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Support and FAQ

Choose the plan that's right for you

Simplified pricing
  FREE ACCESSPREMIUM ACCESS
(20€/year or 2.50€/month)
USE MY ACCOUNTOutgoing transfer3 free transfers a month
then 1€ each
10 free transfers a month
then 0.30€ each
Pocket to Pocket
transfer
3 free transfers a month
then 0.30€ each
10 free transfers a month
then 0.30€ each
SEPA zone withdrawal at ATMs1€ per withdrawal5 free withdrawal a month
then 1€ each
International withdrawal at ATMs2% of the amount withdrawn
with a minimum of 3.00€
2% of the amount withdrawn
with a minimum of 3.00€
Withdrawal limits at ATMs100€ a day
500€ a month
200€
1 000€ par mois
Decline fees0.10€0.10€
SEPA zone payments feesIt's free!It's free!
International payments fees0.75€ + 1.15% of the amount0.75€ + 1.15% of the amount
CHARGE MY ACCOUNTVia a SEPA bank transferIt's free!It's free!
By credit or debit card1% of the amount
with a minimum of 0.20€
Free up to 250€
then 1% of the amount
By Pocket to Pocket transferIt's free!It's free!
By MyPocket voucher
in France
2% of the voucher value2% of the voucher value
By cash deposit
in UK
3.00€3.00€
Limits1 500€ per transaction
(limited by 3 000€ a month)
3 000€ per transaction
(limited by 10 000€ a month)

Download MyPocket App

How to download the App on Android

Please go to the Google Play and download the App MyPocket

How to download the App on iOS?

Please go to the App store and download the App MyPocket

How to identify yourself

What are the ID documents accepted?

  • National ID card from a European country
  • Passport from a European country
  • Residence permit in a European country for any duration
  • Driving license
  • For French and Spanish residents: temporary residence authorisation
  • European residence permit of any duration

What are the Proofs of Address accepted?

  • Utility bill dated within the last 3 months
  • Internet or telecom bill dated within the last 3 months
  • Rent receipt or European equivalent dated within the last 3 months
  • Bank statement dated within the last 3 months
  • Tax receipt or tax notification dated within the current year
  • Mortgage statement (UK only)
  • Proof of accommodation from a third party (dated within the last 3 months) and proof of identity of said third party
  • For French residents: certificate from Pôle Emploi or the Caisse d’Allocations Familiales (CAF) less than 3 months old
  • Certificate of Home or Vehicle Insurance less than 3 months old
  • Payment schedule for electricity or gas, dated less than 3 months ago
  • Second proof of identity at the address declared when you created your account on the MyPocket application.

The MyPocket card

What should I do if my card has not arrived at home?

You should expect a ten days delay between ordering the card, choosing your PIN code, and receiving the card.

I lost my card, or my card has been stolen, what should I do?

Block the card in the “Card” tab of the App and then report it lost or stolen by calling + 33 1 86 26 93 35.

How to lock my MyPocket card?

  • 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€

How to unlock my MyPocket card?

  • 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€

How to order a new MyPocket card?

Please call the customer service: +33 1 86 26 93 35

What are the operations I can make with my MyPocket account?

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

Limits

  • Amount of first deposit: Over 10.00 €
  • Number of deposits / load per day: 20 max
  • Maximum deposit amount for the free service: 1 500.00 €
  • Maximum deposit amount for the Premium access: 3 000.00 €
  • Maximum daily cumulated deposit amount for the free service: 3 000.00 €
  • Maximum daily cumulated deposit amount for the Premium access: 9 000.00 €
  • Maximum monthly cumulated deposit amount for the free service: 3 000.00 €
  • Maximum monthly cumulated deposit amount for the Premium access: 10 000.00 €
  • Maximum yearly cumulated deposit amount for the free service: 36 000.00 €
  • Maximum allowed balance: 10 000.00 €
  • Maximum yearly cumulated deposit amount for the Premium access: 120 000.00 €
  • I am a subscriber of the free service, how much can I withdraw at ATM per day? 100.00 €
  • I am a subscriber of the Premium access, how much can I withdraw at ATM per day? 200.00 €
  • I am a subscriber of the free service, how much can I withdraw at ATM per month? 500.00 €
  • I am a subscriber of the Premium access, how much can I withdraw at ATM per month? 1 000.00 €
  • Maximum cash deposit in a tobacconist’s shop per month: 1 000.00 €
  • I am a subscriber of the free service, how much can I spend with my card per day? 1 500.00 €
  • I am a subscriber of the Premium access, how much can I spend with my card per day? 3 000.00 €
  • I am a subscriber of the free service, how much can I spend with my card per month? 1 500.00 €
  • I am a subscriber of the Premium access, how much can I spend with my card per month? 3 000.00 €

Make a complaint

How to make a complaint

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 / 20 bis rue Louis Philippe – 92 200 Neuilly sur Seine
  • or by calling the customer service at + 33 1 86 26 93 35
  • or by email to support@mypocket.io

I disagree with the outcome of my complaint

You can submit your case to the mediator

I have been a victim of fraudulous transactions, what should I do?

1) Lock your card
2) Please send us an account statement where the transactions you contest appear, a copy of the police receipt of the formal complaint and a hand-written mail explaining the situation at the following address: 20 bis rue Louis Philippe – 92 200 Neuilly sur Seine

MyPocket account operations

How can I close my account

Please contact the customer service at support@mypocket.io or at +33 1 86 26 93 35

I would like to go overdraft

Sorry, we are not yet able to offer this service

I would like a revolving credit

Sorry, we are not yet able to offer this service

I would like a credit

Sorry, we are not yet able to offer this service

I would like to have a document with my account details

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.

I would like to print an account statement

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.

How can I send money?

If your beneficiary allready 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
  • In the meantime (or if he or she refuses), use the option Pocket to Bank: Free money transfers inside the EU but with a delay of 24 to 48 hours (tab Transfer, Pocket to Bank)

I changed my name, how to update my information?

Please contact the customer service at + 33 1 86 26 93 35

My transfer has not been processed

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 uppper limits of usage of your account. Then, if there is another issue, please call the customer service at + 33 1 86 26 93 35

I swapped my first name and last name

If you have not provided your proof of Identity yet, you have still the opporunity to change this information. In the other case, please call the customer service at +33 1 86 26 93 35

I would like a second card on the same account

Sorry, we are not yet able to offer this service

My payment has been refused

The use of the MyPocket card is not available in the following merchants: Automated fuel dispense, toll and bridge fees, betting and adult or escort services. 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.

Why did I receive a SMS before my internet payment?

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

I cannot pay on the internet anymore, why?

You may have entered an incorrect 3D secure code 3 times, in this case please contact the customer service at + 33 1 86 26 93 35. As a reminder, please note that online gambling and adult or escort websites are not authorised

My card has been locked after entering a wrong PIN code 3 times, what should I do?

Please contact the customer service at + 33 1 86 26 93 35

Be cautious

What is “phishing” ?:

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.

How can you protect yourself?

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 be contacted by a member of the MyPocket team by phone, email or social networks to ask 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 emails carefully. Some of them are important (especially those concerning password or security code changes). If you are not the author of such requests, please contact us without delay at support@mypocket.io

Referral programme

How can I refer a friend?

  • Your registration must be complete
  • You must have ordered your card
  • You must have deposited at least 10 € on your account

Why should I refer a friend?

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

What are the conditions to be referred?

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

Why should I be referred?

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

You have not found an answer to your question?

Contact us