Frequently asked questions

What is Global Wallet®?

What is Global Wallet®?

Global Wallet® is a Visa Prepaid card built into the back of your Velocity membership card. If you haven’t used a prepaid card before, all this means is that you load money onto the card before using it. It’s reloadable too, so you can use it over and over again.

You can use it anywhere Visa is accepted worldwide – to buy things in stores and online, and to take money out of ATMs. It’s a contactless card, making shopping quick and easy. It’s also chip and PIN protected for your larger purchases.

What are the main benefits of using Global Wallet®?

  • Use it anywhere Visa is accepted worldwide – that’s over 30 million locations around the world. You can also withdraw money from over 2 million ATMs in more than 200 countries.1
  • Earn Velocity Points on all your eligible purchases, both in Australia and overseas, in stores and online.2,3
  • Transfer your money into 10 foreign currencies. This means you won’t pay foreign exchange fees when you make purchases in the local currency while you’re overseas4. You’ll also lock in the exchange rate, so you’ll know exactly how much you’ve got in each foreign currency wallet before you go.
  • Keep your money safe and secure. Your card has chip and PIN security. It’s also completely separate from your bank accounts, so if your card is lost or stolen, your bank details won’t be shared.
  • Manage your money on the move using the Global Wallet® app. It’s an easy way to track your spending, check your balance and move money into different currencies. You can also block your card via the app if it’s lost or stolen.

How does it work?

You can manage everything to do with your Global Wallet® account through the Global Wallet® app or in the online account centre.

Once you receive your Global Wallet® card, you’ll need to head to the app or account centre to:

  1. Activate your account
  2. Load money onto your card
  3. Transfer money into foreign currencies, if you’re heading overseas

You can then use your Global Wallet® card to make purchases in stores and online, in Australia and overseas. You’ll earn Velocity Points on all of your eligible Global Wallet® purchases.

 

Getting started

How can I get a Global Wallet® card?

If you’re not a Velocity member yet:

Join here now and you’ll be sent a Velocity membership card with Global Wallet® built into the back of your card. You’ll need to be over 18 and an Australian resident to be eligible for Global Wallet®.

 

If you’re already a Velocity member:

You can request a Velocity membership card with Global Wallet® on the back if you’re over 18 and an Australian resident.

First, log in to your Velocity account. Next, check to see that you’ve opted in to Global Wallet® in the My Benefits section. If you haven’t opted in, just tick the checkbox to request your card, and we’ll send it to you in the post.

If you’re already opted in, head to the Request a Card tab, and we’ll send you a card. Please make sure you’re already opted in to Global Wallet® first.

How long will it take for my Global Wallet® card to arrive?

New Velocity members

Once you’ve joined Velocity through the Global Wallet® website, it should take approximately 14 working days for your new card to be delivered. If you have not received it within this timeframe, contact us and we’ll organise a replacement.

 

Existing Velocity members

If you are a Red tier Velocity member and have requested a Global Wallet® card, your card will arrive in approximately 14 working days. Platinum, Gold and Silver tier members will receive their card in approximately 10 working days. If you have not received your card within this timeframe, contact us to organise a replacement.

What do I need to do when my Global Wallet® card arrives?

To use your Global Wallet®, you first need to activate your card.  It’s quick and easy to activate using the Global Wallet® app or the online account centre.

If you’ve already activated Global Wallet®, you will need to activate any replacement or new cards. Simply download the Global Wallet® app or log in to the online account centre.

You can then manage everything to do with your Global Wallet® in the Global Wallet® app or the online account centre. As well as activating your card, you can load money onto your card, move money into different currency wallets, and check your balance and recent purchases. You can also block your card if it’s lost or stolen.

Activating your card

How do I activate my Global Wallet® card?

You can activate quickly and easily using the Global Wallet® app or the online account centre. We’ve now made it even easier to activate your card, set up your password and card PIN, and it should only take a couple of minutes.

Once you’ve activated, your card is then ready to load with money. You’ll be able to load up to AU$999 onto your card.

It’s easy to increase your load limit. You can go to the Load Money part of the Global Wallet® app, or the Add Money section in the online account centre. You’ll see the option to increase your limit on the right hand side of the screen.

Loading money

How can I load money to my Global Wallet® card and how long will it take to become available?

You can load money to your Global Wallet® using bank transfer or BPAY®. For bank transfers, your funds should be available within one working day4. With BPAY®, your funds should be available within three working days.

You can find the BPAY® and bank transfer details in the Global Wallet® app in Load Money, or in the online account centre in Add Money. You’ll then need to log on to your online internet banking service to make the bank transfer or BPAY®.

Why do I have a AU$999 load limit?

We recently shortened the card activation process, to make it simpler and easier for members to activate and get started. This allows an AU$999 load limit for all newly-activated members.

You can increase your load limit by providing proof of identity, for example your passport or driving license.

To increase your limit, go to the Load Money part of the Global Wallet® app. You can also do this in the Add Money section in the online account centre. You’ll see the option to increase your limit on the right hand side of the screen.

How much money can I load at one time on my Global Wallet®?

Once you’ve verified your identity, the maximum balance you can have is AU$25,000 (or equivalent) across all your wallets at one time. You can therefore only load a maximum of AU$25,000 at a time. Over a rolling 12 month period, the maximum you can load to your account is AU$100,000.

Exchanging into different currencies

How do I transfer money between currencies in my Global Wallet® account?

Go to the Global Wallet® app and select Exchange from the Dashboard section, or log on to the online account centre and head to Manage Wallets. It’s easy to exchange money into different currency wallets and there are 10 foreign currencies to choose from.

You can also now select a Preferred Load Wallet. This means all of your loads made by bank transfer will be transferred straight into that currency, so there’s no need to do an extra currency transfer after you load. It’s a handy feature if you’re a regular traveller overseas. You can find that option in the Manage Wallets section too.

What is the exchange rate when I transfer money between currencies on my Global Wallet® card?

The exchange rate is updated as currencies fluctuate, so it will vary depending on when you transfer money into a different wallet. To see up-to-date exchange rates, open the Global Wallet® app or log in to the online account centre and head to Manage Wallets.

What currency wallets are available with Global Wallet®?

Choose from Australian dollars and 10 foreign currency wallets:

  • British Pounds
  • Canadian Dollars
  • Euros
  • Hong Kong Dollars
  • Japanese Yen
  • New Zealand Dollars
  • Singapore Dollars
  • South African Rand
  • Thai Baht
  • US Dollars

You can move money in and out of any of the wallets in the Global Wallet® app or in the online account centre, and also prioritise how the wallets appear on screen.

What is a preferred load wallet?

You can now set a preferred load wallet, which means all your transfers will be automatically exchanged into your preferred currency. You can pick any of the ten foreign currency wallets or Australian dollars.

To set up a preferred load wallet, go to the Load Money section in the Global Wallet® app or the Add Money tab in the online account centre and choose your preferred currency. All your transfers will then be exchanged automatically into that currency at the real-time exchange rate. They will appear directly in the relevant currency wallet. You can change your preferred load wallet any time you like.

Loading into a foreign wallet is only available for bank transfer loads. BPAY® loads will always be loaded into your home wallet, Australian dollars.

Can I choose more than one preferred load wallet?

No, you can only choose one preferred load wallet at a time.

Can I load funds from a foreign currency bank account?

No. Loads can only be made from an Australian bank account with Australian dollars.

Earning Velocity Points

How many Velocity Points will I earn when I use my Global Wallet® card?

You’ll earn Velocity Points on all your eligible purchases, in stores and online, locally and overseas.

For customers who activated prior 01/09/17:

  • Overseas: 2 Points for every AU$1 spent (in the equivalent international currency)
  • In Australia: 1 Point for every AU$2 spent

You won’t earn Velocity Points on ATM withdrawals, quasi cash transactions, fees and charges, account adjustments, reversed transactions, and gambling transactions.

For customers who activated after 01/09/17:

  • Overseas: 2 Points for every AU$1 spent (in the equivalent international currency)
  • In Australia: 1 Point for every AU$3 spent

You won’t earn Velocity Points on ATM withdrawals, quasi cash transactions (e.g., money orders, travellers’ cheques and foreign currencies in cash), payments made to the Australian Taxation Office or other national or local Australian tax authorities, fees and charges, account adjustments, reversed transactions, gambling transactions and business transactions.

When I buy something with my Global Wallet® card, how long does it take for these Velocity Points to be added to my Velocity account?

Velocity Points are awarded to your Velocity account each month. This monthly cycle is based on the date your Global Wallet® card was activated.

Fees and charges

What are the fees and charges associated with Global Wallet®?

There is no charge to activate your Global Wallet® card.

Take a look at the full list of Fees and Charges , or read through the Product Disclosure Statement.

What is the fee for an ATM withdrawal using my Global Wallet® card?

For customers who activated prior 01/09/17:

  • International ATM fee – AU$1.95
  • Domestic ATM fee – Free

For customers who activated on or after 01/09/17:

  • International ATM fee – AU$1.95
  • Domestic ATM fee – AU$1.95

Refer to the Fees and Charges section for further information.

Please note some ATM providers may charge a separate fee for balance enquiries or withdrawals.

Will I be charged a Booking and Service Fee if I use my Global Wallet® Prepaid Travel Card for an online flight booking on the Virgin Australia website?

Yes. When making a booking through the Virgin Australia website, payments made using a prepaid Visa card will incur the standard Booking and Service fee.

Managing your account

How do I change my Global Wallet® security questions?

You’ll need to contact us by phone and speak to a customer service representative.

How do I reset my online password for my Global Wallet® account?

You can do this online or via the app:

  • In the Global Wallet® app, go to More and then Security to change your password
  • Log in to the online account centre then click on the Reset My Password link.

How do I check the available balance on my Global Wallet®?

You can check on the Global Wallet® app, log in to the online account centre, or request to see your balance at an ATM.

How can I view my Global Wallet® transaction history?

You’ll see this in the History tab of the Global Wallet® app, or in the Global Wallet® account tab on the left of the screen in the online account centre.

What are transaction alerts?

Transaction alerts let you know about any activity in your Global Wallet® account by email. This means you can closely monitor your spending, and with real-time reporting, you’ll always know your current balances. To set up transaction alerts, select More and then Notifications in the Global Wallet® app, or Go Mobile and then Alerts in the online account centre.

Where can I view or update my email address for Global Wallet® email transaction alerts?

Log in to your Velocity membership account to view or change your email address. This email address will then be synchronised with your Global Wallet® account details.

Can I transfer money from my Global Wallet® to another Global Wallet® holder?

Yes. You can use the Send money feature in the More section of the Global Wallet® app. This allows you to transfer money instantly from your Global Wallet® to another person’s Global Wallet®.

Accessing your money

Where can I use my Global Wallet® card?

You can use your card wherever Visa is accepted, both in Australia and overseas. You can use it to make purchases online and in stores, and to withdraw money from ATMs. Visa is accepted by more than 30 million merchants and ATMs worldwide.

What is the limit I can withdraw from an ATM?

In 24 hours you can withdraw up to AU$2,500 or the equivalent in foreign currency. There may be withdrawal limits set by the individual ATM operator.

Can I withdraw any currency at an ATM?

No. You can only withdraw the local currencies that the ATM dispenses.

What will happen to my Global Wallet® card if I enter an incorrect PIN?

If you enter your PIN incorrectly three times, your Global Wallet® card will be locked. You will need to contact us and follow the Global Wallet® prompts to have it unlocked.

How do I move my money out of Global Wallet® and back into a bank account?

You’ll need to go to the Funds Redemption section in the online account centre.

Card queries

What happens to my Global Wallet® when my Velocity membership card expires, my Global Wallet® expires, or my Velocity membership status changes?

You’ll be issued with a new membership card when you upgrade, maintain or downgrade your Velocity status. You will also be sent a new card if you are a Red Velocity member and your Global Wallet® card is nearing expiry.

Even if you’ve previously activated your Global Wallet®, you’ll need to activate any new membership cards again. This process just activates your card – there’s no need to reconfirm your identity. The easiest way to do this is using the Global Wallet® app or online account centre.

If you didn’t receive a new card when your current card expired, please contact us to organise a replacement card.

How many supplementary cards can I have?

For every Global Wallet® account, you can request one supplementary card. You can do this in the Global Wallet® in the online account centre.

What is a virtual card?

You can also set up a virtual card, which you can use to buy things online only. This gives you an extra layer of security when buying things online, as you don’t need to enter your Global Wallet® card details. Go to Cards in the Global Wallet® app or Manage Cards in the online account centre to set up this feature.

What is my Global Wallet® security code (CVV)?

Your Global Wallet® security code or CVV is the three digit number at the right of the signature panel on the Global Wallet® side of your Velocity membership card.

Can I use my Global Wallet® card for business purchases?

No. The Global Wallet® card is intended for your personal use, not for purchase activity related to a business.

Am I now a Visa customer because my Velocity card has a reloadable Visa Prepaid card built in?

No. The Visa branding on your Velocity Global Wallet® Prepaid Travel Card means you can use your card wherever Visa is accepted, electronically and worldwide.

My partner is also a Velocity Frequent Flyer member. Can we have both of our Velocity membership numbers joined to one Velocity Global Wallet® facility?

Unfortunately this is not an option, as each Velocity Frequent Flyer membership Account and each Global Wallet® is individual.

I’m a Virgin Australia Lounge Member and I have not received a Virgin Lounge membership card with Global Wallet® functionality. Why is this?

The Virgin Lounge membership card is used at Virgin Australia lounges, to confirm your entitlement to access the Lounge. Global Wallet® functionality is only available with your Velocity Frequent Flyer membership card. You can request a new Velocity membership card with Global Wallet® functionality by logging in to your Velocity Account.

Transaction queries

What is a pre-authorisation transaction?

You might see this term on your Global Wallet® statement. It’s a standard process that’s used across credit, debit and prepaid cards. Authorisation hold (also card authorisationpreauthorisation, or preauth) is when a company verifies a card transaction by holding this amount of money, either until they’re able to clear the transaction (this is called ‘settlement’) or the hold ‘falls off’ (this is usually up to 30 days later).

Once an authorisation hold falls off the account, that amount is no longer held and is available again.

If the company doesn’t process the final transaction against the original authorisation held, then a new debit will appear. The original authorisation will still appear on your account until that company lets us know that the transaction has cleared or until the hold falls off the account.

What is the difference between a pending transaction and a posted transaction on my Global Wallet® card?

A ‘pending transaction’ has been approved for payment from your Global Wallet® to a company. A ‘posted transaction’ means that company has sent for payment and so that amount is on its way to the company.

A pending transaction can stay on your account for up to 30 days, or until the company sends for payment and it changes to a posted transaction, whichever comes first. In most cases, pending transactions are posted within seven days.

Security

What should I do if my Global Wallet® card is lost or stolen?

You can block your card instantly using the Global Wallet® app. Go to Cards, select your card and then Temporary Block.

Alternatively, you can cancel your card in the online account centre.  Head to Manage Cards, select your card and click on Report Card Lost or Stolen.

You can also call us. If you are in Australia, call 13 18 75 or if you are overseas, call +61 2 8667 5924 as soon as possible. Follow the Velocity Global Wallet® prompt, and then select the option to report a lost or stolen card. Your lost or stolen card will be cancelled and you can request a replacement card if necessary.

If your card is lost, stolen or damaged while you are overseas, you can request an emergency cash transfer by calling 13 18 75 in Australia or +61 2 8667 5924 from overseas.

The cash amount (including applicable fees) will be debited from your available balance. The maximum amount available for an Emergency Cash Transfer is AU$3,000 per transaction per day. You will need to visit a nominated Western Union branch to verify your identity and collect your emergency cash.

We can’t guarantee that an emergency cash transfer will always be available.

Troubleshooting

What should I do if my Velocity Global Wallet® card is not working at an ATM?

If your card is not working at an ATM, please check that:

  • You have activated your Global Wallet® card
  • The ATM you are using clearly displays a Visa logo
  • You are using the correct PIN
  • You haven’t entered your PIN incorrectly three times, as this will have locked your card
  • You are selecting ‘Credit’ to withdraw cash
  • You are not trying to withdraw more than your available balance
  • You haven’t exceeded your Global Wallet® cash withdrawal limit

If your Global Wallet® is still not working, please contact us and follow the Global Wallet® prompts.

What should I do if my Global Wallet® card is not working at a retailer?

If your Global Wallet® card is not working at a retailer, please check that:

  • Your Global Wallet® card has been activated
  • The retailer accepts Visa
  • You are using the correct PIN
  • You have not entered your PIN incorrectly three times, as this will have locked your card
  • You are not trying to make a purchase for more than the available balance on your Global Wallet®

If your Global Wallet® is still not working, please contact us and follow the Global Wallet® prompts.

How do I get my money back if I accidentally send it to an incorrect number when loading my card?

Contact us and follow the Global Wallet® prompts to request a reverse of the transfer. This may not always be possible but we will do our best to retrieve your funds.

How long does it take to complete an investigation after I have filed a transaction dispute?

We will try and investigate and resolve the dispute as quickly as possible. However, in some circumstances normal processing time can be up to 45 days from the day the signed dispute resolution form is received and acknowledged.

My query isn’t covered in the FAQs – who do I contact?

Please note that customer support agents can only assist with general questions via email. You should never send any personal information via email.

Send us a message.

For specific request please contact customer support on 13 18 75 or +61 2 8667 5924 if you are located outside Australia.