Common Questions

For answers to questions often asked, just click the black arrows. If you want to know more, no problem, just call the Pockit Team on 020 3322 9170 to speak to us directly.

What is a prepaid card?

Pockit cards look like many credit or debit cards, with a card number, chip & pin and signature strip. But unlike credit cards – which provide you with a source of credit, and debit cards – which are linked to your bank account, it helps you spend only the amount you have chosen to load onto a prepaid card, helping you to stay in complete control.

You can use the Pockit Prepaid MasterCard® at over 35 million locations and withdraw cash from over 1.9 million cash machines worldwide – wherever you see the MasterCard® Acceptance mark.

Is there a minimum age to become a Pockit Cardholder?

Yes, all primary cardholders must be at least 18 years old. However, please note that additional cardholders (also known as secondary cardholders) must be at least 13 years of age.

Who provides the Pockit Prepaid Card?

The Pockit Prepaid Card is provided by Pockit Limited. The card is issued by Wirecard Card Solutions Limited pursuant to license from MasterCard® International Incorporated.

When will I receive my Pockit Prepaid Card?

Your card should arrive within 3-5 days of you becoming a cardholder with Pockit. We always try to get this to you as quickly as possible.

Can I get additional cards for other family members?

You can have up to 3 additional cards linked to your main card (i.e. 4 cards in total). The additional cards can be in someone else’s name. You can apply for an additional card by clicking on the ‘Additional Cards’ tab in the Customer Section online. Additional cards cost 99p each, which will be taken directly from your main Pockit Card balance.

Additional cards cannot be issued on Lower Limit Cards.

How do I access my Pockit Card?

You can access your personal card section online where you can manage your money and your card facilities.

To log in, simply click the ‘Login’ button at the top of the pockit website and enter your email address and password you set up, then follow the steps. (note you can change this password once you have logged in by clicking card settings from the menu.)

Once you have logged in to your personal section you will be able to:

  • Check your balance, transactions and cashback
  • Load and move money (full limit only)
  • View and download your statements
  • Manage your settings
  • Request and manage additional cards

If you have Additional Cardholders they will be able to manage their card online but will not have access to the main card.

What fees and charges will I pay?

Fees and charges may be applied when you load your card, on the purchases you make with your card and on ATM withdrawals. Full details of these and any other charges that might be applied on your Card are clearly listed on our home page. Click here to view these. Some ATMs may apply a surcharge so please ensure you check with the ATM provider before making a withdrawal.

Is there a cancellation fee if I want to cancel my Pockit Prepaid Card?

No. You cancel your card and request your balance to be transferred to a bank account at any point. Instead of a bank transfer you could also receive your funds via ATM transfer. The standard ATM fee is 99p, though some ATMs may apply a surcharge, please make sure to check with your ATM provider before making a withdrawal.

Will I pay any fees if I do not use my Pockit Prepaid Card?

There are no charges if you do not use your Pockit Prepaid Card.

Will I be paid interest on the funds that are loaded onto my Pockit Card?

No, the Pockit Prepaid MasterCard® is a prepaid card and not linked to a current account and is subject to e-money regulations. Therefore interest is not paid.

How do I get my PIN?

Before you can start using your card you must first obtain your PIN.
Your PIN is your unique number and you must keep this safe.

To get your PIN simply log in to your Pockit Card at and click on the ‘PIN Setting’ link. This will give you your unique PIN which you can use straight away to make purchases and ATM withdrawals.

How can I change my PIN?

You can change your PIN at most ATMs in the UK by inserting your Pockit Prepaid Card and following the on-screen instructions.

How can I load money on to my Pockit Prepaid Card?

We have made it easy for you to load money onto your Pockit card and there are 4 ways for you to do this:

  • Online by debit card at (full limit only)
  • Free by Bank Transfer
  • Load cash at over 28,000 PayPoint locations throughout the UK
  • Direct from your wages or benefits, paid onto your card

Please see the following details on how to load from each of these options and a table summary of the charges for each loading method, please click here. If you are setting regular loads to your card you should ensure that these do not exceed the total annual limit on your card as they will be returned to the original source and not be applied to your card.

How much can I load on my Pockit Card?

You can load up to £30,000 in a 12 month period and the maximum balance you can have on your card at any one time is £5,000. The maximum single load via Bank Transfer is £5,000, £750 via Debit Card and PayPoint is £249. The minimum load amount for these methods is £10.00.

If you have a Lower Limit Card the limits are lower and are detailed in the Lower Limit Card section below.

How to load by Debit Card

To load by Debit Card simply click the ‘Load’ button once you have logged in to the Pockit website. You will be asked for the details of the Debit Card you wish to use so ensure that you have this to hand. When loading by Debit Card the name on the card must match that of the Pockit cardholder.

Once you have used a Debit Card you can choose to use this card again the next time you wish to load.

Please note that if you have a Lower Limit Card you will need to upgrade to a Full Limit Card to be able to load via Debit Card.

How to load by BACS (Bank Transfer)

To load by Bank Transfer you will need to instruct your bank directly. To do this you will need to give them the details of your Pockit card.

Please ensure you provide all the details given here, including your 9 digit customer number which you can find on the bottom of your Pockit Card:

Bank Name: Barclays
Sort code: 20 59 42
Account No. 63428524
Reference: New Pockit Card Customer Refernce Number

How to load cash by PayPoint

If you want to load cash directly onto you card you can do so in one of the 28,000 PayPoints up and down the country. You will need your card and the assistant within the PayPoint will be able to load this to you card via their terminal.

Cash loaded by PayPoint will be available immediately but may take a few minutes to be visible on your card.

To find your closest and most convenient PayPoint, click here to go to the PayPoint finder.

How to load via wages, benefits or pensions

To have wages, benefits, pensions, etc. paid directly onto your card you will need to instruct your employer or other party and provide them with your Pockit Card details.

Please ensure you provide all your account details, including your 9 digit customer number which you can find on the bottom of your Pockit Card:

Reference: Cardholder Number - The 9 digit number on the bottom left of your card

You will also need to upload proof of wage or benefit via the wages and benefits screen on your account

How long does it take for the funds to clear and be on the card?

When loading with a Debit Card and Cash through a PayPoint your funds transfer to your Pockit Card instantly.

Bank transfers can take up to 3 days to clear from your bank. Regular loads from your employer or any other party should arrive on your Card on the day that you agreed with them.

How much cash can I withdraw each day?

The maximum amount you may withdraw per day from cash machines in the UK is £250 for a Full Limit Card and £50 for Lower Limit Card.

Where can I withdraw cash?

You can withdraw cash from any cash machine that carries the MasterCard® Acceptance Mark.

Can I use my Pockit Prepaid Card to get cash over the bank counter?

No. You can only use a cash machine as your Pockit Prepaid Card is not linked to a bank account.

Using your card to make purchases

Like credit or debit card your Pockit Prepaid Card can be used to buy goods and services. You can use your Card in the 35 million locations across the world, anywhere you see the MasterCard® Acceptance Mark. As a ‘Chip & PIN’ card you will just need to input your PIN number into the terminal.

What should I do if I have a pending transaction on my Card?

A pending transaction is simply a transaction that is waiting to be applied to your Card. You do not have to do anything because a pending transaction is just part of the process by which a purchase is charged to your Card. If you think the pending transaction is not correct please contact us without undue delay.

A pending transaction will either turn into a finalised transaction or will be deleted within 14 days.

Why are transactions declined?

Transactions may be declined if the merchant cannot verify that there are enough funds on your Card to cover the value of the transaction you are making, including any applicable charges.

Can I use my Pockit Prepaid Card to guarantee payments or make reservations?

If you are using your card for car hire, hotel reservations and general bookings or to guarantee a payment, the prepaid funds on your card will be pre-authorised and blocked for payment of the services that you request.

Some businesses – car hire and hotels in particular – may block more funds than you expect to use and this will affect the available balance on your card. The blocked funds will not be available for you to use until the final bill has been settled and cleared.

Usually the unspent amount is made available for use within a day or two of payment. However, in some instances it can take up to 14 days for the transaction to be fully processed and for your card to be credited.

Can I use my Pockit Prepaid Card to make purchases using PayPal?

Yes you can, but please note that when you register your card with PayPal, a pre-authorisation is carried out to make sure your card is valid. This means they block a small amount on your card (usually £2 or less) to check that there is available balance. The pre-authorisation expires after 14 days and is never collected from the card. Therefore make sure you have at least £2 on your card if you are going to register it with PayPal.

What if I want to cancel a transaction or card authorisation?

Where it is possible to cancel an authorised transaction you can do so; it may take a few days for your funds to become available to spend. Please contact the Pockit Team if you wish to discuss cancelling a transaction.

What is the Pockit ‘Retailers Cashback’ Scheme?

We have negotiated cashback deals with a number of leading retailers and partners across the UK. The cashback scheme allows Pockit cardholders to earn cashbacks between 2-10% of their transaction when they spend at our participating retailers, directly onto your card. The cashback is applicable for in-store and online purchases, unless otherwise stated.

You can then use this cashback however you chose; to withdraw as cash or to make further purchases.

How does the cashback get paid?

When you use your Pockit Prepaid Card at our participating retailers you will receive the agreed cashback amount. The cashback will be paid on to your Pockit Prepaid Card and you will be able to see this within the ‘Cashback’ link once you login.

Is there a limited number of times I can use the cashback deals Pockit has with the retailers?

No. The number of times you can earn the cashback at the participating retailers is unlimited.

How long will it take for the cashback to show up on my Card?

This can take up to 60 days from the month end of the month you made the purchase. It varies from retailer to retailer but rest assured that as soon as Pockit receives the money from a retailer we will cash-it-back as quickly as possible.

Will I be able to see how much cashback I have earned?

Yes. This will appear as a credit on your statement.

Will I receive cashback in addition to special offers or promotions?

Yes. The cashback will apply to any purchases at our participating retailer. For example, if you are student you can present your student card to get your discount and pay with your Pockit Prepaid Card so you get cashback on your purchases as well.

Who are the participating retailers?

Pockit is adding participating retailers all the time but at the moment the list includes M&S, B&Q, New Look, Halfords and many more. For a full list please have a look at our participating retailers – click here to view

What if I haven’t received my Cashback?

It can take up to 60 days for our partners to process and send the cashback that you are due. If you haven’t had the cashback loaded after this time and can see the partner transaction you made on your statement, please contact us and we will look into it for you.

What is a Lower Limit Card?

A Lower Limit Card looks and works just like a Full Limit Card. The key difference is that the amount of money you can load on the card is restricted to a lower level and loading via Debit Debt is not permitted. For full details see the limits below and your Terms & Conditions.

Why have I been issued with a Lower Limit Card?

Lower Limit Cards are issued to customers whose identity and address were not automatically verified. There may be a number of reasons for this, such as a recent change of address.

What are the limits on a Lower Limit Card?

Full details of the limits can be found in your Terms & Conditions. The main restrictions compared with a Full Limit Card are:

  • Maximum load in a year - £2,000
  • Maximum single load amount via Bank Transfer - £400
  • Maximum daily ATM withdrawal - £50
  • No load allowed via Debit Card
  • No Additional Cards

Can I change from a Lower Limit Card to a Full Limit Card?

It is simple and FREE to upgrade your card and receive the full benefits of the Pockit Card Just login to your Pockit Card online and follow the instructions to provide proof of your identity and address. We will do our best to verify your details and if successful your Card will be upgraded within 48 hours. You will be able to keep your card and customer reference number and we will adjust the limits on your Card.

Please note that we cannot guarantee that your Card will be upgraded and we will let you know if this is the case.

What is an Additional Card?

An additional card is another card issued from your main Pockit Card. It allows other people, such as friends and family, to enjoy the benefits of Pockit. It costs 99p for an additional card and you can have up to 3 Additional Cards linked to your main card. Simply log in to the Customer Section and complete the form in the ‘Additional Card’ link and your additional card will be on its way.

Additional Cards are only allowed on Full Limit Cards.

What are the features of an Additional Card?

Additional cardholders can spend and earn cashback like a main cardholder. They cannot view the main cardholder’s transactions online or manage the main card. Any charges and fees applicable to your Card (see the Charges & Fees section) will apply to Additional Cardholders as well as the Main Cardholder.

Who can have an Additional Card?

You can order up to a maximum of 3 additional cards and each additional cardholder must be 13 years of age or older and be a UK resident. All cards will be sent to the primary cardholder’s address.

How safe is my money?

As a responsible e-money issuer, Wirecard Card Solutions Limited ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Prepaid Card.

In the unlikely event that Wirecard Card Solutions Limited becomes insolvent, funds that you have loaded, which have arrived with and been deposited with Wirecard Card Solutions Limited are protected against the claims made by creditors.

The Prepaid Card is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the Prepaid Card. This means that in the event that Wirecard Card Solutions Ltd becomes insolvent your funds may become valueless and unusable and as a result you may lose your money.

What is Phishing and how do I avoid it?

Phishing is a way of attempting to acquire sensitive information. We will never send an email to a cardholder requesting security or any other confidential information about their Pockit Prepaid Card. If you receive an email claiming to be from Pockit Limited or Wirecard Card Solutions Limited with a link to what appears to be the Pockit or Wirecard website, do not enter your personal or Pockit details. Pockit and Wirecard are in no way involved with this email and the website does not belong to Pockit or Wirecard. Never reply to any such emails or disclose any personal information on such websites.

If you think you have received a fraudulent email, please forward the entire email including the header and footer to

How do I report that my card is lost or stolen?

As soon as you realise your card is lost or stolen call us on 020 3322 9170 and we will cancel your Pockit Prepaid Card. After you have cancelled it, we will issue you with a new Pockit Prepaid Card. Alternatively you can email us

How do I manage my Pockit Card?

When you log in online you will be able to manage your main card in full, from loading and moving money, managing and setting your alerts, to reviewing your statements. Everything you need to make the most of your Card can be found once you login and if you ever need any further help you can just call us on 020 3322 9170 and we’ll be happy to help. If you have a Lower Limit Card you cannot move money or load online.

How do I move funds to and from my Card?

To move funds online, once you are logged into your prepaid card, go to the 'Move Funds' tab, select the source you wish to move money from and to and then select the amount. Moving funds is not available to Lower Limit Cardholders.

What is an available balance?

Available balance means cleared funds associated with your card that are available to spend. If you have additional cards linked to your main card they may have separate balances. The total balance on your Pockit Card, including all Additional Card balances, may therefore differ from the main card.

How do I check my available balance on my Pockit Prepaid Card?

You can check your available balance online. Simply log in to your prepaid card and your available balance will be displayed.

How do I reset my online password?

To reset your password simply login to the Pockit website. In the ‘Settings’ link you will see the simple instructions to changing your password.

I’ve forgotten my password?

Simply click on the ‘Forgotten Password’ link when you are logging in and you will be provided with the information you need to reset your password.

What do I do if my address or contact details change?

If you want to change your address or name you will need to call us on 020 3322 9170. To change your address you will need to provide proof of address or name. For other changes, please login to the website where you will be instructed on how to make changes.

How do I download my statements?

When you are logged in to your prepaid card, you will be able to view and download statements for your Pockit Card.

How do I close my Pockit Card?

To close your card you will need to Contact us on 020 3322 9170. There is no charge for closing or redeeming your balance if you have one. Alternatively, you can withdraw cash from an ATM.

What should I do when my Pockit Prepaid Card expires?

Your Pockit Prepaid Card will expire after 36 months from the card opening date and the ‘Valid to’ date is shown on your card. We will automatically issue you with a new card. If you have not used your card for a while we may contact you before to check that you would like to receive a new card.

You can contact us in the following ways, we’re always here to help:

  • By Phone: 020 3322 9170* (standard local rates apply)
  • Overseas phone: 0044 203 322 9170 (standard international rates apply)
  • Email us
  • By post: Pockit Limited, Cavendish House,
    18 Cavendish Square, London W1G 0PJ

*Lines open 9am - 6pm. 7 days a week. Calls cost up to 9p per minute for BT customers.
Calls made using other service providers or mobiles may vary. Calls may be monitored.