Cards FAQs

Member use of RACQ ATMs and rediATMs is declining. More members are choosing to manage their money via electronic payment methods and access cash from the broader network of ATMs which now offer fee-free transactions for non-customers. After careful consideration, we believe the cost of belonging to the rediATM network no longer represents value for members. We would prefer to see this investment directed towards other key member initiatives and savings.

Yes, your RACQ Bank debit card will still work at a rediATM, however you will be charged a transaction fee. The ATM operator will confirm this fee before your transaction is completed and you will have the option to cancel should you wish to not proceed.

You will no longer be able to change your card PIN at a rediATM. Details of how you can change your pin are provided in Question 6 below.

There are several ways for you to access cash free of charge:

• Withdraw cash over the counter at an RACQ Bank branch (excluding Strathpine and Edward Street Brisbane branches)
• Most major and regional Bank ATMs across Australia no longer charge withdrawal fees for non-customers. If an ATM charges a transaction fee, you will be notified and given the option to cancel your transaction.
• Most major retailers in Australia, such as supermarkets, offer cash out with purchases.

You can view which account is linked to your debit card in your internet banking or mobile banking app. Simply log in, view your debit card details and the linked account will appear under ‘Linked Accounts’.

You can change the PIN for your debit card online through both internet banking and the RACQ Bank app.

• Internet banking: Log in to your account, click on your debit card number, go to ‘Card options’ and select ‘Modify card PIN’.
• RACQ Bank app: Log in, tap your debit card number, tap the settings icon (upper right hand) and select ‘Modify card PIN’.

Alternatively, please visit our branch locator and select ‘Banking’ to find your nearest RACQ Bank branch, or contact us on 13 1905.

You can report a lost or stolen card using the secure message feature available through internet online banking. Just log in to online banking, select "Secure messages" and select the option for reporting a lost or stolen card. Alternatively, you can contact us on 13 1905 or visit your nearest local RACQ branch and we can block your card to keep your money safe.

If you've noticed transactions on your Visa Debit or rediCARD statement that you are unsure of, contact us immediately on 13 1905 or visit your nearest RACQ Bank branch. If you suspect your card has been used for fraud, you should log in to internet or mobile banking immediately and block your card. After you've blocked your card you can send us a secure message, call us on 13 1905 or visit your nearest RACQ Bank branch to start the transaction dispute process.

If your card is damaged, lost or stolen, you can order a replacement one quickly and easily online. Simply log in to online banking and follow the prompts to "Request replacement card". We’ll have a new card out to you within 7-10 days. If you’ve lost your card, it's been stolen, or there are unauthorised transactions, make sure you disable or permanently block your card first. This way, no-one will be able to use it while you’re waiting for your new card to arrive.

If you’ve lost or misplaced your Debit Card you can temporarily disable it through internet and mobile banking 24 hours / 7 days a week. Just log in to online banking and click "Card options". When you find your card again simply log back in to online banking to enable it. Remember, only enable your card if you're sure no one has had access to it while it was lost.

If your card's been temporarily disabled you can enable it again online. Just log in to online banking, choose "Card options" and select "Enable card".

If you've already ordered a new card your old card will be permanently blocked so you won't be able to enable it again. You should receive your new card within 7-10 days. When your card arrives you can activate it online simply by logging into to online banking and selecting "Card options". For your safety, only enable your lost card if you're confident no one else had access to it while it was misplaced.

If you need to block, temporarily disable or enable your card just log in to online banking. Navigate to ""Card options"" through internet banking or the mobile banking app to manage your cards. Alternatively, you can call us on 13 1905 or +61 (0) 7 3845 4851 from overseas and one of our friendly team members will block your card for you.

If you lose your card or your card is stolen, login to internet banking immediately to temporarily block your card. This can be done under "Card options". To block your card we'll send out a one-time-password to your nominated device. If you've lost your mobile phone you can call us on +61 (07) 3845 4851 and we'll block your card for you.

You can activate your Visa Debit card online through internet and mobile banking. Simply login, select "Card options" and "Activate card". Alternatively, please call us on 13 1905 or visit your nearest local RACQ Branch and one of our friendly staff will activate your card for you.

This depends on the type of bank account you have with RACQ Bank. ATMs may charge a withdrawal fee, which is levied by the ATM owner and not RACQ Bank.

Customers with other types of transaction or savings accounts may be charged ATM withdrawal fees. However, these fees may be rebated under our Fee Rebate Scheme. Please refer to our Fees and Charges Schedule for a full list of transaction fees.

Visa payWave is a contactless method of payment for purchases under $100. The technology built into your payWave-enabled Visa card allows you to pay quickly and conveniently by waving your card over a secure contactless terminal without having to enter your PIN.

For purchases over $100, you will be prompted to enter your PIN.

Visa payWave cards carry the same layers of security as any other Visa chip card, including Visa’s Zero Liability, which ensures Visa cardholders are protected from unauthorised transactions. Furthermore, Visa payWave terminals are designed to only make one transaction at a time per card. Each transaction must be complete or void before another one can take place.

Any participating retailer or ATM that displays the contactless symbol can accept payWave payments.

Yes. If you have already installed a QT Mutual Bank Visa Debit card in your digital wallet (i.e. the Android, Apple or Samsung pay payment method), simply reinstall your card through the relevant digital wallet on your device and the digital image of your card will switch over to RACQ Bank's. From here, you can continue making purchases as normal.

The physical, plastic version of your QT Mutual Bank-branded Visa Debit card in your actual wallet will continue to function as normal. Please note rediATM cards, RACQ Bank credit cards and your QT Mutual Bank credit card cannot be used.

No, you can continue using your QT Mutual Bank Visa Debit Card or rediCARD until its expiry at which point you will be issued with an RACQ Visa Debit card.

Visa Debit card transactions made overseas incur a $4.50 transaction fee and 3% of the value of transaction fee.

 

Card clash occurs when two or more contactless payment methods are stored in close proximity to each other and the wrong card or device is inadvertently charged at payment. This can most commonly occur through tapping your wallet, purse or mobile phone on a card reader that also stores multiple contactless cards, or by holding your wallet or purse in your hand while paying using your mobile digital wallet.

RACQ Bank advises to take care when making payWave or digital wallet (Google Pay, Apple Pay, Samsung Pay) payments to ensure no other contactless card or digital-wallet-enabled device come near the reader.