Load&Go FAQs

What is a Load&Go card?

The Load&Go card is an Australia Post reloadable Visa Prepaid Card issued by Heritage Bank Ltd, ABN 32 087 652 024 AFSL 240984 Australian Credit Licence 240984. Australia Post ABN 28 864 970 579 is responsible for distributing the card and providing cardholder services.

What do I need to do once I get my Load&Go card?

You need to get your PIN and we recommend you register your card straightaway. 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 and 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.

What details do I need to register my Load&Go card?

You'll need to provide a name, address, email and date of birth so we can verify your details as the cardholder. You will also need the memorable word and access code that you nominated when you purchased the card.

You will be asked to enter the following information:

• Card number: 16 digit number on the front of the card starting with 4862
• Security code: 3 digit number on the back of the card that's printed in the signature panel
• Access code: 6 digit number provided when the card was purchased
• Personal details: Name, date of birth, address, email address*
• Login details: Nominate a user name** and password. You will also be asked for your access code and memorable word

* Personal details will be pre-populated for Load&Go cards purchased online
** User name must be a minimum of 3 characters and a maximum of 12 characters in length and can only 6 contain alpha numeric characters e.g. a-z, 0-9

How do I retrieve my PIN?

You can retrieve your PIN by SMS or by 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).

Use your registered mobile phone (without blocked caller ID). Text POST PIN followed by your 6 digit access code and then the last 4 digits of your card number to 0457 777 678 (045 777 POST). Remember to include the spaces e.g. "POST PIN 123456 1234".

You should get your PIN as soon as possible so that you can start using your card for immediate purchases.

What happens if I use the wrong PIN?

If you enter the wrong PIN three times when making a transaction, your card will be blocked for 24 hours, after which time it will automatically be unblocked. Alternatively you can 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 three times in an ATM, your card will be retained by the ATM. In this case you should call the Load&Go customer support centre to request a replacement card as you may not be able to get your card back (fees apply). However, if you haven't registered your card, you will not be able to request a replacement.

Can I change my PIN?

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

Where can I use my Load&Go card?

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

Can I use my Load&Go card for all transactions?

There are some transactions which are not allowed with the Load&Go card such as Gambling and Money Transfers.

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. You will only be charged for the actual and final value of the transaction you make though. 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?

Even though it's a debit (or prepaid) card, your Load&Go card is treated like a Visa credit card when you make a purchase. That means you can use it anywhere Visa credit cards are accepted, including overseas transactions, but you won't be charged any interest.

How do I load funds onto my Load&Go card?

To load funds onto your Load&Go card:

• Visit a participating Australia Post retail outlet and load your card with cash or via EFTPOS for instant access to funds
• Use "Pay Anyone" through your online banking system. Pay Anyone loads take a minimum of 2 business days to reach your account. (Your bank may charge a fee for this service)
  • Initiate a new "Funds Transfer" from account
  • Recipient BSB 880 100
  • Recipient account number. 7th-15th digits of Card ID
  • If a recipient account name is required, please use "Load and Go"

  Please note:

  • The recipient account number relates to the Load&Go Card ID number that starts with 2436, found on the back of the card
  • Reloads via Pay Anyone are subject to your bank's cut off times
  • Pay Anyone loads take a minimum of two business days to reach your account
  • Your bank may charge for this service, including rejected load attempts
• Use Postbillpay Online (postbillpay.com.au)
  • Go to postbillpay.com.au
  • Select the 'Pay your bill now' option
  • Enter 2998 as the Biller Code
  • Enter the 16 digit card ID as the Reference Number (ID can be found on the back of the card and starts with 2436).

  Please note:

  • Reloads via postbillpay.com.au are subject to maximum allowed limits. Australia Post reserves the right to amend these limits at any time.

You can load your card up with a minimum of $20 to a maximum balance of $999 at any one time. There is a maximum aggregate reload of $5,000 per 30 days.

Find out more about reloading your card.

Can I exceed my Load&Go card balance?

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

How much will the Load&Go card cost to use?

This depends on how you use it, and how often you use it. The one-off card purchase price is $6.95, you will need to make an initial minimum load of $20 onto the card at the point of purchase amounting to $26.95 in total. You will pay a $0.09 fee every time you make a 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.

See Terms & Conditions and Product Disclosure Statement (PDS) for more information.

Does my Load&Go card expire?

Yes, your card has an expiry date. You can use the card as often as you like until the card expires.

What happens when my Load&Go card expires?

Before your card expires, we'll send you a newly reissued Load&Go card automatically, as long as you have registered your details with us and the card balance is greater than the card reissue fee of $15.00.

Once your card expires, you cannot access your funds from that card.

How do I check my remaining balance?

Manage your Load&Go card online to see your current balance and transaction history. You can only do so once you have registered your Load&Go card. If you prefer, you can call (+61) 1300 665 054 to obtain your balance, but fees may apply.

What should I do if my Load&Go card is lost or stolen?

Call us 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.

You will then be issued with a new Load&Go card and can transfer your balance over, provided you have registered your 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?

If you have a dispute, call us immediately on (+61) 1300 665 054. Fees may apply for this call. You must raise a dispute within 45 days of the transaction, so make sure you regularly check your transaction history online.

For transaction disputes, please download, print and fax this Dispute Form to: (+61) 1300 306 865.

What should I do if I want to make a complaint?

If you have a complaint regarding your Load&Go card, please contact us 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.

What is Verified by Visa?

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.

Registration of Load&Go cards for Verified by Visa will be coming soon!

Please note: At present you will not be able to make transactions on websites that require Verified by Visa.

Where and how do I use my Load&Go card for contactless purchases?

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, 7-11, 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.

What SMS servicing is available for my Load&Go card?

You can use your mobile phone to receive a number of alerts and servicing options (some fees apply) for your Load&Go card. You must send messages from the mobile phone number that your card is registered to. Send your message to 045 777 POST (045 777 7678). You can view and manage your SMS servicing options in your online Load&Go account.

SMS servicing options are as follows:

Activation (replacement cards)	"POST ACTIVATE [Your access code] [last 4 digits of your card number]"
PIN	"POST PIN [Your access code] [last 4 digits of your card number]"
Balance Enquiry	"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] eg. POST XFER 50 TO +61412345678 123456 5432"
Lock card	"POST LOCK [Your access code] [last 4 digits of your card number]"
Unlock card	"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]"

For example, if your access code was 123456 and your card number was 1234 5678 9876 5432, you would include '123456 5432' as part of the message.

*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.