Managing your cards
Get a handle on your credit or debit card
With all the cards in your life, it can get a bit confusing. That’s why we’ve put together a quick and easy cheat sheet of all those common questions that customers ask about activating, using and replacing their cards with us.
Can’t find what you’re looking for?
Don’t worry – it happens to the best of us. Lucky for you, there are plenty of people at Hume Bank ready to help. All you have to do is shoot us an email, give us a call or drop by a branch.
How to activate your card
How do I activate my new card?
Once you’ve got your new debit or credit card, there are lots of ways to activate it – through iBank, on the Hume Bank App, in one of our branches, or by calling our Contact Centre.
On the Hume Bank App:
- Download the Hume Bank App
- Log in
- Select ‘Manage Cards’
- Select ‘Activate’
- Set a PIN if required
Through iBank:
- Log in to iBank
- Select ‘Payments’
- Select ‘card activation’
- Follow the prompts
With us in person or on the phone:
Call us on 1800 808 550, Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm, or find your nearest branch here. You’ll need to quickly verify your ID and our staff can walk you through the steps for activation.
How do I activate contactless payments?
You can activate your card on iBank or the Hume Bank App. Once active, payWave will automatically be enabled for your card.
How to update your card details
How can I set up my card PIN?
You can set your PIN through iBank, or the Hume Bank App.
To set up your PIN on iBank:
- Log in to iBank
- Select ‘settings’
- Select PIN Change and follow the prompts to select a new PIN
- We’ll send a one-time password to your mobile phone to confirm.
To set up your PIN on the Hume Bank App:
- Log in to the Hume Bank App
- Tap the menu icon (three horizontal lines) and select Cards
- Select Change PIN and follow the prompts.
If you don’t set up your PIN online or over the phone, it will be mailed to you within seven working days of when you received your card. If this doesn’t happen, please get in touch.
Remember, if your new card is replacing an expired or damaged card, you can continue to use your current PIN.
If you’re not yet registered for online banking, you can register by calling us on 1800 808 550, Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm.
How do I change or reset my card PIN?
If you know your current PIN but would like to change it, you can change or reset it at a Hume Bank ATM, on iBank or on the Hume Bank App – see below. If you haven’t set your PIN yet, you can also do that by following the same instructions.
To change your PIN on iBank:
- Log in to iBank
- Select ‘settings’
- Select PIN Change and follow the prompts to select a new PIN
- We’ll send a one-time password to your mobile phone to confirm.
To change your PIN on the Hume Bank App:
- Log in to the Hume Bank App
- Tap the menu icon (three horizontal lines) and select Cards
- Select Change PIN and follow the prompts.
If you’re not yet registered for online banking, you can register by calling us on 1800 808 550, Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm.
What if I’ve forgotten my PIN?
If you’ve forgotten your PIN, give us a call on 1800 808 550, Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm. Or drop into a branch and we can help.
How to dispute a card transaction
What should I do if I want to dispute a transaction?
If you spot a transaction that doesn’t look right, simply complete a disputed transaction form. The form can be downloaded here.
What transactions can I dispute?
While we are not responsible for any goods or services you obtain by using your card, you can ask us to dispute any transaction on your Visa Debit Card that was:
- Unauthorised
- Made even though you canceled a recurring payment arrangement
- For goods or services that the merchant did not deliver
- For goods and services which did not match the description provided by the merchant.
In this case, we will reverse the payment to the merchant’s financial institution, unless the charge is not eligible for dispute rights (e.g. BPAY payments). However, you must inform us of the disputed transaction within the following timeframes:
- For Visa debit card transactions, within 120 days
- For Cashcard transactions, within 210 days.
Once these time limits have expired, any dispute rights may be lost. Where the ePayments Code applies to the transaction, its time limits may apply and not those of the card scheme. Please see our Product Disclosure Statement for further information.
How to replace your card
How can I request a new credit card?
You can request a new card and PIN at any time, either on the Hume Bank app, over the phone by calling 1800 808 550, or in person at one of our branches. However, please note that you will be charged a $10 fee for each new card.
To request a new card in the Hume Bank App:
- Log into the app
- Tap the menu icon (three horizontal lines) and select Cards
- Select Lost or Stolen Card or Replace Damaged Card
- Follow the instructions to request a new card.
How do I report a lost or stolen card?
You can report a lost or stolen card in the Hume Bank App, by calling us on 1800 808 550 (Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm) or by visiting one of our branches.
To report a lost or stolen card on the Hume Bank App:
- Log in to the Hume Bank App
- Select Cards on the home screen
- Tap on Lost or Stolen Card
- Follow the instructions to confirm your card has been lost or stolen.
What should I do if my card is about to expire?
Three weeks before your card’s expiry date we will automatically send you a replacement card. However, if you haven’t used your card in the past 12 months we will seek your consent before replacing your card.
If you are going to be traveling overseas when your card is due to expire, call us on 1800 808 550 Monday to Friday 8am to 5:45pm and Saturday 9:30am to 12pm to arrange a replacement card before you leave.