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FAQs

Common questions about setting and using Card Hero


Apple Devices

 To find out how to use Apple Pay, see our Apple Pay information page.

You can use Apple Pay to make payments at any merchant where contactless payments are accepted. Simply look for the contactless symbol or Apple Pay mark. You may also use Apple Pay in-app and on the web with Safari when you see the “Buy with Apple Pay” button or Apple Pay as a payment option.

All CardHero Mastercard® are available on Apple Pay. 

You can find your Device Account Number by opening the Wallet app, selecting your card and tapping the ⋮ symbol in the top right corner

To find out more information on how to make payments or to set up Apple Pay with your Card, please visit our Apple Pay webpage or https://www.apple.com/au/apple-pay/. 

Apple Pay works with iPhone 6 and later in stores, apps, and websites in Safari; with Apple Watch in stores and apps (requires iPhone 6 or later); with iPad Pro, iPad (5th generation), iPad Air 2, and iPad mini 3 and later in apps and websites in Safari; and with Mac (2012 or later) in Safari with an Apple Payenabled iPhone or Apple Watch. For a list of compatible Apple Pay devices, https://support.apple.com/en-au/HT208531. 

Android Devices

 Common questions for Android users

You can use Google Pay to make payments at any merchant where contactless payments are accepted. Simply look for the contactless symbol. 

Some cardholders may encounter an error on Android OS when setting up their CardHero Mastercard®.  This happens with NFC is turned off or you already have an alternative wallet set up on your mobile.  To fix: go to Settings on your phone.  Connections.  NFC and payment – Turn ON.  Tap and pay – Turn ON.  Reopen the CardHero App and recommence card activation.

All CardHero Mastercard® are available on Google Pay. 

All card stored in Google Pay are allocated a virtual account number, When you pay contactless, your virtual account number is shared with the merchant instead of your actual account number. This helps keep your account safe. To view, Click on the Card, then Click on the Virtual Account Number. 

Google Pay works for in store transactions with Android devices that support near-field communication (NFC), with host card emulation (HEC) technology,  running Android 5.0 (Lollipop) or higher.  

If your device meets the technical requirements for Google Pay, and you receive “your device is not compatible with this version” error message, try clearing the Google Play store cache, and then data.  Next, restart the Google Play Store and try installing the app again.  

To find out more information on how to make payments or to set up Google Pay with your Card, please visit https://www.pay.google.com.

App + Logging in

Clicking the link you received in your initial CardHero subscription SMS or email. This will direct you to your smartphone's respective app store automatically, prompting you to download the CardHero application.

CardHero does not issue a first use password. Instead, you should click the link you received with your initial CardHero subscription SMS or email.

You will be asked to set a new CardHero password and login PIN on first successful log in.

You will be asked to set up biometric authentication (Facial recognition or thumb print recognition) on your first log in.

CardHero requests all users select a 'Security Question' and enter a 'Security Answer'. You will be asked for your security answer if/when you contact your organisation's CardHero help desk or administration team

Card Application

Depending on your organisation's CardHero setup, you may be provided a 'Card Type' option during your initial subscription process. This field typically allows you to select either a 'physical + digital' card, or a 'digital only' card.

Some organisations issue CardHero cards automatically, in which case the type of card you receive will be automatically selected based on your organisation's policy. In this case, you will receive an email or SMS to confirm the type of card you should expect.

Depending on your organisation's CardHero setup, you may be presented with an option to download a digital card once your 'card application' is approved.

Some organisations issue CardHero cards automatically, in which case you will be able to download a digital card on your first log in to CardHero.

Where a physical card has been ordered, it will be posted to you within 5 business days.

Your physical card will be posted to the address you entered during your cardhero subscription process.

Some organisations issue CardHero cards automatically, in which case you will receive an email or SMS to confirm the address to which your card will be sent.

If your CardHero card does not arrive, you should contact your organisation's CardHero help desk or administration team.

Your CardHero mobile application will start prompting you to activate your card (on each log in) after five (5) days since your card was ordered. Alternatively, you will find an 'Activate New Card' option in your CardHero mobile application's 'Card' menu.

Your CardHero mobile application will ask you to re-confirm your postage address within the month before your card is due to expire. A new card will be automatically sent to your specified address.

Transactions + Balances

Yes, you can view your available balance in your CardHero mobile application's 'Home' screen.

Yes, you can view your transactions (in real time) in your CardHero mobile application's 'Transactions' screen.

Yes, you can upload a receipt by clicking into a transaction's details and selecting the 'Upload' button.

You are able to withdraw cash if you have a physical card and your organisation's rules allow you to do so. If in doubt, please contact your CardHero help desk or administration team.

If you are permitted to withdraw cash, you may do so from any ATM where MasterCard® is accepted. ATM fees will be applied to your transaction amount.

Yes, you can view your blocked Merchant Categories by clicking the 'Transaction Settings' option in the 'Card' menu option.

The first time you use your Physical CardHero card at Point of Sale you will be prompted to enter the PIN number that came with the card. If you have changed the card PIN use the PIN you selected, otherwise enter the PIN on the PIN mailer your card was delivered with. After the first transaction you will only be prompted to enter your PIN for contactless transaction when the transaction exceeds the Contactless PIN limit.

Card Settings

Yes, this can be done by sliding 'Block Card Temporarily' in the 'Card Settings' option in your CardHero application's 'Card' menu.

Yes, this can be done by clicking the 'Cancel Card' option under 'Card Settings' in your CardHero application's 'Card' menu.

Yes, this can be done by clicking the 'Change my name' option under 'Card Settings' in your CardHero application's 'Card' menu. The name change request will go to your CardHero help desk or Administrator for approval.

Yes, this can be done my clicking the 'Change Card PIN' option in your CardHero application's 'Card' menu. Alternatively, if you don't have access to the CardHero app, visit https://pin.emerchants.com.au/#/ to change your PIN.

Yes, this can be done my clicking the 'Change Card PIN' option in your CardHero application's 'Card' menu. Alternatively, if you don't have access to the CardHero app, visit https://pin.emerchants.com.au/#/ to change your PIN.

Yes, this can be done by sliding 'Block Card Temporarily' in the 'Card Settings' option in your CardHero application's 'Card' menu. If you do not find your card, click the 'Cancel Card' option under 'Card Settings' in your CardHero application's 'Card' menu.

Yes, this can be done by unticking the 'Allow Cash Withdrawls' option under 'Transaction Settings' in your CardHero application's 'Card' menu.

User Settings

Yes, this can be done by clicking 'Change PIN' option under 'Log in Settings' in your CardHero application's 'User' menu.

Yes, this can be done by clicking 'Change Password' option under 'Log in Settings' in your CardHero application's 'User' menu.

Yes, this can be done by clicking 'Log in Settings' option in your CardHero application's 'User' menu.

Yes, this can be done by clicking 'Log in Settings' option in your CardHero application's 'User' menu.

Additional Information:

The Privacy Policy for this product can be found here https://www.cardhero.co/PrivacyPolicy.php

The Product Disclosure Statement for this product can be found here https://www.cardhero.co/terms

The Financial Services Guide for this product can be found here https://www.cardhero.co/terms

The Target Market Determination for this product can we found here https://www.cardhero.co/terms
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Inquiries

  • Andrew Bond
  • Level 7, 320 Pitt St,
  • Sydney,
  • NSW,
  • 2000,
  • AU
  • 0434212949
  • 0434212949
  • andrew@8common.com

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