Frequently asked questions

Who can apply?

To apply for a MONEYME credit product, you must:

• Be an Australian Citizen, New Zealand Citizen or Permanent Resident
• Be at least 18 years old
• Earn more than $30,000 p.a. from employment
• Have an average credit score or better, with a credit report free of any form of bankruptcy

What do you need from me to apply?

During the application process, we will be asking you for the following information:

• Your personal details
• Your employment and income details
• Your monthly expenses
• Your bank details
• 90-day bank statement

We will also require you to verify your identity by doing the following:

• Uploading a copy of your government-issued ID
• Completing a face verification against the photo in your ID

I’m currently unemployed, can I apply for a loan?

You must be employed to be eligible for a loan or credit card product with us.

I’m self-employed, can I apply for a loan?

You most certainly can! We will just need verify your business income to show that you have positive cash flow.

I’m on a temporary visa, can I apply for a loan?

You must be an Australian Citizen, New Zealand Citizen or Permanent Resident to apply for a loan or credit card product with us.

Why do you need my bank details?

We will need your bank details so we:

• Know where to send your money if you are approved for a loan;
• Obtain a read-only copy of your bank statements so we can verify your income and expenses and give you an accurate credit offer, and;
• Determine where your repayments will be taken from.

Which bank account should I provide?

Please provide the bank account where your salary or income is paid so we can verify your declared income.

Why do you need my bank statements?

We are required by law to make an assessment if a loan contract is suitable for you.

At MONEYME, we obtain a copy of your most recent bank statements to make a credit assessment.

Our trusted partner, illion Bank Statements, allows us to securely receive your bank statements without storing your login details.

Their service supports over 120 banking institutions Australia-wide. The same technology is used by big banks and online companies. This means you can avoid all the time-consuming admin of getting your bank statements and pay slips to us manually.

Why do I have to provide my bank details to apply for a loan?

It’s the fastest and easiest way for us to process your credit application. Your bank details are encrypted, and we receive a read-only PDF copy of your transaction history.

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

Who will access my bank login details?

Only you. Your online banking login details are encrypted and securely transmitted to retrieve a read-only copy of your banking transactions. These details are never stored, and no one from MONEYME or any third party, such as illion, can see or access them at any point. The system automatically deletes your online banking credentials within 15 seconds of use to ensure your privacy and security.

Are my bank details secured when I apply for a loan with you?

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

For further reference, you can access illion Open Data Solutions’ terms and conditions here.

What type of identification can I provide?

Any government-issued ID like your driver’s licence or passport will do.

How do I send a copy of my ID?

Once you’ve submitted your application you will receive an SMS with a link to verify your identity. The first step is to upload your ID.

What is face verification?

After you’ve uploaded your ID we will need you to do a short selfie video to help us match you to your ID. It’s completely private and will only take a few seconds. Just follow the prompts on-screen and you’re done!

Why do I need to do face verification?

We want to be sure that it’s actually you applying for the credit product.

How do I apply for a personal loan?

It’s super simple! Click here to get a quote in less than 90 seconds. We will ask some of your details so we can create a quote that’s tailored to you. If you’re happy with your quote, you can proceed with your application, which only takes minutes to complete.

The process is paperless and you’ll receive an outcome typically within 60 minutes. Once approved, the funds can be in your account in as little as 60 minutes.

How do I apply for debt consolidation?

It’s super simple! Go to www.moneyme.com.au/debt-consolidation, click “Get my rate” and fill in your information. The application only takes about five minutes to complete!

The process is paperless and you’ll receive a quick decision on your application. Once approved, the funds can be in your account in as little as 60 minutes.

How do I apply for an Autopay car loan?

To apply for a car loan with Autopay you will need to speak with your car dealer or broker if they provide Autopay as a finance option. If they do then they can start the application for you and you may need to provide information to complete your account.

Will you be contacting my employer?

No, we won’t contact your employer when assessing your application.

Why is my application still pending?

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.

It may also take a little longer if we haven’t received all the information we need. We may send you an email to ask for more information or call you to confirm your details over the phone.

Can I apply for a MONEYME loan in a branch?

MONEYME is 100% online which means you can apply for a loan with us 24/7 by visiting our website and clicking “Get a quote” or “Apply now”.

If you need assistance applying for a loan, you can call us during our business hours and one of our agents will gladly help you out.

How much can I access?

The amount you can access depends on the credit option you choose and your serviceability.

• Personal Loan - $5,000 to $70,000
• Cashback Rewards Credit Card - $1,000 - $20,000
• Car Loan (Autopay) - $10,000 - $150,000

With either option, you should borrow the amount that best suits your situation, making sure you are able to pay off your loan and are comfortable with the payment schedule.

How long is the application?

It takes less than 90 seconds to get a personalised quote.

Once you're happy with your quote, you can proceed with getting a conditional offer, which should only take at least a few more minutes to complete provided that you have the details that we require handy (like your income and expense information and a government-issued ID).

Can I get an estimate of my repayments if I apply for a loan?

We have a repayment calculator on www.moneyme.com.au/personal-loan for you to use to calculate what your repayments could be.

Please note: This calculator provides an estimate only and a comparison rate based on the example information provided. Other fees, costs and charges are not included. This calculation is not an offer for credit. The amount you can borrow may vary once you complete a loan application and all the details relevant to our lending criteria are captured and verified. The interest rate for this product is variable and subject to change. Any calculations made by you using this calculator are intended as a guide only.

Does checking my rate affect my credit score?

Checking your rate doesn’t affect your credit score! We will give you a quote based on your information and if you’re happy with your quote, you can confirm and submit your application. Submitting your application does affect your credit file.

Do you conduct credit history checks?

Yes, we do conduct credit history checks as a standard part of our application process. Our goal is to make informed and fair decisions when evaluating applications. The credit history check allows us to assess an applicant's financial responsibility, which is an important factor in our decision-making process.

There are some circumstances where we will automatically decline an application, such as if you have credit defaults, are bankrupt, or are in a debt agreement.

If you have any specific concerns or questions about our credit check process, feel free to discuss them with our team, and we'll do our best to provide the information you need.

How long does it take to approve an application?

Once you've submitted an application, we can give you an outcome in as little as 60 minutes.

What happens after I get approved for a loan?

Once your application has been approved, you will receive a copy of your loan agreement and payment schedule via email, the funds will be sent to your nominated bank account typically instantly. For some smaller banks, it may take 1 business day.

What happens after I get approved for a credit card?

Once your application has been approved, you will receive a copy of your credit agreement and you should be able to access your credit card details via the MONEYME mobile app.

What happens after I get approved for debt consolidation?

Once your application has been approved, you will receive a copy of your loan agreement and payment schedule via email, the funds will be sent to your nominated bank account typically instantly. For some smaller banks, it may take 1 business day. You can then use the funds to pay out your debts.

Why was my application declined?

We rely on data from a number of sources to make our credit decisions, including information disclosed to us by credit reporting bodies. Some of the factors that we consider include income, expenses, other debt obligations, security of employment, and credit history.

How can I track the status of my application?

You can track the progress of your application by logging in to your account via our web portal or on the MONEYME app. Simply use the email you used during sign-up and the 4-digit passcode you’ve set up after your application to log in.

Do you offer refinance?

We can offer refinance depending on if you are eligible. Give us a call and one of our agents can help review and determine if you are eligible for a refinance.

Do you offer loan top-ups?

We can help you top-up depending on if you are eligible. Give us a call and one of our agents can help review and determine if you are eligible to top-up.

What is a credit score?

A credit score is based on your borrowing and repayment history. It is a number that summarises your credit history and shows lenders what you are like as a borrower. Lenders will check your score when you apply for credit or a loan, as it tells them how likely you are to make your repayments. The higher your score, the better your chances are of being approved for credit.

How is my credit score calculated?

Your credit score is calculated by credit reporting bodies such Equifax, using data from a number of different sources, such as public databases, financial institutions and utility providers.

A number of factors play their part in determining your score, including:

• Type of credit provider
• The type of size of credit requested in your application
• Number of credit enquires and shopping patterns
• Directorship and proprietor information
• Age of credit report
• Pattern of credit enquires over time
• Your personal details
• Default information
• Court writs and default judgements
• Commercial address information

Your credit score is not affected by your bank balances, race or origins, beliefs or affiliations, sexual orientation, lifestyle or medical history.

How does making applications for credit impact my credit score?

While you may be able to shop around quite easily for goods and services, shopping around for credit products can have a negative impact on your credit score. When you make an application for credit, the lender places a ‘credit enquiry’ on your file. If you make too many applications for credit, you may be considered to be a bigger risk to lenders who may see a high number of enquiries as an indicator of an over-reliance on finance or an inability to obtain finance from other organisations.

The types of credit you enquire about may also have an impact on your credit score.

How can I check my credit score?

You can check your credit score for free by downloading the MONEYME app. Simply sign up for an account, tap the “Credit score” tile on the home screen and fill out the form. Once you’ve submitted the form you’ll get access to your credit score instantly.

How can I improve my credit score?

Ensure you make your payments on time to demonstrate good repayment history, and avoid negative events, such as missed payments or defaults.

Limit your credit applications over a short period of time. Most lenders can give you a quote without impacting your credit score.

Does checking my credit score impact my credit score?

No. When checking your credit score with MONEYME, it does not affect your credit score. Looking into your credit score does not have any negative impact on your credit file.

Why is my credit score different to what I have seen elsewhere?

Your credit profile may appear different between credit score providers as each credit bureau collects different information and uses their own method of calculating a credit score.

MONEYME's credit score product is provided by Equifax, which has a maximum score of 1200. Other credit bureaus may have a different maximum score.

How do I access my full credit report?

Your credit report contains a detailed account of your credit history for the previous 5 years. If you are interested in accessing your credit report, you can do so by visiting the Equifax Website and making a request. Once you have received your credit report, this guide may help you to understand more about your report and its contents.

When is my score updated?

Your credit score is constantly evolving over time. Information is added, deleted or updated frequently, meaning that it can change monthly or even more frequently. We encourage you to log in once a month to monitor your score.

I tried checking my score and it didn’t work

Please make sure you provide the correct information otherwise we won’t be able to get your credit score.

Your credit score may also be blocked so please check with Equifax to get it sorted.

Why is my credit score not increasing or going up?

There are a number of reasons why your credit score is not improving.

• You may have missed a debt payment and your creditor reported it to your file.
• You owe too much on your debt(s).
• Your credit history is limited.
• You’ve applied for credit way too many times.
• You only have one type of credit account.
• A creditor has incorrectly reported account information.

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What is my account balance?

To check your balance owing, simply download the MONEYME app and log in using your email address and 4-digit passcode. Once logged in, you’ll be able to view your balance owing and other details related to your account.

Do you charge any early exit fees?

There are no early exit fees.

Can I make additional repayments?

Of course! If you want to pay off your balance faster, you can log in to your members area via our web portal or on the MONEYME app to make additional repayments toward your account.

Do you accept credit card repayments?

No, but you can use your debit card to make repayments.

Can I repay with a bank transfer?

Yes, you can repay your balance via bank transfer. Our details are as follows:

BSB: 062 104
Account: 10233152
Reference number: [Your loan number or account ID]

To check your loan number or account ID, log in to the MONEYME app and tap the product you wish to learn more about and click either ‘Manage loan’ or ‘Manage card’. For loans click ‘View loan details’ to view your loan number and for credit cards click ‘Account details’ to view your account ID.

Important: Please make sure you use your loan number or account ID as the reference number when you pay via bank transfer otherwise we won’t be able to connect your repayments to your account.

Can I repay with BPAY?

We offer BPAY as payment option for SocietyOne customers, but it is currently unavailable for MONEYME accounts.

How do I make manual or additional repayments?

To make repayments toward your loan or credit card, simply log in to the web portal or on the MONEYME app using your email and 4-digit passcode.

On the web portal, click “Make a payment”, enter how much you’d like to repay, and select if you want to repay via direct debit or debit card.

On the mobile app, go to the “Repay” tab, enter how much you’d like to repay, and select if you want to repay via direct debit or debit card.

Why does the amount I owe not update automatically when I make extra contributions?

Additional contributions you make toward your loan will be deducted from your balance owning once they clear. Direct debits can take up to 2 business delays to clear into our account, which is why you may notice a delay.

If you’d like for your balance to be updated immediately we recommend paying with a debit card.

I’m struggling with payments.

We understand that circumstances can change and we are here to help.

If you are experiencing hardship or difficulty making repayments, please contact our dedicated payments team and we will assist you.

How can I lower my payments?

Refinancing your loan or credit card balance could help reduce your repayments. To learn about your options and get a refinance quote for a MONEYME loan or credit card, please call our customer service team at 1300 669 059.

You can also consolidate multiple debts into a MONEYME loan to help reduce your interest costs and payments. Learn more about our debt consolidation loan here.

Why is my account overdue?

Your account may be overdue because you have missed your repayment. Download the MONEYME app and log in to check your repayment schedule.

How can I check my overdue amount?

To check your overdue balance, simply download the MONEYME app and log in using your email address and 4-digit passcode. Once logged in, you’ll be able to view your balance owing and other details related to your account.

What happens if I miss my payment?

You will be charged a dishonour fee of $15. This is payable each time a direct debit is dishonoured or your commitments to make a loan repayment is not met.

There is also an overdue account fee of $35 payable when the repayment is 7 days overdue, and again every 14 days thereafter, until the arrears are cleared or a cap of $210 is reached.

What happens if I have seriously overdue payments?

Seriously overdue accounts can result in formal collections actions which may include adding a default listing on your credit file.

We have various options available to assist you, including hardship. Contact us as soon as possible, and we’ll work something out together!

How can I get independent assistance?

For financial advice, counselling or support, the National Debt Helpline is available to help at no cost!

Visit their website (Welcome Page - National Debt Helpline) or speak to a financial counsellor at NDH’s national hotline 1800 007 007.

Can I extend my repayment term?

Your minimum repayment term is set. However, we understand that circumstances change and in some cases, an extension may be required.

If you believe you will need this, reach out to our dedicated payments team who are happy to work out a suitable arrangement.

Can I request an extension on my scheduled payment?

Please contact our friendly payments team. If you would like to defer or reschedule your scheduled repayment.

How do I defer or reschedule my repayment?

Please contact our friendly payments team. If you would like to defer or reschedule your scheduled repayment.

What is a Hardship Arrangement? 

If you have financial difficulties and can’t pay on time, you might miss payments. Missing payments may result in collections activity and can hurt your credit report and lower your credit score. A hardship arrangement is a way to make it easier to manage your payments. For example, you can ask us to change how often or how much you need to pay. This can help you to avoid missing payments affecting your credit report and stop your credit score going down. 

You can find more information on the Credit Smart website: https://www.creditsmart.org.au/financial-hardship.

How to apply for a Hardship Arrangement? 

You can contact us about your financial difficulties at any time through the details on our Contact Us page. We will send you a form that asks basic questions about your financial difficulties and what payments you are able to make. The form only takes a couple of minutes to complete and allows us to establish a Hardship Arrangement unique to your circumstances. In some situations, we may ask for additional documentation as well. We will ask for this via email. Note: completing the Hardship Form is not the approval for a Hardship Arrangement. If your hardship application is approved, you will receive confirmation of the change to your payment arrangement and the associated details. 

You can also request for this form by logging in to your account and navigating to your Profile, Account Details, Get Help, Contact Us, Financial Hardship.

What is a Promise to Pay? 

A ‘promise to pay’ is not a financial hardship arrangement. Basically, the lender just records the fact that the customer will make up their missed payments. A Promise to Pay may be appropriate if it just a payment of two that require change. As a result, your credit report may continue to show the account as overdue until all the payments are made (although, if payments more than the minimum due in a month are made, the RHI status will reduce towards RHI=0, which will show other lenders that the customer was capable of paying off the overdue amounts). There is no financial hardship indicator shown. 

Does a Hardship Arrangement impact my Credit Report? 

Your credit report will show a note that you have agreed to an arrangement to manage your payments to us. It will not show why you are having trouble paying or the details of the arrangement. The note comes off your Credit Report after 12 months after the arrangement ends. A financial hardship arrangement won't prevent you from applying for credit later on. We, or another lender, might just ask for some additional information about your finances at that time, to ensure that are able to manage a new loan. If you are approved for financial hardship, we will send you a confirmation letter with more details about the arrangement. 

What does the Hardship Arrangement look like on my Credit Report? 

If you have entered a Hardship Arrangement and this has changed how often or how much you need to pay – the change to your payments is for a short time and is called a “temporary financial hardship arrangement”. The sign for a temporary financial hardship arrangement is 'A'. 

If you pay on time with the new arrangement, then your credit report will show your payments as up-to-date, which means your credit report and credit score will not be affected by missed payments during the arrangement. If you do not meet the arrangement, your credit report will show missed payments. If you think you might miss a payment under the new arrangement, please call us as soon as you can. 

We’ll send you a reminder before your arrangement ends. At that time, you'll need to chat with us about getting back to regular payments. If you don’t, your credit report might show missed payments, which could lower your credit score. 

What happens after my hardship arrangement ends? 

Your repayments will revert to the original payment amount. 

If your circumstances do not improve after your hardship ends, we encourage you to please contact our friendly payments team immediately. Please note, an extension of your hardship arrangement is not guaranteed. If you continue to experience financial difficulty and need further assistance, we are required under law to reassess your situation to put in place an appropriate arrangement. To do this, we are likely to ask you to fill out our form again and may require supporting documents. A hardship arrangement is generally a short-term arrangement. If you require more long-term assistance, you may wish to seek external assistance.

Helpful resources:
National Debt Helpline: https://ndh.org.au/
Financial Counselling Australia: https://www.financialcounsellingaustralia.org.au/
Lifeline: https://www.lifeline.org.au/
1800Respect: https://www.1800respect.org.au/

What is a Credit Report?

Your credit report can include information that is needed to identify you: name (including other names that you use), birth date and addresses.

Your credit report may also have information about your credit history – that is, how many loans or credit facilities you have applied for and how you’ve dealt with the debts you have.

The Credit Smart website had lots of good information about what a credit report is and what it is used for: https://www.creditsmart.org.au/learn-about-credit/whats-in-a-credit-report.

Will my credit application show on my credit report?

Applications you have made for credit will show on your credit report. This will include the types of loans you’ve applied for, and the types of things you’ve tried to buy on credit, over the last 5 years. These will be shown whether or not you were actually approved for the loan, or whether you opened the loan once approved. For example, if you shop around for a credit card and make applications to three different banks, then your report will show three applications.

It is mandatory for credit providers such as MoneyMe to report all credit applications it has received to the credit reporting bodies.

What is Comprehensive Credit Reporting?

Comprehensive credit reporting, also known as repayment history information, shows on a month by month basis, whether you’ve made your loan payments on time.

If you are late by 14 days or more in making a repayment, the lender is required to record that against your credit file with credit reporting bodies.

How does comprehensive credit reporting impact me?

As more information is being reported on your credit file, you’re able to positively influence your credit score simply by displaying good credit behaviour such as making your repayments on time.

What new information is on my credit report, and what information can providers now see?

Prior to this change, mainly negative information was available on your credit file (e.g. credit enquiries and default listings). Now with comprehensive credit reporting, this means more positive information is available – including

• Account limits
• Account open and close dates
• Credit types
• Repayment History Information (RHI) for the last 24-month period

What is Repayment History Information (RHI)?

Information about a consumer's repayment history (sometimes called 'repayment history information' or RHI) is information about whether they have met their consumer credit payment obligations in a particular month.

What is reported if I miss a payment, or change my repayment schedule?

If you miss a payment and it is not caught up within the 14-day grace period, it will be reported on your credit file as overdue.

If you request to change a payment prior to the scheduled date and it fits within acceptable criteria, the change won’t affect your credit report.

How does Repayment History Information affect my credit score?

The key thing to know is that good repayment history and behaviour is now reflected on your profile which means you have the opportunity each month to improve your credit score.

If you’re worried about missing one payment or making it after the 14-day grace period, don’t stress too much. The great thing about Comprehensive Credit Reporting is it shows your last 24-month repayment history, which gives lenders a better understanding of your overall repayments – not just the most recent.

How do I obtain personal loan account statements?

Your statement of account is sent to you automatically bi-annually.

Alternatively, you can request a copy via the MONEYME app. Once you are logged in:

1. Click the loan account tile.

2. On the product page, click the “Manage loan” action.

3. On the Manage loan page, click “Request account statement”.

4. Confirm your request by clicking “Send request”.

5. The account statement will be sent to the email associated with your account.

How do I obtain account statements for my credit card?

Your statement of account is sent to you automatically on a monthly basis.

Alternatively, you can request a copy via the MONEYME app. Once you are logged in:

1. Tap the credit card account tile to view the product page.

2. Tap the “Manage card” action.

3. On the Manage card page, tap “View account statements”.

4. To download the latest statement, tap 'Latest' and then 'Download PDF'.

5. To download previous months' statements, tap the 'Previous' tab and then the download icon next to each statement.

How do I obtain ListReady account statements?

Your statement of account is sent to you automatically monthly.

Alternatively, to get a copy of your most recent statement, please email us at hello@moneyme.com.au.

I would like to request a payout letter

To request for a payout letter, please send us an email at hello@moneyme.com.au including the following details:

1. Full name
2. Date of birth
3. Email address or mobile
4. What is the reason for your early loan settlement?
5. Will you be making the payment to settle your loan or will another financial institution be making the payment?
6. What date would you like to payout your account?

Once we've received your request, we will send you an email with a copy of your payout letter.

How can I view my account balance?

Your account balance is available on the MONEYME mobile app.

For loans, the balance owing will be in the “Loan details” section below the page.

For the credit card, the current balance will be displayed on the “Transactions” section.

How can I view my account history?

You can view your account history via the MONEYME mobile app. Once you’re logged in:

1. On the navigation tab, tap "Profile".

2. Select "Account details".

3. Under "Your information", tap "History".

4. In the account history page you can view all your active and closed accounts. Simply tap on an account to view more information about it.

How can I view my repayment history?

You can view your repayment history via the MONEYME mobile app. Once you are logged in:

For loans:

1. Click the loan account tile.

2. Then, click the “Repayments” action.

For credit card:

1. Tap the credit card product tile.

2. Click the “Manage card” action.

3. On the Manage card page, tap “View repayments”.

How can I view my loan or credit card details?

Your loan account details are available on the MONEYME mobile app. Once you are logged in:

For loans:

1. Click on the loan account tile to view the product page.

2. Then, click the “Manage loan” action.

3. On the Manage loan page, click “View loan details”.

4. On the Loan details page you can view details about your loan, including loan amount, balance owing, repayment amount and loan number.

For credit card:

1. Tap the credit card account tile.

2. On the product page, tap 'View card' on the small card to see the credit card number, expiry date, and CVV.

Why is my account suspended?

Your account may be suspended due to the existing arrears. Please clear your overdue balance to continue using your account.

If your account is up to date and appears to be suspended, please contact our friendly payments team.

How long does it take to receive a closure statement once the loan is closed?

A repaid confirmation email will be sent to you within 5 minutes after your loan is closed.

I want to close my account

To close your account, give us a call and one of our agents will help you get it sorted.

I want to increase my repayments

Give us a call and one of our agents will help you get it sorted.

What is refinancing and how does it work?

Refinancing is when you pay off a current loan or credit card balance with a new loan. This can help lower your interest rate or reduce monthly payments by extending the loan period. To refinance your MONEYME loan or credit card, please call our customer service team o 1300 669 059.

What are the benefits of refinancing?

Refinancing can offer several benefits, including lower monthly payments, reduced interest rates, the ability to consolidate multiple debts into one loan, and potentially saving money over the life of the loan.

Can I consolidate other debts into my MONEYME loan?

To consolidate multiple debts, you will need to apply for our debt consolidation loan. Find out your rate and repayments without impacting your credit score here.

If you have an existing MONEYME loan, include your loan as one of the debts you would like to consolidate. You can view your remaining balance in the MONEYME app.

Can I refinance a loan or credit card from another provider to a MONEYME loan?

If you are looking to refinance a loan or a credit card from a different provider, you can ask for a payout letter from your current provider and apply for a MONEYME personal loan to pay out your remaining balance.

If you would like to consolidate multiple debts, you can apply for a debt consolidation loan here. With MONEYME, you can check your rate and repayments for our debt before you apply and without impacting your credit score.

Am I eligible to refinance my MONEYME loan or credit card?

Eligibility for refinancing depends on various factors such as your credit score, income, existing debt, and payment history. Our customer service team can let you know whether you are eligible to refinance your loan.

I have forgotten my password or passcode

To retrieve your passcode:

1. Go to Moneyme login.

2. Click “Forgot passcode”.

3. Provide the email address and mobile number connected to your MONEYME account.

4. We will send you an email with a code.

5. Enter the verification code to verify your identity.

6. Once your identity is verified, you'll be able to create a new passcode for your account.

I have forgotten my email or mobile number

If you can’t remember which email address you gave us, or you need to update your address, please contact us and one of our agents will update your information.

I need to update my email or mobile number

To update your email or mobile number, please call us and one of our agents will update your information.

I need to update my bank details

To update your bank details, please call us and one of our agents will update your information.

What is my passcode?

Your passcode is the 4-digit code that you set up during your application. If you can’t remember your passcode, simply go to www.moneyme.com.au/login and click “Forgot passcode” to reset it.

How can I access my account details?

You can access your account details in your members area.

To access your details via the members area, you can log in at www.moneyme.com.au/login.

Alternatively, you can also view your account details via the MONEYME mobile app. Once you’re logged in:

1. Click on the loan account tile to view the product page.

2. Then, click the “Manage loan” action.

3. On the Manage loan page, click “View loan details”.

4. On the Loan details page you can view details about the loan including:

a. Loan amount

b. Loan term

c. Repayment amount and frequency

d. Balance owing

e. Date applied

f. Interest rate

g. Loan number

What do I use to log in to my account?

To log in, simply enter the email address you entered during your application and the 4-digit passcode you’ve created for your account.

I can’t access my account

If you are having trouble logging in to your account, please give us a call and one of our agents can help you recover your account.

What is the MONEYME Cashback Rewards Credit Card?

The MONEYME Cashback Rewards Credit Card is a digital card product offered by MONEYME that lets you earn 1% cashback on eligible card purchases. It comes with mobile phone protection insurance and ticket purchase protection.

How do I earn cashback on my purchases?

You’ll earn 1% cashback on every eligible card purchase you make, whether in-store or online, as long as you make at least your minimum repayment by the due date each month. Please also note that we have a rewards earnings cap included in your rewards terms and conditions, which means you won’t earn additional cashback when your spending exceeds your credit limit.

Do I need to activate the insurance and purchase protection?

No activation is needed. Your card purchase protection, mobile phone protection insurance and ticket purchase protection are automatically included when you use your MONEYME Cashback Rewards Credit Card. There’s nothing extra you need to do to activate them.

See the Terms and Conditions for each:

• Card Purchase Protection
• Mobile Phone Protection
• Ticket Purchase Protection

Is the MONEYME Cashback Rewards Credit Card interest-free?

The MONEYME Cashback Rewards Credit Card offers up to 44 days interest-free on purchases. This means you won’t be charged any interest if you pay your full statement balance by the due date each month.

The 44 days is made up of your 30-day statement period, plus a further 14 days before your repayment is due. How many interest-free days you actually get depends on when in your statement period you make a purchase, since the countdown starts from your purchase date, not from the end of your statement period.

For example, if you make a purchase 20 days into your statement period, you’ll have 24 days interest-free (44 minus 20) before interest applies, as long as you pay your full statement balance by the due date.

How do I view or check my earned cashback?

You can easily check your earned cashback right in the MONEYME app. Here’s how:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. Just above your digital card, you’ll see an information bar showing your earned cashback.

4. Tap the information bar to view your all-time cashback and pending cashback details.

What does pending cashback mean?

Pending cashback is the cashback you’ve earned from recent purchases that hasn’t been credited to your account yet. It will appear as pending until your statement period ends and the cashback is applied to your balance.

What type of transactions are eligible for cashback?

You can earn cashback on all eligible card purchases you make with the MONEYME Cashback Rewards Credit Card, including online shopping and in-store transactions.

Which transactions are excluded from earning cashback?

Transactions such as gambling, wire transfers, money orders, and quasi-cash transactions like crypto purchases or similar cash-equivalent payments are not eligible for cashback. For the full list of ineligible transactions, click here.

How do I claim my earned cashback?

Your cashback is applied as a statement credit each month. When you get your monthly statement, you’ll see what cashback you earned from purchases in the past month. This is added to your account when you pay the minimum payment amount on or before the due date. You’ll see your cashback credits applied to your account in the transactions listing and your next statement.

Is there a limit to how much cashback I can earn each month?

Yes. There is a spending limit that applies to each statement period and is included in your rewards terms and conditions. If your spending during the statement period exceeds your spending cap, you stop earning cashback. For example, if your spending limit is $5,000 and you spent $6,000 in one statement period, you would earn $50 in cashback.

Can I still earn cashback when spending overseas?

Yes. You’ll earn cashback on eligible international purchases when you use your MONEYME Cashback Rewards Credit Card overseas or for foreign currency transactions.

Can I use cashback to pay off my credit card balance?

Your cashback is automatically applied as a statement credit, which helps reduce the amount owing on your account.

Each month, you’ll see the cashback you earned from your purchases on your statement. Once you’ve made at least the minimum payment by the due date, your cashback credit will be added to your account. You can view these cashback credits in your transaction history and on your next statement.

Can I withdraw cash using my card?

Yes, you can withdraw cash using your MONEYME Cashback Rewards Credit Card, but keep in mind that a 3% cash advance fee and a higher rate of interest apply.

Eligibility and application

Who can apply for the MONEYME Cashback Rewards Credit Card?

To apply, you must:

1. Be an Australian citizen, a New Zealand citizen living in Australia, or a Permanent Resident
2. Be at least 18 years old
3. Earn more than $30,000 p.a. from employment
4. Have an average credit score or better, with a credit report free of any form of bankruptcy

How do I apply for a Cashback Rewards Credit Card?

You can apply through the website. It’s 100% online, and you can do it using your mobile or computer. There’s no need to visit a physical branch to complete and submit your application.

The application typically takes minutes, with approvals in as little as 60 minutes.

What documents do I need to submit?

You may need to provide your bank statements from the past 90 days to show your recent banking activity. We’ll also ask for a copy of your valid government-issued ID and a quick face verification to confirm your identity.

What documents do I need to verify my identity?

Verifying your identity only takes a minute. You’ll need to provide a valid government-issued ID (such as a driver’s licence or passport) and complete a quick face verification.

Repayments

How can I make repayments for my MONEYME Cashback Rewards Credit Card?

You can make repayments easily through the MONEYME app. Choose from real-time payments via direct debit or PayTo, or pay using your debit card. BPAY is not available at the moment.

How long do repayments take to process?

Repayment processing time is different based on your repayment method. If you are making repayments by direct debit these can take 2-3 days to process, but for debit cards or PayTo we can process these repayments in real time, and you’ll see your balance update in a few minutes.

How much is the minimum repayment?

Your minimum repayment is 3% of your outstanding balance or $30, whichever is greater. If your balance is less than $30, your minimum payment will be your closing balance.

How do I know if my repayment is due?

You can check your repayment schedule anytime in the MONEYME app. Just log in to see your upcoming payment dates and amounts. For extra convenience, turn on push notifications so you’ll get timely reminders before each repayment is due.

Why was my repayment declined?

Typically, repayments are declined due to insufficient funds in your account. If you had enough money in your account to make the repayment, please reach out to your bank for more information on why they might have declined the transaction.

Do I get charged extra for late or missed payments?

Yes. If your repayment is late or missed, a $35 overdue fee will apply. To help you stay on track, you can set up automatic payments so you never miss a due date. There’s also a $15 dishonour fee if a scheduled payment fails.

How do I set up automatic payments?

Setting up automatic payments is quick and easy, especially if you already have a nominated bank account saved in your profile.

If you wish to change your preferred bank account for repayments, here’s how:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. On the card homepage, select ‘Manage card’.

4. Under ‘Your account', tap 'Manage repayments’.

5. Check which payment method is marked as ‘Preferred’.

a. If it’s not your nominated bank account, select the correct one and tap ‘Set as preferred’.

b. If it already shows as ‘Preferred’, no further action is needed. Your payments will continue to be automatic or direct debited.

Can I transfer my existing card balance to another account?

Not at the moment. The MONEYME Cashback Rewards Credit Card doesn’t currently support balance transfers.

Fees and interests

What fees apply to the MONEYME Cashback Rewards Credit Card?

Here’s a quick summary of fees and charges:

1. Annual fee: $149 (charged at account opening and annually)
2. Monthly fee: $0
3. International transaction fee: 3% (after conversion to AUD)
4. Cash advance fee: 3%
5. Dishonour fee: $15
6. Overdue fee: $35
7. Disputed transaction fee: $25 (if dispute not successful)

How is interest calculated on my balance?

Interest is calculated daily and charged monthly. We calculate a daily interest rate (this is your annual percentage rate divided by 365, or 366 for a leap year) and calculate the interest that is owed each day. You’ll see any interest charges on your monthly statement.

Purchases on your credit card are subject to an interest-free period of up to 44 days. This means you won’t be charged any interest if you pay your full statement balance by the due date, giving you up to 44 days from the purchase date before any interest applies.

Why was I charged a late payment fee?

A late payment fee is most likely charged because the payment isn’t made by the due date. If you think there has been a mistake or you shouldn’t have been charged, please contact our support team so we can review your account.

What is the card purchase rate?

Your card purchase rate is the interest charged on everyday purchases made with your MONEYME Cashback Rewards Credit Card. This rate ranges from 19.99% to 26.99% p.a., depending on factors like your credit history, income, debt obligations and living expenses.

What is the cash advance rate?

Your cash advance rate applies when you withdraw cash from your credit card. This rate ranges from 22.99% to 29.99% p.a. (typically 3% higher than your card purchase rate). Like your purchase rate, it’s personalised based on your financial profile.

What are foreign transaction fees?

A foreign transaction fee (sometimes called an international transaction fee) is an additional charge applied when you make a purchase in a different currency or outside Australia.

You may be charged a foreign transaction fee when you:

1. Travel abroad and use your card: for example, using your credit card to pay for dinner, transport, or hotel bookings while in another country.
2. Shop online from overseas stores: buying from a website based outside Australia that charges you in a foreign currency (e.g. Pounds or Yen).

MONEYME’s Cashback Rewards Credit Card has a 3% international transaction fee that applies to the transaction amount after it’s converted to AUD.

How can I avoid or reduce fees?

You can keep fees to a minimum by staying on top of your payments and being mindful about how you use your card.

1. Pay on time to avoid late fees and interest.
2. Skip cash advances as they usually attract higher fees and interest.
3. Shop local where you can to avoid international transaction fees.

Billing and transaction

How do I dispute a charge on my credit card?

If you notice a charge on your credit card that doesn’t look right, you can raise a dispute by contacting us immediately on 1300 669 059 or canwehelpyou@moneyme.com.au.

Please note that before you dispute a transaction:

1. Temporarily block your card to prevent further transactions.
2. Check whether the purchase was made by a secondary cardholder or family members.
3. Google the business to see if it trades under a different name.
4. Check whether it is a purchase authorisation (e.g. security deposit on a hotel).
5. Check any memberships, app purchases or magazine subscriptions you may have.

Please note that a $25 fee applies if the disputed transaction is reviewed and the dispute is not successful.

What should I do if I don't recognise a transaction?

If you see an unauthorised or unfamiliar transaction, double-check whether the merchant name looks different from the store name you visited (this is quite common).

If you still don’t recognise the charge, contact us so we can review it and help you start a dispute if needed.

Why was my card charged multiple times for the same purchase?

Duplicate credit card charges can happen if a merchant’s system accidentally processes your payment more than once.

If you notice a duplicate transaction, reach out to us so we can help investigate and resolve the issue.

How long do chargebacks take to resolve?

Once you’ve submitted a chargeback request, our team will review your claim and get back to you with the next steps within 5 business days.

How do I request a chargeback?

To request a chargeback, you’ll need to send us an email via hello@moneyme.com.au or call us on 1300 669 059.

You can share with us any supporting documents you have. These could include things like:

1. Communications you’ve had with the merchant
2. Photos of goods that arrived damaged or weren’t delivered

Fraud and security

How do I report fraudulent activity on my account?

If you notice any fraudulent activity on your MONEYME account or credit card, or if the device holding your card has been lost or stolen, please contact us immediately so we can help secure your account.

While we review your case, you can also temporarily block or freeze your card through the MONEYME app to prevent further unauthorised transactions. Here’s how to block your card:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. Once you’re on the credit card homepage, tap 'Manage card'.

4. Under ‘Card management’, switch on the toggle for 'Block card'.

5. A confirmation modal will appear.

6. Tap ‘Yes, block card' to confirm the action.

What happens if my card is stolen or lost?

MONEYME cards are digital, but if someone has gained access to your card details or you see unauthorised transactions, you can block your card or request a new one through the MONEYME app.

How quickly will I get a replacement card?

The option to replace your card directly in the app will be available soon, so please stay tuned. In the meantime, you may send a replacement request by emailing us at hello@moneyme.com.au with the following details:

1. Subject: Credit card replacement request
2. In your message, please include your reason for requesting a new card.
3. If your card is about to expire: We’ll automatically re-issue a new one 2 months before your expiry date. You may wait for this automatic reissue or request a replacement card sooner if needed.

How can I create or update my card PIN?

You can set or create your card PIN at any time directly from the MONEYME app. Here’s how:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. Under ‘Security', select 'Manage card PIN’.

4. Type your preferred 4-digit card PIN.

5. Confirm your request by entering the verification code sent to your mobile.

For your security, avoid using PINs that include personal details or easy-to-guess patterns, such as your birthday, mobile number, or any numbers related to your account or application.

How can I prevent credit card fraud?

Avoid sharing your card details, use secure websites when shopping online, and regularly check your transactions for anything unusual.

Card management and troubleshooting

How can I view my card details?

Keeping track of your card details is simple in the MONEYME app. Here’s how to find them:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. Tap 'View card' on your digital card.

4. Confirm your identity using Face ID. If biometrics aren’t enabled, you’ll be prompted to enter your 4-digit passcode instead.

5. You can now view your card details or copy them when needed.

How can I view, access or download my account statement?

You can easily view or download your statement of account (SOA) straight from the MONEYME app. Just follow these steps:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. Under ‘Card management’, select 'View account statements'.

4. Tap 'Download PDF' to obtain a copy of your most recent statement.

5. To download a copy of past statements, select the 'Previous' tab and tap the download icon beside the statement you wish to download.

How can I update, change or manage my payment method?

The option to manage payment methods directly in the app will be available soon, so please stay tuned. In the meantime, please call us on 1300 669 059 and one of our friendly agents can assist you.

How can I replace my card?

You can request a replacement right in the MONEYME app. To get started:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. Under ‘Security', select 'Block and replace card’.

4. Choose the reason for your replacement request.

5. Confirm your request by entering the verification code sent to your mobile.

6. Your new card is ready.

Once confirmed, your new card will be ready to use. You can also update your card PIN if you’d like.

Please take note that we automatically reissue cards two months before expiry, but you can also manually request a replacement via the app if it is close to expiring.

How can I manage my card limits?

If you want to change or update your card limits, you can do it directly in the MONEYME app. Here’s how:

1. Log in to the MONEYME mobile app.

2. On your Cashback Rewards Credit Card homepage, tap 'Manage card'.

3. Under 'Card management', select 'Manage card limits'.

4. Choose the limit you want to manage:

• Daily spend limit
• Cash advance limit
• Credit card limit

5. Adjust your selected limit and tap 'Save changes'.

Note: Credit limit increase requests are subject to assessment and approval.

How do I close my credit card account?

The option to close your credit card account directly in the app will be available soon, so please stay tuned. In the meantime, you may send your request by emailing us at hello@moneyme.com.au with the following details:

1. Subject: Credit card account closure request
2. In your message, please include your reason for closing your account and the exact date you'd like to close it

If you’re sending from a different address than the one linked to your MONEYME account, please include your full name and contact details so we can identify your account.

How can I add my card to my Apple Wallet or Google Wallet?

Adding your MONEYME Cashback Rewards Credit Card to your Apple or Google Wallet is easy. To set it up:

1. Log in to the MONEYME app.

2. Tap ‘Manage card’.

3. Below your virtual card, select ‘Add to Apple wallet’ or 'Add to Google Wallet'.

4. Follow the setup prompts to complete the process.

5. Once done, you’ll be redirected back to the MONEYME app, and your card will be ready to use.

Account management

Why was my account frozen or closed?

An account may be frozen or closed due to overdue payments or security concerns. If you think your account being frozen or closed was a mistake, or if you have any questions regarding the security of your account, please contact us immediately at 1300 669 059 or send us an email at hello@moneyme.com.au.

How do I update my personal information?

You can use the mobile app to change or edit your personal details.

1. Log in to the MONEYME app.

2. On the navigation tab, tap 'Profile'.

3. Tap 'Account details'.

4. Under 'Your information', tap the icon for the information you wish to view or edit.

Please take note that some fields are not editable for your account’s security, and you will need to contact our support team for extra steps in confirming your request to update your information.

How do I change my address, email or phone number?

If you wish to edit or update your residential address, email address or mobile number, you may call us at 1300 669 059 or send us an email at hello@moneyme.com.au so one of our team members can assist you.

Why can't I access my account online?

You can see your credit card limit and balance and manage your account in the MONEYME mobile app. If you’re having difficulties logging in, please contact us.

Credit limits

What factors affect credit limit decisions?

When assessing your credit limit, we consider several key factors such as your credit score, income, existing debts, and everyday living expenses. These details help us determine a credit limit that best matches your financial situation and ability to repay.

How do I check my available credit and current balance?

You can view and track your available credit and current balance in your dashboard anytime. Here’s how:

1. Log in to the MONEYME app.

2. Tap the 'MONEYME Cashback Rewards Card' tile.

3. On the credit card’s homepage, you will see your available credit and current balance just below your virtual card.

Can I request a credit limit increase on my MONEYME Cashback Rewards Credit Card?

Yes. You can request a credit limit increase directly through the MONEYME mobile app. Your request is subject to an eligibility check and assessment.

To request a credit limit increase:

1. Log in to the MONEYME mobile app.

2. On your Cashback Rewards Credit Card homepage, tap 'Manage card'.

3. Under 'Card management', select 'Manage card limits'.

4. Select 'Credit card limit'.

5. Choose the new credit limit you’d like to apply for.

6. Complete the eligibility check and provide the requested details so we can assess your request.

7. Once you’ve completed the request, you’ll see whether you’re approved or whether your request needs further assessment.

If your request is approved, you will be asked to log in to the app to view your new credit limit.

Mobile Phone Protection

What is Mobile Phone Protection?

Mobile Phone Protection is complimentary insurance included with your MONEYME Cashback Rewards Credit Card. It helps cover the cost of repairing or replacing your mobile phone if it’s accidentally damaged or stolen.

Do I have to pay extra for this insurance?

No. This cover is automatically included at no extra cost when you meet the eligibility requirements using your MONEYME Cashback Rewards Credit Card.

What phones are covered?

Your mobile phone is covered if it:

1. Is linked to your postpaid or prepaid mobile plan
2. Is used for personal (not business or resale) use
3. Is not a tablet or smartwatch
4. Is not lost (loss is not covered)

How do I activate cover for my Mobile Phone Protection?

To be covered:

1. Postpaid plans – Pay your most recent monthly mobile bill using your MONEYME Cashback Rewards Credit Card.
2. Prepaid plans – Pay for a top-up using your MONEYME Cashback Rewards Credit Card.

Coverage starts from the first day of the month after payment and continues as long as you keep paying with your card.

What does the insurance cover?

With the Mobile Phone Protection, you may be covered for accidental damage (e.g. cracked screen affecting functionality) or theft of your mobile phone.

What does the Mobile Phone Protection not cover?

You won’t be covered for:

1. Lost phones
2. Cosmetic damage only (scratches or dents that don’t affect use)
3. Accessories (other than standard battery/antenna)
4. Phones left unattended or visible in public or vehicles
5. Damage caused by misuse, negligence, wear and tear or software issues
6. Natural disasters
7. Fraud, scams or mis-delivery
8. Phones used for business or purchased for resale

How much can I claim?

You can claim up to:

1. $900 per claim
2. $1,500 per year (total)
3. $37.50 excess per claim

All claims are paid in Australian dollars.

Will my phone be repaired or replaced?

AIG will decide whether to repair or replace your phone. They’ll pay the lowest of:

1. The repair or replacement cost (minus excess)
2. $900 (per claim limit)
3. Your remaining annual limit

What happens if I miss a bill payment?

If you don’t pay your mobile bill or top-up using your MONEYME Cashback Rewards Credit Card:

1. Cover will pause the following month
2. Cover resumes 15 days after you make your next eligible payment

How do I make a claim?

We encourage you to make a claim as soon as possible after damage or theft. To claim online, please access this link: https://au.mycardbenefits.com

You’ll usually need to provide the following:

1. Proof of your mobile bill or top-up paid with your card
2. Phone purchase receipt (if available)
3. Repair quote (for damage)
4. Police report (for theft)

Take note that you may be asked to send the damaged phone for assessment.

Who provides the insurance?

The insurance is provided by AIG Australia Limited. MONEYME arranges the cover but does not assess or pay claims.

What if I have a complaint?

If you’re unhappy with your claim or the service:

1. Call AIG Complaints: 1800 339 669
2. Email: aucomplaints@aig.com

If unresolved, you can contact the Australian Financial Complaints Authority (AFCA) for free.

Can this cover change or end?

Yes. Cover may change or end if the group policy changes. Eligible claims that arise before termination will still be assessed under the policy.

Important:

This FAQ is a summary only, and full terms, conditions, limits and exclusions apply. We encourage you to always refer to the complete insurance policy for full details.

Purchase Protection

What is Purchase Protection?

Purchase Protection is a complimentary insurance benefit included with your MONEYME Cashback Rewards Credit Card. It helps protect eligible items you buy (online or in-store) if they:

1. Are not delivered within 30 days of the scheduled delivery date
2. Arrive damaged
3. Are accidentally damaged or within 180 days of purchase
4. Are stolen within 180 days of purchase

Do I have to pay extra for this insurance?

No. This cover is automatically included at no additional cost when you make eligible purchases using your MONEYME Cashback Rewards Credit Card.

What purchases are covered?

To be eligible for coverage, all items must be new (not second-hand or refurbished), intended for personal use, and purchased during the active policy period.

In-store purchases

For items bought at a physical store, the purchase must:

1. Be paid in full using your MONEYME Cashback Rewards Credit Card
2. Have a valid store receipt clearly showing the date and payment method

Online purchases

For items bought through digital storefronts or apps, the purchase must:

1. Be paid in full through using your MONEYME Cashback Rewards Credit Card
2. Be bought online from a merchant that offers delivery
3. Be delivered to an Australian address

What does the insurance cover?

Depending on the situation, you may be covered if your item:

For all purchases (online or in-store):

1. Is accidentally damaged within 180 days of purchase
2. Is stolen within 180 days of purchase

For online purchases:

1. Is not delivered
2. Is delivered but missing a piece or component
3. Arrives physically damaged
4. Is stolen during delivery

What isn’t covered?

You won’t be covered for:

Some items, including second-hand goods, business purchases, jewellery, motor vehicles, and digital downloads, are not eligible for coverage. Protection also does not apply to items left unattended after delivery or those delivered to PO boxes and parcel lockers.

To see the complete list of what’s excluded, you can view the full Terms and Conditions here.

How much can I claim?

You can claim up to:

1. $750 per occurrence
2. $750 per year (combined per occurrence limit for e-commerce purchase protection and purchase protection)

An excess of $25 applies to each claim. Claims are paid in Australian dollars.

How does reimbursement work?

Depending on the circumstances, AIG may:

1. Refund the purchase price
2. Cover shipment costs (for non-delivery)
3. Repair or replace the item
4. Reimburse up to the policy limit

If an item is later recovered after a claim has been paid, you may be required to return the reimbursement.

How do I make a claim?

Submit your claim as soon as possible at https://au.mycardbenefits.com.

You may need to provide:

1. Proof of purchase
2. Proof of payment using your MONEYME Cashback Rewards Card
3. Correspondence with the merchant or courier
4. Delivery confirmation or tracking details (for online purchases)
5. Police report (for theft)
6. Photos (for damage claims)

Who provides the insurance?

The insurance is provided by AIG Australia Limited. MONEYME arranges the cover but does not assess or pay claims.

What if I have a complaint?

If you’re unhappy with your claim or service:

1. Call AIG Complaints: 1800 339 669
2. Email: aucomplaints@aig.com

If unresolved, you can contact the Australian Financial Complaints Authority (AFCA) for free.

Can this cover change or end?

Yes. Cover may change or end if the group policy changes. Eligible claims that arise before termination will still be assessed under the policy.

Important:

This FAQ is a summary only. Full terms, conditions, limits and exclusions apply. We encourage you to always refer to the complete insurance policy for full details.

Event Ticket Protection

What is Event Ticket Protection?

Event Ticket Protection is complimentary insurance included with your MONEYME Cashback Rewards Credit Card. It can reimburse you for the cost of eligible event tickets if you can’t attend due to unexpected circumstances.

Do I have to pay extra for this insurance?

No. This cover is automatically included at no additional cost when you purchase eligible tickets using your MONEYME Cashback Rewards Credit Card.

What types of events are covered?

Covered events include legally organised events with a set date, time and location that require a ticket, such as:

1. Concerts
2. Sporting events
3. Theatre shows
4. Festivals

The ticket must be purchased from an official event organiser or a reputable ticket agent.

How much can I claim?

With the Event Ticket Protection, you can be reimbursed up to:

1. $150 per ticket
2. $1,200 per event
3. $1,200 per year (total)
4. Up to 2 events or 8 tickets per year

There is no excess to pay.

What situations are covered by the Event Ticket Protection?

You may be covered if you can’t attend the event because of:

1. Serious illness, injury, death or compulsory quarantine (you or a close relative)
2. A medical emergency requiring hospitalisation of a close relative
3. Your home being damaged by fire, burglary or natural disaster
4. A natural disaster preventing you from attending
5. Your car breaking down while travelling to the event
6. An unexpected, mandatory work trip
7. Being required to attend court (e.g. subpoena)

What situations are not covered by the Event Ticket Protection?

You won’t be covered if:

1. The event is cancelled or postponed by the organiser
2. You simply change your mind
3. The ticket is resold or transferred
4. The reason relates to a pre-existing medical condition
5. The issue is caused by alcohol, drugs or illegal activity
6. Flights are cancelled or delayed (unless due to a natural disaster)
7. The ticket is part of a travel package and the ticket cost can’t be separated

Do I need to pay for the whole ticket on my card?

Yes. The ticket must be paid in advance using your MONEYME Cashback Rewards Credit Card.

Are multi-day events covered?

Yes, multi-events are covered but only if you are unable to attend the entire event, and the ticket is completely unused. If separate tickets are issued per day, only the affected day may be reimbursed.

How do I make a claim?

We encourage you to claim as soon as possible after you realise you can’t attend. You may visit this link to claim online: https://au.mycardbenefits.com

You’ll need documents such as:

1. Your unused ticket
2. Proof of purchase
3. Supporting evidence (e.g. medical certificate, employer letter, roadside assistance report)

Who provides the insurance?

The insurance is provided by AIG Australia Limited, not MONEYME. MONEYME arranges the cover but does not assess or pay claims.

What if I have a complaint?

If you have a concern about your claim or the insurance:

1. Call AIG Complaints: 1800 339 669
2. Email: aucomplaints@aig.com

You can also contact the Australian Financial Complaints Authority (AFCA) for free if you’re not satisfied.

Can this cover change or end?

Yes. If the group insurance policy ends or changes, you’ll be notified unless equivalent cover continues. Eligible claims that arise before termination will still be assessed under the policy.

Important:

This FAQ is a summary only. Full terms, conditions, limits and exclusions apply. We encourage you to always refer to the complete insurance policy for full details.

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:

• Privacy policy
• Responsible lending
• Security policy

What online security measures do you employ?

Your privacy and security are 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.

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.

Do you offer joint loans?

Unfortunately no, you can apply as an individual for a loan.

Do you offer car finance?

You can apply for an Autopay car finance through dealers and brokers. Simply ask if they provide Autopay as a finance option and they can start the application for you.

Do you offer secured personal loans?

You can apply for a secured personal loan with SocietyOne which is part of MONEYME. To learn more about secured personal loans visit here.

I want to update my address. I can’t update my address on the app. I’m not able to change my address in the web portal.

To update your address, give us a call on 1300 669 059 and one of our agents will help you get it sorted.

If I pay off my loan, is there an exit fee?

No, we do not charge any early exit fees.

How do I change the date of my repayment?

Give us a call on 1300 669 059 and one of our agents will help you get it sorted.

I want to arrange a payment plan

To request for payment plan you can call us on 1300 669 059 and one of our agents will help you get it sorted.

How can I get my MONEYME credit card?

Your credit card is fully digital and you can access your card details instantly once approved in the MONEYME app. Simply log in using your email and 4-digit passcode and tap on your card to view your card details.

How can I log in to the app?

To log in to your account, use the email you entered when you applied or sign up for an account and the 4-digit passcode you created. If you can’t remember your passcode, go to www.moneyme.com.au/login and click “Forgot passcode” to reset it.

I want to borrow more money

If you are eligible to apply for another credit product with us you will be able to see it in the MONEYME app. Simply log in using your email and 4-digit passcode. Once logged in, go to Offers and see the credit products available to you.

If you can’t see any offers, give us a call and one of our agents can help review your account to see if you are eligible.

Can I borrow less than $5000?

We currently do not offer the ability to get a loan less than $5000.

I received a message on Facebook saying that I was approved for a loan with MONEYME

We will never message customers on social media for credit offers. If you haven’t applied for a credit product with us and received a message on Facebook, this is most likely a scam.

Are payments automatically deducted or do I have to pay manually?

Your repayments will be automatically direct debited to the bank account you’ve declared during your application.

You can also make manual repayments toward your account by logging in to the MONEYME app and going to the Repay tab.

What is the interest rate range for a personal loan?

The interest rate range for a personal loan is from 6.24% - 26.35% p.a. Comparison rate from 6.95% - 27.74% p.a.

This comparison rate is based on an unsecured variable rate personal loan of $30,000 for a term of 5 years. 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. $495 establishment fee and $10 monthly fee applies.

Is there a monthly fee for personal loans?

A $10 monthly fee applies.

Is there a monthly fee for the Cashback Rewards Credit Card?

No, there is no monthly fee for the Cashback Rewards Credit Card.

Why can I no longer access MONEYME Perks?

The MONEYME perks feature is no longer available as of the 15th of March, any credit you have earned with MONEYME perks up until the 15th of March will be credited onto your account. To continue to use Cashrewards please refer to their website. Please note that this will not be credited back to your account. If you wish to close your Cashrewards account please follow the information on their website.