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
Mobile Banking
Mobile Banking
Mobile Banking Card Management
Mobile Banking - Card Management
Mobile Banking Fingerprint Login
Mobile Banking - Fingerprint
Mobile Banking - Device Authentication
Mobile Banking - Pay Anyone