At Qudos Bank, we take your security seriously. That's why our credit and debit cards come with security features that help protect your information. We’ve implemented a number of different initiatives behind the scene and we’ve included some additional information below to help protect you and your card.

When you use your Qudos Bank Visa Card, you will not be held liable if your card is used without your consent and you have not contributed to the loss. For further information please see our Terms and Conditions for Savings Accounts and Payment Services or ePayments Code.

To keep your card transactions safe, we:

  • Partner with a leading financial crimes service, to monitor suspicious card transactions 24/7
  • Issue cards which have been embedded with a security chip, making it more difficult to copy your card details
  • Protect your online card transactions using Visa Secure
  • Offer SMS and email alert notifications to notify you of purchases
  • Allow you to manage your card and PIN online, making it easier for you to report a card lost or stolen, anytime and anywhere
  • Allow you the ability to change your PIN online

Remember, you should always protect your card like it's cash and never hand over your card or card details to anyone if you're unsure. We will never ask you to disclose your PIN or passcode under any circumstances.

If your card is lost or stolen, please ensure that you report it immediately in Online Banking or by contacting us on 1800 621 199 (24 hours toll free) or during business hours 1300 747 747.

You’re the best line of defence when it comes to protecting your card and account details.

  • Keep your PIN or passcode secure at all times - i.e. memorise your PIN or passcodes.
  • Do not voluntarily disclose your PIN or passcode to family or friends.
  • Do not keep a record of your PIN or passcode on anything carried with the card or device that could be lost simultaneously. You should always keep these separate from to avoid unauthorised use.
  • Do not select a numeric passcode that represents a date of birth, or an alphabetical passcode that is a recognisable part of your name.
  • You must make a reasonable attempt to disguise your PIN or passcode so no one can easily identify it.
  • You should always cover the PIN pad when entering the PIN at an ATM or EFTPOS terminal.
  • You must contact us immediately on 1300 747 747 if you believe your PIN or pass code has been disclosed to someone else or it has been lost or stolen with your device.
  • Keep your contact details with us up to date - i.e. mobile number and email address so we can contact you if necessary.
  • Let us know exactly where and when you’ll be travelling for our records.
  • Never leave your card unattended - i.e. at a bar or restaurant.
  • Always treat your card as if it where cash and never hand over your card details to anyone - i.e. over the phone or on the internet.

You must make all reasonable attempts to secure your card and PIN or passcodes at all times. You can also manage your card and PIN or passcodes through:

You should contact us immediately if something is not right. The ePayments Code determines your liability for losses resulting from unauthorised transactions. If you have noticed suspicious activity on your account or suspect someone may know your personal account or card details you must contact us immediately on 1300 747 747 for further assistance. For more information please refer to the our Terms and Conditions for Savings Accounts and Payment Services.

It’s good practice to keep your anti-virus software up to date when using electronic devices to shop, this acts as another layer of defence protecting you.

  • Only use trusted merchants or websites
  • Check buyer feedback or website reviews before shopping online
  • Make enquiries to ensure a website is not scam website or merchant (particularly investment type sites) - if it looks to good to be true, it probably is
  • Check the merchants return policy to make sure you’re informed if something goes wrong
  • Always read any available terms and conditions to know what you are agreeing too
  • When signing up for a "Free Trial or Subscription" make sure you read the fine print and cancel the subscription before the trial period ends
  • If paying by other means check if a Dispute Resolution process is available to you should something go wrong because you may not always be covered through a chargeback

Read more on how we protect your details online.

Scammers are getting smarter with capturing personal details which may be used to commit identify theft or fraud. To protect yourself from unauthorised transactions, stay one step ahead with some simple tips.

  • Don’t feel obligated to provide card details if someone calls and tries to sell you something - it’s okay to say no!
  • If you receive a phone call out of the blue asking you to disclose bank details or transfer money be wary and do not disclose any information or transfer funds
  • Ask the caller for details about their company, service or products and if they can’t give you sufficiently detailed answers, hang up
  • Rather than calling the caller back on the number they provide, do your own research on the legitimacy of the caller and call them back using their publicly advertised telephone number (this could make things difficult for scammers masquerading as a legitimate company)
  • If you have any doubts about the legitimacy of the caller simply hang up

The best line of defence between you and the phone scammers is not to provide information about your personal details, bank accounts or cards.

Simply hang up and make your own enquiries to be safe. For up-to-date information, keep an eye on the below websites:

Planning in advance can save you time and reduce stress levels when things don’t go as planned.

  • Ensure we have your current mobile phone details and email address before travelling overseas. Send a secure email message within Online banking or by calling us on 1300 747 747
  • Keep your card in a hotel safe box as a precaution, if it’s not required during travelling outings
  • Ensure you have a back- up card to access your money such as Prepaid Travel Card or another Qudos Bank card
  • Get travel insurance to ensure you are covered for any unexpected events
  • Don’t leave your card unattended at bar, restaurant etc. Keep your card in your possession
  • Be wary of strangers or locals hanging around an ATM who may distract you
  • When using your Visa debit card overseas you may need to press the “Credit button” to access your funds if the “Savings button” does not work
  • Check the ATM is not damaged or tampered with before using it
  • Never leave your card in the ATM, if this happens contact the Lost and Stolen hotline immediately on 1800 621 199 or cancel the card in Online banking. If you are overseas, please contact Visa International Card Hotline in the country you are in, as it’s a toll free number.


Contact Numbers when reporting a Lost or Stolen Card
Australia: 1800 621 199
Overseas: +612 9582 3200
Online: Visa International

  • Check the ATM is not damaged or tampered with before using it, choose another ATM if it looks suspicious
  • Be aware of your surroundings or anything that may appear suspicious
  • Cover the PIN pad when using ATMs or EFTPOS terminals
  • Remove your card from the ATM immediately after taking the cash
  • Ensure you use the correct PIN as the card will be retained by the ATM if you exceed 3 unsuccessful PIN attempts. If this happens we may not be able to retrieve your card in most cases
  • Daily cash withdrawal limits apply, please refer to the Terms and Conditions for Savings Accounts and Payment Services
  • Contact us if the card has been retained by the ATM. If this happens contact the Lost and Stolen hotline immediately on 1800 621 199 or cancel the card in Online banking.

We provide 24/7 card monitoring protection of your account. If the analyst detects any suspicious transactions or unusual spending patterns they will confirm the transactions.

Sometimes, we may need to restrict your card until we confirm the transaction details with you. Please ensure your contact details are current, as this will assist us to quickly confirm the information with you.

  • We will contact you by SMS, email or phone
  • We ask that you confirm the transactions as soon as possible
  • You can enable mobile roaming if travelling overseas or check your email. If your card has stopped working, refer to the Travelling Overseas information above
  • Sometimes we may need to restrict or cancel your card immediately if there has been an unauthorised attempt on the card. We will always advise you of the actions taken and why
  • We use Visa Secure to confirm Online transactions offering you protection against the unauthorised use of your card at participating Visa Secure merchants
  • You should notify us immediately of a Disputed Transaction made on the card to reduce your liability.

Find out more on Disputed Transactions.

There are many reasons why your card may not work, before calling us try these tips to see if you can resolve it yourself, if you still have problems contact us for support.

  • Check the expiry date of the card
  • Check the ATM or EFTPOS device is working, sometimes there could be technical issues which may not be related to the card
  • Check if you have received a SMS or email notification from us
  • Check that the ATM accepts Visa
  • Check that you have not exceeded the Paywave limit on your Visa card. If you have, then please insert the card and enter your PIN.
  • When overseas you may need to select “credit button” instead of “savings button” when using an ATM
  • Check your card has been activated, if it is a newly issued card
  • Ensure you have sufficient funds in the account
  • Ensure the correct PIN is being used

Qudos Mutual Limited trading as Qudos Bank ABN 53 087 650 557 AFSL/Australian Credit Licence 238 305. The information in this article is of a general nature and has been prepared without considering your objectives, financial situation or needs. Before acting on the information, consider its appropriateness to your circumstances.

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