What is a CANVAS Visa® Prepaid Card?
CANVAS is a reloadable Visa® Prepaid card that gives you a better way to manage your money. It can be used at millions of Visa retailers worldwide, including online and at ATMs.
CANVAS Cards are prepaid, which means you can only spend the amount that you’ve loaded onto your card and because it’s reloadable you can simply load more money onto your card when you need to. How to Load Money.
Why should I get a CANVAS Card?
• Freedom to Shop – in stores, online and at ATMs, wherever Visa Prepaid cards are accepted worldwide.
• Manage your Money – only spend what you’ve loaded onto your card.
• Easy to Budget – there is no risk of spending more than you can afford.
• Cost Effective – no interest charges or hidden fees making CANVAS a cost-effective way to manage your money.
• Reloadable – reload money onto your card when you need to, using one of our convenient load methods.
• Works with your Mobile – send money using your mobile phone with YAP.
What is a Visa Prepaid card?
A Visa Prepaid card works in a similar way to a Visa credit card allowing you to pay by Visa but because it’s prepaid, there is no credit facility so you can’t spend more than the available balance. Cardholders are limited to spending the amount of money they have loaded onto their cards and if they attempt to make purchases or withdrawals that exceed the available balance, the transaction will be declined.
Is it a credit card?
No, there is no credit facility on your CANVAS Card. With a credit card you have access to an agreed credit limit; however CANVAS is a Visa Prepaid card which means you are limited to spending the amount you have loaded onto your card – a credit limit is not assigned.
How do CANVAS Cards work?
1. Get a Card – Online or In store
2. Activate it – Online or by calling 1800 171 254 (call charges apply)
3. Load it – How to Load
4. Use it – at millions of Visa retailers worldwide.
5. Reload it – using one of our convenient load methods.
What’s the difference between a Standard CANVAS Card and a High Limit CANVAS Card?
Standard CANVAS Cards ($7.95) are available in stores and online, but you can only get High Limit cards ($19.95) online.
The main difference between the two cards is the card funding limits, see details below.
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Limits Standard Card High Limit Card -
Maximum Available Balance $1,000 $9,999 -
Maximum single Funds Credit (as long as it does not cause Available Balance to exceed maximum above) $1,000.00 $7,500.00 -
Maximum aggregate Funds Credits during any period of 30 days $2,000.00 No separate limit -
Maximum aggregate Funds Credits during any period of 12 months No separate limit $50,000.00
All values are in Australian dollars.
Retail outlets are unable to load more than $1,000 onto your card. Some retailers may also have lower limits in place. To load a value greater than $1,000 onto a CANVAS High Limit card please load funds via BPAY. If you try to add funds in excess of the amounts stated above, or if the added funds will take your card’s available balance to greater than the maximum specified, your transaction to add funds will be declined and you will need to contact your bank to have them reversed.
Who can buy a CANVAS Card?
Anyone. There are no age restrictions when purchasing a CANVAS Card, however cardholders are required to verify their identity before they can activate their card.
How many CANVAS Cards can I have?
You can only have one CANVAS Card registered in your name at one time. If you are purchasing a CANVAS Card for a friend or family member, you will need to register using their personal details.
Can I register my CANVAS Card with PayPal?
Yes you can.
If you already have a PayPal account, login to your PayPal account and navigate to your Profile page. Under Financial Information select Credit/Debit Card options. Select Add a Card and enter your CANVAS card details. PayPal will debit $1 from your CANVAS card and put a unique code in as a reference. This is done for security reasons, to verify that you are the owner of the card. You can find the unique reference code on the Transaction History page of your CANVAS account. Note you will be asked to enter the reference code when logging in to your PayPal account for the first time.
If you are new to PayPal, you can register a new account, then link your CANVAS card as per the steps above.
Getting a CANVAS Card
Where can I buy a CANVAS Card?
Online
The quickest way to get a CANVAS Card is online. Get Card Now.
In-store
You can purchase CANVAS Cards from participating retailers throughout Australia including select Australia Post outlets. See our Store Locator page to find a retailer closest to you.
Why do I need to verify my identity?
For your security and to comply with Visa regulations we verify each CANVAS Cardholder’s identity before a card can be activated.
How do I verify my identity?
It depends if you are purchasing a Standard CANVAS Card or High Limit CANVAS Card.
STANDARD CARD
Online
We can verify your identity during the registration process using your Passport, Australian Driver’s Licence or MediCare Card.
Verify Later via Fax, Email or Post
Copies of two forms of identification.
• Each document must clearly show your name.
• One document should contain a photo.
• And one document should confirm your current address.
The following documents may be used as valid forms of identification
1. Valid passport or international travel document (issued by a government)
2. Valid driver’s licence
3. MediCare Card
4. Valid State or national ID card
5. Birth Certificate
6. Utility Bill/Statement containing your name and address (no more than six months old)
7. A statement or letter from a financial institution containing your name and address (no more than six months old)
8. A valid school or university identification card
9. A letter from a school, university or reputable education provider containing your name and address (no more than six months old)
HIGH LIMIT CARD
Australian laws require Identity Verification for High Limit cardholders to be completed in person. You will be provided with an ID Form and instructions on how to complete your Identity Verification once you have completed your registration online.
ID Verification for High Limit cardholders must be completed in person at an Australia Post outlet.
Activating my Card
How do I activate my CANVAS Card?
You must activate your CANVAS Card online.
I have received a CANVAS Card in the mail with my name on it. What should I do with my store purchased card now?
The CANVAS Card with your name printed on it is a personalised card to replace the CANVAS Card you purchased in store. You will need to activate your personalised card before you can use it. Upon activation the funds will be transferred from your store purchased card onto your personalised card and your store purchased card will be closed. To activate your personalised CANVAS Card now click Activate Card Now.
What’s my card’s CVV2 number?
When activating your CANVAS Card or making a purchase online you may be asked to enter your card’s CVV2 (otherwise known as a security number). On the back of your card on the signature panel is a series of numbers. Your CVV2 is the last three numbers in that series.
Loading Funds
Why do I need to load funds onto my card?
CANVAS Cards are prepaid, which means you can only spend the amount of money you have loaded onto your card, so you need to load funds onto your card before you can begin using it. It’s also reloadable which means you can keep loading funds onto your card (as long as you stay within your card limits) as many times as you like until the card expires.
How do I load money onto my card?
Load money onto your CANVAS Card using a Reload Pack, BPAY® or by loading cash participating retailers.
Other CANVAS Cardholders can also load money onto your card by sending you money using YAP.
What is a Reload Pack?
Get a Reload Pack from an Australia Post outlet to load money onto your card. Reload Packs are available in $50, $100, $250 and $500 denominations. Money loaded via a Reload Pack can be applied to your card at www.load2card.com.au or by calling 1800 254 731. Activate a reload pack now.
What is BPAY®?
BPAY is an electronic payment service offered by many Australian Banks, Building Societies, Credit Unions and Financial Institutions.
To add funds to your card using BPAY, you first need to be registered for Internet or Phone Banking with your Financial Institution, then follow the BPAY instructions of your bank or financial institution and use the CANVAS Biller Code 535518 and your 16 digit card number as the reference number.
It can take up to 72 hours, depending on the time of your BPAY transaction, for your funds to be available for use. Delays that are out of our control may occur because of weekends, public holidays or any issues with the BPAY system. ® Registered to BPAY Pty Ltd; ABN 69 079 137 518.
How do I load funds at retail outlets?
To load funds onto your card at a retail outlet, take your CANVAS Card in to a participating retail outlet nationwide. Tell the shop attendant you’d like to load funds onto your CANVAS Card, and let them know how much you would like to load. They’ll swipe or scan your card to load the funds and then provide you with a printed receipt with the details of your transaction.
Funds loaded at retail outlets should be available for use almost immediately.
Note: Retailers are unable to load more than $1,000 onto your card. Some retailers may also have lower limits in place.
Using my CANVAS Card
Where can I use my CANVAS Card?
You can use your CANVAS Card for purchases where Visa Prepaid cards are accepted worldwide. This includes millions of Visa merchants whether it is in stores, online, over the phone, via mail order or at ATMs.
Is there anywhere I can’t use my CANVAS Card?
You cannot use your CANVAS Card for:
• “Pay at the pump” at petrol stations – if you wish to pay for fuel using your CANVAS Card, you will need to pay at the counter
• For online gambling purposes
Why did my card get declined when I tipped?
Be aware when using your CANVAS Card at Motels, Hotels, Restaurants, Car Rentals, Cruise Companies and Mail Orders as some of these merchants are likely to automatically factor in a tip or incidentals (in the case of hotels) of up to 20% when taking payment. If your bill, plus the additional 20% exceeds the available balance on your CANVAS Card, the transaction will be declined. To avoid this from happening, one option is to instruct the merchant to deduct the remaining balance only from your CANVAS Card and use another form of payment for the balance, tip or incidentals.
Can I use my card on the internet?
Yes, you can securely use your CANVAS Card for online transactions where Visa is accepted as a payment method.
Can I register my CANVAS Card with PayPal?
Yes, you can register and use your CANVAS Card on PayPal. When registering with PayPal, a nominal amount is debited, usually around $1. Therefore you must have at least $1 of available funds on your CANVAS Card or your registration will be declined.
What happens if I make a purchase that exceeds my available balance?
If you try to use your CANVAS Card for a transaction that is greater than the remaining available balance, the transaction will be declined.
Note retailers are not able to view your available balance so make sure you have checked your balance before making a purchase.
How do I check my card’s balance?
Online
Visit the Account Details section of your account.
Using your Mobile Phone
If you are enrolled with YAP, SMS BAL to 0451 927 927 (0451 YAP YAP). You will receive a reply from YAP with your card’s available balance.
How do I check my card’s transaction history?
Online
Visit the Transaction History section of your account.
Using your mobile phone
If you are enrolled with YAP, SMS LAST to 0451 927 927 (0451 YAP YAP). You will receive a reply from YAP with details on your last transaction.
About YAP
What is YAP?
YAP is a mobile service that allows you to link your CANVAS card to your mobile phone. With YAP, you can send and receive money from your CANVAS card, check your CANVAS card balance and most recent mobile transactions all using your mobile phone.
You must be enrolled in YAP before you can start using any of the YAP functions. To enroll, log in to your account and visit the YAP Mobile Services section where you can request to have the YAP enrollment SMS sent to your mobile phone. More About YAP.
How do I enroll in YAP?
Enrolling in YAP is FREE.
If you’re an existing cardholder, follow these simple instructions to get started.
1. Log in to your account
2. Go to the YAP Mobile Services section of your account
3. Click the Get Started button. YAP will send you an SMS asking you to complete your enrollment.
4. Reply Y to complete your enrollment.
If you are new to CANVAS the YAP enrollment SMS will automatically be sent to your mobile phone as soon as you activate your card.
Didn’t receive the message?
Visit the My Profile page at your account to check that the mobile phone registered to your account is correct or call Cardholder Services for more information.
How much does YAP cost?
All YAP mobile services are FREE including enrollment.
*Standard SMS fees may be charged from your mobile network provider depending on your plan.
How do I use YAP?
See the YAP User Guide for step-by-step instructions for using YAP.
I received money through YAP. How do I get my money?
If you are already a CANVAS cardholder and you are enrolled in YAP the money you receive will be automatically loaded onto your card. If you are not a CANVAS cardholder you will be required to accept the payment and will be given instructions on how to receive your money.
Can I send money to someone who is not registered with YAP?
Yes, you can send money to anyone in Australia who has a working mobile phone even if they have not enrolled in YAP or don’t have a CANVAS card.
If the recipient does not have a CANVAS card, we’ll walk them through the easy sign-up process to get a CANVAS card and enrol in YAP. Once they have completed enrollment, the money you sent them will be loaded onto their new card. If they don’t enrol, the funds will be transferred back to your card account.
Can I receive money from someone who is not registered with YAP?
No. Only YAP registered users can send money.
How long will it take for my YAP Send transactions to be credited to the receiver?
Sending money with YAP is instant. When you send money to another CANVAS cardholder, it is immediately loaded directly onto their card account.
If the recipient doesn’t have a CANVAS Card, they will need to sign-up for a card and enroll in YAP. Once they have completed enrollment, the money you sent them will be loaded onto their new card.
What happens if I try to send more money than I have in my account?
Don’t worry, if this happens the money will not be sent. YAP will immediately send you an SMS to let you know you don’t have sufficient funds to complete the transaction. You can find out how much money you do have in your account using the “BAL” function.
How secure is YAP?
YAP is safer than carrying cash. Here’s why.
• With YAP, you can make payments without having to carry cash. YAP also offers you a guarantee that protects you 100% against fraud. If your phone is ever lost or stolen just call Cardholder Services within 24 hours on 1300 725 796 to have the YAP functions on your card stopped.
• Every time you send money using YAP, we will ask you for your 5-digit YAP PIN to ensure you are the cardholder and that your account is safe and protected. For security purposes, we advise you to delete any SMS messages you have sent or received through using YAP.
• YAP invests in your safety. The system that we use to protect your money and personal information is the same used by the safest banks in the world.
• YAP employs a team of experts whose sole job is preventing fraud and protecting your money.
What should I do if my mobile phone is lost or stolen?
Call Cardholder Services on 1300 725 796 and let the agent know that you want to stop YAP functions on your phone because your mobile phone was lost or stolen.
What is my YAP PIN?
Your YAP PIN (Personal Identification Number) is a 5-digit security number to that you need to be able to send money using YAP. This will help keep your funds safe and ensure that you are the only person that has access to the funds on your CANVAS card.
Your YAP PIN is defaulted to be the last 5-digits of your CANVAS card number until changed. We recommend you change it immediately for security reasons.
How can I change my YAP PIN?
You can change your YAP PIN online at any time in the YAP Mobile Services section of your account.
Why do I have a YAP PIN and an ATM PIN?
Your YAP PIN is a 5-digit number that you use to send money using your mobile phone and your ATM PIN is a 4-digit number that you use to withdraw cash at an ATM.
What is the maximum amount of money that I can send through YAP?
The maximum you can send through YAP is $500 per transaction and $1000 in a 30 day period.
Problems
What happens once my CANVAS Card expires?
When your CANVAS Card expires, your card and account will be closed. We issue all active cardholders a replacement card 30 days prior to their card’s expiry. See the Product Disclosure Statement for more information. If you do not fall under this category you can simply get a new card online or at one of our participating retailers.
What happens if I forget my ATM PIN?
Call our Cardholder Services team on 1800 171 254, or +1954 514 8950 if you are calling from outside Australia to have your ATM PIN reset. Call charges may apply. You can change your ATM PIN at your account but you will be required to provide your current ATM PIN to do so.
What happens if I forget my password for My Account?
You can have a temporary password sent to the email address you have registered against your account. To have your password temporarily reset, visit the Help Logging In page.
How do I get a refund on a CANVAS card or Reload Pack purchase?
If you would like a refund issued for an inactive CANVAS Card or inactive Reload Pack, you can complete a funds redemption form (available by clicking the link below) and send it to us by:
Post
Rêv Australia
Reply Paid 614
Pyrmont, NSW 2009
What should I do to dispute a transaction on my CANVAS card?
If you have any concerns about a transaction on your CANVAS Card, you should in the first instance contact the merchant directly to resolve the issue. If you are unable to resolve the issue with the merchant you can complete a dispute resolution form (available by clicking the link below) and send it to us by:
Post
Rêv Australia
Reply Paid 614
Pyrmont, NSW 2009
What happens if my card is declined?
It is most likely your available balance is less than the amount of the transaction or withdrawal. If you believe there is an issue with your card’s available balance (once you have checked your balance on the website or using your mobile phone) then contact us by email at info@mycanvascard.com.au or by phone on 1800 171 254, or +1954 514 8950 if you are calling from outside Australia (call charges may apply).
Please be aware that some merchants such as restaurants, hotels and rental cars require the available balance on the card to be greater than the purchase amount to ensure sufficient funds to cover tipping or incidental expenses. However, only the actual amount of your final purchase will be deducted from your card. Please refer to the Product Disclosure Statement for more details.
What happens if my CANVAS Card is lost or stolen?
Please advise our Cardholder Services Team on 1800 171 254, or +1954 514 8950 if you are calling from outside Australia as quickly as possible to have the card cancelled. Call charges may apply.
Should a replacement card be issued, any remaining available balance will be transferred to the new card less a $15.00 card replacement fee and any applicable phone charges.
What happens to my card if I suspend it?
Your CANVAS Card will be temporarily stopped and you won’t be able to use the card until you unsuspend it. You can control the status of your card your account. There are no fees incurred when changing your card’s status and you can change it as often as you need to.
I noticed my card has been suspended. Why is this?
If your card has been inactive (no loads or transactions have been made using your card) for longer than 2 months we will temporarily suspend your card for security reasons. If we temporarily suspend your card we will display a message in your account to let you know that this has been done.
When you’re ready to use your card again, you can simply unsuspend your card on the Card Status page. Remember changing your card status is free of charge and you can change it as often as you like.
What should I do if I have a complaint?
You can contact Cardholder Services on 1300 725 796 during business hours or contact Heritage on 13 14 22. Heritage will handle all complaints that are referred to it according to its internal dispute resolution procedure.
Fees
What are the fees associated with using a CANVAS Card?
See our Fees page for a full outline of cardholder fees.
Do I still pay a monthly management fee if my account balance is $0?
No, you will only pay the monthly service fee when your CANVAS Card has a positive balance.
If I don’t use my CANVAS Card for six months, will I be charged an inactive account fee?
No, you will only be charged the $2.95 monthly service fee.