Westpac Banking Corporation

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Westpac Ignite FAQs

About the Ignite MasterCard®

Q. Why is my Virgin Credit Card changing to an Ignite Card?

A. Virgin Money has been working with Westpac Banking Corporation for the past five years since we launched the hugely successful Virgin Credit Card in Australia together. This agreement is coming to an end, so Westpac will continue to provide you with ongoing excellence in customer service with minimal disruption to your credit facilities.

Q. Is the Virgin Credit Card still available?

A. No. New Virgin Credit Cards have not been issued since 3 April 2008.

Q. What will change now that Westpac is providing this new card to me?

A. The name and look of the card will change as well as the replacement of Mates Rates with a new online Instant Offers program. More information will follow with the arrival of your Ignite Card from February 2009.

Q. Will I receive a new set of Terms and Conditions?

A. No. Your terms and conditions in general remain the same. There are only some minor changes such as the removal of the Virgin Money name. Westpac will notify you of the minor changes in writing.

Q. Do I need to apply for a new Ignite Card?

A. No. If you are an existing Virgin Credit Cardholder, we will be providing you with a replacement Ignite Card.

Q. Do I need to become a Westpac customer?

A. No. As Westpac has always been the card issuer and credit provider of your Virgin Credit Card, we do not require any further documentation from you.

Q. What will happen to Mates Rates™ Instant Rewards?

A. Mates Rates™ Instant Rewards will be replaced by a new online Instant Offers program which will provide you with discounted offers across a broad range of categories including entertainment, travel, shopping and lifestyle.

Q. Do I get to select the colour of my new Ignite Card?

A. No. All Ignite Cards will be available in one vibrant colour - red.

Q. Will Westpac introduce an annual fee?

A. No. Westpac is honouring the commitment of no annual fee – ever!

Managing your account from 9 February 2009

Q. Can I still apply for a Balance Transfer?

A. Yes. You can download the balance transfer form from westpac.com.au from 9 February 2009. Balance transfers are processed at the current Cash Advance rate.

Q. What happens if I request a Balance Transfer prior to me transferring to the Ignite Card?

A. Your balance transfer will automatically roll over to your new Ignite Card and function as normal.

Q. Can I still apply for an additional cardholder?


A. Yes. You can download an application form from westpac.com.au from the 9 February 2009. You can also request an additional cardholder through Online Banking from 9 February 2009 – just use the 'Add another cardholder' option in the 'Manage Your Accounts' tab.

Q. Can I still apply for a Credit Limit Increase?

A. Yes. Any time you want to apply for a credit limit increase, simply visit westpac.com.au or call us on 1800 080 000. You can also increase your credit limit through Online Banking from 9 February 2009 – just use the 'Increase credit limit' option in the 'Manage Your Accounts' tab. Call us directly if you wish to decrease your credit limit.

Q. Will I keep the same credit card number?

A. Yes. However, you will have a new expiry date on your Ignite Card.

Q. What happens to my existing Direct Debits and Autopay?

A. As you will retain the same card number, all existing Direct Debits and Card Autopay instructions will function as normal. However, we do suggest you contact all relevant financial institutions and merchants to update your expiry date when you receive your new card.

Q. Will the due date, which is on my statement, remain the same?

A. Yes. You will also continue to receive up to 55 days interest free on credit purchases.

Q. Are there any changes to how I make payments to my account?

A. You can still make payments to your Ignite Card in the same way as you did with your Virgin Credit Card. However, you can also instantly transfer funds from other Westpac accounts using telephone or online banking – at no extra cost!

Q. Can I use a Westpac Branch?

A. We have set up your Ignite Card with the same account accessibility as your Virgin Credit Card so there is no need to visit a Westpac branch.

Q. Can I link my new Ignite Card to my Westpac Savings/Cheque account?

A. Yes. All you need to do is simply call us on 1800 080 000.

Q. Will I start receiving information from Westpac?

A. Yes, if Virgin Money or Westpac previously kept you in the loop on updates to banking products or special offers, both Virgin Money and Westpac will continue to do so. Please call us on 1800 080 000 if you would like to change your communication preferences.

Online & Telephone Banking

Q. Can I still use virginmoney.com.au for my Online Banking?

A. From Monday 9 February 2009, you will be able to access your Online Banking via westpac.com.au even if you have not received your new Ignite Card yet. If you visit the virginmoney.com.au site after 9 February 2009 you will be redirected to the Westpac site.

Q. Will all my previous transactions remain available online?

A. Yes. All your previous Virgin Credit Card transaction information will be available online.

Q. I am an existing Westpac customer - can I transfer funds between my Ignite account and my Westpac account?

A. Yes. As at 9 February 2009, you can instantly transfer funds between eligible Westpac accounts and your Ignite account through Westpac Online and Telephone Banking, with no transfer fees.

Q. I am an existing Westpac customer - can I access my Ignite account through Westpac Online Banking and use just one Customer Number and Access Code?

A. Yes we have now rolled all accounts into Westpac Online Banking and if you currently hold a Westpac account you will now see the Ignite Card under "Accounts". For Online Banking login details, please refer to your Ignite information pack that is being sent to customers throughout January 2009.

Q. Can I still use Telephone Banking?

A. Yes. You can access the Telephone Banking service on 1800 080 000.

Q. I am an existing Westpac customer - can I access my Ignite Card through Westpac Telephone Banking and use just one Customer Number and Access Code?

A. Yes. You will continue to have access to the same friendly and dedicated customer service team and Telephone Banking service by calling 1800 080 000 however, you will also be able to access Automated Telephone Banking by calling Westpac on 132 032. For Telephone Banking access details, please refer to your Ignite information pack that is being sent to customers throughout January 2009.

Q: I am an existing Westpac customer, why can't I access my Ignite account through Westpac Online or Telephone Banking with my other banking?

A: Some of your personal details may have been slightly different between your two customer records so to protect your privacy we chose not to merge the accounts. To have your Ignite Card added to your current Westpac customer record call us on 1800 080 000.

Your PIN (Personal Identification Number)

Q. What do I need a PIN for?

A. A PIN is only required in the following situations:

  • you want to withdraw cash from an ATM;
  • an alternative to authorise transactions; or
  • you are travelling overseas because in some countries you are required to input your PIN to verify purchases rather than signing (we recommend that you always know your PIN when travelling overseas)

Q. Has my PIN changed?

A. Yes. As your new Ignite Card contains a security chip, you will require a new PIN. If you have used your PIN in the past 20 months, we will automatically reissue you with a new one. You will receive it in the mail within 10 days of receiving your new Ignite Card.

Q. What do I need to do to change my PIN?

A. If you need to change your Ignite Card PIN please call us on 1800 080 000.

Q. If I do not have a PIN how do I get one?

A. If you have never been issued with a PIN, or have not used your PIN in the past 20 months, and would like a PIN, simply call us on 1800 080 000 and we will mail one out to you.

Card security

Q. Will my Ignite Card come with a CHIP?

A. Yes. Your Ignite Card will feature an embedded security CHIP, protecting you with the latest in credit card security.

Q. What are the benefits of CHIP technology?

A. The use of a microchip is a more effective counter-measure against counterfeiting and the kind of fraud known as "skimming" when used at a CHIP terminal. The CHIP stores information more securely than the magnetic stripe, making it significantly difficult to fraudulently copy your credit card details.

Q. What will be different when I use my new Ignite CHIP Card?

A. There will be no change to how you use your Ignite Card. When you make purchases within Australia, you can either sign to accept the transaction or enter your PIN.

Q. Can I use my Ignite CHIP Card at the ATM?

A. Yes. There is no change to the way you use an ATM in Australia or overseas.

Q. Can I use my Ignite CHIP Card overseas?

A. Yes. Your CHIP card can be used in exactly the same way as your current card and can also be used at the same locations. However, in some countries like the UK, you may be asked to key in your PIN instead of signing to authorise your purchase. For this reason, we recommend that you always know your PIN when travelling overseas - see above for details on how to obtain a PIN.