalent of between £1,000 and £10,000.

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

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

If the amount to be loaded to your Caxton Card breaches your Card limit, then we load as much as possible leaving the remaining held in a pending state for your future use.

If your plan finishes on a weekend or on a bank holiday the funds will be added to your card the next working day.

Can I make changes to my Travel Savings Plan?

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

What happens if I need to cancel my Plan?

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

You will have the option to;

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

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

How do I cancel my Currency Savings Plan?

If you need to cancel your Plan, then please contact us in the first instance. Charges are due if you cancel your Plan.

What are the cancellation charges?

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

  • Administration fee £50
  • Reversal Loss.

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

For example; if your plan amount is EUR6,000 and you cancelled after paying for EUR2,000, then if you chose to receive the EUR2000 the Reversal Loss would be calculated on the EUR4,000. If you choose not to receive any of your plan value then the Reversal Loss would be calculated on the full amount of EUR6000.

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

Do I receive interest payments?

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

Can I get early access or draw down my Savings?

No, you will get access to your currency at the end of the plan period. If you need to change the Plan you will need to cancel it and pay the cancellation costs. In the first instance please contact us on 0333 123 1812 or at info@caxtonfxcard.com to discuss.

Is my money safe?

Your money is protected in one of two ways.

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

 

I have a question about the Caxton app

Where can I get the Caxton app?

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

Do I have the right version of the app?

Some users may find after downloading or updating the app that they still have an old version of the app on their phone. To avoid confusion, you should delete any older versions of the app. You’ll know if they’re an old version because the icon will look like one of these:

  

I want to change my debit card

Currently you cannot add or remove debit cards via the app. Please login to your online account.

How to block a Card

You can apply a temporary block to a Card via the Cards screen on the app. If you have more than one card, swipe to select the card you want to block and then tap the Block function. Please note you can only Unblock a card by contacting us; you can email us from your registered email address or call 0333 123 1812 or +44 207 201 0526.

How do I view my PIN?

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

How do I activate my new Caxton Card?

When you receive your Caxton Card, login to the app and follow the instructions; you will be able to capture the card details using your phone camera.

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

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

How can I check my transactions?

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

How do I swap between currencies?

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

Why do I see a negative balance on my account?

You will need to login to your account to check and see if this negative balance is in connection to a transaction that is pending on your account. This may appear if you have been billed in a currency that isn’t available on your card, for instance if you have loaded in EURs and the pending transaction is in GBP (this is called Dynamic Currency Conversion). When this pending transaction clears an adjustment will appear on your transaction history, showing how much we have debited from your available funds (e.g EUR) to pay for the transaction in another currency (e.g GBP).

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

I have a question about ordering cash

How do I order cash?

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

How do I receive my cash?

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

How long will delivery take?

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

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

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

Or request Saturday delivery (fee applies)

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

at any time on a non-Business Day

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

How much can I order?

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

Can I choose my delivery date?

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

What are the charges for cash delivery?

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

 

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

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

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

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

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

How do I know what exchange rate I will get?

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

Can I see a history of my cash orders?

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

Can I change or cancel my order?

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

How can I add a new debit card?

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

How do I update an expired debit card?

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

What happens if my cash isn’t delivered?

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

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

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

Can I have the tracking number for my order?

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

Can I have my order delivered to another address?

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

Who can sign for the delivery?

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

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

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

I want specific notes; can I request this?

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

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

No, we only offer a cash order delivery service.

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

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

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

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

What currencies can I order?

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


Currency

Code

Delivery

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

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

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

 

I have a question about the Travel Savings Plan

What Plan currencies can I setup?

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

Can I set up more than one Travel Savings Plan?

Not at present.

What does it cost?

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

What exchange rate will I get?

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

How much can I save for?

You can set up a Travel Savings Plan for the currency equivalent of between £1,000 and £10,000 .

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

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

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

Can I make changes to my Travel Savings Plan?

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

What happens if I need to cancel my Plan?

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

You will have the option to; -

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

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

What are the cancellation charges?

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

  • Administration fee £50
  • Reversal Loss.

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

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

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

Do I receive interest payments?

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

Can I get early access or draw down my Savings?

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

Is my money safe?

Your money is protected in one of two ways.

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

How do I cancel my Currency Savings Plan?

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

v080518

I have a question about International Payments

What rate will I get?

Log in to your Caxton 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. 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 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.

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, 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 services. If you wish to transfer currency over this amount, you can use our Telephone Transfer Service, by calling 0845 658 2223.

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

You can make an international payment in three simple steps. You can complete these steps in a matter of minutes.

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

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

What is a beneficiary?

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

How do I add a new beneficiary?

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

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

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

What currencies do you offer?

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

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

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

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

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

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

  • Euro currency will take two working days, after Caxton has received your Sterling.
  • All other currencies will take 3 working days, after Caxton 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 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 login 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 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 make money?

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

Is Caxton FX a regulated financial conduct company?

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

PSD2 - Financial Regulations Update

Glossary

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

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

 

PSD2 and Caxton

What is PSD2?

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

Why is the Payment Service Directive being implemented?

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

When are the new Regulations effective from?

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

What changes should I expect?

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

Corporate

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

Introduction of PISPs and AISPs

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

What is Caxton doing?

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

What do I need to do?

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

 

I have a question about Caxton Premier International Services

Who should I contact for assistance?

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

  • Monday to Friday: 08:00 to 18:00.

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

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

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

About your Account

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

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

Can I cancel my Caxton Premier International Services account?

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

How does the referral reward work?

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

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

What other benefits do I get?

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

I have a question about my Caxton Premier Mastercard

Loading my card

How do I load money onto my card?

As a Caxton Premier client, you can load your card in number of two ways

1 Load from your registered debit card online at www.caxtonfx.com or with the Caxton smartphone app.

  1. Load part of a currency transaction via your Account Manager. Please note this is limited to a maximum of 50% of the value of a currency purchase and is dependent on the card limits.

What currency can I load onto my card?

You can load and hold any of the following currencies on your card:

  • GBP GB Pound
  • EUR Euro
  • USD US Dollar
  • AUD Australian Dollar
  • CAD Canadian Dollar
  • CHF Swiss Franc
  • NZD New Zealand Dollar
  • HKD Hong Kong Dollar
  • DKK Danish Krone
  • ZAR South African Rand
  • JPY Japanese Yen
  • SEK Swedish Krona
  • HUF Hungarian Forint
  • PLN Polish Zloty
  • NOK Norwegian Krone

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

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

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

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

What are the fees and limits applicable to the card?

You can find a full list of all load limits below. Please note, although the below values are displayed in GBP, if your card is loaded in a different currency, your card will be charged in that currency.

PREMIER CARD FEES & CHARGES

GBP

Card purchase and Annual Fee1

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

0.30

Available balance enquiry - online

Free

PIN reminder2

Free

Card renewal

Free

Card replacement fee - damaged/lost/stolen

Free

Redemption processing fee

1.50

1 This excludes the Premier Service Account fee where applicable; see Caxton Premier International Services Terms and Conditions clause 1.1.

2 PIN reminder is available online on Your Online Account and on the App. If You change Your PIN at an ATM, Your Online Account and App will still show the new PIN.

Limits

GBP

Minimum load

50

Maximum single load

15,000.00

Maximum total available balance

15,000.00

Maximum number of loads per day

2

Maximum load amount per year

100,000.00

Maximum number of point of sale Transactions per 24-hour period

20

Maximum number of ATM withdrawals per 24-hour period

4

Maximum value of single ATM withdrawal (local ATM limits may be lower)

600

Maximum withdrawal amount in 24 hours at ATM

2,400

 

 

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?

As a Caxton Premier client you will need to login to your account online to view your preferential rates. 

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..

How do I check my card balance?

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

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

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

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

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

Do you charge for ATM withdrawals when overseas?

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

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

Can I use my Caxton currency card in the UK?

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

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

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

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

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

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 for yourself or your family. Login to your Online Account and under ‘My Currency Cards’ you will see a button for Secondary Cards. Once you have ordered it, the card will be sent to you and arrive in the post within 5 days. 

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

As a Caxton Premier client, you can unload all or some of the funds on your currency card in two ways.

  1. Unload from your card back to your Account’s currency balance via your Account Manager. There is a charge for this.
  2. Unload directly from your card back to your registered debit card. To do so, please either log in to your account and click ‘Redeem balance’ or email us.

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

Will I earn interest on my Caxton Card balance?

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

Do I receive a paper statement?

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

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

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

How do I cancel my card?

You can cancel your currency card within 14 days of receiving it. If your card is cancelled, we will immediately block your card so it cannot be used. You will not be entitled to a refund of money you have already spent on any transactions or any fees for use of the card before it is cancelled. You can cancel your currency card by sending an email to us.

How do I add a new debit card?

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

How do I update an expired debit card?

Login to your account, navigate to 'My Debit Cards' - delete the expired card, and add a new one either by clicking "Add Debit Card" or select "Add New Card" when loading or making an international payment.

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

Who should I contact for assistance?

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

  • Monday to Friday: 08:00 to 18:00.

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

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

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

 

About your Account

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

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

Can I cancel my Caxton Premier International Services account?

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

How does the referral reward work?

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

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

What other benefits do I get?

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