faq - Cards

Got a question about your card? Check out our FAQs on cards.

What is Visa payWave?

Visa payWave is a contactless method of payment. It is a simple, secure and quick way to pay for transactions up to $100, with a maximum of $500 per day. Visa payWave allows you to ‘tap’ your card on a contactless POS terminal to make transactions up to $100, rather than ‘swiping or inserting’ your card into the POS terminal.


How to change your PIN

How do I change my card PIN?

Follow these simple steps to change your PIN in our moneytree app, or internet banking.

moneytree app

  • Log and select ‘cards’ from the menu;
  • Select ‘Change PIN’ and follow the prompts.

Internet Banking

  • Login and select ‘Accounts’;
  • Select ‘Card PIN Change’ and follow the prompts.


Is a Visa debit card a credit card?

No, a Visa Debit card is linked to the funds available in your account. So, if you attempt to make a purchase, which exceeds your available funds, the transaction will be declined.

Are Visa Debit cards secure?

Yes. In additional to the 24/7 monitoring, we have in place here at the Credit Union, there are a number of security features for Visa cards including:

  • Ultra-short read range – generally less than 4cm;
  • Each Visa payWave card has its own, unique, built-in, secret key, which is used to generate a unique code for every Visa payWave transaction;
  • Every Visa payWave transaction is authorised securely; and
  • The power and global reach of the VisaNet* system to help prevent fraudulent transactions.

*VisaNet is the global payment system, including security and technology which operates the Visa network.

A number of merchants are also part of the Verified by Visa program. This means you may be asked to answer additional security questions before you can complete the purchase online.

Even for transactions not covered by Visa Zero Liability, there is protection against unauthorised or fraudulent activity on your account under the ePayments Code (monitored by the Australian Security and Investment Committee).

Also remember, you remain in control of your card during the entire transaction, further reducing the risk of fraud.

What is Visa’s Zero Liability Policy?

All Visa card holders are also protected by Visa’s Zero Liability policy, so you won’t be held responsible for fraudulent charges or unauthorised purchases made with your card or account information. The policy covers you when you:

  • Transact using payWave;
  • Complete a transaction online or over the phone;
  • Select credit option and enter PIN; or
  • Make an overseas and/or domestic transaction and select the credit option.

The policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions.

What are the benefits of a Visa Debit card?

With a Visa Debit card, you’ll be able to make purchases online, over the phone and with a merchant wherever Visa is accepted. The same card also gives you access to Australian and international ATMs where the Visa card logo is displayed.

It also makes paying for the everyday easier with Visa payWave. You can simply tap your card to quickly and securely process transactions up to $100, with a maximum of $500 per day.

You’ll also have access to our mobile payment solutions, including Android, Apple and Samsung Pay.

How do I report an unauthorised transaction?

If you notice any unauthorised transactions on your account, please contact us immediately and we can investigate this for you. You also have 24/7 access to our card management services via our moneytree app, which means you can place a temporarily hold on your card or cancel it, if you think it’s been lost or stolen.

Can I opt out of Visa payWave?

Unfortunately, you cannot opt-out of payWave. However, the way in which you use your card is up to you – whether it’s using payWave or selecting ‘savings’ and entering your PIN.

How can I transfer between my accounts?

You can do this a number of ways:

  • Via internet banking;
  • Via our moneytree mobile banking app;
  • Over the phone on 13 22 49; or
  • In person at one of our branches.

What ATM facilities can I use with my card for free?

Our members can easily avoid a $2.50 ATM operator fee by accessing one of the 10,000 ATM’s which provide ATM operator fee free withdrawals. To view a full list of banks with fee free ATMs visit www.ratecity.com.au/bank-accounts/news/banks-allow-free-atm-withdrawals

Plus, with PayWave, our Pays solutions (Google Pay, Apple Pay, Samsung Pay, Garmin Pay and Fitbit Pay), paying for everyday items is easier and fee free. Just note, some retailers might charge a fee for using their EFTPOS facilities.

How do I activate my card?

You’ll need to activate your card before you can use it. But don’t fret we’ve made it simple for you.

You can activate your card in minutes by:

  • Internet banking – simply log in and select ‘Accounts’ and then ‘card activation’ and follow the prompts.
  • moneytree mobile banking app – log in and select ‘cards’ from the menu, and follow the prompts.
  • Give us a call on 13 22 49.

What do I do if my Visa Debit card is lost or stolen?

If your card is lost or stolen you’ll need to give us a call quick smart and we’ll help you out.

We’ll cancel your card and order you a new one. We can also check if any unauthorised activity has occurred on the card.

Visa Debit
13 22 49
Contact centre hours

1800 648 027
Outside business hours

I'm travelling overseas. Will I incur fees using my VISA card?

You can certainly use your VISA card overseas. Just note you’ll be charged a few fees including a 3% fee of the purchase or withdrawal amount. You may also be charged a foreign ATM withdrawal fee. Just remember to factor in the conversion rate.

Don’t forget to let us know when you’re leaving so we can keep an eye on your transactions while you’re away.

Can I get an emergency card while I’m overseas?

Yes, we’re here to help.


You’ll just need to contact the VISA hotline on +1 303 967 1090. There will be a fee of approximately $50-350 for your emergency card.

What do I do if I have forgotten my PIN or I want to change my PIN?

If you’ve forgotten your PIN or if you just want to change it, you can do this anytime! Simply log onto internet banking or our mobile banking app, moneytree, and follow the prompts.

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