The Universal Gift Card app works with most Android and Apple devices. However, it may depend on the age of your device.

The balance and transaction history of your card is available at Your card information which you can access by clicking on Manage your card on the home page. You need to be logged into your card account to see your transactions.

For plastic cards, the expiry is shown on the front of the card and at Your card information found at Manage my Card. For Digital Cards, the expiry can be found on the Universal Gift Card app.

If you suspect your card has been fraudulently used, please lock your card to prevent any further unauthorised spending on your card. Go to Manage my Card to do this. You also need to contact us by sending an email to disputes@ugca.au to report your unauthorised transaction/s and we will assist you to lodge a dispute claim. Our ability to investigate a disputed transaction on your behalf is limited to the timeframes imposed by the Visa and Mastercard scheme rules and the maximum timeframe is 120 days. A claim for a fraudulent transaction must be lodged with us within 120 days of the date of the disputed transaction. Claims lodged outside of this timeframe will be denied.

Important: you are responsible for checking your transaction history and should view your transaction history regularly throughout the validity of your card to check for unauthorised transactions. You can do this at any time at this website.

Cards cannot be cancelled, used for cash advances, redeemed for cash and you cannot return the card for a refund.

Your card may have ATM cash withdrawal capability.

You can refer to the Product Disclosure Statement (PDS) for further details. Go to Manage my Card and select Terms of Use to see the PDS.

To use your plastic card instore, simply follow the terminal instructions on tap and pay and enter your 4-digit PIN (if required).

Important: for security purposes, the first time you use your card, you are required to enter your plastic card into the terminal.

You will need to enter the card number, card name, expiry date and 3-digit CVV number found on the back of your plastic card or in the Universal Gift Card App, for Digital Cards.

Transactions on prepaid cards are rarely declined. However, there are several possibilities that may cause a transaction to be declined:

  • the amount of the purchase exceeds the available balance.
  • the card has expired.
  • the card has been reported lost or stolen or has been suspended.
  • a previous voided or interrupted transaction may have been authorised and the reserved funds have not yet been released.
  • the merchant does not accept Mastercard prepaid cards.

If your card gets stolen, you can lock your card at Your card information to prevent your card being used. Providing you have the proxy number (the PN number on the back of your card and in the letter that came with your card), we can organise a replacement card for you. A $15 fee applies. Contact us at info@ugca.au to organise a replacement card for you.

Important: you should also check your transaction listing at Your card information to ensure there are no unauthorised transactions on your card. If you have any unauthorised transactions, you also need to send an email to disputes@ugca.au to report your unauthorised transaction/s and we will assist you to lodge a dispute claim.

Our ability to investigate a disputed transaction on your behalf is limited to the timeframes imposed by the Visa and Mastercard scheme rules and the maximum timeframe is 120 days. A claim for a fraudulent transaction must be lodged with us within 120 days of the date of the disputed transaction. Claims lodged outside of this timeframe will be denied.

This is a fraud prevention measure. It helps protect you against fraud and ties the card to you, the cardholder. We also need to be able to identify cardholders when enquiries are made on our Customer Support team. Having personal cardholder information ensures Customer Support are speaking to you for matters relating to your card.

You can buy prepaid gift cards from https://giftcardstore.com.au.

If your card product includes PAYS integration, you will be able to add it to your PAYS wallet. Login to your card account at https://ugca.au and check to see if the PAYS logos appear, this will indicate whether your card can be used in a PAYS wallet. If your card is phone wallet enabled, with your plastic card in front of you, go to your phone wallet on your phone and follow the instructions to add a card to your wallet.

Your card must be activated by the date shown on the accompanying letter or it will be cancelled, and the funds forfeited. To activate your plastic card, please click Activate My Card and follow the prompts. To activate a digital card, follow the instructions on the SMS you received with your card information.

For security purposes, your card has a Card Proxy ID that is required to activate your card and to view your card balance or transaction history. For plastic cards, your Card Proxy ID is the PN number located on the back of your card.

Important: we will never ask for your card number. You must not disclose your card number to any website or person except for the purpose of making a purchase. You are liable for any loss or unauthorised transactions on your card where you have disclosed your card number other than for the purpose of making a purchase.

At the time of activation, you will be asked to provide personal information before you can activate your card. This information is required for identification and security purposes. Once the card is activated, the funds will be available instantly.

If you have misplaced your card or wish to block it for other reasons, you can lock you card by going to Manage my card from the homepage. You can later unlock your card the same way.

If the retailer accepts split transactions, you can use your prepaid card and another chosen payment method for your purchase. Unfortunately, most online merchants do not accept split payments.

If you lose your plastic card, you can lock your card at Manage by Card to prevent your card being misused. If you find your card you can unlock it using the same process. If you don’t find your card, providing you have the proxy number (the PN number on the back of your card and in the letter that came with your card), we can organise a replacement card for you. A $15 fee applies. Contact us at info@ugca.au to organise a replacement card for you.

Card Proxy ID or PN is a secure nine (9) character code used for all card queries at https://ugca.au and into our Customer Support Team. For plastic cards, this can be found on the back of your card.

Plastic and Digital Gift Cards can be used in any store in Australia or overseas and online where Mastercard prepaid cards are accepted, provided the merchant can process it electronically. They can be used for full or part payment for goods and services. Any number of purchases can be made with the card until the balance reduces to zero. No change will be given. Cards cannot be used for telephone purchases.

Credit. Even though a prepaid card is not a credit card, we use credit card settlement processes.

You can change your PIN by selecting Manage my card which will prompt you to log in to your card account and then take you to Your card information. From there you can select Change PIN.

If your card is a plastic card, you can find the CVV on the back of your card. If your card is a digital card, you can find the CVV within the Universal Gift Card app. Click the flip button on the card image to reveal the 3-digit CVV.

Like all payment cards, prepaid cards should be safeguarded and treated like cash. However, prepaid cards are more secure than cash. Unlike many store cards, if your card is lost or stolen, you need to report it to us so that we can replace it.

Your card is compatible with Apple Pay, Google Pay and Samsung Pay. For instructions on how to use Apple Pay in store, visit https://www.apple.com/au/apple-pay. For instructions on how to use Google Pay in store, visit https://support.google.com/googlepay/?visit_id=638115114809501394-4158030481&rd=1#topic=12369512. For instructions on how to use Samsung Pay in store, visit https://www.samsung.com/au/apps/samsungpay.

Merchants have their own policy on accepting returned goods. If a merchant accepts the return of goods purchased with the gift card, then the merchant will process a refund. However, such credits are not immediate. Please check your transaction history for the refund.

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