28 Degrees Platinum MasterCard
FAQs

Handy hints and tips about 28 Degrees Platinum MasterCard

Application & activation

  • What are the approval criteria for 28 Degrees Platinum MasterCard?

    Like most financial institutions, we work on a credit check system and we consider if the card is unsuitable for you given all the circumstances. We also need to make sure we are identifying the right person, to prevent fraud. We take many things into consideration when reviewing an application. And, while we don't disclose the specific details of our criteria, if you're declined we'll let you know in writing.

  • What will my credit limit be?

    Credit limits vary from person to person. The information you supply in your application will help us determine your credit limit. If your application is approved, we'll then let you know your credit limit.

  • When can I expect to receive an answer on my application?

    If you apply online and provide all the necessary information, we can give an answer on your application within 60 seconds in most instances.

    In some instances further information may be required to process an application. If further information is required we will inform you during the application process.

  • Can I track my application?

    You will receive updates about the status of your application via email. However, you can check your application status at any time by calling 1300 764 454. Please ensure you have your application number available when calling.

  • If my application is approved, when can I expect to receive my card?

    It will take approximately 5-10 working days from your approval for you to receive your card.

  • Can I use my card as soon as I get it?

    You will need to activate your card before you start to use it. (This helps us ensure the right person has received your card). Remember to sign your card immediately.

    To activate your card simply log into your account via our online service centre, here you can activate your card and select your own PIN.

  • Why do I have to activate my card?

    For security reasons, cards are sent to you inactive. Activating the card validates that it's been received by you.

  • How do I activate my credit card?

    To activate your card simply log into your account via our online service centre, here you can activate your card and select your own PIN.

Credit limit

  • What happens if I go over my credit limit?

    You'll receive a message within 2 business days via either email, SMS or post from the time your account goes over limit. This is a free service provided to you. You should only receive one over limit alert between each statement period. There are no charges for going over your credit limit.

    We recommend registering for the Online Service Centre to monitor your account balance.

  • How do I request a credit limit increase on my 28 Degrees Platinum MasterCard?

    Simply log in to your account via our online service centre, here you can increase your credit limit. If your personal circumstances have changed and you wish to decrease your credit limit please call us on 1300 552 079.

  • How do I know what my credit limit is?

    If you apply online you'll be notified of your credit limit when your application is approved.

    Your credit limit can also be found on the top right of your monthly 28 Degrees Platinum MasterCard statement. Alternatively, you can log onto the Online Service Centre to check it any time. It's important to note that your credit limit can be different from your available cash limit.

  • What is my cash limit?

    Your available cash limit can be found under 'Account Summary' in the Online Service Centre. It's also available on your statement. It's important to note that your available cash limit can be different from your credit limit. Please note daily cash withdrawal limits apply.

  • How often can I apply for a credit limit increase?

    We are able to review your credit limit every 6 months.

Repayments

  • How can I make repayments?

    You can make a one off payment using our new Online Service Centre ‘Pay My Account’ functionality - this is in essence allowing us to acquire the funds directly from your bank account under our direct debit agreement.

    Alternatively, we can set up a Direct Debit over the phone, so that we can acquire the funds from their account on an ongoing regular basis. To set up an ongoing direct debit please give us a call.

    If you prefer, you can pay us through BPAY your card number can be used as the reference number, we recommend that you update this to the account number when your statement has been received.

    Finally you can pay your account in person at Australia Post

    We will charge you a payment handling fee for payments that are handled via a third party for example: Australia Post and BPAY. This means that each time you choose to pay your account with us using one of the suppliers, you will incur a fee.

    Please note payments can take 3-5 business days to clear.

    See Managing Your Account for further information about available payment options and turn around times.

  • What do I do if I cannot afford to make my repayments?

    If you are having difficulty making your minimum monthly repayments please talk to us. The sooner you contact us, the more likely we will be able to assist you.

    Visit our Hardship page

  • How will I track when my payments are due?

    You'll receive a statement every month, showing the minimum monthly payment amount you're required to make and the due date, plus any overdue payments and over limit amounts.

    You can choose to receive email alerts to remind you when your payments are due. Simply log-on to the Online Service Centre to set-up alerts.

  • How do I set up Direct Debit on my account?

    Grab your BSB and account number and give us a call, we will set it up for you over the phone on 1300 552 079.

  • Can I put my account into credit by making an overpayment?

    We don't recommend placing the account into credit. The 28 Degrees Platinum MasterCard is a credit card and was not designed for this purpose.

    If your account is in credit, please contact Customer Solutions on 1300 552 079 to organise a refund.

  • I made a payment via BPAY and its not appearing on my statement or the OSC?

    It may take up to 3 business days for your payment to appear in the Online Service Centre.

    You can sign up for Payment Confirmation email alerts in the Online Service Centre, which will notify you as soon as your payment has been received.

  • Will you remind me when my payment is due?

    You can choose to receive a Payment Reminder email which is sent to you 7 days before your payment is due. You can also choose to receive an email confirmation when your payment has been received.

    To set-up alerts, Log on to the Online Service Centre and update your preferences under Manage My Details.

  • What is my biller code/Customer Reference Number?

    You can find your biller code or Customer Reference Number on any of your statements.

    Statements can be accessed by logging into the Online Service Centre.

    Please note you can use the biller code & your card number as the Customer Reference Number (CRN) to make your first payment

Interest

  • How can I avoid paying interest?

    You can avoid paying interest by paying your account in full by the due date each month and by avoiding cash advance transactions. You get up to 55 days interest free on purchases* – so, if you pay off the card in full each month, you won’t pay any interest at all.

    *To take advantage of up to 55 days Interest Free on everyday credit card purchases, you must pay the full balance of the account (excluding unexpired Interest Free promotional plans) both for the statement before the purchases were made, and for the statement on which the purchases are listed.

  • Is there interest charged on local and overseas cash advances?

    Yes. Cash advances are charged interest from the date of withdrawal.

Security

  • How do I set up a PIN?

    Go to our online service centre. Choose ‘manage cards’, then ‘change pin’ and you can choose a PIN that you will remember.

    If you are an additional card holder you will need to call 1300 552 079.

    • Have a pen and paper handy and your card number ready and say "Select PIN" at the prompt.
    • Follow the instructions to choose your own 4 digit PIN
  • What happens if we detect a suspicious transaction?

    As part of our ongoing commitment to keep you safe and secure, if we identify a suspicious transaction on your account, our Fraud Team may communicate with you using an automated contact system. Allowing us to promptly contact you via phone or SMS, this technology provides a quick and easy way for you to verify whether transactions on your account are genuine by responding using your phone’s keypad. In instances where you do not recognise a transaction, this system will transfer you to a consultant to discuss the matter further (if outside of hours, our team will contact you first thing the following day).

  • Who do I call if my card is stolen?

    Our lost and stolen team are available 24/7 and will be able to assist you. Call Customer Solutions on 1300 552 079.

    If you're overseas call us on +61 3 9445 0105.

  • Do I need a PIN?

    In Australia, you are required to have a PIN on your credit card. In many other countries, you may be required to enter your PIN.

    Go to our online service centre. Choose ‘manage cards’, then ‘change pin’ and you can choose a PIN that you will remember.

    If you are an additional card holder you will need to call 1300 552 079

    • Have a pen and paper handy and your card number ready and say "Select PIN" at the prompt.
    • Follow the instructions to choose your own 4 digit PIN
  • How does MasterCard SecureCode work?

    MasterCard SecureCode performs a real-time risk assessment on transactions made at participating online retailers. In most cases you won't notice any change, however, on some transactions we may prompt you to enter a six-character security code, which will be sent to you instantly via SMS. This is to ensure that the transaction you are about to make is authorised by you.

    When you make an online purchase at a participating merchant, a page may automatically appear asking for a unique security code or answers to security questions. This is similar to the way your bank asks for your PIN at the ATM. When you correctly enter the code (or answer the security questions) your card issuer confirms that you are the authorised cardholder and your purchase continues.

  • How does MasterCard SecureCode protect me?

    When you correctly enter the security code (or answer the security questions) during an online purchase at a participating merchant, you confirm that you are the authorised cardholder and your purchase continues. If the security questions are answered incorrectly, the purchase will not go through. So even if someone knew your card number, they would not be able to use your account at that merchant.

  • Why am I seeing this MasterCard SecureCode screen?

    This authentication screen may appear when you are shopping online at participating MasterCard SecureCode™ merchants. Once you have confirmed your identity by correctly entering either the security code (or answering the security questions) that are on the page, you will be able to continue with your purchase.

  • What happens if I don't receive a security code?

    If you don't receive a security code, this may mean that the mobile number that is registered to your account is not up to date. You can still proceed with your transaction by selecting the button 'I didn't receive a code' which will direct you to the security questions that are personal to you and your account. Once you have answered the security questions correctly you will be able to continue with your purchase.

Transaction dispute

  • How do I dispute a transaction on my account?

    It’s not uncommon for transaction disputes to be the result of a misunderstanding. Before contacting your merchant or the 28 Degrees Platinum MasterCard team to raise a transaction dispute, please take a moment to consider the following scenarios and whether they apply to your individual situation:

    • I did not authorise the transaction / I do not recognise the company name on my statement:

    Many companies use different trading and merchant names to identify their stores. This is especially prevalent for online merchants. If you do not recognise a merchant description on your statement, a quick internet search or phone call to the company may help clarify the nature of the goods or services they provide.

    If your account has supplementary cardholders, be sure to check whether they could have made the purchase(s) in question.

    Finally, it’s a good idea to think back to the date and dollar amount, as this may prompt your memory. If you use a calendar or diary, check what you were doing on the day of the transaction (include dates either side, as it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account).

    • The goods received are not as described:

    Check the merchant’s return policy. This policy should be clearly displayed in-store or on the sales voucher.

    Important: In face to face transaction environments, always inspect the goods carefully before purchase. Furthermore, obtain a detailed description of the goods/services on an invoice before/with payment wherever possible.

    • The goods or services are not received/rendered:

    Double check the expected date of delivery, as you are unable to initiate a transaction dispute if this date has not yet passed.

    If you purchased the goods from overseas, consider whether the goods could have been confiscated by Australian Customs. Refer to the Australian Custom website for more information.

    Important: Before making purchases from overseas merchants, familiarise yourself with Australian customs rules. When you are having goods delivered (domestically or internationally), always obtain written confirmation of the expected delivery date.

    • The transaction amount on my statement differs from my receipt:

    This usually happens when you have made a purchase overseas or the merchant is based overseas. Foreign currency exchange rates change daily and therefore the amount you pay may differ depending on exactly when you make a purchase.

    • I do not remember making a purchase on the date reflected in my statement:

    As with scenario one, think back to the date and dollar amount to help prompt your memory. If there are any supplementary cardholders on your account, be sure to check with them.

    Finally, it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account. Please consider purchases you may have made a few days either side of the transaction date on your statement.

    If you have considered the above scenarios and are still questioning one or more transactions on your account, please call us immediately so we can investigate the issue and if required, block your card/account to prevent further unauthorised purchases. If you would like more information on the transaction dispute process, download our Transaction Dispute Guide.

  • Will I be held liable for unauthorised transactions on my account?

    No, if there’s a fraudulent transaction on your 28 Degrees Platinum MasterCard, you will not be held liable if you have not contributed to the loss and notified us promptly of the theft, loss or misuse of your card/account. You also need to have abided by the Conditions of Use (COU).

  • Who do I speak to if I have a dispute about my interest free transaction?

    If you have a dispute about your interest free transaction – for example, you have been given the incorrect promotion or interest free period, please feel free to contact us on 1300 552 079 and we will try to resolve the issue.

Using your card

  • How is the foreign exchange rate calculated?

    The foreign exchange rate is calculated by MasterCard International on a daily basis according to daily foreign exchange fluctuations. The conversion will consist of two calculations if the transaction is made in foreign currency – it will first be converted to US dollars and then converted to Australian dollars for listing on your transactions. You can calculate the conversion rate using the MasterCard currency conversion tool

  • How much cash can I withdraw on my 28 Degrees Platinum MasterCard?

    Subject to your available credit and cash limit, you can withdraw up to $1,000 per day at an ATM and up to $3,000 per day over the counter at a financial institution. (Please note, this may be less depending where you are in the world. Some financial institutions may limit the amount of cash you can withdraw through their facilities.) The details of your cash limit can be found on your latest statement or by logging on to the Online Service Centre.

  • Is MasterCard accepted globally?

    In some countries Mastercard is not accepted – current list of includes (this is subject to continual change please check before you start your trip).

    • Cuba
    • Syria
    • North Korea
    • Sudan
    • Iraq
  • How safe is MasterCard PayPass™ to use?

    It’s as safe as any chip-enabled credit card. You only get billed for the purchases you make. Your card never leaves your hand when you Tap & Go™ so you are always in control. And, should the worst happen and someone else uses your card, with secure encryption technology and Zero Liability protection, MasterCard and our security systems continue to protect you from unauthorised transactions. If you would like to know more about Zero Liability, visit mastercard.com.au and click on zero liability.

  • How do I withdraw cash from an ATM?

    To withdraw cash, insert your card in the ATM, enter your PIN and select the Credit option.

  • What are Billed Finance Charges and Billed Deferred Finance Charges?

    This refers to any interest charges applied to cash advances, or to purchases that have not been paid in full within the interest free period offered for this card.