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.
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:
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:
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’.
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:
A confirmation screen will appear, select ‘Done’
Note: A new card will be sent to you within 7-10 working days.
If your card is damaged, you can order a replacement card by:
Note: A new card will be sent to you within 7-10 working days.
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:
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 firstname.lastname@example.org.
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.
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
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.