Get in touch
Contact Us
Pick a topic below, call 13 13 11, or write to us. A real human picks up during business hours.
Have a question? Choose a topic and a question, or call us — we’ll do our best to help. The same answers are listed further down this page so you can read them without using the menus.
Existing customers can also log in to the Members’ Area to resume an unfinished application, check a balance, or manage a loan.
Reach us directly
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Phone
13 13 11 -
Contact hours
Monday to Friday 9am–8pm
Saturday 9am–5pm
Who you’re contacting
Venture 5 Group Pty Ltd trading as CashnGo Australia
Australian Credit Licence 431627 · ACN 156 288 078 · ABN 82 156 288 078
AFCA membership number 44281
Reaching us
Every question from the menus is listed here so you can read it without opening a drop-down.
Customer Care is available Monday to Friday 9am–8pm and Saturday 9am–5pm. Call 13 13 11, or email customercare@cashngo.com.au.
You can start an application online any time. If you write outside hours, include your full name, a number we can reach you on, and your loan reference if you have one — we’ll come back the next business day.
You can start or resume an application online at any time — that part does not wait for the office to open.
Customer Care answers the phone Monday to Friday 9am–8pm and Saturday 9am–5pm (Australian time). If you email outside those hours, include your full name, a number we can reach you on, and your loan reference if you have one. We come back the next business day.
If you email customercare@cashngo.com.au, put enough in the first message that we can find you without a back-and-forth.
Include your full name, a mobile we can call, your loan reference if you already have a loan with us, and a short description of what you need.
Don’t send copies of your internet banking password, or extra identity documents, unless we have asked for them. If the message is a complaint, use complaints@cashngo.com.au as well — or instead — so it is logged on that path.
You do not need to visit an office to apply, sign, or manage a loan. The application, the contract and the Members’ Area are all online, from anywhere in Australia.
For help, call 13 13 11, email customercare@cashngo.com.au, or log in to the Members’ Area.
CashnGo is a direct lender, not a broker. The credit provider is Venture 5 Group Pty Ltd trading as CashnGo Australia, ACN 156 288 078, ABN 82 156 288 078, Australian Credit Licence 431627.
You deal with us from the first question through to the last repayment. If a question is about a loan you already have, have your name and reference number handy.
Applying for a loan
Small Loans run from $300 to $2,000. Medium Loans cover $2,100 to $5,000. That’s the whole range — $5,000 is the ceiling.
First-time customers may be eligible to borrow up to $600 if they’re employed, or up to $300 if they receive Centrelink benefits. The amount we can actually offer you depends on your income, your regular commitments and what you can comfortably repay. We work that out during the assessment, not before it.
If you already have a loan with us, you’ll need to finish those repayments before applying for another one.
You need to be at least 18, an Australian citizen or permanent resident, and receiving a regular income — from employment or another ongoing source — for at least three months.
Have your mobile, your email and your internet banking login handy. We use a secure read-only bank feed to view your statements so you don’t have to dig up PDFs. You’ll also need a Visa or Mastercard debit card linked to the account where your income lands.
The online application walks you through each step. It takes about five minutes.
The application takes about five minutes. Most people get an outcome in seconds. Some applications need a closer look and can take up to a business day, longer if we need more information or have to verify a detail.
We can’t tell you whether you’ll be approved before you’ve applied. Applying leaves a credit enquiry on your file.
Yes. Like most lenders, we carry out a credit check as part of the assessment. You’ll be asked to consent to that in the application. If you don’t consent, we can’t go any further — we need it to assess whether the loan is suitable.
We’re more interested in your current financial situation than issues you may have had years ago. Credit history is one part of the picture, not the whole thing.
If you are bankrupt, in a Part IX debt agreement or a Part X personal insolvency agreement, your application will be declined.
Usually, no. The bank feed lets us verify income and expenses without you uploading PDFs. If we do need anything extra, Customer Care will get in touch.
We can’t tell you whether you’ll be approved before you’ve applied. Applying leaves a credit enquiry on your file.
If you are bankrupt, in a Part IX debt agreement or a Part X personal insolvency agreement, the application will be declined. A patchy credit file is not an automatic no — we look at your current capacity to repay — but we still run a credit check and we can’t promise an outcome.
If we decline, Customer Care can explain what that means. They cannot reverse a responsible-lending decision just because you ask.
No. Our loans are unsecured. We don’t take your car, your home or anything else as security. What matters is that the repayments fit your budget.
An existing loan or the Members’ Area
Log in to the Members’ Area at app.cashngo.com.au/member-login. You can pick up an unfinished application, see your balance, and manage a current loan from there.
If you can’t get in, call 13 13 11 with the mobile and email you applied with. Don’t start a second application for the same loan — extra enquiries on your credit file in a short window can weigh on a decision.
Call Customer Care on 13 13 11 or email customercare@cashngo.com.au. Have your full name and, if you already have a loan, your reference number handy. We’ll update what we can on the call. Members can also check loan details in the Members’ Area.
Repayments are scheduled around your payday — weekly, fortnightly or monthly — and collected automatically from your nominated account by direct debit or debit card.
We’ll send you an SMS the day before a repayment is due. You can check your balance and schedule any time in the Members’ Area.
Yes, and we won’t charge you for it. There is no early-repayment fee. Clear the balance whenever you like and the monthly fees stop from that point on.
Fees and repayments
It depends on the product.
Small Loans of $2,000 or less have no interest and no APR. You pay a 20% establishment fee on the amount borrowed plus a 4% monthly fee, over a term of 62 to 180 days. Borrow $1,000 over 3 months and you repay $1,320 in total — $1,000 principal, a $200 establishment fee and $120 in monthly fees.
Medium Loans between $2,100 and $5,000, over 3 to 12 months, have a $400 establishment fee and a maximum annual percentage rate of 48% (comparison rate 65.6597% p.a.). A $3,000 loan over one year would come to $4,289 in total, including the establishment fee.
Every figure that applies to your loan is shown in the contract before you sign.
Repayments are scheduled around your payday — weekly, fortnightly or monthly — and collected automatically from your nominated account by direct debit or debit card.
We’ll send you an SMS the day before a repayment is due. You can check your balance and schedule any time in the Members’ Area.
Contact us as soon as you know — ideally at least two business days before the payment is due — so we can talk through options before anything bounces.
If a payment is attempted without enough money in the account, your bank may charge a dishonour fee and extra charges may apply under your contract.
Call 13 13 11. Don’t wait for it to become a pile of missed payments.
Because we have to be satisfied the repayments are affordable for you. If the amount you applied for doesn’t fit your budget, we may offer a smaller loan that still helps with what you needed, rather than stretching you.
That’s a responsible-lending assessment, not a bait-and-switch. You don’t have to accept the offer.
Financial hardship
Tell us as early as you can. You do not need to wait until a repayment is overdue. We’ll listen and talk through the assistance that may be available.
Call Customer Care on 13 13 11 or email customercare@cashngo.com.au. Our hardship policy is on this site if you want to read how the process works before you call.
You do not need to wait until a repayment is overdue. Tell us as early as you can.
Call Customer Care on 13 13 11, email hardship@cashngo.com.au, or log in to the Members’ Area and submit a hardship request in the self-service section.
The hardship policy on this site explains the formal program, supporting documents we may ask for, and how long a decision can take. Informal options — such as talking through a different schedule — may be faster depending on your situation. The National Debt Helpline on 1800 007 007 is free if you also want independent advice.
If your circumstances change, call us. We can talk through what’s possible — including a different schedule — based on where things actually stand. The sooner you ring, the more options we usually have.
A complaint, privacy or a dispute
Call Customer Care on 13 13 11 or email complaints@cashngo.com.au. Explain what happened as clearly as you can, and include your full name and loan reference if you have one.
We aim to resolve complaints quickly and must give you a response within 45 days. If you’re not satisfied with Customer Care, ask for an internal review by our Internal Dispute Resolution team.
If it’s still unresolved after that, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is free and independent. If you go to AFCA before we’ve finished our internal review, they will usually send you back to us first.
The Australian Financial Complaints Authority (AFCA) is the free, independent external dispute resolution scheme we belong to. CashnGo’s AFCA membership number is 44281.
Phone 1300 56 55 62 (9am to 5pm weekdays), use afca.org.au, or write to GPO Box 3, Melbourne VIC 3001.
Use AFCA after you’ve given our Internal Dispute Resolution team a chance to finish. You can also complain to the Office of the Australian Information Commissioner if the issue is about how we handled your personal information.
The application uses a secure, read-only bank feed so we can view statements and assess whether the repayments look affordable. That is not a way for us to move money around your accounts.
How we collect and use personal information is set out in our Privacy Policy. The bank feed itself is covered by the Bank Feed Terms you agree to in the application. Privacy questions can go to customercare@cashngo.com.au, marked for the Privacy Officer.
Before we enter a credit contract we have to assess whether the loan is not unsuitable for you — that’s a responsible-lending obligation under the National Consumer Credit Protection Act 2009, not a courtesy.
You can request a written copy of that Loan Suitability Assessment before you sign, or at any time within seven years of the contract. There is no fee. If you ask within the first two years, we provide it within 7 business days of the request; after that, within 21 business days.
Call 13 13 11 or email customercare@cashngo.com.au to ask for it.
Yes. The application uses a secure bank feed so we can view your statements and assess affordability without you uploading files. You log in to your internet banking as part of that step.
The connection is read-only for the assessment. It is not a way for us to move money around your accounts or change your banking details. How we handle that information is set out in our Bank Feed Terms and our Privacy Policy.
Something else
If none of the topics match, call 13 13 11, email customercare@cashngo.com.au, or log in to the Members’ Area and submit a service request.
Include your full name, a number we can reach, and your loan reference if you have one. Complaints go to complaints@cashngo.com.au. Hardship requests can go to hardship@cashngo.com.au or through the Members’ Area.