FAQ | Mastercard Gift Card (2024)

This website contains information on the Mastercard Gift Card and Mastercard Digital Gift Card as pictured. If you purchased or received a gift card that does not look like the image, please refer to the back of the physical card for product or contact information, or otherwise if you received a digital gift card, please contact the company which you received the card from.

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Receiving your Mastercard Digital Gift Card

• I received a Mastercard Digital Gift Card, what do I do next?

  Please check that you have the Mastercard Digital Gift Card app installed. Create an account if you don’t already have one, and log into the app.

  Now you are ready to click on the SMS link sent to you and follow the instructions to add the card to your app.

  If the above fails, please contact our customer support team by emailing [email protected]

• Do I need to activate my Mastercard Digital Gift Card in order to use it?

  Yes! All cards need to be activated after receiving them.

  Once you have clicked on the URL within the SMS and have downloaded the Mastercard Gift app, your card is active and ready for use.

Using your card to make purchases

• Where can I use my Mastercard Digital Gift Card (“Card”)?

  You can use your Card:

  • Instore where Mastercard prepaid gift cards are accepted within Australia.
  • Online where Mastercard prepaid gift cards are accepted within Australia.

  You cannot use your Card:

  • For any purchase outside of Australia
  • At an ATM to withdraw cash, check balance or cash equivalent transactions
  • For purchase of Money Orders
  • Over the counter and at merchants displaying the Mastercard logo who choose not to accept Mastercard Prepaid gift cards.
• How do I use the Mastercard Digital Gift Card (“Card”) instore?

  To use the card in-store, simply ensure your Mastercard Digital Gift Card is stored in your Apple Pay or Google Pay wallet and Tap & Pay, just like any other Digital Mastercard.

• How do I use this Card online or over the phone?

  To use the card online, simply checkout as you would with any card payment option.

  To retrieve your card number, expiry date and CVV, go to the Mastercard Digital Gift Card App and:

  • Tap on your Mastercard Digital Gift Card
  • Click on ‘Reveal Card Info’

  ** Remember to keep these details secure.

• How do I add my card to Apple or Google Wallet?

  You’ll first need to download the Mastercard Digital Gift Card App if you haven’t already got it on your mobile device. Please go to Apple App Store or Google Play Store, search for Mastercard Digital Gift Card and download the app.

  Once you’ve downloaded the App and logged in, you’ll now be able to add the card in your phone’s digital wallet.

  To do this you can tap "Add card to Apple Wallet" icon on the screen to add to Apple Pay, or “Add card to Google Pay” to add to Google Pay.

  If your phone is paired with an Apple Watch, you can choose to add your card to the wallet on your phone, the wallet on your watch, or both.

  For further information, you can learn more here:

  • Apple Pay
  • Google Pay
• What is my PIN for?

  A PIN is required for transactions that may be over a certain value at specific merchants or if you wish to get a refund, the merchant will ask you to enter the card PIN to complete these transactions.

• How do I reset my PIN?

  Open the Mastercard Digital Gift Card app and navigate to the card you want to reset your PIN for. Below the card click on the option that says, ‘Manage PIN’.

  You will be prompted to receive a One Time Password and can then follow the steps to set a new pin.

• What if I want to buy something that costs more than the balance available on my Gift Card?

  The remaining balance on your Mastercard Digital Gift Card can be used in-store via split payment option. When purchasing with a merchant, ask the merchant to split your payment across two transactions. One transaction to the value of your Mastercard Digital Gift Card and one for the remaining balance which can be transacted with another payment method of your choosing.

  If you try to pay for an amount higher than the available balance, the transaction will be declined.

• Can I use my Card at restaurants or other service industries when I have enough money left on my Card to cover the bill for food or service?

  Some restaurants and other service-oriented stores or merchants may factor in an additional 10-20% (or more) to cover any tip you may leave on the purchase. If this occurs, and your total bill, after adding the additional 10-20% (or more) may exceed the balance available on your Card, your transaction will be declined. Similarly, some hotels may choose to factor in additional amounts upon check-in, and it may take up to thirty days after your stay to have any excess amounts held by the hotel released back to your available balance.

• Can I use the Card overseas?

  Mastercard Digital Gift Card is not available for use outside of Australia.

• Can I use my Card at ATMs?

  No, this Gift Card can only be used for instore and online purchases within Australia wherever Mastercard Prepaid Gift Cards are accepted. This excludes ATMs.

• What happens if I need to return something I purchased with my Card?

  Merchandise return and refund policies vary by merchant. If a credit is issued on your Card, please check with the merchant to understand when those funds will be available back on your card.

  You will be able to view the credit in your Mastercard Digital Gift Card app.

• How do I check my balance?

  Your balance is located below your Mastercard Digital Gift Card in the Mastercard Digital Gift Card app.

• Where can I view my transaction history?

  Within the Mastercard Digital Gift Card App, choose the card you want to view the transaction history of and click on ‘Transaction History’.

  Apple Pay Transactions

  To see your Apple Pay transaction history on your iPhone

  See Also

  Mastercard: Definition and Ranking in Global Payments Industrygiftcards.com12 Advantages of Using Mastercard in 2024What Is the Disadvantage of Mastercard?

  • Open the Wallet app
  • Tap a card to see a list of your latest transactions
  • Tap a transaction to see more details or report an issue

  You can also visit this website for additional support: https://support.apple.com/en-au/HT212786

  Google Pay Transactions

  Within Google Pay on an Android phone, you can see the last transaction only.

  • Open the Google Wallet App
  • Tap on a card to view it
  • The latest transaction will appear under the card
  • Tap on the transaction to view more details

  The Mastercard Digital Gift Card customer support team can also provide you with a detailed transaction history for your card. Please email [email protected] (Please do not include any sensitive card information in your email).

• Does my Gift Card expire?

  Yes, it does - Mastercard Digital Gift Cards are valid for 3 years from the date of activation.

  To view the expiry of a card:

  • Click on your card to open the Card Details page.
  • Click ‘Reveal Card Info’

  Funds are not useable after the Card expires.

• What happens if my Card expires?

  Once your Card has passed its expiry, it can no longer be used.

• Can I add more money to the Card?

  No, Mastercard Digital Gift Cards are not reloadable and cannot be topped up.

• What happens if my iPhone is lost/stolen?

  Please refer to the section on “Using Digital Wallets” for more information.

• How long can I use the Card?

  Your card will expire on the date under your Card in the Mastercard Digital Gift Card app or when the remaining value reaches $0.

• Why was a transaction declined?

  There are a few reasons why a transaction can decline:

  The Card has not been 'activated' yet.

  • You can activate your card within the Mastercard Digital Gift Card app by:
    • Clicking on the card
    • Setting a 4-digit PIN
    • Confirming your 4-digit PIN

  The transaction value is greater than the available balance on your Card.

  • Check the balance of the card in the Mastercard Digital Gift Card App to ensure enough funds are available to complete the purchase or request the merchant to use multiple payment methods to complete the purchase

  The merchant/store has elected not to accept this form of payment

  • This is at the discretion of the merchant/store.

  Incorrect payment method selected

  • When making in-store purchases, ensure payment is being put through like a payment card. Credit may need to be selected.
• Is there a merchant surcharge?
  • Tolerance factor amounts and billed amount is more than the balance on your Card. Some stores/merchants may apply a higher tolerance percentage such as restaurants who may apply 10-20% to cover incidentals or tips. Check with your stores/merchant before paying with your Card as this may cause the purchase amount to be greater than the value available on the card.

  Your Card has expired.

  • Mastercard Digital Gift Cards are valid for 3 years from date of activation. You can check your expiry date within the Mastercard Digital Gift Card App.

• Can I delete my account?

  Yes, your Mastercard Digital Gift Card account can be deleted by:

  • Selecting the menu in the top left corner of the Mastercard Digital Gift Card app
  • Selecting ‘Settings’
  • Selecting ‘Delete Account’
  • Follow the on screen instructions

  If you delete your Mastercard Digital Gift Card account, you will have 5 days to contact our customer support team to restore it before its permanently deleted. After 5 days, the following will also occur:

  • All active cards will be cancelled
  • Any remaining balances on the cards will be forfeited

  Once your account is deleted you will need to create a new account to access this service again.

• I deleted my account, can I reactive it?

  If you want to reactive your account, you have 5 days from account deletion to contact our customer support team. After this time, you will need to create a new account and will have not access to any previous cards or balances.

• I am having trouble logging in to my Mastercard Digital Gift Card account.

  Check that you are using the correct mobile number so we can send you a One-time password to log into your account. If you previously set up biometrics with your Mastercard Digital Gift Card account, you can also use this to login.

  If after this you are still facing challenges logging in, please contact our customer support team by emailing [email protected]

• I forgot my login details to my Mastercard Digital Gift Card account?

  You simply need to use the same mobile number used previously and will be sent a One-time password via text message. Enter this password to continue the login process. If you are unable to receive the One-time password or are having problems logging in, please reach out to us at support [email protected]

• What is Biometrics and do I need it enabled?

  Biometrics is your FaceID on iOS devices and either fingerprint or face on Android.

  Setting up biometrics helps to keep your account and Mastercard Digital Gift Card cards secure, and you can use biometrics to log into your Mastercard Digital Gift Card account.

• Can I resume the deleted cards if I find my lost device?

  Once the card is deleted/unlinked from wallet, it cannot be resumed anymore. To add the card to Wallet, log into the Mastercard Digital Gift Card app with your mobile number, complete the verification, select your card and press ‘Add to Apple Wallet’ or ‘Add to Google Pay'.

• Can I add a card again if I deleted it once?

  If you have deleted your Mastercard Digital Gift Card from the Wallet app on your phone, you can select your gift card within the Mastercard Digital Gift Card App and select Add to Apple Wallet or Google Pay and follow the prompts to add your card.

• On how many devices I can add a card?

  You can add your gift card on up to 10 devices.

• How many cards can I add to a single device?

  iOS 14 or lower, Watch OS 7 or lower: 12 cards on iPhone 8, iPhone 8 Plus and Apple Watch Series 3 or newer models.

  On any other supported devices, you can add up to 8 cards. 

  iOS 15, Watch OS 8: 4 more cards than previously supported (12 > 16 / 8> 12)

  There is no limit to number of cards in Google Wallet.

• Why do I see a tick mark with 'Done' on my iPhone when the terminal in the shop says the payment has been declined?

  You will see a tick mark with 'Done' message on the device regardless of whether the transaction has been successful or declined", since it only indicates the communication between the digital card and terminal is successful, and the information is sent to issuer. The transaction might be declined by the issuer if there is not enough balance, or the transaction was recognised as fraud.

• Does removing a card from my iPhone affect the card on my Apple Watch when they are paired together?

  You can continue to use your card on your Apple Watch if you have removed the card from your iPhone. 

• Does unpairing an Apple Watch from iPhone remove the card on Apple Watch?

  Your card will automatically be removed when unpairing an Apple Watch from your iPhone. 

• I'm trying to add a card to my Apple Wallet or Google Wallet but it shows me the message 'Card Not Added - Contact Your Issuer'. Can you help?

  This error message is a security check for devices and/or cards that are flagged for fraudulent activity by Apple and Google. Please contact our customer service team by emailing [email protected] for further assistance.

• What happens if my iPhone is lost/stolen?

  Go to your Apple ID account page or use Find My iPhone to suspend or permanently remove the ability to pay from that device with Apple Pay. On your Apple ID account page, sign in and click your device. In the information that appears, go to the Apple Pay section and click either Remove or Remove all. Your card or cards will be suspended or removed from Apple Pay, even if your device is offline and not connected to a cellular or Wi-Fi network.

  If the customer needs additional assistance direct them to: 

  Apple ID account page https://appleid.apple.com/

  Find My iPhone https://support.apple.com/en-au/find-my

• What happens if my Android device is lost/stolen?

  Go to Google Find My Device and log in with your Google account. From here you’ll be able to find your device on a map, play a sound every 5 minutes, secure the device or completely erase it. Your card or cards will be suspended or removed from Google Pay, even if your device is offline and not connected to a cellular or Wi-Fi network.

This website contains information on the Mastercard Gift Card and Mastercard Digital Gift Card as pictured. If you purchased or received a gift card that does not look like the image, please refer to the back of the physical card for product or contact information, or otherwise if you received a digital gift card, please contact the company which you received the card from.

• Why am I being asked for more information to complete my Gift Card order?

  Mastercard, and our Issuing Partner Karta, may require an identity verification in order to comply with KYC (Know Your Customer) regulations.

  KYC is a standard practice for companies that offer financial services and is an important layer to prevent money laundering activities and eliminate bad actors on our platform.

  It is a way of identifying and confirming that a customer is who they say they are.

  Once we have verified your identity, you can continue with your Mastercard Digital Gift Card purchase.

  You won’t be required to complete KYC again, as long as you are using the same credentials provided to our Issuing Partner

• What happens with my documentation and personal information?

  Your personal data remains secure and will be handled in line with our Privacy Policy.

  Please refer to our Privacy Policy for further information on how we manage your personal information.

• Where can I use my Card?

  You can use your Card:

  • Instore everywhere Mastercard is accepted.
  • Online everywhere Mastercard is accepted.

  If using the Card online, and for any overseas online stores, and if the currency is in a foreign currency, there will be a currency conversion fee applied of 3% of the total transaction amount in AUD.

  
  You cannot use your Card:

  • at an ATM to withdraw cash, check balance or cash equivalent transactions;
  • anywhere there is no electronic processing capability;
  • at gambling merchants; or
  • over the counter and at merchants displaying the Mastercard logo who choose not to accept Mastercard Prepaid gift cards.
• How do I use the Mastercard® Gift Card (“Card”) instore?

  Select "credit" and enter the PIN located under the scratch panel on the back of your Card

• How do I use this Card online or over the phone?

  Use your Card number. You may be asked for an expiry date (located on the front of your card) and the CVC number (last 3 digits on the signature panel which is located on the back of the Card). If asked for a Cardholder name use "Gift Cardholder".

• What if I want to buy something that costs more than the balance available on my Gift Card?

  If your purchase is greater than the balance available on your Card, please ask the cashier to pay for the difference first and then use your Card to pay the remaining balance. Be sure to tell your cashier you would like to use more than one form of payment. If you try to pay for an amount higher than the available balance, the transaction will be declined.

• Can I use my Card at restaurants or other service industries when I have enough money left on my Card to cover the bill for food or service?

  Some restaurants and other service-oriented stores or merchants may factor in an additional 10-20% (or more) to cover any tip you may leave on the purchase. If this occurs, and your total bill, after adding the additional 10-20% (or more) may exceed the balance available on your Card, your transaction will be declined. Similarly, some hotels may choose to factor in additional amounts upon check-in, and it may take up to thirty days after your stay to have any excess amounts held by the hotel released back to your available balance.

• Can I use the Card overseas?

  Yes. A currency conversion fee of 3% of the total transaction amount in AUD applies for any foreign currency transactions.

  It is currently not possible to use your Mastercard Gift Card in a number of countries. If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries, your request will be declined.

  The countries and geographical regions currently affected by sanctions are: Iran, North Korea, Sudan, Syria, and Crimea, Donetsk and Luhansk regions. Additionally, all Mastercards will not work at Russian merchants or ATM’s.

  Authorisations may also be declined at some merchants (such as gambling or adult entertainment merchants or merchants who choose not to accept Mastercard Prepaid cards).

• What happens if I need to return something I purchased with my Card?

  Keep your Card in case you need to return merchandise. Merchandise return and refund policies vary by merchant. If a credit is issued on your Card, please check with the merchant to understand when those funds will be available back on your card.

  Manage your Gift card

  How do I check my balance?

  You cancheck your balance and transaction historyby contacting Card Serviceson 1800 549 677.

  
  Why do I need to keep my Card safe?

  Your card is like Cash, so keep it safe. No refund or replacements will be provided if it is lost or stolen.

  Does my Gift Card expire?

  Yes it does – check the front of your Gift Card. Make sure you use your Card before it expires. Funds are not usable after the Card expires.

  Can I use my Card at ATMs?

  No, this Gift Card can only be used instore and online, everywhere Mastercard Prepaid Gift Cards are accepted. This excludes ATMS.

  Can I add more money to the Card?

  No, the Card is not reloadable.

  Can the Card be replaced if lost or stolen?

  Cards should be treated like cash and will not be replaced if lost or stolen.

  How long can I use the Card?

  Your Card will expire on the date printed on the front of the Card or when the remaining value reaches $0. When your Card expires, the Card account will be closed and any unused balance will be forfeited.

  My gift card is not working

  Why was a transaction declined?

  There are a few reasons why a transaction was declined:

  • The Card has not been 'activated' yet.
  • The transaction value is greater than the available balance on your Card. Check your available balance anywhere, anytime, on Mastercardgift.com.au
  • The merchant/store has elected not to accept this form of payment which is at the discretion of the merchant/store.
  • Tolerance factor amount and billed amount is more than the balance on your Card. Some stores/merchants may apply a higher tolerance percentage such as restaurants who may apply 10-20% to cover incidentals or tips. Check with your stores/merchant before paying with your Card.
  • Your Card has expired.
  • Your
• Do I need to activate my Mastercard physical Gift Card in order to use it?

  Yes! All cards need to be activated after receiving them. Once your card is activated it is ready to use.

• How do I activate my gift card?

  If your card is not activated, please contact the person you received the gift card from to activate.

  You will have up to 6 months from the time of receiving cards to activate them before they become invalid for use.

  This website contains information on the Mastercard Gift Card and Mastercard Digital Gift Card as pictured below. If you purchased or received a gift card that does not look like the images below, please refer to the back of the physical card for product or contact information, or otherwise if you received a digital gift card, please contact the company which you received the card from. If the Gift Card you have purchased looks the image below please refer to the following information:

  

• How do I check my balance?

  You cancheck your balance and transaction historyby contacting Card Serviceson 1800 549 677.

• Why do I need to keep my Card safe?

  Your card is like Cash, so keep it safe. No refund or replacements will be provided if it is lost or stolen.

• Does my Gift Card expire?

  Yes it does – check the front of your Gift Card. Make sure you use your Card before it expires. Funds are not usable after the Card expires.

• Can I use my Card at ATMs?

  No, this Gift Card can only be used instore and online, everywhere Mastercard Prepaid Gift Cards are accepted. This excludes ATMS.

• Can I add more money to the Card?

  No, the Card is not reloadable.

• Can the Card be replaced if lost or stolen?

  Cards should be treated like cash and will not be replaced if lost or stolen.

• How long can I use the Card?

  Your Card will expire on the date printed on the front of the Card or when the remaining value reaches $0. When your Card expires, the Card account will be closed and any unused balance will be forfeited.

• Why was a transaction declined?

  There are a few reasons why a transaction was declined:

  • The Card has not been 'activated' yet.
  • The transaction value is greater than the available balance on your Card. Check your available balance anywhere, anytime, on Mastercardgift.com.au
  • The merchant/store has elected not to accept this form of payment which is at the discretion of the merchant/store.
  • Tolerance factor amount and billed amount is more than the balance on your Card. Some stores/merchants may apply a higher tolerance percentage such as restaurants who may apply 10-20% to cover incidentals or tips. Check with your stores/merchant before paying with your Card.
  • Your Card has expired.
  • Your Card has been damaged.

This website contains information on the Mastercard Gift Card and Mastercard Digital Gift Card as pictured above. If you purchased or received a gift card that does not look like the image, please refer to the back of the physical card for product or contact information, or otherwise if you received a digital gift card, please contact the company which you received the card from.

Digital (virtual)

A Mastercard Digital Gift Card provides recipients with a virtual gift card that can be provisioned to their Apple or Google Pay wallets. Cardholders can then use their digital device to make instore purchases or view full card details within the Mastercard Digital Gift Card app to make purchases online.

Mastercard Digital Gift Card can only be used within Australia wherever Mastercard prepaid gift cards are accepted.

Physical (plastic)

A physical Mastercard Gift Card provides cardholders with a physical plastic card that can be used instore or online.

Physical cards are loaded with AUD only but can be used outside of Australia wherever Mastercard prepaid gift cards are accepted.

If using the Card online, and for any overseas online stores, and if the currency is in a foreign currency, there will be a currency conversion fee applied of 3% of the total transaction amount in AUD.

• What are the limits for purchasing gift cards in bulk?

  Orders that are over $4,999 in card value will require a Know Your Business (KYB) or Know Your Customer (KYC) check to be completed before the order can be processed.

  There is no limit to the number of cards that can be purchased.

• What discounts are available for bulk purchases?

  The card purchase price cannot be waived or discounted for bulk orders.

• What is a Know Your Business (KYB) or Know Your Customer (KYC) check and why am I required to complete it?

  For bulk purchases of Mastercard Gift Cards, in aggregate amounts of $5,000 or more, we are legally required to verify the identity of the customer under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).

  Know Your Business checks are completed on organisations, including Companies, Associations, Trusts, Partnerships and Sole Traders.

  Know Your Customer checks are completed on individuals.

• What is required for a KYB or KYC check?

  Our Gift Card team will be in contact to provide the relevant documentation to be completed. ID of Beneficial Owners and/or executives with decision-making control over an organisation will be required under AML/CTF laws. Additional supporting documentation may also be requested.

• I don't have an ABN, can I order cards in bulk?

  Yes, you can order cards in bulk without an ABN. A Know Your Customer (KYC) check may be undertaken before we are able to finalise your order.

Physical (plastic) and Digital (virtual) gift cards will only be sent once payment has been received.

Physical (plastic) gift cards ordered in bulk are sent inactive.

Once you have received your bulk order of cards, please contact [email protected] and our team will activate them for you. Please note all physical cards ordered in bulk must be activated at once. You will have up to 6 months from the time of receiving cards to activate them before they become invalid for use.

Digital (Virtual) Gift Cards

All Mastercard Digital Gift Cards are delivered via email. Delivery can be made once payment is received, or on a requested date.

• What does the recipient receive when I send a Digital Gift Card?

  Your recipient will receive a notification via email to advise them of the Mastercard Digital Gift Card and how to activate.

• What if the recipient did not receive their Digital Gift Card?

  This website contains information on the Mastercard Gift Card and Mastercard Digital Gift Card as pictured below. If you purchased or received a gift card that does not look like the images below, please refer to the back of the physical card for product or contact information, or otherwise if you received a digital gift card, please contact the company which you received the card from. If the Gift Card you have purchased looks the image below and in the event your recipient has not received their Mastercard digital Gift Card, please email [email protected]for support.

  

• How are gift cards activated?

  Digital

  Digital gift cards ordered in bulk are sent via email inactive. The recipient will be able to click on a Claim Now link to activate their card. The link is valid for 90 days from date it is sent before becoming invalid and unable to be used.

  Physical

  This website contains information on the Mastercard Gift Card and Mastercard Digital Gift Card as pictured below. If you purchased or received a gift card that does not look like the images below, please refer to the back of the physical card for product or contact information, or otherwise if you received a digital gift card, please contact the company which you received the card from. If the Gift Card you have purchased looks the image below please refer to the following information:

  Once you have received your bulk order of cards, please contact [email protected] and our team will activate them for you. Please note all physical cards ordered in bulk must be activated at once. You will have up to 6 months from the time of receiving cards to activate them before they become invalid for use.