FAQs

General FAQs
  • I want to know more about...
  • General FAQs
  • Internet Banking
  • SMS Security
  • Mobile Banking
  • Mobile Banking - Card Management
  • Mobile Banking - Fingerprint
  • Mobile Banking - Device Authentication
  • Mobile Banking - Pay Anyone
General FAQs
No, but some branches are open extended hours on some nights and Saturday mornings for your convenience. Call the Contact Centre on 13 14 22 to find out the opening hours of the branch closest to you.
Yes, insurance quotes can be obtained from any branch, by calling 13 14 22 or via an online quote. Information about the insurance products available can be found in the Insurance section.
You can visit any branch and make an appointment to see a branch manager or loans officer, or you can call 13 14 22 for more information.
The Contact Centre is available from 8:30am to 7:00pm AEST Monday to Saturday.
Heritage offers a full range of financial products including mortgage and personal loans, credit cards, savings and access accounts, term deposits, online saver accounts and insurance.
See our Locations page for more details on ATM locations.
When a member registers for SMS Banking, SMS Security replaces the Pay Anyone Password as the method of Pay Anyone authentication. This means that if members choose to register for SMS Banking in the new Heritage online, they will no longer be able use the old Heritage online to complete functions that require the use of the Pay Anyone password such as adding a new Heritage or Inter-bank payee. Please note that it is not a requirement to sign up for SMS Banking, however members can only have SMS Banking or the Pay Anyone Password, not both.
The Pay Anyone process has been streamlined. Instead adding a payee as one step and then completing a transfer to that destination as a separate step, members can now simply perform a transfer, entering the details of the new destination into the fields provided. If the destination is new, the system will automatically detect this, ask for the appropriate authentication, either a Pay Anyone Password or a One Time Password.
Heritage online has introduced the “I Need To…” and “I’d Like To…” panels. These panels are located on the right hand of the screen and the options available change depending on your membership characteristics, and the page that you are viewing.

Two options that are likely to be useful are “View Visa Authorisations” and “View Loan Details”. These two can be found in the “I’d Like To...” panel and they will only appear if you are viewing transactions for an account for which this option is relevant. For example, if you view transactions for an account with a Credit or Debit card attached, the option to “View Visa Authorisations” will be visible. If you view transactions for any loan account, the option to “View loan/Line of Credit Details” will appear. Many other options that used to appear under the “A/C DETAILS” menu are now contained under the “I’d Like To…” panel, including viewing details of a term deposit, or finding the available balance breakdown of an account.
Internet Banking
Internet Banking
In order to print transactions for an account you need to view transactions for one of your accounts and then select 'Print this page' from the "I'd Like To..." panel, on the right of screen. This will print what is currently shown on your screen. If you would like to view and print more transactions at a time, then please adjust the number of transactions you view per screen in the 'Maintain Personal Settings' options found in the menu under "Profile".
Heritage online will give you three attempts at entering your password before locking your account. If you forget your password, or enter an incorrect password more than three times, you will be temporarily locked out. If you still cannot remember you password, talk to one of our friendly staff by calling 13 14 22. Although they cannot tell you your original password, they can give you a temporary password so that you can access your account. You will then need to login to Heritage online and enter a new password for your account.
Heritage Online will give you three attempts at entering your Pay Anyone password before temporarily locking this password. If after a number of attempts you are unable to successfully use your password, the password will need to be reset. In order to reset your Pay Anyone password we require a signed request. This signed request will need to contain your account name, account number, what you are requesting, a contact phone number and your signature. This signed request can be either faxed to (07) 4694 9782, scanned and emailed to info@heritage.com.au or posted to PO Box 190, Toowoomba QLD 4350. Once we have received and verified your request we will endeavour to contact you as early as possible prior to close of business the following day. Please note that we are only able to verify your fax or email request Monday to Friday. Alternately, if you attend your local branch they will be able to issue with a new password. Please don't forget to reset your new password within 7 days of it being issued so that it does not expire. SMS Security is an alternate solution where you no longer need to remember you Pay Anyone password, and can simply receive a One Time Password (OTP) via SMS to you mobile device.
The Pay Anyone feature allows you to register any account at any financial institution in Australia as a destination to which you can transfer funds. The Pay Anyone feature is an "optional extra" which means you must register separately for it. Upon registration, you can opt for Pay Anyone with a password or Pay Anyone with SMS which requires a mobile phone number registered with Heritage.

To register for the Pay Anyone feature, download the application form and return it to any Heritage branch or mini branch, fax to (07) 4694  9599 or mail to us at:
Heritage Contact Centre
P.O. Box 190
TOOWOOMBA, QLD 4350
This is a security feature used to reduce the chance of an unauthorised party gaining access to your personal information. If you leave your Heritage online session idle for too long, your session will be terminated and you will be required to login again. This security feature cannot be changed on an individual basis and is applicable to all members.
The virtual keyboard is used to replace the physical keyboard for logging into Heritage online. It is a precautionary measure to help protect you against fraud. It protects you from key loggers that might be installed on your PC without your knowledge or permission. It also protects you from key logger programs loaded on computers in public areas, such as Internet cafes. The virtual keyboard moves to a different section of the screen after each character is entered. This is also a precautionary measure to hinder screen loggers which may be installed on your PC. Users of Heritage online are encouraged to keep their anti-virus software up to date at all times to ensure that key and screen loggers are removed from their PC.
The standard limit to transfer funds using the Interbank Transfer facility is $25,000 per day. The Pay Anyone facility with SMS allows amounts up to $25,000 per day and the Pay Anyone facility with a password allows amounts up to $5,000 per day. You may choose to set a daily limit lower than these values. The default daily transfer limit for the Online Saver and Community Saver products is $50,000, unless changed by the member.
Yes, you can.  Login to Heritage online and the BSB for each account is presented on the 'Balances' page, accessible through 'View All Accounts' from the 'Accounts' menu. The BSB is displayed on the Transactions page as well. There is also a listing of all possible BSB numbers for Heritage accounts accessible from here.
The ability to transfer funds is applicable only to accounts held in Australia.
Members using Internet Explorer 9 may experience problems when attempting to view and download eStatements. This issue is specific to version 9 and is due to an option in the browser’s advanced settings that prevents encrypted pages from saving to disk. When this option is selected, any secure downloads will fail.

You can address this issue by making the following temporary change to your browser settings:

Click on “Tools” and select “Internet Options”. In the Internet Options window, select the “Advanced” tab and scroll down to the section on Security. Under this heading you will find the checkbox ‘Do not save encrypted pages to disk’. Ensure that this checkbox is not ticked when attempting to download your eStatement and click on the “OK” button.

uncheck "Do not save encrypted pages to disk"
Yes, you can. You can download your transactions for Quicken, MYOB, MS Money, Excel and Open Financial Exchange (OFX) format. You are also able to filter your transactions before performing the download.
There are NO fees charged for using Heritage online for personal banking, however some fees are charged for online banking transactions on Business Cheque Accounts.
Yes, you can. Both Internet banking and phone banking are accessible whilst overseas.
You can access all of your Heritage accounts through Heritage online, be they savings accounts, transaction accounts or loans.
You can use Heritage online 24 hours a day, 7 days a week, 365 days a year.
In addition to having all the features of personal banking and being able to access your funds 24 hours a day, 7 days a week, Heritage Business Internet Banking allows you to securely submit and authorise payroll, creditor and debit batches over the internet. Heritage Business Internet Banking uses AES encryption as well as Vasco security token devices for the secure upload, authorisation and deletion of batches over the internet. The security tokens also allow a business to create authorisation rules to match their business needs. One or more of multiple identities may be required to authorise a batch of transactions from different physical locations and this is easily achieved with these tokens and provides greater flexibility for your business. You are also notified automatically via email when a batch is nearing the requested processing date, if you have not yet authorised it.
  • Keep your anti-virus software up to date.
  • Check for spyware on your system by using anti-spyware software.
  • Choose a password that cannot be easily guessed and never write your password down. Read our security and password guidelines here.
  • Never respond to an email that asks for your personal banking information.
  • Never leave the computer unattended while performing transactions online.
  • If possible, use a firewall.
  • Keep your Operating System updated with patches.
Simply download the application form to register for Heritage online. Return this form to any Heritage branch or mini branch, fax it to (07) 4694 9599 or mail to us at:
Heritage Contact Centre
P.O. Box 190
TOOWOOMBA, QLD 4350

You must read and understand the Terms and Conditions applicable to Internet Banking, BPAY Terms and Conditions and Financial Services Guide before registering for any Heritage online services.

The floating keyboard isn't optimised for use on mobile devices or tablets, and is difficult for some people to navigate on a touch screen. To make it easier for our customers, we have removed the floating keyboard option from the mobile version of Heritage Online.

However the mobile version is just as safe without the floating keyboard! The online security environment has changed a lot over the years since we first introduced the floating keyboard. We've continued to add other layers of security and now have an online banking system that protects customers without needing the floating keyboard.

 We do know some customers appreciate having the option to keep using the floating keyboard, so it's still available in the desktop version when using Heritage Online.

SMS
SMS Security
SMS Security is a service within Heritage online available to all members with a mobile phone. It provides an extra layer of security for certain transactions performed within Heritage online by generating a One Time Password (OTP) sent to your mobile phone. The OTP is used in place of the Pay Anyone password.
A One Time Password is a 6-digit number sent to your pre-registered mobile phone. This number is used to authorise certain transactions within Heritage online. A different password is generated on each occasion.
All members who are registered for Internet Banking and have a valid Australian mobile device number recorded on their membership are able to register for SMS Banking and SMS Security.
Members can register for SMS Banking by selecting “Register SMS Security” under the ‘Security’ Menu in Heritage online. Members are automatically registered for SMS Security when they sign up for SMS Banking.
SMS Security is available anywhere that members can receive a standard text message to an Australian mobile phone number. For details on receiving SMS while overseas and whether additional charges apply, please contact your mobile phone service provider.
When a member registers for SMS Banking, SMS Security replaces the Pay Anyone Password as the method of Pay Anyone authentication. This means that if members choose to register for SMS Banking in the new Heritage online, they will no longer be able use the old Heritage online to complete functions that require the use of the Pay Anyone password such as adding a new Heritage or Inter-bank payee. Please note that it is not a requirement to sign up for SMS Banking, however members can only have SMS Banking or the Pay Anyone Password, not both.
The Pay Anyone process has been streamlined. Instead adding a payee as one step and then completing a transfer to that destination as a separate step, members can now simply perform a transfer, entering the details of the new destination into the fields provided. If the destination is new, the system will automatically detect this, ask for the appropriate authentication, either a Pay Anyone Password or a One Time Password.
The delivery of the SMS can sometimes be delayed in mobile carrier networks. If you have more than one mobile registered, check you selected the correct one when requesting the OTP code. As no payment would have been made if you have not received the code, you can restart the process and try it again. If you are still having issues, please call 13 14 22 for assistance.
For security and to protect sensitive member information, members are required to send only the Account code, e.g. “S1” for a Simply Access account. The member number for the request is determined from the mobile number set-up in Heritage online to perform account enquiries on a single membership. Thus it is not possible for a mobile to be associated with more than one member number for SMS Account Enquiries.
Only parties to a membership registered for Internet Banking are able to register for SMS services, this does not include authorised signatories to the account.
The new SMS services are currently limited to Australian mobile phone numbers for the protection of our members. A good portion of Internet fraud originates overseas and identification processes to obtain a mobile phone vary around the world as does access to mobile networks.
SMS Banking is optional. There is no requirement to register for SMS Banking (even if you have a working mobile), you can simply continue to use your Pay Anyone password, while still being able to take advantage of the other improvements introduced to Heritage online, including a more streamlined Pay Anyone process and more advanced transaction searching features.
For security reasons, it is not possible to revert to Pay Anyone with a Password online. To be able to use a Pay Anyone password again requires a signature to protect your security and cannot be completed over the phone or online. You will either need to visit a branch in order to set up a Pay Anyone password or fax a letter to 07 4694 9782 requesting a Pay Anyone password.

It is also possible to simply disable SMS Banking via Heritage online, by proceeding to “Maintain Personal Settings” and un-checking the “SMS Banking Enabled” option. This will remove SMS Banking, including SMS Security.
This is our backup service. If there is a problem with our primary service we utilise a backup service in order to continue to provide our SMS service. We do not anticipate the backup service to be used often or for a lengthy period.
Mobile Banking
Mobile Banking
Heritage Mobile Banking is a collection of apps and a web based version specially designed to allow access to Heritage online via mobile devices. Mobile Banking does not provide every feature available in the standard Heritage online Internet banking site, however it allows you to view your accounts, list recent transaction, perform transfers and BPAY payments, with new features being added regularly. Heritage Mobile Banking is available as an app for iPhone and Android devices. A web based version is also accessible on mobile devices with internet access and a secure browser. 
You need to be registered for Heritage standard Internet Banking, then you can start using Heritage Mobile Banking or Mobile App immediately with your existing member number and password.
Heritage Mobile Banking includes a number of security layers. The security of your money is guaranteed so long as you observe the Heritage online terms and conditions.
Heritage Mobile Banking has been designed to be quick and simple to use when you are out and about. Please use Heritage online for viewing more historical transactions.
The running balance of your accounts has not been included in Heritage Mobile Banking to allow more effective use of the limited  space on mobile devices with a small screen.
No. Please use Heritage online for adding additional payees.
No. Please logon to Heritage online to schedule transfers or payments.
Mobile Banking Card Management
Mobile Banking - Card Management

The card management screen on the Heritage mobile banking app allows you to view all active cards associated with your membership and access handy features including:

  • Cancel or place a card on hold
    • Misplaced card – this allows the customer to place a hold on any misplaced card; once the customer locates the card, they can easier unlock their card.  Existing recurring/pending payments will not be affected
    • Lost or stolen card – customers can easily cancel their card if it becomes lost or stolen
    • Damaged card – if a card is not working, customers can cancel and order a replacement card
  • Block/unblock online, international in-store or all card payments
    • Customers now have the ability to block/unblock certain transaction types
      • All card payments – this will block all card payments.  Existing recurring/pending payments will not be affected
      • Online Payments – this will block transactions being performed online.  Existing recurring/pending payments will not be affected
      • International In-store – if you are not travelling overseas, you can block in-store international transactions.  Existing recurring/pending/internet/Australian in-store payments will not be affected
  • Order or Activate a card
    • When a customer is cancelling a card, they are prompted to order a replacement card

The card management feature can be easily accessed after logging into the app and selecting the ‘Manage Cards’ icon.  Then, select the card you would like to view and follow the prompts. 

Temporary lock for misplaced cards

If you have misplaced your credit card, you can apply a temporary lock while you look for it. This lock can only be applied and removed by the primary card holder.

Note: The temporary lock only applies that particular card. Any additional cardholder’s cards will not be locked.

To apply a temporary lock:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to apply the lock to by tapping the settings icon
  • Select  ‘Misplaced card’ and follow the prompts

To unlock the card once you have found it, select the card that has been locked from the cards view by tapping the settings icon and select Unlock card. A pop up will appear, select Yes, then select ‘Done’.

Cancel Card

If your card has been lost or stolen you can permanently cancel your card and order a new one. Your additional cardholder’s card will also be cancelled.

To cancel your card:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to cancel by tapping the ‘settings’ icon
  • Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.

A confirmation screen will appear, select ‘Done’

Note: A new card will be sent to you within 7-10 working days.

Damaged card

If your card is damaged, you can order a replacement card by:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, and then select the card you would like to replace by tapping the settings icon.
  • Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card
  • Select ‘Order’ to confirm you would like to replace the card.

Note: A new card will be sent to you within 7-10 working days.

Mobile Banking Fingerprint Login
Mobile Banking - Fingerprint

Fingerprints are virtually unique and very difficult to guess or replicate. They offer the same high level security as all authentication methods for Internet and Mobile Banking. Your fingerprint is encrypted and safely stored in the secure storage of your device.

Fingerprint Login is an alternative and convenient form of authentication, which means you only have to use a finger to login to your Heritage Bank app.

Fingerprint Login avoids the need to enter your standard member number and password or even a 4-Digit PIN.

With a touch of your finger you can easily access Heritage Mobile banking, check your balance and transfer funds.

To use Fingerprint Login, you will need to have a device that has iOS 9 and Android 6 onwards and supports fingerprint identification.

You will need to ensure that you have already registered one or more fingerprints on your device in order to use Fingerprint Login on the Heritage Mobile App.

To register a fingerprint on your device, please go to the security settings on your device and follow the prompts to add a fingerprint.

To turn-on Fingerprint Login:

  • Login into the Heritage Mobile Bank App
  • Go to Settings and select the option for Fingerprint Login
  • Scan your fingerprint to register for Fingerprint Login

You’ll then be able to login using your fingerprint, once the scan successfully matches one of the fingerprints already registered on your device.

When Fingerprint Login is turned on, you will be prompted to scan your fingerprint every time you login. If the scan is successful, you will gain access to the Heritage mobile banking app. Even if this feature is turned on, the option to login with a PIN or password instead is always available. 

Yes, if you have multiple fingerprints enrolled on your device, these will all be granted access when registering for Fingerprint Login.  You should not use fingerprint logon if you wish to retain other people’s fingerprints on your device

Yes, any enrolled fingerprints at the time of registering for Fingerprint Login will have access to the nominated membership on the Heritage Mobile Banking App. For this reason, please do not use this feature if you wish to retain other people’s fingerprints on your device; they will have access to your accounts and you will be responsible for any transactions. 

Your fingerprint is encrypted and stored on your device as part of the user settings and also kept securely on Heritage servers for authentication purposes. Heritage does not store customers’ actual biometric fingerprint data. When you use your fingerprint to logon to Mobile Banking we rely on your device to authenticate your fingerprint.

Heritage Bank does not collect your fingerprint details, and cannot link it to the personal information we hold about you. Heritage relies on the device to authenticate the fingerprint and confirm or reject verification.

If you have trouble registering your fingerprint in the App, please make sure that at least one of the fingerprints you have enrolled on your device is still valid. Please also confirm that your device hardware is not malfunctioned, and that you are running the latest version of your device operating system.

No. You won’t be locked out if you can’t scan your fingerprint to login. If you’re having trouble using Fingerprint Login you can also choose to enter your Heritage Mobile Banking PIN or password to gain access.  This option is always available when Fingerprint Login is enabled.

Please check with your device manufacturer to see if your phone or tablet supports fingerprint authentication. Also make sure that your device is running at least iOS 9 or Android 6. 

If you have a compatible device but are having issues registering for Fingerprint Login, please contact Heritage for assistance by calling 13 14 22 or emailing info@heritage.com.au. 

If you think someone has unauthorised access to your device, please contact Heritage and we will remotely disable Fingerprint and 4-digit PIN Login for your App, as well as change your Internet Banking password if necessary.

Please contact Heritage on 13 14 22 as soon as possible if you notice any suspicious transactions or unusual account activity.

There are two options to disable fingerprint login:

App only:  You can turn off Fingerprint Login by going to the Settings section in the App.  This options means you can still use fingerprint authentication on your device, just not with the Heritage Mobile App.

Device:  Go to the Settings section on your device and turn off fingerprint authentication.  This disables the option for your device and means you will not be able to access fingerprint authentication for your device or any apps including Heritage Mobile Banking. If you turn this feature on again, you will have to re-register or update your Fingerprint Login in the Settings section of the Heritage Mobile Banking App.

No, the App will always first display the Fingerprint Login screen, but you can choose to cancel the operation and continue to login with 4-digit PIN (if set up) or your Internet Banking password.

Yes, after you have set up Fingerprint Login, you can remove as many fingerprints as you like but you will need to have a minimum of one fingerprint registered on your device.

If you choose to add new fingerprints to your device, you will have to re-register or update your Fingerprint Login in the App’s Settings section.

You will need to register your fingerprint on your device and then follow the same process of registering for Fingerprint Login in the Heritage Mobile Banking App.

Mobile Banking - Device Authentication
Device Authentication is a security feature that adds an extra layer of protection for your account by using a One Time Password sent via SMS. It ensures that only devices you allow can perform advanced function on the Heritage Mobile Banking app such as adding a new payee for a transfer. If your device is not authenticated, you will not be able to access this feature.

No. You will automatically be prompted to authenticate your device after the release of the next app update in September. 

The prompt will appear during the following activities

  • when you try to use Pay Anyone and your device is not yet authenticated,
  • when you go into the settings and manually start the device authentication process, or;
  • when you log in for the first time after installing the app.

To authenticate your device, follow the prompt when it appears. It will ask you to accept, then a One Time password will be sent to your mobile phone number you have registered with Heritage. Enter in the One Time Password and your device will be authenticated.

This is a one time process. Once a device is authenticated you will not need to do it again unless you manually remove your device's authentication status in the app settings.

Mobile Banking - Pay Anyone
The Pay Anyone feature allows you to add new internal or external payees through the Heritage Mobile Banking app.
After logging into the app, select the 'Transfer Money' icon and follow the prompts. The option to add a new payee will appear when you select the destination for the transfer in the 'To' account screen.
There is no option to delete payees through the app. You will need to log in to the full version of heritage Online internet banking to delete payees.