PayPal Rewards Card

Hardship assistance

We understand that, from time to time, some customers may experience financial difficulties caused by unemployment, injury, illness, a natural disaster, or other unexpected impact on your household income and/or expenses. We are here to support customers during these times.

If your financial circumstances have changed and you are unable to pay your account(s), you can request assistance by completing an Online Hardship Application form. Please ensure you have access to the mobile number you have registered on your credit card account. A code will be sent to authenticate your identity before you can proceed with the application.

Please also have information about your income, expenses, and assets on hand before you commence the application. Once you start filling in your details, you will need to complete the application as you will be unable to save and return to the form at a later stage.

If you are unable to access the Online Hardship Application form, you can download a PDF copy of the Hardship Application form and

• Email it to hardships@paypal-credit.com.au or
• Upload it online, log in to your PayPal account, select ‘PayPal Rewards Card’, then ‘My Statements’ and ‘Manage Documents’ or
• Post it to PO Box 3453 Sydney NSW 2001

• PayPal Rewards Card is issued by National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) ("NAB"). NAB has acquired the business relating to these products from Citigroup Pty Ltd (ABN 88 004 325 080, AFSL and Australian Credit Licence 238098) ("Citi") and has appointed Citi to assist to administer the products.
• If you hold a credit card or personal loan which was formerly issued by Citigroup Pty Ltd (and which is now issued by NAB) which is branded Citi, Card Services, Coles Financials Services, Suncorp Clear Options, Qantas Money, Kogan Money, Virgin Money, PayPal Rewards, Bank of Queensland or; Spot. Buy Now Pay Later issued by Diners Club Pty Ltd (now part of NAB), this hardship application will also be applied to any or all of those accounts as well. If you do not require hardship assistance on all of your accounts, please do not submit an online form and contact our hardship team on 1800 318 185.
• Once we have received your completed application form, one of our representatives will contact you to discuss your situation and solutions that may be available to assist you.
• You are not required to provide supporting documents at the time you submit your application. We will inform you if we require supporting documents.
• If you have been or are still paying for insurance on your credit card account(s) you may be eligible to make a claim with the insurer. Your account statement will indicate the name of the insurer you need to contact. Having or claiming on an insurance policy doesn't preclude you from applying for financial hardship assistance if you require it.
• Your card / account may be suspended from the time we receive your application for hardship assistance, and if approved, during the entire period you are on financial hardship. Your ability to continue to transact on your card / account will be based on your card or account status.

In July 2022, amendments to the Privacy Act 1988 introduce Financial Hardship Information (FHI) as a new category of information, which will be displayed on consumer credit reports alongside Repayment History Information (RHI). The Financial Hardship Information will indicate if you have entered into a temporary or permanent hardship arrangement but will not include the reasons for the arrangement you have entered into.

• The type of financial hardship arrangement you have entered which will depend on whether the changes to the terms of your loan or obligations are permanent or temporary.
• Variation Financial Hardship Arrangement (V) – indicates that a permanent variation to the terms of the consumer credit contract have been made and will be reported once in the month that the contractual variation took effect. Once the FHI has been reported with a Variation (V), the future RHI will be updated to indicate if the new monthly repayments are being paid on time or not.
• Temporary relief or deferral Financial Hardship Arrangement (A) - providing temporary relief from or deferral of the individual’s obligations in relation to consumer credit, reported each month that the arrangement is in place. During the period that any temporary relief or deferral Financial Hardship Arrangement is in place, the RHI will be concurrently reported to indicate whether you are meeting the obligations of your temporary financial hardship arrangement where payments were agreed to be made.

Equifax
• Web - https://www.equifax.com.au/
• Phone – 1300 762 207
Illion

• web - http://www.illion.com.au/
• Phone – 13 23 33
Experian
• Web - http://www.experian.com.au/credit-services/credit-reports/your-credit-report.html
• Phone – 1300 783 684

• www.ndh.org.au
• www.ausbanking.org.au

Privacy Policy

If you are applying for or already have a PayPal Rewards Card, the Citi Privacy Policy and NAB Privacy Policy will apply and can be found at  www.citigroup.com/australia/privacy/ and  nab.com.au/common/privacy-policy respectively. PayPal Rewards Card is issued by National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) ("NAB"). NAB has acquired the business relating to these products from Citigroup Pty Ltd (ABN 88 004 325 080, AFSL and Australian Credit Licence 238098) ("Citi") and has appointed Citi to assist to administer the products.

For any privacy related queries, please email privacy.officer@citi.com.au.

In the course of your use of this website, we may collect personal information about you, in which case the PayPal Privacy Statement will govern how that personal information may be used and disclosed. Please click here to see the PayPal Privacy Statement.