FAQs



Where will my card be accepted?
You can use your STA Travel CashFLEX Visa Card worldwide, wherever VISA is accepted. That’s over 200 countries and millions of ATMs!


How do I activate my card?

Simply text the word ACT and the last four digits of your card number to 19911234 (if you have registered your mobile number with us) or call Customer Care on 1300 360 715. Find out more about SMS services.


How do I retrieve my PIN?

Your PIN was sent to you at the time of your application, however if you need a PIN reminder either log in to your account and click on the security tab or call Customer Care and we can remind you of your PIN via SMS.
Once you have your PIN, memorise it. Never write down your PIN or store it with your card.


Can I change my PIN?

No, unfortunately you cannot change your PIN. If you lose or forget your PIN, please contact Customer Care by phone on 1300 360 715 or email customercare@statravelprepaid.com.au.


How do I apply for an additional card?

Getting a second card is easy. Just log in to your account and head to the ‘Your Details’ tab, or call Customer Care on 1300 360 715.


Can I access my eccount while overseas?

Yes, you can access your online account from anywhere in the world where you have an internet connection. If you are using your mobile overseas, make sure you organise international roaming.


How do I check my balance?

You won't be able to check your balance at an ATM, but there are plenty of easy ways to find out how much you have in your account. You can check your balance by logging in online, or if you have registered your mobile number with us, just text ‘BAL’ and the last 4 digits of your card number to 19911234 from within Australia or +61 418 200 332 from outside Australia and we’ll reply with your current balance.


How do I top up my card?
Topping up your card is easy and can be done in any of the following ways:

IN STORE
Visit any STA Travel store in Australia and instantly load money on to your card. Simply take your CashFLEX card with you and an STA Travel Expert will be happy to assist you. Please note a 1% fee applies.

ONLINE
Log in to your CashFLEX eccount and click the 'Top Up' tab. Here you can register your other bank cards with us to top up your card directly from your debit or credit cards. Please note a 1% fee applies.

BPAY
You can top up your CashFLEX card with BPAY. Simply log in to your online, mobile or phone bank, enter the BPAY biller code 223529 and your unique customer reference number. You’ll find your customer reference number when you log in to your CashFLEX card online eccount and navigate to the 'Top Up via BPAY' section. When you make your first BPAY payment you can save the details for future use. Please note a 1% fee applies.


Will I be charged any fees for using my card?

Some small fees apply. Please refer to the Fee Summary for a full list.


Is there a limit on how much cash I can withdraw per day?

The maximum amount you can withdraw per day is AUD $3,000.


Can I use my card to hold bookings/reservations?

When travelling, we advise against using your card to secure a reservation or as a guarantee for future payment (ie – hotels, car rentals etc), as the merchant may pre-authorise a set amount which is much higher than the final bill. They will refund the difference, however this may take up to 14 days to credit your card. Instead, we suggest you offer to pre-pay.


What is Dynamic Currency Conversion?

When overseas, goods, services and ATM withdrawals are usually given in the local currency. You may be offered the choice to pay in Australian Dollars instead. The local shop or ATM is performing the currency conversion for you and giving you its own foreign exchange rate. This is called Dynamic Currency Conversion.
You should always decline this option and choose to pay in the local currency, as often the exchange rate may be considerably higher than the rate your STA Travel CashFLEX Visa Card offers.
For the most up to date foreign exchange rates, click here.


What do I do if my card is lost or stolen?

If you suspect your card has been lost or stolen, don’t panic. Simply call our 24 hour lost and stolen hotline on +44 207 101 6599.


Can I use my STA Travel CashFLEX Visa card to withdraw cash from a bank teller?

No, you can’t withdraw cash or manage your card in a bank branch. You can withdraw cash from any ATM displaying the VISA logo.


I’d like to close my account. How can I do this?

To close your eccount and deactivate your CashFLEX card(s), call Customer Service on 1300 360 715.