When using your Platinum Visa payWave Card, you have the option to authorise all point of sale transactions by either your signature or using your PIN.

• Stores using magnetic stripe terminals – when making a transaction your Card will be swiped and you will be asked if you would like to either sign, as you have done in the past, or enter a PIN to authorise the point of sale transaction.
• Stores using the newer chip terminals – when making a transaction your Card will be dipped and you will be asked if you would like to either sign, as you have done in the past, or enter a PIN to authorise the point of sale transaction.
• Contactless terminals - this removes the need for a signature or PIN when using your Macquarie Bank Visa Platinum Card for low value transactions^†.

When travelling overseas some countries use the newer chip terminals, so you will be asked to use your PIN or you can request to authorise the transaction with your signature.

If you wish to enter your PIN to authorise transactions, you will need to enter your ATM PIN, which was sent to you shortly after you received your Macquarie Bank Visa Card. If you require your ATM PIN to be resent, please call us on 1300 150 300.

Alternatively, you are able to authorise all point of sale transactions by signing as you have done in the past.

If you have any questions about this change and how if affects the use of your Macquarie Bank Visa Card, please refer to the frequently asked questions below, or contact us directly on 1300 150 300.

1. Why do I need a PIN for point of sale transactions?
A PIN is an alternative form of authorisation which has been introduced for point of sale transactions. This offers an alternative choice to a signature. For Macquarie Bank cardholders with a Visa payWave Card, this alternative is available at all terminals.

2. Will I have the option to use my Macquarie Card ATM PIN at all point of sale transactions, locally and overseas?
Yes, all Macquarie cardholders with Visa payWave Cards will have the option to use their ATM PIN at point of sale.

3. What is the difference between Chip and Magnetic stripe terminals?
These terminals differ in the way they read your Card details, either from the magnetic stripe on the back of your Card or using the chip. Most terminals in Australia use magnetic stripe technology and the Card must be swiped to make the transaction. Terminals using chip technology are currently being introduced in Australia and are common in some countries overseas. When making a transaction, the Card must be dipped and will remain in the terminal until the end of the transaction.

4. Can I choose which way to authorise a transaction at point of sale?
Yes. If you wish to use your ATM PIN to authorise a transaction, enter this PIN after you have pressed the 'credit' button and before you press the 'OK/ENTER' button. If you wish to use your signature to authorise a transaction, press the 'credit' button, followed by the 'OK/ENTER' button, and you will then be requested to sign the receipt to verify the transaction.

5. How does a PIN transaction work?
You will be able to use an ATM PIN as one form of authorisation for retail transactions when using your Card. The ATM PIN is entered by the cardholder, not the store assistant, into the point of sale machine’s PIN pad.

After you have checked that the dollar amount on the PIN pad is correct, you enter your PIN using the 0 to 9 keys (as you do now when using an EFTPOS card). Then press the ‘OK/ENTER’ button. Your PIN will be sent back to Macquarie Card Services to confirm the PIN is correct. As with EFTPOS transactions, this confirmation then authorises the transaction.

If the PIN is correct and the transaction is approved, the point of sale machine will print out a receipt for you to keep and another for the store assistant to file.

Your PIN will not appear on any printed material.

6. What happens if I key in the incorrect ATM PIN after I’ve pressed the ‘credit’ button and the ‘OK/ENTER’ button?
If you have entered the incorrect ATM PIN, you will receive a message that the request is declined, or you will be asked to re-enter your ATM PIN. If the response on the point of sale terminal is ‘decline’, ask the store assistant to start a new transaction and you can enter the correct ATM PIN or you can choose to sign.

If you are not sure of your ATM PIN, press the ‘credit’ button and then the ‘OK/ENTER’ button. You will be asked to sign the sales receipt as you have been doing in the past.

If the response is ‘re-enter your PIN’, please enter the correct ATM PIN and press the ‘OK/ENTER’ button again. If this second attempt is correct, the transaction will be approved and you will be provided a receipt for your records.

If you have forgotten or are unsure of your PIN, you should choose to sign for the transaction.

7. How does authorising the ATM PIN protect me against fraud?
If you make sure only you know your ATM PIN, transactions that use a PIN as authorisation can only be carried out by the cardholder.

8. What if I have 'suspended' the use of my Card because I have entered the PIN incorrectly a number of times?
Would I still be able to use my signature as another form of proof? For security, after the PIN has been incorrectly entered three (3) times we will block your Card for any further transactions. Please contact us on 1300 150 300 to allow us to reset the access to your Card and send out an ATM PIN reminder confirming your correct PIN.

9. Will the store or store assistant have access to my ATM PIN?
No. You should not advise store assistants, bank staff, regulatory authorities or any other party of your ATM PIN. For security reasons, only you should be aware of your PIN.

10. Are any of my card details (e.g. account balance, address and other personal details) available to the store?
No additional information is available to the store or the store assistant. They only receive your card number and confirmation that the transaction is approved or declined. If the transaction is declined, usually there is not a reason displayed on the PIN pad or cash register.

11. What does it mean if my ATM PIN is blocked?
If your ATM PIN is 'blocked' it means you have entered your ATM PIN incorrectly three (3) or more times and for your security reasons Macquarie Card Services have blocked your Card from further transactions. Please contact us on 1300 150 300 to allow us to reset the access to your Card and send out an ATM PIN reminder confirming your correct PIN.

12. Will my card be taken if I enter the ATM PIN incorrectly three (3) times, like an ATM?
No, your card will not be taken by the store.

13. Will I be able to use my PIN in every store in Australia?
You will be able to use your PIN at most stores in Australia. Where the terminal is not accessible to the customer, you will be asked to sign for the transaction. For low value transactions at contactless terminals^†, you will only need to tap your Card to authorise the transaction, without the need for your PIN or signature.

14. Will the PIN I use for making point of sale transactions be the same as the PIN used for cash withdrawals at the ATM?
Yes.

15. Can I use my PIN to make card transactions through the internet or over the telephone?
No. Even if asked, do not enter your ATM PIN into any other service device such as the internet. Do not give out your ATM PIN over the phone, even to banking staff. If you have any concerns about the security of your ATM PIN, please contact Macquarie Card Services on 1300 150 300.

16. If I return goods for a refund, will I need to enter my ATM PIN to receive the money back?
No, refunds do not require you to enter the ATM PIN to process the transaction.

17. What if the store does not accept ATM PIN?
If a store does not accept your ATM PIN, you must sign the sales receipt to authorise the transaction.

• Stores using magnetic stripe terminals – when making a transaction your Card will be swiped and you will be asked if you would like to either sign, as you have done in the past, or enter a PIN to authorise the point of sale transaction.
• Stores using the newer chip terminals – when making a transaction your Card will be dipped and you will always be asked to sign to authorise the transaction.

When travelling overseas most countries use the newer chip terminals, so you will always be asked to sign for these transactions.

If you wish to enter your PIN to authorise transactions at magnetic stripe terminals, you will need to enter your ATM PIN, which was sent to you shortly after you received your Macquarie Bank Visa Card. If you require your ATM PIN to be resent, please call us on 1300 150 300.

Alternatively, you are able to authorise all point of sale transactions by signing as you have done in the past.

If you have any questions about this change and how if affects the use of your Macquarie Bank Visa Card, please refer to the frequent asked questions below, or contact us directly.

1. Why do I need a PIN for point of sale transactions?
A PIN is an alternative form of authorisation which is being introduced for point of sale transactions from 4 June 2008. This offers an alternative choice to a signature. For Macquarie cardholders, this alternative is only available at terminals which read the magnetic stripe on your Card.

2. Will I have the option to use my Macquarie Card ATM PIN at all point of sale transactions, locally and overseas?
No, for Macquarie cardholders the option to use your ATM PIN at point of sale will only be available at terminals with magnetic stripe technology. You will need to use your signature for all overseas transactions and for transactions at terminals with Chip technology in Australia.

3. What is the difference between Chip and Magnetic stripe terminals?
These terminals differ in the way they read your Card details, either from the magnetic stripe on the back of your Card or using the chip.

Most terminals in Australia use magnetic stripe technology and the Card must be swiped to make the transaction.

Terminals using chip technology are currently being introduced in Australia and are common overseas. When making a transaction, the Card must be dipped and will remain in the terminal until the end of the transaction.

4. Can I choose which way to authorise a transaction at point of sale?
Yes, but only when making transactions at magnetic stripe terminals in Australia. If you wish to use your ATM PIN to authorise a transaction, enter this PIN after you have pressed the 'credit' button and before you press the 'OK/ENTER' button.

If you wish to use your signature to authorise a transaction, press the 'credit' button, followed by the 'OK/ENTER' button, and you will then be requested to sign the receipt to verify the transaction.

You will not be able to choose the way you authorise a transaction at a chip terminal and you will always be asked to sign.

5. How does a PIN transaction work?
You will be able to use an ATM PIN as one form of authorisation for retail transactions when using your Card. The ATM PIN is entered by the cardholder, not the store assistant, into the point of sale machine’s PIN pad.

After you have checked that the dollar amount on the PIN pad is correct, you enter your PIN using the 0 to 9 keys (as you do now when using an EFTPOS card). Then press the ‘OK/ENTER’ button. Your PIN will be sent back to Macquarie Card Services to confirm the PIN is correct. As with EFTPOS transactions, this confirmation then authorises the transaction.

If the PIN is correct and the transaction is approved, the point of sale machine will print out a receipt for you to keep and another for the store assistant to file.

Your PIN will not appear on any printed material.

6. What happens if I key in the incorrect ATM PIN after I’ve pressed the ‘credit’ button and the ‘OK/ENTER’ button?
If you have entered the incorrect ATM PIN, you will receive a message that the request is declined, or you will be asked to re-enter your ATM PIN.

If the response on the point of sale terminal is ‘decline’, ask the store assistant to start a new transaction and you can enter the correct ATM PIN or you can choose to sign.

If you are not sure of your ATM PIN, press the ‘credit’ button and then the ‘OK/ENTER’ button. You will be asked to sign the sales receipt as you have been doing in the past.

If the response is ‘re-enter your PIN’, please enter the correct ATM PIN and press the ‘OK/ENTER’ button again. If this second attempt is correct, the transaction will be approved and you will be provided a receipt for your records.

If you have forgotten or are unsure of your PIN, you should choose to sign for the transaction.

7. Can authorising a transaction using the ATM PIN protect me against fraud? How?
Yes. If you make sure only you know your ATM PIN, transactions that use a PIN as authorisation can only be carried out by the cardholder.

8. What if i have 'suspended' use of my Card because I have entered the PIN incorrectly a number of times? Would I still be able to use my signature as another from of proof?
For security, after the PIN has been incorrectly entered three (3) times we block your Card for any further transactions. Please contact us on 1300 150 300 to allow us to reset the access to your Card and send out an ATM PIN reminder confirming your correct PIN.

9. Will the store or store assistant have access to my ATM PIN?
No. You should not advise store assistants, bank staff, regulatory authorities or any other party of your ATM PIN. For security, only you should be aware of your PIN.

10. Are any of my card details (e.g. account balance, address and other personal details) available to the store?
No additional information is available to the store or the store assistant. They only receive your card number and confirmation that the transaction is approved or declined. If the transaction is declined, usually there is not a reason displayed on the PIN pad or cash register.

11. What does it mean if my ATM PIN is blocked?
If your ATM PIN is 'blocked' it means you have entered your ATM PIN incorrectly three (3) or more times and for security Macquarie Card Services have blocked your Card for further transactions. Please contact us on 1300 150 300 to allow us to reset the access to your Card and send out an ATM PIN reminder confirming your correct PIN.

12. Will my card be taken if I enter the ATM PIN incorrectly three (3) times, like an ATM?
No, your card will not be taken by the store.

13. Will I use my PIN in every store in Australia?
Many stores in Australia currently use terminals with magnetic stripe technology and these will accept your ATM PIN to authorise a transaction. Stores using terminals with chip technology, or where the terminal is not accessible to the customer, you will be asked to sign for the transaction.

14. Will the PIN I use for making retail purchases be the same as the PIN used for cash withdrawals at the ATM?
Yes.

15. Will my PIN be used to make card transactions through the internet or over the telephone?
No. Even if asked, do not enter your ATM PIN into any other service device such as the internet. Do not give out your ATM PIN over the phone, even to banking staff. If you have any concerns about the security of your ATM PIN, please contact Macquarie Card Services on 1300 150 300.

16. If I return goods for a refund, will I need to enter my ATM PIN to receive the money back?
No, refunds do not require you to enter the ATM PIN to process the transaction.

17. What if the store does not accept ATM PIN?
If a store does not accept your ATM PIN, you must sign the sales receipt to authorise the transaction.

• Stores using magnetic stripe terminals – when making a transaction your Card will be swiped and you will be asked if you would like to either sign, as you have done in the past, or enter a PIN to authorise the point of sale transaction.
• Stores using the newer chip terminals – when making a transaction your Card will be dipped and you will always be asked to sign to authorise the transaction.

When travelling overseas most countries use the newer chip terminals, so you will always be asked to sign for these transactions.

If you wish to enter your PIN to authorise transactions at magnetic stripe terminals, you will need to enter your ATM PIN, which was sent to you shortly after you received your Macquarie Bank Visa Card. If you require your ATM PIN to be resent, please call us on 1300 150 300.

Alternatively, you are able to authorise all point of sale transactions by signing as you have done in the past.

If you have any questions about this change and how if affects the use of your Macquarie Bank Visa Card, please refer to the frequent asked questions below, or contact us directly.

1. Why do I need a PIN for point of sale transactions?
A PIN is an alternative form of authorisation which is being introduced for point of sale transactions from 4 June 2008. This offers an alternative choice to a signature. For Macquarie cardholders, this alternative is only available at terminals which read the magnetic stripe on your Card.

2. Will I have the option to use my Macquarie Card ATM PIN at all point of sale transactions, locally and overseas?
No, for Macquarie cardholders the option to use your ATM PIN at point of sale will only be available at terminals with magnetic stripe technology. You will need to use your signature for all overseas transactions and for transactions at terminals with Chip technology in Australia.

3. What is the difference between Chip and Magnetic stripe terminals?
These terminals differ in the way they read your Card details, either from the magnetic stripe on the back of your Card or using the chip.

Most terminals in Australia use magnetic stripe technology and the Card must be swiped to make the transaction.

Terminals using chip technology are currently being introduced in Australia and are common overseas. When making a transaction, the Card must be dipped and will remain in the terminal until the end of the transaction.

4. Can I choose which way to authorise a transaction at point of sale?
Yes, but only when making transactions at magnetic stripe terminals in Australia. If you wish to use your ATM PIN to authorise a transaction, enter this PIN after you have pressed the 'credit' button and before you press the 'OK/ENTER' button.

If you wish to use your signature to authorise a transaction, press the 'credit' button, followed by the 'OK/ENTER' button, and you will then be requested to sign the receipt to verify the transaction.

You will not be able to choose the way you authorise a transaction at a chip terminal and you will always be asked to sign.

5. How does a PIN transaction work?
You will be able to use an ATM PIN as one form of authorisation for retail transactions when using your Card. The ATM PIN is entered by the cardholder, not the store assistant, into the point of sale machine’s PIN pad.

After you have checked that the dollar amount on the PIN pad is correct, you enter your PIN using the 0 to 9 keys (as you do now when using an EFTPOS card). Then press the ‘OK/ENTER’ button. Your PIN will be sent back to Macquarie Card Services to confirm the PIN is correct. As with EFTPOS transactions, this confirmation then authorises the transaction.

If the PIN is correct and the transaction is approved, the point of sale machine will print out a receipt for you to keep and another for the store assistant to file.

Your PIN will not appear on any printed material.

6. What happens if I key in the incorrect ATM PIN after I’ve pressed the ‘credit’ button and the ‘OK/ENTER’ button?
If you have entered the incorrect ATM PIN, you will receive a message that the request is declined, or you will be asked to re-enter your ATM PIN.

If the response on the point of sale terminal is ‘decline’, ask the store assistant to start a new transaction and you can enter the correct ATM PIN or you can choose to sign.

If you are not sure of your ATM PIN, press the ‘credit’ button and then the ‘OK/ENTER’ button. You will be asked to sign the sales receipt as you have been doing in the past.

If the response is ‘re-enter your PIN’, please enter the correct ATM PIN and press the ‘OK/ENTER’ button again. If this second attempt is correct, the transaction will be approved and you will be provided a receipt for your records.

If you have forgotten or are unsure of your PIN, you should choose to sign for the transaction.

7. Can authorising a transaction using the ATM PIN protect me against fraud? How?
Yes. If you make sure only you know your ATM PIN, transactions that use a PIN as authorisation can only be carried out by the cardholder.

8. What if i have 'suspended' use of my Card because I have entered the PIN incorrectly a number of times? Would I still be able to use my signature as another from of proof?
For security, after the PIN has been incorrectly entered three (3) times we block your Card for any further transactions. Please contact us on 1300 150 300 to allow us to reset the access to your Card and send out an ATM PIN reminder confirming your correct PIN.

9. Will the store or store assistant have access to my ATM PIN?
No. You should not advise store assistants, bank staff, regulatory authorities or any other party of your ATM PIN. For security, only you should be aware of your PIN.

10. Are any of my card details (e.g. account balance, address and other personal details) available to the store?
No additional information is available to the store or the store assistant. They only receive your card number and confirmation that the transaction is approved or declined. If the transaction is declined, usually there is not a reason displayed on the PIN pad or cash register.

11. What does it mean if my ATM PIN is blocked?
If your ATM PIN is 'blocked' it means you have entered your ATM PIN incorrectly three (3) or more times and for security Macquarie Card Services have blocked your Card for further transactions. Please contact us on 1300 150 300 to allow us to reset the access to your Card and send out an ATM PIN reminder confirming your correct PIN.

12. Will my card be taken if I enter the ATM PIN incorrectly three (3) times, like an ATM?
No, your card will not be taken by the store.

13. Will I use my PIN in every store in Australia?
Many stores in Australia currently use terminals with magnetic stripe technology and these will accept your ATM PIN to authorise a transaction. Stores using terminals with chip technology, or where the terminal is not accessible to the customer, you will be asked to sign for the transaction.

14. Will the PIN I use for making retail purchases be the same as the PIN used for cash withdrawals at the ATM?
Yes.

15. Will my PIN be used to make card transactions through the internet or over the telephone?
No. Even if asked, do not enter your ATM PIN into any other service device such as the internet. Do not give out your ATM PIN over the phone, even to banking staff. If you have any concerns about the security of your ATM PIN, please contact Macquarie Card Services on 1300 150 300.

16. If I return goods for a refund, will I need to enter my ATM PIN to receive the money back?
No, refunds do not require you to enter the ATM PIN to process the transaction.

17. What if the store does not accept ATM PIN?
If a store does not accept your ATM PIN, you must sign the sales receipt to authorise the transaction.

24 hour dedicated customer service
We are committed to delivering the highest level of service and we are always interested in any feedback that you may have with regard to improving it.

Our team of highly trained experts are available 24 hours a day, 7 days a week.

Customer service line – 1300 150 300 in Australia, +61 2 8232 1684 if calling from overseas.

Visa Concierge
Macquarie Bank Visa Platinum cardholders have access to the Visa Concierge service. Organising a flight to Paris, recommending a hotel in the Hunter Valley, getting tickets to the Test match or even suggesting a reliable dry cleaner away from home are just some of the services that are available.

Concierge is operated from the Visa Platinum Customer Centre (VPCC), which is manned by professionals 24 hours a day, 7 days a week. For your convenience, they support all major Asian languages. For the toll-free number of the VPCC, kindly select the country of region from where you wish to make the call, from this list.

Visa Concierge & Platinum Benefits – 1800 639 607 (Australia) +61 2 9235 0260 (Overseas)

Useful numbers list:
Customer Service (Australia) – 1300 150 300
Customer Service (Overseas) – + 61 2 8232 1684
Lost or Stolen Cards – 1300 150 300

Visa Concierge & Platinum Benefits (Australia) – 1800 639 607
Visa Concierge & Platinum Benefits (Overseas) – +61 2 9235 0260
Macquarie Bank Rewards Centre – 1300 653 192
ACE Insurance – 1300 791 804 (Insurance questions or claims)