Frequently Asked Questions

We’ve answered some common questions you might have about the Westpac Global Currency Card from Westpac. If you have further questions or feedback, see the Contact Us page.

Jump to:

New Accounts
Card Acceptance
ATMs
Balance Queries
Currency Purses
Limits and Fees
Loading, Reloading and Unloading Your Card
Lost / Stolen / Damaged Cards
Expired Cards / Close your account
Other

New Accounts

How does the Westpac Global Currency Card work?

You load funds on the card in advance in up to 9 different currencies, locking in exchange rates^ at the time.
Then you can get cash at ATMs or pay online and in store, wherever Mastercard is accepted worldwide.
See the ATM FAQs for more detail on fees associated with ATMs

Is there an age restriction to obtain a card?

Yes, you must be aged 18 or over to obtain a card.

Do I need to activate my card?

Yes. Once you receive your card, visit westpaccurrencycard.co.nz/activate to activate your account.
Then you will need to set your PIN. This can be done by selecting ‘Set Pin’ from the dashboard or click on Settings, followed by Card Settings, and then Set my PIN. Answer some security questions, set your PIN and your card will be ready to use wherever Mastercard is accepted.

How long will it take to receive my card?

It can take up to 10 business days to arrive from the time the payment is processed for the currency loaded onto your card until you receive it. You will receive an email when the load has been successfully applied. Please make sure you order your card in plenty of time ahead of planned overseas travel to allow for this.

Who should I contact to find out when I will receive my card?

It can take up to 10 business days to arrive from the time the payment is processed for the currency loaded onto your card until you receive it. You will receive an email when the load has been successfully applied. If there is a delay in receiving your card you can email westpacglobalcurrencycard@mastercard.co.nz to find out the status and estimated arrival date of your card.

Why can’t I have my card sent to a PO Box address?

In order to be able to provide you with a card there is a legal obligation to verify your physical address, and it is this same address that the card must be sent to.

How do I change or set up my PIN?

Click on Settings, then Card Settings and then Set my PIN. Answer some security questions, set your PIN and your card will be ready to use. You can change your PIN online through ‘My Account’.

If you are setting up your PIN on a mobile device, you must have pop-ups enabled on your browser to complete the PIN set up process. You will need to have pop-ups and cookies enabled on your browser in order to set your PIN online. If you are not able to enable them on the device you are using, please use a different device.

Alternatively, you can contact Card Services on 0800 444 691 and set your PIN via the IVR process.

 

Card Acceptance

Where can I use the card?

You can use your card wherever Mastercard is accepted – ATMs, shops, restaurants, online and over the phone at millions of locations worldwide.

Can I use the card in New Zealand?

Yes. If you have NZD loaded you can use it at merchants within New Zealand without getting charged a fee. You can withdraw from ATMs in New Zealand (fee applies – see Limits and Fees). If you do not have NZD loaded, a currency conversion rate will apply (refer to Limits and Fees or the Product Disclosure Statement for further details).

Are there any countries where the card won’t work/isn’t accepted?

Although the Mastercard acceptance mark may be displayed, Mastercard and other cards may not operate in some countries and geographical regions due to restrictions.

The countries and geographical regions currently affected by sanctions are: Iran, North Korea, Sudan, Syria and Crimea. If you attempt to withdraw cash from an ATM or use your Westpac Global Currency Card at merchants in any of these countries, your request will be declined.

What if I’m travelling to a country where the local currency isn’t available on the Westpac Global Currency Card but another currency is accepted?

For example Cambodia uses USD as a de facto currency; you will need to use an ATM that dispenses USD which is usually available at global ATMs. Provided you have sufficient USD loaded on your card, you will then take the USD without a currency conversion fee. The only charge may be if the ATM provider charges their own fees. If used at EFTPOS it will charge as per the Product Disclosure Statement.

For all other countries worldwide, you can simply load NZD*.

Can I get cash out with an instore purchase from a merchant?

No, this is not available.

Can I use my card to purchase goods and services online?

Yes, you can use your Westpac Global Currency Card to shop online (within the limits and restrictions of your card) at any merchant that accepts Mastercard. By using a Westpac Global Currency Card loaded with the default currency of the online site you know exactly what your purchase will cost. Westpac Global Currency Card may not be used for international money transfers or for accessing or purchasing goods from adult or gambling internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

Can I use my card on a cruise ship?

Yes, but it’s not recommended that you use your Westpac Global Currency Card as a security bond onboard a cruise ship (or similar). Cruise ship companies will 'pre-authorise' an amount on your card to cover any incidentals, similar to some hotels. These pre-authorised funds can’t be used whilst onboard or until such a time those funds are released by the cruise company, sometimes for up to 30 days after the cruise has finished. It’s suggested that you use a credit card to cover any such pre-authorised amounts and Westpac Global Currency Card can be used at ATM's or at merchants onboard.

Can I use the card for my hotel or car hire deposit/pre-authorisation?

You can, however, this is not recommended. If the card is used for this purpose, this pre-authorised amount will be temporarily unavailable (and in some cases up to 30 days). Only the actual amount of the final bill will be deducted from the card balance. If you do use the card for a pre-authorisation and need access to the pre-authorised amount within the 30 day period, you will need to contact the merchant directly to request the merchant to remove the pre-authorisation and it will be at Mastercard’s discretion to release the funds back into your Westpac Global Currency Card.

 

ATMs

Which account do I select when making purchases and at ATMs?

Always select ‘credit’ when selecting the account.

What ATMs can I use?

Mastercard, Maestro or Cirrus ATMs.
http://mastercard.us/cardholder-services/atm-locator.html
There may be a fee payable (to the ATM operator) for balance enquiries.

Are there ATM fees?

No fees are charged for international ATM use, however some ATM providers may charge their own fees.
There is a NZD$4 fee for domestic ATM use.
Refer to Limits and Fees for more information.

Can I check my balance from an ATM?

The most accurate way of checking balances is online through ‘My Account’ via westpaccurrencycard.co.nz or by calling Card Services on 0800 444 691 when inside New Zealand. When outside New Zealand, call Card Services on +44 207 649 9404 as the ATM cannot read multiple currencies in different exchange rates.

If there is only one currency loaded, will the ATM show the balance?

Yes it should display, however, some ATM operators may not offer a balance display feature.
There may be a fee payable (to the ATM operator) for balance enquiries.

 

Balance Queries

How do I check my balance and transactions?

You can check your balance and view your transaction history at any time via 'My Account'.

Can I check my balance on my iPad or iPhone?

Yes, using ‘My Account’ online.

 

Currency Purses

What currencies can I load onto my card?

The Westpac Global Currency Card can be loaded with up to 9 currencies, including NZD, AUD, USD, EUR, GBP, CAD, HKD, JPY, SGD. You can transfer money between currencies at your convenience, 24 hours a day, 7 days a week via 'My Account'.

How can I reload the card?

By using ‘My Account’ online.

I noticed in ‘My Account’ that I can change my ‘Default Currency’. What does this mean?

The default currency (initially set at NZD) is the currency that will be automatically loaded if you choose to load cash on to the card directly through your bank via bank transfer (that is, not using the website and ‘locking in’ the exchange rate). You can change this default currency in ‘My Account’ if you would prefer your funds to be automatically loaded to another currency.

What is 'Default Order of Priority' and am I able to change the order of priority?

The default order of priority is relevant when you try to complete a transaction in a currency available but have insufficient/no funds available in that currency to complete the transaction. The facility will search through the order of priority for funds in other available currencies in order to complete the transaction. You cannot change the order of priority.

Example 1: You are shopping in Hong Kong and have HKD$500 on the card. The card also has NZD$50 loaded.
• When completing a transaction in HKD, the facility will identify what country you are in and what currency to select first
• If there is a transaction for HKD$500, the facility will take $500 straight from the HKD purse
• If the transaction is for HKD$550, it will take $500 from the HKD purse, and the balance will come from the NZD purse (providing there are sufficient NZD funds to complete the transaction).

Example 2: You are shopping online, at a US merchant store. You have USD$200 loaded on the card, plus NZD$100 and EUR$200.
• When completing a transaction in USD, the facility will identify what country you are shopping in (or where online merchant is based) and what currency to select first
• If there is a transaction for USD$100, the facility will take $100 straight from USD purse, leaving balance of USD$100
• If the transaction is for USD$300, it will take $200 from USD, take $100 from NZD, and the balance from the Euro purse

 

Limits and Fees

What are the fees applicable on the card?

Refer to Limits and Fees for a full list of fees.
These are also available in the Product Disclosure Statement

Are there ATM fees?

There is no fee for using an international ATM, however, overseas providers may charge their own fees.
There is a NZD$4 fee for domestic ATM use.
Refer to Limits and Fees for a full list of fees.

If I leave money on my card after my holiday are there any inactivity fees?

No.

 

Loading, Reloading and Unloading Your Card

Do I need to load a currency when I order my card?

Yes, you need to load a minimum of NZ$250 in any of the nine supported currencies when you place the order for your card.

How can I pay for my Load or Reload?

You can pay for your initial Load and any subsequent Reloads with either Debit Mastercard or via a Bank Transfer payment from your online banking. There is no fee for Loads and Reloads which are paid for by Bank Transfer. There is a fee of 1.5% of the Load or Reload transaction value when you pay by Debit Mastercard.

How do I cash in the card when I get back from my holiday?

You can cash out part or all of your remaining balance using the 'Cash Out' option on ‘My Account’ found under 'Transfer'. Funds willl take 1-2 business days to show in your account. 
Please note that we buy back currency at the rate of the day - not the rate it was initially purchased.
Alternatively, you can spend the remaining NZD balance using EFTPOS within New Zealand or online purchases, or withdraw the remaining balance (assuming it is within the ATM’s issuing limits) from any ATM - A fee of NZD$4 applies for domestic ATM transactions.

Can I receive my cash out funds in the foreign currency?

No. As per the Product Disclosure Statement funds are paid out in New Zealand Dollars.

Can I leave my money on the card to use later or on my next holiday?

Yes. The card is active for five (5) years and valid until the date shown on the front of your card, so you can reuse your card for your next holiday, or shop online between your trips.

If I choose to pay by Bank Transfer how quickly do I need to go into my online banking to make the payment?

It is recommended that you proceed to your online banking and make the Bank Transfer payment as soon as you complete your Load or Reload. If payment for your Load is not received within two business days then your order will be cancelled, and your card will not be dispatched. Payments for Reloads must also be received no later than two business days after you complete your order or the Reload will be cancelled and the locked in rate will no longer apply.

What if I forget to enter the reference number on my Bank Transfer payment?

It is important to quote the reference number when you make a Bank Transfer payment as it is unique to your Load or Reload and ensures you receive the locked in rate. The reference number is provided online and you will also receive an email confirming the payment details including the reference number.

If you forget to enter the reference number on a Load then an attempt to manually match your payment to your card order (using a unique account number linked to your card) will be made. If the attempt to apply your payment is unsuccessful, the funds will be returned to your bank account.

If you forget to enter the reference number on a Reload, an attempt to manually match your payment to your card order (using a unique account number linked to your card) will be made. If the attempt to apply your payment in the original currency selected is unsuccessful, the funds will be credited to the default currency of your card at the applicable foreign exchange rate at the time it is processed. You will not receive the locked in rate quoted on your Reload.

What if I do a Reload without first locking in an exchange rate?

If you make a payment by Bank Transfer to your card without first locking in an exchange rate (by using the Westpac Global Currency Card website) your funds will be loaded to the default currency of your card (at the applicable foreign exchange rate) at the time it is processed. If your payment is unable to be applied using the details given, the funds will be returned to your bank account. There is no minimum amount for this method of Reload.

Can I load an amount of less than NZD$250?

You are able to do this by Bank Transfer only, and cannot have locked in an exchange rate via the Westpac Global Currency website first. The funds will be loaded in your default currency. If your payment is unable to be applied using the details given, the funds will returned to your bank account.

How long does it take for my Load / Reload to be processed?

Payments by Debit Mastercard are processed immediately. This means that for initial Loads your card will loaded and dispatched on the same business day provided your order is completed before 6pm NZT. Reloads paid for by Debit Mastercard will update the currency balance on your card immediately and the funds are available for you to spend on your card straight away.

Loads and Reloads which are paid for by Bank Transfer from your online banking may take up to two business days to process. Your card will be dispatched, or your currency balance updated, once the Bank Transfer payment has been received and processed.

What if I only have a Debit Visa?

Payment by Debit Visa card is not currently supported. If you do not have a Debit Mastercard then you can pay via a Bank Transfer from your online banking.

Can I pay by credit card?

No, it is not possible to pay for your Load or Reload using any form of credit card.

 

Lost / Stolen / Damaged Cards

What do I do if my card is lost, stolen or damaged?

If the card is lost, stolen or damaged while you are in New Zealand, you can request a replacement by contacting Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand). Replacement cards are sent to you at your nominated address and cards cannot be delivered overseas.

What do I do if my card is lost, stolen, damaged or doesn’t work when I’m travelling overseas?

See the Contact Us page for the number to call (call charges may apply) to report a lost/stolen card/s as soon as possible.

Who do I contact if I have I lost or had my card/s stolen and need Emergency Cash?

Emergency Cash is an option when you are travelling and have lost or had your card stolen and are reliant on funds on the card. Contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

If I do need Emergency Cash and it has been approved, how long can I expect it to take to receive it?

The process to have the Emergency Cash transferred to the emergency cash store is usually within 20 minutes. In remote locations, and where Emergency Cash Store services are limited, this process may take longer.

Is there a limit on the amount of Emergency Cash that will be given?

Yes. Emergency cash limit is up to the available balance on your card.

 

Expired Cards / Close your account

My card is about to/has expired. Will I still be able to access the funds on my card?

The card cannot be used after it has expired. However, you will still be able to Cash Out, less any applicable fees

My card is about to/has expired. What do I need to do to receive a new one?

You will need to obtain a new card (and load a new minimum spend of NZD250 or equivalent on to it – no matter what the balance of your soon to be expired or expired card is). You can contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand) for a balance transfer of any residual funds onto your new card.

Note: The card cannot be used after it has expired. However, you will still be able to cash out, less any applicable fees

I no longer want my card. How do I close my account?

Please contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

 

Other

What do I do if I forget my PIN?

You can reset your PIN online through ‘My Account’.

I’ve forgotten my User ID or password for ‘My Account’. What do I do?

You can reset your password online.

How do I change my address?

Contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

How do I change my name on the card?

Contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

What is the process for deceased estates?

Contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

How do I contact the 24/7 Customer Emergency Global Assist?

Call 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

Where can I lodge a complaint?

You can lodge a complaint using the options available on complaints procedure.

I want to dispute a merchant charge/ATM withdrawal on my card. What do I need to do?

If you notice an error in any transaction on your card you should attempt to communicate directly with the merchant to resolve a dispute. If it can’t be resolved and you wish to dispute a transaction on your card, complete the dispute form, contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand) to start the dispute/chargeback process.

What are Dynamic Currency Conversion payments?

Some merchants may offer Dynamic Currency Conversion (DCC) that allows you to pay in NZD or another currency when you are spending overseas or online. Accepting the offer to settle in another currency may result in unnecessary conversion costs as the merchant may apply a foreign exchange margin to convert the transaction currency into NZD or another currency, in which case additional currency conversion fees may apply. If you have the local currency loaded on your Westpac Global Currency Card, you may avoid DCC by using the local currency loaded of that transaction when it is loaded onto your Westpac Global Currency Card.


^ The exchange rate for each Load/Reload is locked in at the prevailing exchange rate at the time of the transaction. Mastercard will notify customers via the website of the rate that will apply at the time they request the Load/Reload.

In locations where the pre-loaded currencies aren't accepted, a currency conversion fee will apply. See Limits and Fees for more details