Keep your cards safe
Card present transactions
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Memorise your Personal Identification Number (PIN) and never write it down
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Don’t tell anyone your PIN – if you’d prefer for someone else to have access to your account, make them a signatory
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Place your hand over the keypad when you're entering your PIN
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Use payWave where you can so that your card never leaves your control
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Keep all receipts in a safe place or destroy them appropriately (you can request a receipt for all transactions including small ticket items and payWave)
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Never let your card out of your sight during a transaction
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Sign a new card as soon as you receive it
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When using an ATM, make sure you take your card, receipt and cash with you
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Destroy your cards when they expire
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If you’re travelling overseas, provide People First Bank with your contact details and travel plans so we can check on any suspect transactions
Online transactions
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Shop at secure and reputable websites. You can identify a secured website by looking for “https” in the web address of the URL
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Research the merchant before placing an order. Check for a physical address or contact phone numbers and ensure appropriate refund policies are disclosed
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Read the website privacy and security policies to understand how your personal and card information will be collected, stored and shared
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Provide only necessary personal information to complete the transaction. Don’t send credit card numbers via email
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Keep records of all transaction details such as order confirmations for future reference
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Be wary of sites offering free trials. The general rule is if you have to provide your card number it is not free. Be wary of charges that may occur if you don’t cancel the trial within a prescribed period
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Be wary of unrealistic offers or prices. If it looks to good to be true, it probably is
ATM transactions
A common risk using ATM’s is card skimming. Card skimming is the term used for the unauthorised capture of card details when using an ATM or EFTPOS machine. The card details are then transferred over to a counterfeit card and used to access your account without your knowledge. Skimming devices can be fitted to the front of ATMs or kept out of view and used by shop staff.
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Check for signs an ATM may have been tampered with. Warning signs may include changes to the card reader slot, any unusual objects or signs of tape or adhesive
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Don’t use an ATM that appears to have been tampered with or damaged
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Cover your PIN when entering it into a terminal
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Keep your card in sight at all times when making EFTPOS transactions
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Be wary if asked to swipe your card multiple times or the shop assistant uses multiple EFTPOS machines
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Make sure you take your card, receipt and cash with you
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Use payWave where you can so that your card never leaves your control
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If for any reason you believe an ATM appears as though it has been tampered with, or if you think your card details or personal information has been compromised, contact us immediately on 13 11 82
FAQs
If your card is lost or stolen during business hours, call us on 13 11 82 or visit your nearest branch as soon as possible. We can cancel your current card and arrange for a new card to be mailed to you.
Outside of business hours, call the Visa 24 hour hotline on 1800 648 027. You'll then need to contact us to arrange for a new card to be sent.
If you're overseas when you lose your card, please contact us on +61 2 8299 9101. If you need to arrange for an emergency Visa card to be issued to you, visit the Visa website to find the contact details for each country.
There may be a fee for ordering a replacement card. Refer to our Disclosure documents for more details.
Customers can temporarily lock and unlock their card via Digital Banking:
People First Bank App and Online Banking:
- Navigate to the cards via the homepage.
- From there you can lock or unlock your card via the toggle. A locked card is reflected by a green toggle and the card image will also be updated to reflect this.
- To unlock a card, simply swipe the toggle back to grey. Allow a couple of minutes for the unlock to become effective.
You can update your PIN through our People First Bank App or online using Online Banking.
Alternatively, you can change your PIN at any People First Bank ATM.
We are also here to assist with PIN changes by calling 13 11 82. To complete this process, you might be asked a series of identification questions.
You can update your PIN through our People First Bank App or online using Online Banking.
Alternatively, you can change your PIN at any People First Bank ATM.
We are also here to assist with PIN changes at your local branch, or call 13 11 82. To complete this process, you will be asked to provide appropriate ID.
Call us immediately on 13 11 82, contact us via the website, or go to your nearest branch and speak with a consultant.
An outstanding authorisation is when the amount of a purchase (e.g., Hotel stay) has been held on your account to allow the merchant to process the transaction.
It can also be used as a security measure for transactions such as Hotel stay or Car rental deposit.
In most cases, the hold remains in your account for up to 5 days, or until the merchant completes the processing. However, some merchants can request a longer hold for up to 30 days. If the merchant does not complete the transaction, the amount automatically drops off the system after the requested period ends.
Whilst the authorisation is in place your available credit balance is reduced by that amount, but not the balance owing on the card.
Yes, they are Visa payWave is safe:
- You are in control - your contactless card never leaves your hands to make a payment
- No accidental payments - your contactless card must be extremely close to the reader at the checkout to work
- Customers won't be double-charged for the same transaction even if the card touches the reader more than once.
- The maximum reach of 4cm means that you can't unknowingly pay for another person's purchase
- It is virtually impossible for any of your Visa card details to be intercepted while in use. Each payWave card reader contains security based on industry-wide standard.
- You're covered by Visa's Zero Liability policy* so you won't be held for fraudulent charges or unauthorised purchases.
*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. Additional VISA charges may apply. Please contact your financial institution for further details.
You will need to contact us to arrange for a new card, as captured cards are not returned to People First Bank.
There may be a fee for ordering a replacement card. Refer to our Fees & Charges document for more details.
Merchant Category Code (MCC) blocking allows customers to restrict usage of a card based on merchant type (at the individual card level).
This allows our customers to easily manage their spending and security options on their cards.
For example, customers can block liquor purchases (bars, pubs, night clubs and liquor stores), or gambling purchases (online gambling, horse & dog racing and other gambling transactions including the purchase of a lottery ticket).
To update your Merchant blocking in your Digital Banking account:
- Click on 'Card controls'
- From there you can select the merchant type to block, using the toggle.
Keeping your banking safe
Fraud and scams
Learn about how we protect your banking details and find resources to help avoid scams and fraud.
Digital Banking security
Find out more about how we keep your information safe, and how you can protect yourself online.
Identity security
Tips to help minimise the chances of identity theft.
Need some help? We've got you covered.
Get in touch with us and we can help you get the answers you need.
Access forms, brochures, support articles, FAQs and more below.
Log into Digital Banking to send us a secure message by clicking the link below, or by using your People First Bank App.
