why is my westpac travel card not working

9 reasons your debit card may have declined

If your debit card is declining or not working for online purchases it's likely it's expired or there's another error. here are 9 possible reasons your card may not be working..

In this guide

Reason 1: You don’t have enough money in your account

Reason 2: you’ve made an international purchase, reason 3: your bank was suspicious of the transaction, reason 4: you’ve reached your withdrawal limit, reason 5: it's expired, reason 6: your joint holder deactivated your card, reason 7: you entered the wrong pin, reason 8: you entered the wrong card details, reason 9: it's not you, it's the website.

Investments

The most common reason your debit card is declining or not working for purchases in stores and online is that it's expired. Check the expiry date on the front of the card and, if it hasn't expired but it isn't working, there are a bunch or reasons why it might be declining (but don't worry, it's easy to fix!).

Here are 9 reasons why your card might decline and what you can do to fix it.

This is a common cause of a debit card being declined and one that you can easily avoid by topping up your account balance. Unless you have a linked overdraft facility, most banks will not allow you to make a purchase or withdrawal that exceeds your available balance.

How to fix this: Log into your account via Internet banking or using the mobile banking app to check you've got enough money in there to make your purchase. You might have paid a bill or large expense recently without remembering to top up your account - it's an easy mistake.

How to avoid it:

Download your bank's mobile app so you can easily keep an eye on your balance. You can check this before making larger purchases to ensure that you have enough funds to cover them.

Many accounts now offer Visa or Mastercard debit cards , which allow you to use them when travelling overseas. This is a convenient and secure way to make your overseas purchases and ATM withdrawals. Sometimes, if your bank thinks your card might have been stolen or if you make a purchase from a suspicious overseas location, it might block your card.

How to fix this: Contact your bank and, if it has blocked your card, they'll be able to unblock it after verifying your identity.

When you're overseas, try to use ATMs from reputable banks and preferably ones that are attached to a physical branch. You should also inform the bank before making your trip so that they will not flag your purchases as unusual activity. This should usually help in making sure that your money is always available to you.

Finder survey: Have Australians in different states ever experienced fraud on their debit card or credit card?

Most banks do reserve the right to decline any transaction that they deem to be out of character with your normal spending or withdrawal habits. In most cases this can be cleared up at the register with a quick call to the bank, but it still could cause you some embarrassment.

Banks such as ANZ have security features in place, such as ANZ Falcon. Sometimes, they can be a little too safe and block authentic transactions.

If you have plans on making a large purchase, notify your bank beforehand to get pre-authorisation.

To help protect your funds, most financial institutions will have daily withdrawal limits on your accounts. This will often be a combination of ATM and EFTPOS withdrawals, and can stop you from getting the cash you need if you've already hit your limit.

Know what the daily withdrawal limits are for your accounts, and if you know that you will need to exceed them, inform the bank ahead of time. In most cases they will extend the daily limit for you if given notification. You can also check these online.

Debit cards don't last forever. If yours has expired, it will not be accepted at ATMs, EFTPOS terminals or online. This is one of the main reasons why debit cards decline.

Check the date and know when the debit card is due to expire. If possible, ask for your replacement card well in advance of that date. When you get your new card, make sure that you destroy the old card, as it does contain personal information. If your debit card has already expired, it's a great opportunity to compare debit cards on the market.

If you have opened a joint bank account with your spouse, partner, or other family member they could be allowed to deactivate your debit card without permission from you. This means your card will be unusable for making purchases or withdrawing cash.

Or, they could have simply made a large purchase and drained the account without either one of you remembering to top it back up.

With a joint account you can opt to make it necessary for both account holders to sign for any major changes to it, including adding or deactivating any debit cards.

The personal identification number (PIN) you chose must be entered correctly in order for some transactions to be allowed. If you enter that number incorrectly, the transaction will automatically be declined. Sometimes if you enter it incorrectly more than once your card may be blocked until you contact the bank.

Memorise your PIN and try not to confuse the cards if you have more than one account with a linked debit card. It is never suggested that you write the PIN on the card or keep it in your wallet as this will make it easier for a thief to access your account if your wallet or purse is stolen.

A common reason why your card hasn't worked for an online purchase is you've accidentally entered in the wrong card number, expiry date or CVV number. All it takes is one number to be wrong, which is an easy error to make.

After you've entered in your card details online at the checkout, triple check you've entered them correctly before clicking proceed. Some sites might not let you make the purchase if you've entered the card details wrong more than once, as a safety measure.

Another option to avoid this is to use a digital wallet like Apple Pay to make payments online. You don't need to enter your card details each time, as these are securely stored within the app.

If your card isn't working online but it's working in stores and at ATMs, it could be the website itself with the problem instead of your card.

You should only shop online from reputable websites. If your card isn't working online, you could try contact the site via live chat, phone or email to see if they're experiencing issues on their side. If they're not, then you know it's likely to be your card in which case you should contact your bank.

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Shirley Liu

Shirley Liu is Finder's global program manager. She was previously the publisher for banking and investments and has also written comparisons for energy, money transfers, Uber Eats and many other topics. Shirley has a Master of Commerce and a Bachelor of Media, Journalism and Communications from the University of New South Wales. She is passionate about helping people find the best deal for their needs.

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8 Responses

I have had a new Visa Debit Card, notified Morrisons for my weekly delivery online but Mastercard will not accept it. Why? I’ve rung my bank and emailed Morrisons loads of times but still not solved! It’s driving me mad and now I don’t have an online delivery from anyone. I almost 80 and clearly a computer dinosaur! Does anyone care?

Hi Jan, Sorry to hear you’re having trouble with your new debit card. The best thing you can do to resolve this is speak with your bank directly. It’s frustrating I know, but we suggest you try to get someone on the phone who can look into this for you and help you solve it. If you have a local bank branch nearby, you could also go in branch for assistance. Perhaps the new debit card wasn’t activated correctly. Or perhaps you need to update your regular payment details with Morrisons if your card number has changed. If you’ve only emailed Morrisons, we suggest you try to speak with someone on the phone who can look into this on their end. Hope you’re able to get an answer soon! Alison

I entered in 2 credit cards and then removed them from paypal. Now I want to add them back onto paypal and I cannot do so. What do I do?

According to PayPal, here are some possible reasons why you failed to add your card:

-If your card has been added to another PayPal account, you can’t add it to another account. You must remove the card or use another card before trying again. -Your card might not be compatible with the PayPal system. -The billing address you provided did not match the one shown on your card statement. Check your debit or credit card statement to confirm that the addresses match. -If your card doesn’t have a card verification code (usually a 3-digit code on the back of your card), you can’t use that card on your PayPal account. -You have 24 cards linked to your PayPal account. You can only have 24 linked cards on your account at once. You should remove the cards that you don’t use with PayPal anymore.

It is also advisable to contact PayPal directly so they can check your account for specific details.

Regards, Alison

I got a debit card im a teenager so its my first card and it works at the stores and that but dosent work online i havent tried my card at a atm so that might be why but never works online even i put the right details in everytime but says theres something wrong with t i was on a website trying to buy something to see if it was just the one site i was using and it said it was not able to recognise the card or something

Hi Dominick,

I’m sorry to hear you’re having trouble using your debit card online. If you’re under 14, a lot of banks would not grant you a Visa Debit Card that works online. Instead, you might have been given a similar type of card that allows you to make purchases in shops and use ATMs, but not for online transactions.

We suggest you get in touch with your bank directly about this issue as they’ll be able to look at your account and tell you the cause straight away.

Thanks, Alison

i got a neww debit card use it at the atm it worked but now i cant use it and my money goes to my card not through a bank i cant use it at register or on line i got my checkon it what can i do

Thanks for your question.

We have listed several possible reasons why you are no longer able to use your debit card at a register or online. But to be sure, you can directly call your bank to confirm. They are also able to assist you in resolving this issue.

Cheers, Anndy

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Westpac Global Currency Card

Frequently asked questions.

We’ve answered some common questions you might have about the Westpac Global Currency Card from Westpac.  If you have further questions or feedback, see the Contact Us page.

New Accounts Card Acceptance ATMs Balance Queries Currency Purses Limits and Fees Loading, Reloading and Unloading Your Card Lost / Stolen / Damaged Cards Expired Cards / Close your account Other

New accounts, how does the westpac global currency card work.

You load funds on the card in advance in up to 9 different currencies, locking in exchange rates ^ at the time. Then you can get cash at ATMs or pay online and in store, at millions of Mastercard locations worldwide. There are some scenarios where the card may not be accepted, please read our ' Card Acceptance ' section for more information.

See the ATM FAQs for more detail on fees associated with ATMs.

The Westpac Global Currency Card can be managed online 24/7 through the portal at westpaccurrencycard.co.nz. This site is mobile friendly and can be used on most devices. 

Why am I not able to proceed after entering my ID?

Sometimes the details entered during the card application process do not match your ID records, for example if your name has changed or you have moved house recently.

If your ID cannot be verified, you have the option of providing your AA membership details. The AA database is another way for your personal information, such as name and address, to be verified.

If you don't have an AA membership, please click the 'Having trouble verifying?' button. A pop-up screen then appears with instructions on how to send your ID to Mastercard via email. You will receive an email from Mastercard advising you to email them a scanned copy/clear photo of your ID. After Mastercard have verified your ID, which should take no more than two business days, you will receive a link via email. You need to click on this link to continue the online application process.

If non of your personal information matches our ID verification databases then you will not be able to obtain a Westpac Global Currency Card.

Is there an age restriction to obtain a card?

Yes, you must be aged 18 or over to obtain a card.

Do I need to activate my card?

Yes. Once you receive your card, visit  westpaccurrencycard.co.nz/activate  to activate your account. To set your PIN select ‘Set PIN’ from the dashboard or click on 'Settings', followed by 'Card Settings', and then 'Set my PIN'. Answer some security questions, set your PIN and your card will be ready to use at millions of Mastercard locations. There are some scenarios where the card may not be accepted, please read our ' Card Acceptance ' section for more information.

How long will it take to receive my card?

It can take up to 5-10 business days to arrive from the time the payment is processed for the currency loaded onto your card until you receive it. You will receive an email when the load has been successfully applied. Please make sure you order your card in plenty of time ahead of planned overseas travel to allow for this.

Who should I contact to find out when I will receive my card?

It can take up to 5-10 business days to arrive from the time the payment is processed for the currency loaded onto your card until you receive it. You will receive an email when the load has been successfully applied. If there is a delay in receiving your card you can email [email protected] to find out the status and estimated arrival date of your card.

Why can’t I have my card sent to a PO Box address?

In order to be able to provide you with a card there is a legal obligation to verify your physical address, and it is this same address that the card must be sent to.

How do I change or set up my PIN?

Click on 'Settings', then 'Card Settings' and then 'Set my PIN'. Answer some security questions, set your PIN and your card will be ready to use. You can change your PIN online through ‘My Account’.

If you are setting up your PIN on a mobile device, you must have pop-ups enabled on your browser to complete the PIN set up process. You will need to have pop-ups and cookies enabled on your browser in order to set your PIN online. If you are not able to enable them on the device you are using, please use a different device.

Alternatively, you can contact Card Services on 0800 444 691 and set your PIN via the IVR process.

Setting your PIN before you travel ensures you can use your card in more locations. Some merchants will require a PIN number to process a transaction on your card.

Can I get an additional card on my Westpac Global Currency card account?

Unfortunately you may only have one Westpac Global Currency card per account.

Can my Westpac Global Currency card be a joint account?

Joint accounts are not an option for Westpac Global Currency Cards.

Card Acceptance

Where can i use the card.

You can use your card wherever Mastercard is accepted – ATMs, shops, restaurants, online and over the phone at millions of locations worldwide. There are some scenarios where the card may not be accepted, please read through the remainder of this section for more information.

You can also use contactless at participating merchants worldwide. Payment limits vary by country.

Can I use the card in New Zealand?

Yes. If you have NZD loaded you can use it at merchants within New Zealand without getting charged a fee. You can withdraw from ATMs in New Zealand (fee applies – see Limits and Fees ). If you do not have NZD loaded, a currency conversion rate will apply (refer to Limits and Fees  or the Product Disclosure Statement for further details).

Are there any countries where the card won’t work/isn’t accepted?

Although the Mastercard acceptance mark may be displayed, Mastercard and other cards may not operate in some countries and geographical regions due to restrictions.

The countries and geographical regions currently affected by sanctions are: Cuba, Iran, North Korea, Sudan, Syria and Crimea, Donetsk and Luhansk regions. Additionally, all Mastercards will not work at Russian merchants or ATM's. If you attempt to withdraw cash from an ATM or use your Westpac Global Currency Card at merchants in any of these countries, your request will be declined.

What if I’m travelling to a country where the local currency isn’t available on the Westpac Global Currency Card but another currency is accepted?

For example Cambodia uses USD as a de facto currency; you will need to use an ATM that dispenses USD which is usually available at global ATMs. Provided you have sufficient USD loaded on your card, you will then take the USD without a currency conversion fee. The only charge may be if the ATM provider charges their own fees. If used at EFTPOS it will charge as per the Product Disclosure Statement.

For all other countries worldwide, you can simply load NZD*.

Why is my card not accepted at some merchants?

Your Westpac Global Currency Card will not work if the merchant is operating offline. Westpac Global Currency Card is a pre-paid card which means a live balance check needs to occur before a transaction can proceed.

Can I get cash out with an instore purchase from a merchant?

No, this is not available.

Can I use my card to purchase goods and services online?

Yes, you can use your Westpac Global Currency Card to shop online (within the limits and restrictions of your card) at any merchant that accepts Mastercard. By using a Westpac Global Currency Card loaded with the default currency of the online site you know exactly what your purchase will cost. Westpac Global Currency Card may not be used for international money transfers or for accessing or purchasing goods from adult or gambling internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

Can I use my card on a cruise ship?

Yes, if the cruise ship has online terminals available. It is recommended to check with the cruise ship before departure and have an alternative payment card with you.

It's not recommended that you use your Westpac Global Currency Card as a security bond onboard a cruise ship (or similar). Cruise ship companies will 'pre-authorise' an amount on your card to cover any incidentals, similar to some hotels. These pre-authorised funds can’t be used whilst onboard or until such a time those funds are released by the cruise company, sometimes for up to 30 days after the cruise has finished. It’s suggested that you use a credit card to cover any such pre-authorised amounts and Westpac Global Currency Card can be used at ATM's or at merchants onboard (if online terminals are available).

Can I use the card for my hotel or car hire deposit/pre-authorisation?

You can, however, this is not recommended. If the card is used for this purpose, this pre-authorised amount will be temporarily unavailable (and in some cases up to 30 days). Only the actual amount of the final bill will be deducted from the card balance. If you do use the card for a pre-authorisation and need access to the pre-authorised amount within the 30 day period, you will need to contact the merchant directly to request the merchant to remove the pre-authorisation and it will be at Mastercard’s discretion to release the funds back into your Westpac Global Currency Card.

Which account do I select when making purchases and at ATMs?

Always select ‘credit’ when selecting the account.

What ATMs can I use?

Mastercard, Maestro or Cirrus ATMs. http://mastercard.us/cardholder-services/atm-locator.html There may be a fee payable (to the ATM operator) for balance enquiries.

Are there ATM fees?

No fees are charged for international ATM use, however some ATM providers may charge their own fees so you should check if any fees apply before using an ATM abroad. There is a NZD$4 fee for domestic ATM use. Refer to Limits and Fees  for more information.

Can I check my balance from an ATM?

The most accurate way of checking balances is online through ‘My Account’ via westpaccurrencycard.co.nz  or by calling Card Services on 0800 444 691 when inside New Zealand. When outside New Zealand, call Card Services on +44 207 649 9404 as the ATM cannot read multiple currencies in different exchange rates.

If there is only one currency loaded, will the ATM show the balance?

Yes it should display, however, some ATM operators may not offer a balance display feature. There may be a fee payable (to the ATM operator) for balance enquiries.

Balance Queries

How do i check my balance and transactions.

You can check your balance and view your transaction history at any time via 'My Account'.

Can I check my balance on my iPad or iPhone?

Yes, using ‘My Account’ online.

Is there an app?

There is currently no mobile App for the card. However, the website is mobile friendly and will work on most devices.

Currency Purses

What currencies can i load onto my card.

The Westpac Global Currency Card can be loaded with up to 9 currencies, including NZD, AUD, USD, EUR, GBP, CAD, HKD, JPY, SGD. You can transfer money between currencies at your convenience, 24 hours a day, 7 days a week via 'My Account'.

How can I reload the card?

By using ‘My Account’ online.

I noticed in ‘My Account’ that I can change my ‘Default Currency’. What does this mean?

The default currency (initially set at NZD) is the currency that will be automatically loaded if you choose to load cash on to the card directly through your bank via bank transfer (that is, not using the website and ‘locking in’ the exchange rate). You can change this default currency in ‘My Account’ if you would prefer your funds to be automatically loaded to another currency.

What is 'Default Order of Priority' and am I able to change the order of priority?

The default order of priority is relevant when you try to complete a transaction in a currency available but have insufficient/no funds available in that currency to complete the transaction. The facility will search through the order of priority for funds in other available currencies in order to complete the transaction. You cannot change the order of priority.

Example 1: You are shopping in Hong Kong and have HKD$500 on the card. The card also has NZD$50 loaded. • When completing a transaction in HKD, the facility will identify what country you are in and what currency to select first • If there is a transaction for HKD$500, the facility will take $500 straight from the HKD purse • If the transaction is for HKD$550, it will take $500 from the HKD purse, and the balance will come from the NZD purse (providing there are sufficient NZD funds to complete the transaction).

Example 2: You are shopping online, at a US merchant store. You have USD$200 loaded on the card, plus NZD$100 and EUR$200. • When completing a transaction in USD, the facility will identify what country you are shopping in (or where online merchant is based) and what currency to select first • If there is a transaction for USD$100, the facility will take $100 straight from USD purse, leaving balance of USD$100 • If the transaction is for USD$300, it will take $200 from USD, take $100 from NZD, and the balance from the Euro purse

Limits and Fees

What are the fees applicable on the card.

Refer to Limits and Fees  for a full list of fees. These are also available in the Product Disclosure Statement

There is no fee for using an international ATM, however, overseas providers may charge their own fees so you should check if any fees apply before using an ATM abroad. There is a NZD$4 fee for domestic ATM use. Refer to Limits and Fees  for a full list of fees.

If I leave money on my card after my holiday are there any inactivity fees?

Loading, reloading and unloading your card, do i need to load a currency when i order my card.

Yes, you need to load a minimum of NZ$10 in any of the nine supported currencies when you place the order for your card.

How can I pay for my Load or Reload?

You can pay for your initial Load and any subsequent Reloads with either a debit card or via a Bank Transfer payment from your online banking. There is no fee for Loads and Reloads which are paid for by Bank Transfer. There is a fee of 1.5% of the Load or Reload transaction value when you pay by debit card.

How do I cash in the card when I get back from my holiday?

You can cash out part or all of your remaining balance using the 'Cash Out' option on ‘My Account’ found under 'Transfer'. Funds willl take 1-2 business days to show in your account.  Please note that we buy back currency at the rate of the day -  not  the rate it was initially purchased. Alternatively, you can spend the remaining NZD balance using EFTPOS within New Zealand or online purchases, or withdraw the remaining balance (assuming it is within the ATM’s issuing limits) from any ATM - A fee of NZD$4 applies for domestic ATM transactions.

Can I receive my cash out funds in the foreign currency?

No. As per the Product Disclosure Statement funds are only paid out in New Zealand Dollars.

Can I leave my money on the card to use later or on my next holiday?

Yes. The card is active for five (5) years and valid until the date shown on the front of your card, so you can reuse your card for your next holiday, or shop online between your trips.

If I choose to pay by Bank Transfer how quickly do I need to go into my online banking to make the payment?

It is recommended that you proceed to your online banking and make the Bank Transfer payment as soon as you complete your Load or Reload. If payment for your Load is not received within two business days then your order will be cancelled, and your card will not be dispatched. Payments for Reloads must also be received no later than two business days after you complete your order or the Reload will be cancelled and the locked in rate will no longer apply.

What if I forget to enter the reference number on my Bank Transfer payment?

It is important to quote the reference number when you make a Bank Transfer payment as it is unique to your Load or Reload and ensures you receive the locked in rate. The reference number is provided online and you will also receive an email confirming the payment details including the reference number.

If you forget to enter the reference number on a Load then an attempt to manually match your payment to your card order (using a unique account number linked to your card) will be made. If the attempt to apply your payment is unsuccessful, the funds will be returned to your bank account.

If you forget to enter the reference number on a Reload, an attempt to manually match your payment to your card order (using a unique account number linked to your card) will be made. If the attempt to apply your payment in the original currency selected is unsuccessful, the funds will be credited to the default currency of your card at the applicable foreign exchange rate at the time it is processed. You will not receive the locked in rate quoted on your Reload.

What if I do a Reload without first locking in an exchange rate?

If you make a payment by Bank Transfer to your card without first locking in an exchange rate (by using the Westpac Global Currency Card website) your funds will be loaded to the default currency of your card (at the applicable foreign exchange rate) at the time it is processed. If your payment is unable to be applied using the details given, the funds will be returned to your bank account. There is no minimum amount for this method of Reload.

How long does it take for my Load / Reload to be processed?

Payments by a debit card are processed immediately. This means that for initial Loads your card will be loaded and dispatched on the same business day provided your order is completed before 6pm NZT. Reloads paid for by a debit card will update the currency balance on your card immediately and the funds are available for you to spend on your card straight away.

Loads and Reloads which are paid for by Bank Transfer from your online banking may take up to two business days to process. Your card will be dispatched, or your currency balance updated, once the Bank Transfer payment has been received and processed.

Can I pay by credit card?

No, it is not possible to pay for your Load or Reload using any form of credit card.

Lost / Stolen / Damaged Cards

What do i do if my card is lost, stolen or damaged.

If the card is lost, stolen or damaged while you are in New Zealand, you can request a replacement by contacting Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand). Replacement cards are sent to you at your nominated address and cards cannot be delivered overseas.

What do I do if my card is lost, stolen, damaged or doesn’t work when I’m travelling overseas?

See the Contact Us page for the number to call (call charges may apply) to report a lost/stolen card/s as soon as possible.

Who do I contact if I have I lost or had my card/s stolen and need Emergency Cash?

Emergency Cash is an option when you are travelling and have lost or had your card stolen and are reliant on funds on the card. Contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

If I do need Emergency Cash and it has been approved, how long can I expect it to take to receive it?

The process to have the Emergency Cash transferred to the emergency cash store is usually within 20 minutes. In remote locations, and where Emergency Cash Store services are limited, this process may take longer.

Is there a limit on the amount of Emergency Cash that will be given?

Yes. Emergency cash limit is up to the available balance on your card.

Expired Cards / Close your account

My card is about to/has expired. will i still be able to access the funds on my card.

The card cannot be used after it has expired. However, you will still be able to Cash Out, less any applicable fees . For more information, read the Limits and Fees .

My card is about to/has expired. What do I need to do to receive a new one?

You will need to obtain a new card (and load a new minimum spend of NZD10 or equivalent on to it – no matter what the balance of your soon to be expired or expired card is). You can contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand) for a balance transfer of any residual funds onto your new card.

Note: The card cannot be used after it has expired. However, you will still be able to cash out, less any applicable  fees .

I no longer want my card. How do I close my account?

Please contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

What do I do if I forget my PIN?

You can reset your PIN online through ‘My Account’.

I’ve forgotten my User ID or password for ‘My Account’. What do I do?

You can reset your password online.

How do I change my address?

Contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

How do I change my name on the card?

What is the process for deceased estates, how do i contact the 24/7 customer emergency global assist.

Call 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand).

Where can I lodge a complaint?

You can lodge a complaint using the options available on complaints procedure .

I want to dispute a merchant charge/ATM withdrawal on my card. What do I need to do?

If you notice an error in any transaction on your card you should attempt to communicate directly with the merchant to resolve a dispute. If it can’t be resolved and you wish to dispute a transaction on your card, complete the dispute form , contact Card Services on 0800 444 691 (when calling from inside New Zealand) or +44 207 649 9404 (when calling from outside New Zealand) to start the dispute/chargeback process.

What are Dynamic Currency Conversion payments?

Some merchants may offer Dynamic Currency Conversion (DCC) that allows you to pay in NZD or another currency when you are spending overseas or online. Accepting the offer to settle in another currency may result in unnecessary conversion costs as the merchant may apply a foreign exchange margin to convert the transaction currency into NZD or another currency, in which case additional currency conversion fees may apply. If you have the local currency loaded on your Westpac Global Currency Card, you may avoid DCC by using the local currency loaded of that transaction when it is loaded onto your Westpac Global Currency Card .

^ The exchange rate for each Load/Reload is locked in at the prevailing exchange rate at the time of the transaction. Mastercard will notify customers via the website of the rate that will apply at the time they request the Load/Reload.

*  In locations where the pre-loaded currencies aren't accepted, a currency conversion fee will apply. See  Limits and Fees  for more details.

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Westpac outage: Everything known so far

The westpac online banking outage left customers stranded, unable to access accounts, make payments, or receive clear communication from the bank, amplifying frustration and highlighting the vulnerability of digital systems.

The Westpac outage sends shockwaves through digital banking, plunging customers into an unexpected financial twilight.

Imagine a typical Monday evening – the day is winding down, and people are going about their routines. But suddenly, something unexpected hits: Westpac’s online banking system goes dark. Customers found themselves in a real pickle – no access to their accounts, cards refusing to cooperate at the checkout, and even their account details vanishing from their phones! It’s like a plot twist in a movie, but this time, it’s real life, causing chaos and frustration. So, what happened? Let’s peel back the layers of this wild outage at Westpac and see how it rocked the boat of digital banking.

We’re aware that customers are currently experiencing issues accessing account information in online and mobile banking. Our teams are working to fix the issue. We apologise for any inconvenience and will continue to share updates here. — Westpac Bank (@Westpac) December 4, 2023

Westpac outage explained: Where is your money?

The Westpac outage that occurred recently disrupted the bank’s online banking system, rendering customers unable to access their accounts or use essential banking services. This outage impacted various aspects of customers’ financial activities, leading to significant inconvenience and frustration.

While Westpac did not disclose specific details regarding the root cause of the outage, the outage might have been triggered by technical issues within its online banking infrastructure. Such incidents can be caused by various factors, including software glitches, server malfunctions, cybersecurity concerns, or system maintenance gone awry. Without precise information from the bank, the exact reason behind the outage remains undisclosed.

The outage resulted in customers being completely cut off from their accounts and payment systems. This disruption led to an array of issues, including:

• Limited access : Customers were unable to view their statements, make payments, or conduct transactions via their mobile phones or online platforms.

Is Westpac down or something? Accounts have suddenly disappeared. #Westpac #WestpacDown @Westpac pic.twitter.com/xdztf7oI3h — Atak (@atakngor) December 4, 2023

• Inconvenience in daily transactions : Many faced inconvenience during their routine activities, such as shopping at supermarkets or paying for meals at restaurants, as their cards were declined due to the system malfunction.
• App interface problems : Some customers reported that their account details disappeared entirely from the mobile app interface, adding confusion and worry about the security and status of their accounts.
• Lack of clarity and communication : Westpac’s initial acknowledgment of the issue lacked specific details about the problem’s nature or the estimated duration of the outage, leaving customers in the dark about what caused the disruption and when services might be restored.
• Continuing unavailability : Despite the acknowledgment and assurances from Westpac’s end, the outage persisted for an extended period, exacerbating the inconvenience and raising concerns about the reliability of the bank’s online systems.
• Customer frustration : The outage sparked frustration among Westpac’s customer base. Social media platforms became channels for disgruntled customers to express their dissatisfaction, highlighting the significance of uninterrupted access to online banking services in today’s digital age.
• Ongoing efforts to resolve : Westpac assured customers of their dedicated teams working tirelessly to rectify the issue. However, updates provided by the bank did not offer specific insights into the problem or a clear timeline for resolution, prolonging the uncertainty and discomfort experienced by affected customers.

Update: 10:40pm AEDT. Online and mobile banking remains unavailable. Our teams are continuing work on restoring services. https://t.co/rn2M8PXOhf — Westpac Bank (@Westpac) December 4, 2023

In essence, the Westpac outage disrupted the usual seamless access to financial services, exposing the vulnerabilities of digital banking systems and highlighting the importance of robust and resilient infrastructure in ensuring uninterrupted services for customers. As the bank continues to work on resolving the issue, customers eagerly await the restoration of normalcy in their online banking experiences.

Although just two weeks ago, Westpac wrote an article about cyber threats, it seems they are unaware of the situation.

Westpac Online not working: What to do now?

When facing an outage or technical issues with Westpac’s online banking services, here are several steps to consider:

• Check for official updates: Start by checking Westpac’s official website or social media channels. They often post updates regarding ongoing issues, outages, or maintenance work that might affect their online banking services. This can provide insight into the Westpac outage.
• Contact customer support: Reach out to Westpac’s customer support helpline. They can provide real-time information about the issue and guide you through potential solutions or workarounds about the Westpac outage.
• Use alternative methods: If online banking isn’t accessible during the Westpac outage, try alternative methods. Visit a physical branch or ATM to conduct necessary transactions or payments. If possible, use alternative payment methods like cash or other cards.
• Wait and retry: In some cases, online banking systems might experience temporary glitches that resolve themselves. Wait for a little while and then attempt to access your account again.
• Stay informed: Stay updated on the Westpac outage by following official channels, such as X . They often provide estimated timelines for issue resolution or steps customers can take.
• Keep documentation: While waiting for the issue to be resolved, keep a record of any attempts made to rectify the problem. This documentation might be helpful if further action or compensation is required.

Remember, during a widespread outage, the resolution might take some time due to the complexity of technical issues. Patience and staying informed about the situation are key while waiting for the banking services to be fully restored.

Featured image credit: Westpac

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Westpac Worldwide Wallet Issues

I just received a Worldwide Wallet from Westpac and there are issues. Some of us in the world do not operate a fee filled Choice Account to transfer funds into the wallet quickly. In my case we operate an Equity Access Account usually in credit somewhat. We have used this account for every transfer of funds for decades and Westpac will not permit transfer of funds from an Equity Access Account directly and instantly into the Worldwide Wallet. They force you into opening a Choice Account which is full of fees and bugger all interest. Only then can you transfer money directly into the Wallet and if you minimise the Choice Acct balance the fees come on in, also there are weird fees like $5 here or there for transferring the money. Also for the uninitiated if you need emergency money into your wallet a Westpac to Westpac Wallet BSB and Acct payment Westpac will hold onto your money in no mans land for 3-5 days before it actually goes into your Wallet. Here Westpac is literally doing NOTHING but holding your funds in short term money market for a few days and providing NO good timely customer service. What a bunch of fee grubbing wan***kers. The Help Desk were of no help, were cold and unserving in their attitude, the ONLY thing they did right was cancel the card immediately. We cancelled the Wallet Card within 1 hour of getting it.

Hi @PeterM1 , welcome to the community.

Thanks for the information on your experiences.

It also is a timely reminder to read product disclosure statement and FAQs associated with financial products to ensure one understands how they work, what the requirements are and the products limitations/fees. These particular documents may have highlighted some of the issues you found before making a commitment to apply for a WestPac Worldwide Wallet.

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What Is A Travel Money Card?

How does a travel money card work?

How many currencies can you load at once, other features to compare, how to get a travel money card, when is a travel money card worth it, alternative options.

A travel money card, also called a prepaid travel card, is a type of card that can hold foreign currencies. It’s intended for overseas travel, and you can use one to withdraw foreign cash from ATMs and to make purchases in a local currency. 

Think of a travel money card as a debit card that uses local currency. Before you use a travel money card, you’ll preload a set amount of a specific international currency onto the card at the day’s exchange rate. For example, if you’re travelling to Italy and France for two weeks, you’d load Euros (€‎) onto the card and use it instead of your regular debit or credit card during your trip. 

You can continue reloading money onto the card via an app or website as you spend your funds. So, if you blow through your Euros in Rome, you can top off your card’s balance before arriving in Paris. 

Understanding the value of your exchange

The value you exchange currency for will depend on when you load your funds. Rates change from day to day, but you’ll lock in the rate used at the time you exchange currency. So, you’ll know the exact worth of the foreign currency in Australian dollars every time you use your preloaded card. 

On the one hand, a locked-in rate protects you from volatile currencies with fluctuating values. However, if the rate drops, you could be stuck with devalued foreign funds. So, while you can’t predict the future, try to coordinate the load when the exchange rate is most valuable — even if that means waiting a few days. 

The number of foreign currencies available will depend on the company providing the card, but you’ll generally find a wide variety of options. Even if dozens of currencies are available, there are typically limits to the number someone can load onto a travel money card. These limits vary by card, but these cards generally only allow for about a dozen currencies at once.

For example, here are common travel money cards and the number of currencies they can support simultaneously:

• Australia Post Travel Platinum Mastercard: up to 11 currencies
• Cash Passport Platinum Mastercard (issued by Heritage Bank): load up to 11 currencies
• CommBank Travel Money Card: up to 13 currencies
• Qantas Travel Money Card: up to 10 currencies
• Travelex Money Card: up to 10 currencies
• Travel Money Oz Currency Pass Travel Money Card: up to 10 currencies
• Westpac Worldwide Wallet: up to 10 currencies. 

The number of currencies available and the ability to load multiple currencies onto one card have obvious advantages: it helps you save on fees and makes it easier to manage your money while travelling overseas .

However, there are other key features to compare when choosing a travel money card.

Another thing to look for is reduced or waived fees for loading or reloading funds, account keeping, account closing and emergency card replacements.

Be sure to check for any potential fees when accessing leftover foreign funds you didn’t use on your trip, as there may be an unloading fee or an extra charge to withdraw funds and close your account. For example, Travelex charges a $4 monthly inactivity fee when the card hasn’t been used for more than 12 months. 

Top-up options

How easy it is to use a financial product is typically important, but simplicity and convenience may feel more essential when you’re on holiday. In that case, options to quickly load or reload funds and notifications when your balance is low can be very helpful. Some cards may allow you to top up your balance immediately and with little cost. With others, you may have to wait a few days and pay a small fee.

Top-up methods also vary. For example, you can use BPAY with certain cards, but not all. Some cards may require you to use a specific app or portal. If convenience and flexible top-up options are important to you, compare options accordingly.

Perks and benefits

Travel perks, such as airport lounge access or the ability to earn rewards, are also great features to look for. Digital wallet compatibility, allowing you to use a virtual version of your card, can also be helpful.

Security and customer service

Security features are also important. Look for a card with a PIN to use at ATMs and the ability to lock the card instantly if lost or stolen.

And, since you’re travelling overseas, 24/7 customer support is essential to ensure you have access to help when you need it.

To get a travel money card , you can go through your bank, an airline, a foreign exchange retailer or a payment merchant.

Prepaid travel card eligibility is comparable to the requirements for a debit card. For example, CommBank requests that cardholders are at least age 14, are registered with NetBank, and provide a valid email and residential address. 

You can apply directly on the provider’s website once you choose your favourite prepaid travel money card. Make sure to submit your application at least a few weeks before your trip in case of delays. 

» MORE: How old do you have to get a credit card?

Activating the card

Once you receive the card: 

• download the provider’s app and familiarise yourself with how it works
• register your account
• activate the card
• convert your money to the chosen currency. You might want to start with a smaller amount for the first part of your trip and reload while overseas or make one big transfer. 

While overseas, you’ll likely alternate between paying in local cash and pulling out your travel card. Your goal is to find the best travel card that allows you to pay for items with minimal fees and maximum protections flexibly. 

Possible advantages

• Provides access to multiple currencies. Most options allow you to convert Australian dollars into several different currencies simultaneously. That means you can have secure access to a handful of foreign funds during your next multi-country adventure. 
• Saves on ATM fees. Credit card holders won’t usually be charged the standard 3% foreign transaction fee or pay extra for in-network ATM withdrawals, loading, and topping up their cards. However, these are just generalisations — each credit card company or bank will have its own fee structure.
• Exchange rates are locked. You’ll pay for the local currency using the exchange rate available when you load funds, which locks in the rate. Having dependable value for your funds goes a long way for peace of mind, especially when travelling. 
• Fewer risks when lost. Losing a prepaid card while travelling is undoubtedly a hassle. However, a lost or stolen credit card can mean more risks, like thieves potentially accessing your personal banking details and account funds. Since a lost travel money card is unlikely to result in identity theft and fraud , some travellers find it a safer choice while abroad.
• Helps with budgeting. Trying to keep to preloaded funds may help you stick to a budget while on vacation. Plus, you see the value of money in the local currency, which can help you manage your finances while travelling. 
• May come with rewards and perks. Some travel money cards earn frequent flyer points or come with other special travel perks, like overseas customer service. For example, the Qantas Travel Money Card earns Qantas points, and the Westpac Worldwide Wallet prepaid travel money card offers airport lounge access to the cardholder and one companion access when a flight is delayed. 

Potential risks

• There are delays when reloading. If you need to top up your balance, you may need to wait up to a few days before funds are available to use. 
• Other fees. Some travel money cards may levy typical credit card fees for reloading funds, emergency card replacement, account maintenance, closures, inactivity and more. For example, Travelex and the Australia Post Travel Platinum Mastercard charge a $10 account closing fee.
• Limited acceptance. Travel money cards are less common than other payment options, so you may need help using one for all purchases. So, it’s always a good idea to carry emergency cash. 
• Typically lack rewards or major perks. Travel money cards may come with some, but these extras are usually less robust than the offerings on rewards credit cards . 

The right travel money card supports a stress-free trip, but you don’t have to use one when travelling overseas — your bank card or credit card could also be a suitable option. 

If you’re deciding between a travel money card and a travel credit card , it’s important to understand the differences in how they work. 

• Travel money cards are preloaded with foreign currencies, while travel credit cards spend borrowed money. Travel money cards are generally easier to obtain as they don’t require good credit or income thresholds. With a travel money card, you can withdraw funds from an ATM without incurring interest or cash advance fees . 
• Travel credit cards don’t usually hold foreign currency but offer perks such as international buyer protections, free insurance , airport lounge access and frequent flyer travel points . 

Be sure to consider other important features — such as security, reduced fees and travel perks — to decide if a travel money card is worth it for you. 

Frequently asked questions about travel money cards  

The available currencies will depend on the card, but you’ll generally find the following options: 

• United States Dollars (USD)
• Europe Euros (EUR)
• Great British Pounds (GBP)
• Japanese Yen (JPY)
• New Zealand Dollars (NZD)
• Hong Kong Dollars (HKD)
• Canadian Dollars (CAD)
• Singapore Dollars (SGD)
• Thai Baht (THB)
• Vietnamese Dong (VND)
• Chinese Renminbi (CNY)
• Emirati Dirham (AED).

Most Australian banks — including Westpac, CommBank, ANZ and NAB — have some sort of travel product, whether that’s a travel money card, a travel-friendly debit card or a travel credit card. However, ANZ and NAB no longer offer prepaid travel money cards.

About the Author

Amanda Smith is a freelance reporter, journalist, and cultural commentator. She covers culture + society, travel, LGBTQ+, human interest, and business. Amanda has written stories about planning for retirement for…

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How Do I Pay With My Phone?

Instead of carrying your wallet around and pulling it out at check-out, you can just tap your phone, which is always on you, to pay for most things now.

What Is a Travel Credit Card?

Using a travel rewards credit card can help you get your next flight on a discount, hotel upgrades, or even cover the full cost of a trip.

What Is a Frequent Flyer Program Credit Card?

Frequent flyer credit cards earn points or miles that can upgrade your travel and help you score free flights.

How To Lock, Block Or Freeze Your Credit Card

A card lock is essentially an on-off switch that allows you to temporarily freeze or block your credit card and most debit cards.

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Westpac Login Troubleshooting: Common Issues and Quick Fixes

In today’s digital age, online banking has become an integral part of our daily lives. One of the leading banks in Australia, Westpac, offers a convenient online banking platform that allows customers to access their accounts anytime, anywhere. However, like any other online service, Westpac login issues can sometimes arise. In this article, we will explore some common issues faced by Westpac customers during login and provide quick fixes to help you get back into your account swiftly.

Incorrect Login Credentials

One of the most common causes of login issues is entering incorrect login credentials. It’s crucial to double-check your username and password before attempting to log in. Make sure that the caps lock key is turned off as passwords are case-sensitive. If you have forgotten your password or username, don’t worry; Westpac provides easy options for password recovery and username retrieval on their website.

To reset your password, click on the “Forgot Password?” link on the login page and follow the instructions provided. You may need to provide some personal identification details to verify your identity before resetting your password successfully.

If you have forgotten your username, click on the “Forgot Customer ID?” link on the login page instead. You will be asked to provide certain information such as your card number or account details for verification purposes.

Technical Glitches

Sometimes, technical glitches can cause temporary disruptions in accessing your Westpac account. These glitches could be due to server issues or maintenance work being performed by Westpac’s IT team.

If you suspect a technical glitch is causing your login issue, try refreshing the webpage or clearing your browser cache and cookies. Alternatively, you can also try accessing your account using a different web browser or device.

Another useful tip is to ensure that you are using an up-to-date version of your web browser with all necessary plugins installed. Outdated browsers or missing plugins can sometimes interfere with the login process.

Account Lockouts

For security reasons, Westpac has implemented measures to protect customer accounts from unauthorized access. If you enter an incorrect password multiple times, your account may get locked for security purposes.

If you find yourself locked out of your Westpac account, don’t panic. You can unlock your account by following a few simple steps. Visit the Westpac website and click on the “Unlock my Account” option on the login page. You will be prompted to provide some personal information to verify your identity and unlock your account.

To avoid future lockouts, make sure you are entering the correct password and avoid using auto-fill options that may inadvertently populate incorrect information.

Security Concerns

In some cases, login issues may arise due to security concerns related to your device or network. If you suspect that your device or network has been compromised, it’s essential to take immediate action to protect your account.

Ensure that you have updated antivirus software installed on your device and perform regular scans for malware or viruses. Additionally, it’s advisable to use a secure network connection when accessing online banking services such as Westpac login. Avoid using public Wi-Fi networks or unsecured connections that could potentially expose your login credentials to malicious actors.

If you continue experiencing security-related issues despite taking precautions, contact Westpac’s customer support immediately for further assistance and guidance.

By familiarizing yourself with these common Westpac login issues and their quick fixes, you can save time and frustration when accessing your online banking services. Remember always to prioritize security by using strong passwords and keeping them confidential. Happy banking.

This text was generated using a large language model, and select text has been reviewed and moderated for purposes such as readability.

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I've been waiting for my card and it hasn't arrived - what should I do?

Call us on 0800 888 111 to ensure your contact details are correct, and we'll track where your card is.

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• waste time waiting
• or spend time relaxing

Relax and enjoy complimentary access to select airport lounges worldwide if your flight is delayed.

Mastercard® Flight Delay Pass

In partnership with Worldwide Wallet issued with Westpac, BankSA, St.George, and Bank of Melbourne.

The number of people flying for leisure along with it, flight delays has increased over the years. Rather than let one upset your travel plans, safeguard your time with Mastercard Flight Delay Pass.

Should you encounter a delay for 120 minutes or more, you could be eligible for complimentary access to over 1,000 airport lounges in more than 100 countries with Mastercard Flight Delay Pass. Alternatively, if a lounge is unavailable, you could benefit from special dining offers at selected cafes and restaurants*. You are required to register for your flight prior to the flight's actual departure. Each leg of a multi-leg journey requires its own, separate, flight registration.

*The lounge access pass gives free access to select airport lounges, alternatively cardholders can use their lounge access pass to offset a dollar amount off the total bill at select dining options. This will vary based on location and affiliated LoungeKey Partners at the time. Click here for the list of LoungeKey airport lounge and/or dining options based on your departure airport, and the applicable terms and conditions. Once your flight has been registered, your LoungeKey pass will be sent to you via email and SMS in the event of a qualifying delay and can be used at any of the LoungeKey establishments at your departure airport.

Who does this service cover?

This exclusive service is complimentary for Worldwide Wallet cardholders. You can enjoy unlimited flight registrations on the Mastercard Flight Delay Pass program. In addition, you may invite one companion who is also travelling on the same flight — to join you in the lounge. If you are under 18 years old, you must be accompanied by an adult (over 18 years of age) to enter participating lounges.

AIRPORT LOUNGE ACCESS

Airport lounge access.

Besides providing you with a quiet and comfortable space to relax in, airport lounges offer a wide array of amenities*:

• Complimentary snacks and refreshments
• Free newspapers and magazines
• Free Wi-Fi and device charging stations
• Conference and business facilities

HOW IT WORKS

How does it work.

• To activate Mastercard® Flight Delay Pass, simply register your flight online for yourself and your travel companion(s).
• Flight registration must take place no later than the flight's actual departure time. You will need to register any additional or return flights separately. You will receive a confirmation email to acknowledge your registration.
• Should you change your mind, you may de-register your flight at any point before your actual departure.
• In the event of a flight delay** announcement of 120 minutes or more, we will immediately send you an email and SMS with your Mastercard Flight Delay Pass which will entitle you to complimentary airport lounge access. This service is also available in the case of rolling delays, eventually adding up to 120 minutes or more.
• Simply present your lounge access email or SMS at any eligible lounge to redeem your complimentary admission.

* Amenities may vary depending on the lounge.

** Delay must be officially announced by the airline as outlined and reported to our flight status data service provider

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LOST YOUR CARD? LOCK IT ‘TIL YOU FIND IT

Why lock your card.

If you’ve lost your card and there’s a chance you’ll find it, a temporary lock keeps your card secure while you look for it - and it saves the hassle of cancelling your card.

How it works

Lock your card

Lock your card in Online Banking or the Westpac App.

15-day lock

Your card is temporarily locked for 15 days.

Digital Cards, mobile wallets and wearables are also locked.

Unlock any time

Found your card? Unlock it 24/7. 

How to lock your card

In the westpac app.

• Search  Lock card  in the search bar on the home screen
• Select the card you want to lock
• Tap the Lock card temporarily button

Found it? 

Simply tap the same button to unlock your card that you used to lock it.

In Online Banking

• Go to Service > Card services
• Select Lock a card temporarily
• Select the card, then select Lock

Simply follow the same steps, and in step 3 , select Unlock .

What’s next?

Recurring payments.

If you have any direct debits or recurring payments on the card, they may be declined while your card is locked.

You can still access Cardless Cash while your card is locked from over 3000 Westpac Group ATMs located across Australia.

Found your card?

Your card will automatically unlock after 15 days. You can unlock your card at any time if you find it before the 15 days is up.

Report it permanently lost

If you don't find your card within 15 days, you should permanently cancel your card.

How to lock (or unlock) your business credit or debit card

Sole traders and partnerships.

If you have a personal account and are registered for Online Banking or the Westpac App, you can lock or unlock your card by following the steps. 

Other businesses

If you have a business profile or you’re not registered for Online Banking, you’ll need to drop into your local branch or call us to lock your card.

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Frequently asked questions

Once you put a temporary lock on your card, it will be locked for 15 days. If you lock your card, it will also lock any additional cardholder cards, your Digital Card , your  PartPay  Card and any mobile wallets or wearables.

You or any additional cardholders can lock your card in Online Banking or Cards Hub (in the Westpac App).

If you’re the primary cardholder and you’ve locked your card, only you can unlock it. If an additional cardholder has locked the card, it can be unlocked by either cardholder.

Once you lock your card, your card will be temporarily locked for 15 days. It will automatically unlock after 15 days, or sooner if you’ve turned off the lock.

If you have a debit card or BusinessChoice Mastercard® , you can lock your card without impacting any additional cardholders, as each cardholder will have a different card number.

If you have a personal credit card or an Altitude Business credit card , all cards linked to your account will be locked. This includes any additional cardholders and your PartPay Card.

If you’ve lost your card and there’s a chance you’ll find it, putting a temporary lock on your card saves you the hassle of cancelling your card. If you cancel your card permanently, you will be issued with a new card number, which means you will need to update any direct debits or recurring payments. However, if there is no chance you will find your card, you should permanently cancel your card .

Any recurring payments or direct debits on your account may be declined while your card is locked.

Yes, you can still receive any payments into your linked bank account while your card is locked.

If you have a card lock on your credit card then it will lock both your credit card and your PartPay Card. If you have a lock on your PartPay Card this will not affect your credit card. You’ll need to unlock the relevant card to start spending again.

Download the Westpac App

Download on the App Store

Android app on Google Play

Temporarily lock your card

Place a 15-day lock on your card.

Need to register?

It only takes a few minutes to get started with Online Banking.

Chat to us now

Want to get help quickly? Get in touch with us via the Westpac App.

Things you should know

Read the  Westpac Online Banking Terms and Conditions (PDF 417KB)  before making a decision and consider whether the product is right for you. 

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17 Reasons Your Debit Card Declined (When You Have Money)

Your debit card not working can be incredibly frustrating. I’m sure I’m not the only one who’s been in the situation where you have people lining up behind you, the “debit card declined” (when you have money!) alert flashing menacingly, as you assure the cashier that you definitely have enough balance on your card and that you have no idea what the problem is…

The truth is that there can be any number of reasons why your debit card is being declined. Some of them may be on your side (…are you sure you have sufficient funds on there? And is that definitely the right PIN?) but most are completely out of your hands.

Luckily, no matter why your debit card is blocked at the moment, there’s usually a very simple solution.

So keep reading to find out why your debit card isn’t working – and how to fix it in just a few minutes.

Table of Contents

Why is my debit card declined when I have money?

It’s definitely irritating when you find yourself in the position where your debit card was declined but you have money in the bank – or at least you think you do. Similarly, if you need cash but realize that your ATM card is not working, it can be a real pain.

Figuring out why your debit card is declining when you have money is going to be key to allow your debit card to start working. You may need to call your bank or card issuer for their help in finding the culprit, but chances are that the issue is very solvable – even if you’re pretty frustrated right now.

1. Insufficient funds

Ok, while I know you said your debit card declined even though you have money on it, just hear me out.

That is, probably the most common reason for your debit card not working is that there are insufficient funds on the card. This means that even if you think your debit card is declining when you have money, it’s worth double checking the balance. Fortunately, there are simple ways to check the balance of your account.

It’s never nice to be caught at the cashier and have to do that embarrassed mumble that “you’re sure there’s enough money“. But it’s okay – a card being declined happens and we’ve all been there before.

It’s also very possible that it’s not your fault. For example, your paycheck may be delayed or another deposit may be pending and you can’t use the money yet . Either way, you’ll have to find another way to pay for this purchase or leave it behind.

2. Expired card

If your debit card has expired , it won’t be able to be used for transactions anymore.

Most banks will send you a new card a month or so before your current card expires, so if that hasn’t happened yet, it’s important to call your bank immediately and find out what’s going on. There may have simply been an oversight, but it’s also possible that someone has stolen your card from the mail.

If that’s the case, it’s good to let your bank know as soon as possible so they can take steps to make sure the other card can’t be used.

Related: When You Get a New Debit Card Does the Card Number Change?

3. Daily transaction limit has been reached

Some cards will have a daily transaction limit meaning that once you reach that amount, you’ll find your debit card being declined even when you have money in your account.

These limits are in place for security reasons, to avoid someone taking your card and using it to wildly spend all your money. It’s for that reason the banks generally won’t recommend that you increase this limit.

That said, there are times when you may need to do so. If now is one of those times, give your bank a call to see if that can be done temporarily. Just make sure you follow their usual advice to drop the limit back down once you’re done so you know your money is protected.

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4. Incorrect PIN

It may sound obvious but if you have money in your account but it declines, it’s possible that you’ve simply put the wrong PIN in.

This often happens to me when I switch my “main” card and I forget which PIN applies to each one. You also could have changed PINs recently, which is a natural cause for confusion.

You usually have a few attempts to enter a PIN, so give it another try and hopefully you’ll use the correct one next time.

5. Too many incorrect PIN attempts

Following on from the previous option, you could have a problem if there have been too many incorrect PIN attempts. If that’s what’s happened, your debit card won’t work until you call your bank and unblock it.

This is in place to prevent fraud so if you’re getting a message that there have been too many incorrect PIN attempts and you haven’t used your card today, it may be worth checking with your bank what’s happened when you call them.

That is, the systems may show that someone else has tried to use your card. If you don’t recognize any attempts to use the card that your bank is seeing in their system, let them know so that the appropriate steps can be taken.

Important: Always call your bank on their phone number listed on their official website or in your bank’s app. Do not simply provide financial or personal information to someone who calls you and says they’re from your bank , as you have no way of knowing if that’s true – even if your phone appears to be showing that they are calling from the correct number.

6. Incorrect information entered

If your debit card isn’t working when you’re shopping online, double check that you’ve entered in the correct information. You may be one digit off with the card number or perhaps you’ve entered the CVC incorrectly.

Either way, unless everything aligns, your debit card will be declined for your online purchase and you won’t be able to use your card for this.

7. Damaged card

It’s also possible that your debit card is not working because the card is damaged. Sometimes this is obvious, especially if you can see any damage to the magnetic strip or the car is more bent than it should be.

Not all card damage is visible though, as extreme temperatures can affect how well it works, for example. The best solution here is simply to order a new card.

8. Bank has flagged transaction for being suspicious

Your card may have been blocked temporarily because your bank has flagged a transaction as being potentially suspicious.

Honestly, it’s sometimes hard to know when this will kick in. I was once traveling and despite me telling my bank that I would be in a certain country, my card was blocked when I tried to buy an app online from that country’s Apple Store – and it only cost a few dollars!

This can usually be resolved fairly quickly through a call to your bank to explain that you’re the card owner and that you’re happy for the transaction to go through.

That said, if you get an alert for a suspicious transaction and you’re not currently using your card, it’s time to call your bank straight away to make sure your account stays blocked.

You may also be interested in: Is It Safe to Order Checks Online?

9. Bank has identified other suspicious activity relating to your account

Sometimes it may not be one specific transaction that’s raised a red flag with the bank. Instead, there could be other suspicious activity relating to your account that’s caused your debit card to stop working.

As with many other options on this list, it’s best to simply call your bank to sort this out. It’s possible that there’s been a mistake, but it’s also very possible that someone has tried to breach your account somehow.

Figuring out what’s happened and how to resolve it is both in your and your bank’s best interest.

10. Technical problems

It may sound like a cop out to say “technical problems”, but issues somewhere along the line are a pretty common reason for your debit card to be declined even when you have money.

Maybe the card machine in a store isn’t working properly, maybe the lines are down somewhere (although you’ll probably see it in the news if there’s, say, a widespread Visa debit card outage), or maybe your bank is having some issues.

Whatever it is, these things aren’t always resolved straight away so if you need to make the purchase right now, it may be better to simply switch to cash or a different card.

11. Card hasn’t been activated yet

Is it your first time using a new debit card? If so, the reason for your debit card to not be working could simply be that you’ve forgotten to activate it.

I’ve definitely been caught by this before and while you can feel pretty dumb, it’s not the end of the world. You also can often do it on the spot, with a lot of bank apps now allowing you to activate your card through your phone.

If that’s you, simply jump on your app and see if that’s an option. You should be able to immediately use the card from there.

12. Joint account holder deactivated the card

If you jointly own the account with someone else, you may want to check that they haven’t blocked or deactivated the card for some reason.

This may very well have been done for a valid purpose, such as due to a security issue. However, if the joint account holder has deactivated the card without telling you and it doesn’t seem to be due to a good reason, it’s definitely time for a serious discussion regarding management of and access to any joint finances.

13. Store doesn’t accept your card type

This one isn’t as common these days, especially if you’re using a major card type like Visa, Maestro or MasterCard, but there is a possibility that the card you’re trying to use isn’t accepted at the store you’re trying to buy from.

This can definitely be an issue if you have an American Express card, for example. If that’s the situation, the only solution is to use another card or cash, unfortunately.

14. Blocked due to an international purchase

Some banks won’t allow you to make an international purchase using your bank card until you give express approval. This is to stop fraud from people based overseas, which is increasingly common these days.

So while it may seem annoying, it’s definitely for the greater good when it comes to protecting your money. This means that if you’re getting that message from your bank, give them a call to sort it out.

15. Additional information is needed from you

Sometimes, especially when you’re shopping online, a transaction won’t be able to go through until you provide some sort of additional information. This may involve entering a code that is sent to you via SMS or could involve you accepting the transaction in an app.

Either way, the reason that your debit card is declined could simply be that you haven’t taken this extra step. Double check any messages that are appearing on screen, as the website that you’re buying from will usually tell you when this is needed through their secure payment system.

You may also be interested in: Coinstar Gift Card Exchange: A Way to Get Quick Cash?

16. Card cannot be used in certain countries

If you’re travelling at the moment and your debit card won’t work but you have money, it could be worth checking that you’re able to use your card in the country you’re in.

Some banks don’t even allow their cards to be used internationally, although that’s rare these days. It’s more common now that you have things like reduced daily spending limits when you’re overseas.

But there is a chance in certain countries that your bank can’t operate, such as if there are international sanctions in place. This isn’t common and it’s likely you’ll know about this before travelling to a country like this.

That said, if you’re in a country where that’s a possibility, it may be worth contacting your bank to see if that’s the issue so that you can make alternative arrangements before you get stuck when your debit card doesn’t work and you’re out of cash.

17. Vendor made a mistake

There’s always a chance that your debit card’s not working simply because the vendor has made a mistake. Perhaps they had to enter in your details manually and missed a number or maybe they simply pressed the wrong button on the cash register.

Whichever it is, most people‘s first reaction when their card is declined is to ask the cashier to run it again. That usually gives the cashier the chance to restart the transaction, allowing them to correct any mistakes they may have made during the process.

How do you unlock a debit card?

To unlock a debit card, first login to your bank account either through your bank’s app or your browser, as sometimes there is an option to unlock it there, especially if it’s a new card that needs to be activated. If there is no option for this available, call your bank for their help in unlocking the card.

For almost all situations where a debit card has been locked due to suspected fraud, including things like entering the PIN too many times, you’ll probably have to call your bank to sort this out. This is so that they can verify that no one else is trying to access your account.

This will usually involve going through a few security questions, meaning it shouldn’t take more than a few minutes to unlock your debit card.

Why is my ATM card not working?

Your debit card may not be working at an ATM because of a problem with your card, the information you have entered or even the ATM itself. For example, you may have entered the wrong PIN or perhaps the ATM is out of order. Alternatively, there could be an issue on the bank’s side that’s stopping the transaction.

Before spending time wondering why the ATM declined your card, the most simple step is just to try the transaction again. Sometimes the lines go down momentarily or you may have accidentally entered the wrong PIN the first time, meaning that doing it again could resolve the issue.

If, however, your transaction is declined in the ATM again and your debit card still isn’t working after a second attempt, it may be worth further investigating, especially to see if your bank has blocked the card for some reason.

Why is my card being declined when I have money?

There are several reasons why your card is being declined when you have money in your account. The bank could have blocked the card for fraud prevention, the store may not accept your card type, the card is damaged or expired or you may have entered the wrong PIN.

Most of us have been in the position of that fateful beep of doom happening, followed by you assuring the cashier that “my debit card declined but I have money in the bank!”

If it just appears to be a one-off problem, it could be the store itself or the machine they’re using which is having issues, so try to find an alternative.

However, if your debit card isn’t working in shops more generally and you’re sure that the card type should be accepted and that you’re entering the correct information, it may be worth calling your bank to see what the problem may be. The fact that your debit card keeps getting declined but you have money in your account suggests a broader problem rather than, say, a one-off technical issue.

How to fix a declined debit card

The process for how to fix a declined debit card when you have money in the bank is generally as follows:

• Try the transaction again – Sometimes there can be a one-off problem that is fixed simply by swiping the card again.
• Check you have funds in the account – This is the most obvious problem if a debit card is declined and is easily fixed.
• Double check you’re providing the right information – Have you changed the PIN recently and you accidentally entered the old one? If you’re shopping online, did you enter the card number correctly and did you approve the transaction through your bank’s app, if that’s needed?
• Call your bank or card provider – They’ll be able to check the issue immediately and help you to fix it. Just make sure that you’re the one calling them, as a common scam is for fraudsters to call you posing as your bank when they’re trying to access your account – which may very well be why the card has been blocked in the first place.

Why is my debit card being declined for an online purchase?

There can be a number of reasons why your debit card is being declined for online purchases. If it’s not due to a problem on your end, such as entering the wrong card information or insufficient funds, you may need to verify the purchase first.

That is, many debit cards require online purchases to go through a security step where you have to verify the purchase before using the debit card online.

These often don’t require you to actually call the bank and speak with someone in order to verify the purchase. Instead, it will usually appear as a notification from your bank’s app in your phone.

At that point, you’ll generally have to tap a button and verify it’s you, whether that’s by entering a code or letting your phone scan your face or finger, to confirm that you actually want to spend the money online in this way.

If, after all this, your debit card is still being declined for online purchases, call your bank or provider to sort it out.

Why is my Visa debit card being declined?

Your Visa debit card may not work due to something simple, like insufficient funds in the account, or because your card has been blocked by your bank as a security measure. If you’re shopping online, it could also be a problem with the site.

In such cases, whether it’s a Visa Debit, a credit union or a US bank debit card not working, the easiest solution is usually to just call your bank. They’ll almost always be able to immediately identify the problem and help you through it.

You may also be interested in: 10 Simple Options to Convert Visa Gift Cards to Cash

One last thing on your debit card not working

There’s no question that your debit card not working can be incredibly annoying, especially if you’re in a rush or really need access to your money right now.

But in most cases, the fact that your debit card keeps getting declined is usually a very simple problem to fix. With just a few taps in your bank’s app or a quick call to your card provider, any blocks can usually be lifted in just a few minutes.

And if the issue does take longer than that to resolve, especially if your debit card is being declined when you have money, just keep in mind that these problems often arise due to the need for having security measures in place. This means that while it may be annoying in the short term, at least you know that the appropriate fraud prevention checks are in place to protect your money.

That doesn’t help though if, say, you’ve just put gas in your car and have no way to pay for it because of that pesky “debit card declined” (but you have money!) message.

In cases like that, especially if the issue isn’t because of something like insufficient funds on your side, one solution can be to ask your bank to temporarily add credit to your debit card. This lets you borrow money for a short period of time – just make sure you pay it back as soon as you can to avoid interest incurring and to maintain a good credit score .

Anna is the founder of LogicalDollar and a personal finance expert, having been featured in Forbes, HuffPost, Reader’s Digest, Bankrate, MSN Money, Yahoo! Finance, CreditCards.com and many more. With more than 10 years of experience in the financial and legal industries, bachelor’s and master’s degrees in these fields, as well as her own journey in turning $60,000 in debt into a thriving investment portfolio, she’s committed to helping others get on the path to financial freedom.

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