Frequently Asked Questions

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So how does the application process work?

It’s super simple. Just hit quick start, select how much you’re after and fill in your info. The application should only take you about three minutes!

The process is paperless and you’ll receive a quick decision. You sign electronically and then you’ll receive the cash in your account. It’s that simple.


Who can apply?

You must be:

  • An Australian resident
  • Over 18
  • Employed

What do you need from me to apply?
  • Bank details so we can deposit your loan
  • A mobile phone number and valid email address

Providing us with as much correct information as possible means we can let you know the outcome of your application asap.


Why didn’t I receive an immediate decision?

We’re a digital lender, but sometimes we need to look at things a little more carefully to ensure we’re making the right decisions.

If you’re unable to provide all of your information on the spot, it may take a little longer. Sometimes we may need to call you to confirm your details over the phone.


Will you be contacting my work?

We may need to contact your payroll to do a few simple checks, but we won’t contact your work without asking you for permission first.

Don’t worry - we won’t disclose any personal information to them about you or your application for a loan.


Can I apply for a MoneyMe loan over the phone or in a shop?

We only take applications online – but we’ve made our application process as quick and user-friendly as possible. It’s tailored for phones and tablets too, so it’s easy to apply for a MoneyMe loan from any device.


Who is eligible for a MoneyMe loan?

Anyone who is over 18, an Australian resident, employed, and has a decent credit history.

We’re big on responsible lending, so if we don’t think you’re in a position to repay the loan comfortably, we won’t lend to you.


How much will you lend me?

We will always try to ensure that we’re only lending an amount you can afford to repay.

Our lending criteria take a number of factors into account before deciding the amount we’re able to lend you. These include income, expected living costs, and your MoneyMe loan rating.


Do you conduct credit history checks?

As a responsible lender, we carry out a credit check as part of our assessment of your application. This doesn’t mean we automatically decline anyone with a mark on their credit file and we understand there may be a good reason, or your circumstances may have improved.

To give yourself the best chance of acceptance, make sure you give us as much information as possible (and check that it's accurate) during your application.

There are some circumstances whereby we will decline an application, such as if you have a poor credit history, are bankrupt or are in a debt agreement.


How fast can I get my loan?

It only takes about 3-5 minutes to apply. Once your application has been approved, we move fast to get you your cash.

We aim to have your loan funds in your bank account within the hour. This will depend on your bank and in some instances it may take longer.


How fast can I get my loan?

On rare occasions, we might not be able to verify some of your information electronically. If this is the case, we’ll let you know straight away what you need to send us.

We’ve got a number of ways to make this as easy as possible for you:

E: help@moneyme.com.au

T: 1300 669 059

F: 02 8415 7112


How soon after my last loan can I get another loan?

Straight away, so long as you’ve repaid your last loan in full and continue to meet our lending criteria.


How does it work if I apply outside of business hours or on a weekend?

Because our digital application is smart, easy and fast, you can still apply outside of business hours or on weekends.

If you are approved and bank with an institution other than Commonwealth bank, your loan will be transferred at the start of the next working day.

If you don’t provide us with your bank account details for electronic verification, you’ll have to wait for our next working day for us to manually review your documents.


Why was my application declined?

We need to ensure that we can confirm your identity, and that you can comfortably pay back the loan.

If we were unable to lend to you this time, it is because we take our responsible lending practices seriously.

We’re always happy to have a look at your application, particularly if your circumstances have improved.


Why do you ask for my bank statements?

We are required by law to obtain a copy of 90 days of your most recent bank statements.

We access your recent bank statements through our trusted partner Proviso - the same technology used by a number of big banks and online companies. This means you can avoid all the messy and time-consuming admin of getting your bank statements and pay slips to us.

It is not possible for anyone at MoneyMe to see or access your online banking password.


Why do you ask for my online banking details?

It’s the fastest and easiest way for us to process your loan application. We have a read-only snapshot of your transaction history and cannot access your details in any way.

All data is securely handled in accordance with data protection laws and our privacy policy.


Who sees my online banking login details?

We are only permitted read-only access, so will only ever be able to view the recent transactions on your account – nothing more. No person can access your online banking password.


What happens to my online banking details after I input them on your website?

Your bank details are encrypted in transit and stored securely by Proviso. We do not have the ability to change any of your banking details or access any of your personal information.

Complete Proviso terms and conditions are available here.


What costs are involved?

At MoneyMe, we offer variable costs and the cost of your loan is based on your MoneyMe loan rating. We reward customers with a good credit history by providing them with a lower cost.

Apply now to find out your MoneyMe loan rating.


What is a MoneyMe loan rating?

The MoneyMe loan rating gives a score from A1-A5 for each customer and is mostly determined by your credit history. The specific costs and repayments are outlined on our costs page.

Each time you take out a MoneyMe loan and repay us on time, you can improve your MoneyMe loan rating and may be able to borrow at a lower cost next time.


How can I find out my MoneyMe loan rating?

To find out your MoneyMe loan rating, simply click the ‘Apply now’ button on the Quick start and fill out the form. We will be able to make an assessment in seconds to determine your loan rating and repayments.


Do I have to submit an application to find out my loan rating and what my repayments will be?

No. Once you fill out your necessary details we will be able to make an assessment in seconds to determine your loan rating and repayments. You will see your loan rating and repayments before you are required to submit your loan application.


How can I improve my MoneyMe loan rating so I can borrow at a cheaper cost?

Each time you take out a MoneyMe loan and repay us on time, you can improve your MoneyMe loan rating and may be able to borrow at a lower cost next time.


What other fees may be charged?
  • If you wish to make an early payment on your loan we don't charge any early payment or early termination fees.

  • If you need to change a payment and it is within your loan term, let us know 1 business day before the payment is scheduled and we will change it for free.

  • If you don’t let us know and your direct debit dishonours, we charge you an administration fee of $25 if you have a small loan or $15 if you have a medium or personal loan (your bank may also charge you a fee).

  • If you go over your agreed loan term, we may charge you $5 per day if you have a small loan. If you have a medium loan or personal loan, there is $15 fee if you defer your payment for more than 5 days (but let us know and we’ll try and help you out by reducing this fee.

  • Not paying us back on time will negatively affect your loan rating.



How do I make my repayments?

Repayments are set up to be really easy. When you apply, we set you up with a customised direct debit schedule that is aligned with your pay cycle.

Once your loan is paid back in full, the direct debits will stop.


Speak to us!

We can’t be of assistance if we don’t know what’s happening.


What happens if I can’t honour my direct debit?

If your bank declines your direct debit payment, you’ll be charged $25 payment dishonour fee if you have a small loan with us, or $15 payment dishonour fee if you have a medium loan or personal loan with us (Your bank may also charge you a dishonour fee).

The fee is payable every time a direct debit is dishonoured, so it’s important you call us beforehand if you know there are insufficient funds in your account to make the scheduled payment.


What happens if I have overdue payments?

If your small loan account is not paid in full at the end of the loan term, we’ll charge a late fee of $5 per day until your account is settled.

If you have a medium loan or personal loan account and you defer your payment for more than 5 days, we’ll charge a late fee of $15.

We will contact you whenever your payments are behind to understand your situation and try to come to an arrangement.


What happens if I have seriously overdue payments?

You need to speak to us to make arrangements.

If your account reaches 60 days overdue, we intend to list a credit default on your file with credit reporting agencies. The default will typically stay on your record for up to five years and may affect your future ability to obtain credit with companies such as Telco’s, banks, and MoneyMe.


How can I get independent assistance?

We are not allowed to give you financial advice, but recommend using the government’s MoneySmart website for advice, go to their webpage www.humanservices.gov.au/advancepayments or call them on 1800 007 007.


What if I am facing hardship?

If your circumstances have changed since you took out the loan, we may be able to offer some assistance. Please call us on 1300 669 059 to allow us to assess your financial situation.

We may need evidence of the change (such as a severance letter or a doctor’s certificate). We may also need to get in touch to obtain further information from you once you have completed the form.


When will MoneyMe contact me by telephone?

We’ll only call you if we need to; such as if you’ve made an application or missed a payment and we need to speak to you.

And you’re always welcome to get in touch with us in a variety of ways – check out our contact us page for more details.


Can I come into a branch?

MoneyMe is 100% online – but don’t worry, there’s more ways than ever to get in touch with us:

E: canwehelpyou@moneyme.com.au

T: 1300 669 059

F: 02 8415 7112


How do I make a complaint?

Customer satisfaction is extremely important to us, but we understand sometimes we may get it wrong.

See our complaints page for further information.


Where can I find your policies?

At MoneyMe, we’re huge on transparency and honesty.

Check out the links below to our key policies:


What online security measures do you employ?

Your privacy and security is important to us. We use products that are the best of the best in the online security business.

We follow the same standards as banks and other online payment companies to ensure your safety and security.

Security Policy


How is my information stored and protected?

All information is entered through a Secure Socket Layer (SSL), which means an encrypted connection is created between your system and ours, and it's always kept that way.


How do I change my password?

Head to our member area, and submit your information in the verification section. A link will be sent to your email for resetting your password.


How do I change my email address?

If you can’t remember which email address you gave us, or you need to update your address, you’ll need to call us on 1300 669 059 and one of our agents will update your information.


1. What is a MoneyMe Express Visa card?

The MoneyMe Express Visa card is a reloadable prepaid card which can be used to pay for goods and services from merchants in Australia and around the world who accept Visa Prepaid Cards, including online purchase transactions.

Before use, the card requires activation and money to be transferred onto the card.

The card is not a credit or debit card and does not earn interest.

Card fees and load limits apply (refer to the PDS for more details). Cards are only available to eligible MoneyMe customers.

2. How long does it take to receive my Visa Prepaid Card?

It will be posted via Australia Post. We aim for you to receive this within 7-10 business days, however in the event that you haven’t received your card within 14 business days please contact our Customer Service team on 1300 669 059.

3. How do I activate the card?

When first received in the mail your card will be inactive. To activate your card login to the MoneyMe Member area on the website and follow these steps:

  1. In the menu, click on the tab “MoneyMe Express Visa card.”
  2. Within this page, first enter your mobile number in the box provided and click “Get activation code”. You will then be sent an activation code to your phone.
  3. Enter your activation code in the box provided and click “Submit activation code”.

Your card is now active and ready to use!

Having difficulties? Contact our customer service team on 1300 669 059.

4. How do I qualify for a MoneyMe Express Visa card?

If you are a first-time MoneyMe customer, to be eligible for a MoneyMe Express Visa card your loan must be approved and you must also opt-in for a card in the MoneyMe Member area.

If you are an existing MoneyMe customer, to be eligible for a MoneyMe Express Visa card you must not be in significant arrears on your MoneyMe loan and have repaid your previous loans on time. You must also opt-in for a card in the MoneyMe Member area.

For all customers, to qualify for a card you must meet the following criteria:

  • Your ID must be verified
  • You must be an Australian Resident
  • Your address details must be correct and up to date
5. How does my card work?

The card will be loaded with funds, by MoneyMe, which cardholders can then use to access the available balance to make purchases anywhere that Visa Prepaid Cards are accepted. Once the card has been activated you are able to use the Direct Entry Functionality to top up your MoneyMe Express Visa card with additional funds. Simply login to your Internet banking and complete a regular funds transfer using your MoneyMe Express Visa BSB and account number. There is a limit to how much cash can be transferred to the card – please refer to FAQ #13.

6. Where can I use my card?

Your card can be used for in person purchases, online and over the phone purchases. The card will be accepted anywhere that Visa Prepaid Cards are accepted.

7. Are there any restrictions on the card?

The card may not be used for, an authorisation may be declined for, any illegal transactions. Some merchants may choose not to accept Visa Reloadable Prepaid Cards. For further information please refer to your Product Disclosure Statement (PDS).

There is a limit to how much cash can be transferred to the card – refer to FAQ #21.

Only one card is allowed per MoneyMe account.

MoneyMe Visa Express cards are only available to Australian residents and AUD currency accounts.

8. Are there any fees for using the card?

Please refer to the Table below for the relevant Fees and charges or the PDS received with your card.

Fees and Charges to be paid by the Cardholder
Card Issue and Funds Loading  
Card Issue Fee Free
Funds credit loaded by Direct Credit Facility $5.00
Replacement Card Fee $10.00
ATM Withdrawals  
ATM Transactions - when using an ATM which is not part of the rediATM network ATM Operator Fees
ATM Transactions - when using a rediATM $2.00 rediATM Usage Fee
Point of Sale Purchases  
POS Purchase Free
POS Purchase with cash out $0.50
Foreign Exchange Fee (if Card is used for purchases or withdrawals in any currency other than Australian dollars or purchases with any merchant located outside Australia) 2.99%
Account Keeping Fees  
Balance Inquiry online Free
Monthly expired card fee $5.00
9. If I make a purchase and am entitled to a refund for some reason, can the refund be made to the card?

Yes, subject to the merchants refund policy the refund can be put back on the card. If you suspect that the card was used fraudulently, immediately notify MoneyMe on 1300 669 059, or at hello@moneyme.com.au.

10. Can I make online purchases?

Yes, you can make purchases for goods online. You will need to use your CVV2 3 digit code on the back of your card, plus the four digit expiry date.

11. Is the balance of the card updated automatically?

Each time you make a purchase on your card, the purchase amount is automatically deducted from your card balance at the time the transaction is approved. If the transaction is declined the funds are not deducted from your card balance.

12. How do I check the balance?

You can check the balance of your card or view your recent transactions from within the MoneyMe Member area under the “MoneyMe Express Visa card” tab.

13. Can I add money to the card?

Yes, you are able to add funds to the card. You are able to use the Direct Entry Functionality to top-up your MoneyMe Express Visa card with additional funds. Simply login to your Internet banking and complete a regular funds transfer using your MoneyMe Express Visa BSB and account number. There is a limit to how much cash can be transferred to the card – please see the minimum and maximum load limits detailed in FAQ #21 below.

14. What is a PIN?

A Personal Identification Number (PIN) is a security number provided on your pin mailer. You will need this number to make purchases. Never write your PIN on your card or communicate your PIN to anyone.

15. What if I lose or forget my PIN number?

Your PIN cannot be changed, however, if you forget your PIN you do have the ability to retrieve it. Please see the PDS for further details or go to the emerchants PIN Recovery website: https://pin.emerchants.com.au

16. What is a CVV2 number and why do I need it?

The 3-digit security code on your Visa card assures both merchants and consumers that the card is in the hands of an authorised user. If someone obtains your account number, they cannot make an online purchase without the security code. You can find the 3-digit code on the back of your Visa card, next to your signature.

17. The ATM took my card, what do I do?

Please contact the company associated with the ATM to see if your card can be retrieved and notify MoneyMe Customer Service on 1300 669 059 if you can’t retrieve it.

18. Does the card have an expiry date?

The expiry date is shown on the front of the card. The card cannot be used after the expiry.

19. What happens if my purchase is not approved?

There are a couple of things which may be causing your transaction to decline.

There could be insufficient funds to cover the purchase amount; you will need to check the balance on your card.

Check you are selecting credit as your payment method.

The payment network may be offline.

If you are purchasing online ensure you enter your CVV2 code on the back of your card. If your card is still not working after trying the above please contact MoneyMe customer service on 1300 669 059.

20. Which button do I select when making a purchase?

Please select the credit button.

21. Is there a limit on the card?

The limit on the card will be the total amount of funds MoneyMe has agreed to load on the card. In addition to this you may top up with your own money. Please refer to the Table below for the relevant limits or the PDS received with your card:

Load/Transaction Limit
Point of Sale and ATM Withdrawal Limits
Daily ATM Cash Withdrawal Limit: $1,000.00
Maximum Point of Sale per transaction $3,000.00
Daily Purchase Limit (including Daily ATM Cash Withdrawal Limit) $4,000.00
Load and Account limits
Minimum Load $20.00
Daily Total Limit $3,000.00
Maximum Load $3,000.00
Maximum Annual card balance $50,000.00
PayWave Limits
PayWave Transaction Limit $100.00
22. Are there any Fees for using an ATM?

There aren’t any emerchants fees for ATM withdrawals, however there may be an ATM Owners fee charged or a usage fee applicable. For further information please refer to your Product Disclosure Statement (PDS).

23. Can I withdraw cash via POS (Point of Sale)?

Yes, in the majority of cases you can. However, the availability of cash-out at POS is at the merchant’s discretion.

24. If I purchase items overseas in a different currency, how is the dollar value converted?

The available balance on the MoneyMe Express Visa card is in Australian Dollars. Transactions made in a currency other than Australian Dollars will be subject to the prevailing Acquirer exchange cost at the time, plus a 2.99% foreign transaction fee.

25. When purchasing online what name do I enter into the payment page?

When making an online purchase, you should enter the name that is registered against the card.

26. How do I get my statements?

Paper based statements are not issued for the MoneyMe Prepaid Visa product. Your transaction record can be obtained by logging into the MoneyMe Member area and selecting the “MoneyMe Express Visa card” tab to view your transaction history.

27. What if my card is lost or stolen?

If you believe your card has been lost, stolen or damaged, likely to be misused or you have reason to suspect that someone else may know the PIN, please call MoneyMe Customer Service on 1300 669 059 immediately to suspend your card. Your existing card will be cancelled and a new replacement card will be ordered.

28. Who do I contact if I have a complaint or query about the card?

You can contact MoneyMe Customer Service on:

  • Phone: 1300 669 059
  • Email: hello@moneyme.com.au
  • Level 38, 100 Miller Street, North Sydney, NSW, 2060
29. I’ve noticed an unauthorised transaction I wish to dispute, what do I do?

If you wish to dispute a transaction contact emerchants immediately on 1300 739 889 and/or complete a disputed transaction form from the MoneyMe Member area under the ‘MoneyMe Express Visa’ tab. The completed form can be emailed or posted to:

  • Email: disputes@emerchants.com.au
  • Mail: Emerchants, Level 2, 26 Commercial Road, Newstead, Brisbane, QLD, 4006

You will need to provide as much detail as possible about the transaction and include any receipts you may have.


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*WARNING: This comparison rate is true only for the examples given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate.