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 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 ‘Services & Help’ from the menu and follow the ‘Activate my card’ 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.
  • Pop into one of our local branches.

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. Alternatively, you can just drop into one of our branches and we’ll assist you to change your PIN.

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Not sure what's the best fit for your needs? No worries. Get in touch with one of our banking specialists today.

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