Apple Pay

Frequently asked questions

What is Apple Pay?

Apple Pay is a digital wallet from Apple which lets you use a compatible iPhone, iPad, Apple Watch and Mac to make secure contactless purchases in stores, within selected apps and participating websites in Safari on Mac, on your Heritage Bank Visa debit and credit cards.

Which Apple devices are compatible with Apple Pay?

  • iPhone
  • iPad
  • Apple Watch
  • Mac

For a full list of compatible Apple Pay devices, see https://support.apple.com/en-au/HT208531

Does Apple store the card details?

No, your card details are not stored on the device or in the Cloud. When a card is added to Apple Pay, a Device Account Number replaces the need for the card number.

What is the Device Account Number?

The Device Account Number is used to make secure purchases in stores and within apps and websites. It will not work if it is compromised in any way and cannot be used outside of the device it is assigned to.

Where can I find the Device Account Number?

The Device Account Number can be found by opening the Wallet app, select a card and tap the Apple Pay Menu Icon symbol, then scroll down to Device Account Number.

Does it cost me anything to use Apple Pay?

No, it does not cost anything to use Apple Pay.
Getting started

Setting up Apple Pay

To set up Apple Pay here’s what you need:

You do not need to download any additional app to use Apple Pay but the latest version of iOS and watchOS is required to set up cards in Apple Pay.

For more information on setting up Apple Pay, see Apples support page: https://support.apple.com/en-au/HT204506

How do I add a card to Apple Pay?

Heritage Mobile Banking App

  1. Login to the Heritage Mobile Banking App
  2. Select 'Manage cards' and find the card you'd like to add
  3. Tap 'Add to Apple Wallet' and follow the steps to add a new card

Add a card on your iPhone

  1. Go to Wallet and tap Apple Pay Wallet Icon
  2. Follow the steps to add a new card
  3. Enter your card’s security code to add your credit or debit card affiliated with your iTunes Account. Or, select Add a different card and use your camera to enter the card information*

iPad

  1. Go to Settings
  2. Tap Wallet & Apple Pay and select Add Credit or Debit Card
  3. Enter your card’s security code to add your credit or debit card from your iTunes account. Or, select Add a different card and use your camera to enter the card information*

Apple Watch

  1. Open the Apple Watch app on your iPhone
  2. Tap Wallet & Apple Pay and select Add a Credit or Debit Card
  3. Enter your card’s security code to add your credit or debit card from your iTunes account. Or, select Add a different card and use your camera to enter the card information*

Mac

  1. Go to System Preferences, then select Wallet & Apple Pay
  2. Click the plus button Apple Pay Wallet Icon
  3. Follow the steps to add a new card

About Card Verification

For security purposes, when a new card is added to Apple Pay we’ll ask you to complete a verification check before it can be used with Apple Pay. We’ll either:

  1. Send a one-time password to the mobile phone number you have registered with us.
  2. Ask you to call us on 13 14 22 and answer some security questions.

Can a single card be added to multiple Apple Pay devices?

Yes, a card can be added to Apple Pay on multiple devices. Your card will need to be added to each device separately.

Can multiple cards be added to the same Apple device?

Yes, but it depends on the device model as to how many cards can be added to Apple Pay. On newer devices, such as the iPhone X, you can add up to 12 cards, earlier models will allow you to add up to eight cards. The first card added to the device will become the default card, but this can be changed. You must be the owner of all cards you add.
Using Apple Pay

How do I change my Apple Pay payment network from Visa to eftpos?

When you add your Heritage Bank Visa Debit or Credit Card to Apple Pay, the card will be defaulted to the Visa network for payments with Apple Pay.

How to change the payment network on iPhone

To change the payment network on iPhone, open the Wallet app, tap on your Heritage Bank card, tap the more button , choose the network.

How to change the payment network on Apple Watch

To change the payment network on Apple Watch, double-click the side button and select your Heritage Bank card, tap your card, choose the network.

If you have already added your Heritage Bank card to Apple Pay and do not see this option, you may need to re-add your card - learn how.

Where can I use Apple Pay?

You can use Apple Pay wherever contactless payments are accepted or you see the contactless symbol:

Paywave Symbol

Apple Pay is easy to use, and works with the Apple devices you use every day. You can make secure purchases in stores, within selected apps and on participating websites.

How do I make payment in stores with an iPhone?

To pay with Face ID – double click the side button, glance at your screen, then hold the iPhone near the reader.

To pay with Touch ID – hold your iPhone near the reader and rest your finger on Touch ID.

To pay with device passcode – hold your iPhone near the reader and enter your device passcode

How do I make payment in stores with an Apple Watch?

With an Apple Watch you double-click the side button and hold the display up to the contactless reader to authorise a payment – whilst wearing the Apple Watch.

Please note: the Apple Watch NFC feature has to be activated before Apple Pay will work. When you strap your Apple Watch to your wrist you will be prompted to enter the device passcode. This will enable Apple Pay. If the Apple Watch is removed from your wrist, so skin contact is lost, Wrist Detect detects that skin contact has been lost and Apple Pay and the NFC feature are deactivated.

How do I make Apple Pay payments within an app or on participating websites?

To pay in selected apps and on the web in Safari on your iPhone, iPad, Apple Watch, select Apple Pay at the check-out and complete the payment.

With Face ID glance at your screen, for Touch ID place your finger on Touch ID or you can enter the device passcode. For Apple Watch double-click on the side button.

Be sure to check your billing, shipping and contact information to make sure that they’re correct. If you want to pay with a different card, tap > next to your card.

If you need to, enter your billing, shipping and contact information. Apple pay will store that information, so you won’t need to enter it again.

Can I use Apple Pay to make a payment on a website using my Mac?

To pay on the web in Safari on your Mac, select Apple Pay and complete the payment using either your iPhone or Apple Watch. On Mac models with Touch ID, pay using Touch ID.

Your Mac needs to be signed in to the same iCloud account as the iPhone or Apple Watch and have Bluetooth enabled on your Mac.

At the check out

  1. Select the Buy with Apple Pay or Apple Pay button.
  2. Check your billing, shipping and contact information are correct:

    a) The default card can be changed by clicking the button next to the default card and selecting a new credit or debit card from any iPhone or Apple Watch which is nearby and signed into the same iCloud account.
    b) If you need to, enter your billing, shipping and contact information. Apple Pay will store that information on your iPhone, so you won’t need to enter it again.

  3.  When you are ready, make your purchase. With Face ID glance at your screen, for Touch ID place your finger on Touch ID or you can enter the device passcode. For Apple Watch double-click on the side button.

Can I use Apple Pay to make cash withdrawals?

No. At this stage you can’t use Apple Pay to withdraw cash. You’ll need to continue to use your plastic card to complete these transactions.

Which card does Apple Pay use when I pay?

You can choose which Heritage card you’d like to use as a default using the instructions here.

For more information on managing the cards you use on Apple Pay see Apples support page: https://support.apple.com/en-au/HT205583

Do I need an internet connection to use Apple Pay to make purchases?

No. You don’t need an internet connect to use Apple Pay in stores.

Is there a transaction limit when using Apple Pay in store?

No, there is no transaction limit when using Apple Pay. For transaction over $100 you might be asked to enter your card PIN on the retailer’s payment terminal.

Can I use Apple Pay overseas?

Apple Pay will work in all countries where contactless payments are accepted and where you've selected the Visa (CR) network to make your purchase. We recommend you take your plastic card as a backup, as not all merchants in all countries may support contactless payments.

You might also like to notify Heritage of your intention to travel so that we can note this on your account.

How do I return an item purchased with Apple Pay in stores?

You take the item(s) back to the retailer as normal. Some retailers will be able to offer refunds back to the device from which the original payment was made, while others may have to refund the plastic card.

If the retailer is able to refund the device used to make the original purchase, you:

  1. Select the card you want to be refunded
  2. Hold the iPhone above or near the contactless reader and authorise the refund using Touch ID, Face ID or the device passcode; or
  3. Hold the Apple Watch display up to the contactless reader and double-click the side button to authorise the refund

You may need to provide the last four digits of your Device Account Number to the retailer. This can be found by opening the Wallet app on your iPhone, tap the card and tap the Apple Pay Wallet Icon symbol and then scroll down to find Device Account Number.

Will I be able to view my Apple Pay transactions within the Wallet app?

Yes, you will be able to view the last 10 transactions made using Apple Pay on that device within the Wallet app.

Will I be able to view my Apple Pay transactions in my bank statement?

Transactions will appear as they normally do on a bank or credit card statement. It is not possible to show if a transaction was made using Apple Pay, contactless card or chip and PIN.
Managing cards

How do I change my default card?

The first card added to the Wallet app becomes the default card for that device. To change a default card you must follow these steps:

iPhone

  1. Open the Wallet app
  2. Touch and hold your finger over the card you want to make the default card
  3. Drag the card to the front of the cards in the Apple Pay section

Apple Watch

  1. Open the Apple Watch app on your iPhone
  2. Go to the My Watch tab
  3. Tap Wallet & Apple Pay and then Default Card
  4. Choose a new card

iPad

  1. Go to Settings
  2. Tap Wallet & Apple Pay and then Default Card
  3. Choose a new card

Mac

  1. Go to System Preferences
  2. Select Wallet & Apple Pay
  3. Choose a new card from the Default Card pop-up menu

For more information on managing the cards you use on Apple Pay see Apples support page: https://support.apple.com/en-au/HT205583

How do I remove a card from Apple Pay?

To remove a card from Apple Pay you must follow these steps:

iPhone

  1. Open the Wallet app
  2. Select the relevant card and then tap the Apple Pay Menu Icon symbol to see all the card details
  3. Scroll down and select Remove Card

Apple Watch

  1. Open the Apple Watch app on your iPhone
  2. Go to the My Watch tab
  3. Tap Wallet & Apple Pay and then Default Card
  4. Tap the card and then tap Remove Card

iPad

  1. Go to Settings
  2. Tap Wallet & Apple Pay and then Remove Card
  3. Choose the card to be removed from Apple Pay

Mac

  1. Go to System Preferences
  2. Select Wallet & Apple Pay
  3. Choose a new card to be removed
  4. Click the minus (-) sign to remove the card

Please note: if you remove your device passcode or Touch ID/Face ID security feature, or sign out of iCloud, all cards will be removed from Apple Pay on the device.

How do I update my Heritage card in Apple Pay to include the eftpos payment network?

If you already use Apple Pay with Heritage, you'll need to update your Heritage card to include the eftpos payment network.

On iPhone

To update your Heritage card on a compatible iPhone:

Step 1: Remove your card from Apple Pay on your iPhone.

  • Open Wallet, tap your Heritage Bank card, tap the (...) button in the upper-right corner, then select "Remove This Card".

Step 2: Add your card back into Apple Pay on your iPhone.

  • Open the Wallet app, tap the (+) button in the upper-right corner and follow the prompts.
  • When prompted to add your card select "Add a Different Card". Add your card using the iPhone camera to capture the card information or by manually entering your card details.
  • Once your card is updated, you'll see the option to change your default payment method from Visa (CR) to eftpos (SAV).

On Apple Watch

To update your Heritage card on a compatible Apple Watch:

Step 1: Remove your card from Apple Pay on your Apple Watch.

  • Open the Watch app on your iPhone, go to the My Watch tab and select Wallet & Apple Pay, tap the card, then select "Remove This Card".

Step 2: Add your card back to Apple Pay on your Apple Watch.

  • Open the Apple Watch app on your iPhone, tap “Wallet & Apple Pay” tap “Add Card” and follow the prompts.
  • When prompted to add your card select "Add a Different Card". Add your card using the iPhone camera to capture the card information or by manually entering your card details.
  • Once your card is updated, you'll see the option to change your default payment method from Visa (CR) to eftpos (SAV). 

What should I do if my card is lost or stolen?

If your Heritage Visa Debit or Credit Card is lost or stolen you’ll need to report this to Heritage as soon as possible so that we can cancel your card.

 Follow our steps to report a lost, stolen or damaged card using your Heritage Mobile Banking App. If you do not have the Heritage Mobile Banking App, you can cancel your card in Heritage Online or contact us for assistance. 

Once you report your card as lost or stolen, you will no longer be able to use your physical card. 

If your card has been loaded onto a digital wallet, online store or subscription servicewhich is linked to your card credentials, you will still be able to make transactions and your card details will automatically be updated when you activate your new card.  To cancel these contact us on 13 14 22.

If you notice any unauthorised transactions, we can help you dispute a transaction.

What should I do if my iPhone or iPad is lost or stolen?

If you have the Find My iPhone app you can use it to remotely lock the device and disable the use of the Apple Pay function. Or you can log into iCloud.com to suspend or remove all cards from Apple Pay remotely. If you do not have the app you should contact us to request that your card be disabled for use with Apple Pay.

What should I do if my Apple Watch is lost or stolen?

You should contact us to request that your card be disabled for use with Apple Pay. You should also go to iCloud.com to suspend or remove your card from Apple Watch. If you find your Apple Watch you can resume the card (if placed into suspended mode) via iCloud or you can add your card back by following the same steps you went through when you set the card up with Apple Pay originally.

Security

How secure is an Apple Pay transaction?

Apple Pay is very secure. You’re protected through your Apple device’s security settings (i.e. Face ID, Touch ID or your device passcode) on every transaction.

In addition, Heritage monitors your transactions to identify any unusual account activity. For further information on Apple Pay security, visit the Apple support page: https://support.apple.com/en-au/HT203027

Will merchants receive my physical card number?

No. Your physical card number will not be shown to the merchant when making transactions.

Is Apple Pay secure?

Yes, Apple Pay is secure. A unique Device Account Number is securely stored on a chip in the device so payment can be made without any card information having to be shared with the retailer.

Other features which help to keep your payments secure and safe include:

iPhone and iPad

Payments can only be authorised by using Touch ID or Face ID (if enabled), or by entering the device passcode.

Apple Watch

Payments can only be authorised if the device passcode has been entered, you’re wearing your Apple Watch and skin contact with the device has not been lost. If the device is removed from your wrist, Wrist Detect deactivates the NFC feature and Apple Pay. To re-activate the NFC feature and Apple Pay the device passcode has to be entered again.

Please note: you should never share your device passcode, or register more than one person’s biometrics (fingerprint or face), while your card is registered to Apple Pay.

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