Problems with your payment card

Incorrect PIN

You need to enter your personalised PIN when you pay. You can set or reset this quickly in MyMSD.

Since 23 September the last 4-digits on the card no longer work as a PIN.

How to set your PIN:

1. Log in to MyMSD
2. Go to 'My payment cards'
3. Select the card you want to add a PIN for
4. Enter a 4-digit PIN - don't use a PIN that is consecutive, easily associated with you (like birthdays), or the numbers on your card.
5. Re-enter your PIN.
6. Done! Your PIN is now ready to go.

If you can't use MyMSD to set your PIN, call us and say "set my card PIN", or go here if you're deaf, hard of hearing or have a speech impairment.

If you've registered your voice you can set your PIN over the phone at any time without waiting to talk to a person. If you haven't registered your voice you'll need to call during our contact centre opening hours to talk to us.

Reset your PIN

You can reset your PIN by following the same steps above.

Locked card

The card will lock if you enter an incorrect PIN 5 times. You can unlock this by resetting your PIN, or wait until the next day – the card will unlock automatically at midnight.

EFTPOS issues

Here's what you need to do if you have problems at the EFTPOS machine:

If the EFTPOS machine says...	You need to...
Refer to card issuer	Set your personalised PIN - find out how to set your PIN
Incorrect PIN	Try enter your correct PIN again - this will be either a personalised PIN you've set, or the last 4 digits on your card. If you can't remember your PIN, you can reset it quickly in MyMSD, or call us and say "set my card PIN".
PIN tries exceeded	You've entered an incorrect PIN 5 times - you need to reset your PIN or wait until the next day (the card will unlock itself at midnight).

The transaction may also be declined if the:

• money on the card has expired: The money will only stay on the payment card for 7 days. After that it expires. You can check the expiry date in MyMSD. If you still need the money, call us and say 'Payment card' when you're asked why you're calling.
• amount you're charged is more than the amount on the card: You need to reduce the amount being spent.
• shop is not registered with us: Shops need to be registered to accept our payment cards in their EFTPOS machines.
• signature does not match: The signature on the back of your card must match your signature on the receipt. No one else can use your card on your behalf.

Checking your payment

You can go online and use MyMSD to check:

• the balance on your card
• your previous transactions
• when your payment expires.

Log into MyMSD, or find out how to get a MyMSD account.

Lost, stolen or damaged cards

Call us if:

• you can't find your card (if you think it's lost or stolen)
• you think someone else is using your card without your permission
• your card is broken or damaged.

Say 'Payment Card' when you are asked to say why you're calling.

Cancelled and expired cards

Your payment card may be cancelled if it has been damaged or lost. Once a card is cancelled it can no longer be used.

Payment cards will also expire after a set amount of time, and once it expires it can no longer be used. You can find your card's expiry date in 'My payment cards' in MyMSD.

If you need a new card you can find out how to get one here:

Refunds

If you get a refund this will be credited against any debts you have with us. If you still need money to get the item you returned, talk to us.

Registered suppliers who can't accept payment cards

Sometimes suppliers who are registered with us can't accept our payment cards. This could be because:

• they don't use EFTPOS
• the EFTPOS network or our internal systems are down
• there's a state of emergency or natural disaster.

When you call us to apply, we'll talk about whether your supplier can accept payment cards, and other ways we can help if they can't.