Frequently Asked Questions

General

What is EasyFX and how is it different?

EasyFX is the smart traveller's choice for taking currency abroad. With EasyFX, you get your own prepaid currency card which allows you to spend money, withdraw cash and make transfers with no international fees. You'll get your own currency account which you can top up using an app, from any device. With EasyFX, you can keep several currencies at once on your account, and you can give additional cards to family members or colleagues.

How do I get the EasyFX app?

At the very bottom of the homepage you'll find two buttons: Google Play for Android users, and the App Store for those using iOS. To download the app, click on the button that applies to you.

Who can use the EasyFX Card?

EasyFX Card is available to users living in the following countries:
1. United Kingdom
2. Guernsey
3. Jersey

Is there an age limit?

Users of EasyFX must be 18 or over.

How can I get an EasyFX card?

To get the EasyFX card, click on the "Create Account" option at the top right hand side of any page of the website. Then, fill in your details.

What currencies does EasyFX support?

EasyFX supports the following currencies: AUD, GBP, CAD, CHF, DKK, EUR, HKD, JPY, NOK, NZD, PLN, SEK, USD, ZAR. This means you can exchange your funds into any of the mentioned currencies before you travel and when you spend we will take the money direct from the balance of that currency. Don’t worry though, you can still spend in all other currencies too, we will just convert and debit the funds from the currency you have a positive balance in, such as GBP.

How do I create an account?

To create an account, simply click on the "Create Account" option at the top right hand side of the page. Fill in your details and we'll do the rest.

Why do I need to verify my identity?

The process of verifying your identity is an anti-corruption and anti-fraud measure that we must undertake by law.

I can't upload my ID / utility bill

If you're having trouble uploading the required documents please contact customer services who will be happy to help.

How do I change my address?

For security reasons we require proof of address, such as a full colour copy of a utility bill or bank statement, so our compliance team can verify and update your address on our database accordingly. Please contact customer support on 020 7959 6995, Monday to Friday, from 9am - 5.30 pm.

How do I activate my card?

Log-in to your EasyFX account.
On the Web app, select "cards", and click the "activate" button next to your inactive card.
On the Mobile app, select "Cards", "Currency cards".
Click the ">" and then the Activate button.
Enter the 16-digit number that appears on the front of your EasyFX card, accept the terms and conditions and click Confirm.
Your card PIN number will be displayed in a Pop-up when you activate your EasyFX card.

Can I change my PIN?

Yes, this can be done at any ATM that supports PIN services. You should be able to change your PIN at most UK ATMs and some international ones.

How long will my card take to arrive?

Cards can take anywhere from 3 to 5 working days to arrive in the post, depending on the postal service. Please also allow 1-2 working days for card production.

How many cards can I order?

Personal users can order a maximum of 3 additional cards. Including your own card, this makes 4 cards in total. Business users can order an unlimited number of additional cards.

Where can I use my EasyFX card?

You can use your EasyFX card anywhere Mastercard® is accepted, at over 35 million locations worldwide, over 2 million ATMs and most online merchants.

Card fees information: https://www.easyfx.com/card-fees

How do I use my EasyFX card?

Your EasyFX card can be used for the following transaction types:

Chip and Pin - Insert the card into the reader and then enter your 4 digit pin number when prompted;
Online - Purchases made through the internet;
Mag Stripe - When your card is swiped through the card reader or the 16 digit card number is entered manually;
Contactless- If your card has the symbol on it, you can pay for items by simply holding your card up to any reader with this symbol displayed.


Note: Your first card transaction must be performed using a chip and pin terminal.

What are the settings associated with my card?

You have complete control over how you use your card, thanks to the card settings. You will find these with your card details under "cards", on the web app and "Cards", "Currency Cards" on the mobile app. Chip and Pin is always available, but other settings are configurable as follows:

Contactless - Once enabled this setting will be on for a maximum of 30 days, at which point it will automatically turn off and we’ll send you an SMS to advise. This can be enabled for another 30 days in the card settings.You will be prompted by the Point-of-Sale machine to use chip and pin with contactless enabled under the following circumstances:

  • 1. After 5 contactless transactions or after spending €150* (or equivalent in other currencies)
  • 2. For any transaction of greater than €50* (or equivalent in other currencies)

*Value is subject to changeThis action will reset the contactless counter so you may continue to make contactless transactions.

Mag Stripe - This setting is off by default and can be enabled through the card settings. Choose the country you wish to transact in and enter an end date (up to a maximum of two weeks). When the end date is reached the setting will automatically turn off but can be enabled again by following the same steps as before. To minimise risk, only one country can be enabled at a time;

Online - This mode is ON by default. Online payments are protected by 3D Secure authentication.

We recommend only enabling these card settings when needed, to minimise any risk to your card becoming compromised.

What is 3D Secure and how does it work?

Also known as a payer authentication, 3D Secure is a security process that helps to prevent fraud in online credit and debit card transactions. This additional security was created by Visa and MasterCard to make online shopping safer.


When making an online payment with your EasyFX card, you may be prompted to enter a code sent via SMS to the mobile number associated with your card. On entering the code successfully where directed your payment will be processed.

What should I do if my EasyFX card is lost or stolen?

Log in to your EasyFX account and choose "cards". Click on the card you wish to cancel, then the "cancel" button and confirm. Next, click on the button marked "order card" and a new card will be issued.

How much is an EasyFX card?

Your first EasyFX card is free of charge. Additional cards cost £6 each.

How do I find my EasyFX card PIN number?

When your card arrives in the post, you will need to go online to activate it. Once you have activated the card, your new PIN will be displayed on the screen.

What if I forget my PIN?

You can use the "view PIN" function to retrieve your PIN at any time. Simply log onto your EasyFX account go to "cards", click on the relevant card and then the "view PIN" option. Once you have clicked, you will be required to complete dual factor authentication (2FA) via SMS, push notification or authenticator app code and then your PIN will display on the screen. You can also view your PIN through the mobile app, by logging in, going to "Cards", "Currency cards" and tapping on "Get PIN".

What are the costs involved with my EasyFX card?

We don't charge a monthly maintenance account fee to hold an EasyFX account and only apply a modest card dormancy fee if there are no card transactions in the preceding 12 months. More information about this and fees applied to certain card transaction types can be found here.

How do I order additional cards?

To order additional cards (up to 3 more for personal users, or an unlimited number for business users) simply log on to your EasyFX account, click on "cards", followed by the "order card" button.

Where can I find my Prepaid Card Issuer?

You can find your Prepaid card issuer name on the back of your Prepaid card. It should state "By using this card, the holder agrees to the agreement terms. This card is issued by Paysafe Financial Services Limited pursuant to a license by Mastercard International".

How can I Block/Unblock my card?

On the web app, log onto your account, click "cards" and click on the card you wish to block. Click on the "freeze" button. To "unfreeze", log onto your account, click on "cards" and then the "unfreeze" button next to the blocked card.
On the mobile app click the ">" button, & then both on mobile or web app select the three dots [...] and choose "Block card". To unblock, just repeat the operation above.

Card top tips

The EasyFX card can be used to withdraw cash at any mainstream ATM (best to avoid small ATM's that may not be connected to the internet as Prepaid cards need to be authorised over the internet at the time of transaction) - EasyFX don't charge for international ATM withdrawal, but some ATM's may charge to use their service locally which is out of our control.

When withdrawing money, the ATM will ask if you'd like to be charged in your home currency. Always say no. Instead, always choose to be charged in the local currency, euros if you're in the Eurozone, and dollars if you're in the US etc. Saying no to the bank's tempting offer of converting your withdrawal into your home currency means you'll also be saying no to their hiked-up exchange rate, which is designed to maximise their profit. So, remember the simple rule of saying no when it comes to on-the-spot conversions and you'll save yourself a tidy sum each time you use the ATM.

It is not possible to do a Balance enquiry at an ATM as they cannot read multiple currency balances - you need to check your balance on the app.

ATM and card skimming is very common, so please take care to monitor your SMS notifications and statements, make sure you don't share your PIN, cover your hand while entering your PIN at the ATM and keep your card in a safe place at all times.

Use the card security settings on the app to enable contactless, online and magnetic stripe payment methods, only when you need to use them. Remember you can also block and unblock your card from the app at any time too.

Your card may not be accepted if the merchant doesn't have the facility to pre-authorise the transaction. Pre-authorisation checks the balance on your account prior to the transaction to ensure that there is sufficient balance available to settle the transaction and avoids potentially taking your account overdrawn. Where a merchant does not pre-authorise a transaction, the card will not work in the terminal. This is most common at pay at pump petrol stations and road tolls.

How do I exchange currency on the app?

  • Log in to your EasyFX account and click on the "exchange" quick action button.
  • Fill in the "to amount" and select the currency you wish to buy. Or, if you prefer, fill in the "from amount" for the currency you are selling. Then click "get rate".
  • The rate we can offer will display. To accept this, click "confirm".
  • A pop up will prompt you to acknowledge that by clicking "confirm" the exchange will take place - you can choose not to display this message again.
  • Click "confirm" to process the exchange.
  • You now have the option to "close" which simply adds the new currency to your balance, or "send money".
  • By clicking on "send money" you will be directed to the "send money" page where you can then follow the usual steps.

Want to exchange a currency not listed on the App?

Simply contact customer services who can assist with converting all other currencies.

What are my account limits?

Here are the limits that come with your EasyFX account:

Top up limits:
You can top up by a maximum of £2,500 Debit Card Limit Per month reset on 1st of every month. If you wish to top up over that amount, you can do so by bank transfer.

Currency exchange limits:
You must exchange over the minimum amount of £100 each time or it's equivalent in other currencies.

For limits and fees associated with your EasyFX card, please see: https://www.easyfx.com/card-fees

How do I top up with a debit card?

From the web app, log onto your account, and click on the "add money" quick action button.
Select a pre-set Top up amount, or enter your own value.
Select the card to use if you have more than one registered.
Enter the CVV number (the last three digits on the back of your card) and click "OK".

From the mobile app, click on the "+" symbol in the bottom right-hand corner of the screen.
Click on the "Top-up" option that pops up.
Select a pre-set Top up amount, or enter your own value.
Select the card to use if you have more than one registered.
Enter the CVV number (the last three digits on the back of your card) and click "OK".
*We are unable to accept prepaid, corporate, maestro or credit cards.

What is my top up limit?

Min
The minimum load is £100, but we would recommend that you Topup slightly more than you think you may need just to be safe.

Max
£2,500 per month using a debit card. You can use a bank transfer to load more if you need to.

Can I increase my top up limit?

The Debit Card Top up limit is restricted to £2,500 per month. However, you can easily send in more by bank transfer to your unique bank account number.

Is there a fee for topping up by bank transfer?

Yes, your bank will probably charge you a fee to transfer money to your EasyFX account. Charges may vary between different banks. Please note it is free to top up using a debit card.

How do I top up by bank transfer?

Your dedicated GBP bank account is able to receive up to GBP250,000 sent using a Faster Payment. Payments received are credited 24/7 and normally within 30 minutes of sending.
To find your GBP account details on the web app, log onto your Easyfx account and click on the "account" menu option. The sort code and account number are displayed at the top of the page.
From the mobile app, click on "account" and "details".For other currencies, log onto your EasyFX account via the web app and click on "account" followed by the "need to top up in another currency" link. Select the correct currency from the drop-down list. Please ensure to add your EFX# as the payment reference to avoid any delays in crediting to your account.

How long will my bank transfer take to register on my EasyFX account?

Payments received to your dedicated GBP Faster Payment account number are credited 24/7 and normally within 30 minutes of sending.
Standard banking rules apply to other bank transfer methods and your transfer would usually need to be made before 3pm to be credited on the same day. If you're transferring from outside of the UK, this can take up to 48 hours.

Which cards can I use to top up?

You can top up with any MasterCard or VISA debit card. At the moment we only accept cards in GBP. Unfortunately, we do not accept Maestro cards.

How do I add or delete my bank cards?

You can add a GBP debit card from both the web and mobile apps.
From the web app, log onto your account and go to "account". Click on the "add a debit card" button and follow the instructions. To delete a debit card, simply hover and click on the bin icon next to the card.
To add a debit card from the mobile app, go to "Cards", "Debit Cards", click on the "Add debit card" option on the top right of the screen and follow the instructions.
To delete a debit card, tap on the "remove" button.
We are unable to accept prepaid, corporate, maestro, or credit cards.

Can a friend transfer money to my EasyFX account?

No. Unfortunately for anti-fraud reasons, this is not possible.

How do I transfer money to my own bank account?

To transfer money to your own bank account, you’ll need to add your bank details:

  • Log in to your EasyFX account via the web app and click on "account"
  • Click on the "add a bank" button, and check that the prefilled details and address are correct – edit if required.
  • Add the purpose of payment.
  • Choose the currency of your account and the country where your account is held, then fill in the bank details in the highlighted fields.
  • Click "save".
  • Click "confirm" on the pop-up prompt.
To send money back to yourself, click on "balances", followed by the 3 dots next to the currency of your bank account to see the option to "withdraw". Clicking on "withdraw" will display the send money screen with your details prefilled. Complete the rest of the form as you would normally to send a payment.

How do I transfer money to a business or a person?

  • Log in to your EasyFX account and you will see your most recently added beneficiaries shown on the right-hand side of the screen.
  • Hover your mouse over the icon next to the person's name and click on the "send money" option that appears.
  • Follow the on-screen instructions to send money to your chosen beneficiary.
If your beneficiary is saved on your account but not shown as a recently added beneficiary, simply click on the "see all" option to see all beneficiaries you have stored.

Will I be charged to make a transfer?

No, at this point in time, transfers are free for EasyFX customers.

How do I add a beneficiary?

  • Log in to your EasyFX account and select "beneficiaries" from the sidebar menu.
  • Click on the "add beneficiary" button on top left of the table.
  • A pop up will appear with two options: "personal" for adding a person or "business" if you wish to add a business. Click on the option that applies.
  • When prompted, fill in the details of the person/business you wish to send money to. When you’re finished, click "save".
  • Click "confirm" on confirmation on pop up
  • Your beneficiary will now display on your list of beneficiaries.

How do I withdraw money from an ATM without being charged a fee?

EasyFX do not charge International ATM fees, but some ATM providers may charge to use their machines which is outside of our control. There are some countries, Thailand being one of them, where all ATM providers charge to use their ATM's. In countries like this we would advise that you try and minimise how many ATM withdrawals you need to make.

How do I get the best rate when withdrawing money from an ATM?

Some ATMs ( and merchant terminals) will ask if you want to pay in a particular currency. Always select the currency of the country you are in - If you are in the USA, select USD, if you are in the UK, select GBP. To get the EasyFX preferential rate, and not the expensive rate set by the ATM provider, always choose the option “ continue without conversion” when prompted.

Can I check my balance at an ATM?

Unfortunately you cannot check your balance at an ATM. Instead, you can check your balance by using the EasyFX app, or by logging on to your account via the website.

How do I get a statement for my EasyFX account?

Log in to your EasyFX account. In the sidebar menu, select "Statements". There, you will see a list of your recent transactions with options to customise the date range and export your statement.

What do I need to do before I travel?

Make sure you have activated your card, loaded your account, and we suggest making a couple of transactions before you go. We recommend that you have the mobile app installed and your mobile device set up to receive notifications so that you can complete authentication using push notification if required- that way you don't need to worry about expensive roaming charges receiving SMS.

Do I need to buy currency before I go away?

You don't have to buy currency before you go away, all you need is a positive balance on your account (e.g. GBP). EasyFX will convert to your spending currency in real time at a great exchange rate.

How do I reset my password/unlock my account?

  • Click on ‘forgot your password?’.
  • Input your credentials; client ID and User ID and the last 4 digits of your currency card.
  • We will send you an email with a link embedded, and an SMS code to your registered mobile number.
  • Click on the link making sure to use the same browser.
  • Input the SMS code.
  • Enter your new password and then enter it again to confirm.
  • Click "confirm".
  • Click "close" on the success pop up
If you don’t hold an EasyFX card, please contact customer services to reset your password. Customer services are available 9 AM- 17.30 PM; Mon - Fri on +44 20 7959 6995.

How do I close my account?

It’s important to note that we don’t charge a monthly account maintenance fee and only a card dormancy fee if there are no card transactions within the preceding 12 months. To avoid this fee simply use your card within the last 12 months. There is no obligation to keep your account funded when you are not using it. If you do wish to close your account, it's simple and straightforward.

Exchange any leftover currency back into your home currency (e.g. change Euros back in GBP).Transfer any remaining credit balance back to your bank account.Contact our customer support team with your client ID (EFX****) and request the account be closed.

If you need help with exchanging currency or sending money back to your account, our support team can help with this too.

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