Help for your debit or credit card

You should receive your physical Visa Debit card by mail within 7-10 business days.

If you've recently opened a new account online, you can set up your digital card straight away and use it with the digital wallet on your smartphone.

Find out more about digital cards

Your Visa debit or credit card number is 16 digits in length and can be found on the front of your physical card.

You can also locate your card number in the mobile app or internet banking by going to Manage cards > Card details.

You can use your card details to add your card to a digital wallet manually, or make purchases online or over the phone.

The card details shown online are all the details that are embossed on your physical card:

To activate your new card, log in to internet banking and go to Services > Manage Cards, or in the mobile app go to Manage Cards then follow the on screen prompts.

• Select your card
• Activate your card as prompted
• Use card controls to allow or block card transaction types as required

Alternatively call 1300 228 228 or visit your local branch and one of our friendly team will be happy to assist.

You can change your card PIN in the mobile app or internet banking.

• In internet banking go to Services > Manage Cards.
• In the mobile app go to Manage Cards, then follow the on screen prompts.

Alternatively, if you have forgotten your existing PIN, please visit your local branch with your identification, and one of our friendly team will be happy to assist.

We'll automatically send you your replacement card around the time your existing card expires. Your card will continue to work for the entire month it is due to expire.

If you haven't received your replacement card within two weeks of the expiry date, please call 1300 228 228 or visit your local branch and one of our friendly team will be happy to assist.

The quickest way to report your card as lost or stolen is via the BCU Bank app or internet banking.

To report your card as lost or stolen:

• Log in to internet banking or the mobile app, and go to Manage Cards.
• Select the card you need to report as lost or stolen and follow the prompts to cancel your card.

If you have an eligible card, you can reorder a new card at the same time which can then be added to your digital wallet. You'll be able to use this until your new card arrives in the mail.

Alternatively you can call us on 1300 228 228 or visit your local branch and we'll be happy to help.

Outside business hours?

To report a card as lost or stolen outside of business hours, please call 1800 648 027, or if you're overseas call +61 2 8299 9101.

If you've misplaced your card, or left it somewhere by mistake, you can place a temporary lock on your card while you look for it. 

The temporary lock can be applied in internet banking or the mobile app, and will restrict all transactions on your card except for regular recurring withdrawals such as direct debits, and digital wallet transactions.

• In internet banking go to Services > Manage Cards.
• In the mobile app go to Manage Cards from the main menu. 

To put a temporary lock on your card choose your card and tap or click the lock icon. 

Alternatively you can contact us on 1300 228 228, use webchat, or visit your local branch and we can put a lock on your card for you.

You can use card controls in internet banking or the BCU Bank app to block international ATM, in-store, payWave and online purchases.

Go to Manage cards, select your card, and choose Card controls. Then simply update the international setting.

The currency that your transaction is processed in determines whether the transaction is categorised as an international transaction. For example, a withdrawal from a cash machine in Fiji would be classed as an international ATM transaction, as you withdraw the funds in Fijian dollar.

Learn more about card controls

For security reasons, your Visa card will be locked after multiple unsuccessful attempts of entering the PIN number. This lock will be in place for 24 hours.

If after this time you are unable to access your card, please call us on 1300 228 228 or visit your local branch  and one of our friendly team will be happy to assist.

Your card details can become compromised in many different ways. Some common examples include if your card has been stolen, skimmed at an ATM or point of sale, or if there has been a security breach of your phone or personal computer.

If you think your card has been compromised, you can place a temporary lock on your card to prevent any further activity. Please contact us on 1300 228 228 and we will help you protect your account.

WARNING! It's important to protect your card and PIN at all times, and never share your card details with another person.

If you see a suspicious transaction on your account using your digital wallet, please call us immediately on 1300 228 228, after hours on 1300 705 750, or +61 2 8299 9534 from overseas.

We’ll help you report your existing card details as stolen and arrange for a replacement card to be ordered.

WARNING! If your digital card has been compromised, it’s important that you don't use internet banking or the mobile app to report your card as lost or stolen. When a replacement card is ordered from one of our self-service platforms, the new card details may automatically replace your existing card details in a digital wallet. This could increase the risk of further fraudulent transactions being processed.

Your daily ATM withdrawal limit is $1,000. 

To increase your limit, please call 1300 228 228 or visit your local branch and one of our friendly team will be happy to assist.

Please note, limits can only be increased for 24 hours and then will revert back to the standard amount.

If you have misplaced your card or left it somewhere by mistake you can easily place a temporary lock on your card while you look for it.

The temporary lock can be applied in internet banking or the mobile app and will restrict all transactions on your card. This does not include regular recurring withdrawals such as direct debits or digital wallet transactions made using your mobile phone.

To put a temporary lock on your card in internet banking or the mobile app, go to Manage Cards.

Permanently lost your card?

You can report your card as lost or stolen and reorder a new card using our digital channels, or by calling us on 1300 228 228 during business hours. To report a card as lost or stolen or report card outside of business hours call 1800 648 027 .

To report your card lost or stolen using internet banking or the mobile app, log in and go to Manage Cards. Select the card you need to report as lost or stolen and then follow the prompts to cancel your card and order a new one.

If you need any help please call us or visit your local branch and we'll be happy to help.

You can use card controls in internet banking or the BCU Bank app to block international ATM, in-store, payWave and online purchases.

Go to Manage cards, select your card, and choose Card controls. Then simply update the international setting.

The currency that your transaction is processed in determines whether the transaction is categorised as an international transaction. For example, a withdrawal from a cash machine in Fiji would be classed as an international ATM transaction, as you withdraw the funds in Fijian dollar.

Learn more about card controls

You can use card controls in internet banking and the mobile app to block certain types of card transactions, and help keep your card safe.

• In internet banking go to Services > Manage Cards.
• In the mobile app go to Manage Cards then follow the on screen prompts.

You can block the following card transactions for both Australian and international transactions:

• In-store purchases – where you physically use your card and enter your PIN.
• ATM withdrawals – cash withdrawals made with your card and PIN at an ATM.
• Tap and go – purchases made by tapping your card at a point of sale terminal. Also known as payWave or contactless payments.
• Online purchases – purchases made online or over the phone using your card details.
• Digital wallet – card purchases made using a digital wallet such as Apple Pay, Google Pay™ or Samsung Pay, at a point of sale terminal, app or website.

To block a transaction type, slide the control to the left (grey). To allow the transaction type, slide the control to the right (green).

If you don't have access to internet banking, call us on 1300 228 228 or visit your local branch and we'll be happy to help.

You can change your card PIN in the mobile app or internet banking.

• In internet banking go to Services > Manage Cards.
• In the mobile app go to Manage Cards, then follow the on screen prompts.

Alternatively, if you have forgotten your existing PIN, please visit your local branch with your identification, and one of our friendly team will be happy to assist.

Once you've added your card to a digital wallet, you might still need your physical card on occasion. This includes to make ATM withdrawals, for larger transactions that don't support contactless payments, or to use when a retail or business location does not support contactless functionality.

Top tip! It's always a good idea to keep your physical card handy in case you lose your phone, your battery runs out or your digital wallet stops working for any reason. 

You can request to reduce your credit card limit by completing our online form. 

Alternatively, you can request a decrease in internet banking or our mobile app. Go to Manage Cards > Select your card > Reduce limit and follow the prompts.

Request to reduce my credit card limit 

You can request to cancel your credit card limit and close your account by completing our online form.

Alternatively, you can request to cancel your credit card limit in internet banking or our mobile app. Go to Manage Cards > Select your card > Cancel card and follow the prompts

Request to cancel my credit card

When your card is due to expire, we'll automatically send you a replacement card close to the expiration date of your existing card.

If you haven't received your replacement card within 2 weeks of the expiry date, please call 1300 228 228 or visit your local branch and one of our friendly team will be happy to assist.

The minimum repayment due on your credit card is 3% of your outstanding balance as at the 14th of the month or $10.00, whichever is the greater. 

The actual amount due and the due date will be displayed on your credit card statement which can be viewed as an eStatement in internet banking, and can also be found in the mobile app.

If you're applying for a new Visa Credit card or have an existing Visa Credit card with us, you can apply to add an additional card holder to your account following the steps below.

1. Confirm membership - an additional card holder must be a member with BCU Bank.

You can become a member by opening a deposit account online or by visiting a branch. If applying online you will need to provide two of the following identification documents - Australian passport, driver's licence or Medicare card - so that we can verify your identity.

2. Complete and sign additional cardholder form - the account holder will need to complete and sign. The additional card holder must also sign the form.

Download Credit Card Additional Cardholder Request form - PDF (90 kB)

3. Return the signed form - you can return the form to a BCU Bank branch, or if you cannot get to a branch during business hours, you can return the document via Secure Mail in Internet Banking. 

4. Account authority - we’ll process your request as quickly as possible, set up the account authority for the additional card holder, and advise when your additional card is on it’s way.

If you have any queries, please don’t hesitate to contact us on 1300 228 228.

Important information 

• The additional cardholder must be over 16 years of age and will be authorised to operate on your card account at no additional charge.
• If the nominated additional cardholder is not an existing member of P&N Bank, we will need to confirm their identity, and they will be required to become a member of P&N Bank.
• All transactions on your card account authorised by the additional cardholder will be treated as having been authorised by you. You will be responsible for these transactions.
• An additional cardholder may complete card and over the counter transactions, and may access the account via Internet Banking. An additional cardholder may access financial information about the account, including transaction information, account balance, available credit limit and minimum monthly repayments.

Remember, although additional cardholders can charge purchases to your P&N Bank Visa Credit card account, as the main account holder you're responsible for meeting the repayment obligations.