Frequently asked questions

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.

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.

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.

No, you can not change the PIN that you are issued with.

You can use your Load&Go card worldwide, anywhere Visa is accepted - online, over the phone, in store and ATMs.

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

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.

Visit our page on reloading your card for details about how to do load funds to your Load&Go card.

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.

No. The Load&Go card is not a credit card, so you can only spend the funds you load onto it.

You can check your card balance and transaction history in one of the following ways:

Online:

If you have registered your card, you can manage your Load&Go card online to see your current balance and transaction history for free!

SMS:

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.

Phone:

Call (+61) 1300 665 054 and follow the prompts to hear your balance or transactions (fees may apply)

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:

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.

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.

Once your card expires and if your card is not registered, you cannot access your funds from that card.

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.

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.

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.

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.

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.