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What is Visa Zero Liability?

By pressing credit when you use your Visa Credit card, you gain access to all Visa’s security benefits such as Visa’s Zero Liability Policy which protects against unauthorised transactions. Visa’s Zero Liability Policy is a guarantee from Visa that Visa cardholders will not be liable for an unauthorised transaction made as a result of card fraud or stolen cards.* 

Review your monthly account statement and report fraudulent charges
Take the time to look at your monthly Visa statement, and let us know if anything appears incorrect so we can take action as quickly as possible.

Get quick resolution on your Visa card
If your account is compromised, Queensland Country and Visa are committed to setting things right without further aggravation or inconvenience to you. Under Visa's cardholder protection policy, we will extend provisional credit for losses from unauthorised card use within 5 business days of notification of the loss.

Contact us on 1800 075 078 or your nearest branch for more information or to report fraudulent transactions.

* Visa's Zero Liability policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions. Cardholders should notify their issuer promptly of any unauthorised Visa use. Please consult your issuer for additional details.

Information sourced from Visa Australia.

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What happens if my card has been used fraudulently?

A credit card or debit card may be flagged as “compromised”, if any suspicious or out of the ordinary transactions are identified on your account by our fraud management service, Vigil.

We partner with Vigil to ensure the security of your card is maintained 24/7. Vigil is a renowned fraud management service who monitors activity on your card, scanning for any transactions that may be suspicious. If they come across anything out of the ordinary, they alert us immediately so that we can get in touch with you.

As soon as we receive any alerts, we contact our Customers to notify them of what has happened and what needs to be done to make sure their accounts stay secure. The card monitoring service is also in liaison with the appropriate authorities to alert them on the matters.

When the possible compromise is considered to be a HIGH risk alert (where an unknown third party may have access to your card details), we cancel your card, effective immediately.

Your local branch are notified straight away if this happens and will get into contact with you by phone, as soon as they can, to avoid any inconvenience. This also provides you with an opportunity to arrange a replacement card straight away at no cost. That is why it is important to keep your contact details up to date.

If you choose to replace your Visa, we encourage you to make sure you provide your new card details to any companies you have previously organised regular payment arrangements with - just to ensure bills/direct debits continue to be paid (e.g. insurance, pay TV, phone bill) and you don't suffer any defaults.

We also recommend to those affected by HIGH RISK alerts that they peruse their account and statement to verify transactions. If you detect any fraudulent activity in your statements, please contact your local branch to arrange a return of the funds.

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How do I pay in apps and on the web?

Online merchants may offer different payment options.

You can input your card details into their secure portal to make a payment using your credit card or debit card. Don’t have your card on you? You can now access your card details securely under Card Management in Internet Banking and the Mobile App.

If you have linked your card to a digital wallet

If your online retailer offers Google Pay, select that option at checkout and follow the prompts to pay from your Google Pay app or linked card.

For Apple Pay, select that option at the checkout and complete the steps to pay via Apple Pay using your linked card.

Always make sure you’re buying from a reputable and trustworthy merchant.

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How to find my transactions in Google Pay?

When you use Google Pay, the app keeps a record of transactions you can view later.

Just tap Menu menu > Activity

View more details about Google Pay.

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Can I add my card to Samsung Pay?

At this stage, you will only be able to add your card to Samsung Pay if you hold a card starting with the number 4434 4200. If your card does not start with these eight digits then you will not have the ability to add this to Samsung Pay until you receive your new card from July 2022. We do, however, offer Google Pay for Members with Samsung mobile devices.