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In the MyPocket App, on the home screen, click the "Documents" button and select RIB.

Download the PDF file to send to your correspondent, or print it if necessary.

In the MyPocket App, on the home screen, click the "Documents" button and select Relevé de compte.

Download the PDF file if necessary.

Si votre destinataire a déjà un compte MyPocket, utiliser le service Pocket to Pocket: premiers envois gratuits et instantanés (onglet Envoi, choix Pocket to Pocket).
If your beneficiary does not have MyPocket:

• Please invite him or her to join MyPocket
• ou pour les virements vers l’Europe : utilisez le service Pocket to Bank: premiers virements gratuits dans la zone Union Européenne mais délais de 24 à 48h (onglet Envoi, choix 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, 0.20€ ou £0.20 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 customer service by writing to support@mypocket.io.

As a first step, check the following points:

• Do you have enough money onto your account?
  ⇒ check your balance on the app's homepage
• Are your recipient's bank details filled in correctly?
  ⇒ check them by selecting your beneficiary ("Send" / "Pocket to Bank" tab)
• Have your usage limits been reached?
  ⇒ check your limits in your account settings
• Is your account locked?
  ⇒ you can write to support@mypocket.io for more information.

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.

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 3DSecure code 3 times, in which case please contact customer service at support@mypocket.io. As a reminder, MyPocket card purchases on online gaming sites or dating sites are not permitted.

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

This is an enhanced security measure.

To prevent fraud, for each online purchase you will receive a confirmation request via a MyPocket notification.

You must confirm that you are the person making the transaction by clicking on the notification you receive, and entering your security code on the MyPocket application.

If you have not yet provided your ID you can still correct your information. If not, please contact customer service by writing to support@mypocket.io.

Please contact customer service by writing to support@mypocket.io

We are not yet able to offer this service.

You can have one virtual card, and one physical card.

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

We are not yet able to offer this service.

But some merchants can offer you this service if they are able to manage it themselves.

By email to support@mypocket.io

The MyPocket card can be used anywhere in the world where the Mastercard network is present.

However, some restrictions on use exist:

• At present, it is not possible to pay at petrol station or motorway toll booths, or at gaming or dating sites with your MyPocket card. En cas d’essai de transaction de ce type, 0.20€ ou £0.20 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.

• Some sites sometimes reject payments made with prepaid cards. In this case, we are not able to intervene, as payment authorisations are directly refused by these sites.