Your Questions, Answered

Find FAQs for employers and employees below. 

 

Frequently asked questions for employers
What if I send the funds to the wrong account?
I have tried to close an account – but it is not closing?
I want to set up a new portal user – how do I do this?
An employee has advised of a lost, stolen or damaged Card – what are the next steps?
An employee has advised of fraud or disputes a transaction on their account – what are the next steps?
What happens at FBT time and the beginning of the new year?
What happens when a card is expiring?
What if my card has not arrived?
My new card has arrived – how do I replace this in my Apple or Google Wallet?
A former employee has returned to work and wishes to recommence packaging. How do I reactivate their packaging?
I have created a new card for an employee, but I’m not seeing any accounts to pay into. How do I do these?
How long does it take to see the funds on the card?
Where can I get additional information for staff?
 
Frequently asked questions for employees
What are the benefits and features of the EML Salary Packaging Mastercard®?
How does 2 benefits under 1 card work?
How will I get a new card?
How will I receive my new card?
Where does the new card get delivered?
How long does the card take to deliver?
How do I activate my new card?
Can I activate my card on any web browser?
How do I check my card balance?
Can I add the card to my Google or Apple Wallet?
Can I use my card to make ongoing regular payments?
I am salary packaging general living expenses; can I use my card to make BPAY payments?
Can my card be used overseas?
What are the fees for the card?
How does the Everyday Savings Program work?
How do I reveal / change my PIN?
What happens if I enter the wrong PIN when making a transaction?
My card has been lost/stolen. What do I do?
Where do I go for further questions?
What can our PBI Solution Card Customer service team help you with?
Why have I been asked to provide identity documents for my salary packaging card?
When to speak to your Employer or Salary Packaging provider?
How do I close my PBI Solutions card account?
What happens to my card when I leave my employer?
How can I download my card statements?