Frequently asked questions
Registering your card
Do I need to register my card? Click to expand Click to collapse
You can use your card without registering it. However, if you do not register your card you will not be able to manage your Load&Go card details online, such as viewing your balance, transaction history or changing your contact details.
Registration also enables us to retrieve your funds balance if your card is lost or stolen, otherwise we can't verify you as the cardholder.
How do I retrieve my PIN? Click to expand Click to collapse
You can retrieve your PIN by either:
- SMS using your registered mobile phone (without blocked caller ID).
SMS the following text to 0457 777 678 (0457 77 POST).
POST PIN [Your 6 digit access code] [the last 4 digits of your card number].
Please include the spaces e.g. "POST PIN 123456 1234"
- Calling (+61) 1300 665 054 and following the prompts.
You will need your card number (16 digits on the front of your card) and your 6 digit access code (nominated at point of purchase) when retrieving your PIN via SMS or by phone.
Get your PIN as soon as possible so that your card is ready for immediate use.
What happens if I forget or use the wrong PIN? Click to expand Click to collapse
If you forget your PIN, simply follow the same steps above to retrieve your PIN.
If you enter the wrong PIN 3 times when making a transaction, your card will be blocked. You will need to call the Load&Go Customer Support Centre on (+61) 1300 665 054 to have your card unblocked (fees apply).
If you enter the wrong PIN 3 times consecutively in an ATM, your card will be retained by the ATM. In this case you should call the Load&Go Customer Support Centre on (+61) 1300 665 054 to request a replacement card, as you may not be able to get your card back (fees apply).
Please note: If you have not registered your card, you will not be able to request a replacement.
Can I change my PIN? Click to expand Click to collapse
No, you can not change the PIN that you are issued with.
Using your card
Where can I use my Load&Go card? Click to expand Click to collapse
You can use your Load&Go card worldwide, anywhere Visa is accepted - online, over the phone, in store and ATMs.
Can I use my Load&Go card for all transactions? Click to expand Click to collapse
There are some transactions which are not allowed with Load&Go.
You cannot use your Load&Go card:
- for transactions relating to any form of gambling or gambling services, the purchase of money orders, transactions with financial institutions and transactions at pawn shops
- to obtain cash over-the-counter at a financial institution or at a merchant
- when the Visa merchant does not have an electronic processing capability
Please also note:
When buying petrol, you must pay for the petrol purchase at the petrol station counter and not at any automated fuel dispensers (i.e. not at the pump)
Sometimes we may require you to have an available balance greater than the value of the transaction you wish to make as we may need to authorise more funds than you initially planned to spend. If this is the case, you will only ever be charged for the actual and final value of the transaction you make.
For example: Restaurants and taxis where you may leave a tip, hotels and car rental where your final bill may include additional costs
Why do I select "credit" when using my Load&Go card? Click to expand Click to collapse
Even though it's a prepaid card, you need to select "credit" for Load&Go so that your transactions are processed through the Visa network.
When you select "credit", you can use your card anywhere Visa is accepted electronically, including overseas, without being charged interest.
How do I load funds onto my Load&Go card? Click to expand Click to collapse
Visit our page on reloading your card for details about how to do load funds to your Load&Go card.
Where and how do I use my Load&Go card for contactless purchases? Click to expand Click to collapse
Your Load&Go card is Visa payWave enabled. This means that you can take advantage of a faster payment process at some retail locations. Where a merchant offers contactless payment and your purchase is under $100, you simply need to wave your card in front of the reader by the till and go! You do not need to use your PIN or sign a receipt.
Visa payWave is accepted at Australia's leading retailers, including McDonald's, 7-Eleven, JB Hi-Fi, Bunnings and Caltex.
Visa payWave cards are backed by Visa's Zero Liability Policy and are as secure as any other Visa chip card. They carry the same level of security, which ensures that you are not responsible for fraudulent or unauthorised transactions.
Managing your funds
Can I exceed my Load&Go card balance? Click to expand Click to collapse
No. The Load&Go card is not a credit card, so you can only spend the funds you load onto it.
How do I check my balance and transaction history? Click to expand Click to collapse
You can check your card balance and transaction history in one of the following ways:
If you have registered your card, you can manage your Load&Go card online to see your current balance and transaction history for free!
For card balance: SMS the following text to 0457 77 POST ( 0457 777 678 )
POST BAL [Your access code] [last 4 digits of your card number]
For your last 3 transactions: SMS the following text to 0457 77 POST (0457 777 678 )
POST TXN [Your 6 digit access code] [the last 4 digits of your card number]
Note: Fees and charges apply. Phone carrier charges may apply.
Call (+61) 1300 665 054 and follow the prompts to hear your balance or transactions (fees may apply)
What SMS servicing is available for my Load&Go card? Click to expand Click to collapse
You can use your mobile phone to receive a number of alerts and servicing options for your Load&Go card (fees may apply). You must send messages from the mobile phone number that your card is registered to.
Send your message to 0457 77 POST (0457 777 678). You can view and manage your SMS servicing options via your online Load&Go account.
SMS servicing options are as follows:
Text the below to 0457 777 678
Activation (replacement cards, cards ordered online)
POST ACTIVATE [Your access code] [last 4 digits of your card number]
POST PIN [Your access code] [last 4 digits of your card number]
POST BAL [Your access code] [last 4 digits of your card number]
Transaction History (last 3 transactions)
POST TXN [Your access code] [last 4 digits of your card number]
Card to card transfer*
POST XFER [Amount] TO [Transfer to mobile number of registered card] [Your access code] last 4 digits of your card number]
*Please note: Card to card transfer is available between Load&Go cards only. You need to include the mobile number associated with the card you are transferring the funds to as part of the message and you must use international format eg. +61 and drop the 0. Card to card transfer is only available where each card has a different registered mobile number.
POST LOCK [Your access code] [last 4 digits of your card number]
POST UNLOCK [Your access code] [last 4 digits of your card number]
Receive load notifications
Enabled when you purchase your Load&Go card
Receive minimum balance notifications
Enabled when you purchase your Load&Go card
Stop last notification
POST STOP [Your access code] [last 4 digits of your card number]
How much will the Load&Go card cost to use? Click to expand Click to collapse
This depends on how you use it, and how often you use it.
The one-off card purchase price is $6.95 and you will need to make an initial minimum load of $20 (up to a maximum of $999) onto the card at the time of purchase.
You will be required to pay a $0.09 fee every time you make a purchase transaction and this is capped at $0.99 a month (30 days starting from the date of the first transaction).
Some other fees may apply. You will not be charged fees for reloading or checking your account details online.
Check our pricing details or Terms & Conditions for more information.
Does my Load&Go card expire? Click to expand Click to collapse
Yes, your card has an expiry date which is printed on the front of the card and also on the reverse side of the card packaging.
Load&Go cards expire 3 years from the date they are produced (not the date they are sold) and you can use the card as often as you like until the last day of the month the card is due to expire.
If you have registered your details and your available card balance is greater than the Card Reissue fee of $15, a new card will automatically be sent to your registered Australian address before your card expires.
What happens when my Load&Go card expires? Click to expand Click to collapse
Once your card expires and if your card is not registered, you cannot access your funds from that card.
Lost or stolen cards
What should I do if my Load&Go card is lost or stolen? Click to expand Click to collapse
Call the Load&Go Customer Support Centre immediately on (+61) 1300 665 054. The card will be stopped, but you may be liable for any unauthorised transactions made before we receive your report.
Provided you have registered your card, you will then be issued with a new Load&Go card and funds can be transferred to your new card. Replacement cards can only be sent to addresses in Australia. There is a $15.00 fee for replacement cards.
What do I do if I think an unauthorised transaction has been made? Click to expand Click to collapse
Your card must be registered at the Load&Go website at auspost.com.au/prepaidcards if you wish to raise a transaction dispute. If you have a dispute, please call us immediately on (+61) 1300 665 054, you will also be required to download, print and fax a completed Dispute Form to 1300 306 865 (+61 1300 306 865 when overseas).
We must adhere to timeframes and rules set by Visa which normally range from 75 to 120 days from the date the transaction was processed to your account during which you are able to request a dispute. It is important that you regularly check your transaction history online and notify us of any disputed transactions as soon as possible to ensure we are able to exercise these rights on your behalf.
Once your dispute is in progress it is normal for no contact during this period as some parts of the investigation process can take more than 30 days, this is in addition to the 45 day Visa timeframe once the dispute is formally lodged.
If the transaction is investigated and is subsequently found to have been authorised, you will be charged an Unauthorised Transaction Enquiry Fee.
Making a complaint
What should I do if I want to make a complaint? Click to expand Click to collapse
If you have a complaint regarding your Load&Go card, please contact Load&Go Customer Support in the first instance by calling (+61) 1300 665 054.
If our internal dispute resolution process does not address your complaint to your satisfaction, you can take the complaint to the Issuer's external dispute resolution service.
To do this, call 13 14 22, or fax 07 4694 9782, or write to Heritage Bank Ltd, PO Box 190, Toowoomba, QLD 4350. Your complaint should be resolved within 45 days.
If you are still not satisfied, you can take your complaint to the Financial Ombudsman Service.
Other Load&Go questions
What is the difference between my Card Number and the Card ID? Click to expand Click to collapse
Your "Card Number" is the 16 digit number on the front of your card that starts with 4862 and you should aim to keep this number secure at all times. This is the number that you need to use when you:
- Register your card online
- Call 1300 665 054 (+61 1300 665 054 when overseas)
- Purchase anything online or over the phone
The "Card ID" is the 16 digit number on the back of your card that starts with 2436. This is the number that you use as a reference when you reload your card via postbillpay.com.au.
What is Verified by Visa? Click to expand Click to collapse
Verified by Visa (also known as 3-D Secure) is a free service that provides an added level of security when shopping online at some websites. Where a site uses Verified by Visa you will be required to sign up before you can continue with your purchase.
Card fees and load limits apply. Issued by Heritage Bank Limited ABN 32 087 652 024 AFSL 240984 Australian Credit Licence 240984. Australia Post ABN 28 864 970 579 is the distributor of the card. It is important for you to consider whether this product is right for you and to read the Product Disclosure Statement available at auspost.com.au/prepaidcards before purchasing your card.