Merchants have their own policy on accepting returned goods or refunds. If a merchant allows refunding to a prepaid card, then the merchant will process a refund. However, such credits are not immediate. Please check your transaction history to see when the refund was applied to your card.
Digital Mastercard and FAREPAY cards can be stored on any device that’s PAYS-wallet enabled. Compatible Digital Wallets include: Apple Pay, Google Pay and Samsung Pay wallets.
If you believe your plastic card has been lost or stolen, you can lock your card at Manage My Card to prevent your card being misused. If you find your card, you can unlock it using the same process. If you don’t find your card, providing you have the proxy number (the PN number on the back of your card and in the letter that came with your card), we can organise a replacement card for you. A $15 fee applies. Contact us at info@ugca.au to organise a replacement card for you.
Important: you should also check your transaction history at Your card information to ensure there are no unauthorised transactions on your card. If you have any unauthorised transactions, you also need to send an email to disputes@ugca.au to report your unauthorised transaction/s and we will assist you to lodge a dispute claim.
Our ability to investigate a disputed transaction on your behalf is limited to the timeframes imposed by relevant scheme rules and the maximum timeframe is 120 days. A claim for a fraudulent transaction must be lodged with us within 120 days of the date of the disputed transaction. Claims lodged outside of this timeframe will be denied.
If you have misplaced your card or wish to block it for other reasons, you can lock your card by going to Manage my card from the homepage. You can later unlock your card the same way.
You can buy prepaid gift cards from https://giftcardstore.com.au.
Your card must be activated by the date shown on the accompanying letter, email or SMS. To activate your plastic card, please click Activate My Card and follow the prompts. To activate a digital card, follow the instructions on the SMS you received with your card information. To activate an emailed card, follow the instructions on the email.
For security purposes, your card has a Card Proxy ID that is required to activate your card and to view your card balance or transaction history. For plastic cards, your Card Proxy ID is the PN number located on the back of your card.
Important: we will never ask for your card number. You must not disclose your card number to any website or person except for the purpose of making a purchase. You are liable for any loss or unauthorised transactions on your card where you have disclosed your card number other than for the purpose of making a purchase.
At the time of activation, you will be asked to provide personal information before you can activate your card. This information is required for identification and security purposes. Once the card is activated, the funds will be available instantly. If your card has not been activated by the date shown on the accompanying letter, email or SMS, your card will be cancelled and the funds forfeited. Please refer to Terms and Conditions after logging into your account.
For eftpos cards, select “Savings”.
For all other cards, select “Credit”.
Card Proxy ID or PN is a secure nine (9) character code used for all card queries at https://ugca.au and into our Customer Support Team. For plastic cards, this can be found on the back of your card.
Like all payment cards, prepaid cards should be safeguarded and treated like cash. However, Farepay cards are more secure than cash. Unlike many store cards or transport cards, if your card is lost or stolen, you need to report it to us at info@ugca.au so that we can replace it.
For Mastercard and FAREPAY CARDs,you can change your PIN by selecting Manage my card which will prompt you to log in to your card account and then take you to Your card information. From there you can select Change PIN.
For eftpos cards, your PIN will be located on the back of your card. The PIN cannot be changed.
Your plastic Mastercard card may have ATM cash withdrawal capability. You can refer to the Product Disclosure Statement (PDS) for further details. Go to Manage my Card and select Terms of Use to see the PDS.
FAREPAY CARDs and eftpos cards do not have ATM cash withdrawal capability.
If you suspect your card has been fraudulently used, please lock your card to prevent any further unauthorised spending on your card. To do this, go to Manage my Card. You also need to contact us by sending an email to disputes@ugca.au to report your unauthorised transaction/s and we will assist you to lodge a dispute claim. Our ability to investigate a disputed transaction on your behalf is limited to the timeframes imposed by relevant scheme rules and the maximum timeframe is 120 days. A claim for a fraudulent transaction must be lodged with us within 120 days of the date of the disputed transaction. Claims lodged outside of this timeframe will be denied.
Important: you are responsible for checking your transaction history and should view your transaction history regularly throughout the validity of your card to check for unauthorised transactions. You can do this at any time at this website.
Prepaid cards can be used for full or partial payment for goods and services as long as the merchant or retailer accepts it. Any number of purchases can be made with the card until the balance reduces to zero. No change will be given. Cards cannot be used for telephone purchases.
Plastic, Digital and Emailed Mastercard Gift Cards can be used in any store in Australia or overseas and online where Mastercard prepaid cards are accepted, provided the merchant can process it electronically.
eftpos Gift Cards can be used instore at any retailer that accepts eftpos payments in Australia.
FAREPAY CARDs can be used for taxis, rideshare services, hire cars, domestic travel and public transport in Australia, overseas, and online, provided the merchant can process it electronically. It may not work on some 'Tap on / Tap off' services, and merchant acceptance may vary by state.
For plastic Mastercard and FAREPAY CARDs, the expiry is shown on the front of the card.
For eftpos cards, the expiry is shown on the back of the card. It can also be located within Your Card Information found at Manage My Card.
For Plastic and Emailed cards, the expiry can be found at Your Card Information under Card Details tab.
This is a fraud prevention measure. It helps protect you against fraud and ties the card to you, the cardholder. We also need to be able to identify cardholders when enquiries are made on our Customer Support team. Having personal cardholder information ensures Customer Support are speaking to you for matters relating to your card.
If your Mastercard or FAREPAY CARD is PAYS enabled, you will be able to add it to your PAYS wallet. Login to your card account and check to see if the PAYS logos appear, this will indicate whether your card can be used in a PAYS wallet. If your card is PAYS wallet enabled, go to your phone wallet and follow the instructions.
Eftpos cards cannot be added to your PAYS wallet.
You will need to enter the card number, card name, expiry date and 3-digit CVV number.
For instructions on how to use Apple Pay in store, click here.
For instructions on how to use Google Pay in store, click here.
For instructions on how to use Samsung Pay in store, click here.
For plastic cards, you can find the CVV on the back of your card.
For emailed cards, the card details can be found in the Your Card Information section of the website under the Card Details tab.
The balance and transaction history of your card is available, once you have logged in, under the tab Your card information.
You need to be logged into your card account to see your transactions.
If the merchant accepts split transactions, you can use your prepaid card and another payment method for your purchase.
Cards cannot be cancelled, used for cash advances, redeemed for cash and you cannot return the card for a refund.
Transactions on prepaid cards are rarely declined. However, there are several possibilities that may cause a transaction to be declined:
- the amount of the purchase exceeds the available balance;
- the card has expired;
- the card has been reported lost or stolen or has been suspended;
- a previous voided or interrupted transaction may have been authorised and the reserved funds have not yet been released;
- the merchant does not accept prepaid cards; or
- for FAREPAY CARDs, if the merchant is not classified as travel or transport, the transaction will be declined.
If you have a plastic Mastercard card, simply follow the terminal instructions. When using your new card instore for the first time, you will need to insert the card into the eftpos terminal and enter the PIN number you set during the activation process. After the first use, you can Tap & Pay for even easier payments.
If you have a plastic FAREPAY CARD, you can simply follow the terminal instructions, or just tap on the card on the payment terminal.
If you have an eftpos card, you will need to swipe the card, select “Savings”, then follow the terminal instructions.