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Get instant help by checking our FAQs first, or use our chatbot Penny. You can start a chat with her by clicking on the green Chat button in the bottom right of your screen.

Please check these answers to common questions before you submit an enquiry.

Q. I have foreign currency and need to change it into Australian Dollars, what do I do?

Unfortunately, we have had to temporarily pause the purchase of all foreign cash due to restrictions placed upon us during this unpredented time. There are no exceptions to this, we cannot exchange any foreign cash while our stores are closed. We do not yet know when our stores will reopen. To be alerted when we resume our normal services, please continue to check our website. We thank you for your patience and understanding during this time.

Q. I have money on my Currency Pass that I want to transfer into my bank account, how do I do this?

We recommend using our online cash out process to return these funds to your nominated bank account. To cash out, login to your Currency Pass account and click on ‘Cash out’ in the menu. If you are unable to complete the online cash out process or have lost your card, please call 1800 098 231, press 1 for English, then press 3 for Address changes and other features, then press 3 for Other enquiries, this will put you into a queue to speak with an agent where you can request a cash out. 

Q. How do I find out the balance remaining on my Currency Pass?

The easiest way to manage your card balance is by using your online account. Log into your account, and the balance will be the first thing on the screen under the heading Your Currency Card. Alternatively, you can hear your balance over the phone. Call 1800 098 231, press 1 for English, press 1 for Balance. You will need to enter your card and account holder details correctly to hear your balance. If you still cannot see or hear your balance, please call 1800 098 231, press 1 for English, press 3 for Address changes and other features, press 3 for other enquiries. This will put you into a queue to speak with an agent.

Q. My family or friends have sent me money from overseas using MoneyGram, how can I pick this up?

While our stores are temporarily closed, you cannot receive your MoneyGram transaction through us. Please call MoneyGram directly on 1800 049 087 or use their website to find an agent or complete their contact form. We do apologise we cannot assist any further with any MoneyGram receives. Unfortunately, we are currently unsure of how long this could last. For all the latests updates, please be sure to check our website regularly. We know this can be frustrating and we sincerely appreciate your understanding as we work to return our services to normal as quickly as possible!

Q. I need to send money to friends or family overseas with MoneyGram, how can I do this?

While our stores are closed, you can only send with MoneyGram online. Create an account and you can be sending within minutes. If you have any issues with creating an account or send, please contact MoneyGram directly on 1800 049 087 as we do not have access to their online sending system. Unfortunately, we are currently unsure of how long this could last. For all the latests updates, please be sure to check our website regularly. We know this can be frustrating and we sincerely appreciate your understanding as we work to return our services to normal as quickly as possible!

Q. When will your stores be reopening?

The short answer is we are unsure. This is an uncertain time for all of us as we do our best to remain patient and adhere to government guidelines whilst we continue to try and serve our customers to the best of our ability. For all the latests updates, please be sure to check our website regularly. We know this can be frustrating and we sincerely appreciate your understanding as we work to return our services to normal as quickly as possible!

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