Frequently Asked Questions
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- General Card Questions
- Card Usage Questions
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- How do I top up my account?
- Can I get cash from an ATM?
- Can I use my Solid Debit Card to get cash from a bank?
- Is there a limit to how much cash I can withdraw from my account each day?
- Is there a limit to how much I can top-up my card per day?
- Can I use my card for everyday purchases?
- Can I use my card for online purchases?
- What address should I give when purchasing goods online or by mail order/phone?
- Card Security Questions
- Managing your card/s account/balance
- Getting your card
- General Card Questions
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How is the Solid Debit Card different from a credit card?
Solid Debit Card cards are not credit cards, so there are no credit checks or long application forms. Regardless of your credit history you can still get a card. When you use your Solid Debit Card, you are spending money you have already topped up into your cards account. Solid Debit Card works like a pay as you go phone - you need to put money on to it before you can use it. When you use a debit card, you are using money linked to a bank account and when you use a credit card you buy now using credit from the issuer and and pay later. With Solid Debit Card you only spend money you have.
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Where can I use my Solid Debit Card?
Depending on which card you use, your card will be available for use at over 25 million retail outlets and over one million ATM locations worldwide.
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How much does the Solid Debit Card cost?
If you choose from one of the standard designs your card is free. If you would like to make your card a one of a kind you can upload your own image for $11.95.
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Is the cash on my card secure?
Yes. All Solid Debit Cards are PIN protected for added security. You will receive a Personal Identification Number (PIN), which you use with your Solid Debit Card to get cash from any ATM or use it at merchants. For your peace of mind, your money is held safely within a Westpac bank account. If you lose your card, your card, any funds still on the card and a PIN will be replaced.
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- Card Usage Questions
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How do I top up my account?
Choose from 2 easy options.
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Can I get cash from an ATM?
Yes. You can get cash from any ATM up to the amount that's on your card. Many machines have a withdrawal limit, so depending on the balance of your card you may not be able to withdraw the full amount at one machine. There is a withdrawal fee of $1.85 in Australia, and $3.95 internationally (selected ATM owners may charge additional fees).
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Can I use my Solid Debit Card to get cash from a bank?
Yes. If there are sufficient funds in your account, you can use your Solid Debit Card to get cash over the counter at a bank, subject to a fee of $3.00 per transaction. Most high street banks will perform this service for you. A daily withdrawal limit applies - please see below.
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Is there a limit to how much cash I can withdraw from my account each day?
No. There are no limits on how much you can withdraw each day, providing you have sufficient funds in your account.\
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Can I use my card for everyday purchases?
Yes.
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Is there a limit to how much I can top-up my card per day?
No. You may reload and spend your cards limit as many times as you wish. Without completing the 100 point ID check, your maximum balance is $1,000. Once you have successfully completed a 100 point ID check your maximum balance is $25,000. You may spend your balance and top it up again unlimited times.
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Can I use my card for everyday purchases?
Yes. All Solid Debit Card can be used in the same way as a regular debit or credit card. You can use your card online, by phone and in store, for everyday purchases such as groceries, petrol, paying bills, booking travel and paying for your mobile phone.
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What address should I give when purchasing goods online or by mail order/phone?
You need to use the registered address of the primary cardholder. This is also true if an additional cardholder makes a purchase. You can update your details by logging into your account.
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- Card Security
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What happens if your Solid Debit Card is lost or stolen?
If you lose your card or it is stolen, log into your account or call someone who is able to do so for you. Within your account you can suspend your cards account. Alternatively call our 24 hour call centre on: 1 800 202 463
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Can I create my own PIN?
Yes. When you receive your Solid Debit Card you will also be sent an assigned PIN. You can change your PIN at selected ATMs.
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What happens if I forget my password or PIN?
Just give our Customer Services team a call anytime seven days a week on 1 800 202 463 and we will assist you.
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What happens if a transaction that is not mine appears on my account?
If you believe that any of the transactions on your account are unauthorised or you believe a transaction has been incorrectly posted to your account, you may contact us by phone our Customer Services team a call anytime seven days a week on 1 800 202 463.
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- Managing your card/s account/balance
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How can I check my balance and transaction history?
Go to your cards account online by logging in with your assigned username or card number along with your password.
You can check your balance and review and print your statements and transactions. You can also activate your card, add additional cards and amend your personal details.
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Can I get my wages paid directly into my cards account?
Yes. This service is FREE. Simply print out our wages payment form. Read the instructions carefully, then simply complete the form and hand it to your employer to process.
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Do I need a minimum account balance?
Your card can have a zero balance, however to make purchases the balance will need to be the cost of the item plus any associated transaction fees.
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Why might a transaction be declined?
On rare occasions, when a merchant cannot go online and check with us how much money you have on your card, your transaction may be declined.
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How do I get extra cards for my family or friends?
It's easy. You can request up to 3 additional cards on your existing account for use by additional cardholders aged 7and over. There is no charge for additional cards. Simply log into your account and click the relevant link to order additional card/s. See our Terms and Conditions for full details.
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What happens when my card expires?
If your account is still open and in good standing, we will automatically send you a replacement card one month prior to the expiry date of your current card. If you do not receive the replacement card, please login to your account and send a replacement card request. You will not lose any funds in your account if you do not receive a replacement card before your card expires. Please see the Terms and Conditions for more information.
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How do I close my account?
Use any funds available within the account, deactivate your account from with your online account, and cut your card in half.
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- Getting Your Card
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How long will it take for my card to arrive?
It will take 3-5 business days form the time you submit your order online.
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Can I use my card straight away?
Once your card arrives in the mail, you will need to activate it online. You then need to add funds to the card. As soon as a positive balance appears on the card, you can use the card.
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- Still haven't ordered?
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What are you waiting for? Solid Debit Card is the safest way to spend your money anywhere.
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