FAQs

What is a Coles Prepaid Card? Navigation Show below Hide below

With Coles Prepaid Cards, you simply buy, load your money and then you’re free to spend the balance anywhere MasterCard is accepted. Plus you’ll be keeping your money safe and secure.

Are Coles Gift MasterCards, Coles Online MasterCards or Coles Reloadable MasterCards the same as credit cards? Navigation Show below Hide below

No, prepaid cards are not the same as credit cards. Prepaid cards let you spend your own money that you previously loaded onto your card. The only similarity between a Coles Prepaid Card and a credit card is that when you pay for something, you select ‘Credit’ on the EFTPOS machine, and enter your PIN. This lets you use your card everywhere MasterCard is accepted.

What is the difference between Coles Gift MasterCards, Coles Online MasterCards and Coles Reloadable MasterCards? Navigation Show below Hide below

Coles Gift MasterCards and Coles Online MasterCards can only be loaded once. In comparison, the Coles Reloadable MasterCard can be topped up many times.

You can use all three cards as often as you like - as long as you have enough money on your card to cover transactions, the expiry date has not been reached, and your card remains active.

How can I contact Coles Prepaid Cards? Navigation Show below Hide below

We strongly recommend visiting the Prepaid Service Centre.

Login to the Prepaid Service Centre here for your Coles Reloadable MasterCard.

Login to the Prepaid Service Centre here for your Coles Gift MasterCard or Coles Online MasterCard.

It’s available 24/7, it’s easy to use on your mobile, and it’s free.


If you’d like to speak to someone, please contact the Customer Support Centre (fees may apply).

Opening hours: 8am - 8pm Monday to Friday, 8am - 1pm on Saturday AEST

Telephone: 1300 095 072 (fees may apply)

Email: prepaidcards@colesfinancialservices.com.au

Is my money safe with a Coles Prepaid Card? Navigation Show below Hide below

In many ways a Coles Prepaid Card is safer than carrying cash. You can only spend what you've loaded onto the card and it’s not linked to a bank account. Coles Prepaid Cards also have PIN protection and your Coles Reloadable MasterCard is covered by a fraud monitoring service.

If your Coles Reloadable MasterCard has been lost or stolen, or you think your details are known to someone else, or it’s been compromised in any way, or you suspect an unauthorised transaction, please report it to us immediately by calling the Customer Support Centre on 1300 095 072 (fees may apply).

Or you can report your card lost or stolen via the Prepaid Service Centre or if you’re overseas by calling +61 7 3335 4162 (International Lost and Stolen Reporting). Make sure you do this straight away.

We will immediately block your card and can provide you with a replacement.

Where can I buy a Coles Prepaid Card? Navigation Show below Hide below

You can buy all Coles Prepaid Cards online.

Go here and follow the prompts. We’ll mail your card to the Australian address you nominated during the purchase process.

If you purchased a Coles Online MasterCard, we’ll send your virtual card details to the email address you nominated during the purchase process.

Once received, all cards purchased online must be activated via the Prepaid Service Centre.

Login to the Prepaid Service Centre here to activate your Coles Reloadable MasterCard.

Login to the Prepaid Service Centre here to activate your Coles Gift MasterCard or Coles Online MasterCard.


 

 

Coles Gift MasterCard and Coles Online MasterCard

Who can get a Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

Anyone living in Australia can buy a Coles Gift MasterCard or Coles Online MasterCard to use themselves, or give as a gift to someone else.

Can I buy a Coles Gift MasterCard or Coles Online MasterCard as a gift? Navigation Show below Hide below

Yes, you can give a Coles Gift MasterCard or Coles Online MasterCard as a gift. Just remember to enter the gift recipient’s address (or email address) if you want to send it to them directly.

Also, if you give a Coles Gift MasterCard or Coles Online MasterCard as a gift, you must advise the gift recipient that by accepting the prepaid card and activating it, they will be accepting the terms and conditions.

Can I buy more than one Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

Yes, you can purchase up to 10 Coles Prepaid Cards in one transaction (excluding Coles Reloadable MasterCards).

How do I load a Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

As part of the process to buy a Coles Prepaid Card, you’ll be asked for payment which includes the card purchase price and value you wish to load. You can use a Visa or MasterCard debit or credit card to complete the transaction.

What happens if I don’t receive my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

You can buy all Coles Prepaid Cards online.

Once you’ve purchased a Coles Gift MasterCard, delivery will take 3-5 business days.

Once you’ve purchased a Coles Online MasterCard, an email will be sent to you instantly (if you’ve purchased it as a gift, you and the recipient will both receive an email).

If you have not received your card in the timeframes above, please contact the Customer Support Centre (fees may apply).

Hours: 8am - 8pm Monday to Friday and 8am - 1pm on Saturday AEST

Telephone: 1300 095 072 (fees may apply)

Email: prepaidcards@colesfinancialservices.com.au

Can I upgrade my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

Yes, if you have a Coles Gift MasterCard or Coles Online MasterCard you can upgrade* to a Coles Reloadable MasterCard via the Prepaid Service Centre and we will send your new card to your nominated address.

When you request an upgrade, we’ll deduct the Card Replacement Fee from the available balance of your existing card.

You can continue to use your existing card (in accordance with that card‘s terms and conditions) until you activate your new Coles Reloadable MasterCard, as long as you have a positive balance on your existing card.

You must activate your new Coles Reloadable MasterCard before you can use it.

When you do we’ll:

  • transfer the remaining balance from your old card to your new card; and
  • cancel your old card (which means it will no longer be available to use).

*The Coles Reloadable MasterCard has different features to your Coles Gift MasterCard or Coles Online MasterCard including different risks and fees. Check the Coles Reloadable MasterCard Product Disclosure Statement for more information.

What if I don’t have enough money to cover the Card Replacement Fee? Navigation Show below Hide below

If you don’t have enough money on your Coles Gift MasterCard or Coles Online MasterCard to cover the Card Replacement Fee, you can still request to upgrade it. But we’ll cancel your existing card as soon as you make the request. Once you receive and activate your new Coles Reloadable MasterCard, we’ll transfer the remaining balance from your old card to your new card.

Can I top-up my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

No, you cannot top-up your Coles Gift MasterCard or Coles Online MasterCard and the maximum value you can load when you purchase it is $1000. However, you can upgrade* to a Coles Reloadable MasterCard via the Prepaid Service Centre, which will allow you to top up your balance and/or increase your limit.

*The Coles Reloadable MasterCard has different features to your Coles Gift MasterCard or Coles Online MasterCard including different risks and fees. Check the Coles Reloadable MasterCard Product Disclosure Statement for more information.

Where can I use my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

You can use your Coles Prepaid Card anywhere MasterCard® is accepted.

With a Coles Gift MasterCard you can use your card for purchases in store, online or over the phone, both within Australia and overseas where MasterCard is accepted.

With a Coles Online MasterCard, as a virtual card, you can use your card for purchases online or over the phone, both within Australia and overseas where MasterCard is accepted.

How do I use my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

To pay for something at a physical store using your Coles Gift MasterCard, you will need to swipe the card, press ‘CR’ or ‘Credit’ and enter your PIN. If you press ‘Savings’ or ‘Cheque’, your transaction will be declined.

To pay for something online or over the phone, you will need to provide your card number, expiry date and CVC. If you have a Coles Gift MasterCard, the expiry date is on the front of your card. The CVC is on the back.

To make a transaction using the Coles Online MasterCard online or over the phone, you’ll need to use the card details associated with your virtual card – which you can find by logging into the Prepaid Service Centre after you have activated the card. Because a Coles Online MasterCard is not a physical card, you cannot use it to make purchases at point-of-sale terminals or to withdraw cash at ATMs or point-of-sale terminals.

When a transaction takes place using your card or card details, we will deduct the value of the transaction from the remaining value on your card.

You can use your card to make purchases up to the value loaded on your prepaid card. If you attempt a transaction that exceeds the value remaining on your card, the transaction will be declined.

You do not need to use all the money loaded on the card in one transaction.

Do Coles Gift MasterCards or Coles Online MasterCards come with a PIN? Can I change it? Navigation Show below Hide below

Your Coles Gift MasterCard comes with a predefined PIN under the scratch panel on the back of the card. It cannot be changed.

Your Coles Online MasterCard does not require a PIN, as these details are not required when making a purchase online or over the phone.

Can I withdraw cash using my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

No, you can’t use a Coles Gift MasterCard or Coles Online MasterCard to withdraw cash.

What happens if my Coles Gift MasterCard or Coles Online MasterCard is lost or stolen? Navigation Show below Hide below

Please keep your card and your card details safe and secure. Anyone with access to the card or who knows the card details (for example, the card number, expiry date and CVC), can use it to make purchases.

If your Coles Gift MasterCard is lost or stolen or if the details of your Coles Online MasterCard are compromised, we will not provide a refund or replacement.

If you suspect an unauthorised transaction, please report this immediately by contacting the Customer Support Centre (fees may apply).
Hours: 8am - 8pm Monday to Friday and 8am - 1pm on Saturday AEST
Telephone: 1300 095 072 (fees may apply)
Email: prepaidcards@colesfinancialservices.com.au

We may be able to investigate a disputed transaction on your behalf.

Please keep your card secure, as you are responsible for all transactions made using your Coles Gift MasterCard or Coles Online MasterCard. We are not responsible for any unauthorised or fraudulent transactions which occur using your Coles Gift MasterCard or Coles Online MasterCard. We may not be able to refund you the value of unauthorised or fraudulent transactions that occur.

What happens if I want to purchase something that costs more than the balance of my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

You can only make purchases up to the card value. If the remaining value on your card is less than the total amount of your purchase, the transaction will be declined. Visit the Prepaid Service Centre to view your current balance.

Does my Coles Gift MasterCard or Coles Online MasterCard expire? Navigation Show below Hide below

Yes, both cards expire after 12 months. Your Coles Gift MasterCard’s expiry is printed on the front on your card and your Coles Online MasterCard’s expiry date is shown in the Prepaid Service Centre.

When your card expires, you forfeit any unused value and this cannot be refunded.

How do I find out the available balance and transaction history for my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

The easiest way to view your available balance and transaction history, as well as make other enquiries, is via the Prepaid Service Centre - it’s available 24/7, easy to use on your mobile, and free.

You can also call the Customer Support Centre to request your available balance by following the prompts and entering your card details. A 50c fee will apply.

Can I use my Coles Gift MasterCard or Coles Online MasterCard overseas? Navigation Show below Hide below

Yes, you can use any of your Coles Prepaid Cards overseas – anywhere MasterCard® is accepted.

All transactions in a currency other than AUD or billed by a merchant outside of Australia will attract a 3% Currency Conversion Fee.

How do I dispute a transaction on my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

Please keep your card safe. Anyone with access to the card or who knows the card details (for example, the card number, expiry date and CVC) can use it to make purchases.

You are responsible for all transactions made using your card. We are not responsible for any unauthorised or fraudulent transactions which may occur using your card.

We may be able to investigate a disputed transaction on your behalf under the MasterCard® scheme rules.

If you suspect an unauthorised transaction has occurred, please report this immediately by contacting the Customer Support Centre.
Hours: 8am – 8pm Monday to Friday and 8am – 1pm on Saturday AEST
Telephone: 1300 095 072 (fees may apply)
Email: prepaidcards@colesfinancialservices.com.au

Our ability to investigate a disputed transaction on your behalf is limited to the time frames imposed on us under the MasterCard® scheme rules. The timeframes vary between 75 days and 120 days after the date of the transaction. If we find that an error was made or that you’re not liable for the transaction (e.g. it was processed offline), we may make the appropriate adjustment to your card. We’ll also advise you in writing of the amount of the adjustment.

What fees are associated with my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

The following fees apply:

Type of fee


Coles Gift MasterCard


Coles Online MasterCard


Purchase fee  $5.00 $5.00
Card Replacement / Card Upgrade Fee  $5.00 $5.00
Prepaid Service Centre
(All functions including balance and transaction enquiry)
 Free Free
Call Centre Fee
(when speaking to a Customer Support Centre consultant to make a request or obtain information that is also available by logging in to the Prepaid Service Centre)
 $4.00 per call
$4.00 per call
Balance Check Fee
(when you call the Customer Support Centre and use the IVR automated service to obtain your balance)
 $0.50 per call
$0.50 per call
ATM Operator Fee  Not applicable
Not applicable
Currency Conversion Fee
(payable and deducted from the value of your card when you make a transaction with your card in a currency other than Australian dollars, or you make a transaction in any currency (including AUD) that is processed by a card scheme or billed by a merchant outside of Australia)
 3% of the total of each transaction
3% of the total of each transaction

All fees are inclusive of any GST.

Can I earn flybuys points with my Coles Gift MasterCard or Coles Online MasterCard? Navigation Show below Hide below

No, you cannot earn flybuys points by using your Coles Gift MasterCard or Coles Online MasterCard. If you upgrade* your card to a Coles Reloadable MasterCard, you can earn flybuys points on eligible transactions.

flybuys points awarded for using a Coles Reloadable MasterCard linked to your flybuys membership are in addition to flybuys points awarded by flybuys partners. Eligible transactions are explained in the Product Disclosure Statement and exclude cash withdrawals, fees or charges, loading value, adjustments, refunds and reimbursements. Standard flybuys Terms and Conditions apply, see flybuys.com.au. Partners’ earn rates vary.

*The Coles Reloadable MasterCard has different features to your Coles Gift MasterCard or Coles Online MasterCard including different risks and fees. Check the Coles Reloadable MasterCard Product Disclosure Statement for more information.

 

Coles Reloadable MasterCard

Who can get a Coles Reloadable MasterCard? Navigation Show below Hide below

To buy a Coles Reloadable MasterCard you must be at least 16 years old. You must also be an Australian Resident, and be an existing flybuys member or agree to become a flybuys member.

Can I earn flybuys points with my Coles Reloadable MasterCard? How do I redeem points? Navigation Show below Hide below

Yes, with the Coles Reloadable MasterCard you’ll earn 1 point for every $2 spent within Australia on eligible transactions, and 1 point for every $1 spent overseas.

flybuys points awarded for using a Coles Reloadable MasterCard linked to your flybuys membership are in addition to flybuys points awarded by flybuys partners. Eligible transactions are explained in the Product Disclosure Statement and exclude cash withdrawals, fees or charges, loading value, adjustments, refunds and reimbursements. Standard flybuys Terms and Conditions apply, see flybuys.com.au. Partners’ earn rates vary.

In terms of rewards, as a Coles Reloadable MasterCard customer you can get $10 off your Coles Supermarket shop, instantly at the till, every time you scan your flybuys card and redeem 2,000 flybuys points.* Should you wish to redeem your flybuys points for another reward, please visit flybuys.com.au.

*2,000 flybuys points are required to redeem $10 off at the checkout each time. Excludes Coles Express, Coles Local and Coles Online. Minimum spend is $10.05 after savings and discounts in one transaction at Coles Supermarkets and BI-LO (excluding smoking/tobacco related product purchases, Coles Group gift cards and iTunes cards).

Can I purchase a Coles Reloadable MasterCard as a gift? Navigation Show below Hide below

No, you can’t purchase a Coles Reloadable MasterCard as a gift. They are for personal use only.

How do I initially load a Coles Reloadable MasterCard? Navigation Show below Hide below

As part of the purchase process, you’ll be asked for payment (which includes the purchase price and initial value you would like to load). The initial value you can load at the time of purchase is up to $100.

To make this payment, you can use a Visa or MasterCard debit or credit card. Once you have received and activated your card, you can directly transfer more funds onto your card.

What happens if I don’t receive my Coles Reloadable MasterCard? Navigation Show below Hide below

If you’ve purchased a Coles Reloadable MasterCard, delivery may take between 3-5 business days.

If you have not received your card in the timeframes above, please contact the Customer Support Centre.

Hours: 8am - 8pm Monday to Friday and 8am - 1pm on Saturday AEST
Telephone: 1300 095 072 (fees may apply)
Email: prepaidcards@colesfinancialservices.com.au

Can I add more money to my Coles Reloadable MasterCard? Navigation Show below Hide below

Yes, you can top-up the balance on your card. Limits apply, see “What limits apply to the Coles Reloadable MasterCard?”.

To reload your Coles Reloadable MasterCard, visit the Prepaid Service Centre and follow the prompts to top-up your card using a debit card or via direct credit.

What limits apply to the Coles Reloadable MasterCard? Navigation Show below Hide below

You can store a maximum of $1000 on a Coles Reloadable MasterCard at any one time. Over a 365 day period you can reload up to a total of $6000.

Where is my Coles Reloadable MasterCard accepted? Navigation Show below Hide below

You can use your Coles Prepaid Card to make purchases everywhere MasterCard® is accepted.

If you have a Coles Reloadable MasterCard, this usually means anywhere in-store, online or over the phone, both within Australia and overseas.

Some merchants may not accept the card or may apply a surcharge. You should always check with the merchant if you are not sure.

How do I use my Coles Reloadable MasterCard? Navigation Show below Hide below

To pay for something in store using a Coles Reloadable MasterCard, you will need to swipe or insert the card, press ‘CR’ or ‘Credit’ and enter your PIN. If you press ‘Savings’ or ‘Cheque’, your transaction will be declined.

To pay for something online or over the phone, you will need to provide your card number, expiry date and CVC. The expiry date is on the front of your card. The CVC is on the back.

When a transaction takes place using your card or card details, we will deduct the value of the transaction from the remaining value on your card.

You can use your card to make purchases up to the value loaded on your prepaid card. If you attempt a transaction that exceeds the value remaining on your card, the transaction will be declined.

You do not need to use all the money loaded on the card in one transaction.

Does my Coles Reloadable MasterCard require a PIN? Can I change it? Navigation Show below Hide below

Yes, your Coles Reloadable MasterCard does require a PIN and you will need to select this during the activation process. It can be changed at any time via the Prepaid Service Centre.

Can I withdraw cash using my Coles Reloadable MasterCard? Navigation Show below Hide below

Yes, you can use your Coles Reloadable MasterCard to withdraw cash from ATMs in Australia.

ATM providers may charge you fees when you withdraw cash. The amount of the fees, and if they apply, is set by the ATM provider.

What happens if I want to purchase something that costs more than the balance of my Coles Reloadable MasterCard? Navigation Show below Hide below

You can only make purchases up to the card value. If the remaining value on your card is less than the total amount of your purchase, the transaction will be declined. Visit the Prepaid Service Centre to view your current balance and/or follow the prompts to top-up.

Does my Coles Reloadable MasterCard expire? Navigation Show below Hide below

Yes, your Coles Reloadable MasterCard expires after 2 years. The expiry date is on the front of your card. On the expiry date, your card will be deactivated and you’ll no longer be able to access your balance.

So make sure that you use all your card’s value before the expiry date or that you go online to the Prepaid Service Centre and request a replacement card to use after the expiry of your existing card.

What happens to my balance if my Coles Reloadable MasterCard has expired? Navigation Show below Hide below

If on the expiry date your balance is $10 or less and you don’t have an additional card, the card closure fee will be applied to your balance. This means no funds will be returned to you

If you have a balance greater than $10, you can log in to the Prepaid Service Centre and order a replacement card. We’ll transfer the balance of your old card to your replacement card so you can keep using your balance.

We strongly recommend you either order a replacement card or use up your remaining balance before your expiry date. If you order a replacement card, we’ll transfer your remaining balance to your replacement card so you can keep using your balance.

What if I don’t order a replacement card after the expiry date has passed? Navigation Show below Hide below

If you haven’t ordered a replacement card within 7 years of the expiry date, we’ll try to contact you about your remaining balance by using your last known contact details.

If we don’t hear from you, we’ll transfer your balance to the Commonwealth Government as “unclaimed money”. If this happens, you have the right to claim your money. Please refer to ASIC’s website for details, www.asic.gov.au.

How do I find out the available balance and transaction history for my Coles Reloadable MasterCard? Navigation Show below Hide below

The easiest way to view your available balance and transaction history, as well as make other enquiries, is via the Prepaid Service Centre - it’s available 24/7, easy to use on your mobile, and free.

You can also call the Customer Support Centre to request your available balance by following the prompts and entering your card details. A 50c fee will apply.

Can I use my Coles Reloadable MasterCard overseas? Navigation Show below Hide below

Yes, you can use any of your Coles Prepaid Cards overseas – anywhere MasterCard® is accepted.

All transactions in a currency other than AUD or billed by a merchant outside of Australia will attract a 3% Currency Conversion Fee.

Some merchants may not accept the card or may apply a surcharge. You should always check with the merchant if you are not sure.

What happens if my Coles Reloadable MasterCard is lost or stolen? Navigation Show below Hide below

Please keep your card secure. Anyone with access to the card or who knows the card details (for example, the card number, expiry date and CVC) can use it to make purchases.

If your Coles Reloadable MasterCard has been lost or stolen, or you think your details are known to someone else, or it’s been compromised in any way, or you suspect an unauthorised transaction, please report it to us immediately by calling the Customer Support Centre:
Hours: 8am – 8pm Monday to Friday and 8am – 1pm on Saturday AEST
Telephone: 1300 095 072 (fees may apply)
International Lost and Stolen Reporting: +61 7 3335 4162
Email: prepaidcards@colesfinancialservices.com.au

Or you can report your card lost or stolen via the Prepaid Service Centre. Make sure you do this straight away.

When this happens, we’ll immediately block your card and you will no longer be able to use it.

You can request a replacement card, which means we’ll:

  • deduct the card replacement fee from your available balance;
  • cancel your lost or stolen card;
  • transfer any available balance to your new card; and
  • send the replacement card to you by mail.

If you block your card because you believe it has been lost or stolen and you do not want a replacement card, you may cancel your card by writing to us or phoning our Customer Support Centre.

How are Coles Reloadable MasterCards protected? Navigation Show below Hide below

We have systems and teams in place to monitor card fraud – by monitoring your spending 24/7, they can help protect your card both within Australia and when you’re overseas to detect unusual spending patterns. To help minimise fraud, keep your card and card details safe and please contact the Customer Support Centre prior to overseas travel.

Coles Reloadable MasterCards are also protected by MasterCard SecureCode® - an enhanced security feature that helps protect your card from unauthorised transactions when you shop online with participating merchants. When you use your card for a high risk transaction with a participating merchant, you‘ll be asked to answer some personal questions to authorise the transaction.

What fees are associated with my Coles Reloadable MasterCard? Navigation Show below Hide below

The following fees apply:

Type of fee


Coles Reloadable MasterCard


Purchase fee (for New and Additional Cards)
 $10.00
Card Replacement / Card Upgrade Fee  $5.00
Prepaid Service Centre
(All functions including balance and transaction enquiry)
 Free
Call Centre Fee
(when speaking to a Customer Support Centre consultant to make a request or obtain information that is also available by logging in to the Prepaid Service Centre).
 $4.00 per call
Balance Check Fee
(when you call the Customer Support Centre and use the IVR automated service to obtain your balance).
 $0.50 per call
ATM Operator Fee  At the discretion of the ATM provider
Currency Conversion Fee
(payable and deducted from the value of your card when you make a transaction with your card in a currency other than Australian dollars, or you make a transaction in any currency (including AUD) that is processed by a card scheme or billed by a merchant outside of Australia).
 3% of the total amount of each relevant transaction
Card Closure Fee
(payable and deducted from your card’s available balance on the Expiry Date or Cancellation Date if your card’s available balance is $10 or less and if you do not have an active additional card that can access your available balance).
 The amount of your remaining Available Balance, if it is $10 or less.

All fees are inclusive of any GST.

How do I Top-Up my Coles Reloadable MasterCard? Navigation Show below Hide below

To view your options and instructions to Top-Up your card, log in to the Prepaid Service Centre, select the card you’d like to Top-Up and click on the ‘Top-Up’ button. You can choose to Top-Up via direct deposit from your bank account or another MasterCard or Visa debit card.

If you haven’t increased your limit, you can store a maximum of $1,000 on your Card at any one time. Over a 365 day period you can reload up to a total of $6,000. If you have increased your limit, you can store a maximum of $10,000 and reload unlimited times.

Can I Top-Up my Coles Reloadable MasterCard in Coles Supermarkets? Navigation Show below Hide below

Unfortunately, you cannot currently Top-Up your Coles Reloadable MasterCard in Coles Supermarkets. However, we realise this feature may be important to you, so we are working on a way to offer this feature and hope to have it available soon.

Can I turn my Coles Reloadable MasterCard on and off? Navigation Show below Hide below

Yes, you can turn your card on and off in the Prepaid Service Centre. To toggle on or off, or check the status, select your Coles Reloadable MasterCard and refer to the on/off button underneath the card details. By turning your card off, you will not be able to transact with your card, but you can continue to Top-Up.

If you think your card has been lost or stolen, or you think your details are known to someone else, or it's been compromised in any way, or you suspect an unauthorised transaction, please report it to us immediately by calling the Customer Support Centre on 1300 095 072. Or you can block your Card via the Prepaid Service Centre via card settings.

What alerts can I set up to help manage my Coles Reloadable MasterCard? Navigation Show below Hide below

You can set up email alerts via the Prepaid Service Centre under card settings. The type of alerts you can set up include Top-Up type (when a Top-Up occurs), low balance (when funds fall below a threshold) and transaction over value. If you have an additional card that shares the same available funds as your existing card, alerts selected will be applied to both cards, and you will receive email alerts to the email registered to your Prepaid Service Centre account.

Can I cancel my email alerts? Navigation Show below Hide below

Yes, you can change or cancel your alerts via the Prepaid Service Centre under card settings.

Can I order an additional Coles Reloadable MasterCard? Navigation Show below Hide below

Yes, you can order an additional Coles Reloadable MasterCard that has access to the same balance as your existing card and has the same details (including your name) on the card via the Prepaid Service Centre under card settings. A Card Purchase Fee of $10.00 applies.

What happens if I change my flybuys number? Navigation Show below Hide below

If you update your flybuys member number in the Prepaid Service Centre, it will show your updated flybuys member number and related points balance. All flybuys points collected from your linked Coles Reloadable MasterCard(s) going forward will be attributed to the updated flybuys account. We will also send you a replacement Coles Reloadable MasterCard(s) with the changed flybuys number on the back. You can continue using your existing card until you activate your new one. Remember that if you scan the old flybuys code on the back, those points will not be allocated to your new flybuys account.

Can I opt out from receiving marketing communications? Navigation Show below Hide below

Yes, to opt out of marketing communications log in to the Prepaid Service Centre and check the box under My Details. To opt back in to marketing communications you will need to call the Customer Support Centre on 1300 095 072 (fees may apply).

What is the difference between ‘Replace damaged card’ and ‘Block lost or stolen card’? Navigation Show below Hide below

In the Prepaid Service Centre, if you choose to ‘Replace damaged card’, you may still be able to use your existing card (as long as the damage doesn’t prevent its use) until you activate your replacement card. If you go to ‘Block lost or stolen card’ and selected ‘Block and replace card’, we’ll put an immediate stop on your Card and you won’t be able to use it.

In both instances, a $5.00 Replacement Card Fee will apply.

Can I link my Coles Reloadable MasterCard to my PayPal account? Navigation Show below Hide below

Yes, you should be able to add your Coles Reloadable MasterCard via your PayPal account and select it as your checkout option. Please log in to your PayPal account to check.

Can I increase my Coles Reloadable MasterCard limit? Navigation Show below Hide below

Yes, we may provide you with the option to increase your Card Limit from $1,000 to $10,000. Log in to the Prepaid Service Centre and check if this is available to you.

Increasing your Card Limit also gives you the flexibility of:

  • Unlimited Top-ups up to the new Card Limit of $10,000;
  • Using your Card to withdraw cash from overseas ATMs

You must be 18 years or older to increase your Card Limit.

How do I increase my Coles Reloadable MasterCard limit? Navigation Show below Hide below

You can ask us to increase your Card Limit via the Prepaid Service Centre and following the prompts under the Top-up page associated with your Coles Reloadable MasterCard.

Before we can agree to your request, we’ll need to verify your identity under Anti-Money Laundering Legislation. To do this, at the time you make the request, we’ll attempt to validate the personal information you’ve already provided us, but we may need you to provide us with additional personal information. If we cannot verify your identity, we’ll decline your request to increase your Card Limit. This means your Card Limit will remain at $1,000 and the other benefits of increasing your Card Limit won’t be available to you.

How do you check and verify my identity? Navigation Show below Hide below

The details you’ve provided will be checked against electronic identification sources, so please ensure that the first name, middle name, and last name you’ve provided to us match the details recorded in your identification documents. We may also ask you to provide us with additional personal information. As such, please have ID, such as your driver’s licence, handy when completing the process.

If I successfully increase my limit, do all my Cards linked to my Prepaid Service Centre receive increased limits? Navigation Show below Hide below

Yes, if you successfully increase your limit and you have more than one activated Coles Reloadable MasterCard linked to your Prepaid Service Centre login, then the Card Limit for every linked Coles Reloadable MasterCard will increase to $10,000.

Can I withdraw cash using my Coles Reloadable MasterCard overseas? Navigation Show below Hide below

Yes, if you’ve increased your limit, you can use your Coles Reloadable MasterCard to withdraw cash from ATMs both in Australia and Overseas. ATM providers may charge you fees when you withdraw cash. The amount of these fees, and if they apply, is set by the ATM provider.

What Top-Up options and limits apply if I’ve increased my limit? Navigation Show below Hide below

To view your options and instructions to Top-Up your Card, log in to the Prepaid Service Centre, select the Coles Reloadable MasterCard you’d like to Top-Up and click on the Top-Up button. With an increased limit, you can choose to Top-Up via direct deposit from your bank account, another MasterCard or Visa debit card.

With an increased limit, you can store a maximum of $10,000 on your Coles Reloadable MasterCard at any one time. You can also perform unlimited Top-Ups.

What is card fraud? Navigation Show below Hide below

There are many different types of card fraud – however in its simplest form, it is when someone obtains your card details and makes transactions on your card without your knowledge.

You may not be aware that your card has been used fraudulently until:

  • you view your transactions and there are records of transactions you did not make; or
  • our Fraud Detection Team contacts you about unusual activity that they have identified on your card.

If your Coles Reloadable MasterCard has been lost or stolen, or you think your details are known to someone else, or it's been compromised in any way, or you suspect an unauthorised transaction, please report it to us immediately by calling the Customer Support Centre:

Hours: 8am - 8pm Monday to Friday and 8am - 1pm on Saturday AEST
Telephone: 1300 095 072 (fees may apply)
International Lost and Stolen Reporting: +61 7 3335 4162
Email: prepaidcards@colesfinancialservices.com.au

Or you can report your card lost or stolen via the Prepaid Service Centre. Make sure you do this straight away.

We'll ensure that you're reimbursed for any unauthorised transactions provided that you have not contributed to the loss and have contacted our Customer Support Centre promptly. Please refer to the Product Disclosure Statement for full details, including when you may be liable for unauthorised transactions.

What is the usual process for a card fraud case? Navigation Show below Hide below

  1. If you become aware, contact us as soon as you suspect fraud (alternatively, our Fraud Prevention Team may contact you)
  2. We will stop your card and issue a new card
  3. We will commence an investigation into the transaction (or transactions). We may need to request further information from you, if needed
  4. When we complete the investigation, depending upon the outcome of our investigation – we will inform you of the outcome and refund any fraudulent transaction/s

I've noticed I can't use my card? Why has it stopped working? Navigation Show below Hide below

We may stop your card if we identify potential fraud. In this case, we will attempt to contact you before we do so. If we are unable to get in touch, as a safety measure we may still put the stop on. In this instance, please contact us as soon as you can to discuss your situation and rectify your card or order a replacement.

What should I do to dispute a transaction on my Coles Reloadable MasterCard? Navigation Show below Hide below

Ensure you keep your card secure. Anyone holding the card or who knows the card details (for example, the card number, expiry and CVC) can use it to make purchases. If you believe your card or card details have been compromised, or if you suspect an unauthorised transaction, immediately report this by contacting the Customer Support Centre:

Hours: 8am - 8pm Monday to Friday and 8am - 1pm on Saturday AEST
Telephone: 1300 095 072 (Fees may apply)

You are responsible for all transactions made using your card. We are not responsible for any unauthorised or fraudulent transactions, which may occur using your card. We may be able to investigate a disputed transaction on your behalf under the MasterCard® scheme rules. Our ability to investigate a disputed transaction on your behalf is limited to the time frames imposed on us under the MasterCard® scheme rules. The timeframes vary between 75 days and 120 days. If we find that an error was made or that you're not liable for the transaction (e.g. It was processed offline), we may make the appropriate adjustment to your card. We'll also advise you in writing of the amount of the adjustment.

What type of disputes can you help with? Navigation Show below Hide below

We will be able to assist you with most enquiries however there are some instances where you will need to deal directly with the store/merchant where you made the transaction.

Please refer to the table below for general guidance:

Where we may be able to help includes:


When you will need to go to the store/merchant for assistance:


Transactions you do not recognize/authorise
Billing disputes
Goods and services which were not received
Contract related disputes
Transactions where the payment amount differs from what you expect
Quality of service by merchants
Duplicated transactions
When you change your mind
Where the amount of cash dispensed from an Automatic Teller Machine (ATM) was incorrect
Downloaded software disputes

Goods which are not as described

Goods which are defective

Our ability to help will be limited by contracts that you may have signed with the store/merchant. We may not be able to help in some cases such as billing disputes, contract related disputes or disputes about the quality of service provided by a merchant. In these instances, we will ask you to contact the merchant or service provider directly. Please also consider the below steps that may assist in resolving your query:

  • Check all receipts and documentation relating to the transaction.
  • Stores, merchants or vendors can appear in an unfamiliar way on your transaction history. The transaction listing might not show the name of a shop, but the company name. The address shown may not be where you shopped, but another location like the company's head office.
  • If you're unhappy with the quality of a product or service that you've purchased, you should contact the store, vendor, or merchant directly.
  • Where possible contact the merchant directly. The merchant may be able to resolve your query.
  • We cannot investigate a transaction until it has processed. You can still lodge a dispute if you believe an unprocessed transaction is fraudulent.

If you have checked everything and you still do not believe the transaction or purchase is yours, please contact us and we will investigate.

How long does it take to resolve a dispute? Navigation Show below Hide below

It may take up to 45 days for a dispute to be resolved.

The timeframe can exceed 45 days if there are delays in receiving the necessary information from the merchant, however we will inform you if this occurs.

What happens after I submit a dispute? Navigation Show below Hide below

Once we have all the information required we will then commence an investigation. We may be in contact with you if we need additional information. At the end of the investigation, we will inform you of the outcome.

How will I receive the funds if the amount of my disputed transaction is refunded? Navigation Show below Hide below

We'll credit refunds to the card that was used in the disputed transaction. If that card has been closed and you have a new card with us, we'll credit the value to your new card.

Will I be charged fees on the dispute? Navigation Show below Hide below

If we find that you were not liable for a particular transaction, you will not be liable for any fee that may normally have been be charged with it. As such, we will refund the amount of the fee when we refund the value of the transaction to you.

Do I have to stop my card? Navigation Show below Hide below

You may want to consider stopping your card if you are disputing a transaction that you did not authorise. This will prevent most types of transactions from being processed. To do so, visit the Prepaid Service Centre and follow the prompts. If you do this, you will not be able to use your card.

To use your card again, please contact us on 1300 095 072.

In the event of fraud, we reserve the right to stop your card on a temporary or permanent basis. In the event that we stop your card on a permanent basis due to fraud, we can order a replacement card for you.

Terms & conditions

MasterCard and the MasterCard brand mark are registered trademarks of MasterCard International Incorporated. Coles Financial Services Pty Ltd is an authorised representative of the issuer, Indue Ltd (ABN 97 087 822 464) (AFSL 320204) and receives commission for each product sold. Consider the Product Disclosure Statement, which includes the terms and conditions, available on the Important information page to see if this product is right for you. Any advice provided is of a general nature only and does not take into consideration your objectives, financial situation or needs. Before acting on any advice, you should consider its appropriateness.

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