PayID is a registered trademark of NPP Australia Limited.
BPAY® is registered to BPAY Pty Ltd ABN 69 079 137 518.
We're aware of scam emails being sent that impersonate MyCard asking customers to verify their account details to restore full access to their account. Do not click the link or provide any information.
- The email will say that we reached out regarding a manual verification required for your account and that we have temporarily limited certain card features. They will provide a link for you to click to restore the features by completing a verification process.
- Do not reply to the message, click the link or copy the URL into your browser and block the sender immediately.
If you have received this type of email or text message, please report it via email as an attachment to: phish@mycard.com.au. If you have provided information, contact us on 13 24 84 or +61 2 8225 0615 if you are overseas immediately.
Quarter 4 2025 availability
This table provides details for each type of payment service for the period October to December 2025 (Quarter 4)
| Service type | Service availability (percentage) | Significant outages due to problems at NAB (total hours:minutes) | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) |
|---|---|---|---|
Service type Withdraw/deposit cash at an ATM | Service availability (percentage) N/A | Significant outages due to problems at NAB (total hours:minutes) N/A | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) N/A |
Service type Transact over-the-counter in a branch | Service availability (percentage) N/A | Significant outages due to problems at NAB (total hours:minutes) N/A | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) N/A |
Service type Make card payments (cardholders) | Service availability (percentage) 100% | Significant outages due to problems at NAB (total hours:minutes) 100% | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) 100% |
Service type Accept card payments (businesses) | Service availability (percentage) N/A | Significant outages due to problems at NAB (total hours:minutes) N/A | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) N/A |
Service type Access accounts using online banking (web browser or mobile device app) | Service availability (percentage) 100% | Significant outages due to problems at NAB (total hours:minutes) 100% | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) 100% |
Service type Make/receive account transfers – fast payments | Service availability (percentage) N/A | Significant outages due to problems at NAB (total hours:minutes) N/A | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) N/A |
Service type Make/receive account transfers – next business day | Service availability (percentage) 100% | Significant outages due to problems at NAB (total hours:minutes) 100% | Significant outages due to system-wide infrastructure problems or natural disasters (total hours:minutes) 100% |
Description of services and metrics
This table provides useful descriptions of the terms we use for our payment services and the metrics used to measure the service availability.
View detailed information on the compilation of the disclosure data (PDF, 5MB)
| Service or metric | Description |
|---|---|
Service or metric Service availability % (percentage) | Description The actual amount of time that the service is not experiencing a significant outage, as a proportion of the amount of time during which the service was planned to be available in the quarter. Planned available time excludes planned outages (e.g. for system maintenance). |
Service or metric Significant outage | Description Unplanned unavailability of a service that meets minimum thresholds for duration and the proportion of customers affected. |
Service or metric System-wide infrastructures | Description Includes payment systems provided by the RBA, card schemes and other central payment system infrastructure; electricity network; and provider of telecommunications network links to MyCard’s operating or data centres. |
Service or metric Withdrawal/deposit cash at ATM | Description N/A |
Service or metric Transact over-the-counter at a branch | Description N/A |
Service or metric Make card payments (cardholders) | Description Ability to use a MyCard-branded debit, prepaid or credit card to make a payment either in-store, on a mobile device (e.g. through an app) or online. Outages exclude problems with the business’ payments acceptance device or payments provider or a customer’s mobile device. |
Service or metric Make card payments (businesses) | Description N/A |
Service or metric Access accounts using online banking (web browser or mobile device app) | Description Ability to log in, transfer between own accounts at MyCard, initiate payments and/or view accurate and up to date account information. Excludes the ability to process payments, which is covered in ‘make/receive account transfers (fast payments)’ and ‘make/receive account transfers - next business day’. |
Service or metric Make/receive account transfers – fast payments | Description N/A |
Service or metric Make/receive account transfers – next business day | Description Ability of MyCard to process bank account transfers, with funds becoming available to the recipient on the next business day or later. Includes account-to-account transfers (Pay Anyone) and scheduled payments (for example, direct debits, and payroll payments by businesses) not made as fast payments through NPP/Osko, and BPAY® payments. Outages exclude the inability to initiate payments due to unavailability of web or app banking channels, or a branch. |