Coles Mastercard FAQs

Application Process

Select a topic

  • How to Apply

  • Application Status

  • Document Upload

Who can apply for a credit card? Navigation Show below Hide below

To apply for a credit card, you must be 18 years or older, be a permanent Australian resident, earn a minimum income of $25,000 per year, have a good credit rating, have an Australian phone number, and an email address.

What information do I need to apply? Navigation Show below Hide below

Please have the following information handy. Note that you can submit your application without these documents and upload them at a later time:

  • Driver licence or passport
  • Employment and income details
  • Household expenses
  • Other loan and credit card repayments
  • Your existing flybuys Membership Account Number (if you have one)

How do I apply for a Coles Credit Card? Navigation Show below Hide below

To apply for a credit card, select the card you wish to apply for on the Compare Our Cards page.

How long does the application process take? Navigation Show below Hide below

The application process should take around 15 minutes to complete if you have all of your information ready. Once you have submitted your application you will receive a response in approximately 60 seconds.

What is the maximum file size that I can upload? Navigation Show below Hide below

You can upload up to 10 files with a maximum file size of 5 MB.

How do I check the status of my application? Navigation Show below Hide below

Once you've submitted your online application, you'll receive a confirmation email containing your Application Reference Number, and a link which you can use to check the status of your application online.

Can I save my application so I can return to it later? Navigation Show below Hide below

To save your application you can click 'Save' at any time before submitting your application.

Please ensure that your email address is populated in the ‘Save’ pop up box, otherwise you will not receive the email containing your Application Reference Number. This number is required to retrieve your application at a later stage.

How do I retrieve my saved application? Navigation Show below Hide below

To retrieve your saved application, click the link provided in the email you received containing your Application Reference Number. You will need to complete a verification step to ensure that the correct application is being retrieved.

Where can I find my Application Reference Number? Navigation Show below Hide below

Your Application Reference number will display after you save or submit an application, and will be emailed to you if you do not complete your application. Alternatively, contact us on 1300 306 397 and we will be able to provide you with your Application Reference Number.

Why do you need my documents? Navigation Show below Hide below

In order to assess your application we need to verify your identity and income details.

How do I upload my documents? Navigation Show below Hide below

There are two options for uploading your documents:

  • While applying for a card – after you have entered your contact and personal details, you will be provided with the option to upload documents directly.
  • After you have submitted your application – you can upload your documents at a later stage by clicking the link in the application confirmation email you received.

What documents do I need to provide? Navigation Show below Hide below

The list below outlines what is required depending on your employment status and type. Please note that we may need to contact your employer and/or your accountant to confirm your income and employment details. Please let them know in advance so that we can finalise your application.

All applicants (please supply all of the following):

  • Proof of address: Driver's Licence (including the back of the Driver's Licence to show change of address if applicable), Utility or Telephone Bill (less than 3 months old), Bank or Credit Card Statement with address (less than 30 days old), Centrelink Statement, or Tenancy Agreement.
  • Proof of residency: Medicare Card, Passport (if your passport is not an Australian issued passport, please also provide a copy of your visa), current Australian Defence Force photo ID or proof of age/identity card issued in Australia.

Full or part time employees (please supply any one of the following options):
  • Two Payslips less than 60 days old (preferred), or
  • Letter of employment (should indicate annual income and employment status), or
  • Three months of applicant's bank statements showing the regular income, or
  • Most recent Individual Tax Return, or
  • Most recent PAYG Payment Summary (Group Certificate), or
  • Most recent Individual Tax Assessment Notice.

Self-employed or sub-contractors (please supply any one of the following options):
  • Individual Tax Return (less than 24 months old), or
  • Notice of Assessment (less than 24 months old), or
  • Company/Business Tax Return (less than24 months old), or
  • Profit and Loss Statements (two years worth).

Casual or temporary employees and contractors (please supply any one of the following options):
  • Most recent Individual Tax Return, or
  • Two Payslips (less than 60 days old), or
  • Notice of Assessment, or
  • Employment Contract Letter, or
  • Letter of Employment.

Retirees and self-funded retiree (please supply any one of the following options):
  • Annual Superannuation Statement which includes an Indexed Pension Amount, or
  • Most recent Pension statement, or
  • Three months of personal bank statements showing regular credit or cash deposits, or
  • Most recent Self-Managed Superannuation Fund Tax Returns less than 15 months old, or
  • Letter from Superannuation Fund, or
  • Most recent Notice of Assessment, or
  • Latest Individual Income Tax Return

What can I do if I don't have the correct documentation? Navigation Show below Hide below

The above FAQ lists a wide selection of documents that you can provide us to verify your identity and income. If you do not have any of these documents then we will be unable to verify your income and we won’t be able to progress your application.

Manage an existing credit card

Select a topic

  • Managing your account

  • Fraud

  • Pay My Account

What are my options to manage my credit card Account? Navigation Show below Hide below

Online Service Centre

This fast and convenient service allows you to:

  • Manage your Account 24/7
  • Check your Account status and transaction history
  • Update your profile details
  • Make BPAY payments
  • Set up Direct Debit payments
  • Change the linkage of your flybuys account
  • View your flybuys points balance
  • Enrol in eStatements and eNotices
  • Manage your Credit Limit
  • View, print and save your statements
  • Set up alerts

Coles Mobile Wallet App

  • Manage your Account 24 hours a day
  • Access your Account balance, available credit and transaction history
  • View your flybuys account points balance
  • Access and activate a great range of exclusive flybuys offers
  • Request a Coles Pay Tag and activate and de-activate it

Phone Servicing

You have the freedom to access all your Account information and make transactions on your Account whenever you want by calling 1300 306 397. You'll need a touch-tone telephone, your Card or Account number and your Telephone Personal Identification Number (TPIN). If you can't remember your TPIN, simply call us and we can reset this for you over the phone.

How can I withdraw cash from my Coles Mastercard? Navigation Show below Hide below

You can make withdrawals from your Coles Mastercard Account via:

  • ATM/ EFTPOS - With your Coles Mastercard and your ATM PIN, you can withdraw cash up to $1,000 per day at any ATM that displays the Mastercard symbol. Standard Cash Advance fees and charges may apply.
  • When overseas, you can also access cash from any ATM that displays the Mastercard, Cirrus, Maestro, China UnionPay, TecBan, or SMBCTB symbols. For transactions overseas, currency conversion and other fees may apply.
  • Australia Post - With your Coles Mastercard and your ATM PIN, you can withdraw cash up to $1,000 per day. Standard cash advance fees and charges may apply.
  • Over the counter - You can make withdrawals at any bank in the world that displays the MasterCard logo. Your Coles Mastercard, ATM PIN and photo identification will be required. Fees and charges may apply.

How do I report a lost or stolen credit card? Navigation Show below Hide below

  • Go to osc.coles.com.au and login using your username or password
  • Select the card you’d like to replace
  • Click “Manage My Card”
  • Click “Report lost/stolen” and follow the instructions
  • Alternatively, you can call 1300 306 397

How do I add another Cardholder or upgrade? Navigation Show below Hide below

Your Coles Mastercard provides the option of having up to four Additional Cardholders linked to your Account. It's a convenient way of ensuring family members have access to finance when they need it. Additional Cardholders will be issued with their own Coles Mastercard, though any transactions made using these cards will be separately itemised on your Card statement, making it easy to manage your finances. Additional Cardholders must be at least 16 years old and an Australian resident.

To apply for an additional card:

  • Go to osc.coles.com.au and login using your username or password
  • Select the card on which you’d like to add an additional card
  • Click “Manage My Card”
  • Click “Apply” under Additional Card and follow the instructions
  • To request an upgrade, please call us on 1300 306 397

How do I change or set up my Card ATM PIN? Navigation Show below Hide below

  • Go to osc.coles.com.au and login using your username or password
  • Select the card for which you’d like to set an ATM PIN
  • Click “Manage My Card”
  • Click “Change PIN” and choose your new PIN
  • Alternatively, you can call 1300 306 397 to have a new PIN mailed to you

How do I update my personal details and Online Service Centre preferences? Navigation Show below Hide below

To manage your personal details:

  • Go to osc.coles.com.au and login using your username or password
  • Click “My Profile” then “My Account Settings”

To manage your preferences:
  • Go to osc.coles.com.au and login using your username or password
  • Click “My Profile” then “Statement Preferences” or “Alert Preferences”

How is my card protected against fraud? Navigation Show below Hide below

Your Coles Mastercard is protected against fraud allowing you peace of mind at home and abroad, on-line and off.

1. Technology

  • The fraud management system identifies unusual activity on your card and alerts our security experts.
  • Chip protection reduces the chance of your personal details being copied if your card is lost or stolen.

2. Action
  • Immediate fraud notification systems detect possible fraudulent transactions worldwide and alert you by SMS or phone, 24/7.
  • Our skilled Fraud Solutions team carefully investigate and resolve any incidents.

3. Reliability
  • If there’s a fraudulent transaction on your Coles Credit Card, you won’t be held liable (as long as you promptly notified us of the theft, loss or misuse of your account; didn’t contribute to the loss; and adhered to the Terms and Conditions).
  • Mastercard® Zero Liability from Mastercard gives you even more protection.

What do I do if I think someone has fraudulently used my card? Navigation Show below Hide below

If you believe someone has fraudulently used your card, call us immediately on 1300 306 397.

How do I dispute a credit card transaction? Navigation Show below Hide below

You should check your statement against your personal records, as soon as possible to ensure that you recognise all transactions. If you don't recognise a transaction, call us straight away on 1300 306 397. Alternatively, you may wish to contact the merchant directly and to try and resolve the dispute yourself.

Please also be aware, if you have a recurring bill payment being debited from your Account that you wish to cancel, we also suggest that you contact the biller or merchant responsible for debiting the amount in order to cancel the request.

What should I consider before travelling overseas? Navigation Show below Hide below

Replacement Card: If you lose your Card while travelling, request a replacement card in the Online Service Centre or call us on +61 1300 306 397.

Coles Mobile Wallet App: Quickly access your account information using your fingerprint or 4-Digit Access Code. Review your transactions, activate and deactivate your Pay Tag, and manage your flybuys offers.

Online Service Centre: The Online Service Centre makes it easy to activate and deactivate your card, change your ATM PIN, make a payment, or report your card lost or stolen. Note than in order to ensure you can still access your One-Time PIN (OTP) while you’re away, you should update your mobile phone number to one you can access overseas.

Fraud Notifications: To give you peace of mind, our fraud detection systems monitor your account 24 hours a day, 365 days a year. So even though you’ve told us you're travelling we may still need to temporarily suspend your account to keep you protected. Make sure you let us know what email address and phone number you are using while away so if we spot something unusual we can get in contact with you via email, SMS, or phone call. If you spot unusual activity on your account, call us immediately on +61 1300 306 397 from overseas.

How do you calculate Minimum Payment Due? Navigation Show below Hide below

Your Minimum Payment Due is (rounded up to the nearest dollar):

  1. the Card Balance if it is less than $30; or
  2. the greater of:
    1. A$30.00; or
    2. 2.00% of Card Balance; or
    3. the sum of 1.00% of the Card Balance, Late Payment Fee (if any) and interest charged for that month, plus any Monthly Instalment for that month.

How do I make repayments? Navigation Show below Hide below

By Post using a cheque

You can post us your payment by enclosing your completed Remittance Advice provided with your monthly statement (for Credit products only) and mail with your cheque (no notes or coins accepted) to the following address for each of the following products:

Coles Mastercard
GPO Box 5427
Sydney NSW 2001

Please make your cheque payable to your Coles Mastercard Account Number and specify your Account type (e.g. Coles Rewards Mastercard Account Number). It would also assist us in processing your payment if you write the actual account number on the back of your cheque.

Cheques payable to the Accountholder may also be accepted (e.g. dividend cheque, Medicare refund, etc.) but cheques payable to a third party will not be accepted.


Australia Post

You can make payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS. You will need your card and ATM PIN. Cash and EFTPOS payments will be applied to your account on the day you make the transaction.

Please allow seven business days for payments made by cheque to clear. However, funds will be considered received the day the cheque is deposited.

An Over-the-Counter Transaction Fee of A$2.25 will be charged to your Account at the end of the month for each payment made to your Account at Australia Post outlets when you use the Bank@Post facility.


BPAY

You can make payments from another financial institution through BPAY using Biller Code 8862 followed by your 16-digit Coles Mastercard number as your Customer Reference number.


Direct Debit

If you have chosen to make your repayments using Direct Debit, your repayments will automatically be made on the due date from your nominated bank account. Using Direct Debit avoids the hassle of remembering to make repayments each month, and helps prevent incurring unwanted late fees. Please ensure there are sufficient funds in the account on the monthly due date.

Statements

Select a topic

  • Statements

How can I choose to receive my statement? Navigation Show below Hide below

You can view your statements online as well as save or print them. Log in to the Online Service Centre, click on the card you’d like to view, and click “View Statement”. Then select the statement and date period you would like to view.

You can opt to have your statements delivered to your email address. To enrol in eCommunications:

  • Log in to the Online Service Centre, click “My Profile”, then click “Statement Preferences”
  • Set your eCommunications password which will be used each time you open your eStatement
  • Agree to the Electronic Communication Consent
  • Confirm your enrolment

You can opt to receive paper statements sent to your mailing address. A Paper Statement Fee of A$2.00 will apply each month we issue you with a paper statement, debited to your Account in the following Statement Period. This fee may be waived in limited circumstances.

How do I get another copy of my statement? Navigation Show below Hide below

You can view your statements online anytime in the Online Service Centre.

If you’d like a paper copy of your statement, call 1300 306 397 to request one.

How do I change my statement delivery preference? Navigation Show below Hide below

To enrol in eStatements:

  • Log in to the Online Service Centre, click “My Profile”, click “Statement Preferences”
  • Set your eCommunications password which will be used each time you open your eStatement
  • Agree to the Electronic Communication Consent
  • Confirm your enrolment


To de-enrol in eStatements:
  • Log in to the Online Service Centre, click “My Profile”, click “Statement Preferences”
  • Click “Cancel enrolment” and confirm you wish to de-enrol

Online Service Centre

Select a topic

  • Managing Your Account

  • BPAY

  • Statements and Notices

  • Paying Your Account

  • flybuys

  • Security

How do I register for the Online Service Centre? Navigation Show below Hide below

To register for the Online Service Centre, go to osc.coles.com.au and click “Register”. Please have the following handy:

  • Your Card or Account Number
  • The CVV on the back of your Card
  • Your ATM PIN (if your Coles Mastercard was approved prior to 3 March 2018)
  • Your date of birth (if your Coles Mastercard was approved after 3 March 2018)
  • A mobile phone to receive a One-Time PIN (if your Coles Mastercard was approved after 3 March 2018)

You will then be asked to create your username and password.

How do I login? Navigation Show below Hide below

To login, go to osc.coles.com.au and enter the username and password you created during registration. If you are having troubles with login, please call us on 1300 306 397 .

What do I do if I forget my username or password? Navigation Show below Hide below

To retrieve your username:

  • Go to osc.coles.com.au and click “Forgot Username”
  • If your Coles Mastercard was approved prior to 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your ATM PIN
  • If your Coles Mastercard was approved after 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your date of birth, then enter the One-Time PIN sent to your mobile phone

To reset your password:

  • Go to osc.coles.com.au and click “Forgot Password”
  • If your Coles Mastercard was approved prior to 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your ATM PIN
  • If your Coles Mastercard was approved after 3 March 2018, enter your card or account number, the CVV (three digit number on the back of the card), and your date of birth, then enter the One-Time PIN sent to your mobile phone
  • Create a new password following the guidelines shown

How do I activate my card? Navigation Show below Hide below

You can activate your card in the Online Service Centre in three ways:

  • When you register for the Online Service Centre, you will be prompted to activate your card
  • On the homepage, click “Activate” next to the card you wish to activate
  • Click the card you wish to manage, click “Manage My Card”, and click “Activate” next to activation status
To activate your card you will need to enter the CVV (three digit number on the back of the card).

You may also activate by calling 1300 306 397.

How do I change my PIN? Navigation Show below Hide below

To change your PIN in the Online Service Centre:

  • Click on the card you wish to manage
  • Click “Manage My Card”
  • Click “Change PIN”

You may also call 1300 306 397 to have your new PIN sent to you in the mail.

What’s BPAY and how do I set it up? Navigation Show below Hide below

BPAY is a widely-accepted method of paying bills in Australia. As a Coles Mastercard customer you are automatically registered to use BPAY.

To use BPAY to pay bills in the Online Service Centre:

  • Go to osc.coles.com.au and login using your username and password
  • Click “My Payments” then click “New Bill Payment”
  • Select the credit card from which you wish to pay your bill, then select New Bill Payee
  • Follow the simple instructions

Which bills can I pay via BPAY? Navigation Show below Hide below

You can use BPAY to pay bills where you have been provided with both a BPAY Biller Code and Customer Reference Number by the company you are paying.

Can I schedule a payment for a later or recurring date? Navigation Show below Hide below

Yes. To schedule a payment for a later date, select “Future Date” when providing payment details. For a recurring payment, select “Schedule a recurring payment”.

How long does it take for the money to reach the biller? Navigation Show below Hide below

If you are submitting a bill payment on a business day before 6:30pm Sydney time, the biller will receive the funds in most cases on the next business day.

If you are submitting a bill payment on a business day after 6:30pm Sydney time or on a weekend or public holiday, the biller will receive the funds in most cases within 2 business days.

Can I stop a BPAY Payment once I have submitted it? Navigation Show below Hide below

You cannot stop a BPAY payment in the Online Service Centre. If you would like to stop a BPAY payment once you have submitted it, please call 1300 306 397.

Please note that your payment cannot be stopped if it has already been processed by the biller.

How do I view all of my BPAY Billers? Navigation Show below Hide below

To view your BPAY Billers:

  • Go to osc.coles.com.au and login using your username and password
  • Click “My Payments”, then click “Manage Payees”

How do I add a BPAY Biller? Navigation Show below Hide below

To add a new BPAY Biller:

  • Go to osc.coles.com.au and login using your username and password
  • Click “My Payments” then click “Manage Payees”
  • Click “Add Payee”
  • Follow the simple instructions

How do I delete a BPAY Biller? Navigation Show below Hide below

To delete a BPAY Biller:

  • Go to osc.coles.com.au and login using your username and password
  • Click “My Payments” then click “Manage Payees”
  • Click the payee you wish to delete
  • Click “Delete payee” and confirm

What are notices? Navigation Show below Hide below

Notices are communications we send to you about your Card or Account.

What type of notices do I receive in the Online Service Centre? Navigation Show below Hide below

If you are enrolled in eCommunications, you will receive notices to your email address. Notices sent to you electronically are also available anytime in the Online Service Centre. These include communications regarding your card or account.

How do I start receiving my Account statement by email? Navigation Show below Hide below

To switch to eStatements:

  • Go to osc.coles.com.au and login using your username and password
  • Click “My Profile” then click “Statement Preferences”
  • Enter your desired eCommunications password which is used to open the eCommunications delivered to you securely via email
  • Agree to the Electronic Communication Consent

How do I view my statements in the Online Service Centre? Navigation Show below Hide below

To view your statements:

  • Go to osc.coles.com.au and login using your username and password
  • Click the card for which you’d like to view statements
  • Click “View statement”
  • Select the year of the statement, then click the statement you’d like to view

How do I pay my Coles Mastercard in the Online Service Centre? Navigation Show below Hide below

  • You may set up either a one-time or recurring payment in the Online Service Centre
  • To set up a payment to your Coles Mastercard, login to osc.coles.com.au and click “My Payments”, then click “Pay My Account”
  • Enter the details of the account from which you wish to draw funds
  • Select whether you’d like to set up a one-time or recurring payment and confirm your payment. You may save the drawee for later payments.

How do I review the recurring Direct Debits to my Coles Mastercard? Navigation Show below Hide below

You may edit and cancel your Direct Debits by logging into the Online Service Centre and clicking “My Payments”, then “Pay My Account”, then “Manage Pay My Account”.

Can I view my flybuys points in the Online Service Centre? Navigation Show below Hide below

Yes, you can view your flybuys points by logging in to osc.coles.com.au and clicking “Sign into flybuys”. This will display all of the flybuys points you’ve earned in that account, not just the points from your Coles Mastercard.

I want to change the flybuys Member Number associated with my Coles Mastercard. How do I update it? Navigation Show below Hide below

You may update your flybuys Member Number associated with your Coles Mastercard by logging into osc.coles.com.au and clicking “Update” next to your flybuys Member Number.

Note that by updating your flybuys Member Number, you will be reissued a new card with the updated flybuys number on the back.

What is an OTP and how does it work Navigation Show below Hide below

A One-Time PIN (OTP) is sent when you are performing certain transactions in the Online Service Centre to provide an extra layer of security and protect your Account. When you perform one of these transactions, we will send a 6-digit code via SMS to the mobile phone registered to your Account. You will then enter this code in the Online Service Centre to continue with your transaction.

Is it safe to use the Online Service Centre to manage my Account? Navigation Show below Hide below

Yes. Here are key ways that we help to safeguard your information when you manage your Account online:

  • 128-Bit SSL Encryption — When you access your accounts and perform transactions in the Online Service Centre, your information is protected by 128-bit SSL encryption.
  • Extended Validation (EV) SSL Certificate — The green address bar on the Online Service Centre is a security feature supported by newer browsers that allows you to visually validate that the site you are transacting with has undergone an extensive outside security audit.
  • Additional Authentication — When you perform sensitive online banking transactions, such as money transfers, we will sometimes require a One-Time PIN (OTP).
  • Date/Time Stamp — Every time you sign on to the Online Service Centre, we display the date and time of your last visit. If you didn't sign on then, you'll know if there has been unauthorized account access.
  • Alerts – Account alerts are also sent to you when you make a change to your account to ensure that this is genuine. These alerts can be managed in the Online Service Centre.
  • Session Timeouts — If you're signed on and not using the Online Service Centre for several minutes, your session will time out. To continue using the Online Service Centre, you'll need to re-enter your username and password.

What are cookies and why does the Online Service Centre use cookies? Navigation Show below Hide below

Cookies are text files that are downloaded to your computer or mobile device when you visit a website. As you browse, cookies gather information about your use of that website. Many cookies last through a single session or visit, while others may have an expiry date and remain on your device until you delete them. Some types of cookies are used to perform essential functions such as enhancing site experience and functionality.

Types of cookies

  • Session cookies are temporary cookies that expire (and are automatically erased) whenever you close your browser. An example of how we use session cookies is to grant access to content and enable commenting (things you have to log in to do).
  • Persistent cookies usually have an expiration date far into the future and thus stay in your browser until they expire, or until you manually delete them. An example of how we use persistent cookies is for functionalities like the ‘remember my user ID’ tick box.

How we use cookies

  • We use cookies as a fundamental part of our interaction with your browser. The purpose is to provide you with better and more customised service and with a more effective website.
  • Our cookies do not gather personal information. Where you agree, we may combine segment based learning from our cookie data with information that you provide to us (such as your email address) to deliver services or marketing offers specifically suited to your needs.

Cookie filters

You can control how cookies are used on your computer or device by changing your browser settings, click here. If you decided to delete or block certain cookies, your experience on the website may be limited and you may not be able to use some of our online features, especially where cookies are used for security and fraud detection functions.

Cookies of other companies

“Third party cookies” come from other websites or servers, for functions such as advertising (like online banners) on the page you are browsing.

Balance Transfers

Select a topic

  • Balance Transfers

What is a Balance Transfer? Navigation Show below Hide below

A Balance Transfer involves transferring the existing balance(s) on your current credit card(s), store card(s) or loan(s) to a Coles Mastercard.

Once your balance has been transferred, it is your responsibility to close the accounts you are transferring balances from.

How do I apply for a Balance Transfer? Navigation Show below Hide below

Existing Cardholders

  • To request a Balance Transfer, call us on 1300 306 397. Balance Transfers can only be requested by the Primary Cardholder.

New customers

  • When you apply for a Coles Mastercard, you can apply to transfer a balance from another financial institution.
  • You will need to provide us with key details of the account(s) you are transferring from, including:
    • Name the account is held in (please note that we only accept Balance Transfers from accounts held in the same name as the Primary Cardholder)
    • Amount to be transferred (minimum $500)
    • Financial Institution BPAY Customer Reference Number

How long does it take to transfer my balance? Navigation Show below Hide below

Balance Transfers can take up to ten business days to process. You should allow additional time for any cheques to be received at the other financial institution. You can monitor your Account via the Online Service Centre to check if the balance transfer has appeared in your transaction listing.

How much can I transfer? Navigation Show below Hide below

You can request a transfer for amounts between $500 and 80% of the available Credit Limit on your Coles Mastercard. For example, if you are approved for a $10,000 credit limit, you can apply to Balance Transfer up to $8,000. Your Credit Limit is subject to our credit criteria.

Is there a Balance Transfer fee? Navigation Show below Hide below

If a Balance Transfer fee does apply, we will tell you in the balance transfer offer or at the time you apply.

If a Balance Transfer fee applies, it will be applied to your account at the time the Balance Transfer is processed.

What rate will I be charged at the end of my balance transfer period? Navigation Show below Hide below

At the end of the Balance Transfer Period, the rate will revert to the Cash Advance Rate as shown on your Financial Table.

How will my Balance Transfer Affect my Interest-Free Period? Navigation Show below Hide below

While you have an active balance transfer on your account, interest-free days do not apply on purchases. Once your balance transfer is paid off in full, interest-free days will apply on purchases in line with the Coles Mastercard Terms and Conditions.

Coles Mobile Wallet App

Select a topic

  • The Coles Mobile Wallet App

  • Using the Coles Mobile Wallet App

  • Managing your account

What is the Coles Mobile Wallet App? Navigation Show below Hide below

The Coles Mobile Wallet App is our mobile banking and loyalty app, designed for iPhone and Android devices. It allows you to manage your Account 24 hours a day with access to your Account Balance, available credit and transaction history. It also lets you view your flybuys account points balance, access, and activate a great range of exclusive flybuys offers. Plus you can use the app to activate and deactivate your Coles Pay Tag to give you an additional layer of security.

What information can I find in the App? Navigation Show below Hide below

Current balance and available credit

  • Your Available Cash Limit may differ from your available Credit Limit.
  • Your available credit will reflect any pending transactions.

Pending and recent transactions

  • Pending transactions are those currently being processed.
  • The pending transaction description will include the merchant name when processed.
  • Pending transactions can take up to ten days to be processed.
  • Recent transaction dates refer to when your transactions were processed.
  • The amounts shown may vary from your printed statement due to transaction processing delays. Please refer to your statement for the exact amounts.

Account summary

  • Your statement closing balance and the associated minimum monthly payment.
  • Any amounts due immediately for being overdue or over limit.
  • Please ensure you allow the appropriate time for your payment to be received.

For more comprehensive information please visit the Online Service Centre.

How can I get the Coles Mobile Wallet App? Navigation Show below Hide below

It's easy. Simply download the app from the App Store for iPhone devices or Google Play for Android devices and follow the quick registration process. The name of the app is “Coles Mobile Wallet App".

How much does the Coles Mobile Wallet App cost? Navigation Show below Hide below

The Coles Mobile Wallet App is free.

Note: Like any application that you can download to a device, your telecommunications service provider may charge data or call costs when you download or access the app as per your plan or agreement.


How do I register for the Coles Mobile Wallet App? Navigation Show below Hide below

You access registration in the Coles Mobile Wallet App or in the Online Service Centre. The same username and password is used for both.


If you want to sign into your flybuys membership, you’ll also need your flybuys password.

How do I sign in to flybuys in the Coles Mobile Wallet App? Navigation Show below Hide below

Your flybuys Membership Number will be prepopulated based on the flybuys membership linked to your Coles Mastercard Account. In addition to this membership number, you will need your flybuys password. If you do not know your password, or have not signed in to the flybuys website before – please sign up here.

 

How do I deactivate my Coles Pay Tag? Navigation Show below Hide below

You can activate and deactivate your Coles Pay Tag by going to settings and toggling activation on or off.

Note: If your Coles Pay Tag is lost or stolen, please report it immediately in the Online Service Centre or by calling 1300 306 397.

What happens if I forget my Online Service Centre username or password? Navigation Show below Hide below

If you forget your Online Service Centre username or password when attempting to register for the app, simply select the ‘Forgot username’ or ‘Forgot password’ links on the login page and follow the prompts.


What can I manage in the Online Service Centre compared to the Mobile Wallet App? Navigation Show below Hide below

Whilst both allow you to manage your Coles Mastercard account 24 hours a day, the Coles Mobile Wallet App is only designed to provide you with a snapshot of your key account information. How you choose to manage your Account is up to you, however should you wish to view more comprehensive information please visit the Online Service Centre or flybuys website.

The Online Service Centre allows you to:

  • Manage your Account 24/7
  • Check your account status and transaction history
  • Update your details
  • Make BPAY® Payments
  • Set up Direct Debit Payments
  • Switch to online statements
  • Manage your Credit Limit
  • View, print and save your statements
  • Set up alerts
  • Link your flybuys account to your Coles Mastercard
  • View your flybuys account points balance

The Coles Mobile Wallet App allows you to:

  • Manage your Account 24/7
  • Access your Account balance, available credit and transaction history
  • View your flybuys account points balance
  • Access and activate a great range of exclusive flybuys offers
  • Request a Coles Pay Tag and turn it on or off

Coles Pay Tag

Select a topic

  • The Coles Pay Tag

  • Getting a Coles Pay Tag

  • Setting up a Coles Pay Tag

  • Using a Coles Pay Tag

What is a Coles Pay Tag? Navigation Show below Hide below

A Coles Pay Tag is a mini credit card sticker and flybuys barcode in one, which you can stick to the back of your mobile phone or anywhere else you find convenient. By leveraging the same functionality as contactless, the Coles Pay Tag enables you to make quick and easy payments by tapping, everywhere you see the contactless symbol. It also enables you to collect additional flybuys points at participating flybuys retail partners by scanning the barcode on your Coles Pay Tag.

Where can I use the Coles Pay Tag? Navigation Show below Hide below

You can use the Coles Pay Tag everywhere you see the contactless symbol. You can also collect additional flybuys points at participating retail partners by scanning the barcode on the Coles Pay Tag before you pay.

How secure is the Coles Pay Tag? Navigation Show below Hide below

The Coles Pay Tag offers you the same protection against fraud and security as your Coles Mastercard. You’ll also need to use a PIN for all transactions of $100 or over, and the in-built chip provides protection against the chance of your personal details being copied. As an additional layer of security, you can also activate and de-activate the Coles Pay Tag using the Coles Mobile Wallet App.

How can I get a Coles Pay Tag? Navigation Show below Hide below

If you are the Primary Cardholder, you can request a Coles Pay Tag by calling us on 1300 306 397.

How long will it take for my Coles Pay Tag to arrive? Navigation Show below Hide below

Your Coles Pay Tag should arrive within ten business days and will be sent to your registered Coles Mastercard account address.

Should you need to change your registered address, please do so via the Online Service Centre.

Are there any fees associated with a new or replacement Coles Pay Tag? Navigation Show below Hide below

The Coles Pay Tag is free.

Transactions made using your Coles Pay Tag will attract the same fees and charges that normally apply to your Coles Mastercard account.

How many Coles Pay Tags can I request? Navigation Show below Hide below

There is a limit of one Coles Pay Tag per Account, which can only be requested by the Primary Cardholder.

Can I request a Coles Pay Tag for an Additional Cardholder? Navigation Show below Hide below

No, the Coles Pay Tag is only available for Primary Cardholders.

How do I attach my Coles Pay Tag? Navigation Show below Hide below

1. SNAP: Carefully peel the card from the welcome letter and snap your Coles Pay Tag out of the plastic card
2. PEEL: Peel off the protective backing
3. STICK: Place your Coles Pay Tag at the bottom of the back of your mobile phone, or wherever else you’d like to stick it, and press firmly

Can I put my Coles Pay Tag under my mobile phone cover? Navigation Show below Hide below

We recommend attaching your Coles Pay Tag externally, over your mobile phone cover to ensure it is detected and to make it easier for you to scan your flybuys barcode.

Can I remove and reattach my Coles Pay Tag? Navigation Show below Hide below

The adhesive is strong enough for it to be reattached if you carefully remove the Coles Pay Tag and immediately re-stick it to your new mobile phone or other item, so you won’t need to order a new one every time you want to move the Coles Pay Tag. Should it not securely reattach, please call us on 1300 306 397 to order a replacement.

How do I activate my Coles Pay Tag? Navigation Show below Hide below

To activate your Coles Pay Tag, you can:

  • Go to osc.coles.com.au and login with your username and password, select your Coles Pay Tag, go to “Manage My Card”, and click “Activate”
  • Download the Coles Mobile Wallet App and follow the prompts
  • Call 1300 306 397

You will need your Coles Pay Tag number to do this. You can locate this number in the letter you received with your Coles Pay Tag. If you don’t have this letter, a member of our Customer Support Team will be able to help you.

What do I do if I don't have my 16 digit Coles Pay Tag Card Number? Navigation Show below Hide below

If you don’t have the 16 digit Coles Pay Tag Card Number, please call 1300 306 397 and ask to speak to a member of our Customer Support Team.

How do I set a PIN on my Coles Pay Tag? Navigation Show below Hide below

You’ll need to set your PIN at the time of activating your Coles Pay Tag. Once activation is complete, stay on the line and follow the prompts to select your PIN.

You will need to use a PIN for all purchases over $100.

How do I use my Coles Pay Tag? Navigation Show below Hide below

1. Look for the contactless symbol
2. Scan the flybuys barcode on your Coles Pay Tag to collect your flybuys points at participating retailers
3. Hold your Coles Pay Tag over the edge of the terminal display
4. Wait for the green light to confirm payment

Why is my Coles Pay Tag not working? Navigation Show below Hide below

Terminals can differ between stores. We find the best place to hold your Coles Pay Tag is over the edges of the terminal. If the first try does not work, we suggest you try placing it over another edge or corner of the terminal as the strength of the reader can differ between terminals.

If you continue to experience issues, please call us on 1300 306 397.

Does my Coles Pay Tag work the same as a contactless card? Navigation Show below Hide below

Yes, your Coles Pay Tag works the same as a contactless card.

What do I do if my Coles Pay Tag is lost or stolen? Navigation Show below Hide below

If you have lost your Coles Pay Tag or it has been stolen, you can deactivate the card or request a replacement in the Online Service Centre. You can also call 1300 306 397.

Reporting it will not block your Coles Mastercard, so you will still be able to use your Coles Mastercard.

Can I still use my Coles Pay Tag if my Coles Mastercard is lost or stolen? Navigation Show below Hide below

Cancellation of your Coles Mastercard will not impact your Coles Pay Tag, so you will still be able to use your Coles Pay Tag.

If you have lost your Coles Mastercard or it has been stolen, you can deactivate the card or request a replacement in the Online Service Centre. You can also call 1300 306 397.

Can I use my Coles Pay Tag to get cash out? Navigation Show below Hide below

No, you cannot use your Coles Pay Tag to get cash out.

Will I still get flybuys points when I use my Coles Pay Tag? Navigation Show below Hide below

Yes, you will still collect flybuys points by using your Coles Pay Tag - the same earn rate as your Coles Mastercard will apply.

Can I use my Coles Pay Tag overseas? Navigation Show below Hide below

Yes, you can use your Coles Pay Tag overseas, anywhere you see the contactless symbol, however it depends on the individual country contactless limits but typically transactions under AUD $100 will be accepted, and those over AUD $100 will need a PIN. We recommend you follow the terminal prompts. Transactions made overseas using your Coles Pay Tag will incur the same fees as your Card would.

Is there an expiry date on my Coles Pay Tag? Navigation Show below Hide below

Your Coles Pay Tag will expire four years from when you first received it. You will be notified when your Coles Pay Tag is about to expire.

Hardship

Select a topic

  • Hardship

How can Coles support me with financial hardship? Navigation Show below Hide below

We are able to customise solutions based on your individual circumstances. We may be able to provide you:

  • Payment variations
  • Reduced payment plans
  • Reduced settlements

I need financial hardship support Navigation Show below Hide below

The first step is for you to provide us with detailed information about your current financial situation. You can do this by filling out a Personal Financial Summary form and sending it with supporting documentation to us at this address:

Shared Services
Citibank Australia
PO Box 3453
Sydney NSW 2001
AUSTRALIA

Or email it to hardship@secure.coles.com.au by attaching it in a pdf or image format.


You may call our Debt Management Solutions team on 1800 931 356 from 9am-5pm, Monday - Friday (AEST) except public holidays, and we can help you complete the Personal Financial Summary (PFS) form over the phone and advise you what solutions we can offer and any next steps you may need to take. The sooner we have your completed PFS form the sooner we can assess your needs. In order to provide assistance, we may also require one primary and one secondary supporting document. The types of documents we may require are set out below.

If you have difficulty with providing supporting documents, you can discuss this with our Debt Management Solutions team and we may be able to provide alternate solutions.

Reason for Hardship

Primary Documents

Medical Conditions Doctors Certificate or
Medical report or
Centrelink Disability Statement or
Work Cover Certificate or
Hospital Report or
Copy of medical related bill(s)
Reduction In Income Current payslip or
Payslip prior to income reduction or
Centrelink Statement or
Current year and prior years tax return or
Letter from Accountant confirming income reduction
Unemployment / Redundancy Centrelink Statement or
Separation certificate from employer
Divorce / Separation Court documents supporting divorce or
Letter from solicitor
Property Settlement / Pending funds Copy of Contract of Sale or
Letter from Real Estate verifying property has sold / is on the market or
Copy of property advertisement
Incarceration Letter from solicitor confirming incarceration, and length of incarceration or
Police or Court report confirming incarceration or
Letter from a Justice of Peace confirming incarceration, and length of incarceration
Unexpected Expenses / Overcommitment Statements from other debtors reflecting balance and Min due or
Copy of unexpected bill(s) or
Copy of current payslip
Consolidation / Refinance Copy of finance approval or pre-approval letter
Loss of Rental Income Letter from Real estate agent confirming recent rent income loss
Death in Family Copy of expenses incurred (e.g. funeral costs)
Natural Disaster No documents required

Please provide any other additional documentation you feel supports your application for financial hardship. We may ask for further supporting documentation depending on your circumstances.

After we receive your application, our Debt Management Solutions team will assess your application to determine eligibility and solutions, and will contact you to discuss the next steps.

During this time, if your circumstances change or you want to discuss your application you can contact our Debt Management Solutions team on 1800 931 356 from 9am-5pm, Monday - Friday (AEST) except public holidays.

Complimentary Insurance

Select a topic

  • Coles Platinum Mastercards approved on or after 5 March 2018

  • Coles Platinum Mastercards approved prior to 5 March 2018

Who provides this Complimentary Insurance? Navigation Show below Hide below

If your Coles Platinum Mastercard was approved on or after 5 March 2018, Complimentary Insurance cover is provided to your Account under a Group Policy issued by AWP Australia Pty Ltd ABN 52 097 227 177, AFSL 245631 (trading as Allianz Global Assistance) under a binder from the underwriter, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 to Citigroup Pty Limited ABN 88 004 325 080, AFSL and Australian credit licence 238098 and is subject to Terms, Conditions, and exclusions, some limits may apply.

For full Terms and Conditions of the cover applicable to you see the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions.

What am I covered for? Navigation Show below Hide below

From the 5th March 2018, the following insurance covers apply:

  • Coles Platinum No Annual Fee Mastercard – Purchase Protection
  • Coles Platinum Low Rate Mastercard – Purchase Protection
  • Coles Platinum Rewards Mastercard – Purchase Protection
  • Coles Platinum Mastercard – Purchase Protection, Transit Accident and Extended Warranty

For full Terms and Conditions of the cover applicable to you see the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions.

How do I make a claim? Navigation Show below Hide below

For claim events occurring on or after 5th March 2018, please call Allianz Global Assistance on 1800 072 791 or visit claims.agaassistance.com.au to download a claim form.

I would like to speak to someone about Complimentary Insurance Navigation Show below Hide below

For general enquiries about your policy, please call Allianz Global Assistance on 1800 072 791.

Can I get a copy of the Complimentary Insurance Terms and Conditions? Navigation Show below Hide below

Additional copies of the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions can be obtained by phoning 1300 306 397 or online at www.coles.com.au/platinum-mastercard/insurance-terms.

How do I make a complaint? Navigation Show below Hide below

If you have any difficulties or concerns with your Complimentary Insurance please call Allianz Worldwide Partner on 1800 072 791.

Who provides this Complimentary Insurance? Navigation Show below Hide below

If your Coles Platinum Mastercard was activated on or after 1 October 2003, the Complimentary Insurance cover provided to your Account under a master policy issued by Hallmark General Insurance Ltd ABN 82 008 477 647, AFSL 243478 (Hallmark General Insurance) to Wesfarmers Finance Pty Ltd, ABN 58 601 282 455, Australian credit licence 470916 terminated on 04 March 2018.

From 5 March 2018 Complimentary Insurance cover is provided to your Account under a Group Policy issued by AWP Australia Pty Ltd ABN 52 097 227 177, AFSL 245631 (trading as Allianz Global Assistance) under a binder from the underwriter, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 to Citigroup Pty Limited ABN 88 004 325 080, AFSL and Australian credit licence 238098 and is subject to Terms, Conditions, and exclusions, some limits may apply.

For full Terms and Conditions of the cover applicable to you see the Coles Platinum Mastercard Complimentary Insurance Terms and Conditions.

What am I covered for? Navigation Show below Hide below

Prior to the 5th March 2018, the following insurance covers apply:

  • Coles Platinum No Annual Fee Mastercard – Merchandise Protection
  • Coles Platinum Low Rate Mastercard – Merchandise Protection
  • Coles Platinum Rewards Mastercard – Merchandise Protection
  • Coles Platinum Mastercard activated on or after 1 June 2005 – Merchandise Protection
  • Platinum Coles Mastercard (formally known as Coles Myer Source Gold Mastercard) activated between 1 October 2003 and 11 June 2005 – Merchandise Protection, Transit Accident and Extended Warranty

How do I make a claim? Navigation Show below Hide below

For claim events occurring prior to 5 March 2018 please call Hallmark Insurance on 1800 800 230.

What happens to my existing claim after 5 March 2018? Navigation Show below Hide below

If you have made a claim prior to 5 March 2018, Hallmark General Insurance will continue to address your existing claim. Please refer to correspondence received from Hallmark, which will contain the contact details.

How do I make a complaint? Navigation Show below Hide below

If the incident date is on or prior to 4 March 2018, call Hallmark General Insurance on 1800 800 230.

Terms & conditions

Mastercard is a registered trademark and the circles design is a trademark of Mastercard International Incorporated. Coles unsecured credit products are issued by Citigroup Pty Limited ABN 88 004 325 080 AFSL No. 238098 Australian credit licence 238098 and distributed by Coles Supermarkets Australia Pty Ltd ABN 45 004 189 708. Coles may receive commission for the introduction of credit business to Citigroup.