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You can use an EBT card to access immediate funds approved by Services Australia to buy goods and make payments when all these apply:

• the merchant or ATM accepts eftpos prepaid cards
• you have enough funds on your EBT Card
• the EBT Card expiry date is valid
• the EBT Card is active.

You can check your EBT card balance for free by:

• making a balance enquiry at an ATM in Australia if you have a physical EBT Card
• accessing your card balance and transaction details by logging into the EBT Cardholder website or on the EBT Card App
• Call Services Australia on your main payment line between 8.00am to 5.00pm, Monday to Friday.

If you gave Services Australia an email address or mobile number when you applied for an EBT card, you can view and manage your EBT card on the EBT Cardholder website or EBT Card App.

Find out more about how to:

• register for the EBT Cardholder website
• download and register for the EBT Card App.

You can find all the EBT Card Terms and Conditions on the EBT Card website.

Yes. If you have an EBT Card and gave Services Australia an email address or mobile number when you applied for an EBT card, you can download and use the EBT Card App using the Apple App Store or Google Play. You can use the EBT Card App to:

• automatically add the EBT Card to your Apple Wallet or Google Wallet from the App without entering card details manually (not available for Samsung Wallets)
• view your card balance
• view transactions for up to 12 months
• view your personal details including your preferred name, email address, mobile number
• turn the contactless (Tap and Pay) feature on and off
• view and update your daily card purchase limit
• set and change your EBT Card PIN
• temporarily block your card
• mark your card as lost or stolen
• setup card alert preferences to have alerts sent as an email or SMS
• temporarily display your digital card details (not available for physical cards).

To be sure you’re downloading the right EBT Card App, only download it from:

• the official App store or market for your mobile device
• the EBT Card website
• the information sent to you through email or SMS when you got the card.

Also, check that Indue Ltd is listed as the App publisher or seller.

No. You can only use the EBT Card when you insert, swipe or tap your physical card at the point of sale (POS) terminal, or via tap using your digital wallet.

If you use the contactless (Tap and Pay) function, or the EBT Card in your digital wallet you won’t need to choose an account type.

When you insert or swipe your EBT card, select SAV or Savings, then follow the prompts to enter your PIN.

If you choose CR or credit, the transaction won’t work.

If you have a physical card, contactless (Tap and Pay) will need to be turned on. The default setting is off when you first receive the card.

Some merchants may charge a fee when you do a transaction at the point of sale (POS) terminal, these fees will be deducted from the balance of your EBT Card at the time of the transaction.

You can use your physical or digital EBT Card at any point of sale (POS) terminal that accepts eftpos prepaid cards in Australia to:

• buy goods and services
• get cash out.

You can also use a physical EBT Card to withdraw cash at ATMs in Australia.

If you don’t use your EBT Card, it’ll automatically cancel after 90 days of inactivity. Inactivity means there has been no funds added and no transactions on the card for 90 days.

When your card cancels, Services Australia will arrange for any remaining funds to be made available to you. If you need another immediate payment, you’ll need to apply for a new EBT card.

Yes, you can get cash out at the point of sale (POS) terminals when making a purchase using an EBT Card. How much you can get depends on the terminal limits of the merchant.

If you have a physical EBT card, you can also withdraw cash from ATMs up to $1,000 per day, depending on your card balance and the ATM provider withdrawal limit. After you insert your card, choose SAV or Savings, or CHQ or Cheque as your account type. Then follow the prompts to enter your PIN.

You must select Yes, if you’re prompted to accept or approve a fee at the ATM, this fee will not affect your card balance.
You can’t use a digital EBT Card at an ATM to withdraw cash.

If your EBT Card is damaged, you should tell Services Australia straight away by:

• calling Services Australia on your main payment line, between 8.00am to 5.00pm, Monday to Friday
• visiting a Services Australia service centre.

While your EBT Card is active, you can view your transaction history by logging into the EBT Cardholder site or the EBT Card App. You can also contact Services Australia.

If you need past transactions for a cancelled or expired card, you can:

• call Services Australia on your main payment line, between 8.00am to 5.00pm, Monday to Friday.
• visit a Services Australia service centre.

Yes. You can turn Tap and Pay on and off with an EBT Card.

If you turn Tap and Pay on, you can tap your card on a contactless enabled point of sale (POS) terminal to buy goods and services. If you use Tap and Pay, you don’t need to enter a PIN for purchases of $100 or less, depending on the merchant’s rules.

If you have a physical card, contactless (Tap and Pay) will need to be turned on. The default setting is off when you first receive the card.

Some merchants may charge a fee when you do a transaction at the point of sale (POS) terminal, these fees will be deducted from the balance of your EBT Card at the time of the transaction.

You can turn contactless, Tap and Pay function on and off at any time.

EBT Cardholder Site

1. Login to the EBT Cardholder website and select Settings.
2. In the Card Settings landing page, select Transaction Settings, then select Change Settings.
3. Select the ON/OFF icon to change the setting.

EBT Card App

1. Login to the App and select My Card.
2. Select Card settings, then select Card controls.
3. Slide the toggle to On or Off next to Contactless.

You can’t make contactless (Tap and Pay) payments or use your EBT Card in your digital wallet when this function is set to off.

For security reasons your EBT Card will stop working if you enter the wrong PIN 3 times.

The temporary block will lift automatically at midnight, and your EBT Card should work again the next day. If you can’t wait, you can unblock your card immediately by changing your PIN on the EBT Cardholder Site or EBT Card App.

For security reasons some ATMs may take your EBT Card if you enter the wrong PIN 3 times.

If you are unable to retrieve the card at the time, and there are funds remaining on the card, you should:

• call Services Australia on your main payment line between 8 am to 5 pm, Monday to Friday
• visit a Services Australia service centre.

And arrange for the card to the closed and a replacement card to be issued.

Yes. You can change your PIN anytime online if you have registered for the EBT Cardholder site or the EBT Card App.

EBT Cardholder Site

1. Login to the EBT Cardholder website and select Settings.
2. Select Set your Card PIN (Personal Identification Number).
3. Enter the and confirm the new PIN number.
4. Enter your password you use to log into the Cardholder site.
5. Select Finish to update the PIN.

EBT Card App

1. Login to the EBT Card App and select My Card.
2. Select Card settings, then select Change PIN.
3. Enter and confirm the new PIN,
4. Select Change.

If you’ve forgotten your PIN, you can reset it online if you have registered for the EBT Cardholder site or the EBT Card App.

EBT Cardholder Site

1. Login to the EBT Cardholder website and select Settings.
2. Select Set your Card PIN (Personal Identification Number).
3. Enter and confirm the new PIN number.
4. Enter your password you use to log into the Cardholder site.
5. Select Finish, to update the PIN.

EBT Card App

1. Login and select My Card.
2. Select Card settings, then select Change PIN.
3. Enter and confirm the new PIN, then select Change.

If you do not have access to the EBT Cardholder Site or EBT Card App, you can:

• call Services Australia on your main payment line between 8 am to 5 pm, Monday to Friday
• visit a Services Australia service centre.

For your security, Services Australia will never have access to view or tell you your PIN.

The transaction will not work and show as declined if you don’t have enough money available on the EBT Card for your purchase.

Yes. If you get a physical EBT card, your card is active and ready for use.

If you chose a digital EBT Card, you need to download and register in the EBT Card App and add it to your digital wallet (Apple Wallet or Google Wallet) to access and use your EBT Card.

No. You can’t use an EBT Card online. The EBT Card can only be used in person at a point of sale (POS) terminal.

If you think your EBT Card is lost or stolen, or your PIN has become known to someone else, you must tell Services Australia IMMEDIATELY. You should also mark your card as lost or stolen in the EBT Cardholder website or the EBT Card App.

Contact Services Australia

Contact Services Australia by:

• calling Services Australia on your main payment line between 8 am to 5 pm, Monday to Friday
• visiting a Services Australia service centre

Services Australia can stop your card straight away and issue you with a new one.

Mark your card lost or stolen

Follow these steps to mark your card as lost or stolen online.

EBT Cardholder website

1. 1. Login and select Settings, then Card Settings.
   2. Under Block Lost or Stolen Card, select Block card.
   3. Select Lost/Stolen, then select LOST or STOLEN.
   4. Click Lost or Stolen to confirm.

EBT Card App

1. 1. Login and select My Card, then Card Settings.
   2. Select Block Card, then select Lost or Stolen Card.
   3. Select Report card lost or stolen
   4. Click Yes.

If you’ve lost your mobile phone that has your physical or digital only EBT Card in the Digital Wallet, you need to report this to Services Australia IMMEDIATELY.

If you have a physical card, you can continue to use this card.

To prevent use of your EBT Card in your digital wallet, you should remotely lock your phone or remove the card through your Apple or Google account.

Find more information and FAQs about your digital wallet on the EBT Card website under mobile payments.

No. The EBT mobile App is free to download and use. We recommend you check with your network provider to see if they have carrier and web access charges.

You can log out at any time by selecting Logout from the menu at the top right hand corner of the device. If you forget, your session will automatically end after 5 minutes.

This may be less if you have set a shorter time in the EBT Card App.

If you’ve forgotten your password to the EBT Cardholder website, you can reset it by following these steps:

• Login to the EBT Cardholder website and select Forgot your password.
• Enter your username and select Submit.
• When you get an email with the password reset link sent to the email address associated with your account, select the link and follow the instructions.

Yes. If you make or answer a call while logged into the app, you won’t need to log in again if you go back to the App within 5 minutes, or less if you have set a shorter time within the EBT Card App.

Yes. If you have registered for the EBT Cardholder Site or EBT Card App and your device supports notifications, you can turn on that functionality.

If you see a transaction on your EBT Card that you didn’t make, or your card is lost or stolen, you must contact Services Australia immediately.

You should also temporarily block your EBT Card in the EBT Cardholder Site or lock your EBT Card in the EBT Card App to stop further transactions being made.

If you tell Services Australia that you think a transaction is fraudulent, unauthorised or disputed, Services Australia or Indue will investigate and review the transaction.

If you want to submit a complaint or provide feedback about the EBT Card, you can:

• call Services Australia on your main payment line between 8.00am to 5.00pm, Monday to Friday.
• visit a Services Australia service centre.
• write to Indue’s Customer Service Centre by sending your letter to:
  • Complaints
    EBT Card
    PO BOX 5389
    WEST END, QLD 4101
• email [email protected]

If your complaint cannot be resolved using our Internal Dispute Resolution process, we will refer you to an External Dispute Resolution scheme approved by the Australian Securities and Investment Commission (ASIC).

Find out more about our complaints and dispute resolution process.

Indue maintains all personal information in accordance with the Privacy Act 1988 (Cth) and its Privacy Policy.

Any information Indue and the Australian Government share is within the requirements of privacy laws. The Australian Government only uses the data in accordance with the Australian Privacy Principles.

Indue is the issuer of the EBT Card which is distributed by Services Australia.

Indue is a bank regulated by the Australian Prudential Regulation Authority. Indue is Australian owned and operated, and has over 45 years’ experience in the banking and payments industry and provides payment solutions to a broad range of organisations.

Find out more about the EBT Card in the EBT Card Terms and Conditions