FAQ

Help & FAQs

The basics

  • What is a Travelex Money Card?

    Travelex Money Card is a contactless prepaid Mastercard® currency card, designed for overseas use. Charges for use in the Australia will apply - for more information, please visit travelex.com.au/travel-money-card for the fees and limits.

    You can load multiple currencies onto your Travelex Money Card before you travel, and then use it in millions of ATMs worldwide to access your money quickly and safely. You can also pay for goods and services online and in stores worldwide.

  • How does Travelex Money Card compare with other FX products?

    The Travelex Money Card is a convenient and safe way of carrying your travel money overseas, offering all the peace of mind and security you need from a travel card.

    Pre-loading your Travelex Money Card gives you more control of your travel budget than a standard debit or credit card, and given we do not levy any international ATM or transaction fees on purchases, it’s easier to manage your overseas spending.

    Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

  • What happens if I have a Cash Passport?

    We’ve replaced the prepaid card that we sell in this country with the enhanced and renamed Travelex Money Card.

    If you choose to buy a Travelex Money Card and already have an existing Cash Passport, you'll need to transfer the balance on your Cash Passport to your new Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

    The new Travelex Money Card is an enhanced product, with contactless functionality, free Global Wifi hotspots and unique merchant offers. To find out more about the benefits of the Travelex Money Card, visit Travelex.com.au/travel-money-card. It’ll still have the same security, won’t be linked to your bank account and is still Chip and PIN protected.

    However, if you don't want to purchase the Travelex Money Card, you can still use your existing Multi-currency Cash Passport. Please note, we're no longer selling new Cash Passports.

Getting started

  • How do I get a Travelex Money Card?

    You can purchase a Travelex Money Card from any Travelex store or online and collect from a Travelex store in Australia. You’ll be provided with an active and ready-to-use card on the spot.

  • Who can apply for a Travelex Money Card?

    There is no minimum age in a Travelex store, but online you'll need to be over 18 years old. All you need is valid government issued photo ID.

  • How many cards can I get?

    You should only hold one card in your name at any one time.

    If you choose to buy a Travelex Money Card and already have an existing Cash Passport, you'll need to transfer the balance on your Cash Passport to your new Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

    You can also purchase an additional Travelex Money card, which you should only use if your primary card is damaged, lost, misused or stolen. You should not share your cards with anyone else.

  • Will my name be on the card?

    No, your name won't be shown on your Travelex Money Card. This helps with getting you a card as quickly as possible.

  • What if I’m a non-resident?

    If you’re a non-resident, you’re still able to purchase a Travelex Money Card, but you’ll need valid government issued photo ID with an Australian address.

  • Can I purchase a card if I am under the age of 18?

    There is no minimum age if you purchase your card in store. However, to purchase online you must be 18 years of age or older.

  • Can I request an additional card?

    You can request an additional card when you purchase your Travelex Money Card. Please see the fees and limits section to find out how much this additional card fee is.

  • How does an additional card work?

    You should keep your main card with you to use and spend on your travels. If you decided to purchase an additional card for peace of mind, please keep it safe. If your main card becomes compromised, damaged, lost or stolen, you can call Card Services to cancel your main card and start using your additional card right away, meaning you can still access your funds.

    If you have an existing Cash Passport, please refer to the FAQ: What happens if I have a Cash Passport?

  • Can I have my funds transferred from my Cash Passport card to the Travelex Money Card?

    Yes, simply let Card Services know that you'd like to transfer funds from your Cash Passport card to your Travelex Money Card. They'll transfer your funds at no cost and put them onto the same currencies. For example if you have US$1,560 on your Cash Passport card, the Card Service team will balance transfer US$1,560 into your USD wallet on the Travelex Money Card.

    Call Card Services 24 hours a day, seven days a week. You can contact Card Services here.

  • Can I use a secondary card for other people?

    Unfortunately it’s not possible to have any secondary cardholders on your Travelex Money Card.

My account

  • What is My Account?

    My Account is an online card services tool, where (once you register your Travelex Money Card) you can check your balance, obtain a PIN reminder, move money from one currency to another, review your transaction history and balances.

    To register for My Account, simply go to the My Account link, select New Registration and follow the instructions on the screen to register your card. You can login to your My Account here. You can find contact numbers here.

  • How do I register my card in My Account?

    Click on the link for My Account, select New Registration and simply follow the instructions on the screen. You can login to your My Account here.

    If you have any issues please call Card Services 24 hours a day, seven days a week. You can contact Card Services here.

  • What do I do if I can’t access My Account?

    If you’re having difficulty registering your card, please contact Card Services 24 hours a day, seven days a week. You can contact Card Services here. Your Travelex Money Card will be active and ready to use as soon as you purchase it, regardless of whether you’ve registered for My Account or not.

  • How do I activate my card?

    If you purchase your Travelex Money Card in one of our Travelex stores, then it’s activated at the time of collection.

    If you purchase your Travelex Money Card online and are collecting your online order from a Travelex store, your card is activated at the time of collection.

Managing card

  • Do I need a PIN with my Travelex Money Card?

    Yes, you’ll need your 4 digit PIN to use your card overseas at an ATM and for most purchases.
    If you’ve forgotten your PIN, either go to your My Account online for a PIN reminder or call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • How do I get the PIN number?

    When purchasing and collecting your card at a Travelex store, your PIN number is given to you along with your card.

  • Can I change my PIN?

    Yes, you can change your PIN at any participating Redi Cuscal ATM machines across Australia. Use this link to see a RediATM locator to find your nearest ATM and follow the prompts on screen.

  • What happens if I've forgotten my PIN?

    You can get a PIN reminder by selecting the 'PIN reveal' option in My Account online. You can login to your My Account here.

    Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week.You can find contact numbers here,

  • How can I check my balance and move money between currencies?

    The quickest and easiest way to check your balance is in the Travelex Money app – find out more here.

    You can also check your balance, view your transaction history, get a PIN reminder and move money between currencies as soon as you've registered your card in My Account online, as well as by calling Card Services.

    Call Card Services, 24 hours a day, 7 days a week. You can find contact numbers here.

Using & topping up card

  • What if I don’t have enough of the currency I need?

    The great flexibility of the Travelex Money Card means that as long as you have more than one currency loaded, your card will automatically select the next available currency, in the following order:

    Australian dollars, US dollars, British pounds, euros, Canadian dollars, New Zealand dollars, Japanese yen, Singapore dollars, Hong Kong dollars and Thai baht.

    The funds will be debited from the balance of each currency, starting with your home currency, in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using daily rate determined by Mastercard plus the foreign exchange fee. The order or priority can’t be changed.

    If you have insufficient funds of the currency you need, or you don’t have the currency of the country you are visiting on your card, you can still use your card to make a payment. The Travelex Money Card will automatically convert the amount of the transaction from local currency into the currency/ies available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, plus a foreign exchange fee (please see the fees and limits section for more details.

  • What is my default currency and how do I change it?

    Your default currency is the currency you set in My Account - it’s automatically set at the home currency of the country where you purchased your Travelex Money Card. You can login to your My Account here.

    You can only set one default currency at a time, but you can change it in your My Account at any time.

  • Which currencies can I load my Travelex Money Card with?

    The Travelex Money Card can be loaded or topped up using Australian dollars.

    Your dollars will be added to your card, or converted (at an exchange rate determined by Travelex) and loaded into (up to) 9 additional currencies: British pounds, euros, US dollars, Canadian dollars, New Zealand dollars, Hong Kong dollars, Singapore dollars, Japanese yen and Thai baht. You can move money between the currencies on your card at your convenience, 24 hours a day, 7 days a week via My Account. You can login to your My Account here.

    For this, you will be charged the Travelex Currency to Currency foreign exchange rate, which is determined by us. We will notify you of the rate that will apply at the time you allocate your funds from one currency to another.

  • Does the Travelex Money Card have a mobile app?

    The Travelex Money Card has a mobile app, making it really easy to have your finger on your balances and to top up your Travelex Money Card within seconds, wherever you are in the world. To download the Travelex money app please click here for iPhone or here for android.

  • How much does a Travelex Money Card cost?

    The initial card fee is free, subject to minimum load amounts. Please see the please see the fees and limits section for more information. There are fees associated with the way you use your card e.g. the type of transaction, the currency you use, and when you move currencies on your card. Limits also apply to top up amounts and method of top up. Please see more information on applicable fees and limits section.

  • How do I move money between currencies?

    You can move money between currencies by logging into your My Account online. When you move money from one currency to another, the Travelex Currency Transfer fee will be applied. You can login to your My Account here. You can also call Card Services to do move money between currencies - you can find contact numbers here Please see the fees and limits section for more.

  • Which currency will be used for a transaction?

    If you’ve loaded the currency of the country you’re visiting, your card will use that currency. If you don’t have enough local currency, and you’ve got other currencies on the card, the transaction will be debited firstly from the remaining local currency, and then from the other currencies in the order of priority specified below until the sufficient amount is found:

    Australian dollars, US dollars, British pounds, euros, Canadian dollars, New Zealand dollars, Japanese yen, Singapore dollars, Hong Kong dollars and Thai baht.

    Transactions and fees that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

  • What do I do when asked if I want to pay for my transaction in ‘My local home currency’ instead of the local currency of the country? (DCC)

    Some foreign retailers and ATM operators give cardholders the choice of paying in either the currency of the country they’re visiting or in their own local home currency.

    If you’ve loaded funds in the currency of the country you’re in, we recommend that you don’t choose to pay in your local home currency and you should pay in the currency of the country you’re in instead.

    If you opt to pay for a transaction in a currency other than the local currency, you may incur additional cost.

  • What if I am visiting a country and do not have the right currency on the card?

    You can still use your Travelex Money Card to make a payment if you don’t have the currency of the country you’re visiting on your card. Where you don’t have a balance in the currency of the transaction, your card will be debited according to the predetermined default order of priority, which is as follows:

    Australian dollars, US dollars, British pounds, euros, Canadian dollars, New Zealand dollars, Japanese yen, Singapore dollars, Hong Kong dollars and Thai baht.

    Funds will be debited from the balance of each currency in this order until the relevant transaction amount has been satisfied. Transactions and fees that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

  • What if I don’t have enough of the currency I need to make a purchase or withdrawal from an ATM?

    The great flexibility of the Travelex Money Card means that if you have more than one currency loaded, the card will automatically use up the remaining money you have in the required currency, then select the next available currency in the following order:

    Australian dollars, US dollars, British pounds, euros, Canadian dollars, New Zealand dollars, Japanese yen, Singapore dollars, Hong Kong dollars and Thai baht.

    The search will automatically begin from the start of the order, and the funds will be debited from the balance of each currency in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

    Alternatively, you can log into your My Account online and move your money from one currency to another currency on your card. The Travelex Currency Transfer fee will be applied. Click here to see the fees and limits.

  • Do I select 'Cheque', 'Savings', ‘Debit’ or 'Credit' at an ATM?

    You should always choose 'credit' at an ATM or merchant. Even though the Travelex Money Card is not a credit card and you won’t be charged credit card fees, by pressing ‘credit’ you will be using the international system, rather than the local banking system.

    If the credit option doesn’t work, then please choose ‘debit’ or ‘savings’.

  • What card balance will be given at an ATM?

    Not all ATMs will display the card balance; some may show a total for all currencies in the local currency. If you want the exact balance of the funds remaining on the card, please go to your My Account, log into the Travelex Money App or alternatively call Card Services - you can find contact numbers here

  • Will I be charged an ATM fee overseas?

    Travelex will not charge you overseas ATM fees for making withdrawals and balance enquiries at ATMs displaying the Mastercard Acceptance Mark.

    Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

  • What is the maximum amount I can withdraw from an ATM in each 24-hour period?

    You can withdraw up to AU$3,000 (or currency equivalent) in any 24 hour period. Some ATM operators may set lower limits.

  • What is the maximum amount I can spend on the card each day?

    The maximum limit that you can spend in any 24 hour period is AU $15,000 (or currency equivalent) across transactions made via point of sale, internet and phone transactions.

  • What is contactless?

    Travelex Money Card is Mastercard contactless enabled. Mastercard contactless is the faster way to pay for purchases of under GBP30. No signature or PIN is required. Just tap your card against the reader and go. For more information, please visit https://www.mastercard.com.au/en-au/consumers/features-benefits/contactless.html.

    Please note, transaction limits are subject to change and different transaction limits will apply in different countries.

  • How can I check the balance and transaction details on the card?

    If you want a quick check on your balance, you can check in the Travelex Money App. However if you want a more detailed transactional history alongside your balance, you can see these by using My Account online.

  • Can I get cash back when making a purchase?

    No, but you’ll be able to get cash from ATMs. Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

  • Can I use the Travelex Money Card online to make purchases?

    Yes, you can use your card to shop online from any merchant that accepts Mastercard Prepaid. As long as you have the correct currency on the card that the online site trades in, a currency conversion won’t be required.

    Please note: your card will use the currency of the online site. If you don’t have enough of that site’s trading currency, and you’ve got other currencies on the card, the transaction will be debited firstly from the remaining local currency, and then from the other currencies in the order of priority until the sufficient amount is found.

    Transactions and fees that require a currency conversion are calculated using the Mastercard® foreign exchange rate plus the foreign exchange fee.

  • What if my card doesn’t work at an ATM?

    Your Travelex Money Card should work in any ATM displaying the Mastercard Acceptance Mark. If you’re unable to withdraw cash at an ATM, check if you’ve got enough money on your card first, then call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

    Your card will be disabled if an incorrect PIN is entered 3 times in a row. If the card is disabled, please contact Card Services to reactivate it, which can take up to 24 hours. You can find contact numbers here. If you’ve forgotten your PIN, contact Card Services or check your My Account. You can login to your My Account here.

    Make sure to always choose 'credit' at an ATM.

  • What if the ATM asks for a 6 digit PIN?

    In some countries, you may be asked for a 6-digit PIN when using an ATM. However, your card’s 4-digit PIN will still be accepted if the ATM has been set up correctly and you have selected ‘credit’. If you need assistance with any PIN issues, call Card Services. You can find contact numbers here.

  • How do I change my address for Travelex Money Card?

    Please call Card Services if you need to change your home address. You can find contact numbers here.

  • Can I register for SMS text alerts?

    SMS services are currently not available to Travelex Money Card cardholders.

  • How secure is the Travelex Money Card?

    Activity on your Travelex Money Card is monitored every day to detect unusual behaviour, and if something is spotted you'll be contacted to check your transactions. There are also things you can do to help keep your travel money secure:
    • Sign your card as soon as you receive it
    • Check your transactions regularly and report anything unusual to Card Services immediately
    • If you print statements from the internet, keep them safe and shred them when you've finished using them
    • Never give your personal details to someone on the phone
    • Don't give out your details in response to unsolicited email
    • Be wary of anyone who asks for common security details like your mother's maiden name, passwords, date of birth, or information about your work
    • Never give your PIN to anyone, even if they claim to be from your card issuer
    • Don't let yourself get distracted when using cash machines or point of sale terminals - somebody may be trying to find out your PIN

  • When does the Travelex Money Card expire?

    Your card will expire on the date given on the front of the card. Upon expiry you’ll still be able to obtain a refund of the balance in accordance with the Agreement, or you may choose to transfer the remaining funds to a new card. You may be charged for this service.

  • What if I still have funds on my Travelex Money Card and it has expired?

    If you don't wish to keep the funds for further trips or shopping online, please go into a Travelex Store or online at Travelex.com.au to have the funds returned to you in Australian dollars.

  • Can I top up/add extra funds to the Travelex Money Card?

    Yes, you can top up funds onto your card by the following methods:

    The quickest and easiest way is via our Travelex Money app. You can also top up online at travelex.com.au or at any Travelex store in Australia.

    When topping up at a Travelex store, make sure to bring along your card and a valid government issued photo ID. The funds you load will be available straight away.

    Load and top up limits apply; please see for fees and limits. If you load a currency onto the card other than the local home currency, the Travelex foreign exchange rate disclosed at the time will apply.

    BPAY® is also an option. Please note that it can take 2-3 Australian business days for funds to appear on your card.

  • How much can I load/top up onto a Travelex Money Card?

    The minimum you can load is AU$100 or currency equivalent. The maximum you can load in any 12 month period is AU$100,000 or currency equivalent. The maximum you can top up via BPAY® is $25,000 or currency equivalent. Load and top up limits apply - please see fees and limits section.

  • What exchange rate is used for top ups?

    The Travelex foreign exchange rate applies when you top up funds onto the card into a currency other than the local home currency, but you will receive a quote before you process the transaction on the Travelex Money app, online or at your local Travelex store. Load and top up limits in the fees and limits section.

  • What happens if the card is damaged, lost, misused or stolen?

    If your card is damaged, lost, stolen or misused, please contact Card Services immediately.

    If you requested an additional backup card, you can continue accessing and spending your funds with no delay.

    If you don’t have a backup card, don’t worry; a replacement card can be organised for you. Alternatively, we can arrange for emergency cash in the local currency (up to the value remaining on the card and subject to availability), anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours).

    Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • How do I get a replacement card sent to me?

    If you need a replacement card, call Card Services 24 hours a day, seven days a week. You can find contact numbers here. There is no charge for replacement cards.

  • Can I get access to emergency cash?

    Once you’ve contacted Card Services to report your lost or stolen card, we can arrange your emergency cash in the local currency (up to the value remaining on the card and subject to availability) anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours). Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • What is the contact number I need to call when overseas?

    If you need help or assistance, you can call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • Who are Card Services, and what do I call them for?

    Card services are the support team for the Travelex Money Card. You can call 24 hours a day, seven days a week with any enquiries. You can find contact numbers here.

  • Will pre-authorisations be applied to transactions on my Travelex Money Card?

    Some businesses may require pre-authorisation of the estimated bill (for example, deposits) – these are usually hotels, car rental businesses and cruise ships. In this case, the estimated amount of the bill will be temporarily unavailable. After the final bill is paid, it may take up to 30 days before the pre-authorised amount is available again. Not all businesses will accept your card as a means of pre-authorising payment.

    We recommend that you don’t use your Travelex Money Card for pre-authorisations. You can of course use your Travelex Money Card to settle your final bill.

  • How do I close my Travelex Money Card?

    You can call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • How do I find out about the Travelex Money Card platinum benefits?

    You can find out all about the platinum benefits of the Travelex Money Card here.

  • Are there any countries or geographical regions the Travelex Money Card won’t work in?

    Yes, there are a few countries and geographical regions where it’s not possible to use your Travelex Money Card.

    If you attempt to withdraw cash from a cash machine or use your card at merchants in any of these countries or geographical regions, your request will be declined. The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria, and Crimea.

  • What if I disputed a transaction?

    If you have a query about a transaction on your Travelex Money Card, please call the 24 hour Card Services team immediately. Card Services will be happy to check your Travelex Money Card and confirm the transaction details for you.

    If you notice an error in any card transaction or a card transaction that you do not recognise, you must notify Card Services as soon as possible and in any event, no later than thirteen (13) months after the transaction debit date.

    If there is a transaction that is not correct, Card Services can dispute this on your behalf. You will need to complete a dispute form, sign it, and send the signed version to prepaidmgmt_ppc_disputes@mastercard.com. You'll need the latest version of the free Adobe Acrobat reader to view this form.

    You can download the dispute form from https://www.multicurrencycashpassport.com/media/6633010/DISPUTE-CLAIM-FORM-v18_ENGLISH.PDF. Please help Card Services to assist you by providing as much information as you can. They'll send a response within ten (10) working days of receiving your query.

    Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • What do I do if I find an incorrect transaction on my card?

    It’s recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on your My Account.

    If you have any queries about your Travelex Money Card balance or you notice a card transaction that you don’t recognise, please notify the 24 hour Card Services team as soon as possible. Card Services will be happy to check and confirm the transaction details for you.

    If you notice an error in any card transaction or a card transaction that you do not recognise, you must notify Card Services as soon as possible and in any event, no later than thirteen (13) months of the transaction debit date.

    If there is an incorrect transaction, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

    You can download and complete a dispute form from https://www.multicurrencycashpassport.com/media/6633010/DISPUTE-CLAIM-FORM-v18_ENGLISH.PDF.

    Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • What do I do if I want to dispute a transaction?

    If there is an incorrect transaction and you want to dispute it, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

    You can download and complete a dispute form from https://www.multicurrencycashpassport.com/media/6633010/DISPUTE-CLAIM-FORM-v18_ENGLISH.PDF.

    Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?

    If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount into the next available currency in the order of priority.

    The exchange rate used is the rate determined by Mastercard to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange fee.

  • What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?

    If you do not have sufficient funds available in your total available Card Fund to cover both the value of the transaction plus the tolerance amount, the transaction may be declined.

    For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US$50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US$60.00 (US$50 + 20% tolerance (US$10) = US$60.00).

    Please ensure you remember to take the tolerance amount into account. If you are using your card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available Card Fund to cover the addition of tolerance. If the merchant supports it however, you can use your card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your card. The cashier should process your card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

  • What is pre-authorization?

    Whilst your card is really adaptable, it’s not suitable for everything.

    When you use your card as a deposit with car rental companies, hotels or cruise lines, they may require authorisation of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorization will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorizations in which case the funds could be unavailable to you for a period of time. You can of course use your card to settle your final bill.

  • My Travelex Money Card got rejected when paying, what now?

    If your Card is declined in a shop, these are the things you should check first:

    1. Check you have enough money on your card for the purchase you wish to make. You can always use your card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Travelex Money Card payment first.

    2. Be aware that some bars, restaurants and automated petrol pumps may require the card to have an available balance greater than the purchase amount before they will authorise the payment. Please check your Terms and Conditions for more details.

    3. Check you are using the correct PIN. You can get a PIN reminder at any time by selecting the ‘PIN Reveal’ option in My Account or by calling Card Services and selecting the PIN option.

    4. Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

    5. Your card has maximum limits on how much you can withdraw or spend, which are shown in the fees and limits section. Check that you have not exceeded the maximum daily amount that you can spend in a shop.

Fees & limits

  • What are the fees and limits?

    Fees

    Fees AU$, US$, EU€, GB£, NZ$, TH฿, CA$, HK$, JP¥, SG$.
    *The currencies available may vary from time to time. Before you make a decision to acquire the card, please check with the Distribution Outlet or on www.travelex.com.au for details.
    Initial card fee and distribution outlet top up fee
    • Charged at the time of purchase / Distribution Outlet top up.
    This fee is set and charged by the agent from which you purchased the card
    For loads into AUD:
    The greater of 1.1% of the initial load / top up amount or AU$15.00. For example, for an agent charging a 1.1% initial load fee, if you purchase a Travelex Money Card and load AU$1,000, you would be charged.
    (AU$1000 x 1.1% = AU$11), unless a minimum fee of AU$15 applies.

    For loads and top ups into all other currencies: FREE
    Replacement card fee FREE
    BPAY® and bank transfer top up fee
    (when transaction is booked via www.travelex.com.au)
    FREE
    BPAY® reload fee
    (when transaction is not booked via www.travelex.com.au)
    1% of the top up amount.
    For example, a reload of AU$500 attracts a fee of 1% (AU$500 x 1% = AU$5) which will be deducted from your reload. The amount of your reload will therefore be AU$495.
    Additional card fee AU$5.00
    International ATM withdrawal and EFTPOS fee (outside Australia) FREE** some ATM operators may charge their own fee or set their own limits.
    Domestic ATM withdrawal and EFTPOS fee - when you use your card to make a withdrawal or purchase in Australia and you have AU$ currency on your card (for more details refer to clause 9.4 of the Terms and Conditions)
    • For example: If you have AU$ funds on your card and withdraw AU$500 from an ATM in Australia it will attract a fee of AU$14.75 (AU$500x2.95%).
    • This will be charged at the time of withdrawal. Should you have insufficient funds in AU$ currency, we will convert the equivalent sum of the withdrawal and our domestic ATM withdrawal fee from your card fund to complete the transaction, and in addition you will also be charged the Currency Conversion Fee as set out below. Should you only have foreign currency (i.e. a currency other than AU$) available on your card, you will only be charged the Currency Conversion Fee.
    2.95% of the amount withdrawn.
    Cash over the counter fee (where cash is obtained over the counter) FREE
    Monthly inactivity fee
    • Charged at the start of each month if you have not made any transactions on the card in the previous 12 months
    • Unless your card is used again, or reloaded, this fee applies each month until the card is closed or the remaining card balance is less than the inactivity fee.
    AU$4.00 per month
    24/7 Global Emergency Assistance FREE
    Closure/withdrawal fee
    • Charged when you close your card or withdraw from your Card Fund. This fee is set and charged by Mastercard Prepaid.
    AU$10.00
    Currency to Currency foreign exchange rate
    • This is applied when you move your funds from one currency to another currency.
    At the then applicable retail foreign exchange rate determined by us. We will notify you of the rate that will apply at the time you allocate your funds from one currency to another.
    Currency Conversion Fee
    • Applied when a purchase or ATM withdrawal is conducted in a currency either not loaded or sufficient to complete the transaction and the cost is allocated against the currency/ies used to fund the transaction.
    Mastercard® rate (“FX Rate”) plus a margin of 5.95% of the transaction value. The Mastercard rate is the exchange rate determined by Mastercard to be their wholesale rate or the government mandated rate in effect in the day the transaction is processed by Mastercard.
    Important information about different transactions
    A foreign exchange margin applies to the transaction amount if the card is used for withdrawals in any currency other than a currency available on the card. The applicable margin applied to the transaction amount is 5.95%.
    Example of Foreign Exchange Margin for a card loaded with AU$ only:
    Suppose you make a withdrawal from an ATM outside Australia (in Brazil) for Brazilian Real BRL50.00 and the prevailing exchange rate, set by Mastercard, is BRL1.00 =
    AU$1.34. Before the foreign exchange margin applies, this would equate to AU$67.00 (BRL50.00 x 1.34). After the foreign exchange margin of AU$3.99 is applied (AU$67.00 x 5.95%), this would equate to AU$70.99 (AU$67.00 + AU$3.99). Where you do not have a balance in the currency of the transaction, your Card Fund will be debited according to the default order of priority, which is as follows: AU$, US$, EU€, GB£, NZ$, TH฿, CA$, HK$, JP¥, SG$. In addition, we will debit the balance of each Currency in this order until the relevant transaction amount has been satisfied.


    For example, suppose a purchase is made using your Card overseas for US$150.00, and you have the following Card Fund balances US$50, AU$0, EU€60, CA$100, then the following application of funds will take place:
    Please refer to clause 10 of the Terms and Conditions for further details of how these margins apply.

    Currency balance before transaction Amount to debit from Card Fund Running Purchase balance FX Rate excl. margin FX Rate excl. margin 5.59% Currency balance after transaction
    US$ 50.00 US$ -50.00 US$ 100.00 - - US$ 0.00
    AU$ 0.00 AU$ 0.00 US$ 100.00 - - AU$ 0.00
    EU€ 60.00 EU€ -60.00 US$ 18.15 US$ 1 :
    0.6919 EU€
    US$ 1 :
    0.7331 EU€
    EU€ 0.00
    CA$ 100.00 CA$ -18.88 US$ 0.00 US$ 1 :
    0.9815 CA$
    US$ 1 :
    1.0399 CA$
    CA$ 81.12


    Important information about allocation of funds across different currencies “currency to currency foreign exchange rate”:

    If you allocate funds from one currency to another currency, or where we do so in accordance with the Terms and Conditions a foreign exchange conversion applies at the then applicable retail foreign exchange rate determined by us. We will notify you of the rate that will apply at the time you allocate your funds from one currency to another. Example of currency to currency foreign exchange rate for an allocation of funds to US$ from AU$: Suppose you wish to allocate AU$500 to US$ and the prevailing exchange rate, set by us, is AU$1 = US$1.09. This would equate to US$545.00 (AU$500 x 1.09). Please refer to clause 10 of the Terms and Conditions for full details of how these margins apply.

    Limits

  • What do I do if my card is lost, stolen or damaged?

    If your card is damaged, lost, stolen or misused, please contact Card Services immediately.

    If you requested an additional backup card, you can continue accessing and spending your funds with no delay.

    If you don’t have a backup card, don’t worry; a replacement card can be organised for you. Alternatively, we can arrange for emergency cash in the local currency (up to the value remaining on the card and subject to availability), anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours). Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • Limits AU$, US$, EU€, GB£, NZ$, TH฿, CA$, HK$, JP¥, SG$.
    *The Currencies available may vary from time to time. Before you make a decision to acquire the Card, please check with the Distribution Outlet or on www.travelex.com.au for details
    Maximum number of cards you may hold in your name at any one time (not including the linked additional card provided to you if required at the time of purchase) One
    Minimum amount you can load/top up on your card per load/top up AU$100 or currency equivalent
    Maximum amount you can load/top up on your card per load/top up AU$100,000 or currency equivalent
    Maximum bank transfer or BPAY® top up amount per day AU$25,000
    Maximum balance allowed across all currencies during any 12 month period AU$100,000
    Cash over the counter limit in any 24 hour period AU$350
    Maximum you can withdraw from ATMs in any 24 hour period (some ATM operators may set their own withdrawal limits which may be lower than this limit) AU$3,000 or currency equivalent
    Maximum you can withdraw from ATMs in any 24 hour period (some ATM operators may set their own withdrawal limits which may be lower than this limit) AU$3,000 or currency equivalent
    Maximum value of EFTPOS transactions during any 24 hour period AU$15,000 or currency equivalent
    Maximum balance allowed at any one time across all currencies AU$100,000


    Other Important Information

    Please read the following information about your Travelex Money Card carefully:

    • Your Travelex Money Card does not generate any interest or any other similar return. You do not earn interest on the amount standing to the credit of the Travelex Money Card Fund accessed by the card.

    • Although the issuer of the card is an authorised deposit-taking institution in Australia, the Card is not a deposit account with the Issuer.


    Important Information about Fees & Limits for loads/top ups made online:

    • If you are making a purchase or topping up the Card online via www.travelex.com.au (i) the initial load and top up fee may differ to (but not be greater than) those contained in the “Fees and Limits Table” of this Product Disclosure Statement; and (ii) the limits may differ to those contained in the “Fees and Limits Table” of this Product Disclosure Statement. Travelex may also charge a card surcharge if you pay with a credit or debit card. Please refer to the relevant online terms and conditions available at www.travelex.com.au for details of the applicable fees and limits.

    • AU$ cannot be loaded or topped up onto a card online via www.travelex.com.au

Existing cards

  • I have a Multi-currency card, but I notice you do not sell it anymore – why?

    On 3rd May 2017, Travelex changed the prepaid card offerings made available to customers. We’ve simplified our prepaid card offering from the Multi-currency Cash Passport card previously available, by upgrading to the new Travelex Money Card: a platinum card with added features and benefits. Now you can choose to buy and load into the full 10 currencies available. You can find out more about The Travelex Money Card here.

  • I have a Multi-currency card, but you no longer sell that card - does that mean I can’t use it anymore?

    Your Multi-currency card is still valid for use until the date of expiry. You can still reload it here and use it until it expires. If you choose to buy a Travelex Money Card and already have an existing Cash Passport card, you will need to transfer the balance on your Cash Passport card to your new Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

    However, if you don't want to purchase the Travelex Money Card, you can still use your existing Cash Passport card. Please note: we are no longer selling new Cash Passports.

  • My Multi-currency card is about to expire and I would like to purchase another one, but you’re no longer selling them. What can I purchase instead?

    We’ve replaced the Multi-currency card that we sell in this country with the enhanced and renamed Travelex Money Card.

    You can now purchase the Travelex Money Card, a platinum card with added features and benefits, where you can choose to buy and load into the full 10 currencies available, including pounds. You can buy and find out more about the Travelex Money Card here.

    If you choose to buy a Travelex Money Card and already have an existing Cash Passport card, you will need to transfer the balance on your Cash Passport card to your new Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

  • My Multi-currency Cash Passport card has expired and there are funds remaining on the card. What should I do?

    You have 2 options:

    1. You can purchase our Travelex Money Card, a platinum card with added features and benefits, where you can chose to buy and load into the full 10 currencies available, including pounds - you can buy yours here. Once you have your new Travelex Money card, you can then call Card Services on 1800 303 297 (free phone) and they will transfer the balance from your Cash Passport to the Travelex Money Card.

    2. You can contact Card Services to ensure your funds left on your Cash Passport Card are safely transferred back to your bank account. Please note a fee may apply - please see the fees and limits section for more information.

Support

  • How can I contact Card Services?

    If you have a general Travelex Money Card query, or want to pass on any comments about using your card, please get in touch using the following contact details:

    Email: cardservices_prepaid@mastercard.com

    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 1234 56xx xxxx 0123

    In the interests of security, Card Services will not be able to discuss certain subjects by email. Please call the 24 hour Card Services Team, they will be able to assist you in relation to the following:

    Lost or stolen cards
    Queries regarding transactions on your account or balance enquiries
    PIN assistance
    Guidance setting up your card account online
    Help with forgotten username and/or passwords
    Card and account activations

    Call Card Services on 1800 303 297 (free phone) when calling from Australia. For a list of freephone numbers to call from overseas if you have a Travelex Money Card, please click here.

  • What is the complaints procedure?

    We are committed to providing you with the best possible customer experience. Telling us when you are unhappy is important as it means we have an opportunity to put things right there and then and improve the service we offer in future.

    This page tells you how and where to make a complaint and what we will do to resolve it promptly and fairly.

    Raise a new complaint
    In the first instance please contact our Card Services Team by telephone, via the number(s) provided in the User Guide supplied with the Card. This team will try to resolve your concerns over the phone in a timely manner.

    Alternatively, you can e-mail your complaint to Prepaidmgmt_Globalcomplaints@mastercard.com or put it in writing to the following address:

    Service Quality
    Mastercard Prepaid Management Services
    Level 6, 165 Walker Street
    North Sydney NSW 2060

    We are happy to receive and respond to complaints in other languages and will arrange for a translation service to assist where available. Where possible, we will make information on our complaints process available in other languages.

    What information do I need to provide?
    To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:
    Your card number (If you write to us for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890.)
    Your name
    Your address
    Your contact telephone number
    Clear details of your complaint
    What you would like us to do to resolve matters.

    When we receive a complaint, we aim to resolve your issues fairly and promptly. Where possible we will endeavour to resolve your issues as soon as reasonably possible. If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.

    If you are not satisfied with our final response or if 45 days has passed since you first let us know about your complaint, you can refer the matter to the Financial Ombudsman Service which provides an independent review service for unresolved complaints that is free to customers. They can be contacted in the following ways:

    • Write: Financial Ombudsman Service (FOS), GPO Box 3, Melbourne, Vic 3001
    • Telephone: 1300 78 08 08
    • E-mail: infor@fox.org.au
    • Website: www.fos.org.au

  • I can't find my question

    If you have another question that hasn’t been answered here, please don’t hesitate to contact Card Services here.

Have another question?

Travelex Customer Support will answer your questions and help with any problems or issues.

  • phone

    Call us

    1800 440 039

    Travelex Customer Support will answer your questions and help with any problems or issues.

  • Email us

    support@travelex.com

    Travelex Customer Support will answer your questions and help with any problems or issues.

Don’t have Travelex Money Card yet?

Why not buy the new Travelex Money Card and get all the great benefits to enjoy all year round…

Graphic detailing a Travelex Moeny Card Get card

*Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

Mastercard Prepaid Management Services Australia Pty Ltd (ABN 47 145 452 044, AFSL 386 837) arranges for the issue of the Travelex Money Card in conjunction with the issuer, Heritage Bank Limited (ABN 32 087 652 024, AFSL 240 984) pursuant to license by Mastercard Asia/Pacific Pte. Ltd. You should consider the Product Disclosure Statement (for the relevant product) available at www.travelex.com.au, before deciding to acquire the product. Any advice does not take into account your personal needs, financial circumstances or objectives and you should consider if it is appropriate for you. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.