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Here you will find answers to the most frequently asked questions.

MyPocket account operations

In the MyPocket App, on the main screen, please click on the top left end icon and select “Account details”. Please then download the PDF file and print it.

In the MyPocket App, on the main screen, please click on the top left end icon and select “Account statement”. Please then download the PDF file and print it.

If your beneficiary already has MyPocket, please use the service Pocket to Pocket: Instantaneous and free transfers to any MyPocket member anywhere in the world (tab Transfer, Pocket to Pocket).
If your beneficiary does not have MyPocket:

  • Please invite him or her to join MyPocket
  • for bank transfers in Europe: use the option Pocket to Bank: Free money transfers inside the European Union but with a delay of 24 to 48 hours (tab Transfer, Pocket to Bank)
  • for other international transfers: use the Pocket to World option: tab Transfer, choose Pocket to World.

À l’heure actuelle, il n’est pas possible de payer dans des caisses automatiques de stations service ou de péages autoroutiers, ainsi que sur des sites de jeux ou de rencontres avec votre carte MyPocket. En cas d’essai de transaction de ce type, 0.10€ ou £0.10 de frais de rejet de transactions vous seront prélevés.

Ces systèmes bloquent en effet la somme maximum autorisée durant 30 jours et vous pénaliseraient pour vos dépenses quotidiennes, raison pour laquelle ce type de paiement n’est pas possible.

Please contact the customer service by writing to support@mypocket.io or call the customer service on
01 86 26 93 35.

Please first check that your balance is sufficient, that your beneficiary’s bank information has been well filled in, that your card is not locked and that you did not reach the upper limits of usage of your account.
Then, if there is another issue, please contact the customer service by writing to support@mypocket.io or call the customer service on +33 1 86 26 93 35.

The incoming EUR bank transfers are handled only from Monday to Friday on working days (at any time of day or night).
The incoming GBP bank transfers are usually handled all the days, from around 00:30 to 8:30pm UK time.
MyPocket cannot receive SWIFT transfers so every incoming SWIFT transfer would be returned back to the sender.

The outgoing EUR bank transfers are handled only from Monday to Friday until 2:30 p.m. each day, and generally arrive within 24 or 48 hours on a working day.
The outgoing GBP bank transfers are handled during business days only from Monday to Friday, from around 00:30 to 5:45pm UK time. They are usually delivered in some hours.

If a transfer you are waiting for is not yet credited, there are several possible reasons:

  • either it has simply not arrived yet
  • or it exceeds your unit load limit. This limit is set at a maximum of €2,000 or £1,700 per load with the free access, and €3,000 or £2,600 maximum per load with the premium access
  • or the total amount of your loads would exceed your monthly limit with this additional transfer.
You will find all information on loading limits here

Warning: If you receive a transfer that exceeds your load limit, it will be rejected and returned to the sender. Please take care to respect your loading limits.

You may have entered an incorrect 3D secure code 3 times. In this case, please contact the customer service by writing to support@mypocket.io or call the customer service on +33 1 86 26 93 35. As a reminder, please note that online gambling and adult or escort websites are not authorised

This is a security measure to prevent frauds. It’s called 3D secure technology

If you have not provided your proof of Identity yet, you have still the opportunity to change this information. In the other case, please contact the customer service by writing to support@mypocket.io or call the customer service on +33 1 86 26 93 35.

Please contact the customer service by writing to support@mypocket.io or call the customer service on
01 86 26 93 35

Sorry, we are not yet able to offer this service

Sorry, we are not yet able to offer this service

Sorry, we are not yet able to offer this service

Sorry, we are not yet able to offer this service

Please contact the customer service by writing to support@mypocket.io or call the customer service on
+33 1 86 26 93 35.

The MyPocket card can be used anywhere in the world where the Mastercard network is present. However, there are some restrictions on its use:

  • Payments at automatic pay stations (petrol stations or tolls) as well as on game or dating websites are not permitted for now with your MyPocket card. In case you try any of these transactions, you will be charged 0.10€ or £0.10 depending on your account's currency.

    These merchants indeed block the maximum authorized amount for 30 days which would hamper you for your daily expenses, thus we decided to forbid the payments to these types of merchants.
 
  • We are currently unable to offer card payment or ATM withdrawal services in the following countries:
      Nigeria, Benin, Ivory Coast, Togo, Ghana, Senegal, Colombia, Burkina Faso.

    This is a restriction imposed by our card issuer, PFS Card Services (Ireland) Limited (PCSIL). The MyPocket Prepaid Mastercard is issued by PCSIL under licence from Mastercard International Incorporated.
    For further information on this subject, please contact PCSIL: https://prepaidfinancialservices.com/en/contact-us.