FAQs

 
Lost/stolen cards

Contact us as soon as you realise your card has been stolen: 087 575 9401 or +27 11 369 1189.

 
What is travelbank?

travelbank is an account, created especially for you to keep your kulula moolah. Once you are ready to spend your kulula moolah on flight bookings, you simply log into kulula.com and choose travelbank as your payment method.

 
How do I see how much moolah I have?

Your balance will be shown when you log in to travelbank.

 
Where can I find my account number?

Your account number can be found on your monthly statement or you can call us on 087 575 9401.

 
How do I set up a debit order to pay my credit card?

Call us on 087 575 9401 and we’ll set it up for you. Once we receive your request it will be active within 14 days.

 
How do I activate my online banking?

 
What happened to jetsetters?

We merged jetsetters with our kulula credit card. With the kulula credit card you'll earn flights faster with us than anywhere else, and we'll give you rewards you can actually use. To earn kulula moolah, you need to become a kulula credit cardholder.

Spend R1,000 within the first 30 days of getting your new kulula credit card, and we'll give you R200 kulula moolah to get you started. Why not apply now; there are so many more benefits to having a kulula credit card.

 

chip and PIN

 
What is a chip & PIN card?

Known as the 21st century version of credit cards, chip cards are smart cards containing a silicon computer microchip that store data and perform certain processing functions.

 
Why use a chip & PIN card?

The chip on the front of a plastic card is more secure than the magnetic stripe used on the back, even when used in terminals that are off line. The chip is capable of supporting add-on services such as retailer loyalty programmes and electronic purse schemes, as well as securing internet payments and home banking functions.

 
Why do we need chip & PIN cards?

Fraudsters are constantly looking for new ways to compromise payment cards. Chip & PIN cards help protect against this threat, unlike the magnetic stripe on existing payment cards, the information on the chip cannot be copied onto another chip. Chip & PIN cards are not just a fraud prevention tool, but have the added bonus of storing large amounts of data, opening up a whole world of opportunities.

 
How does the chip work to secure a card?

The chip uses encryption technology to authenticate the card and ensure that the card is genuine. Before the card is issued, unique data known only to the card issuer is encrypted in the chip. During transactions, the terminal will request this encrypted information from the card offline. Once the card is validated, the transaction can proceed.

 
What happens if the card is counterfeit?

If the card contains fraudulent altered data or data not genuine to the card, it will not be able to provide a correct response to the terminal and the transaction will be declined.

 
Can the chip be used for anything else?

Yes, while the magnetic stripe on a credit card can store very little information, chip & PIN cards have the ability to hold payment card data and much more. The extra memory in the chip can also be used to support add-on-services such as retailer loyalty programmes, and as the industry develops, new card products such as electronic purse schemes.

 
Can chip & PIN cards be used in all electronic terminals?

The chip embedded in these cards is only effective in chip-enabled terminals. However, while the migration to smart cards is underway, cards will continue to have the magnetic stripe on the back of the card for use in non-chip capable terminals. Most Point of Sale terminals in South Africa are chip-enabled, so the benefits of reduced fraud losses and the introduction of new products and services are now possible.

 
Will shoppers still have to sign for retail transactions?

For the moment, signatures are still required at non-chip & PIN compliant terminals to verify card purchases, and certain merchants still insist on a signature even for chip transactions.

 
What will happen to the existing magnetic stripe on a card?

The magnetic stripe will initially remain on all cards so that they can continue to be used in locations (local and international) that have not yet been upgraded to accept chip & PINs.

 
Why are these changes taking place now?

Magnetic stripe payment cards have been in use for approximately 30 years. The migration to chip & PIN technology enables us to cater for different customer demands into the next millennium. Chip technology offers both security and an expanded memory capacity, which plays a vital role in future customer-focused value-added services and relationships for many years to come.

 
What do chip & PIN cards look like?

The only difference between chip & PIN cards to regular payment cards is the integrated computer chip embedded on the front left-hand side of the card and a shorter signature panel on the reverse.

 
What happens if the terminal has a problem processing my chip & PIN card?

The new chip & PIN cards will still carry the familiar black magnetic stripe on the back of the card. If the chip of the card or the terminal’s chip-reader is faulty, the backup magnetic stripe will still allow your transaction to be processed.

 
Can I change my PIN at an ATM?

A PIN will be sent to you with your new card. You can change your PIN at an FNB ATM only. To do this, access your account with your existing PIN, then select ‘My Banking Options’. If you’re registered with kulula Online Banking, you can change your PIN online.

 
What if the ATM retains my card?

It’s possible that ATMS may either retain or reject your card. If your card is retained, call 087 575 9401 to order a new card.

 
Why is the number on my new kulula gold credit card different to the one I had previously?

Your kulula credit card number changes whenever a new kulula gold credit card is issued.

 
I currently have a kulula credit card that does not yet have a chip. When can it be upgraded to chip?

You will receive a kulula gold chip & PIN credit card when your existing card expires or needs replacing.

 
If my spouse/family member has a secondary card linked to mine, will they be upgraded too?

Yes, once their card has expired or is replaced before the expiry date, they will be issued with a kulula gold chip & PIN credit card.

 
What will the difference be at the point of sale terminal?

Where previously you had to sign a receipt, you will enter your four digit PIN into a PIN pad. NB: Always check the amount before confirming the transaction.

 
Will I be able to use a PIN payment card abroad?

The international card schemes enable you to use your card at overseas retailers and ATMs. The long term global objective is for all countries to use one common method of cardholder identification. Many countries are already implementing or planning to implement a chip & PIN system.

 
Will my chip & PIN kulula gold credit card expire in the future?

Like magnetic stripe credit cards, chip & PIN kulula gold credit cards expire after 2 years.

 
Will I need a new PIN for my new kulula gold credit card?

Yes, chip & PIN go hand in hand. New card, new PIN. If you’re registered on kulula online banking, you can view your automatically generated PIN online. You can change your PIN online, but will need to have it synchronised at an FNB ATM, or simply change your PIN at an FNB ATM where it will synchronise at the same time.

 
What if I type the wrong PIN in or forget my PIN?

To protect cardholders against fraud, as with any ATM transaction, you are allowed three PIN entries before the transaction is cancelled.

 
Where can I get a PIN?

A PIN is generated with every new credit card issued. To view your PIN and manage your card, register with kulula online banking by contacting us on 087 575 9401.