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FAQs - Visa Debit Card

Card Activation

You can activate your card in one of two ways:

  • Online: Log in to Internet Banking, go to Services & Settings > Cards, and follow the prompts. 
  • By phone: Call Client Services on 1800 147 105.

Tips: 

1. Have your card ready before starting the activation process

2. If you have not yet registered to online banking please refer to our online video.

Please ensure your card is activated within 180 days from the date the card was issued. If your card is not activated within this timeframe, we will need to deactivate your card for security purposes and then a new replacement card will need to be requested at a fee. For more information about the fees, please refer to the Rabobank Schedule of Standard Fees, available on Rabobank Australia Legal page.

Your card will be ready for use within 15 minutes after activation.

If you require assistance, please contact Client Services on 1800 147 105.

PIN

  • If this is a new card, your PIN has been sent separately. You can change your pin by visiting your local branch or by attending a Cashcard ATM. Please note that to change your PIN at a Cashcard ATM, you must know your current PIN.
  • If this is a renewal card, you can continue using your existing PIN.

You can change your Debit card PIN number by visiting your local branch or CashCard ATM.

Card Usage

You won’t need to enter your PIN for purchases up to $200 with Visa payWave (Tap and Go) Australia-wide. For purchases over $200, you’ll need to enter your PIN. If you use an ATM or swipe or insert your card at an EFTPOS terminal, you’ll still need to enter your PIN.

Yes, you can use your Visa Debit card anywhere in the world where the  Visa Symbol is displayed, including at ATMs and merchant payment terminals.

When using your card overseas or for online purchases in a foreign currency, a foreign conversion fee may apply.

For full details on applicable fees, please refer to the Rabobank Schedule of Standard Fees, available on Rabobank Australia Legal page.

Card Limits

When you request a Visa Debit Card, you can choose one of the following daily access limit options:

Option 1:  Daily Card Limit $25,000, of which up to $5,000 may be cash withdrawal
Option 2:  Daily Card Limit $5,000, with nil cash withdrawal
Option 3:  Daily Card Limit $10,000, of which up to $1,000 may be cash withdrawal

Yes, you can change your Visa debit card limits.

To decrease your limit
Please call us on 1800 025 484, 6am – 8pm, Monday to Friday (Sydney time).

To increase your limit temporarily
Temporary Limit increases can be requested by the account owners for up to a maximum of 30 days.  Please call us on 1800 025 484, 6am – 8pm, Monday to Friday (Sydney time).

To increase your limit permanently
Please complete the Visa Debit Card Maintenance Advice Form and email it to ‘sydney.client.services@rabobank.com’.

Card Security

If your card has been lost or stolen it’s important to inform us as soon as possible. If you fail to notify us, you may be liable for any unauthorised transactions made on your account.

To report your debit card as lost or stolen, please contact:

These offer you protection against the unauthorised use of your Rabobank Visa Debit card for online shopping at participating Visa Secure (formerly known as Verified by Visa) or eftpos Secure online merchants.

At these merchants, when you check out online with Visa Secure and eftpos Secure, you may be sent a one-time SMS passcode to enter on the verification page before you can complete the purchase.

Not all online retailers will have Visa Secure or eftpos Secure on their site, in which case your purchase will be treated like a regular transaction.

 

You will be redirected to a Visa / Rabobank transaction authorisation screen, where you will be required to enter the code that would have been sent to your registered mobile device.

You will be sent a 6 digit code to your mobile device that you will need to use to authorise the transaction.

Please call Rabobank Monday - Friday 6am - 8pm (Sydney time) on 1800 025 484. We will make sure your mobile number gets registered so that you are advised on your next online debit card purchase.

The Visa Secure might have deemed your transaction as inconsistent and has prompted you to authorise the transaction. If the authorisation fails, the transaction will be declined.

Also if your mobile number is not registered with Rabobank, your online transaction will be automatically declined.

Please call Rabobank Monday - Friday 6am - 8pm (Sydney time) on 1800 025 484. We will assist to get this transaction authorised and also we will make sure your mobile number gets registered so that you are advised on your next online debit card purchase.

If you call us out of hours, you will be redirected to  Fraud Bureau Service who can assist to get this transaction authorised. You will still need to call Rabobank during business hours to make sure that your mobile number gets registered so that you are advised on the next online debit card purchase.

You are responsible for taking reasonable steps to keep your Visa Debit Card and related details secure. This includes:

Keep your card safe and do not share it with anyone.

Protect your PIN:

  • Never write it down or store it with your card.
  • Do not share it with anyone.
  • Choose a PIN that is hard to guess.

Protect your card details:

  • Do not share your card number, expiry date, CVV, or security codes.
  • Be cautious of emails, texts, or calls asking for card details — these may be scams.

Monitor your account regularly and report any suspicious transactions immediately.

Notify us promptly if your card is lost, stolen, or compromised.

In order to make a purchase, your card has to be within 4cm of the payWave reader and held there for half a second. On top of this, the merchant has to enter an amount into the EFTPOS machine. This means your card won’t be able to pick up purchases if you’re walking near a reader.

Card Replacement

Your new Visa Debit card will be sent for delivery 30 days before your old one expires. It can take up to 7-10 business days to receive your new card.

If you’re unsure about when your card is set to expire, you can check the expiry date on the front of your card.

Always make sure that we’ve got your correct address on file. You can update your details via Internet Banking or by calling Client Services on 1800 025 484.

To cancel your card, Contact:

To request a replacement card for a damaged Visa Debit Card:

  • Call us on 1800 025 484 - Client Services team (Monday – Friday, 6am – 8pm, Sydney time)

OR

A replacement card with the same card number will be issued within  7-10 business days. You can continue to use your current card until the new one arrives.

Please note there will be a $10 fee charged for domestic card replacement. 

Disputing a Visa card transaction

You may be able to dispute a transaction if:

  • Transactions you believe are incorrect (amount or merchant)
  • Transactions you believe you did not authorise
  • Transactions that you may suspect are fraudulent
  • Duplicated transactions
  • ATMs that dispensed an incorrect amount
  • Goods or services that you did not receive or that were faulty (in these cases we may ask you to contact the merchant in the first instance before raising a Transaction Dispute) or
  • Recurring direct debits and regular repayment authorities that you have previously cancelled or you do not recognise (for example, Gym membership or Health insurance).

To help us investigate, please:

  • keep all receipts and transaction records received from merchants, ATMs, and electronic equipment.
  • Check your account statements promptly for accuracy.  

If you find a transaction you don't recognise, or believe is unauthorised, it could be due to several reasons.  Review your recent purchases and any subscriptions, this may help you identify the transaction or confirm if it is invalid.

Call Us

You can dispute a transaction by contacting our Client Services team:

Visit a Branch

You may also visit any of our branches, where our team can assist you.
You will need to complete a Disputed Transaction Claim Form to progress your claim.

Contacting the Merchant

If your dispute relates to goods or services (for example, items not received, faulty products, or service issues), you may choose to raise the complaint directly with the merchant first.

General

Once your card expires, please cut through the chip and your personal details and ensure secure disposal in your normal waste.

Yes, you can link up to two accounts to your Visa Debit card.

When using EFTPOS or ATMS:

  • If only one account is linked (e.g., All In One account), selecting Credit, Cheque, or Savings will access that account.
  • If a second account is linked (e.g., an individual account), selecting Savings will access the second account, while Credit or Cheque will access the first account.

Important to Know:

  • For international purchases, online transactions, phone payments or pay wave, the payment will always be debited from the 'Credit' account.
  • If you have two accounts linked, you must insert your card at an EFTPOS terminal and select the correct option (Cheque/Savings/Credit) to ensure funds are taken from the right account.

Whether or not you’re charged a fee when you use your Visa Debit card depends on the type of transaction. Transactions for which you may be charged a fee include:

  • Using an ATM
    The ATM operator may charge a fee, which will be disclosed on the screen before you complete the transaction.

  • Using your card overseas
    You can use your card anywhere in the world where the Visa logo is displayed, however, a foreign currency fee will likely apply.

  • Merchant surcharges:
    Some merchants may apply a surcharge for card payments. This could be a small fixed amount or a percentage of the transaction total, and must be disclosed at the terminal before you complete the payment.

For full details on applicable fees, please refer to the Rabobank Schedule of Standard Fees, available on Rabobank Australia Legal page.