Velocity Global Wallet
What are the fees and charges associated with the Global Wallet™?
Please view the summary of the fees and charges or please refer to the Product Disclosure Statement.
How can I load money to my Global Wallet™ and when will it be available once loaded?
You can load money to your Global Wallet™ using Bpay® or POLi™. If you load money to your Global Wallet™ using Bpay®, your funds should be available within three working days. If you load money to your Global Wallet™ using POLi™,...
What is the exchange rate when I transfer money between currencies on my Global Wallet™?
The applicable exchange rate will vary depending on when you transfer money across to a different wallet. To view up-to-date exchange rates, log in to your Global Wallet™ Account Centre and select "Manage Wallets”.
What do I need to do when my Global Wallet™ card arrives?
You can continue use the Velocity membership side of your card as normal without activating the Global Wallet™ functionality. If you do want to use your Global Wallet™ you will first need to activate your card, complete the validation process ...
How do I transfer money between currencies in my Velocity Global Wallet™ Account?
Money must first be loaded to your Global Wallet™ in Australian Dollars. A Load Fee applies each time you load funds onto your card. You can then transfer money at the applicable exchange rate into up to four different foreign currency wallets by...
What is the fee for an ATM withdrawal from my Velocity Global Wallet™?
ATM withdrawal fees vary by the currency wallet you are withdrawing from, as follows: Currency Wallet Withdrawal fee* Australian Dollars (AUD) 2.95 ...
Why would I use my Velocity Global Wallet™ when travelling instead of my debit or credit card?
Using your Velocity Global Wallet™ when you travel means you can lock in exchange rates before you go, giving you peace of mind as you know how much you have available in a particular currency wallet. You can choose from 10 currencies and load a...
How much does it cost to activate my Global Wallet™?
There is no charge to activate your Global Wallet™ card.
What is the limit I can withdraw from an ATM with my Velocity Global Wallet™ card?
In a 24 hour period, you are able to withdraw up to AUD$2,500 or the equivalent in foreign currency, however there may be withdrawal limits set by the individual ATM operator.
How many Velocity Points will I earn when I use my Global Wallet™?
Whether you’re shopping in-store or online, locally or overseas, you will earn Velocity Points on eligible purchases you make.* Points earned internationally 1 Point for every AUD $1 spent (in the...
Will my Velocity Global Wallet™ card work at ATMs?
Yes, if your card is current it will work at ATMs that accept Visa. You will need to ensure you have a sufficient available balance to cover the withdrawal amount and any applicable fee. In some circumstances an additional tolerance limit may also...
Is there any other way to access my available funds other than with my Global Wallet™ membership card?
When you log in in to your Global Wallet™ Account Centre and go to ‘Manage Cards’, you will have an opportunity to set up a ‘virtual card’. This is a card that can be used when making purchases online without having to use...
When do I set a PIN for my Velocity Global Wallet™ card?
After you have completed the Global Wallet™ activation process you can set your PIN online, or contact us and selecting the Global Wallet™ option.
Where can I use my Velocity Global Wallet™?
If you have loaded funds to your Global Wallet™, you can use the Visa Prepaid side of your card to pay for goods and services wherever Visa is accepted, in Australia and overseas. Visa is accepted by more than 30 million merchants and ATMs across...
What currency wallets can I have on my Velocity Global Wallet™?
Once money is loaded to your Australian Dollar wallet (load fees apply), you can create a maximum of four foreign currency wallets at any time. You can then move your available balance in to the other wallets, which can be set up in the following...
How much money can I load at one time on my Velocity Global Wallet™?
The maximum balance you can have is AU$25,000 (or equivalent) across all your wallets, however you can only load a maximum of $10,000 at a time. In certain circumstances this limit can be increased.See the Product Disclosure Statement for more...
What happens to my Global Wallet™ when my Velocity membership card expires or my Velocity membership level changes?
Velocity Frequent Flyer members will continue to be issued with new membership cards when they upgrade, maintain or downgrade their Velocity Status in accordance with the Velocity Membership Terms and Conditions. You will also be issued with a new...
What is the difference between a pending transaction and a posted transaction on my Global Wallet™?
A ‘pending transaction’ is a transaction that has been approved for payment, from your Global Wallet™ to a merchant. A ‘posted transaction’ is a transaction that a merchant has sent for settlement/payment and consequently,...
What if I forget my Velocity Global Wallet™ PIN?
Log in to the Global Wallet™ Account Centre, select "Manage Cards” and then click on "Reset Global Wallet™ Card PIN”.
What should I do if my Velocity Global Wallet™ Card is not working at a retailer?
If your Velocity Global Wallet™ Card is not working at a retailer, please check that: Your Global Wallet™ has been activated. You need to activate your Velocity Global Wallet™ at velocityglobalwallet.com before you can use it as a Visa...
What should I do if my Velocity Global Wallet™ card is not working at an ATM?
If your card is not working at an ATM, please check that: You are selecting ‘Credit’ to withdraw cash at any ATM which accepts Visa. You are using the correct PIN. You will have set your PIN during the Global Wallet™activation...
How do I request a Global Wallet™ enabled card?
To request a membership card with Global Wallet™ functionality, you must be an Australian resident over 18 years of age and have a preferred postal address in Australia. If you meet these requirements, you can request a new card by logging into...
Will I be charged a Booking and Service Fee if I use my Global Wallet™ for an online flight booking on the Virgin Australia website?
Yes. When making a booking through the Virgin Australia website, payments made using a prepaid Visa card will incur the standard Booking and Service fee.
Can I withdraw any currency at an ATM, using my Global Wallet™ card?
No. You can only withdraw currencies the ATM dispenses.
How do I check the available balance on my Global Wallet™?
To check your available balance, you can log in to the Global Wallet™ Account Centre, request a Balance Enquiry at an ATM or contact us. You can also check your balance through the Global Wallet™ App. If you haven’t downloaded it already,...
When making purchases with my Global Wallet™ card, how long does it take for these Points to be added to my Velocity Frequent Flyer membership?
Points are allocated to a member’s Velocity Frequent Flyer membership each month as part of a monthly cycle on the date their Global Wallet™ account was activated.
What should I do if my Velocity Global Wallet™ is lost or stolen?
If you are within Australia you should call 13 18 75 or if you are outside of Australia, call +61 2 8667 5924 as soon as possible.Follow the Velocity Global Wallet™ prompt, and then select the option to report a lost or stolen card. At this time,...
What are transaction alerts for Global Wallet™?
Transaction alerts keep Global Wallet™ Account holders informed of any activity on their Global Wallet™ Account by email or by mobile phone alerts. Transaction alerts allows you to closely monitor your spending, and with real-time reporting, you...
If I move addresses outside Australia, will my Global Wallet™ card continue to work?
To be eligible to opt-in and receive a Velocity membership card with Global Wallet™ functionality, you must be a Velocity Frequent Flyer member aged 18 years or over and reside in Australia. If you subsequently move outside Australia, you will...
Can I transfer money from my Global Wallet™ to another Global Wallet™ holder?
Yes – by using the ‘Send Money’ feature located in your Global Wallet™ Account Centre, you are able to transfer funds instantaneously from your Global Wallet™ to another person's Global Wallet™.
What is a Visa Prepaid card?
A Visa Prepaid card is a re-loadable card that allows you to choose how much money you want to add, so you can only spend the money you have loaded onto it. It is not linked to your bank account and it doesn’t have a line of credit.
I didn’t receive my Velocity membership card with Global Wallet™ functionality. Where can I get one?
To be eligible for a Velocity Global Wallet™ card, you must be a Velocity Frequent Flyer member who resides in Australia and is 18 years or older. Provided you meet this criteria, you can request a new Velocity membership card with Global Wallet...
How many Supplementary Cards can I have?
For every Global Wallet™ Account, you will soon be able to request one Supplementary Card.
I’m a Virgin Australia Lounge Member and I have not received a Virgin Lounge membership card with Global Wallet™ functionality. Why is this?
The Virgin Lounge membership card is used at Virgin Australia lounges, to confirm your entitlement to access the Lounge. Global Wallet™ functionality is only available with your Velocity membership card. You can request a new Velocity membership...
Am I now a Visa customer because my Velocity card has a reloadable Visa Prepaid card built in?
No. The Visa branding on your Velocity Global Wallet™ card means you can use your card wherever Visa is accepted, electronically and worldwide.
My partner is also a Velocity Frequent Flyer member, can we have both of our Velocity membership numbers joined to one Velocity Global Wallet™ facility?
Unfortunately this is not an option, as each Velocity Frequent Flyer membership Account and each Global Wallet™ is individual.
What will happen to my Global Wallet™ if I enter an incorrect PIN when making a purchase or at an ATM?
If you enter your PIN incorrectly three times, your Global Wallet™ card will be locked and you will need to contact us and follow the Global Wallet™ prompts to have it unlocked.
What is my Global Wallet™ security code (CVV)?
Your Global Wallet™ security code or CVV is the three-digit number at the right of the signature panel on the Visa Prepaid side of your Velocity membership card.
How do I change my Global Wallet™ security questions?
To reset your Global Wallet™ security questions please contact us and speak to a customer service representative.
How do I get my money back if I accidentally send it to an incorrect number when loading my card?
Contact us and follow the Global Wallet™ prompts request a reverse of the transfer. This may not always be possible.
How do I reset my online password for my Velocity Global Wallet™?
Please log in to velocityglobalwallet.com and click on the ‘Reset My Password’ link.
How can I view my Global Wallet™ transaction history?
Log in to the Global Wallet™ Account Centreto view all transactions made using your Global Wallet™.
The Global Wallet™ side of my card has expired and I have not received a replacement card. What should I do?
Please contact us to organise a replacement membership card with Global Wallet™ functionality.
Where can I view or update my e-mail address for Global Wallet™ email transaction alerts?
Log in to your Velocity Frequent Flyer Account and view or change your e-mail address. This email address will then be synchronised with your Global Wallet™ Account details.
How long does it take to complete an investigation after I have filed a transaction dispute?
We will try and investigate and resolve the dispute as quickly as possible. However, in some circumstances normal processing time can be up to 45 days from the day receipt of the signed dispute resolution form is received and acknowledged.
What is a Velocity Global Wallet™ card?
Velocity Global Wallet™ is a reloadable Visa Prepaid card that allows you to: load money onto your card using Bpay® or POLi™1; access ATMs around the world2; make purchases at more than 30 million locations around the world; avoid...
How do I activate my Global Wallet™?
To activate your Global Wallet™, visit velocityglobalwallet.com and click on the link to activate your card. You will then be required to fill out your details and verify your identity. Once you’ve finished this process, your card will be...