My Bank Zero Card
Card production, loss and replacement
Help! I lost my card or it was stolen.
How much does a new Bank Zero card cost?
How do I order a new card?
Where is the card I ordered?
Why did I receive a message that my card was delivered / collected but I have not yet received it?
How do I lock / unlock my card?
To temporarily disable your card for all ATM, POS and online transactions, use the ‘Lock card’ function. This is helpful if your card is currently lost but you think you might find it again.
To lock/unlock your card, tap the account tile menu of the account for the card you want to lock/unlock. Select ‘Card’ > ‘Card Settings’. Then slide the bar at the top next to ‘Lock/Unlock card’. Remember to tap ‘Update’ to save your changes!
How do I manage ATM off / ATM on / 1 cash on my card?
With Bank Zero, you have full control over how your card is used at ATMs to prevent card fraud or card swapping at an ATM from impacting negatively you.
ATM functionality for your card can either be set to ‘Always on’, ’Always off’ (where you will not be able to use the card at an ATM) or ‘1 cash’. To manage your ATM functionality, tap the account tile menu of the card you want to manage. Select ‘Card’ > ‘Card settings’ and make your selection next to ‘ATM off?’. Remember to tap ‘Update’ to save these changes!
You can easily see if your card can dispense cash at an ATM, or not, from the colour of the flower’s heart at the bottom left of your account tile.
When ATM functionality for that card is set to ‘Always off’ (as selected in the card settings screen), the heart of the flower on your account tile will always be white and the card will not allow cash dispensing at ATMs. When ATM functionality for that card is set to ‘Always on’ (as selected in the card settings screen), the heart of the flower on your account tile will always be orange and the card can be used freely at ATMs.
When ATM functionality for that card is set to ‘1 cash’ (as selected in the card settings screen), the heart of the flower on your account will sometimes be white and sometimes be orange. Tapping the flower on your account tile toggles your card real-time between on and off as you require it to be active or not active for cash withdrawals at an ATM:
When you have not yet completed a cash withdrawal, the heart of the flower on your account tile will be orange until one cash withdrawal is completed. After that the heart of the flower on your account tile will turn white and the card cannot be used for another withdrawal. To allow another ‘1 cash’ withdrawal, simply tap the flower icon on that account tile – then the heart of the flower will change back to orange and will allow one cash withdrawal.
If ‘1 cash’ sounds like too much work, you can set your card to always on and freely use it at an ATM. If you would rather play it safe – use always off and manually reset it for every withdrawal in your card settings.
How do I manage my card limits?
Limits can be set for daily cash withdrawals (locally and internationally) and for all online card transactions (no distinction made between local and international, although international card transactions higher than R50k will be automatically blocked by our system).
Bank Zero does not let you choose a limit on a POS card transactions as customers often forget about their POS limits and get stuck at the till.
Limits can be adjusted by tapping the account tile menu of the account you want to adjust limits for. Select ‘Card’ > ‘Card Settings’ and make adjustments. Remember to tap ‘Update’ to save your changes!
I selected tap with PIN for small amounts, but now my card transactions decline?
Small card transactions (in SA that is typically below R500, but it differs per country) can either be secured with a PIN or not. If you select not to secure it with a PIN, you will be able to tap for small amounts. (All tap transactions above R500 will always require a PIN.)
If you choose to secure your taps with a PIN, then some stores’ POS devices do not accept this and will decline the transaction. If that happens, just ask them to redo the transaction but by inserting your card into the POS device.
To enable / disable a PIN for tap transactions, tap on the account tile menu of the account you want to enable / disable a PIN for. Select ‘Card’ > ‘Card settings’. In card settings, scroll down to ‘secure small amounts with PIN’ and check the box to enable your PIN (or uncheck to disable PIN). Remember to tap ‘Update’ to save your changes.
This choice is yours! Please read the disclaimer because tapping without PIN means the liability of fraudulent transactions shifts from Bank Zero to you.
I received a message to say I exceeded my SDA limit, what does that mean?
A Single Discretionary Allowance (SDA) is a limit set by the South African Reserve Bank which allows South African individuals to make international payments and investments of up to R1 million per calendar year without any supporting documents. This also limits international card transactions to R50k per transaction.
How do I do an online transaction?
To ensure the best possible security for you, every single online transaction needs to be authorised on the phone which has your Bank Zero App loaded.
So, when doing an online transaction, ensure your phone is always nearby and unlocked, as you will need to authorise these purchases within sometimes 8 and sometimes 58 seconds.
Why sometimes 8 and sometimes 58 seconds? Many stores do secure purchases where you get 58 seconds to authorise. Unfortunately where secure purchases are not done, timing is just 8 seconds. Because criminals use these unsecure stores to defraud you, we’ve implemented this process where we’ll ALWAYS ask you to authorise.
If you didn’t get to the authorisation message in time, please retry.
And if you did get an authorisation message which you did not initiate, then don’t worry, you are safe. We won’t process any transactions unless you authorise it, or it’s listed under your subscriptions. (See separate question.)
Explain Subscriptions under card settings?
Online merchants may sometimes post a transaction while you are not at your phone to authorise it. (Examples would be Uber tips to drivers, Netflix monthly recurring subscriptions, monthly online news subscriptions, etc.)
To assist you with security but to also prevent the discomfort of these transactions being declined, we list these merchants in your card settings under Subscriptions. Only if they are ticked, will they be authorised automatically and bypass your authorisation. If you don’t trust a merchant that is listed on your personalised list, just untick them.
Go to tile menu > card > card settings > subscriptions. We gradually build your own personalised subscriptions list for you, as you use your Bank Zero card online. You always remain in control of this list and can tick, untick or re-tick any merchant’s name at any time.
Why did I have a problem with my card in-store?
Firstly, remember that you’ve chosen a 5 digit PIN for this card!
Bank Zero cards can be used with all POS devices. If your card does not work when tapping, always try to insert the card. (For example, if you’ve selected to use a PIN for small amounts < R500 it will decline your transaction when you tap.)
It could also be a problem with network signal – so always retry a transaction.
Check the status of your card in your account’s transaction history – it’s shown right next to your card image. It will show if it’s activated, locked, cancelled, etc.
And finally…. If none of the above applies, please send us an email on info@bankzero.co.za with the details of the store and – if possible – a picture of the slip. We will then address it directly with that store.
Why did I have a problem with my card in a store outside South African?
Bank Zero cards can be used abroad at all POS devices that accept Mastercard / VISA.
Firstly, remember that you’ve chosen a 5 digit PIN for this card!
Bank Zero cards can be used with all POS devices. If your card does not work when tapping, always try to insert the card. (For example, if you’ve selected to use a PIN for small amounts it will decline your transaction when you tap.)
It could also be a problem with network signal – so always retry a transaction.
Check the status of your card in your account’s transaction history – it’s shown right next to your card image. It will sow if it’s activated, locked, cancelled, etc.
And finally…. If none of the above applies, please send us an email on info@bankzero.co.za with the details of the store and – if possible – a picture of the slip. We will then address it directly with that store.
Why did I have a problem using my card at an ATM?
Firstly, remember that you’ve chosen a 5 digit PIN for this card!
Bank Zero cards can be used at all ATMs in South Africa to withdraw cash and check balances. ATMs cannot be used to deposit funds.
Make sure that your card’s ATM functionality is turned on, simply by checking the colour of the heart of the flower on the check account belonging to that card. (Orange = on, white = off.) Please refer to ATM on / ATM off and ‘1 cash’ in your card settings.
Also check your daily cash limits in your card settings.If your card is on but the ATM is still giving problems, please take a photo of the slip and email it to us at info@bankzero.co.za. We’ll then take it up directly with that bank
Why did I have a problem using my card at an ATM outside South Africa?
Firstly, remember that you’ve chosen a 5 digit PIN for this card!
Bank Zero cards can be used abroad to withdraw and check balances at all ATMs that accept Mastercard / VISA. ATMs cannot be used to deposit funds.
Make sure your ATM functionality is turned on simply by checking the colour of the heart of the flower on the check account you are wanting to use your card for. (Orange = on, white = off.) Please refer to ATM on / ATM off and ‘1 cash’ in your card settings.
Also check your daily cash limits in your card settings.
If your card is on but the ATM is still giving problems, please take a photo of the slip and email it to us at info@bankzero.co.za. We’ll then take it up directly with that bank.
How do I dispute a card transaction posted to my account?
To dispute a card transaction, tap the relevant transaction in your transaction history to view its details. Then tap the ‘Dispute’ button and complete the required information. See our pricing guide for the cost of a dispute.
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