Digital Wallet FAQ

Queensland Country Bank Visa Debit and Credit cards can be used on Apple Pay, Google Pay and Samsung Pay.

You can complete any transaction that you normally would with your physical card at anywhere that accepts contactless payments.

You can now also perform contactless cash withdrawals and balance enquiries at any Queensland Country Bank ATM. Contactless access is also available to most other bank cardholders, depending on whether your card issuer supports digital wallet functionality.

Ensure you have enabled the “Digital Wallet” card controls in Internet Banking or the Mobile App to make a digital wallet payment.

Queensland Country Bank does not charge any fees to set your card up on a Digital Wallet however you should always check if the wallet providers charge any fees.

If you've lost your card or think it has been stolen, you can report it through Internet Banking or the Mobile App under Card Management in the menu (you’ll find this under Services in Internet Banking). Complete the prompts, and choose if you’d like to replace your card. You’ll be able to access your new card using your digital wallet straight away, and your new physical card will arrive within 7-10 days.

Alternatively, you can contact us to report your card as lost or stolen. Please call your nearest branch or our Contact Centre on 1800 075 078 during business hours. If you need to report your card lost or stolen outside business hours, please phone the Visa lost or stolen cards hotline on 1800 648 027.

If your card is lost or stolen when you're overseas, please phone +61 2 8299 9101.

Please note that you will need to update your card control settings for your new card if you have customised your card controls in Internet Banking or the Mobile App.

Transactions using a digital wallet are secure. These applications impose security measures around paying with your device, like face recognition and/or password protection.

For added security we suggest that you review our Internet Banking security tips and card security information to ensure you are aware of internet safety and security. https://www.staysmartonline.gov.au/ is also another resource you can rely on for information on how to protect yourself online.

For security purposes, when a new card is added to a Digital Wallet we’ll ask you to complete a verification check before it can be used. We’ll either send a one-time password to the mobile phone number you have registered with us or ask you to call our Contact Centre on 1800 075 078.

If your physical card is restricted for whatever reason then you will not be able to use your Digital Wallet until this restriction has been removed.

If you lose your physical card, you can mark this as lost on Internet Banking or the Mobile App and order a replacement card that can be immediately added to your Digital Wallet so you don't lose access to your funds.

Alternatively, you can call our Contact Centre on 1800 075 078 or attend your local branch to report cancel your card and order a replacement which you can then add to your Digital Wallet through Interent Banking or the Mobile App.

Queensland Country Bank does not have any transaction limits when you are using your Digital Wallet in stores.

At times, a merchant may require you to enter your PIN or sign a receipt depending on their own rules – please refer to specific merchants for further information on this.

Adding a card to Apple Pay from your Mobile App is a simple process. Here's how to do it:

• Open the menu using the three lines in the top left.
• Select 'Card Management'.
• Select the picture of the card you want to add to your Apple Wallet.
• Select 'Add to Apple Wallet' and follow the prompts.

You might be asked to confirm your identity during this process. Read about how to activate your card on a Digital Wallet.

Once you've confirmed your identity, your card will be added to Apple Pay.

If you lose your phone, please contact us by calling our Contact Centre on 1800 075 078 or visiting your local branch so that our team can deactive your Digital Wallet to protect access to your funds - this will not impact your access to your physical card.

Yes, you can use your Queensland Country Bank card on your Digital Wallet to withdraw cash or check your balance at ATMs with a contactless symbol, so no need to insert your physical card.

However, deposit transactions are not supported via contactless, so you’ll need to insert your card and enter your PIN for those. This functionality is available to most bank cardholders, depending on whether your card issuer supports digital wallet transactions.

No. For your security, if any Queensland Country Bank card is used via a third party’s digital wallet, it will be removed. Use of a Queensland Country card by any person other than the cardholder is a breach of our Electronic access facilities and ePayments Conditions of Use.

Learn more about our Account and Access Facility Conditions of Use.

Your Digital Wallet transactions will appear in your bank statement slightly different to your physical Visa card transactions.

All Digital Wallet transactions will contain the type of Digital Wallet the transaction was performed on after "VISA-" and before the merchant's name. For example:

A physical Visa transaction may appear as:

• PURCHASE VISA- JOE BLOGGS CAFE

Whereas, a Digital Wallet transaction may appear as:

• PURCHASE VISA-[Digital Wallet] JOE BLOGGS CAFE

If you ever have an concerns or questions about a transaction that appears on your statement, please either attend your local branch or call our Contact Centre on 1800 075 078.

When adding your Queensland Country Bank card to your Digital Wallet you may be asked to call our Contact Centre on 1800 075 078 (you can also attend your local branch) to be verified.

This can occur for a range of reasons and is an added security measure to ensure the protection of your Queensland Country Bank accounts.

If you get a new mobile device, you will need to remove your cards from your previous mobile device's Digital Wallet and add them onto your new mobile device.

Refer to the below instructions on how to set up your device's digital wallet:

• Apple Pay
• Google Pay
• Samsung Pay