Program Question

• Where are the card holders fund held?
  
  Card holders funds are held in a bank, to satisfy the regulators that card holder’s funds were not at risk. EMerchants does not hold the funds in its name nor is it signatory to any accounts, all settlements with interchange partners are performed by an Authorised Deposit-Taking Institution in bulk.
  
  
• Are the funds audited?
  
  A monthly and more extensive half yearly external Audit is conducted to Australian Auditing Standards. Procedures include the examination, on a test basis of evidence supporting the amounts disclosed in the reconciliation statement. Audits are provided to EMerchants issuing partner and on request to the client. Each year a Financial Service License Audit is conducted to Australian Auditing Standards, procedures include the examination to ensure EMerchants is meeting the requirements of their license. Audits are provided to EMerchants issuing partners.
  
  
• Can the Prepaid Expense Card ever have a negative balance?
  
  Technically, no. Any authorisation request that is greater than the card’s available balance will be declined. However, sometimes a merchants allows a purchase without prior authorisation or forces a transaction through the system (with a floor limit). If this happens and the cardholder exceeds their card’s limit, they will be billed for the excess amount. It is important that your employees remember to keep track of their account balance in order to avoid this issue. You will be able to track any negative balance activity through both the Portal and program reports.
  
  
• Where and when can an employee use their Prepaid Expense Card?
  
  Once the card has been activated and funded, the card can be used at ATM or POS terminals displaying the EFTPOS logo. Card holders can access the funds up to the balance on the card. There are no overdraft capabilities on these cards, nor cheque writing capabilities. The Prepaid Expense Card eliminates the process of cashing a paper cheque or carrying large amounts of cash or applying for credit cards. Most importantly, employers replenish the same card on a periodic ad-hoc basis. Employees can access a userfriendly online Portal to view their account balance, transaction history or change an account passcode among other functions. They can also print their expense activity to submit to their employer as an expense report statement document.
  
  
• Can I brand my Expense cards with my company logo?
  
  Yes, cards can be branded with your company logo as well as the Card Holders online account interface if desired.

Card Holder Questions

• What Account Type should I choose to withdraw money?
  
  You can choose Cheque or Savings Account at the ATM when withdrawing money from your card.
  
  
• How can I get a printed record?
  
  You can obtain a printed record by clicking on 'Transactions' at the top of the screen within the card holders portal.
  
  
• Are there any charges for using Online services?
  
  No, it's free! There are no charges for this online service, however there may be charges for transactions made online.
  
  
• When can I use the online services?
  
  You may use the online service 24 hours a day, 7 days a week.
  
  
• Do I need to pre-register to use online services?
  
  No, there is no registration for online service.
  
  
• What should I do if I think somebody is accessing my accounts without my permission?
  
  Please contact us immediately if you suspect your account details are being accessed without your authority.
  
  
• What if I forget my PIN?
  
  Please contact us and we will send you a new card and PIN for a small charge.
  
  
• How long will it take for card to card transfers to become effective?
  
  Within 15 seconds.
  
  
• Do I need to be identified?
  
  The Financial Transactions Reports Act (FTRA) requires all financial institutions to verify the identity of their customers. As a customer of EMerchants, we must ask you to provide documentation to comply with this Government legislation to ensure your continued access to your account. Failure to comply with this legislation may result in your account being blocked.
  
  
• Do I have to keep a minimum balance?
  
  No, you are not required to keep a minimum balance.
  
  
• Is this Card a Credit Card?
  
  Your card is an EFTPOS Debit Card, accepted at ATM and EFTPOS terminals throughout Australia. The card does not offer any credit facility. You can spend only the funds you transfer onto the card.
  
  
• How do I activate/register my card?
  
  In most cases, your card will be active and ready for use when you receive it. You can register your personal details against your card. This can be done through the profile page in this website.
  
  
• Can I change my pin?
  
  No, you will need to order a new card for a new PIN
  
  
• How do I change my passcode?
  
  Go to www.cardaccount.com.au, login and change your passcode there.
  
  
• What should I do if I have forgotten my passcode?
  
  Please email your card number and your details to support@emerchants.com.au and your passcode will be reset.
  
  
• I have lost my PIN/Card, what can I do?
  
  Please email you card number and your details to support@emerchants.com.au and a replacement card will be issued.
  
  
• What is my card number, customer number, passcode and PIN?
  
  Your card number is the 16-digit number that appears on your card. Your customer number appears at the top of the login screen and your passcode and PIN are the 2 numbers issued with your card. Your card number and passcode will be verified for security when you sign in online or by telephone. Your PIN is used at ATM's and POS.
  
  
• Can I use the online service when I am away from home?
  
  You may access your account online from any PC with an Internet connection.