Common questions about Cash Passport

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About

About Cash Passport Travel Money Card

  • How does the Cash Passport work?

    Cash Passport is a prepaid, travel money card. You can use Cash Passport to pay for goods and services, online and in-store, at millions of locations worldwide (anywhere that Mastercard is accepted). You can load multiple currencies on a single card, locking in your exchange rates at the time of booking your reload via the website, so you know exactly how much you have to spend. You can also withdraw local currency from millions of ATMs where the Mastercard acceptance mark is displayed.

  • How quickly will I receive my Cash Passport ordering online?

    If you purchase your Cash Passport online, we will dispatch your card the moment payment is received. When buying your card, you can opt to pay via Debit Card or BPAY. Debit card means we will get the funds faster, so if you are in a rush to receive your card – this is your fastest method. BPAY can take up to 2 business days for us to receive your funds from your bank. Your card will be delivered within 3 business days to your home address.

  • Is Cash Passport a credit card or a debit card?

    Cash Passport is not a credit card nor a debit card. Cash Passport is a prepaid travel money card that is not linked to your everyday bank account. You will need to load money onto your Cash Passport before you can use it. When you make a purchase or withdraw cash from an ATM, the amount is deducted from your prepaid balance.

  • Can I use my Cash Passport to buy online?

    Yes. You can use your Cash Passport to shop online (within the limits and restrictions of your card) at any merchant that accepts Mastercard. By using a Cash Passport loaded with the currency that the online site trades in, you know exactly what your purchase will cost and won't be stung by unknown exchange rates, as may happen if you used your domestic credit or debit card.

    Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

  • What currencies can I load onto my card?

    Cash Passport can be loaded up to 11 currencies, including AUD, USD, EUR, GBP, NZD, THB, CAD, HKD, JPY, SGD, AED.

    You can transfer money between currencies at your convenience, 24 hours a day, 7 days a week via 'My Account'.

  • What exchange rate applies to Cash Passport?

    An exchange rate set by Mastercard Prepaid Management Services will apply when you load funds to the card or transfer funds between currencies. The exchange rates will be displayed to you before proceeding with your transaction at www.cashpassport.com.au

  • Will all shops accept the Cash Passport?

    You will be able to use your card anywhere Mastercard is accepted.

    Your Cash Passport should not be declined in any shops that accept Mastercard unless you have an insufficient balance or that particular store does not accept prepaid cards at their own personal choice. Please note that some restaurants and car hire companies require your card to have an available balance greater than the purchase amount before they will authorise payment.

  • Are there any countries this card won’t work in?

    Yes.

    It is currently not possible to use your Cash Passport in a number of countries. If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries, your request will be declined.

    The countries and geographical regions currently affected by sanctions are: Iran, North Korea, Sudan, Syria and Crimea.

Manage

Managing your Cash Passport Travel Money Card

  • What is my ‘default currency’?

    Your default currency is initially set to Australian dollars. You can change your default currency at any time via cashpassport.com.au or the Cash Passport mobile app.

    If funds are sent to your card without a currency being specified via cashpassport.com.au, they will be loaded to the default currency.

    When you load your card directly from your bank account using Bank Transfer or BPAY®, without first booking an order via My Account, funds will automatically be loaded into your default currency.

    For example, if your default currency is USD, loads will automatically be credited to your USD currency.

  • Why would I change my default currency?

    If you plan on travelling and want to load directly onto your card in local currency via your internet or telephone banking you can change your default currency to the local currency.

    It's always best to login to 'My Account' and book your exchange rates with an order when loading your card.

  • Can I use foreign currencies to load the card?

    No, only Australian dollar amounts can be transferred onto your Cash Passport. E.g. you use AUD to load onto your card, into the foreign currency of your choice.

  • What if my Card is lost or stolen?

    If your card is lost or stolen, Card Services will help you get you back in control of your money. If your card is lost or stolen, contact us immediately.

    If your card is stolen, we’ll close it to prevent fraud. You may be eligible for an emergency cash disbursement, allowing you to access funds on your card, if your card is lost or stolen whilst you are overseas. Simply contact us.

  • Can I suspend my Card online if I lose it or if it is stolen?

    You can suspend your card online via www.cashpassport.com.au or by contacting Card Services if it is lost or stolen.

    You will still be able to transfer funds between currencies on your card, but you will not be able to transact using your card, while it is suspended.  If you find your card, you can reactivate your card online via 'My Account' or by contacting Card Services. 

  • Can I view my Cash Passport balances at overseas ATMs?

    Some ATMs will display your total Cash Passport balance in local currency. For accurate balances for each currency login at cashpassport.com.au. Remember, many ATMs will charge you for checking your balance, so opt instead to visit www.cashpassport.com.au and login to 'My Account'.

  • How do I know when my Cash Passport has expired?

    Your Card Expiry Date is printed on the front of your card. You cannot use your card for purchases or cash withdrawals after it has expired. Please do not load funds onto an Expired Card.

  • What happens when my Cash Passport expires?

    You will not be able to use your card, whether topping up your card or using your card in-store or at an ATM. Please contact card services on 1800 098 231 to arrange replacement cards. You may also Cash Out by logging into My Account and follow the prompts and have funds transferred to a nominated bank account.

  • How do I cash out online?
    1. Login to My Account
    2. Select Transfer money > Cash out to a bank account.
    3. Select all the currencies you’d like to Cash out.
    4. Enter the full amount you’d like to Cash out for each currency.
    5. Enter your bank account details: Account name, BSB, Account number will be required. Please check these details to ensure a successful Cash out.
    6. Select complete Cash Out and you are done!

    Funds will arrive into your nominated bank account within 3-5 business days.

  • How do I arrange a replacement Cash Passport?

    Please contact card services on 1800 098 231 to arrange a replacement card and your positive balance will be transferred to your new cards. It can take up to 15 days for your new cards to arrive.  

  • How long are my new replacement card valid for?

    Your new cards will be valid for up to 5 years.  

Transactions

Your Cash Passport Travel Money Card Transactions

  • Can I use my Cash Passport on a Cruise Ship?

    Yes, however it is not recommended.

    Cruise Ships often charge a security bond by pre-authorising your card to cover incidentals, similar to hotels.

    These pre-authorized funds cannot be used whilst onboard or until such a time those funds are released by the cruise company themselves (not us), which can take up to 30 days after the cruise has finished. It is suggested that you use a credit card to cover any such pre-authorized amounts and Cash Passport can be used at ATM's or at merchants onboard.

  • Should I pay in Australian dollars instead of the local currency when I’m overseas?

    Some overseas merchants and ATM operators may give you the option of paying in the local currency, or in Australian Dollars (this is called Dynamic Currency Conversion or DCC).


    If you make a purchase or ATM withdrawal in a country where the local currency is the same as a currency on your Cash Passport facility (e.g. using your US Dollar funds in the US) and you opt to pay in Australian Dollars, this may result in a foreign exchange transaction at additional cost to you as the card will seek to transact in Australian Dollars. If you have funds loaded on your Cash Passport facility in the currency of the country you are in, you can select to pay in the local currency to ensure that the transaction is taken from the correct currency loaded on your card. If the merchant gives you the option of paying in AUD please note that they will then determine the exchange rate used to convert your AUD to the local currency.

  • What is a pre-authorisation?

    A pre-authorisation is a hold over card funds.  Hotels, cruise lines and car rental companies may estimate the cost of your bill and ask you to provide a card as a guarantee.  This will place a hold on funds, which cannot be used to make transactions, and can last up to 30 days. If a merchant requests a pre-authorisation we recommend using a credit or debit card, instead of Cash Passport.

     As Cash Passport is a prepaid facility a pre-authorisation will temporarily reduce your available funds. You can still settle your final bill with Cash Passport. If you do use Cash Passport for a pre-authorisation and need access to the held funds within the 30 day period, you’ll need to contact the merchant directly to request they lift the pre-authorisation.

  • What are Dynamic Currency Conversion payments?

    Dynamic currency conversion, often referred to as DCC

    Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency. If you make a purchase or ATM withdrawal in a country where the local currency is the same as a currency on your Cash Passport (e.g. using your US Dollar funds in the USA) and you opt in to a DCC service, this may result in a foreign exchange transaction at additional cost to you as the card will seek to transact in Australian dollars. If you have funds loaded onto your Cash Passport in the currency of the country you are in, you should NOT opt in to DCC.

  • Why would an online transaction be declined if I have enough money to complete the purchase on the card?

    A transaction may be declined if you’re shopping online and use a different billing address to the address you used to apply for Cash Passport. Your billing address and Cash Passport address must match. 
    You can update your Cash Passport address to match your billing address at any time by contacting Mastercard Cash Passport Global Support.

  • Why has a transaction declined when I have enough funds on the card to complete the purchase?

    For some purchases a minimum balance on your Cash Passport facility is required to pre-authorise the transaction.

    These include:
    • Purchases at an automated fuel pump – minimum balance of AU$ 80 (or foreign currency equivalent) required
    • Telephone calls – minimum balance of AU$11 (or foreign currency equivalent) required
    • Utilities bills – minimum balance of AU$ 15 (or foreign currency equivalent) required 
    If you spend less than these minimum pre-authorisation amounts you will not be charged for the excess; however any unused portion of the minimum amount may be temporarily unavailable.

  • Why are some of my transactions missing from my transaction history?

    Your transaction history may display differently depending on whether you are using the Cash Passport mobile app or cashpassport.com.au

    All of your transactions, including pending transactions will be shown on cashpassport.com.au. Pending transactions are transactions which have not yet settled. Pre-authorisations and tolerances may result in a pending transaction. For pending transactions, the transaction amount will be held, and not available for use, until the transaction has cleared. Once this occurs you‘ll be able to access the pending amount. Pending transactions will not be shown on the Cash Passport mobile app until they are settled, which may be several days after the transactions were made. To view these transactions go to www.cashpassport.com.au

  • Why is my pending transaction history showing that I’ve been charged more than I was expecting?

    Some merchants may add an additional amount to your transaction as an anticipated service charge or tip. This is common amongst both prepaid and debit cards and protects your card from unexpectedly going into a negative balance.

    The most common place for this to occur is bars and restaurants.Some restaurants or bars may add an additional amount (usually 20%) to your bill as an anticipated service charge or tip. If the additional amount is not used for a service charge or tip, it will be temporarily held and then become available for you to use. 
    For example, if you spend $100 on a meal, you may be charged $120 ($100 plus an anticipated service charge or tip of $20, as 20% of the total amount). If you leave a $10 tip on your meal, bringing the total charge to $110, the remaining $10 portion of the anticipated charge may be temporarily unavailable until the transaction settles.

    Taxis may also add an additional amount (usually 15%) on top of your anticipated fare to cover possible service charges, road tolls or tips (when a pre-authorisation is obtained against your card).
    Likewise, some petrol stations may apply a pre-authorisation (usually AUD75) against your available balance when using an automatic ‘pay at pump’ service.
    Once the transaction is settled, the temporary hold on the anticipated charge will be lifted and any remaining funds will be available for you to use.

  • What happens if I make a purchase in a foreign currency and I don’t have enough money in that currency on my card?

    If you don’t have sufficient funds in local currency to complete a transaction, the balance of the transaction will be automatically processed using available funds from other currencies in the following order of priority:
    1. Australian Dollars (AUD)
    2. United States Dollars (USD)
    3. Euros (EUR)
    4. Great British Pounds (GBP)
    5. Thai Baht (THB)
    6. New Zealand Dollars (NZD)
    7. Singapore Dollars (SGD)
    8. Hong Kong Dollars (HKD)
    9. Canadian Dollars (CAD)
    10. Japanese Yen (JPY)
    11. Dhiram (AED)

    If you don’t have enough funds available across all of your currencies to complete a transaction, the transaction will be declined.

Security

Cash Passport Travel Money Card Security and Privacy

  • How secure is Cash Passport?

    You can spend with confidence knowing your card is chip, PIN and signature secured; giving you added security against fraud. Cash Passport is not linked to a bank account, so it’s a great option for making purchases overseas or online.

    You’ll have the additional security and convenience of not having to carry cash, as Mastercard is accepted at millions of Mastercard locations worldwide.

    You’re covered by our 24/7 Global Emergency Assistance service if your card is lost or stolen. You can log online at www.cashpassport.com.au where you can access PIN reveal.

  • Who holds cardholder funds, and is my money safe?

    Heritage Bank Limited is the Issuer of Cash Passport and Cash Passport cardholders’ contractual relationship is with Heritage Bank Limited rather than Mastercard Prepaid Management Services Australia Pty Ltd.  Under the Mastercard rules Heritage Bank Limited is liable at all times to settle all legitimate cardholder transactions. Further information can be found in our Product Disclosure Statement.

  • Am I covered if a fraudulent transaction is made on my card?

    You’ll be protected by the Mastercard Zero Liability~ policy for unauthorised transactions made using your card in-store, online or over the phone. You’ll need to take reasonable measures to protect your Cash Passport and PIN from unauthorised use for the policy to apply.  

    Refer to the Cash Passport Product Disclosure Statement for further information.

  • Who do I contact if I’m worried about the security of my card or card PIN?

    Please contact Card Services by visiting the contact us section of this website.

Transfer between Cards

Domestic and International Card to Card Transfer

  • What is Card to Card Transfer?

    ‘Card to card’ gives Cash Passport cardholders the ability to instantly transfer money from one Cash Passport to another, in both Australia and New Zealand, across currencies of your choosing.

    As long as your friends and family have a Cash Passport purchased in Australia or New Zealand, they will be able to send money:

    Domestically – From one Australian Cash Passport cardholder to another

    Internationally – From an Australian Cash Passport cardholder to a New Zealand Cash Passport cardholder (and vice versa)

  • How do I perform a Card to Card transfer?

    Simply login to ‘My Account’ and select ‘Transfer Money’.

    You will then need to enter the details of the card you wish to send to. Remember, you must enter your friend or families details exactly as per their account details.

    Wish to send money to them again in the future? Too easy. Simply ‘Save payee’ when completing your transfer.

  • How long will it take before my Card to Card transfer is successful?

    Card to card transfers are instant. The recipient (your friends and family) will immediately see the money in their ‘My Account’ upon transfer.

  • How will I know if my Card to Card transfer was successful?

    A confirmation screen will appear upon successful transfer. You will also receive an email receipt confirming your card to card transfer was successful.

  • Are there any Cash Passport cardholders I cannot send money to?

    You cannot send money to Cash Passport cardholders who purchased their card at Travelex.

  • How much does it cost to process a Card to Card transfer?

    Sending from one Australian Cash Passport to another Australian Cash Passport is FREE. Sending money between Australia and New Zealand Cash Passport cardholders (and vice versa) may have fees apply. Please see ‘Fees & Limits’ for more information.

  • Are there limits to how much I can transfer?

    Yes, limits do apply. Please see ‘Fees & Limits’ for more information.

  • How do I know if I am sending money to the correct person?

    Recipients need to be validated before you can successfully process your transfer. You will need to provide their full first name, last name and card number to find them. Remember, you must enter their first and last name as it appears on their account at signup.

    For example, if you signed up with the name “Alexander Williams” – a transfer to “Alex Williams” will not work, as the first name has been abbreviated.

  • The recipient I am trying to send to won’t validate – what do I do?

    Please check the spelling of the first and last name, and check with your friend / family that the card number is correct.

    If the details do not match, you will not be able to validate them.

    Please also ensure that the card you are trying to send to, was not purchased at Australia Post or Travelex. These partners do not currently have card to card enabled.

Global Wi-Fi

Free global Wi-Fi at millions of hotspots around the world.

  • How does Boingo Wi-Fi for Cash Passport Platinum cardholders work?

    Cash Passport Platinum card holders are eligible for Boingo Wi-Fi, which allows one individual a three month membership in their plan, as well as additional three month memberships each time you top up your prepaid card. The Boingo Wifi for Cash Passport Platinum cardholders benefit offers you unlimited international access to premium Wifi at:

    Over 1 million global hotspots
    Thousands of premium hotels (including Marriott, Hilton and Accor), retail locations, cafes and restaurants
    Hundreds of airports (including ORD, LGA, JFK, LAX)
    You can now enjoy simultaneous worldwide access for up to four devices without worrying about data usage limits or roaming fees.

  • How many devices are allowed on one account at a time?

    The device limit for Boingo Wi-Fi for Cash Passport Platinum holders is 4 devices, and can include any combination of smartphones, tablets and laptops.

  • How long do I have the Boingo Wifi for Cash Passport Platinum holders benefit for?

    Each eligible top up to your prepaid card will activate Boingo Wi-Fi for Cash Passport Platinum holders benefit for three months. This is subject to activation within 12 months of the day you initially load your prepaid card.

    Each time you top up you will have another 3 months free Wifi access only.

  • What is an eligible top-up?

    An eligible top-up requires your prepaid card to be topped up with $100 or more.

  • How do I register for my Boingo Wi-Fi for Cash Passport Platinum Cardholders benefit?

    Check if your card is eligible for the Boingo Wi-Fi for Cash Passport Platinum holders benefit by entering your card number in to the eligibility checker.

    Create your Boingo account. Your use of Boingo’s Wifi services is subject to Boingo's customer agreement, end user license agreement and other applicable legal terms and conditions, including Boingo's terms of use, privacy and security policies as stated at http://www.boingo.com.
    Receive email confirmation of your newly created Boingo account.
    Have access to all Boingo hotspots, Wifinder application, and Boingo Passpoint.

  • How do I renew my membership for a further 3 months following an eligible top-up?

    When your 3 month Boingo Membership has ended, simply return to the registration site used when first creating your Boingo account.

    Enter your card number in to the eligibility checker.

    If you’ve made an eligible top-up, you’ll receive a confirmation that your Boingo Membership has been activated for a further 3 months.

  • Where can I connect to Boingo?

    You can locate accessible hotspots by visiting http://wifi.boingo.com or downloading the Boingo Wi-Finder app. There is a map of hotspots on the website as well as on the mobile app, accessible via the Wi-Finder hotspot locator.

    Please note that Boingo Wi-Fi for Cash Passport Platinum holders only provides international internet access and does not include access to hotspots in your home market.

  • Where else can I look if my question is not answered here?

    You can find articles that address common questions and technical issues by visiting http://support.boingo.com/Consumerwifi or call/email the Boingo Customer Support Center.

    To find out more about the Cash Passport Platinum Cardholders Program Details, visit: https://redeem.boingo.com/mcsi/program-details/

    If you have any other Boingo FAQs, visit: http://www.boingo.com/FAQs/

  • What is the best way to contact the Boingo Customer Support Center?

    The Boingo Customer Support Center can be reached at Mastercardsupport@boingo.com or the international toll-free phone numbers found at https://Mastercard.boingo.com/contact-us.

Flight Delay Pass

Enjoy complimentary access to airport lounges worldwide, upon a flight delay.