PIN Change Help Guide

Getting started

The PIN change service is completed in two stages – the first stage is through Heritage Online and the second is through a PIN change website. For joint, business and non-personal accounts you'll need to call us during the process to release a One Time Password. 

To get started, you'll need:

  • Your Heritage Visa Debit or Credit card
  • Pen and paper
  • An email address or mobile phone number recorded on your account 

Remember you have three attempts to complete your PIN change and one hour. After this, you'll need to start the process again.

Watch the video below for a step-by-step guide to change your PIN.

To ensure you have a trouble-free experience, ensure your system is up to date. You can learn more about our minimum system requirements here.
Individual Account

Use the following steps to change or choose your PIN for an individual account. You must have an email address or mobile phone number listed on your account to use this service.

  1. Login to Heritage Online. Ensure you login using the account for the card you want to change the PIN on.

  2. Under services select, 'Change PIN on Card'

  3. Select the card that needs the PIN changed
    1. Select card number
    2. How you wish to receive the One Time Password
    3. If One Time Password is by mobile, select mobile number
    4. Click on Submit
    5. The Change PIN page will be displayed, please write down the PIN Change number

  4. This completes the first half of you PIN Change request. Continue to follow the instructions on screen.

  5. Visit www.changemypin.com.au and enter the following details:
    1. PIN Change number (that was displayed on screen, and you wrote down)
    2. One Time Password that was sent to your email or mobile (whichever you chose)
    3. Enter the new PIN you want for the card, and re-enter it to confirm
    4. Review and accept the terms and conditions

  6. Process complete 
Joint, Business or Non-personal Account

Use the following steps to change or choose your PIN for a joint, business or non-personal account. You must have an email address or mobile phone number listed on your account to use this service. 

  1. Login to Heritage Online. Ensure you login using the account for the card you want to change the PIN on.

  2. Under services select, 'Change PIN on Card'

  3. Select the card that needs the PIN changed:
    1. Select card number
    2. How the One Time Password should be delivered (email or mobile)
    3. If One Time Password is by mobile, select mobile number
    4. Click on Submit

  4. Cardholder then needs to call Heritage Contact Centre (on 13 14 22)  to release One Time Password
    1. Cardholder will be identified to ensure the PIN isn’t changed on a card for another person who operates the account
    2. The One Time Password (OTP) will then be released and sent.
    3. Cardholder can then complete the final part of the PIN Change process

  5. Visit www.changemypin.com.au and enter the following details:
    1. PIN Change number
    2. One Time Password
    3. Enter the PIN you want for the card and re-enter it to confirm
    4. Review and accept the terms and conditions

  6. Process complete 
PIN Terms & Conditions

If you don’t follow these guidelines, you could contribute to any losses that could occur from unauthorised transactions on your card. That means you may be liable for all or part of such losses. If you suspect that someone else knows your PIN, you should change it immediately.

You can select your own PIN, but for your own security please remember:

×  Never use your date-of-birth as your PIN
×  Never use your postcode as your PIN
×  Don’t choose a trivial PIN such as ‘1234’ or similar

Your PIN is your electronic signature so please protect its confidentiality carefully. To keep it safe, it’s important that you NEVER:

×  Disclose your PIN to anyone else, including friends or family
×  Allow anyone else to see you enter your PIN
×  Keep a record of your PIN as a phone number or date where no other phone numbers or dates exist
×  Record your PIN in reverse order
×  Record your PIN in easily understood code eg A=1, B=2 etc
×  Record your PIN as a series of numbers, with some circled or highlighted
×  Write or record the PIN an any form on the card
×  Keep a record of your PIN with or near the card, unless it is disguised in a way that is meaningless to another person 
×  Record your PIN on any article you carry with the card, or could lose with the card

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