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Help

Check out some of our frequently asked questions.
General terms
Who can apply for a Skye Mastercard?

Anyone can apply for a Skye Mastercard® as long as they are;

  • 18+ years old
  • Earn $25,000+ p.a.
  • An Australian citizen or permanent resident of Australia
  • Clear credit file
What is an interest free term?

It is a period in which you do not have to pay any interest on your Skye purchase. Interest is payable on any balance outstanding after the Interest Free Term at the Expired Promotional Rate applicable to your Skye account

What is a deferred payment?

Where a deferred payment period applies, you are not required to make repayments until the end of the deferred payment period. Repayments are only included in the calculation of the Minimum Monthly Payment after the deferred payment period expires.

How can I view my statement?

Skye Self Service allows you to view your statement history.

For statements older than 6 months you can request this via email: customerservice@flexicards.com.au and a customer service representative will send these to your email address listed on your account.

You can elect to receive paper statements but please note that there is a $2.50 paper statement fee that is charged for each paper statement we provide you.

How can I add an additional card holder to my account?

You can add up to 4 additional card holders to your account through the Skye Self Service.

How can I nominate a third party to my account?

To authorise a third party to you will need to complete the Third-Party Consent Form and send it to us via email to customerservice@flexicards.com.au

How to use your Skye Mastercard
How long will it take for my Skye Mastercard to be delivered?

It will take approximately 5 – 7 business days for your Skye Mastercard to arrive.

How do I activate my Skye Mastercard?

Log in to Skye Self Service and activate your Skye Mastercard online.

Can I make additional purchases on my Skye account?

Yes. The next time you wish to shop and take advantage of an Interest Free offer at participating Skye retailers, simply have your Customer ID handy, and present this to the sales consultant. Your Customer ID can be found on the back of you Skye Mastercard.

The store will process an additional purchase for you. For all other purchases at non-Skye retailers, simply use your Skye Mastercard to make your purchase to take advantage of 90 days Interest Free and no repayments on every Skye purchase

Can I change my PIN?

Yes. You can change your PIN through Skye Self Service.

What’s the maximum credit limit?

You can apply for a credit limit up to $50,000. Your eligibility for credit is subject to our lending criteria and a credit assessment.

How do I increase my credit limit?

You can apply to increase your credit limit via our Live Chat and our Customer Service team will assist you with a credit limit increase application, subject to our eligibility criteria. Or you can also call us on 1300 115 533.

How do I decrease my credit limit?

You can easily decrease your credit limit through Skye Self Service; please note the new limit you apply for must be:

  • Lower than your current limit
  • Greater than your current balance plus any pending transactions.
  • Greater than the minimum allowed for this product, which is $1,000
  • A multiple of $100 (for example $5,300)
Can I make cash withdrawals on my Skye Mastercard?

Yes. You can use your Skye Mastercard to withdraw cash from your Skye account at any ATM. Cash withdrawals do not qualify for the 90 days Interest Free and no repayments or for any other Interest Free promotional period. Cash withdrawals attract interest at the Cash Advance Rate from the date of the transaction plus any cash advance fees.

What are the daily cash withdrawal limits?

The daily cash withdrawal limit is $1000 cash per day.

Do cash withdrawals affect my Interest Free transactions?

No. Cash withdrawals will not affect any Interest Free Term or promotional purchase you may have made on your Skye account.

Can I access my Skye account online?

Yes – through Skye Self Service. If you haven’t already registered for Skye Self Service, click here to register.

What do I do if my Skye Mastercard is lost or stolen?

Please immediately report it as lost or stolen through your Skye Self Service, you can also temporarily block your card to prevent it being used.

What do I do if I’ve spotted a transaction I don’t recognise?

If there’s a transaction that you don’t recognise it could be because:

  • The business could be trading in a different name
  • The purchase was made by a family member or another cardholder authorised to use the account
  • The transaction could have been made in a foreign currency and converted into Australian dollars

If you want to dispute a transaction, we recommend that you complete the ‘Notice of disputed transaction’ form. Once you’ve completed the form, please send it to fraud@flexigroup.com.au as soon as possible.

Where multiple transactions are being disputed please attach a statement for each disputed transaction with the transactions highlighted.

Repayments
How can I make repayments?

There are three ways that you can make repayments to your Skye Mastercard:

  1. Setting up monthly Direct Debit payments from your nominated bank account
  2. Via BPAY
  3. A one-time payment through Skye Self Service
When are the repayments due?

The minimum payment for each statement period that you must pay is the greater of:

  • 3.00% of the Eligible Unpaid Balance at the date of the statement; or
  • $30.00. However, if the Eligible Unpaid Balance is less than $30.00, you must pay that amount in full.

You must also pay:

  • overdue repayments plus the amount (if any) by which the Unpaid Balance exceeds your credit limit; and scheduled Instalment Repayments (if any) you have agreed with us at the times agreed with us.
How do I know when a payment is due?

An email notice that your statement is available in Skye Self Service will be sent to you two weeks before your minimum monthly payment is due.

You can elect to receive paper statements but please note that there is a $2.50 paper statement fee that is charged for each paper statement we provide you.

How do I close my Skye account?

After your Skye account is paid in full, you can request to close your Skye account through Skye Self Service.

To close your account and terminate your contract, you must do the following:

  • Ensure the balance on your card is zero, or you have a credit balance.
  • Ensure there are no pending transactions on your account that are not yet showing in your transaction list.
  • Securely destroy your card and those of any additional cardholders.

Once your request has been submitted you will receive a closure confirmation within 5 business day. Your final statement will be sent to you at the end of your normal statement cycle.

Is there an early payout fee?

Customers who pay out their account before the Interest Free period do not incur an early payment fee. It's completely up to you if you want to pay the loan out sooner or later.

What are the BPAY payment details?

BPAY payments can be made through your financial institution to repay your Skye account.

To make a payment via BPAY you will need the following information;

  • Skye Mastercard BPAY Biller Code: 287714
  • Reference Number: You can find your unique Reference Number in the ‘Payments’ section in your Skye Self Service account or on the second page of your statement.

*Please note all BPAY payments will incur a 0.95c payment handling fee.

How can I set up a reoccurring Direct Debit?

To set up a reoccurring Direct Debit click here.

You will be able to set up either:

  • A minimum monthly payment; or
  • A fixed monthly payment

Please note that Direct Debits can only be set up as monthly. Payments will only be taken on the due date of the account.

If I make a one-time payment will my reoccurring Direct Debit still occur?

Yes. If you make a one-time payment your reoccurring Direct Debit payment will still be taken. Once you have set up a reoccurring Direct Debit, this will automatically be taken monthly.

Financial Difficulty
What do I do if I can’t make a repayment?

If the unexpected happens and you’re having any concerns or difficulties in making your minimum monthly repayments or immediately paying any overdue amounts, please call us immediately on 1300 115 533 and select prompt 1. We can help with guidance and support.

MOTION CODE™ technology
How often will the card verification value (CVV) number update?

The CVV number will be refreshed on the hour every hour.

How will direct debits work if the CVV is constantly changing?

In the case of online recurring payments/bills (e.g. gas, electricity, water invoices) the dynamic security code is verified at the authorisation phase and this verification will be done once. Subsequent billings will not require security code verification.

I’m providing my card details over the phone, but the merchant is not going to process payment until tomorrow?

According to PCI rules, the merchant/retailer is not allowed to store your CVV details so as a customer you should be concerned as to why there is a delay in your authorisation. Given that your CVV details will constantly be changing you can expect that your transaction would be declined. We would recommend that the merchant confirm your details just before they complete the authorisation. There may be certain merchants who do not require your CVV number to complete the authorisation.

How long will the MOTION CODE™ battery last?

The battery has been designed to last 3 years or longer.

Is the card waterproof?

The card will be protected against intrusion, dust, accidental contact, and water by mechanical casings and electrical enclosures.
 

SkyePlans
What are SkyePlans?

SkyePlans allow you to convert purchases of $250 or more to your choice of 3 Interest Free Instalment Plans. You will be able to pay of big-ticket purchases in monthly instalments at 0% p.a. interest for a small establishment fee.

How do I set up a SkyePlan?

By logging into your Skye Self Service account, you will be able to convert Skye Mastercard® purchases of $250 or more to a SkyePlan. As you scroll through your recent transactions, any transaction of $250 or more will have the option to ‘Convert to SkyePlan’. Please note, that you can only convert up to 80% of your credit limit to a Skye Plan.

How much does it cost to establish a SkyePlan?

The table below summarises the establishment fees:

Term Establishment fee
9 months 3% of the purchase price
12 months 4% of the purchase price
15 months 5% of the purchase price

 

Can I establish a SkyePlan at any time?

A SkyePlan can be created within 30 days of making your eligible purchase.

If I have a Direct Debit set up, how often will the instalment amounts be debited from my account?

The instalment amounts will be debited from your nominated account on a monthly basis. If you do not have a direct debit set up, the instalment amounts will form part of your minimum monthly payment, payable on the date set out in your monthly statement.

Can I cancel a SkyePlan?

A SkyePlan can be cancelled at any time, but please note cancellation can take up to 5 business days. To cancel your SkyePlan contact us on 1300 115 533.

If your SkyePlan is cancelled, any remaining balance under a cancelled SkyePlan will be converted back to a standard Transaction and the annual percentage rate applicable to that cancelled amount will be the Card Purchase Rate.

What happens if I fail to make a SkyePlan repayment?

Under a SkyePlan, if you fail to pay all or part of a monthly Instalment Repayment, that amount:

  1. will be overdue
  2. will not form part of the SkyePlan or SkyePlan Remaining Balance
  3. will form part of the Unpaid Balance and
  4. interest (at the Card Purchase Rate) will be calculated and debited to your Skye Account on that overdue amount from the time it becomes overdue in accordance with the Conditions of Use.
Concerns or Feedback
What can I do if I have any concerns or feedback?

We genuinely want to hear suggestions for improvement and be given the opportunity to resolve any situations, confusions or complaints that may arise. If your complaint is not resolved by the Customer Service Team, refer your complaint to our Customer Relations Complaints Team by calling 1300 858 608 9am-5pm, Monday-Friday or emailing CustomerRelations.Complaints@Flexigroup.com.au

If you are unhappy with the resolution of your complaint by our Customer Relations Complaints team, the Australian Financial Complaints Authority (“AFCA”) helps individuals and small business customers resolve problems and disputes with their financial service provider, and its use is free for individual customers. AFCA can be contacted online at www.afca.org.au via telephone at 1800 931 678 or in writing through GPO Box 3, Melbourne, VIC 3001 (Australia.

Help

Check out some of our frequently asked questions.
General terms
Who can apply for a Skye Mastercard?

Anyone can apply for a Skye Mastercard® as long as they are;

  • 18+ years old
  • Earn $25,000+ p.a.
  • An Australian citizen or permanent resident of Australia
  • Clear credit file
What is an interest free term?

It is a period in which you do not have to pay any interest on your Skye purchase. Interest is payable on any balance outstanding after the Interest Free Term at the Expired Promotional Rate applicable to your Skye account

What is a deferred payment?

Where a deferred payment period applies, you are not required to make repayments until the end of the deferred payment period. Repayments are only included in the calculation of the Minimum Monthly Payment after the deferred payment period expires.

How can I view my statement?

Skye Self Service allows you to view your statement history.

For statements older than 6 months you can request this via email: customerservice@flexicards.com.au and a customer service representative will send these to your email address listed on your account.

You can elect to receive paper statements but please note that there is a $2.50 paper statement fee that is charged for each paper statement we provide you.

How can I add an additional card holder to my account?

You can add up to 4 additional card holders to your account through the Skye Self Service.

How can I nominate a third party to my account?

To authorise a third party to you will need to complete the Third-Party Consent Form and send it to us via email to customerservice@flexicards.com.au

How to use your Skye Mastercard
How long will it take for my Skye Mastercard to be delivered?

It will take approximately 5 – 7 business days for your Skye Mastercard to arrive.

How do I activate my Skye Mastercard?

Log in to Skye Self Service and activate your Skye Mastercard online.

Can I make additional purchases on my Skye account?

Yes. The next time you wish to shop and take advantage of an Interest Free offer at participating Skye retailers, simply have your Customer ID handy, and present this to the sales consultant. Your Customer ID can be found on the back of you Skye Mastercard.

The store will process an additional purchase for you. For all other purchases at non-Skye retailers, simply use your Skye Mastercard to make your purchase to take advantage of 90 days Interest Free and no repayments on every Skye purchase

Can I change my PIN?

Yes. You can change your PIN through Skye Self Service.

What’s the maximum credit limit?

You can apply for a credit limit up to $50,000. Your eligibility for credit is subject to our lending criteria and a credit assessment.

How do I increase my credit limit?

You can apply to increase your credit limit via our Live Chat and our Customer Service team will assist you with a credit limit increase application, subject to our eligibility criteria. Or you can also call us on 1300 115 533.

How do I decrease my credit limit?

You can easily decrease your credit limit through Skye Self Service; please note the new limit you apply for must be:

  • Lower than your current limit
  • Greater than your current balance plus any pending transactions.
  • Greater than the minimum allowed for this product, which is $1,000
  • A multiple of $100 (for example $5,300)
Can I make cash withdrawals on my Skye Mastercard?

Yes. You can use your Skye Mastercard to withdraw cash from your Skye account at any ATM. Cash withdrawals do not qualify for the 90 days Interest Free and no repayments or for any other Interest Free promotional period. Cash withdrawals attract interest at the Cash Advance Rate from the date of the transaction plus any cash advance fees.

What are the daily cash withdrawal limits?

The daily cash withdrawal limit is $1000 cash per day.

Do cash withdrawals affect my Interest Free transactions?

No. Cash withdrawals will not affect any Interest Free Term or promotional purchase you may have made on your Skye account.

Can I access my Skye account online?

Yes – through Skye Self Service. If you haven’t already registered for Skye Self Service, click here to register.

What do I do if my Skye Mastercard is lost or stolen?

Please immediately report it as lost or stolen through your Skye Self Service, you can also temporarily block your card to prevent it being used.

What do I do if I’ve spotted a transaction I don’t recognise?

If there’s a transaction that you don’t recognise it could be because:

  • The business could be trading in a different name
  • The purchase was made by a family member or another cardholder authorised to use the account
  • The transaction could have been made in a foreign currency and converted into Australian dollars

If you want to dispute a transaction, we recommend that you complete the ‘Notice of disputed transaction’ form. Once you’ve completed the form, please send it to fraud@flexigroup.com.au as soon as possible.

Where multiple transactions are being disputed please attach a statement for each disputed transaction with the transactions highlighted.

Repayments
How can I make repayments?

There are three ways that you can make repayments to your Skye Mastercard:

  1. Setting up monthly Direct Debit payments from your nominated bank account
  2. Via BPAY
  3. A one-time payment through Skye Self Service
When are the repayments due?

The minimum payment for each statement period that you must pay is the greater of:

  • 3.00% of the Eligible Unpaid Balance at the date of the statement; or
  • $30.00. However, if the Eligible Unpaid Balance is less than $30.00, you must pay that amount in full.

You must also pay:

  • overdue repayments plus the amount (if any) by which the Unpaid Balance exceeds your credit limit; and scheduled Instalment Repayments (if any) you have agreed with us at the times agreed with us.
How do I know when a payment is due?

An email notice that your statement is available in Skye Self Service will be sent to you two weeks before your minimum monthly payment is due.

You can elect to receive paper statements but please note that there is a $2.50 paper statement fee that is charged for each paper statement we provide you.

How do I close my Skye account?

After your Skye account is paid in full, you can request to close your Skye account through Skye Self Service.

To close your account and terminate your contract, you must do the following:

  • Ensure the balance on your card is zero, or you have a credit balance.
  • Ensure there are no pending transactions on your account that are not yet showing in your transaction list.
  • Securely destroy your card and those of any additional cardholders.

Once your request has been submitted you will receive a closure confirmation within 5 business day. Your final statement will be sent to you at the end of your normal statement cycle.

Is there an early payout fee?

Customers who pay out their account before the Interest Free period do not incur an early payment fee. It's completely up to you if you want to pay the loan out sooner or later.

What are the BPAY payment details?

BPAY payments can be made through your financial institution to repay your Skye account.

To make a payment via BPAY you will need the following information;

  • Skye Mastercard BPAY Biller Code: 287714
  • Reference Number: You can find your unique Reference Number in the ‘Payments’ section in your Skye Self Service account or on the second page of your statement.

*Please note all BPAY payments will incur a 0.95c payment handling fee.

How can I set up a reoccurring Direct Debit?

To set up a reoccurring Direct Debit click here.

You will be able to set up either:

  • A minimum monthly payment; or
  • A fixed monthly payment

Please note that Direct Debits can only be set up as monthly. Payments will only be taken on the due date of the account.

If I make a one-time payment will my reoccurring Direct Debit still occur?

Yes. If you make a one-time payment your reoccurring Direct Debit payment will still be taken. Once you have set up a reoccurring Direct Debit, this will automatically be taken monthly.

Financial Difficulty
What do I do if I can’t make a repayment?

If the unexpected happens and you’re having any concerns or difficulties in making your minimum monthly repayments or immediately paying any overdue amounts, please call us immediately on 1300 115 533 and select prompt 1. We can help with guidance and support.

MOTION CODE™ technology
How often will the card verification value (CVV) number update?

The CVV number will be refreshed on the hour every hour.

How will direct debits work if the CVV is constantly changing?

In the case of online recurring payments/bills (e.g. gas, electricity, water invoices) the dynamic security code is verified at the authorisation phase and this verification will be done once. Subsequent billings will not require security code verification.

I’m providing my card details over the phone, but the merchant is not going to process payment until tomorrow?

According to PCI rules, the merchant/retailer is not allowed to store your CVV details so as a customer you should be concerned as to why there is a delay in your authorisation. Given that your CVV details will constantly be changing you can expect that your transaction would be declined. We would recommend that the merchant confirm your details just before they complete the authorisation. There may be certain merchants who do not require your CVV number to complete the authorisation.

How long will the MOTION CODE™ battery last?

The battery has been designed to last 3 years or longer.

Is the card waterproof?

The card will be protected against intrusion, dust, accidental contact, and water by mechanical casings and electrical enclosures.
 

SkyePlans
What are SkyePlans?

SkyePlans allow you to convert purchases of $250 or more to your choice of 3 Interest Free Instalment Plans. You will be able to pay of big-ticket purchases in monthly instalments at 0% p.a. interest for a small establishment fee.

How do I set up a SkyePlan?

By logging into your Skye Self Service account, you will be able to convert Skye Mastercard® purchases of $250 or more to a SkyePlan. As you scroll through your recent transactions, any transaction of $250 or more will have the option to ‘Convert to SkyePlan’. Please note, that you can only convert up to 80% of your credit limit to a Skye Plan.

How much does it cost to establish a SkyePlan?

The table below summarises the establishment fees:

Term Establishment fee
9 months 3% of the purchase price
12 months 4% of the purchase price
15 months 5% of the purchase price

 

Can I establish a SkyePlan at any time?

A SkyePlan can be created within 30 days of making your eligible purchase.

If I have a Direct Debit set up, how often will the instalment amounts be debited from my account?

The instalment amounts will be debited from your nominated account on a monthly basis. If you do not have a direct debit set up, the instalment amounts will form part of your minimum monthly payment, payable on the date set out in your monthly statement.

Can I cancel a SkyePlan?

A SkyePlan can be cancelled at any time, but please note cancellation can take up to 5 business days. To cancel your SkyePlan contact us on 1300 115 533.

If your SkyePlan is cancelled, any remaining balance under a cancelled SkyePlan will be converted back to a standard Transaction and the annual percentage rate applicable to that cancelled amount will be the Card Purchase Rate.

What happens if I fail to make a SkyePlan repayment?

Under a SkyePlan, if you fail to pay all or part of a monthly Instalment Repayment, that amount:

  1. will be overdue
  2. will not form part of the SkyePlan or SkyePlan Remaining Balance
  3. will form part of the Unpaid Balance and
  4. interest (at the Card Purchase Rate) will be calculated and debited to your Skye Account on that overdue amount from the time it becomes overdue in accordance with the Conditions of Use.
Concerns or Feedback
What can I do if I have any concerns or feedback?

We genuinely want to hear suggestions for improvement and be given the opportunity to resolve any situations, confusions or complaints that may arise. If your complaint is not resolved by the Customer Service Team, refer your complaint to our Customer Relations Complaints Team by calling 1300 858 608 9am-5pm, Monday-Friday or emailing CustomerRelations.Complaints@Flexigroup.com.au

If you are unhappy with the resolution of your complaint by our Customer Relations Complaints team, the Australian Financial Complaints Authority (“AFCA”) helps individuals and small business customers resolve problems and disputes with their financial service provider, and its use is free for individual customers. AFCA can be contacted online at www.afca.org.au via telephone at 1800 931 678 or in writing through GPO Box 3, Melbourne, VIC 3001 (Australia.