Welcome to Help Center
FREQUENTLY ASKED QUESTIONS
What is Global Wallet®?
- What is Global Wallet®?
- How does Global Wallet® work?
- What are the main benefits of using Global Wallet®?
- How can I get a Global Wallet® card?
- How do I order a new card?
- What do I need to do when my Global Wallet® card arrives?
Managing your account
- When calling customer support, and the line isn't working.
- How do I reset my Global Wallet® security questions?
- How can I reset or change my PIN?
- How do I reset my online password for my Global Wallet® account?
- How do I check the available balance on my Global Wallet®?
- How can I view my Global Wallet® transaction history?
Earning Velocity Points
- How many Velocity Points will I earn when I use my Global Wallet® card?
- When I buy something with my Global Wallet® card, how long does it take for Velocity Points to be added to my Velocity account?
Activating your cardSee All Articles
Loading Money - General questions
- How can I load money to my Global Wallet® card and how long will it take to become available?
- Why do I have a AU$999 load limit?
- How much money can I load at one time on my Global Wallet®?
Loading money with my Card
- What is a Card Load?
- How much does it cost to load with my card?
- Are there any limits to the amount I can load using Card Load?
- I initiated a Card Load but I don’t see the funds in my account
- What is an automatic top-up?
- What are the benefits of auto-top?
- How can I use auto top-up?
- I set up an auto top-up but the money never arrived in my account
- I got an email saying there was an error with an auto top-up. What should I do?
Exchanging into Different Currencies
- How do I transfer money between currencies in my Global Wallet® account?
- What is the exchange rate when I transfer money between currencies on my Global Wallet® card?
- What currency wallets are available with Global Wallet®?
- What is a preferred load wallet?
- Can I choose more than one preferred load wallet?
- Can I load funds from a foreign currency bank account?
Fees and Charges
- What are the fees and charges associated with Global Wallet®?
- What is the fee for an ATM withdrawal using my Global Wallet® card?
- 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?
Accessing your money
- Where can I use my Global Wallet® card?
- What happens if I enter an incorrect PIN?
- How do I move my money out of Global Wallet® into a bank account?
- What is the limit I can withdraw from an ATM?
- Can I withdraw any currency at an ATM?
- I can't login to my account
- How do I contact Customer Support?
- What should I do if my Velocity Global Wallet® card is not working at an ATM?
- What should I do if my Global Wallet® card is not working at a retailer?
- How long does it take to complete an investigation after I have filed a transaction dispute?
- How do I get my money back if I accidentally send it to an incorrect number when loading my card?
- What happens to my Global Wallet® when my Velocity membership card expires, my Global Wallet® expires, or my Velocity membership status changes?
- How many supplementary cards can I have?
- What is a virtual card?
- What is my Global Wallet® security code (CVV)?
- Can I use my Global Wallet® card for business purchases?
- Am I now a Visa customer because my Velocity card has a reloadable Visa Prepaid card built-in?
- What is a pre-authorisation transaction?
- What is the difference between a pending transaction and a posted transaction on my Global Wallet® card?
SecuritySee All Articles