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SmartCards are to be treated like any other Visa Debit or eftpos Card product, however we recommend that you check the following:

  • The network may be offline. Ask the customer to provide another payment type or return when the payment system is online. SmartCards cannot be processed when the system is offline, as a PIN is required for the transaction to be validated.
  • The card’s chip or magnetic stripe may be damaged (a damaged card message will appear on the keypad screen). Advise the cardholder that they will need to contact Services Australia to replace their card.
  • There may be insufficient funds left on the card for the transaction (the response code will display as ‘51’ on the terminal). Ask the customer to provide another form of payment.
  • The cardholder may have forgotten their PIN (the response code will display as ‘55’ on the terminal). Ask the cardholder to re-enter the correct PIN.
  • The terminal may be blocked. This would only occur if your business sells both restricted and unrestricted goods and you have signed an agreement. Ask the cardholder to use the approved terminal.

Yes. A four (4) digit PIN will need to be entered on the keypad by the SmartCard cardholder for the transaction to be validated for their purchases.

The SmartCard can be enabled by customers for contactless transactions.  Payment can be made by tapping the card on a contactless enabled terminal and waiting for the transaction to be confirmed. Cardholders will not need to enter a PIN for purchases of $100 or less (the maximum value threshold may be increased from time to time).

Yes. You can change your PIN anytime online. To do that you must:

  • Log into your online enhanced IM account
  • Click on the Settings link
  • Click on the Change PIN link.

You can go online and change your PIN or call Services Australia on the SmartCard eIM hotline on 1800 252 604. They will assist you in ordering a replacement PIN. For your security, the SmartCard eIM hotline will never have access to view your PIN and will not be able to tell you the PIN over the phone.

For security reasons your SmartCard will allow you to enter the PIN incorrectly up to five (5) times. If you incorrectly enter the PIN six (6) times, your SmartCard will be temporarily suspended and will not work.

To unblock your SmartCard, you must call Services Australia the SmartCard eIM hotline on 1800 252 604. The block will be removed within minutes and your SmartCard will be ready to use again. The block is removed automatically at midnight, so if you are unable to contact the Customer Service Centre, your SmartCard should work again the next day.

For contactless transactions (or transactions where you are tapping your card or mobile device on a contactless enabled terminal), there is no need to enter a PIN for purchases of $100 or less (or $200 or less at some businesses).

You may get your PIN in the following ways:

After you are sent your SmartCard you can set your own PIN as part of the card activation process online.

If you do not have internet access, a PIN can be sent via an SMS message or by post to you.

For security reasons, if you have requested to receive your PIN by mail and have not received it within seven (7) business days, please contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

You should never tell anyone else your PIN as it may result in you being liable for unauthorised transactions.

Yes, you can pay by tapping your card on a contactless enabled terminal and waiting for the transaction to be confirmed. There is no need to enter a PIN for purchases of $100 or less.*

Any of the options will work for the SmartCard. To make a purchase at a point-of-sale terminal, insert your SmartCard into the device and press “SAV” or “Savings” or “CHQ” or “Cheque” or “CR” or “Credit” or “Debit”. Then follow the prompts to enter your PIN.

There is no need to enter a PIN for purchases of $100 or less (or $200 or less at some businesses).

If you want to use the “Tap and Pay” (or contactless transactions) function, you can enable this via the Cardholder site by logging in via smartcard.com.au and selecting the ‘Settings’ option. Once in the Card Settings landing page, under the ‘Transaction Settings’ option, select ‘Change Setting’. You will be able to turn on contactless transactions through this mechanism. Another option is to call Services Australia on the SmartCard eIM hotline on 1800 252 604.