using your card & PIN

 

Find out how to report a lost or stolen card or ways to order replacement cards if yours is damaged or due to expire.

Card activation

  • How do I activate my credit card?

    The easiest way to activate your card is via online banking.

    1. once you’ve logged in - select PINS & activate cards from the self service menu
    2. select the card number from the card to manage menu
    3. enter the expiry date printed on the card
    4. choose a new 4 digit PIN (if applicable)
    5. enter an SMS code to confirm your identity and you’re done

    If you don’t have access to online banking… please call 1300 796 844 and follow the prompts to activate your credit card. You will be asked to enter your full 16 digit card number and date of birth in the DDMMYYYYformat.

    If you’re an Additional card holder… the Primary card holder will need to activate their card first before you can activate your card.

  • How do I activate my Debit MasterCard®?

    The easiest way to activate your card is via online banking

    1. once you’ve logged in - select PINS & activate cards from the self service menu
    2. select the card number from the card to manage menu
    3. enter the expiry date printed on the card
    4. choose a new 4 digit PIN(if applicable)
    5. enter an SMS code to confirm your identity and you’re done

PIN numbers

  • What can I do if I don’t remember my PIN?

    The easiest way to change a forgotten PIN is via online banking.

    1. once you’ve logged in - select PINS & activate cards from the self service menu
    2. select the card number from the card to manage menu
    3. choose a new 4 digit PIN
    4. enter an SMS code to confirm your identity and you’re done

    If you don’t have access to online banking… please call 13 1719 and we’ll arrange for a new PIN to be mailed out to you.

    For security reasons, we do not keep a record of your PIN on our system so we therefore can't tell you what your PIN is over the phone.

  • Can I change my PIN?

    Yes. The easiest way to change your PIN is via online banking.

    1. once you’ve logged in - select PINS & activate cards from the self service menu
    2. select the card number from the card to manage menu
    3. choose a new 4 digit PIN
    4. enter an SMS code to confirm your identity and you’re done

    If you don’t have access to online banking… visit one of our Bankwest ATMS with the Self Select PIN feature. Not all ATMS have this functionality but you can check which ones do by searching for a nearby ATM and looking for the phrase Self Select PIN once the ATM locations have been displayed.

  • Can I sign for purchases if I have forgotten my PIN?

    Not for much longer. PIN and contactless will soon become the only way to make purchases using your Bankwest Debit or Credit card at your favourite places to shop, entertain or unwind in Australia.

    Now's a great time to say goodbye to signatures.

Lost or stolen cards

  • How do I report a lost or stolen card?

    To report a card that has been lost or stolen please call us at as soon as possible on 13 17 19 or pop into your nearest store.

    If you are unsure about the location of your card but don’t want to have it cancelled permanently, please call 13 17 19 and ask us to place a temporary hold on your card while you continue looking.

    Once you are certain the card is lost, simply call us back and have the card cancelled permanently, or if you find the card, call us to have the temporary hold removed.

  • When will I receive my new card?

    Once your card has been reported lost or stolen - we will reorder you a new credit card. Please allow three to five working days for your credit card to arrive.

    Once your new card has arrived - you can activate your card and choose your own PIN straight away via online banking. Just select PINS & activate cards from the self service menu. If you do not select your own PIN online a new PIN will be sent to you in the mail within 8 working days from receiving your credit card.

    If you do not receive your card within these timeframes please let us know by visiting your local store or calling us on 13 17 19

  • If I find my card after I have reported it lost, can I keep using it instead of getting a new card?

    Unfortunately not, as once you card has been reported lost or stolen it cannot be reactivated. This is because we cancel the card and reissue a new one right away.

SMS Code for cards

  • How does SMS code protect me?

    SMS code is our strongest level of security as it requires you to have "something you know" (your SMS code)" plus "something you have" (your mobile phone) to complete certain transactions. This makes it harder for somebody else to try and make any payments using your account details.

  • When will I be asked to enter an SMS code?

    If you shop online using your Bankwest debit or credit card, then you’ll get extra security with SMS code at sites that display the MasterCard SecureCode or Verified by Visa logos. You’ll only need to enter an SMS code for purchases above a certain dollar amount.

    If an SMS code is required, then you’ll next see the screen below once you have entered your credit card details. All you need to do is click SMS me now and we’ll send an SMS code via text to your mobile. Grab the 6 digit code in the text and retype this in the enter SMS code box and click submit.

  • How do I register for SMS code for cards?

    As long as we have your Australian mobile number, then you will be automatically registered for SMS code as soon as you activate a new MasterCard debit or credit card. You’ll receive a welcome text message to confirm you are registered.

    If you’re an existing card customer and we have a valid, Australian mobile on record then you don’t need to lift a finger. We’ll automatically register you for SMS code so you can access better security when you shop online.

    To update your mobile number, please call us on 13 17 19

  • Why am I not receiving any SMS messages?

    If you are not receiving your SMS code, please check that your mobile phone is switched on, that your SMS inbox is not full and that you have reception. Check with your mobile provider if there's an issue with your mobile phone.

    If you continue to experience difficulties please call us on 13 17 19 to complete your purchase.

  • Will I still be able to shop online if I don’t have a mobile?

    Yes. If you’re not registered for SMS code then your online shopping experience will not change and you will still be protected by our  No Loss Security Guarantee

  • What if I have friends or family as additional cardholders on my card?

    If a stronger, identity check is required, then everyone will see the screen below once the credit card details have been entered. They just need to select their name from the cardholder list and click next.



    If we have an Australian mobile number recorded for any cardholder then they will be automatically registered for SMS code. They will be asked to enter an SMS code on the next screen. If they aren’t registered for SMS code then they will still be able to complete their purchase.

  • What if my mobile reception is unreliable?

    If you're registered for SMS code and having trouble receiving SMS codes, then please contact us on 13 17 19 to discuss your options. We'll ensure you can continue to shop online without any hiccups.

  • What if I'm overseas or roaming?

    If you don't have roaming enabled or if you don't plan on taking your mobile with you, please call us on 13 17 19 prior to departing to make temporary arrangements whilst overseas.

  • What if I don’t have my mobile on me?

    If you're being prompted to enter an SMS code but you don't have your mobile phone handy, please call us on 13 17 19 to help with your online purchase.

Using your card overseas

  • Can I use my card overseas?

    Debit cards and credit cards displaying the MasterCard® logo can be used overseas. Cards which do not display the MasterCard® logo are for use within Australia only.

  • Where can I use my card overseas?

    Credit cards Our range of credit cards can be used in over 33 million locations worldwide (wherever you see the MasterCard® logo) providing you with a hassle-free way for making purchases and accessing money when travelling overseas. Plus, with any Bankwest Platinum MasterCard we will waive your foreign exchange fees giving you dollars back in your pocket to spend on your holiday!

    Using your PIN, you can also use your card to make cash withdrawals of up to $1,000 per day ($1,500 per day for Platinum cardholders) from any ATM in Australia, and over 1 million ATMs worldwide that display the MasterCard® logo. All cash will be in the local currency. Just remember, cash advances may attract a higher interest rate than purchases.
    Debit MasterCards Our range of Debit MasterCards can be used in over 33 million locations worldwide (wherever you see the MasterCard® logo) creating an easy and hassle-free way for making payments and accessing money when travelling overseas.

    You do have ATM access to the cash in your everyday transaction account with a Debit MasterCard while overseas. To make a cash withdrawal from your everyday transaction account while overseas, simply enter your PIN and select ‘credit’ when prompted.

    You can make cash withdrawals of up to $1,000 per day at over 1 million ATMs worldwide that display the MasterCard logo. All cash will be in the local currency. Cash withdrawals overseas may incur fees and charges

    More information is available on the Debit MasterCard access page.
  • Do I get charged for overseas transactions?

    Credit Cards Overseas transactions do incur additional charges. For more information on what fees will apply simply select your credit card and select the Rates & Fees tab.

    Please note the foreign exchange fee is waived for Platinum credit cardholders.
    Debit cards You will be charged an Overseas ATM Access Fee of $5.00 and Foreign Transaction Fee 2.95% of the transaction amount for each transaction occurring outside Australia. (whether in foreign currency or Australian dollars)
  • What happens if I lose my card whilst travelling?

    If you lose your MasterCard® overseas you can contact MasterCard® International by dialing the international dialing code relevant to the country in which you are currently located, plus +1 636 722 7111. MasterCard will work with us to ensure you have access to a replacement card or cash for the rest of your trip.

Faulty & expiring cards

  • My card does not work when I am shopping or at an ATM

    On some occasions devices that you swipe or insert your card into may have a fault at their end or simply may not read your card. If you continue to experience problems, please visit your local store or call us on 13 17 19 so that we can arrange to have a replacement card ordered for you.

  • My card is damaged, how do I get a new one?

    If your card is damaged you can order a replacement card by visiting your local store or calling us on 13 17 19

  • My card is due to expire, how do I get a new one?

    The timeframe for reissuing an expiring card will depend on the type of card you have.

    If you have a Debit MasterCard® or a regular debit card your new card will be issued 30 days before your old one expires.

    If you have a credit card and it’s due to expire, your new one will be issued during the last week of the month before your old card expires. For example, if your card expires in March 2012 (03/12) then your new card will be issued during the last week of February.

  • What happens if I am travelling when my card is due to expire?

    We can organise a new card for you before you leave. Please visit your local store or call us on 13 17 19 . If you know your card is due to expire around the same time as you plan on travelling, we will need to issue you a new card prior to the expiry date to ensure you have access to your funds whilst overseas.

  • I have regular payments coming from my card. Do I need to notify anyone of the new expiry date?

    Credit cards Yes, the expiry date of your new card will need to be updated with any direct debit authority that you have arranged to ensure future transactions are processed successfully.
    Debit MasterCards® Yes, Debit MasterCards operate just like credit cards when it comes to expiry dates.
    Debit cards No, debit cards (without the MasterCard® logo on them) are different and you don’t need to notify anyone when your card expires. This is because when you set up regular payments from this card you would have given your BSB and account number, not the card number to debit from. The card numbers on these cards are not your account number.

Avoiding bank & ATM fees

  • Wondering how to save paying fees?

    We're committed to ensuring that you know exactly what our fees are, why we charge them and how they can be minimised or even avoided.

    Find out more about ways to avoid bank & ATM fees.

Credit card security

  • Can Bankwest send a credit card to a PO Box address?

    For security reasons, Bankwest can only send cards to a residential address.  Please ensure that you provide us with a residential address at application.

  • What do I do if I do not recognise a transaction on my account?

    We recommend you check your receipts and any direct debit agreements and ask your Additional Cardholder(s) if the transaction is theirs. If you still haven't identified the transaction, you should complete the Transaction Dispute Form and return by:

    • faxing it to us on the number on the form;
    • mailing it to Bankwest Card Services, Reply Paid, PO Box 8411, Perth BC WA 6849; or
    • popping into any Bankwest store.
  • What does 'Authorisation only' mean?

    When you make a purchase the funds are reserved on your account as 'Authorisation only'. The merchant then submits a claim for the funds and once this has been received, the merchants name will appear next to the transaction.

  • Why was I able to complete a transaction without entering my PIN or signing?

    MasterCard has introduced a program called Quick Payment Service (QPS) which eliminates the need for cardholders to sign or enter a PIN when making a transaction of $35 or less at participating merchants.

    These transactions are processed through the secure Bankwest and MasterCard MasterCard networks and with MasterCard's Zero Liability protection you are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.

Using a chip credit card

  • What is a chip credit card?

    A chip credit card has an embedded security microchip. Your card has all the same benefits as a magnetic stripe credit card but with one major difference. The secure chip provides greater security because it is more difficult to fraudulently copy the details of your card.

    However, there are still a large number of magnetic stripe only terminals in the world. So to ensure you can transact anywhere you go, your chip card also comes with a magnetic stripe.

  • How does credit card chip security work?

    Chip credit cards are embedded with a microchip. This enhances the security of credit card transactions and helps protect your credit card from fraudulent usage. The chip contains security data and software that ensures every transaction you make is extensively authenticated.

  • How do I use my chip credit card?

    In Australia, payment terminals are being progressively upgraded to support chip processing. As more retailers update their terminals to the new chip terminals, there will be slight changes to the way the process works.

    At a chip terminal:

    • your chip credit card will be inserted into the card reader on the terminal
    • the card will need to remain in the terminal while the transaction takes place
    • you need to enter your PIN to authorise the transactiontion
    • once the transaction has been accepted, your card will be returned to you with a receipt

    Follow the prompts on the terminal and the merchant will guide you through this process

    At a magnetic stripe terminal:

    • use your chip credit card just like you use your magnetic stripe card. Swipe it at the terminal and enter your PIN.

MasterCard contactless payments

  • What are MasterCard contactless payments and how do they work?

    MasterCard contactless payments, the fast way to pay, is a new contactless payment system. It lets you Tap & Go™, so there's no need for a PIN when you make purchases of $100 or less at participating merchants. All you do is 'tap' your card on the contactless reader, wait for the green light and then 'go'.

    What are the benefits?

    • contactless payments provides a quick, easy payment method, thereby improving the overall shopping experience.
    • contactless payments offers a cash alternative that lets you purchase what you want without being limited to cash on hand.

    Makes you feel more secure, because your card does not have to leave your hand during a transaction.

    Which Bankwest cards have contactless payments enabled?

    Bankwest is progressively introducing contactless payments on our MasterCard credit card range from March 2011. All new, replacement and reissued MasterCard credit cards will have contactless payments.

    How do I know if my MasterCard is contactless?

    If your Bankwest card has the  logo just above the account number on the right hand side of your card then you can complete contactless payments.

    How far from the contactless reader should I hold the card?

    Your credit card should touch the reader to ensure that it works correctly.

    How do I know when a payment has been made?

    The lights on the reader will turn green and the reader will display a message confirming your transaction has been successful.

    Will I receive a receipt for contactless purchases?

    Yes, merchant receipts are available upon request, just like any purchase.

    Does a contactless enabled card need to be treated in any special way?

    General care should be taken with your contactless enabled card as with any credit card. If your card is damaged and stops working please contact Bankwest on 13 17 19 to organise a replacement.

  • Are contactless payments secure?

    Completely. Thanks to its secure encryption technology, a contactless payment is as safe as your usual card. Every transaction is processed through the secure Bankwest and MasterCard networks. And because your card never leaves your hand when you make a payment, you're always in control.

    Remember, if your wallet is lost or stolen your cash is gone, however if your contactless card is lost or stolen, with MasterCard's Zero Liability protection you are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.

  • How do I know if a retailer accepts contactless?

    Any retailer that displays the  Logo can accept contactless payments.

    What if my card doesn't work?

    • make sure that your card touches the contactless reader.
    • ensure there is no other contactless card near the reader at the same time you are performing your transaction.
    • ask the merchant for assistance.
    • if your card still doesn't work at one merchant, simply swipe or insert your card into the terminal and enter your PIN.
    • if you continue to experience problems please contact Bankwest on 13 17 19 to arrange a replacement card.
  • Can I accidentally be charged just by walking past a contactless reader?

    No. Your MasterCard has to touch the reader to work.

    What happens if I have another contactless card near my Bankwest MasterCard?

    You can keep other contactless cards near your Bankwest MasterCard without any disruption to the functionality. You will need to remove the card to perform a transaction and touch the contactless reader.

    However, if you have a Transperth SmartRider card...

    You will need to keep it separate from your Bankwest MasterCard when using it. Transperth's contactless payment system will not be able to detect which plastic to use due to both cards having an antenna. Your Bankwest MasterCard will not be debited for any Transperth fare.

  • Are there any fees for using contactless payments?

    While standard credit card fees will apply, you won't be charged any additional fees for a contactless transaction.

  • Can I disable/turn off the contactless option?

    Contactless payments are a permanent feature of your MasterCard credit card and cannot be turned off. You can choose not to complete a contactless transaction you can still swipe or insert your card.

  • Can I use my card at retailers that accept MasterCard but don't have contactless terminals?

    Yes, however you will need to swipe or insert your card depending on the capabilities of the terminal.

  • Can I insert or swipe my contactless card for transactions under $100?

    Yes, you can still swipe or insert your card and choose to sign or enter a PIN if you don't wish to complete a contactless payment.

  • Can I be charged twice if my card has been tapped more than once?

    No, Even if you tap more than once, you'll never be billed twice for the same purchase.

  • Where can I use contactless payments?

    Anywhere you see the Logo. There are thousands of locations around the world now offering contactless payments. These include fast-food restaurants, petrol stations, convenience stores, pharmacies, movie theatres and more.

  • Can I use Tap&Go overseas?

    You can use your contactless credit card anywhere MasterCard contactless is accepted. Thousands of locations worldwide now offer contactless payments. Customers can still choose to either swipe or insert your card and enter your PIN for overseas transactions.

MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. Tap & Go is a registered trademark of MasterCard International Incorporated.

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