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Protect+Pay FAQs

Don’t panic, protect. Our Bendigo Bank Protect+Pay app gives you complete control over your Bendigo Bank credit, debit and Easy Money cards.

Getting started

The app is free to download at the Google Play and App Store but does use a small amount of data, therefore data usage charges may apply from your network provider.

Yes. You must hold a Bank Mastercard®, Visa or eftpos card to be eligible to use the app.

The app will work on smartphones running operating systems: Android KitKat 4.4 and iOS 6 or later.

You will need your Bendigo Bank Mastercard, Visa or eftpos card, your Bendigo e-banking login details and your mobile phone number.

If you are not registered for e-banking, contact 1300 236 344 to register.

Alternatively Visa and Mastercard Credit and Debit cardholders can register for the app using your card information and 4 digit card Personal Identification Number (PIN).

Confirm you accept the Protect+Pay Terms and Conditions, set your app Passcode, and you’re ready to go.

The app requires an internet connection to register. If you have an internet connection and are still having difficulty registering, check that you are entering the correct e-banking login details or card information.

Please call us on 1300 236 344 if you continue to experience issues.

General

Yes. The app can be used anywhere that you have an internet connection.

The passcode is a secure 4 – 6 digit code that will allow you to securely access the app. Do not select a passcode that can be easily associated with you such as your date of birth, telephone number or postcode.

Yes. On devices that support Fingerprint Login (excludes Samsung S5). Fingerprints stored on a device can be used to login to the Protect+Pay App.

You can register your device for Fingerprint Login from the app by navigating to the settings menu.

Select 'Fingerprint Login' and follow the prompts.

Yes. You can load the same card in multiple apps on multiple devices. The settings on an individual card will be the same on each device.

No. The passcode must be different on each device.

There is no limit on the number of cards you can load into the app, however you must be the owner or applicable signatory of all cards added to the app.

You can register for the app on up to 15 mobile devices.

 

The following Bendigo Bank cards are eligible for Protect+Pay:

  • Debit Mastercard
  • Adelaide Crows Debit Mastercard
  • Geelong Cats Debit Mastercard
  • Youth Debit Mastercard
  • Easy Money card
  • Low Rate First Mastercard
  • Low Rate Mastercard
  • Low Rate Platinum Mastercard
  • Qantas Platinum Mastercard
  • Platinum Rewards Mastercard
  • RSPCA Mastercard
  • Business Debit Mastercard
  • Business Credit Mastercard
  • Qantas Business Mastercard

No. The generic card design will be displayed for each card type.

If you delete the Protect+Pay App you will be able to use your cards as normal.

The Card Control settings that were applied to your card will remain active.

If you wish to remove your Card Controls settings you will need to do so prior to deleting.

If you accidently deleted the app before resetting your controls, contact us on 1300 236 344 or via Secure Email.

In the app, navigate to the appropriate card and select ‘Remove Card’

The Card Control settings that were applied to your card will remain active.

If you wish to remove your Card Controls settings you will need to do so prior to removing the card.

If you accidently removed your card before resetting your controls, you can re-add the card or alternatively, contact us on 1300 236 344 or via Secure Email.

We use your device location to display information on Bendigo Bank ATMs and Branches nearest to you.

We may also use your location to send you notifications to enable or disable a Card Control. For example, you may be travelling overseas and have forgotten to turn your Int’l Purchases back on.

Once you have reached the maximum number of passcode attempts, you will be deregistered.

You will need to re-register for the application and set a new passcode.

Your Card Controls will not be effected.

Card controls

The Card Control function allows you to block any or all of the following types of purchases on your card.

Temporary Block
Block all transactions on the card including recurring payments such as Direct Debits.

Intl In-Store
Purchases performed at a location outside of Australia where the plastic card is present. This includes, purchases where the card is inserted, tapped or swiped on the Point of Sale device.

Intl Online
Purchases performed in a foreign currency where the plastic card is not present. This includes purchases where the card details are key entered into a website or into a Point of Sale device or provided over the phone.

Aus In-Store
Purchases performed within Australia where the plastic card is present. This includes purchases where the card is inserted, tapped or swiped on the Point of Sale device.

Aus Online
Purchases performed in Australian dollars where the plastic card is not present. This includes purchases where the card details are key entered into a website or into a Point of Sale device or provided over the phone.

ATM Cash Withdrawals
Cash withdrawals from an ATM either within Australia or overseas.

These blocks are applicable when the EFTPOS terminal is fully functioning. In some cases a terminal may not be able to connect to the network to check the status of your card. In this case your transaction may be approved by the device.

Navigate to the card you wish to update the controls for. Tap the ‘Card Controls’ option and enable one or more controls by toggling the switch from disabled to enabled.

When the toggle is to the left and is grey it means the Card Control is disabled.

When the toggle is to the right and is green the Card Control is enabled.

Finalise your selection by tapping the ‘Update’ button at the bottom of the screen.

The block you have applied will be effective immediately.

Yes. The Card Controls need to be set for each of your cards individually and can be different on each card.

Changes to Card Controls are effective immediately and can be changed as often as you wish. Note if merchant facility is offline card controls won't take effect on the device.

Yes. The Card Control settings still apply if your mobile is turned off.

Purchases performed in Australia where plastic card is used for a Tap and Go transaction on a merchant terminal.

Merchant Category Controls

Merchants groups available to block are:

  • Quasi Cash - Merchants who provide services for funding of an account or purchase/exchange of cash at non-financial institutions
  • Video Games & Amusement - Merchants who sell digital goods, video games or operate amusement machines including games purchased at physical stores, social media and on gaming consoles
  • Dating Services - Merchants who provide dating and escort services
  • Gambling - Merchants that allow customers to purchase lottery tickets , gaming chips and to place bets. It also includes merchants who operate horse/dog racing facilities.
  • Drinking Places and Liquor Stores - Merchants who sell alcoholic beverages for consumption on and off the premises. This includes purchasing a meal at a pub or bar where no alcohol was purchased.

Lost or Stolen Card

To report your card lost or stolen select ‘Report card Lost or Stolen’.

Your card will be closed immediately and a new card will be sent to you within 7 days.

If you do not recognise the any transactions on your card, please contact the Bank immediately.

If your card is lost or stolen, your replacement card will not automatically appear in the app. You will need to load your replacement card using either your e-banking details or card details.

Misplaced Card

If you have simply misplaced your card, you can apply a temporary block within ‘Card Controls’ while your search for it.

The block prevents the card from being used for any purchases. This includes recurring transactions, such as direct debits.

Once you have located your card, you can remove the temporary block by disabling the misplaced card function within the app.

You will then be able to perform purchases on your card immediately.

The temporary block will remain in place until you remove it.

Pin change

  • Open the app and navigate to the card you wish to change the PIN on. Once you have located the card, tap ‘Change PIN’.
  • Enter your current four digit PIN.
  • Then enter your new four digit PIN two times.
  • Tap the ‘Update’ button.
  • Your card PIN is now changed.

If you cannot remember your PIN for your card, contact Bendigo Bank Call on 1300 236 344 or send a request via Secure Email.

Simple Balance

The simple balance features allows you to view the balance of the account linked to your cards.

The balance of your cards are displayed without you needing to enter your passcode.

Yes. You can turn it off by navigating to the application settings and updating it under ‘Preferences’.

Alternatively, if you are logged out you can hide the balance of your default card without having to enter your passcode.

Security

Call us on 1300 236 344 and we will deregister your device for you. We can also disable any Card Controls if you wish.

Your plastic card will not be affected and you can continue to transact.

Alternatively, if you have more than one device registered for Protect+Pay, you can deregister using another registered device. Log in, navigate to Settings, and select Deregister Devices.

No. Your card details are not stored within the app.

We display a partial card number within the app to help you identify a card, however no card details are communicated between the app and our internal systems.

You can deregister your device from the app by navigating to the settings menu.

Select ‘Deregister Device’ and follow the prompts.

If you have the app loaded on more than one device, you can use the app to deregister a device you are not currently using.

Alternatively you can contact Bendigo Bank on 1300 236 344 or send a request via Secure Email.

Yes, by deregistering your device you will not deregister your cards from Protect+Pay. You must reset your Card Controls and remove your cards prior to deregistering your device.

If you accidently deregister your device without completing these steps, you can download and register for the app again. You can also manage your cards from the app if you have it loaded on another device.

Alternatively you can contact Bendigo Bank on 1300 236 344 or send a request via Secure Email.

Bendigo and Adelaide Bank Limited, ABN 11 068 049 178 AFSL / Australian Credit Licence 237879. Any advice provided on this website is of a general nature only and does not take into account your personal needs, objectives and financial circumstances. You should consider whether it is appropriate for your situation. Please read the applicable Disclosure Documents before acquiring any product described on this website. Please also review our Financial Services Guide (FSG) before accessing information on this website. Information on this page can change without notice to you.

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