FAQs

Directory of frequently asked questions and answers about our products and services including payments and online security.

General FAQs

Can a Heritage loans officer come to my home?

Yes, our mobile lending specialists are now available in selected areas to help with your home loan needs. Mobile Lenders are currently available for appointments in branch and at your home outside of hours across parts of Brisbane, Gold Coast, and Western Sydney. Some branches are open extended hours on some nights and Saturday mornings for your convenience. If you have questions about our services, you can contact us at any time, 24/7 by calling the Contact Centre on 13 14 22.

How can I deposit cash or a cheque into my Heritage account?

If you'd like to deposit money into your Heritage account, you can do so at one of our branch locations.

If you're unable to find a branch close by, you might like to use Bank@Post for your deposit. 

Bank@Post is Australia Post’s agency banking service and is a convenient option if you don’t have access to a Heritage branch.
 
With facilities at around 3,500 Australia Post outlets around the country displaying the Bank@Post sign, you can:
  • Withdraw money
  • Deposit cheques and/or cash
  • Check your account balance
All you need is your Heritage Visa debit, credit or loan deposit card.
 
A fee may apply for Bank@Post transactions depending on the post code you live in. Please read our Fees and Limits Guide to see if these fees will apply to your account. 

How do I apply for a credit card, personal loan or home loan with Heritage?

To apply for a credit card or loan with Heritage, contact your local branch and make an appointment to see a Lending Specialist. Alternatively, enquire online or call our 24/7 Contact Centre on 13 14 22.

How do I contact Heritage if I have a query or complaint?

You can contact us by calling 13 14 22, send an email to info@heritage.com.au or visit your local Heritage branch.

Learn more about our feedback resolution process. 

Where is my local Heritage Bank branch?

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

Alternatively, call our Contact Centre on 13 14 22 24 hours a day 7 days a week.

What are the operating hours for the Contact Centre?

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

You can also find the opening hours for our branch locations using our branch locator tool. 

What products does Heritage offer?

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.

How can I check my account balance?

To check your account balance with Heritage Bank you can:

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

Where is the closest ATM?

See our Locations page for more details on ATM locations.

Who owns Heritage Bank?

Heritage Bank Limited is an Australian mutual financial institution. 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. Learn more.

How do I add a new payee (a new transfer destination)?

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.

How do I view my Visa Authorisations or Payments in Advance?

You can view more information on your accounts through the “I Need To…” and “I’d Like To…” panels in Heritage Online. 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.

View Visa Authorisations (pledges)

Can be found in the “I’d Like To...” panel and 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.

View Loan Details

Can be found in the “I’d Like To...” panel and will only appear if you are viewing transactions for an account for which this option is relevant. If you view transactions for any loan account, the option to “View loan/Line of Credit Details” will appear. In this menu you'll be able to see your loan information including payments in advance as at last repayment due date. 

What are the fees for using my Visa debit or credit card overseas?

Refer to our Fees and Limits guide for overseas currency conversion fee and overseas ATM or counter withdrawal fee information.

Does Heritage offer cardless cash?

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

How do I activate or check the balance of a Heritage gift card?

Heritage Credits Rewards Gift Cards

For information about activating a gift card that was gained through the Heritage Credits rewards program, click here. These are gift cards issued by other companies, like Myers or Bunnings, that you have chosen to use your reward points on. 

Heritage Bank Prepaid Visa Gift Card

To activate your Heritage Gift Card, please visit heritagebankgiftcard.com.au. Enter the 17 digit card number, along with the 4 digit code that is detailed in the attached letter.

Other gift cards

Heritage issues a wide range of VISA Prepaid cards on behalf of Prepaid Partners. These cards are generally branded with the prepaid partners artwork and say "Issued by Heritage Bank" on the back of the card. For all enquiries on these cards, first contact the card's branding company. Otherwise, contact Heritage on 13 14 22 or email Heritage's prepaid team

Does Heritage offer insurance?

Yes. Information about the insurance products available can be found in the Insurance section.

If you'd like a quote you can get a quick quote online, call 13 14 22 or visit your local branch.

What is my account number?

At Heritage, your Account Number is your Member Number. 

Your account number is the same for all accounts you hold with Heritage, under one membership.

Your BSB is different for each account type you hold with Heritage. BSB stands for Bank State Branch and is a six-digit number that is commonly used to identify a bank and its associated branch in Australia.

At Heritage we use BSB codes a little differently. Rather than assigning a BSB code to each of our Branches, we assigned a 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. 

If you're unsure what your BSB or account number is, you can find it in your Mobile Banking App or Heritage Online by viewing your account information. You can also look up your BSB online or contact us for assistance. 

 

What is my daily card spend limit?

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

The default daily limit for purchases made online, by telephone or when selecting 'Credit' or 'CR" in stores is $10,000.

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

Mobile Banking

A woman at home looking at her phone
Mobile Banking FAQs

Frequently asked questions and answers about our Mobile Banking App. 

NPP FAQ's
Frequently asked questions about the New Payments Platform (NPP), PayID and Security.