FAQ

General information and setup

How long will it take for my Global Wallet® Prepaid Travel Card and Velocity membership card in one to arrive after I opt-in or join?

New Velocity members

Once you have joined Velocity, it should take approximately 21 working days for your new card to be delivered. If you have not received it within this timeframe Contact Us and we will organise a replacement.

Existing Velocity members

If you are already a Velocity member and have opted-in to receive your Global Wallet® and you are a Red tier member, your card will arrive in approximately 21 working days. Platinum, Gold and Silver tier members will receive their card in approximately 10 working days. If you have not received it within this timeframe Contact Us and we will organise a replacement.

All new cards will be delivered to the postal address nominated in your Velocity membership. To update your details, please log in to your Velocity Account and go to the My Details section.

Members with rural postal addresses may experience slightly longer delivery times.

What do I need to do when my Global Wallet® Prepaid Travel Card arrives?

You will receive your velocity dual purpose card. This means, your Velocity membership is on one side and on the other side will be your Visa Prepaid Global Wallet®.

You can use the Velocity membership side of your card as normal without activating the Global Wallet® functionality.

If you do want to use your Global Wallet® you will first need to activate your card, complete the validation process (which includes identity verification), and set your password and card PIN. This can all be done online at velocityglobalwallet.com.

If you have already activated your Global Wallet®, you will need to follow this activation process again for any replacement cards issued to you. Simply log in to the Global Wallet® Account Centre or contact us and follow the Global Wallet® prompts.

 

Why would I use my Velocity Global Wallet® Prepaid Travel Card when travelling instead of my debit or credit card?

Using your Velocity Global Wallet® when you travel means you can lock in exchange rates before you go, giving you peace of mind as you know how much you have available in a particular currency wallet. You can choose from 11 currencies and load a maximum of five currencies at any time, one of which must be Australian dollars. Plus, as Global Wallet® is not linked to your bank account you can enjoy the added security that if your card is lost or stolen, no one will have access to your bank accounts.

As an added bonus, you will earn 1 Velocity Point per AU$1.00 (in the equivalent international currency) for international spend and 1 Velocity Point per AU$2.00 for Australian domestic spend on your Global Wallet® on eligible purchases*.

*Eligible purchases are purchases made using your Global Wallet® only and exclude ATM withdrawals, quasi cash transactions, fees and charges, account adjustments, reversed transactions and gambling transactions.

How many Velocity Points will I earn when I use my Global Wallet® Prepaid Travel Card?

Whether you’re shopping in-store or online, locally or overseas, you will earn Velocity Points on eligible purchases you make.*

Velocity Points earned internationally 1 Point for every AU $1 spent
(in the equivalent international currency)

Velocity Points earned in Australia 1 Point for every AU $2 spent

* Eligible purchases are purchases made using your Global Wallet® only and exclude ATM withdrawals, quasi cash transactions, fees and charges, account adjustments, reversed transactions and gambling transactions.

What happens to my Global Wallet® when my Velocity membership card expires or my Velocity membership level changes?

Velocity Frequent Flyer members will continue to be issued with new membership cards when they upgrade, maintain or downgrade their Velocity Status in accordance with the Velocity Membership Terms and Conditions. You will also be issued with a new card if you are a Red Velocity Member and your Visa Prepaid card nears expiry. If you have previously activated your Global Wallet®, any new membership cards will require you to activate the Global Wallet® side of your card at velocityglobalwallet.com or by contacting us and following the Global Wallet® prompts. Once you complete the re-activation process for your new card, you will be able to access your Available Balance and use your new Global Wallet® travel card at ATMs and with participating retailers as before. You will not need to verify your identity again.

How do I request a Global Wallet® enabled card?

To request a membership card with Global Wallet® Prepaid Travel Card functionality, you must be an Australian resident over 18 years of age and have a preferred postal address in Australia. If that’s the case, request your card now by logging in to your Account and ticking the box for Global Wallet®.

 

What is a Visa Prepaid Card?

A Visa Prepaid card is a re-loadable card that allows you to choose how much money you want to add, so you can only spend the money you have loaded onto it. It is not linked to your bank account and it doesn’t have a line of credit.

If I move addresses outside Australia, will my Global Wallet® Prepaid Travel Card continue to work?

To be eligible to opt-in and receive a Velocity membership card with Global Wallet® functionality, you must be a Velocity Frequent Flyer member aged 18 years or over and reside in Australia. If you subsequently move outside Australia, you will still be able to use your Global Wallet® for purchases and to withdraw money at ATMs.

I didn’t receive my Velocity membership card with Global Wallet® functionality. Where can I get one?

To be eligible for a Velocity Global Wallet® Prepaid Travel Card, you must be a Velocity Frequent Flyer member who resides in Australia and is 18 years or older.

If that’s the case, you can request a new card with Global Wallet® functionality.  Just log in to your Account and tick the box for Global Wallet®.

What is my Global Wallet® security code (CVV)?

Your Global Wallet® security code or CVV is the three-digit number at the right of the signature panel on the Visa Prepaid side of your Velocity membership card.

Am I now a Visa customer because my Velocity card has a reloadable Visa Prepaid card built in?

No. The Visa branding on your Velocity Global Wallet® Prepaid Travel Card means you can use your card wherever Visa is accepted, electronically and worldwide.

My partner is also a Velocity Frequent Flyer member. Can we have both of our Velocity membership numbers joined to one Velocity Global Wallet® facility?

Unfortunately this is not an option, as each Velocity Frequent Flyer membership Account and each Global Wallet® is individual.

I’m a Virgin Australia Lounge Member and I have not received a Virgin Lounge membership card with Global Wallet® functionality. Why is this?

The Virgin Lounge membership card is used at Virgin Australia lounges, to confirm your entitlement to access the Lounge. Global Wallet® functionality is only available with your Velocity Frequent Flyer membership card. You can request a new Velocity membership card with Global Wallet® functionality by logging in to your Velocity Account.

The Global Wallet® side of my card has expired and I have not received a replacement card. What should I do?

Please contact us to organise a replacement membership card with Global Wallet® functionality.

How do I activate my Global Wallet® Prepaid Travel Card?

To activate your Global Wallet®, visit velocityglobalwallet.com, select ‘Account Centre Login’ and click on the link to activate your card. You will then be required to fill out your details and verify your identity. Once you’ve finished this process, your card will be ready to load.

What is a Velocity Global Wallet® Prepaid Travel Card?

Velocity Global Wallet® is a reloadable Visa Prepaid multi-currency card that allows you to:

  • load money onto your card using Bpay® or Bank Transfer1;
  • access to over 2 million ATMs in more than 200 countries around the world2;
  • make purchases at more than 30 million locations around the world;
  • avoid foreign exchange fees when making purchases in supported local currencies anywhere Visa is accepted3;
  • earn Velocity Points on purchases4 and
  • lock in exchange rates when you move your money into virtual foreign currency wallets.

1A Funds Reloading Fee is payable whenever Funds Credit is reloaded. See the PDS for full details. In addition, your financial institution may charge transaction fees relating to Funds Credits transmitted by BPAY.

2ATM Transaction Fees apply. See the PDS for full details. ATM operator fees may also be charged by the ATM operator.

3To avoid foreign exchange fees you must transact in a Supported Currency and have sufficient funds stored in that Supported Currency. Supported currencies can be found on page 8 of this brochure and are subject to change. See the PDS for full details.

4Points earn applies to purchases made by use of the Global Wallet® card only and excludes ATM withdrawals, quasi cash transactions, fees and charges, account adjustments, reversed transactions and gambling transactions. Members will earn 1 point per AUD$1.00 (in the equivalent international currency) for international spend on the Global Wallet® and 1 point per AUD$2.00 of domestic AUD currency spend on the Global Wallet®. Velocity membership and Points earn and redemption are subject to the member terms and conditions, available at velocityfrequentflyer.com, as amended from time to time.

 

Fees and charges

How much does it cost to activate my Global Wallet® Prepaid Travel Card?

There is no charge to activate your Global Wallet® card.

What is the fee for an ATM withdrawal from my Velocity Global Wallet® Prepaid Travel Card?

ATM withdrawal fees vary by the currency wallet you are withdrawing from. Refer to the Fees and Charges section for a current list of withdrawal and balance enquiry fees.

Will I be charged a Booking and Service Fee if I use my Global Wallet® Prepaid Travel Card for an online flight booking on the Virgin Australia website?

Yes. When making a booking through the Virgin Australia website, payments made using a prepaid Visa card will incur the standard Booking and Service fee.

Loading and managing your Global Wallet®

How can I load money to my Global Wallet® Prepaid Travel Card and when will it be available once loaded?

You can load money to your Global Wallet® using BPAY®, or Bank Transfer

If you load money to your Global Wallet® using BPAY®, your funds should be available within three working days.

If you load money to your Global Wallet® using Bank Transfer, your funds should be available within one working day¹. For more information, log in to your Global Wallet® Account Centre and select ‘Add Money’.


¹Your financial institution may charge transaction fees relating to Funds Credits loaded by this method. The time it takes for Funds Credits to become part of your Available Balance may vary based on your financial institution. When your transfer is made outside Australian (AEST): business hours, prior to or on a weekend or public holiday, it may take more than 1 working day (24 hours) for funds to become part of your Available Balance. The maximum amount in a single load via Bank Transfer is AUD$25,000 (as long as it does not cause your Available Balance to exceed AUD$25,000) and subject to your own financial institution’s own funds transfer limits

 

What is the exchange rate when I transfer money between currencies on my Global Wallet® Prepaid Travel Card?

The applicable exchange rate will vary depending on when you transfer money across to a different wallet. To view up-to-date exchange rates, log in to your Global Wallet® Account Centre and select “Manage Wallets”.

How do I transfer money between currencies in my Velocity Global Wallet® Account?

Money must first be loaded to your Global Wallet® in Australian Dollars. You can then transfer money at the applicable exchange rate into your foreign currency wallets by selecting “Manage Wallets” in your Global Wallet® Account Centre. There are ten foreign currencies to choose from.

What is the difference between a pending transaction and a posted transaction on my Global Wallet® Prepaid Travel Card?

A ‘pending transaction’ is a transaction that has been approved for payment from your Global Wallet® to a merchant. A ‘posted transaction’ is a transaction that a merchant has sent for settlement/payment and consequently, funds are on their way to the merchant.

A pending transaction can stay in this status for up to seven days, or until the merchant settles the transaction as a posted transaction, whichever comes first.

How much money can I load at one time on my Velocity Global Wallet®?

The maximum balance you can have is AU$25,000 (or equivalent) across all your wallets, however you can only load a maximum of $10,000 at a time.

In certain circumstances this limit can be increased. See the Product Disclosure Statement for more information.

When making purchases with my Global Wallet® Prepaid Travel Card, how long does it take for these Velocity Points to be added to my Velocity Frequent Flyer membership?

Velocity Points are allocated to a member’s Velocity Frequent Flyer membership each month as part of a monthly cycle on the date their Global Wallet® Account was activated.

How do I check the available balance on my Global Wallet®?

To check your available balance, you can log in to the Global Wallet® Account Centre, request a Balance Enquiry at an ATM or contact us.

You can also check your balance through the Global Wallet® App. If you haven’t downloaded it already, you can do so via the App Store or Google Play™.

Can I transfer money from my Global Wallet® to another Global Wallet® holder?

Yes – by using the ‘Send Money’ feature located in your Global Wallet® Account Centre, you are able to transfer funds instantaneously from your Global Wallet® to another person’s Global Wallet®.

How do I change my Global Wallet® security questions?

To reset your Global Wallet® security questions please contact us and speak to a customer service representative.

How do I reset my online password for my Velocity Global Wallet®?

Please log in to velocityglobalwallet.com, click on ‘Account Centre Login’ then click on the ‘Reset My Password’ link.

How can I view my Global Wallet® transaction history?

Log in to the Global Wallet® Account Centre to view all transactions made using your Global Wallet®.

Where can I view or update my e-mail address for Global Wallet® email transaction alerts?

Log in to your Velocity Frequent Flyer Account and view or change your e-mail address. This email address will then be synchronised with your Global Wallet® Account details.

Accessing your money with Global Wallet®

When do I set a PIN for my Velocity Global Wallet® Prepaid Travel Card?

After you have completed the Global Wallet® activation process you can set your PIN online, or contact us and select the Global Wallet® option.

Will my Velocity Global Wallet® Prepaid Travel Card work at ATMs?

Yes, if your card is current it will work at ATMs that accept Visa. You will need to ensure you have a sufficient available balance to cover the withdrawal amount and any applicable fee. Please refer to the PDS for a further explanation of this. You will also be required to enter the correct PIN.

Is there any other way to access my available funds other than with my Global Wallet® Prepaid Travel Card?

When you log in in to your Global Wallet® Account Centre and go to ‘Manage Cards’, you will have an opportunity to set up a ‘virtual card’. This is a card that can be used when making purchases online without having to use your physical card number.

You can also apply for a supplementary card, which will be linked to your Global Wallet®, but will not act as a Velocity membership card. A $10 fee applies to the issue of a supplementary card.

What is the limit I can withdraw from an ATM with my Velocity Global Wallet® Prepaid Travel Card?

In a 24 hour period, you are able to withdraw up to AU$2,500 or the equivalent in foreign currency, however there may be withdrawal limits set by the individual ATM operator.

What currency wallets can I have on my Velocity Global Wallet® Prepaid Travel Card?

Once money is loaded to your Australian Dollar wallet (load fees apply), you then have available to you 10 foreign currency wallets. You can then move your available balance in to the other wallets (as per the list below) and move the wallets around as to how you would like to prioritise them:

  • Canadian Dollars
  • Euro
  • Hong Kong Dollars
  • Japanese Yen
  • New Zealand Dollars
  • Pound Sterling
  • Singapore Dollars
  • South African Rand
  • Thai Baht
  • US Dollars

You can have all ten foreign currencies plus Australian Dollar wallets open at any point in time.

Where can I use my Velocity Global Wallet® Prepaid Travel Card?

If you have loaded funds to your Global Wallet®, you can use the Visa Prepaid side of your card to pay for goods and services wherever Visa is accepted, both in Australia and overseas. Visa is accepted by more than 30 million merchants and ATMs across the globe. Your Global Wallet® card can also be used to shop online and over the phone.

How many Supplementary Cards can I have?

For every Global Wallet® Account, you will be able to request one Supplementary Card.

Can I withdraw any currency at an ATM, using my Global Wallet® Prepaid Travel Card?

No. You can only withdraw whatever the local currencies the ATM dispenses.

What will happen to my Global Wallet® card if I enter an incorrect PIN when making a purchase or at an ATM?

If you enter your PIN incorrectly three times, your Global Wallet® travel card will be locked and you will need to contact us and follow the Global Wallet® prompts to have it unlocked.

Additional help

What if I forget my Velocity Global Wallet® PIN?

Log in to the Global Wallet® Account Centre, select “Manage Cards” and then click on “Reset Global Wallet® Card PIN”.

What should I do if my Velocity Global Wallet® card is not working at an ATM?

If your card is not working at an ATM, please check that:

  • You are selecting ‘Credit’ to withdraw cash at any ATM which accepts Visa.
  • You are using the correct PIN. You will have set your PIN during the Global Wallet®activation process.
  • Your Global Wallet® has been activated. You need to activate your Velocity Global Wallet® at velocityglobalwallet.com before you can use it as a Visa Prepaid card.
  • The ATM you are using clearly displays a Visa logo.
  • You are not trying to withdraw more than the available balance on your Global Wallet®.
  • You haven’t exceeded your Global Wallet® cash withdrawal limits.
  • You have not entered your PIN incorrectly three times. If you have, your Global Wallet® will be locked and you will need to either log into the Global Wallet® Account centre go to the Global Wallet® Account tab and select manage cards and Reset PIN or contact us and follow the Global Wallet® prompts to have it unlocked.

If you have checked all of the above and your Global Wallet™ is still not working, please contact us and follow the Global Wallet® prompts.

 

What should I do if my Velocity Global Wallet® Prepaid Travel Card is lost or stolen?

If your card is lost of stolen you can do either one of the following;

Log in to the Global Wallet® Account Centre and select Global Wallet® Account tab and select select manage cards. Then select the card that is lost/stolen, or; If you are within Australia you should call 13 18 75 or if you are outside of Australia, call +61 2 8667 5924 as soon as possible. Follow the Velocity Global Wallet™ prompt, and then select the option to report a lost or stolen card. At this time, your lost or stolen card will be cancelled and you can request a replacement card if necessary.

If your card is lost, stolen or damaged while you are travelling and you do not have access to a supplementary card, you can request an Emergency Cash Transfer by calling 13 18 75 in Australia or +61 2 8667 5924 overseas and follow the Global Wallet®prompt.The cash amount (including applicable fees) will be debited from your Available Balance as one transaction and therefore cannot exceed your Available Balance. The maximum amount of an Emergency Cash Transfer is AUD$3,000 per transaction per day.

It is not guaranteed that an Emergency Cash Transfer will always be available. If this option is available, you will need to visit a nominated Western Union branch to verify your identity and collect your emergency cash.

 

What should I do if my Velocity Global Wallet® Prepaid Travel Card is not working at a retailer?

If your Velocity Global Wallet® card is not working at a retailer, please check that:

  • Your Global Wallet® has been activated. You need to activate your Velocity Global Wallet® at velocityglobalwallet.com before you can use it as a Visa Prepaid card;
  • You are using the correct PIN. You will need to set your PIN following the Global Wallet® activation process;
  • The retailer accepts Visa;
  • You are not trying to make a purchase for more than the available balance on your Global Wallet®;
  • You have not entered your PIN incorrectly three times. If you have, your Global Wallet® will be locked and you will need to either log into the Global Wallet® Account centre go to the Global Wallet® Account tab and select manage cards and Reset PIN or contact us and follow the Global Wallet® prompts to have it unlocked.

If you have checked all of the above and your Global Wallet™ is still not working, please contact us and follow the Global Wallet® prompts.

 

What are transaction alerts for Global Wallet®?

Transaction alerts keep Global Wallet® Account holders informed of any activity on their Global Wallet® Account by email or by mobile phone alerts. Transaction alerts allows you to closely monitor your spending, and with real-time reporting, you’ll always know your current balances. Transaction alerts provide you with added Global Wallet® Account security. If you receive an alert for a transaction you don’t recognise, you can report the issue immediately and prevent further misuse of your Global Wallet® Account. You can sign up to receive alerts of your transactions as they are made. In your Global Wallet® Account Centre, select Go Mobile and then Alerts. You will first need to be enrolled in YAP.

Note: For text alerts, standard SMS messaging charges apply. This means that your mobile carrier (not YAP) may charge you separately to send or receive text messages.

How do I get my money back if I accidentally send it to an incorrect number when loading my card?

Contact us and follow the Global Wallet® prompts to request a reverse of the transfer. This may not always be possible.

How long does it take to complete an investigation after I have filed a transaction dispute?

We will try and investigate and resolve the dispute as quickly as possible. However, in some circumstances normal processing time can be up to 45 days from the day the signed dispute resolution form is received and acknowledged.