Worldwide Wallet FAQs

No, your Worldwide Wallet is a Mastercard prepaid card, so you’ll need to load money onto your account before you can use it. When you make a purchase or get cash out from an ATM, the amount is deducted from your available balance. As you can only spend what you have loaded onto your account, the Worldwide Wallet can help make it easier to be in control of your money.

You can load AUD into your Worldwide Wallet account instantly by transferring from eligible accounts  in Internet Banking or the Mobile Banking App. You can also transfer from your eligible Westpac Group transaction or savings account, which includes Westpac, St.George, BankSA or Bank of Melbourne transaction or savings accounts.

If another Westpac Group account holder transfers funds to your Worldwide Wallet, the funds will be available in your account within 1 Business Day from when the owner of the eligible account receives confirmation that the transfer has been processed.

No, only AUD can be transferred onto your account. Once you have loaded AUD, you can choose to convert your funds at any time into any of the following foreign currencies: USD, EUR, GBP, CAD, JPY, THB, ZAR, NZD, SGD and HKD. 

We recommend you download our app as we may send you important notifications about your Worldwide Wallet while you are travelling. Using the Bank of Melbourne Mobile Banking app makes it easy for you to get these notifications while you’re on the go. You can also use the app to:

• Instantly transfer AUD between your savings and transaction Bank of Melbourne account/s and your travel money card
• Convert between your loaded AUD and up to 10 different foreign currencies at any time to lock in your exchange rate
• View your currency balances and transactions
• Access your Worldwide Wallet account’s BSB and account number as well as your eStatements
• Block your card/s if they have been lost or stolen

If you’re new to Mobile Banking, learn more about how to get started.

Yes, you can withdraw money or check your balance at overseas ATMs using your Worldwide Wallet. The balance displayed will be in the currency of the country you are visiting. You won’t pay an ATM withdrawal fee when using a Global ATM Alliance ATM.¹ However, fees may apply if you use an ATM outside of the Global ATM Alliance network.

If you have insufficient funds to complete a transaction in a currency loaded on your account, or the transaction is in a currency not loaded on your account, the transaction will be automatically processed by drawing down from another currency in your account (provided that there are sufficient funds available in one or more other currencies to complete the transaction). Funds will be withdrawn according to the drawdown sequence, and the applicable exchange rate will apply. See the Terms and Conditions (PDF 339KB) for the drawdown sequence.

You won’t be charged any ATM withdrawal fees or balance enquiry fees when you use a Bank of Melbourne, Westpac, St.George, BankSA ATM in Australia or a Global ATM Alliance ATM overseas.¹ Visit bankofmelbourne.com.au/locator/ or use the ATM locator in our Mobile Banking app to find your nearest Westpac Group or Global ATM Alliance ATM.

If you use a non-Westpac Group ATM in Australia or non-Global ATM Alliance ATM overseas, ATM fees will apply. You can find out about the fees charged at the time of transaction on the ATMs.

If you have insufficient funds to complete a transaction in a currency loaded on your account, or the transaction is in a currency not loaded on your account, the transaction will be automatically processed by drawing down from another currency in your account (provided that there are sufficient funds available in one or more other currencies to complete the transaction). Funds will be withdrawn according to the drawdown sequence, and the applicable exchange rate will apply. See the Terms and Conditions (PDF 339KB) for the drawdown sequence.

Yes, you can tap your card or use your Worldwide Wallet in your Google Pay™ to pay at any terminal that accepts contactless Mastercard payments. You can also choose to swipe your card when making instore purchases wherever Mastercard is accepted. 

At this time, the Worldwide Wallet cannot be added to Apple Pay. 

Mastercard Flight Delay Pass is a service that offers you and companion complimentary access to over 1,000 airport lounges² in the event of a flight delay of 120 minutes or more. You will need to register each flight before its scheduled departure time. If you are under 18 years old, you must be accompanied by an adult (18 years of age and older) to enter participating lounges. Please note to hold a Worldwide Wallet you must also be 14 years or over. Other terms and conditions apply. To learn more about Flight Delay Pass, pre-register your flight or read the T&Cs, please visit flightdelaypass.mastercard.com/worldwidewallet. 

Yes, the service is available to the main passenger (cardholder) and a (one) travel companion on the same flight. If you are under 18 years old, you must be accompanied by an adult (18 years of age and older) to enter participating lounges. Other terms and conditions apply.

You can continue to access your funds if you have your spare card handy. When travelling, it's a good idea to keep your cards separate.  For your security, the spare card should only be used by yourself, and not given to anyone else.

To lodge a dispute:

1. Fill out the Worldwide Wallet Dispute Claim Form (PDF 2MB)
2. Send your completed Dispute Claim Form to us via email at disputes@MCworldwidewallet.bankofmelbourne.com.au within 30 days of initial notification of your dispute as timeframes may affect the outcome of your claim.
    

This form is digital – you can complete it on your smart phone (where compatible) or computer and email it to us. If supporting documentation is requested, please include as attachments in the same email.

Please note disputes must be lodged online and cannot be lodged through the customer assistance team.

However, should you require any guidance, please contact the Customer Assistance team on 1300 804 266 (within Australia) or +61 3 8536 7873 (from overseas) when travelling 24/7 support.

You can expect to be contacted within 10 days from the date of lodgement for either further information or an outcome regarding your dispute.

A card is valid until the expiry date shown on the back of the card. We’ll automatically send you a renewal card prior to expiry if you have activated at least one card, and provided your card is not in any of the following of statuses at the time of renewal: Hold/Suspend, Potential Fraud, Fraud, Lost, Stolen, Replaced or Closed.

We’ll send you a new card approximately 90 days before your current card is due to expire.

Your contact details, including your correct mailing address, must be kept up-to-date in Internet Banking so we can send you your new card. After activating your new card, you will be able to access the funds in your Worldwide Wallet account.

Once your card expires, you will no longer be able to use it for purchases or cash withdrawals.

You’ll be able to view and download your monthly eStatements via Internet or Mobile Banking. After logging on and selecting your Worldwide Wallet account, select ‘Your e-Statements’ in Internet Banking or tap the ‘Statements’ tab in Mobile Banking. You will be able to access up to 13 months of your Worldwide Wallet statement history online.  Please note you may not be issued with a statement if you have closed your Worldwide Wallet account or you do not have any transactions during the statement period and/or have a zero balance.

As there are no inactivity fees, you can leave any leftover funds on your card ready for your next trip. You can also use your travel money card when you’re back in Australia. You can use it to:

• Shop online on international sites and pay zero foreign transaction fees on purchases
• Shop online on Australian sites or in-store in Australia
• Withdraw cash (in AUD or converted from any foreign currency you may have in your account) from any Westpac Group ATM or Global ATM Alliance partner ATM without having to pay any ATM withdrawal fees¹

Alternatively, you can transfer funds out of your travel money card account in AUD in Internet or Mobile Banking. For example, if you have USD in your account, you’ll need to first convert the USD to AUD before you can transfer your funds. Once your account balance is in AUD, you can then transfer your available balance to one of your Bank of Melbourne savings or transaction accounts.

To close your Worldwide Wallet account, call us on 1300 804 266 (in Australia) or +61 3 8536 7873 (from overseas).

Before you can close your account, you’ll need to convert any foreign currencies into AUD and transfer your available balance to your Bank of Melbourne savings or transaction account.

Alternatively, you can spend your remaining funds online/instore or withdraw them from any ATM that accepts Mastercard (which may be subject to currency conversion). 

Please note; account closure can take up to 3 business days and your Worldwide Wallet account may remain visible in online banking during this time.

It’s worth remembering that Worldwide Wallet has no account keeping or inactivity fees, so you may choose to keep your card active for your next overseas trip or to avoid foreign transaction fees when shopping online.

Worldwide Wallet transactions are shown in the time and date in St.Louis, Missouri, USA (GMT-6). Please make sure to keep this in mind when checking transactions in your account’s activity history. 

There are daily scheduled maintenance updates from 1.15am - 1.35am AEST, Monday – Saturday. During this time, you won’t be able to access foreign exchange rates for your Worldwide Wallet or convert currencies in your account. Apologies for any inconvenience this may cause.

To activate your cards:

1. Visit www.bankofmelbourne.com.au/worldwidewallet.
2. Select ‘I received my cards in the mail’.
   
3. Then, click ‘activate now’ to be redirected to the Internet banking sign in page.
4. After signing in, follow the prompts to activate your cards. Please note both cards will be activated at the same time.

If you’ve received your cards in the mail, you can also follow the prompts in your account in Internet banking or the Bank of Melbourne App to activate them.

If we don’t offer the currency you’re paying in, your Worldwide Wallet payments will be processed using other currencies in your account, as long as you have enough funds to cover the transaction.

The order in which your currencies are used is called the ‘drawdown sequence’ and the applicable exchange rate at the time will apply. That means you’ll still benefit from no foreign transaction fees. Read more in our Terms and Conditions (PDF 339KB).

When you use your Worldwide Wallet to pay for something, the bank will authorise the payment and deduct that amount from your available funds.

The payment will be marked as ‘pending’ while the transfer to the payee is processed, which generally takes up to 5 days. However, if the payment is being used for hotels, car rentals or cruises, the payment may be marked as pending for up to 30 days. So, it’s important to ensure you allow for this in your travel budgeting.

Your available balance is the amount you can use right now from your Worldwide Wallet.

When you make a payment, the amount is immediately deducted from your available balance and shown as pending while it's processed. Most pending transactions are completed within up to 5 days, but payments for hotels, car rentals, or cruises may stay pending for up to 30 days. Keep in mind that pending transactions may alter the balance shown in the App or Online Banking. 

In an emergency (e.g. both of your cards have been lost, stolen or damaged while you’re travelling), you can request an emergency cash transfer by contacting Customer Assistance on +61 3 8536 7873 from overseas.

Once we verify your identity and confirm that you have sufficient available balance in your account, we will arrange an emergency cash transfer through Mastercard’s preferred global money transfer agent. Please note, once we submit a request to a global money transfer agent, we don’t have control over the cash to be made available to you. The maximum amount of an emergency cash transfer is AUD 3,000. Emergency cash may not be available in some locations.

For more information, see our Terms and Conditions (PDF 339KB).

You’ll be prompted to set up a PIN during the activation process.

You can update your PIN at any time using one of the below methods.

In the Bank of Melbourne App

1. Sign in and tap on the services icon at the bottom right hand corner
2. Tap Change Card PIN or Activate card (Set Card PIN - you will be prompted to set your card PIN once your card has been activated) under your cards 
3. Select card or activate your card and tap Continue
4. Follow the authentication prompts and enter the SMS code
5. Enter your new PIN twice and tap confirm

In Internet Banking

1. Sign in and click on manage my accounts
2. Select Change Card PIN or Activate card (Set card PIN - you will be prompted to set your card PIN once your card has been activated).
3. Select or Activate your card
4. Follow the authentication prompts and enter the SMS code
5. Enter your new PIN twice and select confirm

The total point of sale or online purchase limit within a 24-hour period** is lower of $15,000 (AUD or equivalent) or any withdrawal limits set by the individual operator*.

*Merchants or other providers of facilities may impose additional limits

**Note: 24hr reset occurs at St. Louis, Missouri, USA (GMT -6) time