Frequently Asked Questions

Guide to Using The Sustainability Card EFTPOS Prepaid Card

1. Which button do I select when making a purchase at a merchant?
You select the SAV button. If you press CR or CHQ your transaction will be declined.

2. Does my card have to be swiped through the EFTPOS device every time I make a purchase?
When you are in store yes your card does.

3. Where can I use The Sustainability Card EFTPOS Prepaid Card?
You can use your card to make purchases of goods and/or services at any merchant that accepts EFTPOS (at merchant’s discretion). You can use your card domestically within Australia. Refer to Terms and Conditions of Use as fees and charges apply.

4. Do I receive a PIN mailer?
No, you set your 4-digit PIN online at the time of activating your card – Refer to Terms and Conditions of Use.

5. Do I have to use a PIN when making a purchase at a merchant?
YES

6. Can I use my EFTPOS Prepaid Card to withdraw cash?
No, you cannot use your EFTPOS Prepaid Card to withdraw cash. Refer to your Terms and Conditions of Use as fees and charges apply.

7. Is the balance updated automatically?
Each time you use the EFTPOS Prepaid Card to make a purchase, the purchase amount is automatically deducted from your Card balance at the time the transaction is approved. If the transaction is declined the funds are not deducted as there is not enough balance to allow the transaction to be completed. You can check their balance online at www.sustainabilitycard.com.au/account/ all in real time.

8. What do I do if my purchase is not approved?
Check the following:
i. The payment network may be off-line. You may need to provide cash to complete your transaction or come back when the system is up. You cannot use the EFTPOS prepaid card when the system is off-line.
ii. The prepaid card’s magnetic stripe may be damaged. Contact the XXX Head Office to obtain a replacement card – refer to Terms and Conditions of Use available at www.sustainabilitycard.com.au/terms The Sustainability Card
iii. There may be insufficient funds left on your EFTPOS Prepaid Card for the transaction. Check the balance via the cardholder website or call the contact centre on XXXX.
iv. The prepaid card has expired. Check the expiry date on the front of the card. Refer to your card Terms and Conditions.

9. How can I check a Prepaid Card’s balance?
You can check the balance by going to the cardholder website. You will need to provide the card number and your password that you set at the time of activation.

10. Can these Prepaid Cards be reloaded with value?
Yes, these prepaid cards are reloadable.

11. How can I load additional funds onto my card?
Client to complete if applicable. Refer to Terms and Conditions of Use as fees and charges do apply.

12. Does a Prepaid Card expire?
Yes, The Sustainability Card EFTPOS Prepaid Card will expire as per the expiry date on the front of the card.

13. Do I receive give change on a Prepaid Card transaction?
No, the prepaid card can be used until the balance reaches a nil value, no matter how small the balance, and you can add value at any time. Refer to Terms and Conditions of Use as fees and charges do apply.

14. What happens if I have lost my prepaid card or it was stolen?
Lost or stolen prepaid cards can be reported 24 hours a day, 7 days a week through the website at www.sustainabilitycard.com.au or you can call xxxx. A replacement card may be organised. For further information refer to Terms and Conditions of Use as fees and charges apply.

15. Are there terms & conditions that apply to the xxx EFTPOS Prepaid Card?
Yes, you can view the full terms & conditions at www.sustainabilitycard.com.au/terms