1. About Qantas Cash

  • What is the Qantas Card and Qantas Cash?

    It’s still your Frequent Flyer membership card but by applying for and activating the Qantas Cash prepaid payment facility, you can load the card with money that can be spent at home and abroad wherever MasterCard® is accepted1 - plus earn Qantas Points on eligible purchases2.

    You can use Qantas Cash to make purchases at home, overseas, or while shopping online with your favourite retailers. Plus, Qantas Cash allows you to lock in exchange rates3 on multiple currencies4 before you travel to help you manage your spending.

    You’ll earn 1 Qantas Point for every NZ$1 equivalent you spend on eligible purchases2 in foreign currency. You’ll also earn 1 Qantas Point for every NZ$2 you spend on eligible purchases2.

    Qantas Cash is available to eligible Qantas Frequent Flyer members aged 16 years and over with a New Zealand residential address.

  • When will I receive my new Qantas Card?

    New Qantas Cards with the option of Qantas Cash will be sent to eligible Qantas Frequent Flyer members throughout November 2015.  If you are a Qantas Frequent Flyer member and do not  receive a new card in the post, simply call 0800 101 500 or click here to request the card. 

  • How does the Qantas Card work and what do I need to do?

    The Qantas Card is ready to use as your Frequent Flyer membership card, however to start using the Qantas Cash facility you need to apply to activate online and complete an identification check at qantascash.co.nz

    Once activated, you can load money onto the Qantas Cash facility via Bank Transfer. Funds are usually received within 2 business days however this may take longer if payment is made after 2pm NZST.

    Once money has been loaded onto the card, you can choose from the following:

    1.  Spend the money at a MasterCard merchant (in person or over the phone/internet)1;

    2.  Withdraw money from an ATM (wherever the MasterCard symbol is displayed)1. Some ATM operators may charge their own fee or set their own limits;

    3.  Convert money to another currency available on Qantas Cash4;

    4.  Transfer funds to other members with an activated New Zealand Qantas Cash facility; or

    5.  Cash out.

    You’ll earn Qantas Points for eligible purchases made using the Qantas Cash facility2.

    You can also view balances, transaction history and transfer funds online at qantascash.co.nz.

     

  • What if I don’t want to use Qantas Cash?

    If you don’t want to use Qantas Cash you don’t need to do anything. The Qantas Cash facility on the card is inactive when you first receive it.

    The card can’t be used to make payments unless you successfully apply to activate and load Qantas Cash.

    Your new Qantas Card gives you access to all of the same Qantas Frequent Flyer benefits as your previous card, so you can continue to use the card as usual.

  • Does Qantas Cash mean that Qantas is now also a bank?

    No, Qantas is not a bank. Qantas Cash is issued by Travelex Card Services Limited. Travelex Card Services Limited is a registered financial services provider in New Zealand, and issues Qantas Cash under an arrangement between it, Qantas and MasterCard Prepaid Management Services (NZ) Limited. Please refer to the Product Disclosure Statement for more information.

  • What are the benefits of the new Qantas Card with Qantas Cash?
    • Earn Qantas Points on eligible purchases at home, abroad and online2. You can also ‘double dip’ when you spend with Qantas Frequent Flyer program partners using Qantas Cash – you’ll earn Qantas Points for eligible purchases from both the program partner and Qantas Cash;2
    • Saves you from carrying cash and allows you to lock-in exchange rates3 on multiple currencies4;
    • Shop faster with MasterCard contactless where available - no signature or PIN is required for purchases under NZ$805;
    • Save on fees. Travel with confidence knowing there are no monthly account fees or money loading fees, plus lock in the exchange rate to avoid hidden conversion fees4 (refer to the Product Disclosure Statement for a full list of fees);
    • Transfer and manage funds online at qantascash.co.nz;
    • 24/7 access to Global Emergency Assistance;
    • Good for budgeting as you can keep track of how much has been loaded.
  • Why does the Qantas Card have two sides?

    The Qantas Card is dual-sided to give you access to Qantas Cash and Qantas Frequent Flyer program benefits. Side one is your Frequent Flyer membership card, displaying your name, membership number and join date. If applicable, your membership anniversary date will also be shown.

    Side two is your Qantas Cash prepaid MasterCard facility, displaying your name, 16-Digit Qantas Cash number, Qantas Cash expiry date, CVC number, signature stripe, the MasterCard contactless and the MasterCard logo.

    Your CVC (Card Verification Code) is the three digit code printed in the signature panel of your card. This code provides an additional layer of protection to your card. Some merchants may request your CVC number when you make a purchase online or over the phone.

  • Is Qantas Cash a credit card or a debit card?

    Qantas Cash is neither a credit card nor a debit card. Qantas Cash is a prepaid payment facility.

    Unlike a credit card or debit card, Qantas Cash doesn’t give you access to credit, so you always have the control of only being able to spend what you’ve loaded.

    Unlike a debit card, Qantas Cash isn’t linked to your bank account.

  • Do I get a line of credit or overdraft with Qantas Cash?

    No, there is no line of credit or overdraft available with Qantas Cash.

  • I am a Qantas Club member and a Qantas Frequent Flyer member and have a Qantas card and a Qantas Club card. Do I need both cards?

    Yes, you need both cards. Your existing Qantas Club card is the card you need to access all the benefits of your Qantas Club membership, including entry to Qantas Lounges across New Zealand and around the world.

    The Qantas Card we’ve sent you is your new Qantas Frequent Flyer membership card with the option of Qantas Cash, an innovative prepaid payment facility which is not available on Qantas Club cards. Both cards are Q-chip enabled so you can also use either for Faster, Smarter Check-in at selected airports.



2. Applying for Qantas Cash

  • What do I do if I’m unable to activate Qantas Cash online?

    If your online Qantas Cash identity check was unsuccessful, there are still a couple of things you can do.

    Once you have been notified that your online Qantas Cash identity check was unsuccessful, a Qantas Cash identity verification form containing the personal details entered during the online process will be emailed to you. This email will also detail other ways we may be able to verify your identity.

    You’ll be able to choose to either email us with a copy of two accepted forms of ID, or visit a participating NZAA centre to verify your identity in person.

    If you visit NZAA, simply print the pre-populated Qantas Cash identity verification form you received with the email and take it to a participating NZAA centre with two accepted forms of identification. You’ll find the accepted forms of identification on the Qantas Cash identity verification form. Before visiting NZAA, check the form has the same details as your identity documents. If the details on your form don’t match your identity documents you’ll need to update your details at qantascash.co.nz and print a new form. See What if the details on the Qantas Cash identity verification form are incorrect? for more information.

  • What if the details on the Qantas Cash identity verification form are incorrect?

    Log into your account using the password you created during the activation process. This password is still active although your online application was not successful.

    You’ll be prompted to review the details you’ve entered and update as required. Once your details have been updated, print a copy of the form to take with you to a participating New Zealand Automobile Association centre to complete the verification process.

  • How do I get my card PIN?

    You’ll be asked to select your PIN online during the Qantas Cash activation process. However, if you have forgotten your PIN, or you wish to change your PIN at any time, you can do so simply by logging into your Qantas Cash facility and selecting ‘Card settings’. You can also select or change your PIN by calling MasterCard Qantas Cash Global Support on 0800 101 500 and following the prompts.

    You’ll need your PIN to make purchases at point of sale and to withdraw cash at ATMs. We recommend you memorise your card PIN to prevent unauthorised use of your card.

  • Can I change my PIN?

    Yes. Once you've activated Qantas Cash, you can change your PIN online at any time by logging in to your account and selecting ‘Card settings'.

    Your PIN can also be changed by calling MasterCard Qantas Cash Global Support on 0800 101 500 or +61 1300 825 302, if overseas,and following the prompts.

  • Is my card PIN different to my Qantas Frequent Flyer PIN?

    Yes. You can choose your own Qantas Cash PIN and we recommend you choose a PIN that is different to your Qantas Frequent Flyer PIN.

     



3. Currencies & Exchange Rates

  • Which currencies are available on Qantas Cash?

    You can load any of the following currencies:

    1.  New Zealand Dollars (NZD)

    2.  Australian Dollars (AUD)

    3.  United States Dollars (USD)

    4.  Euros (EUR)

    5.  Great British Pounds (GBP)

    6.  Japanese Yen (JPY)

    7.  Canadian Dollars (CAD)

    8.  Hong Kong Dollars (HKD)

    9.  Singapore Dollars (SGD)

    Note: The card will still work when spending in a country that uses a different currency than those listed above so long as the merchant accepts MasterCard1.The system will automatically convert funds into the currency required to make the purchase. Fees and charges apply and are detailed in the Product Disclosure Statement.

  • Which exchange rate applies to Qantas Cash?

    An exchange rate set by Qantas will apply when you load funds to the card or transfer funds between currencies and to other Qantas Cash New Zealand members. The exchange rates will be displayed to you before proceeding with the transaction. For example:

    • If you complete a Bank Transfer load at qantascash.co.nz; and
    • If you transfer funds from one currency to another, or to a different currency in another New Zealand member’s Qantas Cash facility via qantascash.co.nz.

    The MasterCard wholesale foreign exchange rate plus a currency conversion fee of 2.5% of the transaction value will apply when a currency conversion is required to complete a purchase transaction or ATM withdrawal.   

    For example:

    • If you transact in a currency that is not available on the card, e.g. Brazilian Reals;
    • If you transact in a currency that isn’t loaded to the card, e.g. If you make a purchase in USD when you don’t have USD loaded to the card; or

    When you draw on funds in other wallets to complete a transaction, e.g. If you make a USD 50 purchase and only have USD 20 and NZD 100 loaded to the card.  The USD 20 will be used and the balance of the transaction will be funded in NZD, and converted to USD, at MasterCardforeign exchange rates plus a currency conversion fee of 2.5%.

    For full details regarding exchange rates refer to the Terms and Conditions.

  • Can I use Qantas Cash if the local currency isn’t available?

    Yes, you can use Qantas Cash if the local currency isn’t available on the card but you have other currencies available.

    The transaction will be converted at the MasterCard wholesale foreign exchange rate from your available currency balances using the default order of priority. The default order of priority is New Zealand Dollars (NZD), Australian Dollars (AUD), United States Dollars (USD), Euro (EUR), Great British Pounds (GBP), Japanese Yen (JPY), Canadian Dollars (CAD), Hong Kong Dollars (HKD) and Singapore Dollars (SGD).  A currency conversion fee of 2.5% of the transaction value will also apply. 

    For further detail on the order of priority see What happens if I make a purchase in foreign currency and don’t have enough money in that currency on my card? or What will happen if the local currency isn’t available to load on Qantas Cash?.

  • What will happen if the local currency isn’t available to load on Qantas Cash?

    If you visit a destination where the local currency is not available on the card, for example, Brazil, you can still transact using Qantas Cash as long as you have other currencies available and MasterCard is accepted1.

    The transaction will be converted from the highest currency available in the order of priority above. This will attract a 2.5% currency conversion fee.

    For example, if you are in Brazil and withdraw Brazilian Real BRL 50.00 from an ATM using the NZD funds on your card:

    • Assuming the MasterCard foreign exchange rate is NZD 1.00 = BRL 0.746 the NZD cost before the currency conversion fee is applied will be NZD 67.02 (1/0.746 x BRL 50.00)
    • After the currency conversion fee of NZD1.67 (NZD 67.02 x 2.5%) is applied the cost to you will be NZD 68.69, which will be deducted from your NZD wallet

    For full details regarding exchange rates refer to the Terms and Conditions.

  • What happens if I make a purchase in a foreign currency and I don’t have enough money in that currency on my card?

    If you don’t have sufficient funds in local currency to pay for a transaction, the balance of the transaction will be automatically processed using available funds from other currencies in the following order of priority:

    1.  New Zealand Dollars (NZD)

    2.  Australian Dollars (AUD)

    3.  United States Dollars (USD)

    4.  Euros (EUR)

    5.  Great British Pounds (GBP)

    6.  Japanese Yen (JPY)

    7.  Canadian Dollars (CAD)

    8.  Hong Kong Dollars (HKD)

    9.  Singapore Dollars (SGD)

    Transactions requiring a currency conversion will attract a currency conversion fee of 2.5% of the transaction value. 

    If you don’t have enough funds available across all of your currencies to complete a transaction, the transaction may be declined or the retailer may allow you to pay the balance by other means.

  • Should I pay in New Zealand dollars instead of the local currency when I’m overseas?

    Some overseas merchants or ATM operators may give you the option of paying in the local currency or NZD (this is called Dynamic Currency Conversion or DCC). 

    If you make a purchase or ATM withdrawal in a country where the local currency is the same as a currency in your Qantas Cash facility (e.g. using your US Dollar funds in the USA) and you opt in to a DCC service, this may result in a foreign exchange transaction at additional cost to you as the card will seek to transact in New Zealand Dollars.

    If you have funds loaded in your Qantas Cash facility in the currency of the country you are in, you should not opt in to DCC.  If the merchant gives you the option of paying in NZD please note that they will be able to determine the exchange rate used to convert your NZD to the local currency. However if you do use DCC, remember, you'll earn Qantas Points at the same rate as spending in New Zealand Dollars – 1 Qantas Point for every NZ$2 you spend, rather than 1 Qantas Point for every NZ$1 you spend on eligible purchases2.

  • Do fees apply if I don’t have the local currency on my card?

    Yes, transactions requiring a currency conversion will attract a currency conversion fee of 2.5% of the transaction value. 

    For example, if you only have GBP loaded to your card, but you make a purchase in USD, the GBP will be converted to USD at the daily MasterCard wholesale foreign exchange rate.  A currency conversion fee of 2.5% of the transaction value will also apply.



4. Using Qantas Cash

  • How do I use Qantas Cash?

    To get started using Qantas Cash, you can apply for and activate your card online at qantascash.co.nz. We recommend you keep your New Zealand Driver Licence or Passport handy during this process.  If you don’t have a New Zealand Driver License or Passport see What if I don’t have a New Zealand passport or Driver Licence?

    Once activated, you can load funds to your card via qantascash.co.nz or directly from your bank account. You can then start earning Qantas Points on eligible purchases2 made overseas or at home, in-store or online wherever MasterCard is accepted1.

    Once you start using Qantas Cash, you can view balances, transaction history and move funds between currencies online at qantascash.co.nz.

  • Where can I use Qantas Cash?

    You can use Qantas Cash everywhere MasterCard is accepted, including in store, at ATMs and online1 or you can use Qantas Cash to pay your bills online or over the phone1.

    You’ll have the additional security and convenience of not having to carry cash, knowing that it’s accepted at millions of MasterCard locations worldwide1.

    The Qantas Card with Qantas Cash enabled is also great for online shopping and comes with MasterCard Zero® Liability5 which can protect against fraud and unauthorised charges.

    Qantas Cash also includes MasterCard contactless to save time on everyday purchases under NZ$805, like coffee or groceries. Where available, a simple tap of your card is all it takes to pay so it’s perfect when you’re in a hurry.

  • Do I press Cheque, Savings or Credit when I make a purchase or withdraw cash using Qantas Cash?

    You must press Credit when making purchases or withdrawing cash with Qantas Cash.

  • Does the card come with MasterCard contactless?

    Yes, Qantas Cash is enabled with MasterCard contactless, making it convenient for everyday purchases.

    MasterCard contactless is the faster way to pay for purchases under NZ$805 simply Tap&Go. You won’t need to key in your PIN or sign an authorisation. 

    You can also use MasterCard contactless for purchases over NZ$805 but you will need to authorise the transaction with your signature or card PIN.

  • I’d like to use Qantas Cash in the United States – will my card be accepted?

    You can use Qantas Cash at home and overseas, at millions of MasterCard locations worldwide, including the United States1. When travelling with Qantas Cash in the United States, we recommend you let the merchant know to process your purchase as a Credit transaction. It is also likely that you will need to swipe your Qantas Card and authorise the purchase with your signature.

    If you ever experience any issues with acceptance of your Qantas Card, you can contact us via phone on 0800 101 500 (from New Zealand) or +61 1300 825 302 (if overseas) or via email at customercare@qantascash.com.

  • What is a pre-authorisation?

    A pre-authorisation is a hold over card funds. Hotels, cruise lines and car rental companies may estimate the cost of your bill and ask you to provide a card as a guarantee. This will place a hold on funds, which cannot be used to make transactions, and can last up to 30 days.

    If a merchant requests a pre-authorisation we recommend using a credit or debit card, instead of Qantas Cash. As Qantas Cash is a prepaid facility a pre-authorisation will temporarily reduce your available funds. You can still settle your final bill with Qantas Cash.

    If you do use Qantas Cash for a pre-authorisation and need access to the held funds within the 30 day period, you’ll need to contact the merchant directly to request they lift the pre-authorisation.

  • Can I view my Qantas Cash balances at overseas ATMs?

    Some ATMs will display your total Qantas Cash balance in local currency. 

    For up to date balances for each currency, login at qantascash.co.nz or call MasterCard Qantas Cash Global Support on 0800 101 500 at any time.

  • What if my PIN is blocked at an ATM or in-store?

    If you key in your card PIN incorrectly three times at an ATM or in-store your card PIN will be blocked. 

    If you need assistance reactivating your card PIN, contact MasterCard Qantas Cash Global Support on 0800 101 500 from within New Zealand, or +61 1300 825 302 if overseas, at any time.

  • Can I use Qantas Cash to pay for flights at qantas.com?

    You can use Qantas Cash everywhere MasterCard is accepted1, including at qantas.com.

     

  • Can Qantas Cash be used for Qantas in-flight duty free purchases?

    Qantas Cash cannot be used for Qantas in-flight duty free purchases - only credit cards are accepted for in-flight payment.

  • Why would an online transaction be declined if I have enough money to complete the purchase on the card?

    A transaction may be declined if you’re shopping online and use a different billing address to the address you used to apply for Qantas Cash. Your billing address and Qantas Cash address must match. 

    You can update your Qantas Cash address at any time by contacting MasterCard Qantas Cash Global Support on 0800 101 500 .

  • Why has a transaction been declined when I have enough funds on the card to complete the purchase?

    For some purchases, a minimum balance on your Qantas Cash facility is required to pre-authorise the transaction. These include:

    • Purchases at an automated fuel pump – minimum balance of NZ$125 (or foreign currency equivalent) required.


    If you spend less than these minimum pre-authorisation amounts you will not be charged for the excess; however any unused portion of the minimum pre-authorisation amount may be temporarily unavailable.

  • What should I do with my card when I return from overseas?

    You can continue to use your Qantas Cash facility to earn Qantas Points at home by making eligible purchases in store or online2.

    If you have funds remaining in foreign currency, you may wish to transfer funds to New Zealand dollars or use them at an online retailer to make a purchase in that currency. 

    As Qantas Cash is MasterCard contactless enabled you can easily use the card for everyday purchases up to NZ$805 at home – simply Tap&Go.

    You can also withdraw remaining funds at any ATM which accepts MasterCard1.

    You can unload part or all of your Qantas Cash balance at any time via qantascash.co.nz. This will transfer funds to your nominated New Zealand bank account. 

  • Is there anything I need to do before I go overseas?

    Once you have successfully applied to activate Qantas Cash and loaded your card with funds you should also do the following:

    Check SMS Security settings on your Internet Banking:

    If you plan on using Bank Transfer to load your card whilst overseas (either via qantascash.co.nz or your internet or telephone banking) check if you have SMS security set up for payments to third parties.

    If so, make sure you have international roaming on your phone so you can receive the SMS security codes whilst travelling. Otherwise you will not be able to authorise the Bank Transfer payment.

    Alternatively you may wish to disable SMS security or setup Qantas Cash as a preferred biller. Speak to your bank or financial institution for further information.

    Make sure you know your PIN:

    Some countries may not accept a signature as verification when making a purchase, plus, you’ll need your PIN for ATM withdrawals - so make sure you memorise your PIN before you leave home.

    You can set your PIN by calling MasterCard Qantas Cash Global Support on 0800 101 500 (from New Zealand) MasterCard Qantas Cash Global Support or +61 1300 825 302 (outside New Zealand) and following the prompts.

     

    Check your Qantas Cash contact details are valid for your trip:

    If you plan to use a different mobile phone or email address while you’re overseas, update your contact details before you leave home so we can reach you if needed (for example, if we notice any unusual activity on your card). Just remember to update again with your regular contact details when you return home.

    Arrange back up payment sources

    No matter how you choose to make payments whilst overseas, you should always have a backup. You may choose to take a backup credit card, debit card or a small amount of foreign cash.

    If your Qantas Card is lost or stolen whilst you are overseas, you’ll have access to 24/7 Global Emergency Assistance, for help with emergency cash6. Contact MasterCard Qantas Cash Global Support on 0800 101 500  or +61 1300 825 302, if overseas, for assistance if needed. 

  • Can I arrange a back-up or secondary card?

    No, a back-up or secondary Qantas Card is not available. If needed, you’ll have access to 24/7 Global Emergency Assistance, for help with emergency cash6, if your Qantas Card is lost or stolen. Contact MasterCard Qantas Cash Global Support on 0800 101 500 or +61 1300 825 302, if overseas, for assistance if needed. 

  • Which fees apply to Qantas Cash?

    You can find our fees in the Product Disclosure Statement.

  • Which limits apply to Qantas Cash?

    You can find our limits in the Product Disclosure Statement.

  • Are there any countries or geographical regions that Qantas Cash won’t work in?

    Currently Qantas Cash cannot be used in the following countries and geographical regions due to sanctions that are currently in place: Crimea, Iran, North Korea, Sudan and Syria. If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries and geographical regions, your request will be declined. In addition, the ATMs and POS terminals are not owned or operated by the Issuer or MasterCard Prepaid Management Services (NZ) Limited and the Issuer and MasterCard Prepaid Management Services (NZ) Limited are not responsible for ensuring that merchants will accept the Card. For example, the Issuer and  MasterCard Prepaid Management Services (NZ) Limited cannot control when an ATM or POS terminal is due for maintenance or is faulty or if a merchant chooses not to accept the Card. In such cases, your Card may not function properly or be declined. For more information please see the Product Disclosure Statement.



5. Earning Points

  • How do I earn Qantas Points using Qantas Cash?

    You’ll earn Qantas Points on eligible purchases2 overseas, at home or online at the following rates:

    – 1 Qantas Point per NZ$ 1 equivalent spent in foreign currency on eligible purchases2

    – 1 Qantas Point per NZ$ 2 spent on eligible purchases2

  • Which transactions are eligible to earn Qantas Points?

    You can earn Qantas Points on eligible purchases2 made using Qantas Cash.

    Eligible purchases include all purchases of goods and services made using Qantas Cash, excluding:

    • Purchases of gambling chips, betting transactions, money orders, travellers cheques and foreign currencies in cash and purchases relating to adult entertainment;
    • Any fees, adjustments, transfers between currencies or to another account made on your Qantas Cash facility;
    • Any transaction that is reversed, refunded or charged-back; and
    • Cash withdrawals from ATMs.



6. Security

  • How secure is Qantas Cash?

    You can spend with confidence knowing your card is chip, PIN and signature secured; giving you added security against fraud. Qantas Cash is not linked to a bank account, so it’s a great option for making purchases overseas or online where MasterCard is accepted1.

    You’ll have the additional security and convenience of not having to carry cash, as MasterCard is accepted at millions of locations worldwide1.

    You’re covered by our 24/7 Global Emergency Assistance service if your card is lost or stolen. If you need help or a reminder of your card PIN, contact MasterCard Qantas Cash Global Support on  0800 101 500 or +61 1300 825 302, if overseas.

  • Who holds cardholder funds, and is my money safe?

    Travelex Card Services Limited is the Issuer of Qantas Cash and Qantas Cash cardholders’ contractual relationship is with Travelex Card Services Limited rather than Qantas. Qantas Cash cardholders are not financially exposed to Qantas. Under the MasterCard rules Travelex Card Services Limited is liable at all times to settle all legitimate cardholder transactions. Further information can be found in our Product Disclosure Statement.

  • Am I covered if a fraudulent transaction is made on my card?

    You’ll be protected by the MasterCard Zero Liability5 policy for unauthorised transactions made using your card in-store, online or over the phone.  You’ll need to take reasonable measures to protect your Qantas Card and PIN from unauthorised use for the policy to apply.  Refer to the Qantas Cash Product Disclosure Statement for further information.

    If you suspect that your card or card PIN has been compromised contact MasterCard Qantas Cash Global Support immediately on 0800 101 500 or +61 1300 825 302, if overseas.



7. Loading & Transferring Funds

  • What are my options for loading Qantas Cash?

    Once you’ve activated Qantas Cash, you can load in any of the available currencies4. There are no load fees with Qantas Cash. See Fees and Limits for more information.

    You have different options for loading Qantas Cash.  You can either:

    1)     Load via qantascash.co.nz using Bank Transfer;

    2)     Load via your bank using Bank Transfer.

    Each option has different benefits.

    Load via qantascash.co.nz:

    Loading via qantascash.co.nz using Bank Transfer gives you full visibility of the load amount in foreign currency before you transfer funds to your card. This is a great option if you find current exchange rates attractive or if you want to load multiple currencies at once. Simply visit qantascash.co.nz and login to your account or see How do I load Qantas Cash via qantascash.co.nz using Bank Transfer? for more information.

    Load via your bank:

    Loading directly via your bank using Bank Transfer is a great option if you plan on spending at home. If you have travel plans, you can change your default currency to the local currency of your next destination and your load will automatically be processed to that currency. The exchange rate, if your default currency is not set to NZD, will be applied at the time the transfer is processed, not at the time you initiate the transfer. See How do I load Qantas Cash via my bank using Bank Transfer? for more information.

  • How do I load Qantas Cash via my bank using Bank Transfer?

    Load via your bank using Bank Transfer:

    Bank and Branch Number: 02-1284

    Account Number: Your unique 10 digit Qantas Cash account number

    Account Name: ‘your name’

    To get your unique account number log in at qantascash.co.nz and select ‘Settings’ then ‘Load Settings’.

    To load funds simply visit your internet banking website; log in and make a payment via bank transfer.  Funds will be loaded into your default currency, which is initially set to NZD when you first receive your card, but can be changed at any time.

    Did you know?

    If you want to lock-in your exchange rate3 or load multiple currencies4 you’ll need to load via qantascash.co.nz. See How do I load Qantas Cash via qantascash.co.nz using Bank Transfer? for more information.

    The exchange rate, if applicable, will be the rate at the time of processing. 

  • How do I load Qantas Cash via qantascash.co.nz using Bank Transfer?

    Login to My Account and choose ‘Load’ from the menu. Select the currencies you want to load and select to pay via Bank Transfer and follow the prompts.

    Loading with Bank Transfer:

    If you load via Bank Transfer we’ll provide you with a 10 digit reference number to enter when you complete the transfer via your internet banking.

    Simply log in to your internet banking and make a payment using the Bank and Branch Number 02-1284, your unique account number, and the reference number provided. This reference number allows you to lock-in your exchange rate and can be used once only - we’ll provide a new reference number each time you load at a locked in exchange rate. The account number that we provide to you is not a bank account and cannot be used by you to make any other payments.

    If you plan on spending at home in NZD, you may prefer to load directly from your financial institution via Bank Transfer. See How do I load Qantas Cash via my bank using Bank Transfer? for more information.

  • Can I use the same Bank Transfer reference number every time that I load Qantas Cash?

    When loading at the exchange rate at time of processing:

    If you load via your bank account using Bank Transfer you don’t need a reference number. Simply load using the Bank and Branch Number 02-1284, your unique account number and your name. To get you unique account number log in at qantascash.co.nz and select ‘Settings’, then ‘Load Settings’.

    When loading at locked in exchange rates:

    If you load using Bank Transfer via qantascash.co.nz you’ll be provided with a unique reference number to allow you to lock in your exchange rates each time you load3.  This reference number can be used once only and we’ll provide a new unique reference number each time that you load at locked in exchange rates. 

     

  • What are the Bank Transfer details to load Qantas Cash?

    To load by Bank Transfer you’ll need to use the Bank and branch number and your unique account number. The Bank and branch number is the same for all members however your account number is unique, and applies to your facility only

    Bank and Branch Number: 02-1284

    Account Number: Your unique 10 digit account number

    Name: ‘your name’

    To get your unique account number log in and select ‘Settings’ then ‘Load Settings’.

    If you load directly via your bank using Bank Transfer funds will be loaded in your default currency.  Your default currency is initially set to NZD; however you can change to any of the available currencies at any time at qantascash.co.nz.

    If you load via qantascash.co.nz we’ll also provide you with a reference number to allow you to lock in your exchange rates each time you load3. This reference number can be used once only and we’ll provide a new reference number each time you load at a locked in exchange rate3

    Your unique account number is not a bank account and cannot be used by you to make any other payments.

  • Are the Bank Transfer details to load Qantas Cash the same for all members?

    No. The Bank and branch number is the same, but the account number is different for each member.

    To get your unique account number log in and select ‘Settings’ then ‘Load Settings’.

  • How long do Bank Transfer loads take to process?

    If your load is completed via internet banking by 2pm NZST, funds should be received to your Qantas Cash facility within 2 business days. However, load times may vary between financial institutions including when your transfer is made after 2pm NZST, outside business hours, or prior to or on a weekend or public holiday. For example:

    Load completed by internet banking on:

    Load received to Qantas Cash on:

    Monday to Friday prior to 2pm NZST

    2 business days later

    Monday to Friday after 2pm NZST

    3 business days later

    Weekends

    3 business days later  – e.g. Wednesday, unless Monday, Tuesday or Wednesday is a public holiday

    Public holidays

    3 business days  later


    Note: the above information is a guide only and does not guarantee when funds will arrive to your facility. Load times may vary depending on your financial institution.

  • What currency will funds be loaded in?

    If you load via qantascash.co.nz using Bank Transfer you can load funds in your choice of currencies4 and lock-in the exchange rates3

    If you load via your bank using Bank Transfer funds will be loaded in your current default currency. Your default currency is initially set to NZD; however you can change to any of the available currencies at any time at qantascash.co.nz.  

    If you change your default currency before the Bank Transfer payment is processed to your card, we’ll complete the load in the default currency at the time of processing. 

    For example, if your default currency is set to NZD, and you complete a Bank Transfer load and change your default currency to EUR before the load is processed, funds will be allocated to your EUR currency.

  • Can I load funds in more than one currency?

    Yes, you can load in multiple currencies4 if you load via qantascash.co.nz

    However, if you load directly via internet banking using Bank Transfer your load will be processed to your default currency.

    Your default currency is initially set to NZD; however you can change to any of the available currencies4 at any time at qantascash.co.nz.  You can only set one default currency at a time.

  • Can I load funds to Qantas Cash directly in foreign currency from a foreign currency bank account?

    No, it is not possible to directly transfer foreign currency from a foreign currency denominated bank account to your Qantas Cash facility. If you change your default currency to a foreign currency you can load via Bank Transfer in New Zealand Dollars from a New Zealand financial institution and we’ll convert that to your default currency at the prevailing exchange rate. Alternatively you can lock in an exchange rate3 at qantascash.co.nz and we'll tell you the New Zealand dollar amount that you need to transfer to finalise the load. See What are my options for loading Qantas Cash? and the Product Disclosure Statement for more information.

  • Can I set up a regular bank transfer to load my Qantas Cash facility?

    Yes. Provided that your financial institution provides this service simply contact them or log in to your internet banking to set up a regular transfer to load your Qantas Cash facility.

    When setting up the transfer, you’ll need to know the Bank and branch number, and your unique account number. The Bank and branch number is the same for all members however your account number is unique, and applies to your facility only.

    Bank and Branch Number: 02-1284

    Account Number: Your unique 10 digit account number

    Name: ‘your name’

    To get your unique account number log in and select ‘Settings’ then ‘Load Settings’.

  • Can my salary be loaded to my Qantas Cash facility each time I’m paid?

    Yes, your salary (or part of it) can be loaded directly to Qantas Cash.

    You’ll need to provide your employer with the Bank and branch number and your unique account number. The Bank and branch number is the same for all members however your account number is unique, and applies to your facility only.

    Bank and Branch Number: 02-1284

    Account Number: Your unique 10 digit account number

    Name: ‘your name’

    To get your unique account number log in and select ‘Settings’ then ‘Load Settings’.

  • How do I transfer funds off my card?

    There are a number of ways to obtain funds from your card.

    You can unload part or all of your Qantas Cash balance at any time via qantascash.co.nz. This will transfer funds to your nominated New Zealand bank account. 

    You can withdraw funds from any ATM which accepts MasterCard, or make purchases in-store or online1. Qantas Cash is MasterCard contactless enabled making it convenient for everyday payments in New Zealand.

  • Can I set up a direct debit from my Qantas Cash facility?

    No. The Bank Transfer account number that we provide to you does not constitute a deposit account and is provided solely for the purpose of enabling you to load funds onto your Qantas Cash facility. In particular, you are unable to use the Bank branch number and account details to make any other payments, including but not limited to direct debit payments.

  • How do I transfer funds between currencies?

    You can move funds between currencies4 at qantascash.co.nz.

    Once logged in, select the currency you want to move funds from, enter the amount you’d like to move and select the currency you want to move funds to. 

    We’ll display the exchange rate and amount of the new currency before you confirm the transfer, so you’ll always know your locked-in exchange rate3.

  • Can I transfer funds to another member with a Qantas Cash facility?

    Yes, you can transfer funds to another member’s New Zealand Qantas Cash facility at qantascash.co.nz, as long the other member has successfully applied for Qantas Cash.  You’ll need to provide the member’s name and their Qantas Frequent Flyer number to setup the initial transfer. Once done, you can save them to your payees list to make it easier to transfer the next time.

    This is a free service and a great way to transfer funds to a friend or family member. For example, you could transfer funds after paying for a meal in a restaurant without the need to split the bill.

    A confirmation email will be sent to you and the other member once the transfer is complete.

    You cannot transfer funds to another member’s Australian Qantas Cash facility.

  • Can I load cash onto my card?

    No, you can only load your card from a New Zealand bank account. You can’t deposit cash in any currency directly onto your card.



8. Managing your Facility

  • How do I manage Qantas Cash online?

    You can manage Qantas Cash online via qantascash.co.nz.

    You can access qantascash.co.nz via your desktop or laptop computer or smart phone. 

    Within qantascash.co.nz you can:

    • Apply to activate Qantas Cash;
    • View currency balances;
    • View transaction history;
    • Transfer funds between currencies or to other members with an activated New Zealand Qantas Cashfacility;
    • Load in foreign currency or NZD;
    • Unload funds from your card to your nominated bank account;
    • Check your balance for Qantas Points earned using Qantas Cash in the last 30 days and 12 months;
    • View your account details;
    • Change your default load currency; and
    • View and download monthly Qantas Cash statements.
  • Is there a Qantas Cash mobile app?

    No. There isn’t a Qantas Cash mobile app for the New Zealand Qantas Cash facility. The current mobile app supports the Australian Qantas Cash facility only. However, qantascash.co.nz is designed to work across all devices including desktop, laptops, tablets and smartphones.

  • What is my ‘default currency’?

    Your default currency is initially set to New Zealand dollars. You can change your default currency at any time via qantascash.co.nz.

    If funds are sent to your card without a currency being specified via qantascash.co.nz, they will be loaded to the default currency.

    When you load your card directly from your bank account using Bank Transfer funds will automatically be loaded into your default currency.  For example, if your default currency is USD, loads will automatically be credited to your USD currency.

  • Why would I change my default currency?

    If you plan on travelling and want to load directly onto your card in local currency via your internet or telephone banking you can change your default currency to the local currency.  

  • Why is my pending transaction history showing that I’ve been charged more than I was expecting?

    Some merchants may add an additional amount to your transaction as an anticipated service charge or tip. This is common amongst both prepaid and debit cards and protects your card from unexpectedly going into a negative balance.

    The most common place for this to occur is bars and restaurants. Some restaurants or bars may add an additional amount to your bill as an anticipated service charge or tip. If the additional amount is not used for a service charge or tip, it will be temporarily held and then become available for you to use.  

    For example, if you spend $100 on a meal, you may be charged $120 ($100 plus an anticipated service charge or tip of $20, as 20% of the total amount). If you leave a $10 tip on your meal, bringing the total charge to $110, the remaining $10 portion of the anticipated charge may be temporarily unavailable until the transaction settles.

    Taxis may also add an additional amount on top of your anticipated fare to cover possible service charges, road tolls or tips (when a pre-authorisation is obtained against your card).

    Likewise, some petrol stations may apply a pre-authorisation (usually NZ$125) against your available balance when using an automatic ‘pay at pump’ service.

    Once the transaction is settled, the temporary hold on the anticipated charge will be lifted and any remaining funds will be available for you to use.

  • Why has a purchase I made in Japanese Yen been deducted from my available US Dollar balance, even though I have Japanese Yen loaded on my facility?

    Some Japanese merchants use US Dollars instead of Japanese Yen to process customer purchases. This can occur on prepaid, credit or debit cards. As a result, the available balance in your US Dollar wallet may be reduced by the equivalent amount in US Dollars until the transaction is settled by the merchant. Transactions usually settle within 5 business days. Once settled, the original transaction amount will be deducted from your Japanese Yen wallet if there are sufficient funds available, and the temporary hold against your US Dollar wallet will be removed. If there are insufficient funds available in Japanese Yen when the transaction settles, the purchase will be debited to other currency balances available and the currency conversion fee will be charged.  Refer to the Product Disclosure Statement for more information.

  • Why does a Japanese Yen purchase made from my Japanese Yen wallet show a different transaction amount, and why has a currency conversion fee been charged?

    Some Japanese merchants use US Dollars instead of Japanese Yen to process customer purchases. This can occur on prepaid, credit or debit cards. As a result, the transaction amount may be converted to the equivalent amount in US Dollars during processing. During this time, the equivalent amount in US Dollars (which may be different to the original transaction amount) may be held from the available balance in your Japanese Yen wallet, along with a currency conversion fee. Transactions usually settle within 5 business days. Once settled, the original transaction amount will be deducted from your Japanese Yen wallet if there are sufficient funds available, and the currency conversion fee hold removed. If there are insufficient funds available in Japanese Yen when the transaction settles, the purchase will be debited to other currency balances available and the currency conversion fee will be charged.  Refer to the Product Disclosure Statement for more information.

  • Why do I have transactions on my account that have ‘TRAVEL’ references?

    These transactions relate either to transfers between currencies, transfers to other New Zealand members with a Qantas Cash facility or transfer of funds to your nominated bank account. 

  • What currency balances are displayed at qantascash.co.nz?

    Within qantascash.co.nz you’ll see the balances for each currency loaded on the dashboard. 

  • Will I receive notification emails when I use Qantas Cash?

    You’ll receive email notifications confirming your completed transactions and keeping you informed of account activity. We’ll send notifications to your Qantas Cash email address when you:

    • Successfully complete your application;
    • Load your card with funds;
    • Change your password or personal details;
    • Transfer funds between currencies;
    • Transfer funds to another New Zealand member with Qantas Cash activated; or
    • Transfer funds to your personal bank account.
  • Why are some of my transactions missing from my transaction history?

    All of your transactions, including pending transactions will be shown on qantascash.co.nz. Pending transactions are transactions which have not yet settled. Pre-authorisations and tolerances may result in a pending transaction. 

    For pending transactions, the transaction amount will be held, and not available for use, until the transaction has cleared. Once this occurs you‘ll be able to access the pending amount.

  • How do I change my address?

    To change your residential address, contact MasterCard Qantas Cash Global Support on  0800 101 500.

    You’ll need to update your Qantas Frequent Flyer address separately via qantas.com, as your new address will not be reflected on your Qantas Frequent Flyer profile.

    If you request a replacement card, we’ll send it to the address you have registered for your Qantas Frequent Flyer program membership. 

  • Can I request a transaction history for Qantas Cash?

    Yes, you can view and print your transaction history at qantascash.co.nz at any time. You can also download and export a PDF or CSV of your monthly statement of transactions. 

  • Will Qantas Cash provide me with monthly statements of my transactions?

    Yes, after using Qantas Cash for the first time we will provide monthly statements at qantascash.co.nz.

    To view your statements go to Transactions > Statements after logging in to your Qantas Cash facility. You can also view and print your statement as a PDF, or export statements to a CSV.



9. Login Process

  • What if I forget my password?

    If you forget your password you can apply for a password reset online by clicking on the “Forgot password” link on the login screen at qantascash.co.nz.

    You will need to provide some security information to identify yourself prior to a new password being sent to your email address.

    You’ll be prompted to change this temporary password when you login.

  • What happens if my password gets locked?

    If you incorrectly enter your password more than three times your facility will be locked. 

    You can apply for a password reset online by clicking on the “Forgot password” link on the login screen at qantascash.co.nz.

    You will need to provide some security information to identify yourself prior to a new password being sent to your email address.

    You will be prompted to change this temporary password when you login.

  • What are the guidelines for creating a password on Qantas Cash?

    We recommend that you follow the these guidelines when creating your Qantas Cash password:

    • Passwords must be a minimum of 6 and maximum of 8 characters;
    • Passwords must include at least 1 letter and 1 number; and

    Passwords should not include repeating characters (e.g. “p4ssword” is acceptable however “pass1111” is not) or be the same as a previously used password.



10. Lost, Stolen, Replaced & Expired Cards

  • What if my Qantas Card is lost or stolen?

    If your card is lost or stolen, 24/7 Global Emergency Assistance will help you get you back in control of your money. 

    If your card is lost or stolen, contact MasterCard Qantas Cash Global Support on 0800 101 500 or +61 1300 825 302, if overseas, immediately. If your card is lost we’ll suspend it. If your card is stolen, we’ll close it to prevent fraud. 

    You may be eligible for an emergency cash disbursement, allowing you to access funds on your card, if your card is lost or stolen whilst you are overseas6. Contact MasterCard Qantas Cash Global Support on  0800 101 500 or +61 1300 825 302, if overseas. If eligible, you can collect emergency funds from approved agent locations. The team will let you know the address details, telephone number and opening hours of the nearest agent location. 

  • Can I suspend my Qantas Card online if I lose it or if it is stolen?

    You can suspend your card online via qantascash.co.nz if it is lost or stolen. To suspend your card, login to My Account and go to Settings and select ‘Card Settings’.

    You will still be able to transfer funds between currencies on your card, but you will not be able to transact using your card. If you find your card you can follow the same path to reactivate your card.

    If you have reported your card lost or stolen via MasterCard Qantas Cash Global Support on 0800 101 500 and would like to reactivate your card you will need to contact them again as you won’t be able to change your card status via qantascash.co.nz.

  • If my card is lost or stolen how do I arrange a replacement card?

    To arrange a replacement card, contact MasterCard Qantas Cash Global Support on 0800 101 500 and the team can assist you. A fee may apply.

  • What happens when my Qantas Card or Qantas Cash expires?

    The Qantas Cash expiry date is listed on the Qantas Cash side of your Qantas Card.

    If you’re still a Qantas Frequent Flyer member, we’ll send a new card before Qantas Cash expires.

    We’ll also send you a new card if your Qantas Frequent Flyer Membership status changes.

    To start using Qantas Cashon your new card, you’ll need to call MasterCard Qantas Cash Global Support on 0800 101 500 and follow the prompts to activate your card.

  • Do I need to do anything when I receive a replacement card?

    Yes. Your new card must be activated before it can be used. To activate your replacement card simply call MasterCard Qantas Cash Global Support on 0800 101 500 and follow the prompts.

    If your new card replaces an expired card, your card PIN will remain the same.

    If your new card replaces a lost, stolen or damaged card; or you changed your name, you will need to set up your replacement card PIN by calling MasterCard Qantas Cash Global Support on 0800 101 500 and following the prompts. You can choose to select the same PIN as your old card, or choose a new one.



11. Contact Us

  • How do I make a complaint?

    You can contact MasterCard Qantas Cash Global Support at any time on 0800 101 500. The team will guide you through the process for lodging a complaint and let you know how long it will take to get back in touch with you.

    Alternatively you can send feedback via the Contact Us form or by emailing complaints@qantascash.co.nz.

  • What do I do if I’m unhappy with my complaint outcome?

    Qantas is a registered Financial Services Provider (FSP) in New Zealand (FSP 466945).

    As part of its obligations as an FSP Qantas has appointed Financial Services Complaints Ltd (FSCL) as it’s independent dispute resolution service. If you are unhappy with the outcome of your complaint you may contact FSCL to find out what options are available to you to help resolve the complaint.

    The contact details of FSCL are:

    Financial Services Complaints Limited

    Email: complaints@fscl.org.nz

    Telephone: (Call Free) 0800 347257 or (Wellington) (04) 472 FSCL (472 3725)