GO Mastercard

FAQs

All the handy hints and tips on everything about GO Mastercard

Application & activation

  • What are the approval criteria for GO Mastercard?

    Like most financial institutions, we work on a credit check system and we consider if the card is unsuitable for you given all the circumstances. We also need to make sure we are identifying the right person, to prevent fraud. We take many things into consideration when reviewing an application. And, while we don't disclose the specific details of our criteria, if you're declined we'll let you know in writing.

  • What will my credit limit be?

    Credit limits vary from person to person. The information you supply in your application will help us determine your credit limit. If your application is approved, we'll then let you know your credit limit.

  • When can I expect to receive an answer on my application?

    If you apply online and provide all the necessary information, we can give an answer on your application within 60 seconds in most instances. If you apply in-store you'll also receive a response quickly.

    In some instances further information may be required to process an application. If further information is required we will inform you during the application process.

  • Can I track my application?

    You will receive updates about the status of your application via email. However, you can check your application status at any time by calling 1300 004 646. Please ensure you have your application number available when calling.

  • If my application is approved, when can I expect to receive my card?

    It will take approximately 5-10 working days from your approval for you to receive your card.

  • Can I use my card as soon as I get it?

    You will need to activate your card before you start to use it. (This helps us ensure the right person has received your card). Don't forget to sign your card immediately.

    To activate your card call 1300 462 273. After this your card will be ready for use. When you are activating your card, please follow the prompts to select your own Personal Identification Number (PIN). After this your card will be ready for use.

  • Why do I have to activate my card?

    For security reasons, cards are sent to you inactive. Activating the card validates that it's been received by you.

  • How do I activate my credit card?

    Please call Customer Solutions on 1300 462 273 and follow the prompts. It only takes a couple of minutes.

Credit limit

  • What happens if I go over my credit limit?

    You'll receive a message within 2 business days via either email, SMS or post from the time your account goes over limit. This is a free service provided to you. You should only receive one over limit alert between each statement period. There are no charges for going over your credit limit.

    We recommend registering for the Online Service Centre to monitor your account balance.

  • How do I know what my credit limit is?

    If you apply online you'll be notified of your credit limit when your application is approved.

    Your credit limit can also be found on the top right of your monthly GO Mastercard statement. Alternatively, you can log onto the Online Service Centre to check it any time. It's important to note that your credit limit can be different from your available cash limit.

  • What is my cash limit?

    Your available cash limit can be found under 'Account Summary' in the Online Service Centre. It's also available on your statement. It's important to note that your available cash limit can be different from your credit limit. Please note daily cash withdrawal limits apply.

Repayments

  • If I don't have access to my statement, how can I make a payment?

    We offer convenient ways to pay - via the Online Service Centre, Direct Debit, BPAY® or in person - whatever suits you best.

    If you use the Online Service Centre via "Pay My Account", you should be aware that payments can take 3-5 business days to clear and you can only make one payment to your card account every 5 days. We do not charge you a fee for payments made via the Online Service Centre.

    With BPAY you will need to use your credit card account number as the reference number. This can be found in the top right-hand corner of your statement.

    Please note a Payment Handling Fee of $0.95 applies for all payments made via BPAY to pay your card account.

    If you’re paying by BPAY on your due date, make sure you complete the transaction before your bank’s cut off time, otherwise the transaction may be processed on the following day. Remember that some BPAY payments can take up to 3 days to appear on your account.

    See Managing Your Account for further information about available payment options and turn around times.

  • What do I do if I cannot afford to make my repayments?

    If you are having difficulty making your minimum monthly repayments please talk to us. The sooner you contact us, the more likely we will be able to assist you.

    Visit our Hardship page

  • How will I track when my payments are due?

    You'll receive a statement every month, showing the minimum monthly payment amount you're required to make and the due date, plus any overdue payments and over limit amounts.

    You can choose to receive email alerts to remind you when your payments are due. Simply log-on to the Online Service Centre to set-up alerts.

  • Can I make a payment on a particular 0% Interest Payment Plan purchase?

    Unfortunately you can’t choose which 0% interest payment plan is paid off first. If you would like a payment to be allocated differently than what is shown on your statement, please call us and we can reallocate that payment as requested.

  • What happens if I don't pay off my full purchase amount within the 0% Interest Payment Plan period?

    You'll begin to incur interest on any outstanding amount from the date your 0% Interest Payment Plan period expired. Interest will not be backdated, but you should try and pay off this purchase as soon as you can to reduce your interest.

    You can continue to make new purchases using a 0% Interest Payment Plan, up to your available credit limit.

    After your 0% Interest Payment Plan period expires, the outstanding balance will continue to display on your statement until it is paid in full.

  • How are the minimum monthly repayments calculated?

    The amount you need to repay appears on your monthly statement. If monthly payments are required, it's calculated at 3% of the total outstanding balance or $25, whichever is greater (plus any overdue payments and over limit amounts and any instalments payable on instalment purchases).

    You can set up a direct debit to make sure your minimum monthly payments are made on time automatically. Call us on 1300 462 273 to arrange this or complete a direct debit form.

    Remember, to avoid any interest charges at the end of your interest free period, it is likely that you will need to pay more than the minimum monthly payment each month.

  • There’s information on my statement about paying more than the minimum monthly payment. Can I keep paying the minimum each month?

    Yes.

  • What's the difference between the "Managing Your Repayment" section and the "Payment to Reduce Future Interest" amount on my statement?

    The "Managing Your Repayment" section takes a long term view of your repayments. You may use it to estimate the difference you may make by paying above your minimum repayment every month.

    The "Payment to Reduce Future Interest" amount will help you understand how much you might like to pay that month, to reduce the amount of interest you're charged in the future, or in some cases, avoid interest altogether.

    Remember that each month you must pay your minimum monthly payment by the due date.

  • How do I set up direct debit to pay my account?

    To set-up an automatic direct debit, simply complete and return the direct debit request form

  • I made a payment via BPAY and its not appearing on my statement or the OSC?

    It may take up to 3 business days for your payment to appear in the Online Service Centre.

    You can sign up for Payment Confirmation email alerts in the Online Service Centre, which will notify you as soon as your payment has been received.

  • Will you remind me when my payment is due?

    You can choose to receive a Payment Reminder email which is sent to you 7 days before your payment is due. You can also choose to receive an email confirmation when your payment has been received.

    To set-up alerts, Log on to the Online Service Centre and update your preferences under Manage My Details.

  • What is my biller code/Customer Reference Number?

    You can find your biller code or Customer Reference Number on any of your statements.

    Statements can be accessed by logging into the Online Service Centre.

    Please note a payment handling fee applies to each BPAY payment you make to your account. You can use the biller code & your card number as the Customer Reference Number (CRN) to make your first payment

Security

  • How do I choose my own PIN?

    To make it easy to remember your PIN, you can choose your own number. A PIN makes your GO Mastercard even more secure and you can create your own PIN with a simple phone call.

    You can get it done in three easy steps.

    • Call 1300 462 273
    • Have a pen and paper handy and your card number ready and say "Select PIN" at the prompt.
    • Follow the instructions to choose your own 4 digit PIN
  • What happens if we detect a suspicious transaction?

    As part of our ongoing commitment to keep you safe and secure, if we identify a suspicious transaction on your account, our Fraud Team may communicate with you using an automated contact system. Allowing us to promptly contact you via phone or SMS, this technology provides a quick and easy way for you to verify whether transactions on your account are genuine by responding using your phone’s keypad. In instances where you do not recognise a transaction, this system will transfer you to a consultant to discuss the matter further (if outside of hours, our team will contact you first thing the following day).

  • Who do I call if my card is stolen?

    Our lost and stolen team are available 24/7 and will be able to assist you. Call Customer Solutions on 1300 462 273.

    If you're overseas call us on +61 1300 462 273.

  • Do I need a PIN?

    In Australia, you can still authorise your transactions with a signature until April 2014. In other countries, you may be required to enter your PIN. Please make sure you have one before leaving Australia.

    You can select your own PIN by calling us on 1300 462 273.

  • How does Mastercard SecureCode™ work?

    Mastercard SecureCode™ performs a real-time risk assessment on transactions made at participating online retailers. In most cases you won't notice any change, however, on some transactions we may prompt you to enter a six-character security code, which will be sent to you instantly via SMS. This is to ensure that the transaction you are about to make is authorised by you.

    When you make an online purchase at a participating merchant, a page may automatically appear asking for a unique security code or answers to security questions. This is similar to the way your bank asks for your PIN at the ATM. When you correctly enter the code (or answer the security questions) your card issuer confirms that you are the authorised cardholder and your purchase continues.

  • How does Mastercard SecureCode protect me?

    When you correctly enter the security code (or answer the security questions) during an online purchase at a participating merchant, you confirm that you are the authorised cardholder and your purchase continues. If the security questions are answered incorrectly, the purchase will not go through. So even if someone knew your card number, they would not be able to use your account at that merchant.

  • Why am I seeing this Mastercard SecureCode screen?

    This authentication screen may appear when you are shopping online at participating Mastercard SecureCode merchants. Once you have confirmed your identity by correctly entering either the security code (or answering the security questions) that are on the page, you will be able to continue with your purchase.

  • What happens if I don't receive a security code?

    If you don't receive a security code, this may mean that the mobile number that is registered to your account is not up to date. You can still proceed with your transaction by selecting the button 'I didn't receive a code' which will direct you to the security questions that are personal to you and your account. Once you have answered the security questions correctly you will be able to continue with your purchase.

Transaction dispute

  • How do I dispute a transaction on my account?

    It’s not uncommon for transaction disputes to be the result of a misunderstanding. Before contacting your merchant or the GO Mastercard team to raise a transaction dispute, please take a moment to consider the following scenarios and whether they apply to your individual situation:

    • I did not authorise the transaction / I do not recognise the company name on my statement:

    Many companies use different trading and merchant names to identify their stores. This is especially prevalent for online merchants. If you do not recognise a merchant description on your statement, a quick internet search or phone call to the company may help clarify the nature of the goods or services they provide.

    If your account has supplementary cardholders, be sure to check whether they could have made the purchase(s) in question.

    Finally, it’s a good idea to think back to the date and dollar amount, as this may prompt your memory. If you use a calendar or diary, check what you were doing on the day of the transaction (include dates either side, as it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account).

    When can I request Latitude to resolve a disputed transaction?

    Under the Mastercard and/or VISA Scheme rules, Latitude Financial Services can dispute transaction(s) on your behalf, provided certain conditions are met. This process is called Chargeback. It is important to note that a chargeback (if the right is available) for a transaction on your account is only available for transactions linked to a scheme transaction:

    NOTE: We cannot claim a right of chargeback if your claim relates to the Retail Finance feature on your GO Mastercard e.g. Buy Now, Pay Later, Interest Free or Instalment Interest Free purchases. See 'Who do I speak to if I have a dispute about my interest free transaction?' FAQ below.

    Some examples of acceptable reasons for dispute under the Mastercard and VISA Scheme include:

    • The goods received are not as described:

    Check the merchant’s return policy. This policy should be clearly displayed in-store or on the sales voucher.

    Important: In face to face transaction environments, always inspect the goods carefully before purchase. Furthermore, obtain a detailed description of the goods/services on an invoice before/with payment wherever possible.

    • The goods or services are not received/rendered:

    Double check the expected date of delivery, as you are unable to initiate a transaction dispute if this date has not yet passed.

    If you purchased the goods from overseas, consider whether the goods could have been confiscated by Australian Customs. Refer to the Australian Custom website for more information.

    Important: Before making purchases from overseas merchants, familiarise yourself with Australian customs rules. When you are having goods delivered (domestically or internationally), always obtain written confirmation of the expected delivery date.

    • The transaction amount on my statement differs from my receipt:

    This usually happens when you have made a purchase overseas or the merchant is based overseas. Foreign currency exchange rates change daily and therefore the amount you pay may differ depending on exactly when you make a purchase.

    • I do not remember making a purchase on the date reflected in my statement:

    As with scenario one, think back to the date and dollar amount to help prompt your memory. If there are any supplementary cardholders on your account, be sure to check with them.

    Finally, it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account. Please consider purchases you may have made a few days either side of the transaction date on your statement.

    If you have considered the above scenarios and are still questioning one or more transactions on your account, please call us immediately so we can investigate the issue and if required, block your card/account to prevent further unauthorised purchases.

  • Will I be held liable for unauthorised transactions on my account?

    No, if there’s a fraudulent transaction on your GO Mastercard, you will not be held liable if you have not contributed to the loss and notified us promptly of the theft, loss or misuse of your card/account. You also need to have abided by the Conditions of Use (COU).

  • Who do I speak to if I have a dispute about my interest free transaction?

    If the transaction in question is an Interest Free Purchase (Buy Now, Pay Later, Interest Free or Instalment Interest Free) on your GO Mastercard and you have a dispute about the transaction – for example, you have been given the incorrect promotion or interest free period, please feel free to contact us on 1300 462 273 and we will try to resolve the issue.

    If your query relates to the goods or services, you should direct your concern back to the merchant/store where the purchase was made.

Interest

  • What is the Payment to Reduce Future Interest amount?

    It's now easier than ever to manage your interest free purchases. We've designed your statement to be as simple as possible, outlining the information you need to easily keep track of your interest free and buy now pay later purchases, including a Payment to Reduce Future Interest amount.

    The 'Payment to Reduce Future Interest' amount tells you how much you might like to pay that month, to reduce the amount of interest you're charged in the future, or in some cases, avoid interest altogether.

    It includes any amounts due, all of your everyday purchases, cash advances and balance transfers, plus the balance of any 0% interest purchases that are about to expire.

  • Why does the Payment to Reduce Future Interest amount change each month?

    The Payment to Reduce Future Interest amount changes each month depending on the number of 0% interest purchases that may be expiring, or how many other everyday purchases, cash advances and balance transfers you have made during the month.

  • Does the Payment to Reduce Future Interest amount include 0% interest purchases?

    The Payment to Reduce Future Interest amount includes 0% interest purchases due to expire, up to the next payment due date, plus any payments due on these balances if they are not expiring. Expired 0% interest purchases are included in the Payment to Reduce Future Interest amount.

  • How do I manage all my different 0% interest purchases and when they expire?

    Each month you'll receive a statement outlining your unexpired 0% interest purchases and the expiry date to help you easily manage your repayments or in some cases, avoid interest altogether.

    The 'Payment to Reduce Future Interest' will display on your statement to help you know what you may like to pay to minimise your interest.

  • Can I only get long term 0% interest purchases at the store where I initially made my purchase?

    No, you can access a range of 0% Interest Payment Plans at thousands of stores around Australia, and you can purchase again up to your available credit limit without having to re-apply.

    Use our Store Locator to find a retailer near you who offers 0% Interest Payment Plans.

  • What is a "Buy Now, Pay Later" 0% Interest Payment Plan?

    "Buy Now, Pay Later" is one of the three types of 0% Interest Payment Plans.

    "Buy Now, Pay Later" is a repayment option that requires no payments during the buy now pay later promotional period. However, you can make payments at any time. Interest applies if there is an outstanding balance after the interest free period ends.

    Actual interest free periods vary from promotion to promotion, check in store for details.

  • What is an "Interest Free" 0% Interest Payment Plan?

    Interest Free is one of the three types of 0% Interest Payment Plans.

    You need to make a minimum payment each month. Remember, paying only the minimum monthly payment will not pay out the balance of the plan, but you have the flexibility to make extra payments at any time. Plans start from 6 months.

    Ask in-store to discover if this plan is available for you.

  • What is an "Instalment Interest Free" 0% Interest Payment Plan?

    Instalment Interest Free is one of the three types of 0% Interest Payment Plans.

    With equal monthly payments, you'll know exactly how much to pay each month.

    Ask in-store to discover if this plan is available for you.

    Actual interest free periods vary from promotion to promotion, check in store for details.

  • Is there interest charged on local and overseas cash advances?

    Yes. Cash advances are charged interest from the date of withdrawal.

Using your card

  • Is Mastercard accepted globally?

    Mastercard is accepted around the world at retail outlets and ATMs. You can use your Mastercard at over 32 million locations worldwide.

  • Can I only get long term interest free at the store where I initially made my purchase?

    No, you can access a range of interest free promotions at thousands of stores around Australia and you can purchase again up to your available credit limit without having to re-apply.

    Use our Store Locator to find an interest free retailer near you.

  • Do I have to pay off my interest free purchase before I can use my card again?

    No. You can shop again, up to your available credit limit and make additional interest free purchases or just use the card as you would a normal credit card. To avoid interest on these transactions, you must pay off all long term interest free balances before their expiry date. This may mean you have to pay off other balances too. See Conditions of Use booklet for details.

  • Do I have to pay a fee for withdrawing money from an ATM?

    Not if you use a Westpac ATM. There is no ATM owner fee for cash withdrawals from Westpac ATMs but you will be charged owner fees from non Westpac ATMs. You'll be advised of the charge at the time of the withdrawal.

  • How safe is Mastercard PayPass™ to use?

    It’s as safe as any chip-enabled credit card. You only get billed for the purchases you make. Your card never leaves your hand when you Tap & Go™ so you are always in control. And, should the worst happen and someone else uses your card, with secure encryption technology and Zero Liability protection, Mastercard and our security systems continue to protect you from unauthorised transactions. If you would like to know more about Zero Liability, visit mastercard.com.au and click on zero liability.

  • What is "Buy now, pay later"?

    "Buy now, pay later" is a repayment option that requires no payments during the buy now pay later promotional period.

    The other repayment option is interest free, where monthly payments are required during the interest free period and which is also interest free during that period.

  • How do I withdraw cash from an ATM?

    To withdraw cash, insert your card in the ATM, enter your PIN and select the Credit option.

  • I contacted GO Mastercard on Twitter and was asked to complete an eForm. Where do I find this eForm?

    You can access the eForm here.

  • How are Crypto currency transactions treated?

    Crypto currency transactions will be treated as cash equivalent transactions including where a merchant or card scheme identifies a transaction as a cash advance.

GO Mastercard App

  • What is the GO Mastercard App?

    The GO Mastercard App is our new mobile app, designed for iPhone and Android devices. It allows you to manage your GO Mastercard account 24 hours a day with access to your account balance, available credit and transaction history. Plus you can use the app to pay bills via BPAY and Pay My Account.

  • What do I need to use the GO Mastercard App?

    To use the app you'll need:

    • To have an active GO Mastercard account
    • Your GO Mastercard Online Service Centre username and password – to register go to https://gomastercard-online.gomastercard.com.au/access/registration
    • Have an iPhone smart device that operates on iOS 8 and above or Android Kitkat or above
    • A smart phone or tablet device enabled for cellular or wireless internet connection
  • How do I download the app on my Android?

    To use the app you'll need:

    • On your handset, find the Google Play icon
    • Use the Search button at the top right of the screen to look for the app
    • Select the app 'GO Mastercard' and select 'Install'
  • What is the difference between the GO Mastercard Online Service Centre and the GO Mastercard App?

    The GO Mastercard App has all the same features as the Online Service Centre, but with ease of a 4-digit pin to access your information.

  • Why was my app access deregistered?

    You were deregistered because you had more than 3 incorrect login attempts. Reregister for app access using your Online Service Centre username and password.

  • Why did I get logged out of the GO Mastercard App?

    The app will automatically log you out after 5 minutes of inactivity.

  • How do I change my access code?

    Once you've logged into the app, go to the 'Settings' section and click on the 'Security' link.

  • How do I protect my access code?

    • Don’t save any access codes on your computer or any personal devices
    • Don’t write it down
    • Don’t select an access code that contains any personal details which can be guessed by others
    • Don't reveal your access code to others
    • Never provide your access code over email or based on an email request
    • Change your access code regularly
  • What should I do if my access code has been compromised?

    Change it immediately by going to the 'Settings' section and click on the 'Security' link.

  • Can I change my username?

    No. You can't change your username.

  • Can I access the app from overseas?

    You can access the app from anywhere in the world if your phone has internet connectivity.

  • What happens if my mobile phone is lost or stolen?

    The GO Mastercard App is protected with a 4-digit access code chosen by you during the registration process.

    We also recommend you use the Passcode Lock feature on your phone.

  • Can I still use the GO Mastercard App if my GO Mastercard is lost/stolen?

    Cancellation of your GO Mastercard will not impact your GO Mastercard App, so you will still be able to use the App.

  • How secure is the GO Mastercard App?

    The GO Mastercard App is protected with a 4-digit Access Code chosen by you during the registration process.

  • Can I register for the GO Mastercard App on more than one mobile device?

    Yes, you can register the app on multiple mobile devices.

  • How do I deregister the GO Mastercard App from a device?

    You can deregister the app by going into 'Settings' and click on the button 'Deregister this device'.

    By deregistering the App, you are logging the app out. To delete the app altogether, you must delete it from your device.

GO Mastercard Rewards

  • What is GO Rewards?

    GO Rewards is the Rewards Programme you automatically become a member of when you get approved for, and have activated your new GO Mastercard.

  • How many points will I earn with my GO Mastercard?

    You will earn 1 GO Reward point for each whole $1 that is spent on eligible purchases on your GO Mastercard. You will get points for both interest free plan purchases and all regular purchases such as groceries, fuel and your morning coffee.

  • How do I redeem my GO Rewards points?

    You will need to go to our GO Rewards Shop to redeem your points. Once you have logged in you can browse the product catalogue and redeem.

  • Where can I earn GO Reward points?

    Everywhere! All you have to do is use your GO Mastercard when making a purchase. The purchase can be done online or in-store, with an overseas retailer or within Australia.

  • What has changed in GO Rewards?

    We no longer offer 1.25 points for every $1 spent in Harvey Norman, Domayne and Joyce Mayne stores. You will now earn 1 point for each $1 spend on your GO Mastercard. However, we now offer GO Rewards on interest free purchases, so you can earn even more points when you make an interest free purchase on your GO Mastercard.

  • Why have you changed the GO Rewards Programme?

    We have simplified the Rewards programme to make it easier for you to calculate your points. With the introduction of points on interest free purchases it is also easier to earn more points.

  • Will my GO Reward points expire?

    Yes, any GO Rewards points that are not redeemed within 36 months after the points are allocated to your account will expire and will be deducted from your points balance.

  • Where do I find my GO Rewards balance?

    Your GO Rewards points balance can be found on your GO Mastercard account statement and when you long in to the Online Service Centre.

  • What can I redeem my GO Rewards Points for?

    The GO Reward Shop catalogue contains thousands of products from the latest gadgets and devices, appliances, best-selling books, a gift voucher or an exciting experience. There is something for everyone.

  • Do additional card holders earn GO Rewards points?

    Additional card holders cannot earn points in their own right, however they will earn points for the account overall /or the primary account holder. If you would like to add an additional card holder to your account you can do this via 'My Account' in the Online Service Centre.

  • Is there a limit on how many GO Reward points I can earn?

    Yes, you can only earn and accrue a maximum of 100,000 points in one calendar year.

  • What to do if I am missing points?

    Please notify us within 60 days of receiving your points summery if you notice there are points missing on your account. You can contact us at gorewards@accumulate.com.au or call us on 1300 884 970 and we will look into it for you.

  • Do all transactions earn points?

    Yes, as long as you use your GO Mastercard, all purchase transactions will earn you points. Some things that won't earn you points are: Cash advances, cash equivalent transactions, balance transfers, Buyer's Protection premiums or interest, fees and charges. For the full list please see GO Mastercard Conditions of Use.

  • What are the GO Rewards terms and conditions?

    You can find the GO Rewards terms and conditions by visiting GO Mastercard Conditions of Use.

  • Why can't I redeem my points?

    If you are having difficulty redeeming your points, please contact us at gorewards@accumulate.com.au or call us on 1300 884 970 and we will look into it for you.

  • Is there any charge for delivery of my redemptions?

    No, you will receive your delivery free of charge.

  • When will my reward be delivered?

    Your "Order Confirmation" email will note the date you should expect to receive your order. Every effort to deliver your order on or before this date will be made. If, for any reason, the delivery date cannot be met you will be contacted. You will receive a "Dispatch Confirmation" email notifying that your order has been dispatched and will be delivered shortly.

  • Do I have to pay to be a member of the GO Rewards Programme?

    No, once you have been approved and activated your GO Mastercard, you are automatically signed up for the GO Rewards Programme.

  • How do I get access to GO Rewards?

    You will need to have a GO Mastercard in order to earn GO Rewards Points. If you do not have a GO Mastercard you can apply for one here.