Support and issue centre
Keep FirstCard offers reliable after members start using them
A plain-language support loop for members and partners. It explains what to report, how FirstCard follows up and how issue signals protect members before offers are promoted more widely.
Offer issue response plan
FirstCard prioritises member-impacting offer problems before wider promotion. The public view stays aggregate-only: no member names, partner identities or private notes are exposed.
Offer did not work
Report expired codes, broken links, unclear exclusions or staff refusal so FirstCard can check the offer quickly.
Application or account help
Use Help & FAQs for login, application status, contact details or privacy questions.
Partner update needed
Partners should flag changed terms, end dates, contact changes or redemption problems before members rely on stale details.
Safety or privacy concern
Tell FirstCard if a member is asked for eligibility documents, unnecessary personal details or anything that feels unsafe.
Report an offer issue
Email firstcard@barayamal.com.au with the partner name, offer name, date, location or website and what happened. Mark the subject urgent if it involves privacy, safety or a member being asked for eligibility documents.
Member reports issue
Approved members can report from an offer card, or email FirstCard with the partner, date and what happened.
FirstCard triages
Urgent refusal, privacy and safety issues are prioritised before routine copy or expiry fixes.
Partner follow-up
FirstCard contacts the partner contact or pauses unclear offers until terms can be trusted.
Quality loop
Resolved issues improve guidance, partner readiness and launch QA before wider promotion.
What to include when reporting
- Partner or offer name, date, location or website and what happened.
- Whether the issue is urgent, privacy-related or a routine terms/code problem.
- Any public wording that looks wrong, unsafe or confusing.
- For partners: the updated expiry, terms, support contact or protected redemption change.