Travel Money Card
Purchasing a Travel Money Card
Managing your Travel Money Card
Reloading your Travel Money Card
Purchasing a Travel Money Card
Q. What is a Travel Money Card?
A. It is a reloadable prepaid card that holds foreign currency. It provides easy access to your own funds in up to six currencies using the one card. You can use a Travel Money Card wherever MasterCard® is accepted – ATMs, shops, restaurants, online and over-the-phone at over 32 million locations worldwide.
Q. What currencies can I load on my Travel Money Card?
A. You can load up to six currencies on your card. Choose from United States Dollars, Euros, Great British Pounds, Australian Dollars, Japanese Yen, New Zealand Dollars, Hong Kong Dollars, Canadian Dollars, Singapore Dollars.
Q. Where can a Travel Money Card be used?
A. Wherever MasterCard is accepted – at over 32 million MasterCard locations worldwide including more than 1 million ATMs (MasterCard and Cirrus). Use it to withdraw cash from an ATM or make purchases, just like a debit or credit card.
Q. Where do I purchase a Travel Money Card?
A. At any Commonwealth Bank branch in Australia or via NetBank (if you are registered).
Q. Can I purchase a Travel Money Card online?
A. Yes, if you are a Commonwealth Bank customer you can purchase a Travel Money Card online via NetBank. If you haven’t already, registering for NetBank is fast and easy, simply go to NetBank and select ‘Register online now’.
To purchase a Travel Money Card via NetBank, you need to have an eligible account^ with the Commonwealth Bank with available funds of at least AUD 215^^ and an Australian residential address.
^ Excludes NetBank Saver and Passbook Accounts. For joint account holders either account holder must be able to operate the account.
^^ AUD 15 purchase fee and minimum load of AUD 200 per currency.
Q. When will I receive my Travel Money Card?
A. If you purchase your Travel Money Card in branch you will receive your card on the spot. If you purchase your card online via NetBank your card will be delivered to you via mail within 5-7 business days (delivery may take longer outside metropolitan areas).
Q. If I’m travelling within 1-2 weeks should I purchase my Travel Money Card online?
A. We recommend that to avoid the risk of postage delays and to ensure you have received your card before you’re due to travel, purchase your Travel Money Card in any Commonwealth Bank branch to receive your card on the spot. Travel Money Cards purchased via NetBank will be delivered to you via mail within 5-7 business days (delivery may take longer outside metropolitan areas).
Q. Are there any differences between Travel Money Cards purchased online or in branch?
A. No, Travel Money Cards purchased online via NetBank or in branch have the same features, purchase fee and transaction limits. The only difference is that if you purchase via NetBank you will be sent your card via mail, while if you purchase in branch you will receive your card on the spot. If you purchase your card via NetBank you will also need to activate and set up a 4-digit PIN for each card. Cards purchased in branch are automatically activated and you will receive a 4-digit PIN below each card in the Travel Money pack.
Q. Do I have to be a Commonwealth Bank customer to purchase a Travel Money Card?
A. No, almost anyone can purchase a Travel Money Card. There are no age restrictions. All you need to do is satisfy the customer identification check required for opening a bank account.
Q. Who is a Travel Money Card suitable for?
A. It is suitable for anyone travelling, either for business or leisure.
Q. Is a Travel Money Card a credit card?
A. No. It is a prepaid card. To make purchases with it you must first load money onto your card. The card may be loaded by using cash, direct debit from an eligible Commonwealth Bank transaction account, or by cash advance from your credit card. When you use the card, the amount of your purchase or ATM withdrawal is deducted from the loaded balance.
Q. Do I have to load money for every currency on my Travel Money Card?
A. No. You can load between one and six currencies, but the total amount loaded must not exceed AUD 25,000.
Q. Are there limits on how much I can load on my Travel Money Card?
A. Yes, AUD 25,000 (or foreign currency equivalent) is the maximum amount you can have on your card at any one time. The minimum load amount is AUD 200 (or foreign currency equivalent) per currency. There are no limits on how many times you can reload your card, but you cannot load more than AUD 50,000 (or foreign currency equivalent) on prepaid cards issued by us in any 12 month period. The foreign currency equivalent will be determined at the time the transaction occurs.
Q. Can I use foreign currency notes or a foreign currency account to load money on to my Travel Money Card?
A. No. Currencies loaded on to your Travel Money Card must be paid for using Australian Dollars. The card may be loaded by using cash, direct debit from an eligible Commonwealth Bank account, or by cash advance from your credit card.
Q. What is the benefit of using a Travel Money Card instead of my debit or credit card?
A. The key benefit of using a Travel Money Card is the lower international transaction costs for accessing your money or paying for goods and services when overseas.
| Travel Money Card (MasterCard) | Debit (MasterCard or Keycard) |
Credit (MasterCard or VISA) |
Credit (American Express) |
|
|---|---|---|---|---|
| ATM withdrawal/cash advance | AUD 3.50, USD 2.50, GBP 2.00, EUR 2.20, NZD 4.50, CAD 3.00, JPY 220, SGD 3.50, HKD 17 (+ 2% of transaction value if the currency is not loaded on the card) | AUD 5.00 + 2% of transaction value | AUD 4.00 or 1.25% of the transaction amount (whichever is greater) + 2.95% of transaction value | AUD 4.00 or 1.25% of the transaction amount (whichever is greater) + 3.45% of transaction value |
| ATM balance enquiry | AUD 0.75, USD 0.50, GBP 0.35, EUR 0.40, NZD 0.95, CAD 0.65, JPY 50, SGD 0.75, HKD 3.50 | AUD 2.00 | AUD 1.25 | AUD 1.25 |
| Purchase | Free (or 2% of transaction value if the currency is not loaded on the card) | AUD 1.00 + 2% of transaction value | 2.95% of transaction value | 3.45% of transaction value |
Getting started
Q. What is a Travel Money Card Personal Access Code (PAC)?
A. It is a 6-digit code that is nominated by you when you purchase the card. It is required to access the Travel Money website and the Travel Money Customer Service Centre on (+61) 1300 660 700.
Q. What if I forget my Travel Money Card PAC?
A. If you have registered an email address, simply click the ‘Forgotten PAC’ link on the Travel Money log-on page. If you haven’t registered an email address, call the Travel Money Customer Service Centre on (+61) 1300 660 700.
Q. How do I change my Travel Money Card PAC?
A. Call the Travel Money Customer Service Centre on (+61) 1300 660 700.
Q. Do I need to set up my Travel Money Card PIN?
A. Only if you purchase your Travel Money Card via NetBank or if it is a replacement card. If so, you will need to activate and set up a 4-digit PIN for each card. If you purchase your card in branch you will receive a 4-digit PIN below each card in the Travel Money pack.
Q. How do I change my Travel Money Card PIN?
A. Go to the Travel Money website or call the Travel Money Customer Service Centre on (+61) 1300 660 700 and follow the self-service instructions. You do not need to know your current PIN to change your PIN.
To change your PIN online, log onto the Travel Money website. To do this, you will need your 16-digit Travel Money Card number, 6-digit Personal Access Code and 3-digit card CVC. Once logged on go to the ‘My Setting’ tab and select ‘Change PIN’ from the menu. Then select the card that you wish to change the PIN on.
To change your PIN via phone, call the Travel Money Customer Service Centre on (+61) 1300 660 700. Enter your 16-digit Travel Money Card number, 3-digit card CVC and 6-digit Personal Access Code. Select option 3 to change your PIN on the card used to log onto the self service options. Select option 4 to change your PIN on your other card.
Your PIN must contain 4 numeric characters which are not consecutive or repeated numbers. You must take all necessary precautions to ensure your PIN is not obvious or easily guessed.
Q. What are some hints and tips for choosing a PIN?
A. Your PIN must contain 4 numeric characters which are not consecutive or repeated numbers. You must take all necessary precautions to ensure your PIN is not obvious or easily guessed. For example, do not use your date of birth. Bank staff do not have access to your PIN and will never ask you to disclose it.
You can choose the same PIN for each card or a different PIN but remember which PIN you have selected for each card.
Q. Does my Travel Money back-up card have the same number and PIN?
A. No. For security reasons, your back-up card has a different card number and PIN. However the cards can be used interchangeably as they access the same value, but should never be given to another person. If you share your cards or PINs with another individual, you will liable for any losses.
Q. Do I have to activate my Travel Money Card?
A. Only if you purchase your Travel Money Card via NetBank or if it is a replacement card. If so, you will need to activate your card and set up a 4-digit PIN online or by calling the Travel Money Customer Service Centre on (+61) 1300 660 700 and following the self-service prompts. You will need your 6-digit Personal Access Code (PAC) chosen at the time of purchase.
If you purchase your Travel Money Card in a Commonwealth Bank branch it will not require activation and if you provide a mobile phone number you will receive an SMS alert when your card is ready for use.
Q. How do I activate my Travel Money Card?
A. Online at commbank.com.au/activatetravelmoney or by calling the Travel Money Customer Service Centre on (+61) 1300 660 700.
You only need to activate your Travel Money Card if you purchased it via NetBank or if it is a replacement card. If you purchased your card in a Commonwealth Bank branch, generally your card will be automatically activated within 3 hours of purchase.
Q. Can my Travel Money Card transactions be viewed on NetBank?
A. No. Travel Money Cards can be purchased via NetBank but transactions are unable to be viewed on NetBank. To view the details of your card log-on to the Travel Money website.
Q. What is the Travel Money Customer Service Centre phone number?
A. 1300 660 700 (or (+61) 1300 660 700 when calling from overseas). Depending on which country you are dialling from you will need to enter the international country code before you dial the Travel Money Customer Service Centre phone number. For example, if you are calling from the UK you will need to dial 00 before you dial 61 1300 660 700. Alternatively, you can contact the Travel Money Customer Service Centre on (+61) 2 8011 8229.
Q. What is the Travel Money website?
A. For information about the Travel Money Card please visit commbank.com.au/travelmoney.
If you would like to log-on to the Travel Money site visit the Travel Money website.
Using your Travel Money Card
Q. How do I make a purchase with my Travel Money Card?
A. Simply use the card like you would a credit card. Always select ‘credit’ and then enter your PIN or sign the receipt to complete the transaction.
Q. Where can a Travel Money Card be used?
A. A Travel Money Card can be used wherever MasterCard is accepted including ATMs, shops, restaurants, online or over the phone. Note that you cannot use your card:
- For over-the-counter cash withdrawals;
- For transactions processed manually using an imprinter ("click-clack" machine)
- For recurring payments, direct debits or instalments;
- At gambling merchants;
- At merchants who do not accept MasterCard prepaid cards (includes the Woolworths group in Australia); or
- In countries prohibited by US Government sanctions and laws (includes Cuba, Iran, Libya, Burma and Sudan).
Q. Can I use my Travel Money Card online and over the phone?
A. Yes, you can use your Travel Money Card to make purchases online or over the phone like you would your credit card. Enter or supply your full name when asked for the name on your card.
Q. What ATMs can I use with my Travel Money Card?
A. You can use a Travel Money Card at over 1 million MasterCard and Cirrus ATMs around the world. Go to the MasterCard website to find ATMs worldwide.
Q. What exchange rates will apply on my Travel Money Card?
A. Foreign exchange rates for load, reload and closure of a Travel Money Card are set by the Commonwealth Bank. The rate used is the prevailing 'Buy' or 'Sell' rate at the time of the transaction.
| Exchange rate | More information | |
| Loading your card | Our retail foreign exchange ‘Sell’ rate at the time of loading. | We'll provide a quote before you load your card. |
| Reloading your card in a branch | Our retail foreign exchange ‘Sell’ rate at the time of reloading. | This may be different to the rate when you initially loaded your card. We'll provide a quote before you reload your card. |
| Reloading your card via BPAY® | Our retail foreign exchange ‘Sell' rate on the day we process your BPAY transaction. | BPAY transactions can take up to three business days to be processed, so that rate may be different to the rate on the day you sent your transaction. |
| Transacting in a different currency | A retail foreign exchange rate determined by MasterCard, which is based on market rates at the time of the transaction. | If you don’t have the currency loaded on your card we’ll use a currency that is loaded on your card to complete the transaction. The amount will be converted at the MasterCard exchange rate. A 2% cross currency conversion fee will apply. |
| Transferring from one currency to another | Our retail foreign exchange rate at the time of transfer. | We’ll provide a quote before you transfer funds. |
| Closing your card | Our retail foreign exchange ‘Buy’ rate on the day we process your closure request. | This may be different to the rate when you initially loaded your card. It may also be different to the rate on the day you ask us to close your card if there are outstanding transactions or disputes. |
Q. Why was a transaction on my Travel Money Card not charged to the currency of the transaction?
A. This may be because you did not have the transaction currency loaded on your card or you had insufficient funds in this currency to cover the entire transaction plus any fees.
In other cases, this may be due to 'dynamic currency conversion'. ATM owners and merchants may offer cardholders the ability to complete the transaction in their 'home' currency. In this situation, the merchant or ATM owner applies a margin to the exchange rate that MasterCard uses to convert the transaction currency into another currency. This will add cost to your transaction so it may be better to request that the transaction be processed in the currency of the country you are in (if it is loaded on your card). ATM owners and merchants must inform you of the currency in which the transaction will be processed before you accept the transaction. By signing the receipt, entering a PIN or completing the transaction you accept the currency offered by the merchant. The currency in which you have authorised the transaction will appear on the transaction receipt.
Q. Can I only use my Travel Money Card at an ATM that dispenses the same currency?
A. No, you can use your Travel Money Card wherever MasterCard is accepted regardless of what currency you have loaded on your card. For example, if you have US Dollars on your Travel Money Card and you withdraw funds from an ATM in Canada, you will receive Canadian Dollars. When you use your card in an ATM that dispenses a different currency to what is loaded on your card, you will be subject to the foreign exchange rate determined by MasterCard at the time of the transaction. A 2% cross-currency conversion fee will apply.
Q. How much can I withdraw from an ATM using my Travel Money Card?
A. There is a maximum withdrawal limit of AUD 2,500 or foreign currency equivalent in a 24 hour period. However, some local ATM providers may limit the amount that can be withdrawn in one transaction. The maximum amount that may be withdrawn in one transaction varies by country and ATM provider.
Q. How much will I be charged for an ATM withdrawal from my Travel Money Card?
A. You will be charged a flat ATM fee in the currency that is being used for the withdrawal. Refer to the Travel Money Card Product Disclosure Statement and Conditions of Use for further information. Please note that some ATM operators may charge an additional fee for using their ATM, and that this additional fee or amount of the fee may not be disclosed when you withdraw money from their ATM.
Q. Will I be charged an additional ATM access fee to withdraw cash from an ATM overseas using my Travel Money Card?
A. In some countries a cardholder may be charged an access fee by the ATM owner. This fee is not controlled by the Commonwealth Bank or MasterCard. The following countries are known to permit surcharging to foreign cardholders: USA, Brazil, Chile, Argentina, Colombia, Mexico, Venezuela and Thailand.
Q. What can I do if my Travel Money Card is not working at the ATM?
A. If you are overseas and your card doesn’t work at an ATM, please check that:
- You are using a MasterCard ATM. If it is not a MasterCard ATM the card will not work. Please check that the MasterCard logo is visible, and try another ATM.
- You are using the correct PIN. If you purchased your card in branch you would have received a 4-digit PIN below each card in the Travel Money pack. If you purchased your card via NetBank, you will need to active and set up a PIN for each card. Please check you are using the correct PIN with the correct card.
- The number you input is your 4-digit PIN. Please ensure you aren’t using your 6-digit Personal Access Code (PAC) which you chose when you purchased your Travel Money Card. This code is to log-on to the Travel Money website and Customer Service Centre.
- Your card has been activated. If you purchased your card in branch your card will be automatically activated generally within 3 hours of purchase. If you purchased your card via NetBank or it is a replacement card you will need to activate and set up a 4-digit PIN for each card.
- You are not trying to withdraw more than your available balance, or exceeding the ATM withdrawal limit as set by the local ATM provider.
- You have not entered your PIN incorrectly 3 times. If you have, your card will temporarily block for 24 hours.
- If you have checked all of these things and the card is still not working, please contact us on (+61) 1300 660 700 (international call charges will apply).
Q. What can I do if my Travel Money Card is not working at a merchant?
A. If you are overseas and your card doesn’t work when making a purchase at a merchant, please check that:
- The merchant accepts MasterCard cards.
- You are using the correct PIN, if entering a PIN. If you purchased your card in branch, you would have received a 4-digit PIN below each card in the Travel Money pack. If you purchased your card via NetBank, you will need to active and set up a PIN for each card. Please check you are using the correct PIN with the correct card.
- The number you input is your 4-digit PIN, if entering a PIN. Please ensure you aren’t using your 6-digit Personal Access Code (PAC) which you chose when you purchased your Travel Money Card. This code is used to log-on to the Travel Money website and Customer Service Centre.
- Your card has been activated. If you purchased your card in branch, generally your card will be automatically activated within 3 hours of purchase. If you purchased your card via NetBank or it is a replacement card you will need to activate and set up a 4-digit PIN for each card.
- You are not trying to purchase goods or services worth more than your available balance, or exceeding the daily purchase withdrawal limit (AUD5,000 or foreign currency equivalent in a 24 hour period).
- You have not entered your PIN incorrectly 3 times. If you have, your card will temporarily block for 24 hours.
- If you have checked all of these things and the card is still not working, please contact us on (+61) 1300 660 700 (international call charges will apply).
Q. What if the value of the purchase exceeds the remaining balance on my Travel Money Card?
A. If the value of the purchase exceeds the remaining balance of a currency, another currency on the card (if available) will be used. The sum total of two or more currencies cannot be used for one transaction. The full transaction including any fees must be made from a single currency. If there is insufficient balance in any one currency, the transaction will be declined.
Q. Can I receive a refund on my Travel Money Card?
A. Yes provided the purchase was made with the Travel Money Card and the store permits refunds. The store can credit the amount back onto the Travel Money Card, as with a credit card.
Q. Will I be asked to enter my PIN to complete a transaction?
A. You will need to enter your PIN to complete ATM withdrawals. When making purchases, depending on the merchant, you will either be asked to enter your PIN or sign the receipt to complete the transaction. Your Travel Money Card is both PIN and signature enabled.
Q. Is my Travel Money Card secure?
A. Yes, your funds are protected by a chip card, PIN and your signature as well as MasterCard’s Zero Liability^, which means you won’t be liable for an unauthorised transaction provided you comply with the Travel Money Card Product Disclosure Statement and Conditions of Use. You should take the usual precautions to protect your PIN, including not choosing a PIN that is easily guessed, and not disclosing it to another person.
^MasterCard Zero Liability Policy does not apply to commercial cards or for PIN based transactions. Other restrictions apply. For full details, visit www.mastercard.com.au
Q. Will my Travel Money Card have a chip?
The Travel Money Card now has an embedded microchip. The chip enhances the security of the card by making it more difficult to fraudulently copy the details of your card.
Q. How does a chip make my Travel Money Card more secure?
Your chip card has all the same benefits as a magnetic stripe card with one major difference. The embedded microchip enhances the security of the card by making it more difficult to fraudulently copy the details of your card. The chip doesn’t hold any personal information about you, just the advanced security software that helps protect you from fraudulent transactions.
Q. What if my Travel Money Card isn’t accepted because it doesn’t have a chip?
A. There is an increased requirement for chip cards in some parts of the world (particularly in the UK and Europe). However, rules only apply to domestically issued cards for that country. A merchant should not refuse to use a non-chip card if they accept MasterCard cards. If you encounter any acceptance difficulties, advise the merchant that your card is from Australia and ask them to swipe your card to read the magnetic stripe to process the transaction.
Q. What happens if I enter an incorrect PIN three times on my Travel Money Card?
A. If you enter an incorrect PIN 3 times in a 24 hour period, your card will be temporarily disabled. The card will be automatically reactivated at midnight Sydney Time.
Q. Why could I complete the transaction without entering my PIN or signing the receipt?
A. There is a MasterCard program called Quick Payment Service (QPS) which allows merchants to process small ticket items without the cardholder entering their PIN or signing a receipt. Generally the merchant categories are convenience oriented merchants such as convenience stores, chemists and fast food restaurants.
Q. Can I use my Travel Money Card in Japan?
A. Yes, you can use your Travel Money Card wherever MasterCard is accepted at more than 32 million locations worldwide. However, Japan’s payment system is heavily reliant on its own domestic credit card and debit card operators which means some merchants and ATMs may not accept MasterCard cards or other cards issued outside Japan. The best place to make ATM withdrawals in Japan is at ATMs operated by Japanese post offices (over 22,000 ATMs nationally) and Citibank. Always look for the MasterCard symbol which will be displayed on the ATM if it accepts MasterCard. As at December 2009, ATMs operated by Seven Eleven stores in Japan no longer accept MasterCard.
Managing your Travel Money Card
Q. How do I check the balance on my Travel Money Card?
A. To check your balance:
- Log-on to the Travel Money website, using your card number, Personal Access Code (PAC) and Card Verification Code (CVC).
- Call the Travel Money Customer Service Centre on (+61) 1300 660 700, 24 hours a day, 7 days a week.
- Opt-in to receive SMS balance alerts for a daily, weekly, monthly or low balance alert.
- At an ATM (this service may not be available in Europe). The balance of the currency of the ATM transaction will be displayed (not the entire balance on your card).
Q. Can I check my Travel Money Card balance at an ATM?
A. Yes, most MasterCard ATMs will support balance enquiries. The balance displayed at the ATM may be in either the currency of the country you are visiting, or in USD or AUD. Even if you do not have AUD loaded on your card, the ATM may recognise the card as being Australian and therefore display the balance in AUD. The balance supplied will be the balance of the currency of the country of the transaction, or the first listed currency according to the default currency order.
Balance enquiries are not supported at ATMs in Europe or the United Kingdom.
Q. What is my Travel Money Card balance displayed at an ATM?
A. Where you have more than one currency on your card and the currency of the country in which you are making the enquiry is loaded on your card, an ATM balance enquiry will show the balance of that currency.
If the currency of the country in which you are making the enquiry is not loaded on your card, an ATM balance enquiry will show the local currency equivalent of the balance of the sole or first listed currency on your card, according to the default currency order. In this case, the exchange rate used may be different from that determined by MasterCard, and minor discrepancies can arise. An accurate balance can be obtained from the Travel Money website.
Q. What are Travel Money Card SMS alerts?
A. If you have provided a mobile phone number, you will receive complimentary notification by SMS that your card has been loaded and/or reloaded. You can also choose to receive SMS alerts on your daily, weekly or monthly balance, or when your balance reaches a certain amount (as set by you). This enables you to monitor your Travel Money Card balance. To set up SMS alerts, simply log-on to the Travel Money website and select ‘SMS Alerts’ from the menu under the ‘My Setting’ tab.
A balance alert fee will be deducted from sole or first listed currency according to the currency order on your card. For daily, weekly and monthly balance alerts, if you have more than one currency loaded on your card, the balance of all currencies will be provided in the SMS (for no additional charge).
Q. What if my Travel Money Card is lost or stolen?
A. Please notify us immediately by calling the Travel Money Customer Service Centre on (+61) 1300 660 700, 24 hours a day, 7 days a week, if your card or PIN has been lost, stolen or used by another person. The lost or stolen card will be blocked, and you can continue to safely use your back-up card.
If both cards are lost or stolen, we can arrange an Emergency Cash Advance to forward funds to you anywhere in the world via the MasterCard network. You may also purchase replacement cards. Refer to the Travel Money Card Product Disclosure Statement and Conditions of Use for further information.
Q. What if I need a replacement Travel Money Card?
A. If both cards are lost or stolen, you can purchase a replacement card (with back-up card) by calling the Travel Money Customer Service Centre on (+61) 1300 660 700.
Q. How do I dispute a transaction on my Travel Money Card?
A. If you suspect an error in your transaction history, you can lodge a dispute form. There are two forms available ATM shortpay and Merchant dispute transaction. Please lodge the appropriate form within 90 days of the queried transaction; after this date our ability to obtain any refund is restricted.
Q. Will I receive a statement for my Travel Money Card?
A. No, but you can check your transaction history online at any time.
Q. Does my Travel Money Card have an expiry date?
A. Yes, a Travel Money Card is valid for up to 3 years. The card expiry date is also printed on your card for you to check at any time. Please note the card life cannot be extended, and you should withdraw all funds prior to expiry as any funds remaining on the card after 12 months of the expiry date are forfeited.
Q. Do I get notified before my card expires?
A. If you provide us with your email address we will send a reminder that your card is about to expire one month prior to the expiry date if your balance at this time is equivalent to AUD 100 or more. The card expiry date is also printed on your card. Any balance remaining on the card which is not redeemed within 12 months of the card expiry is forfeited by you.
Q. What happens to any remaining funds on my Travel Money Card once the card expires?
A. The expiry date cannot be extended, please ensure you withdraw all funds prior to the expiry date. Any balance remaining on the card which is not redeemed within 12 months of the card expiry is forfeited by you.
Q. How do I redeem funds from my Travel Money Card when I return from my trip?
A. You can withdraw funds from a Commonwealth Bank ATM in Australia free of charge or continue using your card in Australia. If you have currencies other than Australian Dollars on your card a 2% cross-currency conversion fee will apply. You can transfer your remaining foreign currency balance back to Australian Dollars by calling the Travel Money Customer Service Centre on (+61) 1300 660 700 or logging on to the Travel Money website and selecting ‘Transfer Between Currencies’ from the menu under the ‘My Card’ tab. There is no fee for this service. Alternatively, you can also close your card and obtain all remaining funds by going to your nearest Commonwealth Bank branch.
Q. When I close my Travel Money Card, what rate is it at?
A. The rate for converting any remaining funds into Australian Dollars is the Commonwealth Bank ‘Buy’ rate at the time we process your closure request.
Q. Why can’t I log-on to the Travel Money website?
A. If you are experiencing difficulty accessing the Travel Money website please ensure you check the following:
- Your Travel Money Card has been activated
If you purchased your Travel Money Card in branch generally your card will be automatically activated within 3 hours of purchase. If you notified us of your mobile phone number, an SMS is sent when the cards are activated and ready for use.
If you purchased your Travel Money Card via NetBank you need to activate and set up a 4-digit PIN for each card. - You are entering the correct 16-digit Travel Money Card number
You can log-on to the Travel Money website using either your primary or back-up Travel Money Card. - Your Personal Access Code (PAC) is the 6-digit code you chose when you purchased your Travel Money Card. This is different to the 4-digit PIN for each card.
- You are entering the correct 3-digit CVC
This is the 3-digit code on the back of your Travel Money Card to the right of the signature panel. - You are using a recommended operating system and browser
To ensure optimal experience with the Travel Money website please check that you are using a supported operating system and browser combination:
| Browser | Windows XP | MAC OS | Vista |
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| Internet Explorer 7 | |
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| Internet Explorer 8 | |
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| Mozilla Firefox 3 | |
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| Google Chrome 3 | |
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| Safari 3 | |
For best results when viewing the Travel Money website, we suggest you set your screen size to 1024 x 768 pixels.
- Pop ups are enabled
Please temporarily allow pop ups to log-on to the Travel Money website. - All other browser windows are closed
For best performance and speed ensure that you shut down all other browser windows.
Q. What are the recommended operating systems / browsers for the Travel Money website?
A. To ensure optimal experience with the Travel Money website please check that you are using a supported operating system and browser combination:
| Browser | Windows XP | MAC OS | Vista |
| Internet Explorer 6 | |
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| Internet Explorer 7 | |
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| Internet Explorer 8 | |
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| Mozilla Firefox 3.6 | |
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| Google Chrome 7 | |
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| Safari 5 | |
Other operating systems and browsers may not support certain features and functions of the Travel Money website and user experience may vary.
For best results when viewing the Travel Money website, we suggest you set your screen size to 1024 x 768 pixels and temporarily allow pop ups to log-on to the Travel Money website.
Q. Do I need to allow pop ups to log-on to the Travel Money website?
A. Yes, temporarily allow pop ups to log-on to the Travel Money website.
Q. Can I log-on to the Travel Money website on my iPhone?
A. No, the Travel Money website is not supported by the internet browser on your iPhone.
Reloading your Travel Money Card
Q. How do I reload my Travel Money Card?
A. You can easily reload your card in any Commonwealth Bank branch in Australia or via BPAY. A 1% reload fee applies.
To reload via BPAY using your bank’s phone or internet banking facility, use biller reference code 113167 and your 16-digit card number as the customer reference number.
If you reload via BPAY and you have more than one currency on your card, the amount will be applied to the currency on your card that is highest in the currency order. For example, if you wish to load Canadian Dollars, you must change the currency order so Canadian Dollars is first. To check or change the order, simply log-on to the Travel Money website or call the Travel Money Customer Service Centre on (+61) 1300 660 700.
Reloads made to your card via BPAY will be converted from Australian Dollars to the sole currency on your card or highest currency according to the default currency order at the retail foreign exchange rate that applies on the day that we process your BPAY payment. The reload fee is deducted from the gross Australian dollar amount you pay by BPAY, prior to conversion of that amount to the currency on your card.
Q. When will funds that I have reloaded to my Travel Money Card via BPAY be available?
A. Within 2-3 business days. If you have provided a mobile phone number (either when purchasing a Travel Money Card or by updating your profile in the Travel Money website), you will receive an SMS when funds are available for use. This SMS is free of charge.
Q. When will funds that I have reloaded to my Travel Money Card in branch be available?
A. If you reload your Travel Money Card in branch funds will generally be available for use within 3 hours. If you have provided a mobile phone number (either when purchasing a Travel Money Card or by updating your profile in the Travel Money website), you will receive an SMS when funds are available for use. This SMS is free of charge.
Q. How do I reload multiple currencies via BPAY?
A. If you would like to reload more than one currency via BPAY, please wait until the first reload amount is credited to your card before changing your currency order and conducting another BPAY transaction. The currency that will be reloaded is the currency that is highest in the currency order at the time the BPAY payment is processed by us. Each BPAY reload may take 2-3 business days to be processed.
Q. What is the fee for reloading my Travel Money Card either via BPAY or in branch?
A. The reload fee is 1% of the amount that is reloaded to your Travel Money Card. It is deducted from the gross Australian Dollar amount you pay by BPAY or in branch, prior to conversion of that amount to the sole currency or highest currency according to the default order on your card.
Q. What do I do if I can’t set up my Travel Money BPAY biller details in NetBank when I’m overseas?
A. If you are registered for SMS security you will be sent a NetCode SMS to your mobile phone to set up Travel Money BPAY biller details in NetBank. If you do not have your mobile phone with you, call (+61) 13 2221 and a NetBank specialist will be able to assist you.
Q. Should I set up Travel Money BPAY biller details in NetBank before I travel?
A. Yes, ensure you have Travel Money BPAY biller details set up in NetBank before you travel so you can easily reload on the go. The biller reference code is 113167 and the customer reference number is your 16-digit card number.
Multiple currencies
Q. Can I use my Travel Money Card in a country if I don’t have that country’s currency on my card?
A. Yes, you can use your card for any electronic transaction anywhere in the world where MasterCard is accepted. If you use your card at an ATM or for a purchase in a currency different to that loaded on your card, the amount will be taken from the currency listed first in your default currency list on your card and a 2% cross-currency conversion fee will apply.
Q. If there is more than one currency on my Travel Money Card, what currency will be used?
A. The card is ‘smart’ – that is, it will automatically use the currency of the transaction if it is loaded on your card. If it is not loaded on your card, the first available currency (according to the currency order), will be used. This order can be changed by logging onto the Travel Money website. The change in order will be effective immediately.
Q. Can I move money from one currency to another on my Travel Money Card?
A. Yes, if you would like to convert one currency into another currency, simply log-on to the Travel Money website and select ‘Transfer Between Currencies’ from the menu under the ‘My Card’ tab or call the Travel Money Customer Service Centre on (+61) 1300 660 700 and they can process the currency conversion. There is no fee for this service.
Q. Why was a transaction on my Travel Money Card not charged to the currency of the transaction?
A. This may be because you did not have the transaction currency loaded on your card or you had insufficient funds in this currency to cover the entire transaction plus any fees.
In other cases, this may be due to 'dynamic currency conversion'. ATM owners and merchants may offer cardholders the ability to complete the transaction in their 'home' currency. In this situation, the merchant or ATM owner applies a margin to the exchange rate that MasterCard uses to convert the transaction currency into another currency. This will add cost to your transaction so it may be better to request that the transaction be processed in the currency of the country you are in (if it is loaded on your card). ATM owners and merchants must inform you of the currency in which the transaction will be processed before you accept the transaction. By signing the receipt, entering a PIN or completing the transaction you accept the currency offered by the merchant. The currency in which you have authorised the transaction will appear on the transaction receipt.
Q. What is the default currency order on my Travel Money Card?
A. If you have more than one currency on your Travel Money Card, a currency order applies. The default order is United States Dollars, Euros, Great British Pounds, Australian Dollars, Japanese Yen, New Zealand Dollars, Hong Kong Dollars, Canadian Dollars and Singapore Dollars. If you have two currencies on your card, for example Euros and Great British Pounds, the default order that applies is Euros then Great British Pounds.
Q. When does the currency order on my Travel Money Card apply?
A. The currency order applies when you have more than one currency on your card, and:
- The currency of the transaction is not loaded on your card;
- There are insufficient funds in a currency to pay for a transaction;
- You are reloading your card via BPAY; or
- When some fees apply (e.g. card replacement, monthly inactivity fee).
In these scenarios, the transaction or fee will be applied to the currency on your card that is highest in the currency order.
Q. How do I change the currency order on my Travel Money Card?
A. Just log-on to the Travel Money website or call the Travel Money Customer Service Centre on (+61) 1300 660 700.
MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. BPAY is a registered trademark of BPAY Pty Ltd ABN 69 079 137 518.
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