Contact Us
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Call our customer service helpline and one of our friendly team members will be happy to have a chat (Lines open 24/7). Or Email us (Monday-Friday 9am-5pm).
Travelex Money Card Enquires
Travelex and Mastercard are available 24/7 to assist you with with any queries.
See the information below about who is best suited to assist you, as well as the international phone numbers list when you are out of the country.
Please note that, for security reasons, you must NOT include your full Travelex Money Card number in any written correspondence. The card number should always be supplied by providing the first six and last four digits only, for example 1111 22xx xxxx 4444.
Mastercard Card Services
For assistance with the following:
- Lost or stolen cards
- Pin related assistance
- Card and account activation
- Help with username and/or passwords
- Queries regarding transactions on your account or balance enquiries
- Expired card
- Cashing out and/or closing your card account
- Questions about the card and functionality in any country
- Accessing a copy of your account information
- Understanding how your information is used to manage your card account
- Finding the closest ATM
- Google Pay and Google Wallet queries or issues
In Australia: call Mastercard Card Services on 1800 303 297
Overseas: see international phone numbers list
Alternatively, you can email prepaidmgmt_cardservices@mastercard.com. In the interests of security, we will not be able to discuss certain subjects by email. Please call the 24 hour Mastercard Card Services Team instead.
Travelex Customer Service Center
For assistance with the following:
- General account enquiry about Travelex Money Card
- Online card order
- Guidance setting up your card account online
- Available currencies
In Australia: call Travelex Customer Service Center on 1800 440 039
Overseas: call Travelex Customer Service Center +44 1733 301 805 (UK based)
Feedback and Questions
If you have feedback or questions about any of the services provided by Travelex, please:
- address such complaint to your nearest Travelex Foreign Exchange store; or
- contact Travelex Retail Customer Service Centre directly by calling 1800 440 039 or via email to retailcscaust.nz@travelex.com
Complaints
As detailed in the Product Disclosure Statement, Mastercard Prepaid handles complaints on the Travelex card program.
- phone – call the appropriate phone number listed above or on the back of your Card.
- email – write to: – prepaidmgmt_servicequality@mastercard.com.
The matter will be escalated to the relevant Manager for investigation. If a resolution is not reached within a reasonable time period, the matter will be further escalated to the Compliance Manager who will refer the matter to Senior Management for resolution. If the matter is related to the Travel Money Card, Travelex may need to refer it to Mastercard Prepaid Management Services Australia Pty Ltd for a review. All feedback is logged at each stage of the process.
If we cannot agree on how to resolve the situation, you can contact Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme. Their details are as follows:
- Call: 1800 931 678 (free call)
- Email: info@afca.org.au
- Website: www.afca.org.au
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001