TSB Debit Mastercard^®  FAQs

General questions about the TSB Debit Mastercard

• 1. How do I apply for a TSB Debit Mastercard?

  Already a TSB customer? You can apply by visiting us in-branch or calling us on 0800 872 226 between 8am – 6pm Monday to Friday, or between 9am and 5pm on weekends.
  New to TSB? You can join TSB online, visit your local branch or call us on 0800 872 226. You will require a government issued photo ID such as passport or driver’s license. If your application is approved, your TSB Debit Mastercard will be sent to you at the address that TSB has on file.
   

• 2. I have a TSB Visa Debit card, what does this mean for me?

  At this stage there are no changes to our TSB Visa Debit card services. Your TSB Visa Debit card will continue to work as usual. However, you can choose to apply for a TSB Debit Mastercard if you’d like to.

• 3. Will my TSB Visa Debit card be cancelled if I apply for a TSB Debit Mastercard?

  Not at this time, your TSB Visa Debit card will continue to work. You can choose to cancel your TSB Visa Debit card if you wish.

• 4. What are the differences between the TSB Visa Debit card and the TSB Debit Mastercard?

  First, the TSB Debit Mastercard doesn’t have a $10 annual card fee and the foreign currency conversion fee is also lower, going from 2.5% on the TSB Visa Debit card to 1.9% on the TSB Debit Mastercard.
  
  The TSB Debit Mastercard provides protection against fraud and unauthorised transactions with Mastercard’s Zero Liability¹  promise and gives you access to a range of Priceless^®  offers and experiences² .

• 5. My TSB Visa Debit card is expiring soon, what should I do?

  You don’t need to do anything, you’ll receive a new TSB Visa Debit card about a month before it expires. If you’d like to receive a TSB Debit Mastercard instead, please contact us on 0800 872 226.

• 6. Are there any fees on the TSB Debit Mastercard that I should be aware of?

  There is no annual card fee on the TSB Debit Mastercard. Some other fees apply, a full list of the TSB Debit Mastercard fees can be found here.

• 7. Is my TSB Visa Credit Card affected?

  There is no impact on your Visa Credit Card at this time.

Activating and selecting a PIN

• 8. How do I activate my new TSB Debit Mastercard?

  You should have selected a PIN through the TSB Phone Banking system before receiving your card, you can then activate it following one of the simple instructions below:

  • Make a purchase that requires a PIN, or
  • Use it at any ATM, or
  • Call us on 0800 872 226 (Mon-Fri 8am – 6pm, Sat-Sun 9am – 5pm)

  If you haven’t selected a PIN before receiving you card, please call us using the details above.

• 9. What can I set my new PIN on my TSB Debit Mastercard as?

  Your new PIN must follow these rules, to ensure that it is not easily guessed. If you use a PIN that does not follow these rules, you could be liable for any losses on your TSB Debit Mastercard.
  Don’t use these kinds of PIN:

  • your birthday (2803) or year of birth (1978)
  • a spouse or child’s birthday, or an anniversary
  • your age (3838)
  • sequences or repeated numbers (1234, 1111)
  • any sequence of numbers written on the card
  • parts of a landline or mobile phone number
  • parts of a driver’s licence number, or its expiry date
  • a locker or alarm code.
     

• 10. Can I reuse the same PIN from my TSB Visa Debit card on my TSB Debit Mastercard?

  As long as your PIN follows the rules specified above, it can be set as the same PIN as on your TSB Visa Debit card. However, you should consider using a different PIN for different cards or devices you have.
   

Updating recurring payments

• 11. What do I need to do about recurring payments?

  If you choose to take up TSB Debit Mastercard, you can update any existing recurring payments you have set up on your TSB Visa Debit card with your new TSB Debit Mastercard details. You’ll need to contact each merchant directly to do this. Common types of recurring payments include subscriptions (e.g. Netflix, HelloFresh), gym memberships and household bills like gas, power, internet, phone etc.

• 12. How do I update my recurring payments?

  You’ll need to contact each merchant directly to do this. 

• 13. Do I need to update my card details on apps or online stores?

  If you want to use your TSB Debit Mastercard as your main card to make purchases you can update your card details on any apps and online stores that hold your card details on file. 

• 14. Will I need to change the direct debits or automated payments on my accounts?

  If you have set up a direct debit or automated payment to a merchant or other service provider such as rent payments, using your bank account details, rather than through a debit card number, these payments will be unaffected by this change and you don’t need to do anything.

Receiving your TSB Debit Mastercard

• 15. Where will my new TSB Debit Mastercard be sent?

  Your TSB Debit Mastercard will be sent to the address that TSB has on file for you. You can check this is correct when you apply. 

• 16. Will my TSB account number change?

  No, your TSB account number will not change.

• 17. What accounts will be accessed on my TSB Debit Mastercard?

  When you apply for a TSB Debit Mastercard you’ll select a Default account for your card to access. You can also choose to have different accounts linked to the CHQ and SAV buttons.

• 18. What if I am not home to receive my new TSB Debit Mastercard?

  That’s okay, your TSB Debit Mastercard will be delivered to your mailbox and is sent out inactive in an unmarked envelope. TSB has security measures in place to ensure that anyone that has the card needs to go through an identity check to be able to select a PIN and activate the TSB Debit Mastercard. 

• 19. How long will it take my TSB Debit Mastercard to arrive?

  Cards sent out via standard post usually arrive between 5-15 business days from the date the card is ordered. If you ask us to send your card via domestic courier, it should arrive between 3-5 days from the date the card is ordered. A courier fee may apply.

Transaction history and disputes

• 20. How do I view a TSB Debit Mastercard transaction?

  Transactions on your TSB Debit Mastercard will appear on your statement and in your accounts when you log in to TSB Online Banking.

• 21. If I change to a TSB Debit Mastercard from a TSB Visa Debit card, will my card transactions history carry over from my TSB Visa Debit card?

  Your TSB Visa Debit card transactions will continue to appear on your statements and in your accounts when you log in to TSB online banking, as will the new transactions on your TSB Debit Mastercard.

• 22. How do I dispute a transaction on my TSB Debit Mastercard?

  You can find out more information on how to dispute a transaction on your TSB Debit Mastercard here.

About the TSB Debit Mastercard

• 23. How am I protected from fraudulent activity on my new TSB Debit Mastercard?

  You are protected from fraud with Mastercard’s Zero Liability³  promise.

• 24. Are Apple Pay and Google Pay available on my TSB Debit Mastercard?

  Apple Pay and Google Pay are not currently available on your TSB Debit Mastercard.

• 25. What are the key features of the TSB Debit Mastercard?

  You can check out the TSB Debit Mastercard features here.

• Don't forget to read this bit

  ¹ For the Mastercard Zero Liability promise details, visit mastercard.co.nz/zeroliability

  ²  Priceless^®  experiences are subject to terms and conditions at priceless.com/terms/en_NZ

  Mastercard and Priceless are registered trademarks and the circles design is a trademark of Mastercard International Incorporated.