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Calling from outside Australia?
- New Zealand - 0800 444 691
- Hong Kong - 800 966 321
- Japan - 00531 780 221
- South Korea - 00798 4434 1279
- Thailand - 001800 442 212
- UK - 0800 056 0572
- USA/Canada - 1 877 465 0085
- Other countries - +44 207 649 9404
Calling from within Australia?
- Australia - 1800 098 231
Dispute a transaction
If you find a transaction that does not look correct, please contact card services immediately via phone, who can lodge a dispute on your behalf.

To notify card services of any unauthorized or disputed transactions, simply:
1. Complete the dispute claim form located here
2. Click here to email us
Please provide as much detail as possible when filling out the dispute claim form, it will help us accurately and quickly work on your behalf to correct the problem. You can use 'my account' to login and establish the details of which transactions you want to dispute.

We will send a response to you within 10 working days of receiving your query.

Remember, you can contact global emergency assistance for PIN reminders or to report lost or stolen cards.
Lodge a complaint

If you have any complaints, please send us an email. For more information, please refer to our complaints procedure.

Mastercard Prepaid Management Services Australia Pty Ltd (ABN 47 145 452 044, AFSL 386 837) arranges for the issue of the Multi-currency Cash Passport™ (“Cash Passport”) and Cash Passport™ Platinum Mastercard® (“Cash Passport Platinum”) in conjunction with the issuer, EML Payment Solutions Limited ('EML') ABN 30 131 436 532 , AFSL 404131. You should consider the Product Disclosure Statement for the relevant Cash Passport facility available at www.cashpassport.com.au before deciding to acquire the products. Any advice does not take into account your personal needs, financial circumstances or objectives and you should consider if it is appropriate for you.

Mastercard and the circles design are registered trademarks of Mastercard International Incorporated.

^~Lock in your exchange rates means the exchange rate is locked in for the initial load only. The exchange rates for subsequent reloads will be set at the prevailing exchange rate at the time of the transaction.

*The prevailing exchange rate is locked in for the initial load value only. Subsequent card reloads will be processed at the then prevailing exchange rate on the day of the reload transaction, and will be locked in at that rate. The exchange rates set out in this website apply to reload transactions that are booked on this website only and that are settled within four hours. Different exchange rates will apply to cards which have not been purchased on this website and initial card load and reload transactions in our partner branch locations. We will provide you with settlement instructions and the applicable exchange rate at the time you book a reload transaction. Different exchange rates will also apply to reload transactions that are conducted directly via Bank Transfer or BPAY (i.e. without booking an online transaction). For more information on how we set exchange rates please see the Product Disclosure Statement.

⁺T&Cs apply. Customer must contact Customer service to report lost or stolen card. Emergency cash can be arranged up to the balance on your Cash Passport, subject to availability of funds at the approved agent location.

# Flight Delay Pass is provided to you on the basis you are not in breach of Cash Passport MasterCard® Product Disclosure Statement and Terms & Conditions and your card remains open. It must not be sold in any way and Mastercard reserves the right to cancel the pass that are in breach of this policy. Access may not be available if the applicable lounge is full or near capacity at the full discretion of lounge staff. Access and use of the lounges is subject to its own terms and conditions. Mastercard reserves its right to amend or withdraw the Flight Delay Pass at any time and where possible, provide prior notice to you. Visit here for Terms and Conditions

^ Purchase Protection, Price Protection and E-Commerce Purchase Protection is provided under a group policy issued by AIG Australia Ltd (ABN 93 004 727 753, AFSL 381 686) (AIG) to Mastercard Asia/Pacific Pte. Ltd. Cover is available to Cash Passport Platinum Mastercard Cardholders (Eligible Person). Eligible Persons can claim under the Group Policy as third-party beneficiaries in accordance with section 48 of the Insurance Contracts Act 1984 (Cth). If an Eligible Person wishes to claim, such claim will be subject to the eligibility criteria, terms, conditions, exclusions, limits and applicable sub-limits as further detailed in the terms and conditions for such coverage found at Cash Passport Platinum Mastercard Complimentary Insurance Terms and Conditions. In arranging these Insurances Mastercard Asia/Pacific Pte. Ltd. is acting as a group purchasing body under ASIC Corporations (Group Purchasing Bodies) Instrument 2018/751.

^^ Individual terms and conditions (T&Cs) apply to each offer. The T&Cs of each offer are specified here. Cashback is available on international spend only. Cashback is not available for any local or domestic spend (in Australia). Cashback applies to qualifying transactions only (where a cardholder makes a purchase that meets the cashback offers published criteria and the specific T&Cs, in the local currency stipulated). Cashback is not processed immediately and will not reduce the purchase price of goods and services at the point of sale. The processing of cashback offers is undertaken by automated Mastercard systems and will appear as a credit on your Cash Passport account. For Cash Passport, the cashback processed will depend on the currencies available on your card and the location of your purchase. Examples of how a rebate may be processed are: If the destination currency is listed as a currency into which you can load funds onto your Card, the rebate will be credited as a single amount to the destination currency regardless of whether you have any funds available in that currency; or If the destination currency is not listed as a currency into which you can load funds onto your Card, the rebate will be credited to the local currency in the country in which your Prepaid Card was issued, i.e. AUD.

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Today’s exchange rates*

AUD

USD

1 AUD = 0.5951 USD