Use of Visa or Visa Electron Card FAQ’s

What is the difference between a Visa and Visa Electron card?
Where can I use the card?
What are the benefits of an additional card?
How can I check my balance?
How can I view details of my transactions?
How will I find a Visa cash machine?
How do I reload the card?
I’m having trouble logging into My Account
How do I use the card at hotels, bars, restaurants, cruise liners and for mail order purchases?
How do I use the card at automated fuel dispensers and for telephone calls?
How do I use the card for hotel reservations, vehicle rental and cruise liners?
How do I use the card to make online purchases?
Can I pay for part of my purchase on my card and part using another payment method?
What if I want to return a purchase?
What if a purchase is declined?
How do I withdraw my remaining cash if it is too small for a cash machine to issue?

What is the difference between a Visa and Visa Electron card?

Both the Visa and Visa Electron cards can be used to withdraw cash from any Visa cash machine worldwide. The Visa and Visa Electron cards can also be used to purchase goods and services. A Visa Electron card can only be used at locations that accept Visa Electron and a Visa card can be used at any location that accepts Visa debit cards.

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Where can I use the card?

Visa and Visa Electron cards can be used to pay for goods and services in millions of restaurants, hotels and shops worldwide that display the Visa sign (for Visa cards only) or the Visa Electron sign (for Visa Electron cards only). You can also access local currency from over a million Visa cash machines, in more than 160 countries. To find a Visa cash machine go to the ATM Locator.

Please note: There are a number of countries where the use of Cash Passport is not allowed as they are subject to US economic sanctions. If you attempt to withdraw cash or use your card at merchants in any of these countries, your request will be declined and the reason given as 'Decline, prohibited country'.

The countries currently affected by sanctions are:

• Myanmar (Burma)
• Cuba
• Iran
• Sudan

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What are the benefits of an additional card?

Additional cards can be purchased to access the same funds as your primary card*. These are useful for either a partner or other travelling companion who is drawing on the same funds. However, please be aware that account details can only be discussed with the primary card holder.

Alternatively, the additional card can be put somewhere safe in case the first card is lost or stolen. As each card has its own PIN, the funds can still be accessed this way, even if the first card is reported lost or stolen and is blocked.

* This option can vary by product and country and may not be available on some cards. Certain conditions and restrictions apply, please refer to your User’s Guide and Terms and Conditions or contact us for more information. A small additional charge may apply.

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How can I check my balance?

Many cash machines will tell you your balance at the time of withdrawing cash. Alternatively, you can always check your balance at My Account or Contact us by calling the number on the back of your card. You will be asked to confirm a number of security details that you provided at the time of purchasing your card.

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How can I view details of my transactions?

You can view all of your transactions by visiting My Account or you can Contact us.

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How will I find a Visa cash machine?

Go to the ATM Locator to find the nearest Visa cash machine to you.

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How do I reload the card?

Most cards can be reloaded* by returning to the location where they were purchased. If you purchased your card in Australia you may be able to reload your card via Bpay. If you purchased your card in the USA, you may be able to reload your card from your checking account. To reload your card from your checking account, please visit My Account to register your bank account details. Once you have registered your details, subsequent reloads can be performed through My Account and Contact us.

Please note cards purchased in some countries cannot be reloaded, please refer to your User’s Guide for more information.

* A small additional charge may apply

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I’m having trouble logging into my account

Contact us by email or telephone and we will help you log in.

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How do I use the card at hotels, bars, restaurants, cruise liners and for mail order purchases?

When using your card as payment at certain locations, before the transaction is authorised the merchant or service provider will check your card balance for the value of the purchase , plus an additional 10%-20%, which will automatically be added to cover tips, service charges or other variable costs. This is in line with standard card processing procedures. For details on the percentages that apply to each transaction, please refer to the User’s Guide you received when you purchased your card or Contact us.

Please note that your card may be declined for payment if your card balance is less than the bill amount plus the additional percentage.

Your card balance must allow for the purchase amount plus the percentage indicated above. For example, at a restaurant this could be an additional 10% of the final bill amount to cover service charges. When you purchase goods by mail order or online, the additional amount may be added to cover any extra costs, such as variations in the delivery charges.

In all instances, only the final amount authorised by you will be debited from your account.

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How do I use the card at automated fuel dispensers and for purchasing telephone calls?

When using your card at automated fuel dispensers and to pay for telephone calls, your card must have a minimum balance prior to you using the service. Please refer to the User’s Guide you received when purchasing your card for the minimum balance required on your card to use these services or Contact us.

In all instances, only the final amount authorised by you will be debited from your account.

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How do I use my card for hotel reservations, vehicle rental and cruise liners?

If you provide your card as a guarantee for payment, for example at hotels or at vehicle rental companies, the staff at these locations will estimate the amount of your expenditure and verify that your card has sufficient funds to pay your estimated bill. This pre-authorised amount will be “held” against your account, making it unavailable for other purchases.

When you settle your final bill, the merchant or service provider should usually release these funds. However, it may take up to seven days for the “held” amount to clear.

Cruise lines will not accept your Visa pre-paid card for establishing an on board spending account when checking in. However, your card can be used in most instances to settle your bill.

Due to the above reasons and the potential amounts involved, we would therefore advise against using your card to pre-authorise expenditure.

If you would like any further information about this you can call us using the numbers provided at the time of purchasing your card or Contact us.

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How do I use my card to make online purchases?

When making a purchase through the Internet or by phone / mail order, you must use the address registered for your card, as provided at the time of purchasing it. A different address may lead to your card being declined for payment*.

* Please note that not all cards can be used to make online purchases.

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Can I pay for part of my purchase on my card and part using another payment method?

Yes. When combining your pre-paid card with other forms of payment, you must notify the cashier before paying and confirm the amount that you wish to deduct from your pre-paid card. The cashier should process your pre-paid card first, then accept the other form of payment for the balance of the transaction amount.

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What if I want to return a purchase?

Each merchant location has its own returns policy, and will handle the returns in the same manner as any other Visa transaction when purchased goods are returned. You may receive a credit to your card, a cash refund or a store credit. A credit to your card may take up to seven working days to clear.

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What if a purchase is declined?

If a purchase is declined, the card’s available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Please be aware, that use of your card at some merchants such as restaurants and mail order companies requires the card to have an available balance greater than the purchase amount. To ensure sufficient funds for tips or incidental expenses please refer to the FAQ “How do I use the card at hotels, bars, restaurants, cruise liners and for mail order purchases”.

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How do I withdraw my remaining cash if it is too small for a cash machine to issue?

If the remainder left on the card is too small an amount to withdraw from an ATM, you can take your card back to the location where you bought it and they will refund the balance less any applicable fees.

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