Frequently Asked Questions for your iChoose Reloadable Card

What is an iChoose card?

An iChoose card is a VISA prepaid card. It allows you to have the flexibility to use the card wherever VISA cards are accepted including retail stores, online merchants and for use overseas.   Forget about the limitations attached to store vouchers, with iChoose, you have the greatest gift of all – the world of choice.

How do I activate my card?

Once you have received the card, you will need to ACTIVATE the card prior to using it. Activation can be done free of charge online at, click on the Activate Now picture and follow the prompts. Or phone 1800 914 332 (call charges apply).
To activate your card you will need the 16 digit card number, expiration date and the phone number you provided at card registration.
During activation you will be able to set a 4 digit PIN.  You will use this PIN when prompted by a merchant when purchasing goods. 
You will also set a User ID and Password to access the site once your card is activated.

I cannot activate my card using my phone number?

You may have provided a home phone number, try using this number.  If you are still having difficulty you will need to contact Customer Service by calling 1800 914 332 (call charges apply) or send a request through the ‘Contact Us’ tab at the website

I did not provide a phone number when I registered for the card?

If no phone number was provided a system default number would have been used. If this is the case enter 0000 (or 00 0000 0000 if prompted for your 10 digit phone number when using the IVR).

Who can use the card?

You are required to enter a PIN when using your reloadable card. Ensure you keep your PIN safe and don’t tell anyone what it is. If you lose your card you must notify us immediately so we can block your card from fraudulent use. To report a lost card you can call Customer Service on 1800 914 332 (call charges apply) or through the ‘Contact Us’ tab at the website

What is the maximum balance allowed on the card?

Cards loaded by our corporate clients have a maximum balance of $10,000. Please check your balance prior to using your card.

How much can I spend in one transaction?

If your balance permits, you can use your card for purchasing up to $5000 in a 24 hour period. Should your purchase be greater than $5000 you will need to pay the balance by another means.

If my card has ATM access, how much can I withdraw at once?

If your balance permits, you can withdraw up to $500 in a 24 hour period. Please note ATM fees apply. See the Fees and Charges table at the bottom of these FAQ’s.

How can I check my card balance and my transaction history?

You can check your balance and transaction history at any time, free of charge by visiting My Card Place at and logging into your account. Alternatively, you can call 1800 914 332 (call charges apply).
The merchant is unable to advise you on your available balance from their POS system.

Does the card have an expiry date?

Yes. It will expire at the end of the month shown on the front of the card. Any remaining balance will be forfeited once the card expires. Make sure you use your balance prior to expiry.

Can I extend the expiry date of my card?

No, expiry dates cannot be extended. You must ensure you use the balance on your card prior to expiry.

What happens if there are still funds on the card when it expires?

Whatever value is left on the card after its expiry will be forfeited. We encourage you to use your card before it expires. 

Can the card ever have a negative balance?

This should never happen as merchants are obliged to obtain authorisation for every purchase.

How secure is the card?

VISA Prepaid cards should be safeguarded, treated like cash. If your card is lost or stolen call Customer Service immediately on 1800 914 332 (call charges apply) or through the ‘Contact Us’ tab at the My Card Place website You will be responsible for transactions on your card until it is reported lost or stolen.

What should I do with my card once the amount is fully spent?

Your card is reloadable so ensure you keep your card safe as more credits may be applied as per your program Terms and Conditions.

What is an iCoupon?

An iCoupon is an electronic coupon that can be attached to your card. These may be issued to you for promotional purposes depending on your program. You can view coupons by clicking on the Additional Services tab on the menu bar once you have logged into your card account at

Why do my card transactions get declined?

There are several possibilities:
  • your card has not been activated
  • the amount of the purchase exceeds your available balance
  • You are entering an incorrect PIN
  • your card has expired
  • your card has been reported lost or stolen
  • your card has been blocked
  • a previous voided or interrupted transaction may have been authorised, and the reserved funds have not yet been released
  • the signature panel on the back of the card has not been signed
  • your signature on the purchase receipt does not match the signature on the back of the card
  • you have attempted to use a non ATM card for a cash withdrawal at the ATM machine
  • you have tried to withdraw cash from the ATM machine and your balance is not sufficient to cover both the withdrawal amount and the ATM operator’s fee (this only applies to cards with ATM functionality)

Do I have to remember a PIN?

Yes. You will need to use a PIN for all transactions made on the card.  Ensure you know your PIN as declined transactions from incorrect PIN entry do attract a declined transaction fee of $0.15.

What do I do if I’ve forgotten my PIN?

If you forget your PIN you can contact Customer Service on 1800 914 332 (call charges apply) or through the ‘Contact Us’ tab at the website

What happens if I enter an incorrect PIN?

Your transaction will be declined if an incorrect PIN is entered.  If you enter an incorrect PIN three times, your card will be blocked and you will need to contact Customer Service on 1800 914 332 (call charges apply) or through the ‘Contact Us’ tab at the website to release the card.

Are there any transactions for which the card cannot be used?

Your card will be declined for any gambling and casino transactions.
You cannot use your card for any recurring transactions where monthly or regular instalments are set up to draw down on your balance automatically.
You cannot use your card to pay for fuel ‘at the pump’ you will need to go inside and pay at the counter.

Can I use the card to withdraw cash from an ATM?

You need to check if your card has ATM functionality, please refer to the card summary page at the website to see if your card type says ATM. Alternatively your card carrier will specify if your program has ATM access.
You must use the Personal Identification Number (PIN) that you have selected during the time of activation and press Credit.  ATM Fees apply.

If a merchant asks me “Credit, Savings or Credit” how should I answer?

You will always select Credit and enter your 4 digit PIN.  

What if the value of the purchase I want to make is greater than the value / balance on the card?

If you attempt to pay for a purchase that is greater than your available balance, the transaction will be declined.
Please ensure you check your available balance prior to making purchases, the merchant will not be able to advise you of your available balance.
If your purchase is greater than the amount available on your card, you can pay the difference by using any other type of legal tender accepted by the merchant.    

What if the value of the purchase I want to make is less than the value / balance on the card?

Only the exact value of your purchase will be deducted from the balance on the card, so you can use the card for more purchases later. No change will be given.

How do I use my card at hotels, restaurants or other such service orientated merchants? 

In service-oriented merchants like restaurants and hotels where it is customary to give a tip for excellent service, the merchant factors in another 10% when seeking authorisation to cover a generous tip. This is called a tolerance.

For example, if the cost of your meal adds up to $100, the merchant will seek authorisation for $110, which means that if the available balance on your card was $100, it would be declined.

You should ensure that your card has a balance which covers that 10% buffer when you are transacting with these sorts of merchants, even if you plan to give a smaller tip.
When staying at a hotel or going on a cruise, we recommend using the card to pay at checkout, not when making the reservation or checking in. Why? Because a provision for tips of up to 10% is added and reserved in advance for hotel and cruise ship bookings. Such authorisations can take 30 days to clear.

Can I use my card overseas?

Yes you can. Please ensure you know your PIN as some countries will not allow you to sign for purchases. For purchases made outside of Australia or in any other currency other than AUD, you will pay foreign exchange fees.

What happens if I need to return an item to the merchant?

Each merchant has its own policy about accepting returned items. You will need to check with the specific merchant on their return policy. Transaction reversals and product returns will incur a fee of $7.50.

How does my card work?

You can use your card as many times as you like until either the available balance on the card has been exhausted or your card expires.  The amount of each purchase is automatically deducted from the card’s balance. You can use your VISA Prepaid card at any merchant worldwide that accepts VISA Prepaid cards including online merchants.

Can I transfer funds to a friend’s card?

Yes. So long as the cards are from exactly the same program. You can find friends or family members by clicking on the ‘Friends and Family’ tab under ‘Quick Links’ once you have logged into the website You can add friends by searching email, last name or card account number. A card to card transfer fee of $1.00 will be debited from your available balance in addition to the transfer amount.

Can additional funds be added to my card?

Yes. Your card is reloadable. Meaning the corporate entity that gave you the card can load additional funds depending on your program or promotion Terms and Conditions. You cannot personally load funds to your card.  

What should I do if my card is lost or stolen or damaged?

Should your card be lost or stolen with a balance remaining, you can cancel the card and order a replacement. To report a lost or stolen card immediately, you can contact Customer Service on 1800 914 332 (call charges apply) or through the ‘Contact Us’ tab at the website so we can stop any subsequent transactions from being authorised.
A replacement card will be issued and any remaining available balance will be transferred to the new card (less a $15.00 card replacement fee and any applicable call charges).

Do I need to pay a fee for transactions?

No. Approved transactions do not incur a fee.
Should your transaction be declined, a $0.15 fee will be debited from your available balance. Ensure you know your balance and your PIN prior to using your card.

Key Fees and Charges

Below are the key fees and charges that relate to your card. For a full listing please refer to your Terms and Conditions. Should you have any questions relating to any of the fees outlined below you can contact us through the website.

Online Balance and Contact Us Enquiries No Charge
IVR Automated Telephone Enquiry $1.20
IVR Live Operator Customer Service Assistance $3.99
Lost or Stolen Card Replacement $15.00
Transactions made at Point of Sale No Charge
Declined Transactions $0.15
Transaction Reversal Fee (Returns) $7.50
ATM Domestic Transaction $1.75 + ATM operator fee
ATM International Transaction (outside Australia) $2.50
ATM Balance Enquiry and Declined Withdrawal fee $0.75
** ATM fees will only be applicable should your card have ATM access. Please refer to your card carrier to see if you can use your card at an ATM.  
Card to Card Transfers $1.00
iCoupon Credit (program dependent) $0.50
Mobile App Login $0.15

Foreign Exchange Fee



Card Expiry Fee:The Available Balance on the Card at the time of its expiry. Available Balance at card expiry.


Card issued by Heritage Bank Limited ABN 32 087 652 024 AFSL 240984 Australian Credit Licence 240984.

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