FAQs

About the Card

 

Getting started

 

Managing your OzForex Travel Card

Customer services

 

Transactions

 

  • About the Card

What is an OzForex Travel Card?

The OzForex Travel Card is a reloadable prepaid card. You can only spend up to the amount that you have loaded onto the card.  The card is a multi-currency card which can hold up to nine different currencies on the one card and allows you to convert money between your different currency wallets. 

Where can I use my OzForex Travel Card?

You can use this card wherever MasterCard is accepted electronically at over 29 million locations worldwide including in-store purchases, ATM withdrawals, telephone banking and internet purchases.

What currencies can I have on my OzForex Travel Card?

The following currencies are supported:

  • Australian Dollar (AUD)
  • US Dollar (USD)
  • Euro (EUR)
  • Great British Pound (GBP)
  • New Zealand Dollar (NZD)
  • Hong Kong Dollar (HKD)
  • Singapore Dollar (SGD)
  • Canadian Dollar (CAD) 
  • Japanese Yen (JPY)

Can I use my OzForex Travel Card in a country where the currency is not offered on my card?

You can use this card wherever MasterCard is accepted electronically at over 29 million locations worldwide. You do not have to hold the currency that is offered.

A currency conversion fee will be charged if you transact in a currency that is not offered on our card. For the full list of applicable fees and how they will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

What is a foreign currency wallet?

A foreign currency wallet holds the funds for the corresponding foreign currency. For example, your US Dollar wallet will only hold USD. These will need to be created before you can convert currencies. You only need to do this once for each currency.

What fees apply to the OzForex Travel Card?

For the full list of applicable fees and how they will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

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How long is the OzForex Travel Card valid for?

The card is valid for 3 years. This allows you to reload and reuse the card every time you travel.

How much money can I load in total onto the OzForex Travel Card?

The minimum load amount is $100 with a maximum of up to $25,000 per load (as long as it does not cause the available balance to exceed $25,000).  The total amount allowable over a 12 month period is $50,000. All loads must be in Australian dollars.

Which button do I press when using my card?

When using your card in stores or at an ATM, you need to select the 'Credit' option. 

 

  • Getting started

How do I activate my OzForex Travel Card?

The card can be activated by going to the 'Activate My Card' link at www.ozforex.com.au/travel-card

Ensure that you have allowed pop ups to appear with your internet browser settings.

When the pop up appears:
1. Simply key in the card details
2. Follow the prompts and choose a username and password
3. Log in using your new username and password to access the customer portal to set your PIN

Remember your username and password as they will allow you to log into the customer portal. You need to follow these steps to activate both cards and when you receive replacement cards. 

How do I load money onto my OzForex Travel Card?

You can load money onto your card using BPAY®. All loads have to be in Australian Dollars. The BPAY® details are (these details are also on the back of your card):

Biller Code: 667 220
Customer Reference Number: 16 digit card number on your OzForex Travel Card

You should allow up to two business days for the funds to be reflected on your card balance. Once the funds are on your card, you can begin converting money or transacting on the card. Please ensure that you are registered with BPAY® with your banking institution. 

How do I set a PIN?

You will need a PIN to authorise transactions at retailers and ATMs. You need to set this PIN before you can transact on your card.

To set your 4-digit PIN:
1. Log into the customer portal at www.ozforex.com.au/travel-card  (you will need the username and password that you set when activating your card)
2. Select the 'Settings' tab
3. Select 'Reset Card PIN'
4. Enter and confirm your 4-digit PIN

Please select a PIN that you will remember (for security reasons your date of birth is not recommended) and do not disclose your PIN to anyone else. 

Why have I been given two cards?

The second card serves as a backup card should you lose your first one while travelling, without the hassle of waiting for your replacement card to be delivered to you when you are overseas. You must not give either of your cards to any other person for their use.  We recommend you store them separately.

 

  • Managing your OzForex Travel Card

What is the OzForex Travel Card customer portal?

The OzForex Travel Card customer portal allows you to manage your Card Account online.

To access the customer portal:
1. Go to www.ozforex.com.au/travel-card
2. Click on the ‘Log in’ link
3. Log in using your username and password which you set upon activating your card

Once you have logged in, you will be able to:
- View your transaction history
- Convert money between your foreign currency wallets
- Set or change your PIN
- Set or change your text reminders
- Change your login password
- Lock or unlock your card
- Update your contact details
- Transfer funds between cards*

*Transfers only between OzForex Travel Cards.

Why can’t I see the log in page on my iPad, iPhone or MAC?

Your internet settings may have pop ups blocked.  Please allow pop ups and log in again.  Go to Settings > Safari > Block Pop Ups – OFF.

How do I convert my money on my OzForex Travel Card?

You can convert money through the customer portal. Once you have loaded funds onto your card:
1. Log into the customer portal at www.ozforex.com.au/travel-card
2. Select 'Manage Currencies'
3. Select 'Convert My Money'
4. Generate a quote by selecting the currencies that you want to convert and the amount
5. If the quote is acceptable, book it in and you will receive the conversion immediately

Please ensure that you have created the foreign currency wallet before converting money into foreign currency.

What is the best way to use my OzForex Travel Card when travelling to multiple countries?

You should load the total Australian Dollar amount you have to spend onto your travel card at least two days before you travel.  Then simply convert your money as you travel to each new country or as you use it, not all in one go.

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What are the two ways in which I can convert currencies?

There are two ways you can convert your currency.

Example
You are converting Australian Dollars to US Dollars and have entered 100 into the Transfer Amount.

Option 1:

Choose “Transfer this amount of AUD” if you want to convert 100 Australian Dollars to US Dollars.


Options 2:

Choose “Receive this amount of USD” if you want to receive 100 US Dollars. We will work out the amount in Australian Dollars that needs to be converted for you to receive 100 US Dollars.

How often are the exchange rates updated?

The exchange rates are regularly updated to ensure that you get current and competitive rates.

How do I create a wallet?

You need to create a foreign currency wallet before you can convert foreign currency. To credit a foreign currency wallet:
1. Log into the customer portal at www.ozforex.com.au/travel-card
2. Select 'My Currencies'
3. Select 'Create New Wallet'
4. Select a 'Wallet' from the drop down menu
5. Click 'Submit' to create the wallet

Please note that the wallets cannot be deleted once they have been created. 

How can I view my transaction history?

This can be done through the customer portal:
1. Log into the customer portal at www.ozforex.com.au/travel-card
2. Select ‘My Card’
3. Select 'Transaction History'
4. Select the currency wallet
5. Select the time period which you are enquiring about (30, 60, 90 days or a specified date range)
6. Otherwise, for a quick summary (listing of the last 10 transactions), click on the 'Last 10 Transactions'

You can also access your transaction history through the automated telephone service when you call 1300 640 384 (Australia) or +61 2 8209 4176 (if calling from overseas). Please note that if you request to speak with a customer service representative, the first call is free and subsequent calls will incur a fee. For the full list of applicable fees and how they will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

What happens when I lock my card?

Locking your card allows you to temporarily suspend your card. This will prevent the card from being used for transactions or purchases. 

How do I lock my card?

The locking function is provided to you in the event that you need to temporarily suspend your card. This can be done through the following methods:


Customer Portal
1. Log into the customer portal at www.ozforex.com.au/travel-card
2. Select 'My Card'
3. Select 'Lock/Unlock card'
4. Select the card number
5. Click 'Submit' to lock your card
6. Click 'Confirm' to finalise

Follow the same process to unlock your card.

Automated Telephone Service
1. Call 1300 640 384 (Australia) or +61 2 8209 4176  (if calling from overseas).
2. Enter your 16 digit card number and 4 digit PIN to log in
3. Select the 'Lock/Unlock my card' option
4. Follow the prompts to lock your card
Follow the same process to unlock your card

Text Message
1. Send the following message - 'lock <last 8 digits of your card>' to +61 417853308 *
2. To unlock, send the following text message – 'unlock <last 8 digits of your card>' to +61 417853308*

*All successfully processed text messages will incur an SMS fee.

Can I get SMS/text reminders?

You can set text alert reminders to be sent to your mobile. There are two types of text messages; automated texts and one–off texts.

1 Automated Texts
These text messages are sent to your phone automatically on a regular basis. You can choose to have these text messages sent to you on a daily, weekly, monthly or per transaction basis.
You also have the option to receive a balance reminder, a text indicating when money has been loaded onto your card or a reminder when you fall below a certain balance.

These can be set through the customer portal.

  1. Log into the customer portal
  2. Select the 'Settings' tab
  3. Select the 'Text Alerts' option
  4. Select the foreign currency wallet*
  5. Choose the type of message you would like to receive and click 'Add' 
  6. Click 'Submit' 

*Only low balance reminders are enabled for any other wallet besides Australian Dollar

All text messages will be sent to your mobile phone at 1:00pm AEST. Ensure that the mobile you want the text messages sent to is registered as your mobile number under the 'Update Customer Details' option.

2 One-off Texts
These are one-off text messages that are sent to you upon request. To request these text messages to be sent to you, the following outlines the text message you need to send to trigger the corresponding text message to be sent to you:

  • Balance Reminders (for all wallets) – type 'bal <last 8 digits of card number>'
  • Last 5 Transactions (for all wallets) – type 'stmt <last 8 digits of card number>'
  • Lock Card – type 'lock <last 8 digits of card number>'
  • Unlock Card – type 'unlock <last 8 digits of card number>'
  • Transfer Balance* – type 'tfr <last 8 digits of sender's card> <amount> <last 8 digits of recipient's card>'

*Transfers only between OzForex Travel cards

Ensure that the commands are correct before you send them to +61 408187160

All successful text messages received will incur an SMS fee. For the full list of applicable fees and how they will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

How do I update my details?

We require you to update us when your details change. You can update your details through the customer portal.
1. Log into the customer portal at www.ozforex.com.au/travel-card
2. Select the 'Settings' tab
3. Select 'Update My Details'
4. You have the option to update your phone numbers, email address or home address

Name changes need to be emailed to us with a copy of your name change certificate, to ozforex@prepaidserve.com.au.

How do I access funds still on my OzForex Travel Card when I return home?

If you come home with money still on the Card, there are 3 options available to you:

  1. Convert it back into Australian Dollars and withdraw from an ATM*
  2. Convert it back into Australian Dollars and use it at any EFTPOS terminal or for some essential online shopping or
  3. Leave it on your Card for your next overseas holiday (the Card is valid for three years)

*ATM fees apply. Please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

 

I am having trouble creating new wallets and converting my funds online using IE10 (Internet Explorer 10)?

If you are experiencing trouble creating a new currency wallet or converting funds online using IE10, we recommend your login to the Travel Card portal via either Chrome, Firefox, Safari.  

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Customer Services

What do I do if I lose my OzForex Prepaid Travel Card?

We provide you with a second card which serves as a backup card if you lose your first one. Just activate it when you go to www.ozforex.com.au/travel-card.

If either card is lost, you need to call us on 1300 640 384 (Australia) or +61 2 8209 4176 (if calling from overseas) and the lost card will be cancelled, preventing any unauthorised access to your available balance. Replacement cards will be arranged to be delivered to you. You will not be charged the call centre fee for reporting your card as lost or stolen.

A replacement card fee will be charged. For the full list of applicable fees and how they will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS")

What is the automated telephone service?

The automated telephone service is a free service which allows you to perform the following tasks over the phone:
- Listen to the balance of all your opened wallets
- Listen to the last 5 transactions on your card
- Lock or unlock your card

You need to log into the telephone service by calling 1300 640 384 (Australia) or +61 2 8209 4176 (if calling from overseas).  You will be asked to key in your 16-digit card number and 4-digit PIN to log into and begin using the automated telephone service. 

Do I receive paper statements?

No, we do not issue paper statements for your card. You can view your full transaction history online when you log into the customer portal.

If I call from overseas, will I be charged any fees on my OzForex Travel Card?

You will not be charged any additional fees from us, however if you are calling from an overseas number, you may incur overseas telephone call rates. This will depend on your phone carrier, so it is best to discuss the call rates with them before making any calls from overseas. 

 

  • Transactions

How do I make a transaction on my OzForex Travel Card?

Whenever you make a purchase in-store or at an ATM, you will be asked to confirm the type of transaction. Always select 'Credit' and proceed to enter your 4-digit PIN. If done correctly, your transaction will be approved.

You may be able to sign for a transaction if it is made outside of Australia.

How do I respond if I have the option to pay in the currency of the country I am visiting OR in Australian Dollars?

Select the currency for the country you are visiting.

When withdrawing cash at an ATM overseas, how do I respond to “Convert at this rate and continue” OR “Skip conversion and continue”?

Please select “Skip conversion and continue”.

Why was my transaction declined?

A transaction may have been declined because of the following:

  • Your card has not yet been activated.

Please ensure that your card has been activated before using your card. See 'How do I activate my OzForex Travel Card?'

  • You have not selected a PIN.

Please ensure that you have selected a PIN before using your card. This can be done through the customer portal. See 'How do I set a PIN?'

  • You do not have the sufficient balance to cover the transaction.

You will need to load additional funds to your card via BPAY®. See 'How do I load money onto my OzForex Travel Card?'

  • You have the sufficient balance on your card, but this is spread across more than one currency wallet and you do not have sufficient funds in any one wallet.

The transaction will only debit from one wallet, therefore you need to convert funds from your other wallets into a single wallet to allow the transaction to process. See 'How do I convert my money?'

  • The merchant does not accept this method of payment.

You will need to use another method of payment.

  • Your card status is locked.

You can unlock your card through the customer portal, automated telephone service or text message. See 'How do I lock my card?'

  • Your card has been damaged.

Please contact us on 1300 640 384 (Australia) or +61 2 8209 4176  (if calling from overseas) to organise a replacement card to be sent to you. A card replacement fee will be charged. For the full list of applicable fees and how they will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

  • The terminal may be offline.

This can be determined if the card is accepted elsewhere and not at a particular merchant. You will need to use another method of payment.

  • Invalid or missing CVV2

If a merchant does not ask for a CVV2 value when you provide your card number and expiry date when making an online transaction, then your transaction will decline. You may need to contact the merchant directly to arrange for payment.

How are fees charged to my OzForex Travel card?

Fees will be debited from your available balance and be listed in your transaction history. For the full list of applicable fees and how they will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

What is the difference between a supported and an unsupported currency?

A supported currency is one of the eight currencies that we offer on the card (see 'What currencies can I have on my OzForex Prepaid Travel card?')

An unsupported currency is one that is not offered on the card such as Thai Baht or South African Rand.

You can still use your card for making transactions in an unsupported currency. A currency conversion fee will be charged. For the full list of applicable fees and how they will be debited from your card balance, please refer to theFinancial Services Guide and Product Disclosure Statement ("PDS").

What if I don't have enough money in my wallet for a transaction?

If you do not have sufficient funds in a particular wallet to cover a transaction in a particular currency, the equivalent available funds in any of your other wallets will be used to pay for your transaction.

The funds will be converted at the retail exchange rate from the wallet in which you have sufficient funds to the wallet in which the transaction will be carried out in. The conversion will happen automatically as part of the transaction.

For example:
You have 100CAD, 1USD and 10AUD and you make a purchase for 20AUD. Assuming a conversion rate of 1AUD = 1CAD.

You do not have enough in the Australian Dollar wallet so we will look to see what the equivalent of 20AUD is in your other wallets. In this case, you have enough money in your Canadian Dollar wallet to pay for the transaction, so we will convert the Canadian Dollar to Australian Dollar to pay for the purchase. In the end, your balance will be 80CAD, 1USD and 10AUD.

Note the full transaction amount needs to be converted from one wallet only. This means the transaction will decline if you do not have enough in any one single wallet to cover the transaction, even if the combined total balance of all your wallets is enough to cover the transaction.

This applies for both supported and unsupported currency transactions.

The order in which each wallet will be assessed to determine if sufficient funds are held is set as follows:

  • Australian Dollar (AUD)
  • US Dollar (USD)
  • Euro (EUR)
  • Great British Pound (GBP)
  • New Zealand Dollar (NZD)
  • Hong Kong Dollar (HKD)
  • Singapore Dollar (SGD)
  • Canadian Dollar (CAD) 
  • Japanese Yen (JPY)

What if I do not recognise a particular transaction on my statement?

You can check the full details of the transaction through the Customer Portal by viewing your Transaction History.

Some stores have a different name for processing your transaction.

If you are still unsure, you can either call the call centre on 1300 640 384 (Australia) or +61 2 8209 4176 (if calling from overseas) to obtain more information or you can log into the Customer Portal to download and fill out a 'Letter of Dispute' form.

Send that form to us and we will investigate the transaction for you. Should your dispute be successful, the transaction will be refunded to you in US Dollar (USD). The funds will be credited to your USD wallet. If you do not have a USD wallet, we will create one for you at this time.

How do I perform an ATM balance enquiry?

You are able to attain the balance of your card at an ATM by selecting the 'credit' option.  The balance displayed shows the value of all the wallet balances added together on the card and converted by the ATM operator to the local currency.

Please note that the ATM balance enquiry is not available on all overseas ATMs.

How do I withdraw cash from an ATM and how am I charged for the ATM withdrawal fee?

To withdraw cash from an ATM, you need to select the 'Credit' option before you enter your 4-digit PIN.

In order for the transaction to be processed successfully, you need to have enough in one wallet to cover the withdrawal amount, the ATM withdrawal fee and any other fees you may be charged by the local ATM.

For example:
I have 100CAD, 1USD and 10AUD and I withdraw 20AUD from an Australian ATM. Assuming a conversion rate of 1AUD = 1CAD and the Australian local ATM fee of 2AUD.

The amount that I need to have in my wallet is 20AUD + 2.95AUD + 2AUD = 24.95AUD to cover the transaction. In this case, we will convert 24.95CAD to AUD to cover the transaction.

If you do not have enough to cover the full transaction amount, then the transaction will fail.

For the full list of applicable fees and how the ATM withdrawal fee will be debited from your card balance, please refer to the Financial Services Guide and Product Disclosure Statement ("PDS").

In what order will money be converted from my other wallets?

If you do not have sufficient funds in a particular wallet to cover a transaction in that associated currency, the equivalent available funds in any of your other wallets will be used to pay for your transaction.

The order in which each wallet will be assessed to determine if sufficient funds are held is set as follows:

  • Australian Dollar (AUD)
  • US Dollar (USD)
  • Euro (EUR)
  • Great British Pound (GBP)
  • New Zealand Dollar (NZD)
  • Hong Kong Dollar (HKD)
  • Singapore Dollar (SGD)
  • Canadian Dollar (CAD) 
  • Japanese Yen (JPY)

Am I able to change the order of wallets from which my money will be converted?

No, the order is set.

 

I use my card in Japan and Hong Kong, however sometimes the money is taken out of another wallet (e.g. US Dollar), even though I have enough funds in my Japanese Yen/Hong Kong Dollars wallet.

A number of merchants in Japan and Hong Kong may authorise your transaction in US Dollars. This is out of our control, however we look out for these transactions during our reconciliation process (usually 2-3 business days later) and ensure the funds are reversed to your other wallet (e.g. US Dollar) and then correctly debit the Japanese Yen/Hong Kong Dollars. To avoid this potential delay and guarantee that you are not debited from any of your other currencies, please ensure that you convert ALL your funds to Japanese Yen/Hong Kong Dollars and hold no balance in any other currencies when travelling to Japan or Hong Kong.

 

Disclaimer

The OzForex Travel Card is issued by Macquarie Bank Limited ABN 46 008 583 542, AFSL No. 237502 (MBL). This information is for general information purposes only. It does not take into account any of your potential personal objectives, financial situation or needs. Before acting on this information, you must consider its appropriateness having regard to your own objectives, financial situation and needs and obtain your own independent advice about whether to obtain or continue to hold a Card. You should read and consider the current Product Disclosure Statement ("PDS") available at www.ozforex.com.au/travel-card (which you agree to be provided by accessing this link) before making any decision about whether to acquire or continue to hold a Card. Full terms and conditions are set out in the PDS. Fees and charges may apply if you obtain or continue to hold a Card. OzForex Limited's (ABN 65 092 375 703, AFSL No. 226 484) Financial Services Guide is available at www.ozforex.com.au/travel-card and you agree to its provision to you by accessing this link. MasterCard® and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. BPAY® Registered to BPAY Pty Ltd ABN 69 079 137 518. 

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