Problems with your payment card
What to do if your card declines, you have problems with the card, or the card is cancelled or expired.
Checking your payment
You can go online and use MyStudyLink to check:
- the balance on your card
- your previous transactions
- when your payment expires.
Log into MyStudyLink, or find out how to get a MyStudyLink account.
Card problems
Call us immediately 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 isn't working
- your card is broken or damaged.
Say ‘Payment Card’ when you are asked to say why you're calling.
Incorrect PIN
You need to enter a 4-digit PIN when you get to the checkout. Your PIN will be either:
- a personalised PIN you've set yourself, or
- the last 4 digits of your payment card number.
The card will lock if you enter an incorrect PIN 5 times. You can unlock this by resetting your PIN in MyStudyLink, over the phone with us, or wait until the next day – the card will unlock automatically at midnight.
If you forget your PIN you can reset it:
- log into MyStudyLink, and go to 'My payment cards', or
- call us on 0800 88 99 00 and say "set my card PIN". If you've registered your voice you can do this at any time without waiting to talk to person. If you haven't registered your voice you'll need to call during our contact centre opening hours to talk to us.
From 23 September you must have a personalised PIN set to use your payment card. You won't be able to use the last 4 digits on your card, and if you don't have a personalised PIN set the card won't work.
Declined transactions
The transaction may 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 MyStudyLink. 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.
- signatures don’t match: Your signature on your payment card needs to match your signature on the receipt. Make sure you’ve signed your card before you use it.
- card is locked: If you’ve entered your PIN incorrectly 5 times, your card will be locked for security. You can unlock it by resetting your PIN in MyStudyLink, call us, or, or wait until the next day – the card will unlock automatically at midnight.
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. The expiry date will be written on the card.
If you need a new card you can find out how to get one here:
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.