Card Management

Manage your card online

To effectively manage your regional seniors travel card, you have the option to register it on the card services website. Simply visit the website here and you will be able to:

• Activate your card
• Check your balance
• View your transaction history
• Report a lost or stolen card
• Change your PIN

Note:

If you wish to manage your 2023 regional seniors travel card on the card services website, you will need to create a new login and username. You cannot use the same account to manage your previous regional seniors travel card(s).

Manage your card over the phone

Alternatively, you can call card services 24/7 at 1800 569 070 for assistance with any of the services mentioned above. Please try calling outside business hours if the line is busy.

Card activation

You must activate your regional seniors travel card within 45 days of receiving your card letter. Failure to activate the card within this time frame will result in cancellation.

To activate your card, you have two options:

- Contact card services by phone or online. Follow the provided prompts for activation.

Your PIN

Your 4-digit PIN will be mailed to you separately in a designated envelope. This PIN will be used for transactions at retail outlets. However, it will not be necessary for phone or online transactions.

You can either use the issued PIN or choose a PIN of your own. If you need to change or reset your PIN, simply contact card services and follow the instructions.

In cases where you enter your PIN incorrectly three times at a payment terminal, your card will be frozen for 24 hours. After this period, you will be able to use your card again.

Please note that regional senior travel cards cannot be used at ATMs and may not be returned if attempted.

Protecting your card and PIN

To ensure the safety of your card and PIN, it is important to take the following precautions:

• Do not share your PIN with anyone else
• Keep your PIN separate from your card
• Sign the back of your card upon receiving it
• Avoid writing your PIN on the card
• Avoid storing your PIN in your phone or wallet
• Destroy the PIN letter once you have memorized your PIN

Card expiry

Each card remains valid for 14 months from the date of issuance. The expiry date is displayed on the front of your card.

Please ensure that you utilize the full $250 amount before the card expires. Any remaining funds on the card cannot be used after the expiry date.

Card balances

To check the balance on your card, simply contact card services either by phone or online.

If your travel-related expenses exceed your card balance, you will be responsible for paying the outstanding amount. The NSW Government is not obligated to cover the remaining balance.

In the event that your card lacks the necessary funds to complete a payment, the transaction will be declined and there may be an obligation for you to cover the cost of the purchase.

Should your balance drop below $5, you will have a period of 30 days to utilize the remaining amount before your account is closed. Any remaining balance on the card will then be returned to the NSW Government.

Any funds that remain unused on your card after the expiration date indicated on the front of the card will be returned to the NSW Government and will not be retrievable by you. It is advisable to spend the $250 before your card expires.

Declined transactions

Various reasons can lead to a declined transaction when using your card. These include:

• making purchases unrelated to travel
• attempting transactions at restricted retailers or organizations
• using the card at retailers that do not utilize the appropriate merchant category code, such as a supermarket code for fuel sales
• trying to purchase an item or service that exceeds the value of your card balance

Dispute a charge

To contest a charge, please download and print the PDF version of the regional travel card dispute form. Fill out the form, then scan or take a photo of it to send via email to the address provided on the form. Alternatively, you can visit the nearest Service NSW Centre for assistance.

Lost, stolen or damaged card

If your card is lost or stolen, it is crucial to contact card services promptly through phone or online means to cancel your card within 24 hours. You can request the remaining balance to be transferred to a new card.

In the unfortunate event that your card is lost or stolen and the remaining balance is less than $5, the transfer of funds to another card will not be possible. Consequently, your account will be closed.

Authorised representative

If you have an authorized representative acting on your behalf, they can apply for and manage your regional seniors travel card legally.

Your authorized representative can submit an application on your behalf by visiting a service centre and providing the necessary documentation. If you have already applied for your regional seniors travel card, your authorized representative can register to manage your card by presenting the same documentation at a service centre or by sending a scanned copy or clear photo of the required documentation to the email address specified on the authorisation form.

Contacts

For assistance with card management, you can contact card services at any time by:

• visiting nswregionalseniors.cards
• calling 1800 569 070