MoneyMe Express Visa Card FAQ

We are no longer accepting new MoneyMe Express Visa Card applications and the program will end on the 18th of August, 2017.

We’re currently working on a smarter, simpler digital solution. If you want to stay in the loop, shoot us an email at hello@moneyme.com.au

If you hold a card, the following FAQs apply:


1. I have a MoneyMe Express Visa Card, can I still use it?

Yes, your MoneyMe Express Visa Card will continue to function and will be valid until its expiry date (located on the front of your card).

Upcoming restrictions:

  • Last day to order a replacement card – 31st of July, 2017
  • Last day to load or transfer funds onto card – 18th of August, 2017
2. What happens to my MoneyMe Express Visa Card after the 18th of August 2017?

After the 18th of August 2017 you’ll be able to use your card as normal, except you will not be able to order a replacement card or load additional funds.

3. Can I still view my card details in the Members Area?

Yes. You’ll still have access to your MoneyMe Express Visa Card section within the Members Area where you’ll be able to check your balance, transaction history and card options.

4. What happens if I have money left on my MoneyMe Express Visa Card?

If you have money left on your card you can continue to use it until its expiry date (located on the front of your card).

You can still view your balance and transaction history within the MoneyMe Members Area.

If you want to retrieve the remaining funds on the card, please complete this Transfer Of Funds form.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. Are there any restrictions on the card?

The card may not be used for, and 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.

Upcoming restrictions:

  • No replacement cards after 31st of July, 2017
  • Unable to transfer funds to your card after 18th of August, 2017
11. 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
12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. 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.

18. 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

19. 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.

20. 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.

21. 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.

22. 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.

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

Please select the credit button.

24. 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
25. 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).

26. 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.

27. 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.

28. 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.

29. 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.

30. 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.

31. 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 3, 131 Macquarie Street, Sydney NSW 2000
32. 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.