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Be sure to check out our help centre first.

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Send us an email enquiry and we'll get back to you within 48 hours.
Calling from outside New Zealand?
- Australia - 1800 098 231
- Hong Kong - 800 966 321
- Japan - 00531 780 221
- South Korea - 00798 4434 1279
- Thailand - 001800 442 212
- UK - 0800 056 0572
- USA/Canada - 1 877 465 0085
- Other countries - +44 207 649 9404
Calling from within New Zealand?
- New Zealand - 0800 444 691
Dispute a transaction
If you find a transaction that does not look correct, please contact card services immediately via phone, who can lodge a dispute on your behalf.

To notify card services of any unauthorized or disputed transactions, simply:
1. Complete the dispute claim form located here
2. Click here to email us
Please provide as much detail as possible when filling out the dispute claim form, it will help us accurately and quickly work on your behalf to correct the problem. You can use 'my account' to login and establish the details of which transactions you want to dispute.

We will send a response to you within 10 working days of receiving your query.

Remember, you can contact global emergency assistance for PIN reminders or to report lost or stolen cards.
Lodge a complaint

If you have any complaints, please send us an email. For more information, please refer to our complaints procedure.

Important information to consider before carrying our your transaction

The Multi-currency Cash Passport™ (“Cash Passport”) and Cash Passport™ Platinum Mastercard® (“Cash Passport Platinum”) are unsecured debt securities issued by EML Payment Solutions Limited (company number 8079483) (“Issuer”). Cash Passport and Cash Passport Platinum are not guaranteed by any person. Before you make a decision to acquire a Cash Passport or Cash Passport Platinum, we recommend you read the applicable Product Disclosure Statement which is available free of charge here.

Mastercard® and the Mastercard Brand Mark are registered trademarks of Mastercard International Incorporated.

* The exchange rates set out in this website apply to reload transactions that are booked on this website only and that are settled within four hours. Subsequent card reloads will be processed at the then prevailing exchange rate on the day of the reload transaction, and will be locked in at that rate. You will be notified of the exchange rate applicable before you confirm your transaction using a particular reload method. When you book a transaction and load NZD or a foreign currency directly onto your card, you will receive the exchange rate notified to you in the "Today's Exchange Rate for Direct Currency Loads" table. Where you conduct a purse to purse transfer and transfer funds already loaded on your card into another currency, you will receive a different exchange rate than when loading funds directly onto your card. You will be notified of the applicable exchange rate before you confirm your purse to purse transaction which may be less favourable than the rate displayed in the "Today's exchange rate for Direct Currency Loads" table. We will provide you with settlement instructions at the time you book a reload transaction. Different exchange rates will apply to card loads and reload transactions in our partner locations or to reload transactions that are conducted directly via Bank Transfer or Bill Payment (i.e. without booking an online transaction). For more information on how we set exchange rates please see the Terms and Conditions.

Before you load or reload foreign currencies, please check www.cashpassport.co.nz for the latest currencies supported.

Please refer to the important information page to view the Product Disclosure Statement, terms and conditions and privacy policy.

~ T&Cs apply. Customer must contact Customer service to report lost or stolen card. Emergency cash can be arranged up to the balance on your Cash Passport, subject to availability of funds at the approved agent location.

# Flight Delay Pass is provided to you on the basis you are not in breach of Cash Passport MasterCard® Product Disclosure Statement and Terms & Conditions and your card remains open. It must not be sold in any way and Mastercard reserves the right to cancel the pass that are in breach of this policy. Access may not be available if the applicable lounge is full or near capacity at the full discretion of lounge staff. Access and use of the lounges is subject to its own terms and conditions. Mastercard reserves its right to amend or withdraw the Flight Delay Pass at any time and where possible, provide prior notice to you. Visit here for Terms and Conditions

** T&Cs apply. Minimum load applies. Refer to full T&Cs here.

^ Purchase Protection, Price Protection and E-Commerce Purchase Protection is provided under a group policy issued by AIG Insurance New Zealand Limited. Cover is available to Cash Passport Platinum Mastercard Cardholders (Eligible Person). Eligible Persons can claim under the Group Policy as third-party beneficiaries. If an Eligible Person wishes to claim, such claim will be subject to the eligibility criteria, terms, conditions, exclusions, limits and applicable sub-limits as further detailed in the terms and conditions for such coverage found at Cash Passport Platinum Mastercard Complimentary Insurance Terms and Conditions. In arranging these Insurances Mastercard Asia/Pacific Pte. Ltd. is acting as the master policyholder. Price Protection Insurance applies where the item’s purchase price is above NZD70

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