Manage Cash Passport

How to cancel your cash passport card and close your account in australia

What is cash passport and why you might want to cancel

Cash Passport is a multi-currency prepaid travel card that lets you load multiple foreign currency wallets onto a single card and spend overseas without relying on a credit card. The card was originally distributed in Australia under the Cash Passport brand, though Travelex has since replaced it with the newer Travelex Money Card in the local market. If you've finished travelling, no longer need the card, or want to consolidate your payment methods, cancelling your Cash Passport is a straightforward process - but knowing the right steps upfront saves you time and frustration.

At Stopee, we help Australians understand their cancellation rights and navigate the closure process with confidence. Whether you're closing the card because exchange rates don't suit you, you've moved to a different travel card provider, or you simply want to access your remaining balance, this guide walks you through exactly what to do.

When cancellation makes sense

You might cancel your Cash Passport if the card sits unused, you've switched to a competitor's travel card, you want to retrieve your remaining balance before the card expires, or you're unhappy with currency conversion fees. Legacy Cash Passport cards are no longer sold in Australia, which means if you hold one, you're likely using an older product that no longer receives active customer support through the main sales channels.

Key differences between initial purchases and reloads

Cash Passport operates on a prepaid model, not a subscription service. This distinction matters for cancellation and refunds. Initial online purchases made before card collection could be cancelled and refunded (subject to card surcharge deductions), while reloads - once confirmed - were irreversible. Understanding this split helps you anticipate what refunds or balance transfers you can realistically expect when you close your account.

Pricing, fees and what closure will cost you

Cash Passport charged fees for card purchase, reloads, currency conversions, ATM withdrawals, merchant transactions and card closure itself. Knowing these fees upfront helps you decide whether closure is worth the cost and ensures no surprise charges appear when you submit your cancellation request.

Pro tip: Before you submit a cancellation request, check your current balance and calculate what you'll receive after fees. If closure fees are high and your remaining balance is low, it may not be worth closing immediately - though leaving money on an unused card carries its own risks if the product is discontinued.

Your consumer rights under australian consumer law

Australian Consumer Law protects you when you purchase goods and services, including prepaid cards. This section explains what protections apply to Cash Passport closures and how to escalate if the issuer refuses your legitimate claim.

What australian consumer law says about refunds

The Australian Consumer Law (Competition and Consumer Act 2010) guarantees you have consumer guarantees for goods and services. For prepaid cards, this means you're entitled to receive goods and services that are fit for purpose, of acceptable quality, and delivered within a reasonable timeframe. If Cash Passport fails to meet these guarantees - for example, if the card doesn't function, the issuer refuses to process your closure request, or they apply hidden fees not disclosed upfront - you have grounds to lodge a complaint.

Initial online purchases made before card collection are treated more favourably under the issuer's own terms: these can be cancelled and refunded before collection. Once you collect the card, the protections shift toward your right to dispute fees or poor service quality.

Escalation: the australian financial complaints authority (AFCA)

If Heritage Bank or EML (the issuer) refuses your cancellation request or disputes your refund claim, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is the independent external dispute resolution body for financial services in Australia and handles complaints about banks, credit providers and prepaid card issuers at no cost to you.

File a complaint with AFCA if the issuer doesn't respond within 30 days, or if you're unhappy with their response. AFCA can order the issuer to refund you, reverse fees or correct account errors - and they take consumer law violations seriously.

How to cancel your cash passport: step-by-step

Cash Passport closure is handled by mail rather than online or phone - a deliberate design that can slow the process if you're not prepared. Stopee has documented the correct postal address and procedural steps so you can submit your request correctly the first time.

Cancellation method: postal correspondence

You cannot cancel your Cash Passport through a website portal or live customer service phone line. Instead, you mail your closure request to the card issuer's designated postal address. This is the primary - and often only - official channel available to Australian cardholders.

1. Gather your card details
   • Locate your Cash Passport card or a recent statement showing your card number
   • Note your full name, date of birth and current address exactly as registered with the issuer
   • Have your email address and phone number ready
2. Write a formal cancellation letter
   • Address it to "Heritage Bank / EML Prepaid Management Services" (the issuer)
   • State clearly: "I request closure of my Cash Passport card effective immediately"
   • Include your card number, full name and registered address
   • Request confirmation of closure and details of any remaining balance
   • Ask how the issuer will process your remaining funds (refund, transfer or account credit)
   • Request a response within 14 days
3. Prepare your envelope for posting
   • Print or handwrite your letter clearly
   • Include a photocopy of your card (front only, obscure the CVV for security)
   • Use registered post or tracked mail so you have proof of delivery
4. Post to the official address
   • Prepaid Management Services
   • PO Box 190
   • Toowoomba QLD 4350
   • Allow 5-7 business days for delivery
5. Follow up if you don't hear back
   • After 14 days, contact Stopee or AFCA if the issuer hasn't acknowledged your request
   • Keep your postal receipt and letter copy as evidence of submission
6. Confirm closure and balance settlement
   • Once you receive written confirmation of closure, verify the date and check for any outstanding balance
   • If a refund is promised, allow 5-10 business days for the funds to reach your bank account
   • If fees were deducted unexpectedly, document them and raise a dispute with AFCA if necessary

Warning: Do not include your full card number in unencrypted email or digital communication. Postal correspondence is the safest method because it creates a paper trail and avoids online interception.

What happens after you post your cancellation letter

The issuer typically acknowledges your request within 5-10 business days. If you don't hear back within 14 days, that's a red flag - follow up by sending a second letter via registered post or escalate to AFCA immediately.

Refunds, remaining balances and what to expect

Refund timelines and what you'll actually receive depend on whether your original purchase was an initial online order or a reload, and whether you've already collected the card.

Initial online purchases (before collection)

If you ordered a Cash Passport online but cancelled before collecting it, you're entitled to a refund of the purchase price minus the card surcharge (typically £GBP 5-10). The issuer should process this refund within 5-10 business days of confirming cancellation.

Reloads and post-collection closures

Once you've collected your card and loaded funds onto it (either the initial load or subsequent reloads), those reloads cannot be reversed or refunded under the issuer's standard terms. When you close your account, the remaining balance is either refunded to your original payment method or transferred to a nominated bank account, minus any card closure fees.

Pro tip: Currency conversion costs apply if your remaining balance is in a foreign currency. Ask the issuer to hold the balance in AUD if possible, or expect your refund to be reduced by conversion spreads (typically 2-5% depending on the currency).

Timeline expectations

From the date you post your cancellation letter, expect the following timeline:

• 5-7 business days for your letter to arrive at Toowoomba
• 5-10 business days for the issuer to acknowledge and process your request
• 5-10 business days for a refund to reach your bank account (once closure is confirmed)
• Total: 15-27 business days from posting to receiving your refund

If this timeline is exceeded, contact Stopee or raise a dispute with AFCA.

Common mistakes to avoid when cancelling

Closing your Cash Passport is rarely complicated, but small oversights can delay your refund or cost you money. Here are the traps cardholders fall into - and how you avoid them.

Mistake 1: submitting your request through the wrong channel

You cannot cancel via email, live chat or phone. The postal address is the only official method. If you email or call, your request will likely be ignored or you'll be redirected to post a letter anyway, costing you time.

Mistake 2: not including enough identifying information

If your letter doesn't include your card number, full name and registered address, the issuer can't match it to your account and will either reject it or send a follow-up request for details - delaying closure by weeks.

Mistake 3: sending unregistered post without proof of delivery

If you post a standard letter without tracking, you have no evidence it arrived. The issuer can claim they never received it, and you're back to square one. Always use registered post.

Mistake 4: forgetting to request confirmation of your remaining balance

Always ask the issuer to confirm your final balance and any fees deducted. Without this in writing, you can't dispute surprise charges later or escalate to AFCA if you've been overcharged.

Mistake 5: expecting instant refunds

Prepaid card closures take time - typically 15-27 business days from submission to refund. If you need access to your money urgently, don't cancel; instead, withdraw cash locally or use the card until funds are low.

What to do after your cash passport is closed

Closure is only the start of your follow-up process. Once the card is closed, you need to confirm receipt of your refund and document everything for your records.

Verify your refund was received

Check your bank account for the refund 10-15 business days after you receive written closure confirmation from the issuer. If the funds don't arrive, contact your bank and the issuer simultaneously - sometimes delays happen on the bank's end, not the issuer's.

Check for surprise fees or deductions

Compare the refund amount you received against the balance the issuer confirmed. If fees were deducted that weren't disclosed upfront, document them and raise a formal dispute with AFCA within 6 years.

Keep your closure confirmation letter and bank statement

Archive the issuer's closure confirmation and your bank statement showing the refund deposit. These are proof of closure if disputes arise later, and they're essential evidence if you need to escalate to AFCA.

Alternatives to full cancellation

Before you close your account entirely, consider whether these alternatives suit you better.

Transferring to travelex money card

If you like the multi-currency prepaid card concept but want a newer product, Travelex Money Card is the official successor to Cash Passport in Australia. Some cardholders successfully transferred their remaining balance from Cash Passport to a Travelex Money Card account - check with the issuer whether this option is available to you.

Letting the card expire naturally

If your balance is very low and closure fees would consume most of it, consider simply leaving the card inactive. Most prepaid cards expire after 3-5 years of inactivity, and the issuer may waive closure fees for dormant accounts. This is only viable if you have no urgent need to access the remaining balance.

Comparing cash passport to alternatives

If you're cancelling because you're unhappy with Cash Passport, understanding how it compares to current alternatives helps you choose a better product next time.

Pro tip: If you're cancelling because of high conversion fees, Wise card or a no-foreign-transaction-fee credit card may suit you better than another prepaid product. Stopee can help you compare these options against your travel spending habits.

Checklist: closing your cash passport account

Use this checklist to ensure you've completed every step correctly before submitting your cancellation request.

• Account information: I have my Cash Passport card number, full name and registered address
• Balance check: I've noted my current balance and anticipated closure fees
• Letter preparation: I've written a formal cancellation letter requesting closure and balance details
• Supporting documents: I've photocopied my card (front only, CVV obscured) and attached it to my letter
• Postal method: I'm using registered post with tracking to Toowoomba
• Receipt retention: I've kept my postal receipt and a copy of my cancellation letter
• Follow-up plan: I know to expect a response within 14 days and have Stopee's guidance if I don't hear back
• Refund timeline: I understand the full process takes 15-27 business days from submission
• Documentation: I'm ready to archive the issuer's closure confirmation and my bank statement
• Dispute escalation: I know how to contact AFCA if the issuer refuses or overcharges me

Cancellation contact and postal address

To cancel your Cash Passport, mail your formal letter to this address:

Prepaid Management Services
PO Box 190
Toowoomba QLD 4350
Australia

Use registered post and keep your receipt. If you don't receive a response within 14 business days, contact the Australian Financial Complaints Authority (AFCA) at www.afca.org.au or call 1300 931 678.

Summary: taking control of your cash passport closure

Closing your Cash Passport is straightforward when you follow the right process. Post a formal letter to Toowoomba with your card details, allow 15-27 business days for processing, and verify your refund once it lands. Understand your fees upfront, keep all documentation, and escalate to AFCA if the issuer delays or charges unexpectedly.

Stopee has guided thousands of Australian consumers through prepaid card cancellations, travel card disputes and refund recovery. Whether you're unhappy with conversion rates, want to switch providers or simply need to close an unused account, Stopee empowers you with the knowledge to recover every dollar you're entitled to and avoid costly mistakes. Your remaining balance is your money - ensure you receive it in full.