Q: How do I apply for a Mastercard?
A: Mastercard has created an online tool to assist in making decisions about which card products are available. Mastercard does not issue cards directly to consumers, please contact a financial institution to apply for a Mastercard product
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.
Q: How do I use the ATM locator?
A: In the ATM locator, enter a city, or a zip code. You can further narrow down the list of ATMs by providing a street address and a financial institution's name, and by checking off any additional criteria you require such as 24-hour access. Click the Search button, and you will be presented with a list of ATMs located near your destination. Click on a specific ATM for further information about its location. Depending on your destination, driving directions and a map may also be available.
Q: Why can't I locate ATMs in a specific country?
A: Mastercard receives ATM location information from financial institutions. If an ATM location or a specific location is not listed, then information is not available. We continue to work with financial institutions to provide you with the most up to date and accurate ATM location information.
You may want to contact the financial institution that issued your card for assistance concerning ATM locations, personal account withdrawal limits and restrictions, local currency cash advances, currency conversion, exchange rates or other services offered. You will find their contact information on the back of your Mastercard and on your billing statement. Or you can visit the financial institution's Web site.
Q: I don't know my password or my PIN. How can I get this information?
A: For information about your PIN or account, you must contact the financial institution that issued your card. You will find their contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site to manage your account online.
Q: What is the fee for withdrawing money or taking a cash advance from an ATM?
A: Mastercard does not determine ATM fees. Any fees charged by the ATM owner are disclosed at the time the transaction is initiated. At that time, you are given the option to discontinue the transaction if you do not wish to pay the fees. You should also check with the financial institution that issued your card to determine their ATM fee policies. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.
Q: The ATM wouldn't accept my card. What should I do?
A: If you had a problem using an ATM, please contact the bank that issued your card for assistance.
Q: How can I get a list of ATM locations if I don't have internet access?
A: The Mastercard ATM network is only a phone call away, giving you access to cash wherever you go.
- United States & Canada - 1-800-4CIRRUS (1-800-424-7787)
- Outside the United States & Canada - Get Contact Numbers
Q: Can I use my prepaid card, gift card or credit card at an ATM?
A: Yes. You may withdraw cash against the balance on most Mastercard prepaid and gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM or foreign transactions. Be sure to check with your card issuer to ensure that these types of transactions are permitted. Most Mastercard credit cards also allow you to obtain cash advances at an ATM. You will need a Personal Identification Number (PIN) to withdraw cash. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.
Q: I've forgotten the PIN for my ATM card. How can I retrieve it or get a new one?
A: You must contact the financial institution that issued your card to retrieve or reset your PIN. You can find their contact information on the back of your Mastercard and on your billing statement.
Q: How can I get a replacement for a lost or stolen ATM card?
A: We'll help you replace your lost or stolen ATM card no matter where you are. Call the Mastercard Assistance Center with any card-related need from anywhere in the world.
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.
Q: How can I direct my customers to the closest ATM that will let them get cash with their Mastercard?
A: Mastercard cardholders have access to more than one million ATMs around the world. You can direct your customers to the ATM Locator tool to find the locations nearest them.
Q: Can I pay my billers who accept Mastercard directly from this site?
A: No. To pay a bill, please visit your biller's Web site for instructions on how to provide payment to them.
Q: Do I have to pay a fee for bill payment using a Mastercard?
A: Mastercard does not charge a fee for bill payment. While most service providers do not charge a fee, be sure to ask if they charge any fees or have any restrictions associated with making a payment using your Mastercard.
Q: How do I pay a bill with a Mastercard?
A: Please contact your biller to make an electronic payment. Many provide this payment option through their Web sites or by phone.
Q: How often can I make automatic bill payments, and when do bills get paid?
A: Automatic bill pay is an arrangement you make with your selected biller or service provider(s), so you will need to contact each directly to arrange payment amounts and scheduling. Each biller has its own procedure for automatic bill payment.
Q: Is there a limit to the number of automatic bill payments I can have on a Mastercard?
A: No, but you may be limited in making overall charges to your Mastercard account if doing so would cause you to exceed your credit limit.
Q: Who issued my card?
A: You will find your card issuer's contact information on the back of your Mastercard and on your billing statement.
Q: Which cards can I use to pay bills?
A: You can use a credit or debit card that bears the Mastercard logo. We recommend that you confirm with each biller to ensure that it accepts your card as a form of payment.
Q: What is automatic bill payment?
A: Automatic bill payment can help you avoid late fees and charges by allowing your selected service providers to automatically charge your Mastercard account on a regular basis.
Q: What is manual bill payment?
A: With manual bill payment, you have the freedom of selecting the amount to pay and the date on which you want to make payment. Each time a bill is due, you initiate the payment process.
Q: If I enroll in automatic bill payment, will I continue to receive a bill?
A: Automatic bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each directly (by phone or online) to arrange payment amounts and scheduling. Most billers continue to mail a bill indicating the total amount they will charge. However, some providers may allow you to elect to receive an online bill or no bill at all. At the time you initiate an automatic bill payment relationship, you should determine how the provider will bill you.
Q: What information will the service provider/biller request?
A: Bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each provider directly to arrange payment amounts and scheduling.
Typically, the biller will ask for your Mastercard account number and the expiration date. For automatic bill payment, the biller may also require the payment amount it is authorised to automatically charge, and the specific date you wish to be charged each month.
Note: Not every service provider/biller will allow you to choose this date. And, some service providers may require additional information, such as your signature.
Q: What if my Mastercard account information changes?
A: Your Mastercard account information may change due to a lost or stolen card, expiration date change or an upgrade to a new product. To prevent an interruption in service, you must contact each biller and give them your new account information. We recommend that you keep a list of the billers that you pay automatically so you can efficiently update this information when necessary.
Q: What if I want to stop an automatic bill payment?
A: Contact the biller with whom you've set up the automatic bill payment, and follow their procedures to cancel or change the method of payment.
Q: What if I don't agree with a payment amount made to a biller/service provider on my Mastercard statement?
A: It is recommended that you review the paper or electronic bill that your biller provides prior to any payment being made with your Mastercard. However, if there is an error or question about a payment billed to your card, contact your biller immediately to resolve payment discrepancies.
As a Mastercard cardholder, you are not responsible for unauthorised purchases charged to your account. Learn more about our Zero Liability* coverage. Exceptions apply.
Q: What are the benefits of bill payment using a Mastercard?
A: Using your Mastercard is much faster and more convenient than writing checks. You can initiate payments at anytime and from anywhere in the world. Charges will appear on your monthly statement, so it is an easy and efficient way to stay organised and keep track of your expenses. In addition, if you use automatic bill payment you won't have to worry about missed payments or late fees. Depending on the card you use, you may also be able to earn rewards.
Q: How can I obtain a BIN List?
A: To obtain the Mastercard BIN list please contact your acquirer or bank. Your acquirer or bank will work with Mastercard to make sure you get BIN list details including updates over time. For further information, please contact Mastercard on (02) 9466 3700.
Q: Having problems accessing mastercard.com?
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If you encounter problems with accessing the site, please try an alternate browser or update your browser to the latest version.
Q: What card benefits and insurance are provided at no cost to me with my Mastercard?
A: Mastercard provides many different features and benefits that vary depending on the specific card you use. To learn more about your card benefits, please contact your issuing bank.
Q: What happens if I lose an item that I purchased with a Mastercard?
A: If you lost an item that you paid for in full with your Mastercard, you may be eligible for replacement or reimbursement. Mastercard provides many different features and benefits that vary depending on the specific card you have. To learn more contact your issuing bank.
Q: How can I find out more about my card benefits?
A: Mastercard provides many different features and benefits that differ depending on the specific card that you have. To find out the benefits offered by your card, please contact your issuing bank.
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.
Q: How can I get the name of the merchant where my card account was compromised?
A: Mastercard appreciates the concern and diligence you are taking to protect your finances as it relates to credit cards and the inquiry regarding a card account breach that has impacted you directly. We take each card breach occurrence very seriously and work closely with investigative agencies. Additionally, Mastercard has increased penalties to processors to help ensure each of these companies protects cardholder data with extreme care and diligence.
Specific to card breaches, Mastercard cannot determine which merchant transaction caused a card breach since this data is not generally provided to us. We encourage you to contact the financial institution that issued your Mastercard for the most up-to-date information. Typically, there is a customer service number on the back of each card that you can call.
Q: What is cash with purchase?
A: Cash with purchase is a service offered by select retailers that allows consumers to get cash from their debit card when making a purchase.
Q: Is there a fee for this service?
A: Although the majority of retailers do not charge for this service, there are some locations that charge a fee.
Q: What is the advantage of getting cash at purchase?
A: Cash with purchase is a convenient way to quickly and easily get cash from your account while shopping at your favorite retail locations, saving you a trip to the ATM. And, in most cases, there is no fee for this service whereas you may be required to pay a fee at the ATM.
Q: Is there a maximum amount of cash I can get with my purchase?
A: The amount of cash available may vary by merchant and may be subject to availability of funds at the time of purchase. If you have questions about the availability of funds at a particular merchant, please contact the merchant directly. Cash with purchase amount is also subject to availability of funds in the account that is linked to your card.
Q: What is an EMV chip card, and how can this technology help my business?
A: The EMV chip card is a card embedded with a computer chip. They are simple to use and accept, and give cardholders increased convenience and security. These cards can even keep track of purchases, offering retailers and service providers marketing opportunities.
Q: What are chip cards?
A: A chip card has an embedded microchip. The chip contains information that is encrypted making it extremely difficult for the card to be copied or counterfeited.
Q: What are the benefits of chip?
A: The embedded microchip provides robust security features and other capabilities that are not possible with traditional magnetic stripe cards. A chip card is virtually impossible to counterfeit.
Q: Who do I contact if I want more information?
A: For more information about your chip card, please contact your financial institution.
Q: How does chip work?
A: Whether your card is inserted in the terminal or tapped, the chip communicates with the terminal to determine whether the card is authentic. Typically, the terminal will prompt you to enter a PIN to validate your identity. Once approved, your transaction will be complete.
Q: How do I know if my chip card has Mastercard contactless?
A: Cards that have contactless capabilities will have a contactless symbol on the card. You can tap to pay at merchants that have the following symbol or on the terminal: 
If a merchant does not have this functionality, you will need to insert your chip card into the terminal and enter your PIN.
Q: Why does my credit card have a PIN?
A: Your credit card has a PIN in order to provide you with the latest security features. By entering your PIN, you validate that you are the authorised user of the card. You will not be charged a fee to use your PIN unless you are using your credit card to get a cash advance at the ATM.
Q: What is Mastercard Click to Pay?
Mastercard Click to Pay provides a password-free online checkout option featuring advanced payment technology and intelligent security. Your consumers can look for the Click to Pay icon to experience the future of secure, convenient online checkout where Mastercard is accepted.
Q: Is Mastercard Click to Pay secure?
Mastercard Click to Pay uses advanced payment technology and intelligent security that help recognize your consumers at checkout. It also leverages behavioral analytics and biometrics to confidently identify legitimate consumers in real time with reduced friction.
For additional security, a one-time verification is always required to update personal information. Your consumers may need to provide a one-time verification code to access their Mastercard Click to Pay profile.
Q: How do my consumers create a Mastercard Click to Pay profile or add a card?
There are several convenient ways to create a Click to Pay profile or add a card. Your consumers can:
- Create a profile or add a Mastercard at mastercard.com.au/clicktopay
- Create a profile or add a Mastercard at checkout when they see the Click to Pay icon where Mastercard is accepted
- Enroll through their bank when they see the Click to Pay icon
- To add cards from payment brands other than Mastercard, visit that payment brand’s site directly.
Q: How and where do consumers use Click to Pay?
This secure, convenient online checkout option is designed to work across devices and web browsers.
Consumers can experience the future of secure, convenient online checkout by looking for the Click to Pay icon where Mastercard is accepted.
They simply select the checkout button where they see the Click to Pay icon, select their card and complete the purchase.
Q: Which payment methods does Click to Pay support?
Your consumers can use all Mastercard credit, debit and prepaid payment methods. Card usage and availability of other network cards may vary. However, each merchant decides which payment brands to accept.
Q: Is Click to Pay for online payments only?
Yes. This new online checkout option brings Mastercard's security technology to online payments, so your consumers will feel as secure and confident paying online as they do in stores.
Q: Why should my consumers use Click to Pay?
Mastercard Click to Pay features the latest security and payment technology so your consumers can check out quickly and securely without a password.
Mastercard Click to Pay protects consumer payment information with multiple layers of security and provides a consistent, frictionless online checkout experience across all participating merchants.
Q: What is Click to Pay?
Click to Pay is Mastercard’s better way to pay online – featuring advanced payment technology built on industry standards and intelligent security from Mastercard.
You can experience the future of secure, password-free checkout by looking for the Click to Pay icon where Mastercard is accepted.
Q: Why should I use Click to Pay?
Click to Pay is Mastercard’s faster and smarter way to pay online – no more passwords to remember or accounts to create.
No more passwords
Take the hassle out of paying online.
Smart security
Intelligent security helps recognize you at checkout.
Stay in control
Store payment information securely in your Mastercard Click to Pay profile so it's there when you need it.
Q: How can I create a Mastercard Click to Pay profile or add a card?
There are a few ways to set up a profile or add a card:
- Create a Click to Pay profile or add a Mastercard here.
- Add a Mastercard to Click to Pay during checkout.
- Enroll through your bank. To manage cards and profiles with other payment brands (like Visa or American Express), visit their websites.
Q: Where can I use Click to Pay?
Check out with Click to Pay when you see the icon and the Mastercard logo.
Q: Is Click to Pay for online payments only?
Yes, this new way to pay brings Mastercard security technology to online payments. Now you can feel as secure and confident paying online as you do in stores.
Q: Is Click to Pay for online payments only?
Yes. This new online checkout option brings Mastercard's security technology to online payments, so your consumers will feel as secure and confident paying online as they do in stores.
Q: Which payment methods can I use for Click to Pay?
You can use all Mastercard credit, debit and prepaid payment methods. However, each merchant decides which payment brands to accept.
Please check with your bank or preferred payment brand for availability.
Q: How can I securely access my Mastercard Click to Pay profile without a password?
Passwords can be lost or stolen. Mastercard Click to Pay uses advanced payment technology built on industry standards and intelligent security to ensure that you, and only you, are accessing your profile.
If you're a remembered user, you'll be recognized at checkout – no password required.
If you’re not a remembered user, enter your user ID – the email address associated with your Click to Pay profile – to receive a one-time verification code. This will allow you to access your Click to Pay profile and check out securely in just a few clicks.
For additional security, verification is always required to update personal information. You may also need to provide verification if there is unusual activity with your Click to Pay profile.
Q: Why aren’t all of my cards listed in my Mastercard Click to Pay profile?
You can only manage your Mastercard here. If you would like to manage cards with other payment brands (like Visa or American Express), please visit their websites to enroll or add cards.
Q: What does selecting "Remember me" do?
The Remember me option gives you quick access to your Mastercard Click to Pay profile and helps you check out faster.
If you're remembered on a device/browser, you'll be recognized and remembered at checkout as long as you use the same browser and don't clear your browsing data (cookies).
If you do not select Remember me, you'll have to manually enter your user ID and a verification code every time you want to access your Click to Pay profile or check out.
You can manage which devices remember you by accessing Settings, then Remembered Devices in your Mastercard Click to Pay profile.
Where can I manage my Mastercard Click to Pay profile outside of checkout?
You can manage your Mastercard Click to Pay profile at any time by visiting here.
After accessing your Click to Pay profile, you can:
- Add/delete a card
- Add/delete a shipping address
- Edit your phone number
- Manage browser and device connections
- Delete your Mastercard Click to Pay profile
Q: How do I change my user ID if I made a mistake during enrollment?
For your security, you cannot edit your user ID – the email address linked to your Click to Pay profile. You'll need to delete your current profile with the wrong email address. Then, you can create a new Click to Pay profile with your Mastercard and the correct email address as your new user ID.
Q: How do I edit a card?
To update a card, delete it from your Click to Pay profile. Then add your card as a new payment method with the updated information.
Q: What do I do if Click to Pay is not working?
If Click to Pay is not working or you cannot select the Click to Pay icon, please contact the merchant where you are trying to check out.
Q: How do I delete my Mastercard Click to Pay profile?
Visit here, select View profile and delete your Mastercard Click to Pay profile.
You can delete your profile information from Mastercard Click to Pay by signing in to your profile here. In your profile, click on the menu in the top right-hand corner. Choose Settings and then choose Manage profile.
If you change your mind, you will need to create a new Click to Pay profile. To manage cards and profiles with other payment brands, visit their websites.
Q: How can I offer Click to Pay to my consumers?
Click to Pay is designed to work with major payment methods across credit, debit and prepaid cards.
Q: How does Click to Pay help financial institutions?
Click to Pay helps financial institutions better manage authentication and risk by leveraging EMV standards to make online payments more secure.
Click to Pay also deepens consumer relationships by empowering your consumers to take control of their stored online payment credentials through your mobile banking app or website.
Your consumers can experience the future of secure, convenient online checkout by looking for the Click to Pay icon where Mastercard is accepted or by visiting mastercard.com.au/clicktopay
Q: What are the benefits of implementing Click to Pay?
Implementing Click to Pay can help increase your approval rates, leading to potentially higher conversion rates and a better consumer experience.
How? Click to Pay creates a convenient, consistent online checkout experience. Your consumers will find a recognizable icon across merchants and devices, streamlining checkout. Also, they'll know their purchases are protected by advanced payment technology – with no need to remember a password.
Q: How much does Click to Pay cost?
Click to Pay is free for your consumers, but merchant development costs may apply.
Q: How is Click to Pay different from other online payment solutions?
Click to Pay is a faster, smarter way to pay that takes the hassle out of paying online, letting your consumers securely access their information at checkout – without a password. Instead, this innovative checkout option uses advanced payment technology and intelligent security that works across channels and devices.
Q: What is Mastercard contactless?
A: Mastercard contactless is like having exact change wherever you go. A simple tap of your card, key fob or smart phone is all it takes to pay at checkout.
Q: Why should I use contactless?
A: There are many benefits to contactless payments:
- It's like having exact change wherever you go, so you don't have to worry about carrying around cash or fishing for coins.
- You are in control because your contactless-enabled card or device never leaves your hand at checkout.
- You get better record keeping of all your purchases than you do when using cash.
- It's fast and ideal at places where speed is essential, like stadiums, fast food restaurants, gas stations and more.
Q: Where can I make contactless payments?
A: Anywhere you see the contactless symbol at checkout , you can simply tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.
If you don't see the symbol, your contactless-enabled card can still be used by inserting your chip card or swiping at checkout.
Q: How do I pay with Mastercard contactless?
A: To make a purchase, simply tap your Mastercard contactless card, key fob or smart phone on the payment reader at the checkout of participating retail locations.
Q: Can I use my contactless card or device on payment readers that don't display the contactless logo?
A: You can make contactless payments on any contactless payment reader that displays this symbol 
. You may also use contactless cards in magnetic stripe readers by swiping the card. However, you cannot use a contactless key fob or smart phone in a magnetic stripe reader.
Q: How close does the "tap" have to be to the checkout reader?
A: Typically, when you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal at the counter. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use rather than tapping your wallet against the reader.
Q: How will purchases appear on my monthly statement?
A: Purchases made with contactless will be displayed on your statement just like any other purchase you make with a card.
Q: How does it work?
A: Contactless uses a hidden embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard network. If using a mobile phone, moments after you tap, you'll receive payment confirmation and be on your way.
Q: What is a key fob or payment tag?
A: A key fob or payment tag is a special contactless device that you can attach to your key chain. Card issuers sometimes provide this as a companion to your traditional primary Mastercard plastic card.
Q: Do I have to treat my Mastercard contactless card or device in any special way?
A: Treat your contactless card or device as you would any other credit, debit or prepaid card. Always know where your contactless card or device is and keep it in a safe place. And be sure to keep a record of all of your card numbers, expiration dates and emergency phone numbers.
Q: Is there a battery?
A: No, there is no battery.
Q: Do I need to turn it on/off?
A: If you have a contactless-enabled mobile phone, you can turn it on or off. If you are using contactless card or fob, it is always on and ready to use.
Q: Is it safe?
A: Yes. Contactless payments provide secure encryption technology and Zero Liability protection and are as safe as your regular card.
- You are in control – your contactless-enabled card or device never leaves your hands to make a payment
- No accidental payments – your contactless-enabled card or device must be close to the reader at checkout to work
- Not billed twice – even if you tap more than once at checkout, you'll only get billed once for your purchas
Q: Why aren't signatures required?
A: To ensure that using contactless is as simple and convenient as cash, merchants that accept contactless do not require you to sign for small purchases ($100 or below). However, for your protection, purchases over $100 generally require a signature or PIN.
Q: What do I do if my contactless card or device has been lost or stolen?
A: If you have lost your card or suspect unauthorised activity on your account, contact the financial institution that issued your card immediately.
Q: I would like to be removed from the contactless locator. Who can I contact?
A: Merchants who wish to decline participation may contact the Location Services Call Center and provide the following:
- Merchant representative or contact name
- Name of the business (i.e., "Doing Business As" name)
- Business location or address to be removed (one or more)
- Telephone number or email address for call back confirmation
Location Services Call Center
location_services@mastercard.com
1-636-722-4050 (other locations)
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.
Q: How does this "non-verified" transaction change the payment guarantee for the merchant?
A: The use of Mastercard contactless does not change the payment guarantee for merchants. Existing rules in place for the product/merchant category in which the transaction takes place continue to apply when contactless technology is used.
Q: What costs are involved?
A: To accept contactless payments, merchants can implement either a plug-in peripheral reader or a fully integrated system. Costs will vary depending on the selected solution.
Q: What type of technology is used for contactless?
A: In keeping with our overall strategy to create globally interoperable payment solutions, Mastercard contactless was built following an open industry standard for radio frequency communications - ISO 14443.
Q: What types of merchants will benefit the most from Mastercard contactless?
A: Mastercard contactless is an excellent choice for environments where speed and convenience are important and cash is the dominant payment method. Examples of this are fuel pumps, quick-service restaurants (QSRs), drive-thrus, convenience stores, vending machines, tollbooths, taxis and parking venues, among others.
Q: On which routes can I pay fares using my Mastercard Card?
A: You can use your Mastercard card on all Sydney Trains, NSW TrainLink Intercity (rail only), Sydney Ferries and Light Rail services in the Opal network.. Your card cannot be used to pay for public transport fares on any buses.
Q: Do I need to activate anything?
A: No, your contactless Mastercard card (except for prepaid cards) or mobile wallet is ready to be used on Sydney Trains, NSW TrainLink Intercity (rail only), Sydney Ferries and Light Rail Opal readers, which work like any other payment terminal where you would use your card.
Q: What are the benefits of using my Card?
A: Using your card is a convenient alternative to an Adult Opal single trip ticket. There’s no need to queue to buy a ticket or top up your Opal card, and you’ll also be earning points as normal.
Q: Are there any discounts available, such as Opal discounts?
A: The following benefits apply:
- Opal daily, weekly and Sunday travel caps will be available for adult fares.
- Sydney Airport station access fee is built into contactless fares for customers visiting Sydney International or Domestic Airport stations.
The following discounts do not apply:
- Off-peak pricing
- Gold Senior/Pensioner, Child/Youth and Concession fares
- Weekly travel rewards, transfer discounts and Opal Trip Advantage
Visit transportnsw.info for current fare information on discounts.
Q: How much will tapping with my Card cost?
A: Using your card to pay for a one-way fare is the same as a standard (peak) Adult Opal fare and is priced based on the distance travelled and the mode of transport used.
Visit transportnsw.info for current fare information.
Q: Can I use one credit/debit Card to pay for my family and friends?
A: No. You can only pay for one standard (peak) Adult Opal fare per contactless card, per trip. This means each passenger needs to use their own contactless-enabled card. If you are travelling with people who do not have these cards or if you wish to purchase Child/Youth single trip tickets, please visit a ticket machine.
Q: My partner and I each have a credit card linked to the same joint account. Can we each use our own Card to make contactless transport payment?
A: Yes. You can each pay for one individual standard (peak) Adult Opal fare per card, per trip.
Q: Can I tap on with a contactless-enabled Card to pay a Child/Youth, Concession or Senior/Pensioner fare?
A: No. Only standard (peak) Adult Opal fares can be purchased using contactless payments. If you wish to pay a Child/Youth fare, you should buy a Child/Youth Opal single trip ticket from a ticket machine or get a Child/Youth Opal card from an Opal Retailer or Transport Customer Service Centre. Find out how to order Concession or Gold Senior/Pensioner Opal cards.
Q: What is 'Card Clash' and how can I avoid it?
A: Opal card readers will only debit one card each time you tap on, but it is important to separate your cards to ensure the right one is read. If you tap on with your whole wallet or bag and it contains more than one contactless card, the Opal reader may debit a card you had not intended to use for this payment. This is known as ‘card clash’. Separate your contactless cards to avoid card clash.
Q: What charges will I see on my Card?
A: After you tap on at the Opal reader at the train station, ferry wharf or light rail stop, a $1 pending transaction may appear on your statement or device for each trip taken. When fares are settled by your bank (processing times may vary), any pending transactions will be replaced with individual charges for each trip taken, accompanied by a description on your statement indicating that the amount relates to Transport for NSW travel.
Example
You tap on with your credit card before boarding a train. You then tap off and exit the paid aread before tapping on and boarding another train service. As you have taken two trips, you will see two $1 pending transactions on your statement. These will be replaced by the relevant fares when your bank settles the funds.
You may see delayed transactions or fare adjustments on your statement up to seven business days after you travelled. This is normal. If you wish to query the charge please contact your card issuer after seven business days have passed.
Q: Why might my Card not work at the Opal Reader?
A: If you don’t see the green ‘Payment card OK’ message when you tap on, it may be because the card has not been properly presented to the Opal reader. Try tapping on again. If it still doesn’t work you may see a ‘Card Not Valid’ message indicating that the card was rejected.
Reasons why your card may not work include:
- You have reached your credit limit
- Your card may not support contactless payments
- Your card may be a prepaid card
- Your card has expired.
If this happens you can ask for help from train, ferry or light rail staff. If you need further assistance please call the number on the back of your card.
Q: What happens if my Card is declined?
A: If your card had insufficient funds available to cover your contactless transport fare last time you used it, the next time you try to tap on at an Opal reader it will be declined. To travel immediately, you will need to obtain an Opal card from a retail outlet or an Opal Adult single trip ticket from a ticket machine.
Before you can use this card for contactless transport payments again you will need to return it to good standing, which may mean ensuring your account has sufficient funds to cover travel. You can then tap on with your card at an Opal reader at any Sydney Trains, NSW TrainLink, light rail or Sydney Ferries location to trigger payment of the outstanding fare.
It may take up to 15 minutes from your tap on for the previous fare to be cleared, after which, you will be able to use that card to travel again.
Alternatively, if you transfer money to your account within nine calendar days, Transport for NSW will automatically deduct the outstanding fare from your account and you will be able to use your card or device for contactless transport payments again.
Q: How do I query a charge?
A: If you believe you have been charged an incorrect fare, first visit transportnsw.info to familiarise yourself with the contactless transport payment fare rules as they are different to Opal fare rules.
If an incorrect fare has been charged, you can lodge a Contactless Transport Payments Reimbursement Form in line with the Opal Refunds and Balance Transfer Policy.
If you believe your card has been used fraudulently you should contact the issuing bank immediately.
Q: What happens if I decide not to travel after I’ve tapped on?
A: If you decide not to travel but you’ve already tapped on, simply present the same card or device a second time to the Opal card reader at your departure stop within 15 minutes for light rail travel and within 30 minutes for trains and ferries.
A pending charge of $1.00 may appear on your statement. This will be removed overnight and no charge will appear on your statement.
Q: What if I forget to tap on and off?
A: When travelling on most trains, ferries and light rail services, you must tap on and tap off with your contactless credit / debit card or linked device. The only exception to this is on the F1 Manly to Circular Quay service, which is a tap on only service. If you do not tap off the system will assume that the maximum distance has been travelled and therefore deduct the default fare.
Q: How can I prove that I’ve have paid using a credit / debit card or digital device?
A: If asked, customers must present the contactless card or device they tapped on or tapped off with to an Authorised Officer. They will scan the customer’s card or device in their presence to confirm if they are using their card or device correctly.
Q: Do I have to show my credit / debit card or digital device to an Authorised Officer if asked?
A: Authorised Officers have the right to ask to see your ticket, which includes the card or device card or device they tapped on with, at any time. If you cannot produce their ticket for inspection they may be fined up to $550.
Authorised Officers may also:
- Request a customer’s name and address*.
- Ask to see evidence which confirms their identity and address.
- Call the Police to verify the customer’s name and address.
* If customers do not comply with this request, they may be issued with a Caution or Penalty Notice.
Q: Do Authorised Officers see my personal information or credit / debit card details when they scan my card or device?
A: If an Authorised Officer scans your contactless payment card or device they can only see information they need to confirm that you have correctly tapped on or tapped off.
They cannot see:
- your credit / debit account details or address
- your credit / debit card statement
- retail transactions (except the last 10 contactless transport fare transactions on this account).
They can see:
- if your card / digital wallet is valid and accepted for contactless transport payments
- where you tapped on or tapped off
- the fare paid if the check is conducted after you have tapped off
- details of your last 10 contactless transport transactions.
This information is visible for a very limited time. A series of safety protocols is used, including end-to-end encryption, to ensure contactless transport payments and fare compliance checks are processed in line with the Payment Card Industry Data Security Standards (PCI-DSS).
Q: Can Business and Corporate Mastercard Cards be used?
A: Yes, as long as your card is issued by Mastercard, is contactless-enabled (or being used in a mobile wallet) and not a prepaid card.
Q: Where can I find out more?
A: For more information:
- Visit transportnsw.info
- Ask Sydney Trains or NSW TrainLink Intercity, Sydney Ferries and light rail staff
- For Mastercard card Members, call the number on the back of your card.
- For bank-issued Mastercard card Members, contact your issuing bank.
Q: Where can I find exchange rate information?
A: In order to provide easy access to exchange rate information, Mastercard has created a tool using multiple market sources (such as Bloomberg, Reuters, Central Banks and others).
Click here to visit our Currency Conversion Tool
Q. What is the currency rate for a country I am visiting?
If you would like to know what the latest currency exchange rate is for the location you are visiting, please visit our website for the latest currency exchange rates.
Q: How is currency conversion charged to my account?
A: We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Typically, there is a customer service number on the back of each card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.
Q: I made a purchase in my local currency, so why was I charged a currency conversion fee?
A: We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Typically, there is a customer service number on the back of each card.
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.
Q: How do I contact Mastercard Customer Operations Support?
A: Customer Operations Support can be reached at Customer_Support@mastercard.com
Q: How do I begin accepting Mastercard?
A: It's easy to get started. The first step is to contact an acquirer or a payment services provider to apply for a merchant account with a bank or one of its agents.
Get started accepting payments
Q: How can I accept e-Commerce payments?
A: Many payment service providers can assist you in accepting e-commerce payments. In fact, many providers can also help you create a Web site, add a shopping cart function and enhance the security of your site and transactions.
Q: How can I download the Mastercard brand mark for use on my Web site?
A: Electronic versions of the Mastercard brand mark are available from the Mastercard Brand Center for download.
Q: Questions not answered here?
A: If your question is not listed, your best option is to contact the financial institution that issued your account as only they have your account specific information. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can also always contact the Mastercard Assistance Center either toll free at 1-800-627-8372 or collect at 1-636-722-7111 and we can direct you to your issuer.
If you believe that your question can only be answered by Mastercard:
Email AskMastercard@mastercard.com
Or mail a letter to:
Consumer Inquiries
Mastercard International Incoporated
2000 Purchase Street
Purchase, NY 10577
Q: How can I apply for a Mastercard?
A: If you already have a deposit account with a bank or credit union, you might want to contact them first to see if they can provide you with a Mastercard. If you do not currently have a relationship with a financial institution or would like to get offers from various issuers, Mastercard has created an online tool to assist in making decisions about which card products are available.
Q: Are there any programs that will help to grow my business?
A: Yes, Mastercard has programs designed to grow various types of businesses.
Q: How does the payment process work?
A: Let's review the payment process.
Q: What are the benefits of accepting Mastercard?
A: Whether you're a new or established business, card acceptance can have a positive impact on your bottom line. Here are just a few of the many benefits:
- Increased Sales
Consumers spend more when they're not constrained by cash on hand. You may see increased purchases of higher-margin products as well as specialty items. And customers may visit your store more often. - Higher Customer Satisfaction
Your customers will appreciate the fact that you allow them the flexibility to pay the way they want to pay - including by credit or debit card. Happier customers are more loyal customers. - Faster Checkout
You'll speed your customers through checkout with rapid electronic payment. No more counting change or waiting while customers write checks. - Improved Efficiency
Card transactions are conducted electronically. These paperless payments can save you time and money by minimising cash handling and payment reconciliation, giving you more time to do more important things - like managing and growing your business. - Safety
With lower volumes of cash, you're less vulnerable to theft and pilfering. - Currency Conversion
Electronic payments on Mastercard and Maestro-branded cards are settled in the currency in which you sell your goods and services, regardless of where the cardholder is from. So, if you sell in Australian dollars, that's how you'll be paid.
Q: How do I start accepting card / digital payments?
A: Find what you will need to start accepting electronic payments.
Q: What's the difference between an acquirer and a payment facilitator?
A: A payment facilitator is a merchant of record who facilitates transactions on behalf of a sub-merchant. An acquirer is the bank or financial institution that processes credit and/or debit payments for a merchant.
Q: What's an acquirer and why do I need one?
A: Also referred to as a merchant bank, an acquirer is a financial institution that is licensed by Mastercard to help a merchant accept Mastercard payments. Acquirers either sell their processing services directly to merchants or hire agents to sell on their behalf. These agents must be registered with Mastercard and clearly identify the Mastercard issuing bank that they represent on their business cards and stationery. The merchant agreement should also clearly identify the name of the bank.
Q: What's an interchange rate?
A: Interchange rates are fees paid by acquirers to card issuers on purchase transactions conducted on payment cards. They are only one of many cost components included in a Merchant Discount Rate. Mastercard establishes its interchange rates, which are a necessary and efficient method by which Mastercard maintains a vibrant payments network.
Learn more about Mastercard interchange rates
Q: Who do I call if I have a problem with my point-of-sale terminals?
A: Contact your acquirer or payment facilitator if you have a question related to your terminals.
Q: Will I incur any cost to accept payments?
A: Your acquirer/payment facilitator will provide you with information about costs.
Q: I work in law enforcement and I'm investigating a fraud case, who can I speak with?
A: Please email our Law Enforcement Support Center at Law_Enforcement_Support@mastercard.com. Please do not include full card numbers in the email; provide only the first 6-digits of the card number. We will respond to your inquiry within 48 business hours.
Please also be advised that Mastercard does not maintain accounts or establish individual customer relationships with cardholders. While banks and financial institutions do issue cards branded with the Mastercard name and mark under a license from Mastercard, the actual relationship with a cardholder is solely that of the issuing institution. As a result, any account information is maintained by the bank or financial institution that issues the Mastercard card, and it is the bank or financial institution that also provides periodic statements, disclosures and communications to the cardholder.
Where can I get Mastercard logos?
Downloadable logo artwork, usage guidelines and decals to order are available at the Mastercard® Brand Center.
Q: I no longer have my Mastercard, how do I report the card as lost or stolen?
A: A Mastercard representative will be able to assist you in filing a lost or stolen card report. Please contact the Mastercard Assistance Center either toll-free on 1800-120-113 or collect at 1-636-722-7111. You should also contact the financial institution that issued your Mastercard.
Q: What liability do I have for unauthorised purchases made on a lost or stolen Mastercard?
A: If Mastercard Zero Liability protection applies to your Mastercard, once you report your card to Mastercard as lost or stolen, no unauthorised charges should be posted to your account in most situations. We recommend that you review the next two billing statements after you report a lost or stolen card to ensure that no unauthorised transactions have been posted. If you see unauthorised transactions, please promptly contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution listed on the back of the card or on your billing statement.
Q: How can I get a replacement card?
A: Please contact your financial institution that issued your card to arrange a replacement card.
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.
Q: Lost or stolen card?
A: Whether you're the victim of credit card theft, have lost your card or just need help locating an ATM, we're here to assist you 24 hours a day, 365 days a year. Call to speak with a representative regarding:
- Lost or stolen cards
- Emergency replacement cards
- Emergency cash advances
- How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
- Questions about applicable card benefits
Emergency Contact
In Australia: 1800-120-113
Click here for a list of all emergency contact numbers.
For locations not listed in our directory, you can call the following number collect to the United States: 1-636-722-7111.
Q: What is Pay by Account?
A: Pay By Account is the simplest and most secure way for you to make payments online from your bank accounts. You consent to sharing data about your bank accounts with Pay by Account so that you don’t have to enter bank account details every time you want to make a payment. You can also check your bank account balances before making payments.
Q: Is my bank account data safe?
A: Pay by Account securely handles your bank account data in accordance with industry security standards and guidelines.
Q: How can I pay using Pay by Account?
A: Pay by Account is offered by participating merchants. Look for the Pay by Account logo or button at checkout.
If you have an account, it’s as easy as selecting Pay by Account as the payment method at checkout, logging in to Pay by Account and selecting the bank account you want to pay with.
Q: Does my bank support data sharing with Pay by Account?
A: All Australian banks support the sharing of bank account data with Pay by Account.
Q: How do I add a new bank account to Pay by Account?
A: You can add a new bank account to Pay by Account when using Pay by Account as a payment method. Select Connect another bank or account at the payment screen and follow the prompts to consent to sharing data from your bank.
Q: How do I remove my bank account from Pay by Account
A: Select Bank accounts from the menu and select the Manage consent button on the right. In the popup, find the bank that you want to stop sharing data from and select Stop sharing all accounts. When you confirm that you want to stop sharing data from that bank, you will no longer be able use the bank accounts with that bank for making payments or receiving refunds through Pay by Account.
Q: How long do I share my bank account data with Pay by Account?
A: You consent to sharing data from your bank for a period of 365 days. You can revoke your consent to data sharing at any time, either through Pay by Account or through your bank..
Q: The data sharing consent for my bank account has expired. What can I do?
A: You can add your bank account to Pay by Account again when using Pay by Account as a payment method. If you have no bank accounts shared with Pay by Account, you will be prompted to add a bank account at the payment screen. Follow the prompts to consent to sharing data from your bank.
Q: I had a problem paying with Pay by Account. What can I do?
A: Please contact our support team.
Q: How do I update my personal details in Pay by Account?
A: Select Update profile under Manage account in the menu and enter your new details.
Q: How do I update my email address in Pay by Account?
A: Select Update email under Manage account in the menu and enter your new email address. A code will be sent to the mobile phone registered to your account to confirm the change.
Q: How do I update my mobile number in Pay by Account?
A: Select Update mobile under Manage account in the menu and enter your new email address. A code will be sent to the mobile phone registered to your account to confirm the change.
Q: How do I change my password?
A: Select Change password under Manage account in the menu. You must enter your current password and choose a new password. The new password must be at least 8 characters and must contain lowercase and uppercase letters, digits and symbols. The new password must not contain more than two repeated characters and must not contain any account details, e.g., your last name.
Q: I forgot my password. What can I do?
A: You can reset your password. On the Pay by Account login page, select the Forgotten Password link. Enter your email address and your new password. A code will be sent to your mobile phone to confirm the change.
Q: Can I deactivate my account?
A: Yes, you can deactivate your account by selecting Deactivate account under Manage account in the menu. If you deactivate your account, you will stop sharing data from all banks. You will not be able to use Pay by Account to make a payment or submit a dispute with any merchant. You will not be able to access your account to see your transactions or disputes. You will not be able to create a new account with the same email address or mobile number.
Q: Can I see who I've paid using Pay by Account?
A: Yes, you can view all merchants that you’ve paid by selecting Merchants from the menu. Select a merchant to view more details.
Q: Can I see all my transactions?
A: Res, you can view all transactions by selecting Transactions from the menu. You can filter your transactions by bank account, merchant, amount and date. Select a transaction to view more details.
Q: What does it mean if a transaction is Pending?
A: Payments to a merchant can take up to 3 business days, depending on your bank. If the transaction is Pending, then your payment to the merchant hasn’t cleared yet. You cannot dispute a Pending transaction.
Q: What does it mean if a transaction is Approved?
A:Your payment to the merchant was successful. You can dispute an Approved transaction if you need to.
Q: What does it mean if a transaction is Declined?
A: Your payment to the merchant failed. For example, you may not have had sufficient funds in the bank account you used for payment. You cannot dispute a Declined transaction.
Q: I haven't received goods or services from a merchant. What can I do?
A: You can only dispute a transaction with a merchant if the transaction was conducted through Pay by Account.
You can dispute a transaction by selecting the transaction and clicking the Dispute Transaction button. Alternatively, you can select Disputes from the menu and click the Dispute a Transaction button.
You cannot dispute a transaction unless it is Approved.
Please allow 2 calendar days from expected delivery date before submitting a dispute in case there was an unexpected problem with delivery.
Please provide relevant information and documents when submitting a dispute so that the merchant can investigate the problem.
Please do not include any personal data that isn’t relevant to your dispute and please do not include your bank account details.
Please contact our support team with any further queries.
Q: There is a transaction that I did not authorise. What can I do?
A: Please contact our support team.
Q: I have duplicate transactions. What can I do?
A: Please contact our support team.
Q: A transaction was for the incorrect amount. What can I do?
A: Please contact our support team.
Q: How long do I have to dispute a transaction?
A: You can dispute a transaction up to 90 calendar days after the transaction date.
Q: How long does it take for a dispute to be resolved?
A: The merchant will review your dispute and must respond within 30 calendar days. The merchant can either accept the dispute and issue a refund or reject the dispute.
If the merchant doesn’t respond at all within 30 calendar days, Pay by Account will automatically issue a refund.
Q: What is happening with my dispute?
A: You will receive email notifications whenever there is a change to your dispute. You can check the dispute by selecting Disputes from the menu to view all disputes and selecting the relevant dispute.
Q: A refund has been initiated. How soon can I expect my money?
A: It can take 3 to 5 business days for the refund to clear in your bank account.
Q: I haven't received my refund. What can I do?
A: Please allow 5 business days for the refund to clear in your bank account. If you still haven’t received your refund, please contact our support team.
Q: The merchant has rejected my dispute. What can I do?
A: You have 7 calendar days to escalate the dispute to Pay by Account. Pay by Account will review all the evidence that you and the merchant have provided and will resolve the dispute accordingly. The decision of Pay by Account is final.
To escalate a dispute, select Disputes from the menu to view all disputes, select the relevant dispute to view its details and click the Escalate Dispute button.
Q: Where can I get a Mastercard Everyday Prepaid Card?
A: It's easy to find the Mastercard Everday Prepaid Card that's right for you. They are available at participating stores and online.
Q: Do I have to activate and register my prepaid card before using it?
A: Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function and card benefits such as zero liability or card replacement, you will need to register your card.
Q: How do I use a Mastercard Everyday Prepaid Card?
A: When you're ready to make a purchase, give the cashier your card or, if asked, swipe your card at the terminal. The purchase amount will automatically be deducted from the card balance.
Q: Where can I use my Mastercard Everyday Prepaid Card?
A: You can use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted - that's millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.
Q: My available card balance will not cover my purchase amount. Can I still use my prepaid card?
A: Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.
Q: How do I return an item that was purchased on a Mastercard Everyday Prepaid Card?
A: When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.
Q: How do prepaid travel cards work?
A: Prepaid travel cards work just like all Mastercard prepaid cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted. You can shop in stores, online or over the phone. As you make purchases with the card, funds are immediately deducted from the available card balance. You can continue to use your card until the card balance has been depleted or until the expiration date shown on the card.
You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.
Q: How can I get the balance on my prepaid travel card?
A: Depending on your card, you may be able to check your balance on the issuer's Web site. Certain merchants will also have the ability to read your card's balance for you.
Q: What if my card is lost or stolen?
A: Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.
If you registered your Mastercard Travel prepaid card, it may provide Zero Liability protection. Certain exceptions apply. Click here for terms & conditions.
Q: How do I get my Mastercard prepaid card balance?
A: You can get your balance by following the instructions provided with your card. Generally, this includes either visiting the card issuer's Web site or by calling the phone number on the back of the card.
Q: How much does a reload transaction cost?
A: Retailers may charge reload fees. Please refer to the fees section and also check with your local participating retailer for the most up-to-date information.
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.
Q: How can I get a replacement card?
A: Please contact your financial institution that issued your card to arrange a replacement card
Q: I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What should I do?
A: Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email to stopit@mastercard.com.
Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?
A: Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative do not respond.
Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.
If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit card or debit card to report the incident.
Q: I believe fraudulent purchases were made on my Mastercard credit card or debit card. How do I report it?
A: If you believe that a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.
Q: I know who committed fraud on my Mastercard credit card or debit card. How do I report it?
A: If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.
If you do not know the name of your financial institution or can't find it, you may contact the Mastercard Fraud Team at FraudTeam@Mastercard.com. If you do not have access to email and prefer to send a letter to Mastercard, please address your concern to:
Consumer Inquiries
Mastercard
2000 Purchase Street
Purchase, NY 10577
Q: I believe someone has applied for a Mastercard credit card in my name. What should I do?
A: Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution, you should contact them immediately and cancel the account.
Q: There was a breach on my account and I received a new card. How can I get more information?
A: Mastercard appreciates the concern and diligence you are taking to protect your finances. We take each card breach very seriously and work closely with investigative agencies. We encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.
Q: How do I report potential fraud?
A: If you possess contact information for someone who has committed fraud on a Mastercard account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.
Merchant Q: I'm a merchant. What is Mastercard SecureCode?
Merchant A: Mastercard SecureCode is a global program designed to provide online merchants with the added security of having issuing banks authenticate their cardholders when shopping.
- By particpating in SecureCode merchants can benefit from the liability shift (from merchant to issuer) which provides protection against "cardholder unauthorised" or "cardholder not recognised" chargebacks. Such protection is designed to reduce your chargeback exposure, losses and processing expenses.
- When you implement SecureCode, consumer confidence increases, making your customers more likely to make an online purchase from you.
Merchant Q: Is SecureCode easy for online shoppers to use?
Merchant A: Yes, SecureCode is intergrated as part of your checkout experience, shoppers may be requested to provide additional information to their card issuer during the checkout before their online transaction can be completed.
Merchant Q: I'm a merchant, how do I get SecureCode for my business?
Merchant A: The SecureCode program may already be available through your transaction processor or service provider. Alternatively, a list of compliant MasterCard SecureCode vendors is available, visit: SecureCode technology vendors.
Merchant Q: Am I required to display the Mastercard SecureCode program logo on my site?
Merchant A: Yes. This lets customers know you are doing your part to help improve the safety of their transactions.
The SecureCode program identifier is available on the Mastercard Brand Center. Download artwork
Consumer Q: I'm a consumer. What is Mastercard SecureCode?
Consumer A: Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card and gives you an additional layer of security that may protect you against unauthorised use of your card when you shop at participating online retailers. This service is provided by your card issuing bank.
Consumer Q: How does Mastercard SecureCode work?
Consumer A: SecureCode works with your existing Mastercard account and it is easy to use. SecureCode helps protect against unauthorised use of your card when you shop online.
Look for the SecureCode logo at participating merchants. When you make a purchase at a participating merchant, during the check out process you may be prompted by your card issuer to identify yourself to ensure you are the person making the transaction. You may receive an one-time code via text message or some other method. This information is not shared with the merchant, it is between you and your card issuer. Check with your card issuing financial institution to participate in SecureCode. They will provide you with the information needed to identify yourself during the purcahse.
Consumer Q: How do I know whether a merchant participates in SecureCode?
Consumer A: Many participating merchants display the SecureCode brand mark. When you make a purchase at a participating online merchant, during the check out process you may be prompted by your card issuer to identify yourself to ensure you are the person making the transaction. This information is not shared with the merchant, it is between you and your card issuer.
Consumer Q: Will I be able to make purchases at merchants that accept Mastercard, but do not participate in SecureCode?
Consumer A: If you make a purchase at a merchant that does not participate in SecureCode, you will continue to be protected from unauthorised purchases by Zero Liability from Mastercard. Certain restriction may apply.
Consumer Q: What should I do if I am experiencing any problems?
Consumer A: If you are experiencing problems with SecureCode please contact your Financial Institution.
Q: My receipt did not clearly indicate the surcharge. What should I do?
A: Merchants can charge a surcharge to customers who choose to pay with debit, prepaid or credit cards. Merchants much clearly disclose their surcharge policies at the register or point of payment and clearly indicate the amount of the surcharge. The surcharge must not exceed the cost of acceptance for the Merchant.
If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us directly at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.
Q: The merchant surcharge was a higher amount than I expected. What should I do?
A: The surcharge should not exceed the merchant's cost of acceptance, and this amount must be clearly displayed by the merchant.
If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us directly at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.
Q: The merchant surcharge was not clearly disclosed before I paid. What should I do?
A: Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.
Q: I was charged a surcharge without my knowledge. What should I do?
A: Merchants can charge an extra fee to all customers who pay with debit, prepaid or credit cards.
Merchants must clearly disclose their surcharge policies at the register or point of payment and clearly indicate the amount of the surcharge.
If you are not certain whether you have been charged appropriately or would like to report a questionable charge, email us at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.
Q: A merchant wanted to charge a surcharge or fee to use my Mastercard card. What should I do?
A: Merchants can charge an extra fee to customers who pay with debit, prepaid or credit cards, where permissible by law.
Merchants must clearly disclose their surcharge policies at the register or point of payment and clearly indicate the amount of the surcharge.
If you are not certain whether you have been charged appropriately or would like to report a questionable charge, email us at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.
Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?
A: Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.
Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.
If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit, debit or prepaid card to report the incident.
Q: What is tokenisation?
A: Tokenisation is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.
Q: What are the benefits of tokenisation?
A: Tokenisation reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.
Merchants benefit from more secure transactions, as well as faster checkout experiences, new payment acceptance options and more ways to sell.
Q: How do I ensure that I can accept transactions from eligible devices?
A: Existing contactless terminals are compatible with tokenised transactions and no action is required. Mastercard offers merchants a free, optional service for a more secure in app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:
- Contact their acquirer to ensure that they support DSRP
- Integrate their mobile app with the digital wallet partner
Q: What is Mastercard’s role in the launch of digital wallets?
A: The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.
Q: What do these new digital payments mean for me?
A: For consumers and merchants alike, every purchase made with a tokenised Mastercard debit, credit, prepaid or small business card using a Digital Wallet offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenisation technology.
Q: Will this affect the way that I identify new or returning consumers?
A: Merchants that use card numbers to identify customers will not be able to recognise returning customers if it is the first time they are using their token since it appears as a new card number. However, when used again, merchants will be able to recognise the token associated with the consumer’s device.
Q: How can I dispute a charge?
A: Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.
Q: Who do I contact if I never received an item that I purchased online or by phone?
A: If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.
Typically, there is a customer service number for your financial institution on the back of the card.
Q: I made a purchase but received the wrong item. What should I do?
A: If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.
Typically, there is a customer service number for your financial institution on the back of the card.
Q: How do I get a refund from a business that has filed bankruptcy?
A: If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card. Typically, there is a customer service number for your financial institution on the back of your card card that you can call.
Q: What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?
A: If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason. Typically, there is a customer service number for your financial institution on the back of your card that you can call.
Q: Questions not answered here?
A: If your question is not listed, your best option is to contact the financial institution that issued your account as only they hold account specific and unique information. Typically, there is a customer service number for your financial institution on the back of the card that you can call.
Q: How can I dispute a charge?
A: Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.
Q: Who do I contact if I never received an item that I purchased online or by phone?
A: If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.
Typically, there is a customer service number for your financial institution on the back of the card.
Q: I made a purchase but received the wrong item. What should I do?
A: If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.
Typically, there is a customer service number for your financial institution on the back of the card.
Q: How do I get a refund from a business that has filed bankruptcy?
A: If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card. Typically, there is a customer service number for your financial institution on the back of your card card that you can call.
Q: What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?
A: If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason. Typically, there is a customer service number for your financial institution on the back of your card that you can call.
Q: Questions not answered here?
A: If your question is not listed, your best option is to contact the financial institution that issued your account as only they hold account specific and unique information. Typically, there is a customer service number for your financial institution on the back of the card that you can call.