FAQs

Bank to bank transfer times can vary across financial institutions depending on the type of transfer you make.  

If you’re making a traditional inter-bank transfer it will take 1-3 business days. If you use NPP Faster Payments or a PayID it can be near real-time.

Transfer time into a Heritage Bank account

The fastest way to receive money into a Heritage Bank account from another financial institution is via NPP Faster Payments to a PayID or BSB and Account Number.

The New Payments Platform allows you to receive a faster payment from anyone whose financial institution is a participant and who has an eligible account. If you’re unsure if your sender can use this service, check for participating financial institutions on the NPP Website.  

Alternatively, your sender could use a traditional inter-bank transfer which will take 1-3 business days from any financial institution.

Transfer time from Heritage to another bank

From the Mobile Banking App

The fastest way to transfer money from Heritage Bank to another financial institution is using NPP Faster Payments on our Mobile Banking App.

If the account you’re sending money to is eligible to receive NPP Faster payments, then you will receive an option to make the payment ‘Within 2 hours’. If you can't see this option, then the account you are sending to is not eligible to receive an NPP transfer. The transfer must go as a traditional inter-bank transfer and it could take 1-3 business days.  

From Heritage Online

If you transfer money from Heritage Online on a desktop or mobile browser to another financial institution, it will take 1-3 business days to arrive.

If your Heritage Mobile Banking App isn't working you might like to try these troubleshooting ideas:

1. Check your operating system

Make sure your operating system is compatible with the Mobile Banking App. You can view our latest operating system requirements here. 

2. Check your App is up to date

Check that the Mobile Banking App is the most up to date version in your App store. 

3. Uninstall & reinstall

Delete the App from your device. Visit your App store to download it again and follow the steps to re-authenticate your device.

4. Check your internet settings

Check that your phone is allowing the Mobile Banking App to access the internet, and that your internet is stable and connected. You can usually check this within your settings App on your phone, and if you get stuck try visiting the FAQ's online for your device type:

• Android Support
• Apple Support
• Pixel Support

5. Use automatic time

If possible, use the automatic time and date set by your network provider.

6. Contact Heritage

If you need any more assistance with troubleshooting, contact us 24/7 on 13 14 22.

If you have misplaced your card, you can apply a temporary lock while you look for it. 

1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
2. Select the card you would like to apply the lock to.
3. Select 'Lock card’ and follow the prompts.
4. To unlock the card once you have found it, select the card that has been locked and tap the button to Unlock the card.

Note: This lock can only applies to the card selected. Any additional cards on your account will not be locked.

Card Payment Settings

If you'd like to block online, international in-store or all card payments, you can do so in the Mobile Banking App.

1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
2. Select the card you would like to manage payment settings for.
3. Select 'Payment Settings’ and choose all card payments, online payments or international in-store payments.
4. Follow the prompts to allow or disable.

At Heritage, your account number is your Member Number. This is provided to you when you join Heritage. 

Your member number is the same for all accounts you hold under one membership with Heritage. For example, if you hold a personal membership and a joint membership, these will have different member numbers.

You can view your account information when logged into the Heritage Mobile Banking App or Heritage Online.

If you're unable to login contact us for help 24/7 on 13 14 22.

What is my BSB?

Your BSB is different for each account type you hold with Heritage.

We assign a different six-digit BSB to each account type you can hold with us. 

For example, our Simply Access Transaction Account has the BSB 638-010 and our Online Saver Savings Account has the BSB 638-260.

When we process payments into or from your Heritage account, we use the BSB you nominated to debit or credit the correct account type under your membership. 

You can look up your BSB online or contact us for help 24/7 on 13 14 22.

If you would like to receive money into a Heritage Bank account from overseas, please use our Inward Telegraphic Transfer service powered by Convera. 

Complete the online form available here to obtain payment instructions.

This service allows the remitter (sender) to transfer money from an overseas bank account to a Heritage Bank account in over 30 currencies. The remitter should send the funds in their own currency, and Convera will convert them into Australian Dollars before forwarding to Heritage for credit to your account. 

If you'd like to deposit money into your Heritage account, you can do so at one of our branches or Smart ATM's.

Our branch locator online allows you to filter for ATM's in your area.

If an ATM is a Smart ATM that allows for cash deposits, 'Smart ATM' will be listed on the services of the location listing.

Note: Smart ATM's accept note and cheque deposits only. If you'd like to deposit coin you'll need to do this within branch hours.

Bank@Post

If you're unable to find a branch close by, you can also deposit cash using your card at your local Australia Post office using Bank@Post.

• Withdraw money
• Deposit cheques and/or cash
• Check your account balance

If you are a Heritage member, you can withdraw money using your Heritage Visa Debit Card at any Heritage ATM fee free. Find a Heritage ATM location near you.

If you can't find a Heritage ATM close by, you can also get money out fee free at any of the big 4 Banks ATMs in Australia. The big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank.

Some ATMs may still charge fees. You should always check the prompts on the ATM screen that will indicate if a fee is going to be charged.

If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will apply. Please read your Credit Card Details, Fees and Limits Guide and the Guide to Heritage Credit Card Products for more information.

Mistaken Interbank Transfer or BPAY®

If you’ve made a mistake with a money transfer get in touch with us as soon as possible on 13 14 22. Payments leave Heritage at different intervals throughout the day and we may be able to stop/reverse an Interbank or BPAY® transfer if the funds have not left Heritage. 

If we’re unable to reverse the transfer, we’ll request a trace and recall of the payment on your behalf. Timeframes will be in accordance with the ePayments code and may vary in exceptional circumstances. Our Guide to Heritage Deposit Products details this more.

Mistaken Fast Payment using Mobile Banking App (NPP)

If you made a mistake with an NPP Faster Payment in the Mobile Banking App, you may request for the funds to be returned by contacting Heritage, however there is no guarantee for their return.

If you have simply changed your mind about your transfer then the best option is to discuss the issue with the person you paid directly. For more information on the terms on mistaken NPP Faster Payments see the NPP Terms and Conditions. 

To check your account balance with Heritage Bank you can:

• Check your balance anytime day or night in Heritage Online, our Mobile Banking App or Phone Banking;
• Call us and request an account balance. If you can, have your member number (account number) at the ready; or
• Visit your local branch.

If you'd like to register for internet or phone banking, contact us on 13 14 22 or visit your local branch. 

Heritage Online

To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.

The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password depending on your settings.

Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Online you can also watch this helpful how-to video or visit the Heritage Online Help Centre.

Mobile Banking App

Adding a new Heritage or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.

1. Go to Move Money on the home screen or in the ☰ menu.
2. Select your from account.
3. Click on the Someone New button and select the type of payee you wish to add.
4. Input your payee's account details and check they are correct. Press continue. 
5. Complete the transfer as normal.

As a general guide, the default limit for cash withdrawals at ATMs within Australia and outside of Australia, and transactions using eftpos (cheque or savings) is $1,000. 

The default daily limit for purchases made online, by telephone or when using Visa (Credit) in stores is $10,000.

Further information about the daily spend limits on your card is set out in our Fees and Limits Guide.

We do not offer cardless cash withdrawals at our ATM's. If your card has been lost, stolen or misplaced, it's important to cancel it as soon as possible. You can do this in our Mobile Banking App or by calling 13 14 22.

If you require emergency access to cash, you can withdraw money from your local branch provided we can identify you sufficiently. 

Alternatively, give us a call on 13 14 22 and ask us to order a new card for you. Card delivery usually takes 7-10 working days, however you can request an express post card delivery within 5 working days for a fee of $25.

While your card is on it's way, use our Mobile Banking App to transfer money to other financial institutions in near real-time, using NPP Faster Payments. 

To find the nearest Heritage Bank ATM to you, see our locations page.

If you bank with Heritage, you can get money out fee free at Heritage ATM's and big 4 Bank ATMs in Australia. The Big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank.

Remember, some ATMs may still charge fees so it's important to check the prompts on the ATM screen that will indicate if a fee is going to be charged. 

Do you need to deposit a large amount of coin into your Heritage account? We have coin counter machines to help you. Once your coin is counted, you’ll receive a receipt that must be taken to the counter so the value can be deposited into your selected Heritage account

This service is available to Heritage members only accessible during branch opening hours.

Our coin counters are located at the following selected branches across QLD and NSW:

Brisbane

• Brookside
• Carindale
• Chermside
• Forest Lake
• Garden City
• Loganholme
• Morayfield  
• Queen St

Darling Downs

• Clifford Gardens
• Grand Central
• Highfields
• The Range
• Wilsonton 
• Warwick

Gold Coast

• Beenleigh
• Coomera
• Helensvale
• Nerang
• Robina
• Runaway Bay
• The Pines

Lockyer Valley

• Gatton
• Ipswich
• Springfield

North Coast NSW

• Tweed Heads

Sunshine Coast

• Caloundra
• Maroochydore 
• Noosa

Western Sydney

• Castle Hill
• Parramatta

Find your nearest branch

Visit our branch locator to find your nearest branch. If the branch has a coin counter, this will be listed in the branch services.

When you spend on your Heritage Visa Debit or Credit Card overseas, or online, in a currency that is not Australian Dollars (AUD), your purchase will need to be converted into AUD. To enable this conversion, you will pay an overseas currency conversion fee which is a percentage of your transaction.

If you withdraw money overseas you will also pay an overseas ATM or counter withdrawal fee. Some ATM operators may also charge their own fees. You should check the prompts on the ATM screen that will indicate if a fee is going to be charged.

The currency exchange rate you receive will be calculated at the time of your purchase or cash advance. You can use the Visa exchange rate calculator for an estimate of the rate you may receive.

Fees

The following fees apply for Visa Debit and Credit Cards. If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will also apply. Refer to our Fees and Limits guide for more information.

Are you travelling overseas soon?

• Call us on 13 14 22
• Talk to your local branch
• Submit a secure enquiry after you login to Heritage Online or your Mobile Banking App.

Apply for a Heritage home loan, personal loan or credit card in a way that suits you.

Face-to-face

Contact your local branch to make an appointment to talk to a Lending Specialist.

Virtual Appointment

Available for Home Loans. If you would like to conduct your appointment over a video conference let us know when you call your local branch. Our lenders have access to video conferencing technology so you can have the same experience of a face-to-face appointment, virtually! 

Online

Enquire for a credit card, home loan, personal loan or business loan online now. We’ll get back in touch with you as soon as possible to chat about your application and answer any questions you have.

Over the phone

You can start an application by calling us today on 13 14 22. We're available 24/7.

Heritage offers a full range of financial products.

• Home loans
• Personal loans
• Credit Cards
• Savings and transaction accounts
• Term deposits
• Business loans
• Business accounts
• Insurance through trusted providers

We also offer wide range of banking services that can help you access your money, in your way.

• Visa Debit Card
• Mobile Banking App
• Heritage Online
• Ways to pay
• Send money overseas
• Receive money from overseas
• Financial planning
• Business payment tools

We have branch locations throughout Queensland and NSW and our Contact Centre has a team available to assist you 24/7.

Talk to us today

Yes, we have mobile lending specialists available in selected areas to help with your home loan needs.

Mobile Lenders may be available for appointments in branch and at your home outside of hours across parts of Brisbane, Gold Coast, and Sydney.

Some branches are also open on Saturday mornings for your convenience.

Enquire online to get started or contact us 24/7 on 13 14 22.

Our Queensland Based Contact Centre is available to answer your call 24 hours a day, 7 days a week on 13 14 22.

You can also call Heritage from overseas on +61 7 4694 9000. 

You can also get in contact with your local branch, and check their opening hours, using our branch locator tool. 

To locate your closest Heritage branch and to find the services on offer, visit heritage.com.au/locations.

Alternatively, contact us 24/7 on 13 14 22.

At Heritage we are always pleased to hear from our customers . People first means putting the needs of our customers first, and hearing what they have to say helps us to achieve this promise. You can make an enquiry or provide us with feedback such as compliments, observations or suggestions by calling 13 14 22, sending an email to info@heritage.com.au or visiting your local Heritage branch.

If you are unhappy with your Heritage experience, learn more about our Complaint Management Promise.

You can also call Heritage from overseas on +61 7 4694 9000. 

Heritage Bank is an Australian customer-owned bank. This means we're owned by our customers, not shareholders. Instead of pursuing massive profits, our customer-owned status means we can focus on putting people first through award-winning service, great products, low fees and competitive interest rates. 

In March 2023, Heritage Bank entered a new phase in our history, by merging with People’s Choice Credit Union to create Australia’s leading member-owned banking organisation. While we have now come together as a single organisation, we will continue to operate under the Heritage Bank and People’s Choice brands for an interim period while we continue our integration process. After that, we will adopt a single new brand.   

Learn more about customer-owned banking.