Existing cardholders: Find out what you need to know about the move to MyCard including important information about managing your account and helpful FAQs.
New applications: Applications for new MyCard credit cards are coming soon.
We’re here to help
If you’re feeling financially stressed or just needing a bit of extra help with your finances, we encourage you to reach out as early as possible. The earlier you contact us, the sooner we can work with you to understand your situation and consider the financial assistance options available. If your situation is urgent, we may be able to provide on-the-spot assistance.
How we can help
We recognise that each person and situation is unique. The type of assistance that we provide will depend on your individual circumstances. Some of the types of assistance we may be able to provide include:
- Reduced payment arrangement. If you can’t make the full or minimum monthly repayments, it’s best to keep making smaller payments if you can. We may discuss a reduced payment arrangement with you.
- Temporary payment break. If you can’t make payments, we may discuss a temporary payment break for you. We will also discuss with you a plan for you to be able to resume repayments, following the payment break. Please note that amounts in arrears, and interest that you incur, will continue to increase whilst you have one of the above arrangements in place, so these options may not be suitable. You will also not be able to use your card for the duration of these arrangements.
Contact us
For short-term payment assistance
If you’ve recently missed a payment or anticipate missing an upcoming one call us on 1300 369 797 Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm (AEST/AEDT).
For ongoing financial hardship support
If your circumstances have changed and are affecting your ability to keep up with payments over time, call us on 1800 722 879 Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm (AEST/AEDT).
For specialised support
if you’re experiencing a vulnerability, including domestic and family violence, elder or financial abuse please call our dedicated team on 1300 322 973 Monday to Friday, 8:00am to 7:00pm (AEST/AEDT).
How to request Financial Hardship Assistance
If your financial circumstances have changed and you are unable to pay your account(s), we have a Financial Hardship program available to help you. You can request assistance by:
- Calling us on 1800 722 879 Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm (AEST/AEDT), or
- Completing a Hardship Application form (PDF, 601KB), opens in new window and emailing the completed form to customer.care@mycard.com.au. We will then be in contact with you to discuss support options further.
Support services
When things don’t go right, we are here to help. Please visit our Support Services to discover the ways we can support you.
For example, if you’re impacted by a natural disaster, are impacted by elder abuse or domestic violence, or your financial circumstances have changed, we can help.
You’ll find our customer care resources to help you through life’s rough patches, including the ways we can help you directly, as well as the details of other organisations who can provide specialist services.
Free, independent and confidential financial counselling
Financial counsellors offer free, independent and confidential advice to help you better manage your money and get you back on track.
A financial counsellor may be able to speak directly with MyCard and other lenders on your behalf, so you don’t have to manage conversations with multiple banks or service providers yourself.
- For a comprehensive listing of Financial Counsellors please visit Financial Counselling Australia (FCA), opens in new window
- To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.
- National Debt Helpline, opens in new window is a not-for-profit service that provides free, independent and confidential financial counselling to help people tackle their debt problems and get back on track.
FAQs
Comprehensive Credit Reporting (also known as a credit report) includes detailed information such as the types of credit accounts you hold (like credit cards, home loans and personal loans), how many you have and whether your repayments are made on time each month.
This information helps lenders, such as banks and utility providers, assess your creditworthiness when you apply for a product or service.
Your credit report usually shows whether you have made your credit card repayments on time for your account(s). This is known as your repayment history information (RHI).
Importantly, your credit report:
- Will not show missed payments during a financial hardship arrangement provided you make the repayments agreed as per the arrangement (if any).
- Will not include the reason for the financial hardship arrangement.
- Will not show any information about your financial hardship arrangement after twelve months.
As your MyCard account is regulated by the National Credit Code (NCC) then, for the period that a financial hardship arrangement is in place, we'll report Financial Hardship Information (FHI) to the credit reporting bodies. This shows that a financial hardship arrangement was agreed with you.
During the arrangement, your repayment history information will show that you've made your repayments on time provided you meet the agreed payments of the financial hardship arrangement (if any).
If you don't have any repayment obligations during your financial hardship arrangement at all (sometimes called a “payment break”), you'll be reported as up-to-date while the financial hardship arrangement remains in place.
Credit reporting bodies are not allowed to use FHI in the calculation of your credit score. For more information, please refer to CreditSmart®, opens in new window.
For more information on MyCard credit reporting practices, review our Privacy Policy, opens in new window.
Before and after the hardship assistance period ends, we'll report repayment history information (RHI) against your standard repayment obligations under your credit contract (rather than against the terms of your financial hardship arrangement) to the credit reporting bodies. When we report RHI, we'll tell the credit reporting bodies if you are up-to-date with repayments under your credit contract or if you are overdue.
We provide this information to each of the credit reporting bodies we work with (Equifax, Experian and illion) monthly. Credit providers might access the information to assess your creditworthiness if you’re applying for more credit.
If your account is overdue at the end of your hardship assistance period, this will be reflected in your RHI within 14 days of your hardship assistance ending unless we've agreed to provide further assistance. The RHI provided to credit reporting bodies will reflect how many months overdue the account is.
RHI reporting will remain on your credit report for 24 months. RHI can impact your credit score and credit providers might access this information to assess future lending applications.
For more information on MyCard credit reporting practices, review our Privacy Policy, opens in new window.
You can request a free copy of your credit report and check your credit score through a credit reporting body. You're entitled to one free report every 3 months, so it's a good idea to review this regularly to make sure the information is accurate.
For more information about credit reporting, visit the Australian Government’s CreditSmart® website, opens in new window.
Other support services
Explore our list of support services that might apply to you.