Frequently Asked Questions for your iChoose Gift 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 ichoosegift.mycardplace.com, 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 when qualifying for the card.

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.

I cannot activate my card using my phone number.

You may have provided a home phone number or an office landline, try using the last 4 digits of these numbers. Also ensure you are using the correct website URL as printed on the back of your card.

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 ichoosegift.mycardplace.com.

Who can use the card?

We always suggest you use your PIN when using your card however gift cards can be used without a PIN so you must keep your card safe. 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 ichoosegift.mycardplace.com

What is the maximum balance allowed on the card?

Cards loaded by our corporate clients have a maximum balance of $4999.99. 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 $4999.99 in a 24-hour period. Should your purchase be greater than $4999.99 you will need to pay the balance by another means.

For security reasons online purchases may be limited to $999.99 within a 7-day period.

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 ichoosegift.mycardplace.com 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.

You will not be notified that your card is due to expire.

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?

Any unused balance when your card expires 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. Should you lose your card, someone may find it and they will be able to use the card. 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 ichoosegift.mycardplace.com. 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?

As the card can only be loaded once, you can cut the card up and throw it away when you have spent all of the available balance.

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. We suggest you set up and use a PIN for all transactions.

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 ichoosegift.mycardplace.com

What happens if I enter an incorrect PIN?

Your transaction will be declined if an incorrect PIN is entered. If you don’t know your PIN and you are using your card for purchasing, press enter when prompted for a PIN and simply sign for your goods.

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 ichoosegift.mycardplace.com 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.

Your card cannot be used at online merchants who pre-authorise your card for less than $0.01 prior to the transaction being approved. Example of merchants are Apple, eBay, and Amazon.

Some countries and/or merchants may be blocked due to high risks of fraudulent activities. For security, your card cannot be used at these merchants.

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

No, gift cards do not have ATM functionality.

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

You will always select Credit and either sign for your purchase or 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 must advise the merchant of the card value prior to the payment method being selected. You will then be able to 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. If a tip is not given, only the actual charge will be debited from your card at settlement.

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.

For your card security, some countries and/or merchants may be blocked due to fraudulent activity. When travelling, ensure you have an alternative card for payment should your prepaid card be blocked.

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 will incur a fee of $7.50.

How does my card work?

You can use your card as many times as you like until the full amount available on the card has been exhausted. 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 additional funds be added to my card?

Gift cards cannot be re-loaded.

Can funds on my card be transferred to a bank account?

No. Funds on your card cannot be transferred to a bank account. The funds can be used for in-store or online purchases where Visa is accepted.

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 ichoosegift.mycardplace.com 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).

What is a monthly maintenance fee?

Your card will incur a monthly maintenance fee from the 7th month from issue. It will be charged at the start of the seventh month from the issue of the card and every month thereafter. (This applies only to cards with an available balance.) The maintenance fee will automatically be deducted from your available balance until your balance becomes zero at which point no more fees will be incurred.

Do I still pay a monthly service fee if my account balance is $0?

No, you will only pay the monthly service fee when your single load Prepaid Visa card has a positive balance.

Do I need to pay a fee for transactions?

No. Approved transactions do not incur a fee.

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.
Monthly Maintenance Fee: Charged at the start of the 7th month from issuing continuing until either your balance is zero or the card expires	$2.50
Foreign Exchange Fee	4.5%
Chargebacks	$15.00
Card Expiry Fee: The Available Balance on the Card at the time of its expiry.	Available Balance at card expiry.