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Travel Money Card FAQs

Have a question about buying a Currency Pass, or potentially you need help with your existing card? Either way, you've come to the right place! To save you scrolling, below is our top 6 types of FAQ. If your question isn't answered here, it may be further down this page.

ABOUT

What is Currency Pass?

Currency Pass is our travel money card, and your answer to travelling safely and securely! With Currency Pass you can load up to 10 x currencies on your card, lock in your exchange rate and use it wherever Mastercard is accepted, including at ATMs. Find out more here.

Who is behind Currency Pass?

Our Currency Pass is supported by Mastercard which means you can use it anywhere Mastercard is accepted, including at ATMs globally.

How safe is my information & funds?

Safety and security is important to us. With Currency Pass, none of your personal information is stored on the card, unlike a credit card which is connected to your financial institution. Your transactions are managed by Mastercard but funds are underwrittern by Heritage Bank Limited. In the unlikely event that you misplace your card, you can suspend the card by giving us a call on +61 (2) 8974 0856. We can make arrangements to transfer you money via Western Union. Additionally, as the card isn't linked to your financial institution, you can rest assure that if someone has it, they can't access your accounts back home. 

How do I change my account details?

Easy - login to my.travelmoneyoz.com and from here, click on Account Details in the menu bar. From here, you're able to edit your email address, phone number and address. For help with changing anything us, give us a call on 13 61 95, or +61 (2) 8974 0856 from overseas.

Do I have to be online to use Currency Pass?

No, Currency Pass works just like your every day debit card. You can simply tap and go for every day purchases or withdraw funds from an ATM. The only time you really need to be online is if you want to manage your funds via our easy to use app or website.

Why is my Currency Pass card dual sided?

Like most credit/debit cards this is an added security feature for you. The reverse side of the card has your signature for identification purposes and the CVV number of additional security when making online purchases.

How does a Currency Pass work?

Currency Pass works just like your every day debit cards. You can use it for tap n go purchases, paywave and online shopping. But we've made it just a little bit better by being able to load up to 10 different currencies so that when you're travelling you can spend the local currency and always know how much it's costing you.

Is the Currency Pass a credit or debit card?

Great question. Travel Money Oz Currency Pass is a debit card! You can only spend the funds that are loaded onto the card. The best part is, you won't get caught out with hefty credit card fees and interest. You're only spending your money. 

Where can I use the Currency Pass?

We're pretty confident we have most destinations covered however Iran, North Korea, Sudan, Syria and Crimea are affected by sanctions, which means that your Currency Card will be declined if you try to use it in these countries. The list of countries in which the Currency Card does not work will be updated from time to time, so please check back here before travelling.

BUYING

How do I get a Currency Pass?

Getting a Currency Pass is easy. You can order a card online via our website (this will take up to 14 business days to receive in the mail) or simply visit one of our 140+ stores to take one away immediately.

How much will a card cost me to purchase?

Our Currency Pass is free to buy - just make sure it's loaded with minimum $20 to get started. We don't charge any fees for issuing and loading your card in store either. (Although, merchant fees will apply if you are using a credit card to load funds however).
More info on fees and limits can be found here.

Can you buy a Currency Pass if you're under 18?

Yes, you can get a Currency Card if you are under 18. You will however, need to complete your identity verification in person at your nearest Travel Money Oz store. Only Australian Passport or Drivers License will be accepted as valid ID.

Can I get a second card?

Unfortunately we can only give 1 x card per Currency Pass account (at this stage!).

What do I do if I can't buy a Currency Pass online?

To buy a Currency Pass online, you must verify your identity against several government sources (100point ID check). If your identification doesn't meet the online requirements, you still may be able to buy a Currency Pass in store if you're an Australian resident. Simply bring in a valid photographic Australian Passport, or Australian state driving license and we can set you up on the spot.

 

TOP TIPS WHEN USING YOUR CARD

How do I use my Currency Pass overseas?

Always select credit when making a transaction (including at ATMs!) and if given the option, pay in the local currency of the destination vs AUD, providing it's loaded on your card. This avoids you paying extra conversion fees (this is often called Dynamic Currency Conversion). 

What do I do if an overseas vendor asks if I want to pay in AUD?

We recommend always paying in the local currency if it’s loaded on your Currency Pass. In some situations, ATMs and retailers may offer ‘Dynamic Currency Conversion’ (payment in your home currency). This however, simply allows them to dictate their own exchange rate and may result in you being charged fees associated with a foreign transaction. Spending in the local currencies means you always know what you're paying and have greater control over your funds.

REGISTERING


How to register online

Follow these steps...

  1. Click the Login/Register button the top right hand corner of the website.

  2. Select the Get Start button. Enter your details into the registration form and press next.

  3. Create your password and security questions.

What to do if you're unable to register your account

Give us a call on 13 61 95, or if calling from overseas +61 (2) 8974 0856 and we'll give you a hand.

ACTIVATING

How to activate your card

Just like your regular bank cards, for security reasons Currency Cards need to be activated once you've received it. To do this, follow the below prompts...

  • Call Mastercrd on 13 61 95 or on +61 (2) 8974 0856 from outside of Australia

  • Press 11 to hear the card services line in English

  • Press 2 for Card activation or PIN Assistance

  • Follow the prompts and enter your card details to hear the current card balance

  • Your card is now active, continue to listen and follow the call options to hear your new PIN number

LOGIN/PASSWORD

How to log in to the customer portal

Easy - click the Login/Register button on the top right hand corner of the Travel Money Oz website and enter in your email and password.... but if this isn't proving to be easy, and you're having a bit of trouble, give us a call on 136195 (or +61 (2) 8974 0856 if you're overseas).

Help i'm locked out of my Currency Pass account

No stress - head to my.travelmoneyoz.com and select 'I have forgotten my password' to reset your account. If you're still having trouble, give us a call on 13 61 95, or if calling overseas +61 (2) 8974 0856

PIN

How to reveal your PIN

You've got 2 x options..

1. By phone

Give us a call on 136 195, or if calling from overseas +61 (2) 8974 0856. From here, press 11 to hear the card services line in English and then press 2 for Card Activation or PIN Assistance. 
Follow the prompts and enter you card details to hear your current card balance.

2. Reveal via desktop (note this won't work as well on mobile!)

Log into the my.travelmoneyoz.com portal. Click on the Currency Card link at the top of the screen. Reveal PIN is the 5th option.


How to change your PIN

You can change your PIN number at select RediATM's... but, not all RediATM's support this, so to save you time and effort - log into the Currency Pass portal, click on Currency Card and through to Change my PIN, you'll see the ATM finder where you can type in your suburb or postcode to find your nearest RediATM.

LOADING & ACCESSING MONEY

How can I load my card

You have a few options. You can load money onto your card using the Travel Money Oz app, or by logging into your account on our website - from here, you can load via Debit or Credit Card (instant load), or via Bank Transfer (takes 1 business day), or you can load your Currency Pass in any of our 140+ stores nationwide. You can also reload your card with BPAY at any time from your online banking account (2-3 days for BPAY transfers to appear)

What currencies can I load

Up to 10! They include... USD, EUR, GBP, NZD, CAD, HKD, JPY, SGD, THB and AUD.
If you're heading somewhere and their currency isn't one of the above, no stress - load in AUD (or any of the others) and withdraw the local currency from an ATM. Or swipe/tap as normal and it will convert as you go with each transaction. 

Receiving a reload SMS

We use 3D authentication as a security measure when you reload funds... which is often linked to you Aussie mobile number, through your bank. If you can't receive the SMS, you'll need to contact your bank to update your details.
As an alternative, try reloading using BPAY or Bank Transfer, however, if we're a new payee, it's possible your bank still may need to send a SMS. 

BPAY

The important things about BPAY are below..

  1. It will take 2-3 business days for your BPAY transfer to appear and the rate used will be the rate of the day the load is applied, not the day the transaction is initiated.

  2. If this is a new card, make sure you card is activated before you try load (you'll know it's activated if it's already got money on it)

  3. Biller Code: 184416. Reference: Your 16 digit card number.

  4. Funds will appear in your defaut currency (which may be AUD). From here, distribute between currencies using the "transfer between currencies" feature.

Bank Transfer

  1. Log into my.travelmoneyoz.com and click the Load Money button, along with the currency and amounts.

  2. Select the Bank Transfers tab, read the T&Cs and press Confirm Order

  3. From here, you'll see the confirmation page with the payment details and 9 digit account number (this will also be emailed to the email address on the account!)

  4. Log into your internet banking and make the payment within the 4 hours. You'll receive an email alert that your $$ has been loaded (likely to be next business day)

  5. IMPORTANT - to get the rate you were quoted, you NEED to put in the Message/Reference number in when transferring. If you forget this, your money will be loaded in your default currency. (P.S this Message/Reference number is a once off for us, next time you load via bank transfer, you'll be issued with a new one!)


Reload error message

Received the below message? This means your card has not been loaded (even if you see the funds pending in your bank balance!). Please follow the steps in the notification message below before re-loading your card. We repeat... before re-loading your card!

We are unable to authorise this transaction. Before re-attempting to load your Currency Card, please contact your financial institution and then get in touch with our payments team. You can contact them by emailing payments@travelmoneyoz.com

 

Where can I find my 9 digit account number?

This is part of your bank transfer process....(which you probably know by now!) - you'll see this on the final screen when you complete the bank transfer on the Currency Pass portal or App. Your 9 digit account number will also be included in your confirmation email. 
If you don't receive the confirmation email, give us a call on 13 61 95, or if calling from overseas +61 (2) 8974 0856 and we'll give you a hand.

 

How do I change my card's default currency?

To start, make sure you're logged into the Currency Pass portal then...

  1. Select Currency Card in the top menu, and Currency Card Settings

  2. Then click on the set default currency button


Once this change is made, any unquoted Bank transfer or BPAY loads will land in the default purse.

What is the maximum/minimum amount I can load on my card?

The minimum amount you can load is $20 (AUD) but who are you kidding, you'll be spending alot more than that on your holiday…
The maximum amount your can load onto your Currency Pass in one load is $10,000 (AUD). If you need more just speak to us in store.

How long does it take for funds to be loaded  onto my card?

How quickly do you need the money? Credit / debit card transfers are instantly available. Bank transfers will take 1 business day (Mon-Fri) and prior to 2pm AEST. BPAY will take a little longer, this is on average 3 business days. Alternatively, come and see us in store at one of our 140+ locations for more immediate assistance.

What happens if I run out of funds in one currency, but have other currencies available?

If a purchase cannot be completed because there are not enough funds in that currency on your card and you do have other currencies, the card will automatically convert other currencies to complete the purchase. The transaction will be split across 2 or more currencies and will appear that way on your statement. Read more about this in our PDS. 

How to transfer between currencies

Log into your account by clicking on the login/register button at the top of the Travel Money Oz website. Once you're in, click on the Currency Card tab, and select Transfer between currencies. Select the currency you wish to transfer from, and to. From here you can enter the amount you wish to transfer. You will then see the amount of the new currency, along with the rate in which the transfer is completed. Don't forget to click "Confirm Transfer" to complete your transfer.

How much will it cost for me to reload my card?

If you reload your card instore we're not going to charge you any fees. There are however merchant fee associated with credit cards. If you're processing this online there are also fees associated with credit cards and BPAY. You can however do a bank transfer and avoid fees.

 

 

BALANCE & TRANSACTION HISTORY

How to check your balance

You can check your balance by logging into my.travelmoneyoz.com or through our app. Your balance will be on the home page once you've logged in. Or, give us a call on 13 61 95 or +61 (2) 8974 0856 from overseas and you can hear it over the phone.

Transaction history

Should you need to take a peak at the shopping damage, you can view your full transaction history online at my.travelmoneyoz.com or via the Travel Money Oz app. Both of these options also allow you load additional funds and transfer money to other currencies.

Pre-authorisation

If you’re using your Currency Pass for pre-authorisation for a bond payment with a merchant (i.e for a hotel, car hire or cruise), the pre-authorisation amount may not be released
back onto your card for up to 30 days. If you pre-authorisation amount hasn't cleared within this period, give us a call on 13 61 95 or 
+61 (2) 8974 0856 from overseas.

Pending transactions

Any pending transactions will update as the merchant settles them. Once this happens it will be reflected on your transaction history. Should you need to dispute a transaction please give us a call on 13 61 95, or +61 (2) 8974 0856 from overseas.

 

REPLACEMENT CARD

Replacement Card

To order a replacement card, give us a call on 13 61 95 and we can sort you out with your 2.0 card! If you're having issues activitating your card, also give us a bell on the same number.

ATM

Top tips for using an AM

Make sure you're using an ATM that accepts Mastercard Always press "credit" If you've entered your PIN incorrectly more than 3 times, your card will be blocked as a security measure. If this happens please give us a call on 13 61 95 or +61 (2) 8974 0856 from overseas.

Why are there extra ATM fees on my statement?

Every time you use an ATM, it's likely you'll be charged a standard ATM fee, with this, there may be additional charges from that ATM provider where you withdrew money. We've outlined this in our PDS so you're aware. The difference in fees may also be due to the transaction being made in your local currency, versus the currency of the country you're travelling in. We always recommend making purchases in the local currency where possible, and being aware of the ATM fees before you withdrawal cash as the more you use an ATM, the more fees you're likely to incur.

LOST OR STOLEN CARD

You have 2 x options here (please promise us you'll action immediately!)

1. You can place a temporary block (or unblock) on your card when you're in your Currency Pass account.
2. Call us 24/7 on +61 (2) 8974 0856 and if your card is lost, we'll suspend it - and if it's stolen, we'll close it to prevent fraud. If you need emergency $$ you'll need to give us a call so we can check you're eligible and let you know where your nearest pick up location is

CANCELLED OR SUSPENDED CARD

If your card has been cancelled, or suspended, please give us a call on 13 61 95, or +61 (2) 8974 0856 from overseas.

DELIVERY

If your card hasn't arrived within 14 business days of buying it, give us a call on 13 61 95 and from here we can look at cancelling the card that has not arrived, and a solution to get you a replacement card before your departure.

DISPUTING CHARGES

If you need to dispute any charges, give us a call on 136195 or +61 (2) 8974 0856 if you're overseas and we can look into this for you

CASH OUT

If you've returned home with leftover currency (well done, you!) you have a few options...

  • Your card is valid for 5 years, so you can hold onto it and use it again next trip.
  • You can transfer any leftover funds to AUD and simply use the card for day to day transactions.
  • You can have the balance transfered back into your Australian bank account. There's 2 x ways you can do this...
     

1. Online

Login to my.travelmoneyoz.com click on cash out to bank account. We'll need to confirm how much you want to cash out, your ID and your Australian bank details. You will also need to confirm your Mothers Maiden Name and DOB (this must be of the cardholder).
This will take up to 5 x business days and you will be charged a $10 fee which will come out of your balance.

2. In store

Visit us in any of our 140+ stores nationwide and fill in a cash out form which will be emailed to Mastercard to process. This will take up to 10 x business days and you will be charged a $10 fee which will come out of your balance.

MASTERCARD OVERSEAS CONTACT NUMBERS

 

  • UK – 0800 056 0572
  • USA/Canada – 1877 465 0085
  • Japan – 00531 780 221
  • Thailand – 001800 442 212
  • New Zealand – 0800 444 691
  • Hong Kong – 800 966 321
  • South Korea – 00798 4434 1279
  • Other countries – +44 207 649 9404