Help & Support

Take a look at our frequently asked questions below or find more answers in our Help Centre.

Set up

I have received an email from Extraordinary, how do I set up my account?

Within the email, you will see a button that will take you to the Extraordinary App to complete your account creation.

First you will require you to set up your personal password. Once you have created a password and logged in, you will be prompted to go through the remainder of the onboarding process. As part of our know your customer process, we will require you to have a valid ID as well as completing facial recognition.

How do I use my Extraordinary card for in person payments?

Insert or swipe your card into the eftpos terminal. Select credit on the eftpos machine. Enter your pin. Press enter

Why do I need to add my ID and facial recognition?

As Extraordinary will be providing you with a Extraordinary Mastercard, we are required to complete processes similar to banks called AML and KYC. This information will only be used in the process of onboarding and ordering your Extraordinary Card from the NZ Card Burau.

Will I need to add my card to my Extraordinary account?

Once you have completed your Account Activation and your card is received, it will automatically be attached to your personal Extraordinary account. You will need to activate your card on the application before using the card.

How can I see what my balance is?

If you login to your Extraordinary account via the website, your balance will be displayed on the homepage. You can also use an ATM to view your balance, but cash cannot be withdrawn.

Using Extraordinary

How will I know where I can use my Extraordinary funds?

If you login to your Extraordinary account via the website, your accepted service types will be displayed on the homepage. If you are unsure, please contact the Extraordinary support team using the chat function in the bottom right hand corner on both the application and the website.

Can I use my Extraordinary card for online purchases?

Yes, the Extraordinary card can be used like any other Debit Card. (As long as it is used within your approved sector services – check your Extraordinary account to find out where you can use your funds)

Am I able to add my Extraordinary card to Apple Pay or Android wallet?

No, this is not currently supported. We are working on allowing the Extraordinary card to work in your virtual wallet. We aim for this to be ready in early 2025. Please check back here for updates!

Transactions

How do I view my transaction history?

If you login to your Extraordinary account you will be able to view your transaction history on the bottom of your home page. You can also click to increase the number of transactions shown on your history if required.

What if I need to spend more funds than I have available?

You will need to pay the remaining amount using another payment method. I.e Debit Card, Cash, Credit Card etc.

What happens if I lose my card?

You can block your card via your Extraordinary account under your account settings. To order another card, you will need to communicate with your organization. If you cannot locate your card it is important you complete the blocking process as soon as possible.

Are there any fees associated with using the Extraordinary card?

Extraordinary does not charge any fees to use your Extraordinary Card. You may be subjected to merchant charges at the terminal as you would with any other payment card. These charges are at the discretion of the service provider you are purchasing from.

Will I need to set up a pin number?

Yes, once you have received your card and activate the card within the application, you will be asked to set up a pin number for your card.

How do I contact you if I need help?

You can contact us through the chat function available when you log in at my.extraordinarypay.com, by visiting our Help Centre at help-my.extraordinarypay.com/hc, or by emailing us at support@extraordinarypay.com

What happens if I try to spend more than the amount I have remaining on my card?

The transaction will decline. You can ask the merchant to make a split payment, paying the amount on your card using Extraordinary and the remainder from other sources.

What happens if I don't have a smartphone to do the account activation

You have several options. Most computers and laptops have camera functionality so can be used for the process. Alternatively, you can borrow a phone or laptop or contact us through our Help Centre on help-my.extraordinarypay.com/hc and we will work with you to activate your account.

My transaction unexpectedly declined, what can I do?

Transactions should only decline if you are attempting to transact outside of the approved categories set by your employer, if you do not have enough balance in your account to transact against the current purchase, or if your card has been blocked by either you or your employer. Extraordinary will send you a notification to communicate this to you at the time of a declined transaction. If you believe you have received a declined transaction for any other reason, please contact us through our Help Centre on help-my.extraordinarypay.com/hc.

Can I use my Extraordinary card overseas?

Yes you can use your Extraordinary debit card overseas, as long as it’s used within your approved sector type. You will be subjected to foreign exchange fees as you would with any other payment card.

What happens if I forget my PIN number?

If you forget your PIN number, you can reset it via your Extraordinary account under your account settings

Can I use paywave?

Yes! The first time you use your Extraordinary card, you will need to insert your card into the eftpos terminal, select Credit, enter your PIN, and press enter.Once you’ve made your initial purchase, by inserting the card and using your PIN, you’re able to use payWave for future transactions.Your payWave purchase may be subject to merchant charges at the terminal as with any other payment card. These charges are at the discretion of the service provider you are purchasing from.

I don’t know if a particular merchant will accept my Extraordinary card. Is there somewhere I can check?

Your Extraordinary card will work at your accepted categories your employer has agreed to support. You can click on the categories on the homepage of the application and it will take you to a google search of providers near you that fit the named category.

I don’t have an acceptable form of ID. How can I proceed?

Please contact us through our Help Centre (help-my.extraordinarypay.com/hc) and we’ll work together with you and your employer to explore your options.

I wasn't able to complete the account activation, what happens now?

Please contact us through our Help Centre (help-my.extraordinarypay.com/hc) and we’ll work together with you and your employer to explore your options.

What happens if I leave my employer?

Your employer will remove you from our system and your card will cease to be active

What happens if I dont spend all my money within a given year?

Unused funds expire at the end of each year, this will be displayed on the App so you will know when the funds expire. Depending on our agreement with your employer, we may send push notifications to remind you of expiring balances

How do I find out when my current balance expires?

This will be displayed on the Extraordinary App at my.extraordinarypay.com.

My balance is zero, is my card still useful or can I throw it away?

Please keep your card as cards last for three years and most employers will be reloading funds on the card annually. Only destroy your card if your employer has advised that it will not be offering Extraordinary as a benefit in the future.

Both my old employer and my new employer offer Extraordinary. Will I need a new card?

Yes

I have received my card, how do I get back to the app to check my balance?

Does the app work on all browsers?

Yes

How do I unblock the card?

You can block and unblock your card in the Extraordinary app (my.extraordinarypay.com). This is useful if you temporarily misplace your card. If you lose your card and require a replacement, block your card and contact your employer. They will be able to arrange a replacement card for you.

Can I contact Extraordinary 24/7 if I experience a transaction decline?

Our office hours are 8am – 6pm Monday to Friday but outside of this these times, we will do our best to respond to live chat

Can I start using my card as soon as I get it?

Once you receive your card, you need to activate it by setting a PIN in the Extraordinary app my.extraordinarypay.com. The first time you use your Extraordinary card, you will need to insert your card into the eftpos terminal, select Credit, enter your PIN, and press Enter.

Do I have to use the funds on the card for myself, or can I use my card to help my friends and whanau?

This is for you to discuss with your employer, who provides the card and the funds on it. For security reasons, do not disclose your card PIN or allow another person to make transactions with your card.

What happens if I lose my card?

You can block your card in the Extraordinary app my.extraordinarypay.com. Security best practise is to treat your Extraordinary card the same as you would your personal bank cards. Do not disclose your PIN, card number or account information to anyone. If you lose your card or suspect someone else has access to this information, let your employer know and then contact the Extraordinary support team by visiting our Help Centre help-my.extraordinarypay.com/hc, or by emailing us at support@extraordinarypay.com.