We are here to
answer your questions

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

Search results for:

No results were found for your search

It is important that you think about choosing your currency as you will not be able to change it later. If you plan on using your card in Europe, choose € (EUR). If you live in the UK or if you plan on using your card there, choose £ (GBP). All your fees will be taken in this currency and you will only be able to receive money in this currency.

For information on transaction costs (transfers, cash deposits…), click here or click on the ‘FAQ’ menu and click on ‘Prices’.

If one of your banking transactions fails (lack of funds on the account, purchases not supported by the card...), you will automatically be debited €0.10 or £0.10

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.

The first MyPocket card is free. However, to receive a new card, you will need to apply to us at support@mypocket.io attaching a photo of yourself with a piece of ID near your face. 10€ or £10 will be automatically deducted from your account.

Please note: if your account is inactive, i.e. there have been less than 6 transactions in 60 consecutive days, you will receive notifications to warn you and then you will be debited €2.50 or £2.50 per month.

If you want to close your account, send us a selfie of you holding an ID next to your face on support@mypocket.io. You will be charged 7€ or £7 once your account is closed.

Please allow approximately 15 working days between order and arrival of the card.

Block the card in the “Card” tab of the MyPocket App. If you confirm that your card has been lost, please call +33 1 86 26 93 35 to report it as lost.

To order a new card afterwards, please contact customer service by writing to support@mypocket.io.

Block the card in the “Card” tab of the MyPocket App. If you confirm that your card has been lost, please call +33 1 86 26 93 35 to report it as lost.

To order a new card afterwards, please contact customer service by writing to support@mypocket.io.

3 possibilities:

  • Preferably use the MyPocket App, in the card tab, at no fee
  • or call the + 33 1 86 26 93 35 at a cost of a call towards France + 1€
  • or via SMS: please send the word LOCK followed by the 4 last numbers of your card to the + 33 7 56 79 63 12, at a cost cost of a SMS towards France + 1€

2 possibilities:

  • Preferably use the MyPocket App, in the card tab, at no fee
  • or via SMS: please send the word UNLOCK followed by the 4 last numbers of your card to the + 33 7 56 79 63 12, at a cost cost of a SMS towards France + 1€

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

Every usual daily banking transactions excepting direct debit outside of the UK

  • National ID card from a European country
  • Passport that can come from all over the world
  • Residence permit in a European country for any duration
  • For French and Spanish residents: temporary residence authorisation
    Or European residence permit of any duration
  • Driving license

Once the proofs required are validated (Proof of ID and Selfie with the ID used at thesubscription next to you), a MyPocket card will be sent to your address within two weeks.

Upon receipt of the card, you’ll have to enter your number CHID available on the back of the MyPocket card. The CHID has a combination of 12 digits, starting by 20000xxxxxxx.

The code entry must be done in the app, in the tab “Card”. You should then click on “Activate my card”. Once that action is done, your account will be definitively validated, and you’ll be able to access to all the MyPocket features.

In case of doubt on the address or in case of the non-receipt of the card, a proof of address dated within the last 3 months might be required. The validation of your account will be suspended until we receive the proof of address. You’ll find below the list of documents accepted as a proof of address:

  • Electricity bill
  • Mobile phone bill
  • Internet bill
  • Gas bill
  • Rent receipt
  • Tax receipt or tax notification dated within the current year
  • Bank statement
  • Certificate from Pôle Emploi or the Caisse d’Allocations Familiales (CAF)
  • Certificate of Home or Vehicle Insurance
  • Payment schedule for electricity or gas
  • Proof of accommodation from a third party (dated within the last 3 months) and proof of identity of said third party
Disclaimer:

We draw your attention to the fact that MyPocket is a digital service provided exclusively online, without any branch or office, and that Fair-eZone does not receive any customers at its head office address or at any other address.

 
You are a client of MyPocket and wish to make a complaint about a particular topic (account, fees, disagreement about a payment, disfunction of your card, issue with a transfer,…), you can contact us:
  • By mail at the following address: Fair-eZone / Service Réclamations / 27 rue Mansart / 37 300 Joué-lès-Tours / France
  • By writing to the customer service at support@mypocket.io
  • Or by calling the customer service at +33 1 86 26 93 35
 

Please note that no dispute or claim can be reported or settled in person. Indeed, any complaint or dispute is settled remotely by the customer service as indicated above. No customer going physically to the Fair-eZone head office or to any other address will be received.

You can submit your case to the mediator

1) Lock your card
2) Please send us an extract from the statement showing the purchases you are disputing + a complaint form + an explanatory handwritten letter to the following address: 27 rue Mansart / 37300 Joué-lès-Tours - France.

 

Please note that no dispute or claim can be reported or settled in person. Indeed, any complaint or dispute is settled remotely by the customer service as indicated above. No customer going physically to the Fair-eZone head office or to any other address will be received.

 

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.
    Il s’agit d’une restriction imposée par l’émetteur de notre carte, PFS Card Services (Ireland) Limited (PCSIL). La carte Mastercard prépayée MyPocket est émise par PCSIL sous licence de Mastercard International Incorporated. Pour toute information complémentaire à ce sujet, veuillez contacter PCSIL : https://prepaidfinancialservices.com/en/contact-us.

Phishing is the recovery of some of your private data. Fraudsters contact you pretending to be your bank and find excuses to make you reveal confidential information. This can be a confirmation code, your password or even your credit card codes.

The objective remains the same: to steal your funds. The problem is that it is often difficult to realize: someone posing as one of our employees, a fake email or a fake website, the goal is to gain your trust. So we wanted to give you some tips on how to keep your money safe.

To start with, an essential rule: MyPocket will never contact you to ask you for private information (SMS confirmation code, password, PIN code…), not even under the pretext of securing your account.

A few tips to protect yourself:

  • Never give out your password or a code received by SMS, either by phone or by email. Never have a member of the MyPocket team contact you by phone, email or on social networks to ask you for a code or password.
  • Check the authenticity of your MyPocket application. Some sites may try to pretend to be MyPocket by reproducing our interface and logo. Therefore, when you download the application, please use only the download links available at https://www.mypocket.io
  • Read your e-mails carefully. Some of them are important (especially those concerning changes in passwords or security codes).If you receive this type of request, please contact us without further delay at support@mypocket.io
  • Your registration must be complete
  • You must have ordered your card
  • You must have deposited at least 10 € on your account

You will benefit from 2 free months of premium subscription (with a maximum of 12 months)

  • You need to register with a referral code
  • You registration must be completely validated
  • You must have ordered your card
  • You must have deposited at least 20€ on your account

You will enjoy 2 free months of the Premium offer. At the end of these 2 months, you will need to choose between the free service and the premium access, otherwise the free service will be applied to you

For any question on the use of MyPocket: support@mypocket.io
Phone: +33 1 86 26 93 35 select the language you wish and then choose option 4

ATM per withdrawal limit

EUR

GBP

EUR

GBP

100 €

90 £

200 €

180 £

ATM cash limit Daily (5/day)

EUR

GBP

EUR

GBP

100 €

90 £

200 €

180 £

ATM cash limit Monthly

EUR

GBP

EUR

GBP

500 €

450 £

1000 €

865 £

Payment limit per transaction

EUR

GBP

EUR

GBP

1 500 €

1 400 £

3000 €

2 600£

Payment limit Daily

EUR

GBP

EUR

GBP

1 500 €

1 400 £

3000 €

2 600£

Payment limit Monthly

EUR

GBP

EUR

GBP

1 500 €

1 400 £

3000 €

2 600£

Bank transfer limit

Solide disponible

Solide disponible

Minimum initial load

EUR

GBP

EUR

GBP

10 €

10 £

10 €

10 £

Maximum initial load

EUR

GBP

EUR

GBP

1 500 €

1 400 £

3000 €

2600 £

Max No of loads per day

EUR

GBP

EUR

GBP

20

20

20

20

Minimum reload amount

EUR

GBP

EUR

GBP

0,01 €

0,01 £

0,01 €

0,01 £

Maximum reload amount

EUR

GBP

EUR

GBP

1 500 €

1 400 £

3000 €

2600 £

Maximum load amount per day

EUR

GBP

EUR

GBP

3 000 €

2 800 £

9 000 €

7 800 £

Maximum load amount per month

EUR

GBP

EUR

GBP

3 000 €

2 800 £

10 000 €

8 600 £

Maximum cumulative yearly load

EUR

GBP

EUR

GBP

36 000 €

33 600 £

33 600 £

105 000£

Maximum card balance

EUR

GBP

EUR

GBP

3 000 €

2 800 £

10 000 €

8 600 £

Outgoing transfer

3 free transfers a month then €1 or £1 each

10 free transfers a month then €1 or £1 each

Pocket to Pocket transfer

3 free transfers a month then €0.30 or £0.30 each

10 free transfers a month then €0.30 or £0.30 each

SEPA zone withdrawal at ATMs

€1 or £1 per withdrawal

5 free withdrawals a month then €1 or £1 each

International withdrawal at ATMs

2% of the amount withdrawn
with a minimum of €3.00 or £3.00

2% of the amount withdrawn
with a minimum of €3.00 or £3.00

Withdrawal limits at ATMs

€100 or £90 a day
€500 or £450 a month

€200 ou £180 a day
€1000 or £865 a month

Decline fees

3 free transfers a month then €0.30 or £0.30 each

10 gratuits par mois puis 1€ ou 1£ par virement

Outgoing transfer

€0.10 or £0.10

€0.10 or £0.10

SEPA zone payments fees

It's free!

It's free!

International payments fees

0.75€ + 1.15 %
or £0.75 + 1.15% of the amount

0.75€ + 1.15 %
or £0.75 + 1.15% of the amount

Via a SEPA bank transfer for EUR cards

It's free!

It's free!

By credit or debit card

1% of the amount
with a minimum of €0.20 or £0.20

Free up to €250 or £250
then 1% of the amount

By Pocket to Pocket transfer

It's free!

It's free!

By MyPocket voucher in France

2% of the voucher value

2% of the voucher value

By cash deposit in UK

€3.00 or £3.00

€3.00 or £3.00

Limits

€1500 or £1400 per transaction
(limited by €3000 or £2800 a month)

€3000 or £2600
per transaction
(limited to €10000
or £8600 a month)