Visa Debit & Credit Card FAQs

How do I order a new debit card?

If you open a Heritage transaction account online or in-branch, we'll order you a Visa Debit Card during this process.

If you're an existing Heritage member and you have not had a card before, you can request a card by calling us on 13 14 22 or visiting your local branch. This includes for joint accounts or enquiries about ordering a Visa Debit Card for your child. 

If you have an existing individual account, you can request a new card when logged in to Heritage Online.

  1. Login to Heritage Online on your desktop computer or mobile internet browser.
  2. Check that your mailing address is up to date on your membership.
  3. Complete the Contact Us form detailing your request for a card.
Note: If you cancel an existing card in Heritage Online or the Mobile Banking App due to being lost, stolen or damaged, a new card will be ordered automatically for you.

What ATMs can I use overseas?

You can use your Heritage Visa Card anywhere overseas you see the Visa symbol, including ATMs and merchant terminals. 

Find your nearest ATM location near while overseas using the Visa Global ATM Locator.

A currency conversion fee and ATM withdrawal fee will apply as outlined in our Fees and Limits Guide. If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will also apply.

Remember, when using your Heritage Visa Card overseas, you will only be able to access your accounts through the Credit facility on your card (Visa Debit or Visa Credit). The ‘Savings’ and ‘Cheque’ functions are only for use in Australia so make sure you press ‘Credit’ every time you use the card, even at ATMs.

 

Where can I find an ATM with no fees?

If you are a Heritage member, you can withdraw money using your Heritage Visa Debit Card at any Heritage ATM fee free. Find a Heritage ATM location near you.

If you can't find a Heritage ATM close by, you can also get money out fee free at any of the big 4 Banks ATMs in Australia. The big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank.

Some ATMs may still charge fees. You should always check the prompts on the ATM screen that will indicate if a fee is going to be charged.

If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will apply. Please read your Credit Card Details, Fees and Limits Guide and the Guide to Heritage Credit Card Products for more information.

What is a Visa Authorisation?

A Visa Authorisation happens when you approve a purchase at a merchant using your Visa card and a 'hold' is placed onto the amount you spent. This 'hold' is often called a pledge or pre-authorisation. It looks similar to a normal savings or cheque transaction and reduces your available funds so you can’t overspend. 

The difference is the money isn't transferred to the merchant until they request the funds from Heritage Bank. It is common in hotel, rental car services or pay at the pump at filling stations as it allows the merchant to confirm a valid method of payment has been used prior to providing services or goods. It also allows companies to put amounts on hold in your account, such as for a hotel security deposit, and only request the funds from your bank if they become required.

A Visa Authorisation remains on hold in your account for up to 10 days from the Date of Authorisation, or until the merchant requests the funds from Heritage Bank.

Why won't paywave work on my card at some merchants?

Your payWave may not be working because of a new change in the payments industry that has meant a lot of merchants are now routing their contactless payments through eftpos.

This means your Visa payWave payment will be declined if:

  • The merchant your purchasing from is using eftpos to route their contactless payments; and
  • You have not paid via eftpos with your card chip inserted at the merchant before.

If you run into this issue, retry the payment by inserting your card into the machine, and selecting savings/cheque to complete your purchase.

This will activate eftpos contactless payments on your card and you'll be able to use contactless payments at this merchant going forward.

What is the biller code for my credit card?

If you'd like to pay your credit card via BPAY®, your biller code and reference number will be located on the bottom of your most recent credit card statement. You can also pay your credit card via direct deposit using your account number and BSB. If you're unsure what your BSB is, use our BSB finder tool.

How do I decrease or increase the limit on my credit card?

To decrease the limit on your Heritage Credit Card you'll need to provide us with limit reduction instructions. If you have internet banking you can do this in Heritage Online. Log in to Heritage Online on your desktop computer or mobile browser and select 'contact us'. Complete the Heritage Online Feedback form detailing your limit reduction request.

If you have not registered for Heritage Online, you can complete the Application for Limit Reduction on Visa Card Form and return this to us. You will receive a confirmation letter when your credit card limit is reduced. 

Please note: Your outstanding balance must be less than the limit you’ve requested. There may also be minimum credit limit for your product type which you can find on our compare page.

To increase the limit on your Heritage Visa Credit Card an application is required. Call 13 14 22, enquire online or talk to your local branch to get started. 

What is the currency conversion fee for using my Visa Debit or Credit Card overseas or online?

When you spend on your Visa Debit or Credit Card overseas, or online in a currency that is not Australian Dollars (AUD), your purchase will attract an overseas currency conversion fee. If you withdraw money while overseas, there is also an overseas ATM or counter withdrawal fee.

 

Overseas currency conversion fee

Applicable on Visa purchases or withdrawals made in any currency that is not Australian Dollars (AUD)

3% of the AUD amount of the transaction
Overseas ATM or counter withdrawals fee (Visa)

$5.00 plus overseas currency conversion fee

 

Refer to our Fees and Limits guide for more information.

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 eftpos (cheque or savings) is $1,000. 

The default daily limit for purchases made online, by telephone or when using Visa (Credit) in stores is $10,000.

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

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

Should I allow merchant and Apps to remember my Visa card details for future purchases?

It’s important to be careful when allowing merchants and Apps to remember your Visa card details for future purchases. Some Apps will use a token when storing your card details, which can make transactions more secure by replacing your sensitive cardholder account details with a token.  

Heritage also supports Visa's Cloud Token Framework (CTF) and device binding functionality. Device binding is the process of linking a token to a trusted device. 

During the binding process, the merchant or other token requestor’s site or app asks you to select a connected device and mark it as trusted. This allows you to skip the verification process when you next make a payment on that App using your card. 

When e-commerce and card-on-file merchants store a token instead of your card data, they can then bind the same token to your multiple devices, such as mobile phone, tablet and smartwatch. For future transactions, the usage of trusted devices can serve as an additional identification factor. 

Remember, to help protect yourself from fraud or scams, you should follow best practises for secure online shopping. If you are concerned that your card details may be compromised, cancel your card immediately and contact us.

Lost / Stolen Cards

To report a lost, stolen or damaged card:
Login to your Mobile Banking App, go to ‘Manage Cards’ and follow the prompts to cancel your card.

Alternatively, cancel your card in Heritage Online or call 1800 076 037. to cancel your card 24/7. If overseas, call +617 4694 9139

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

Manage Cards in the Mobile Banking App

What is the Mobile Banking App Card Manage Cards feature?

The Manage Cards feature on the Mobile Banking App allows you to view all active cards associated with your membership and access handy features including:

Activate a card

Activate your new Visa Debit or Credit Card and get spending.


Cancel or place a card on hold

Misplaced card: Place a temporary hold on a misplaced card. Once you locate the card, you can unlock it. Existing recurring/pending payments will not be affected

Lost or stolen card: Cancel your card if it is lost or stolen

Damaged card: If your card is not working, you can report it as damaged and a new one will be ordered for you.


Block/unblock online, international in-store or all card payments

All card payments:  Choose to block all card payments.  Existing recurring/pending payments will not be affected

Online payments:  Choose to block transactions being performed online.  Existing recurring/pending payments will not be affected

International in-store purchases: Choose to block in-store international transactions if you're not travelling overseas. Existing recurring/pending/internet/Australian in-store payments will not be affected


Order a card

When you cancel or report a damaged card, a new card will be ordered for you automatically. If you've never had a card and wish to order one, contact us on 13 14 22.

How do I access the Manage Cards feature in the Mobile Banking App?

After logging into the App select ‘Manage Cards’ on the home page or in the ☰ menu. Select the card you would like to view and follow the prompts. 

Can I report a lost, stolen or damaged card using the Mobile Banking App?

Misplaced Card - Temporary Lock

If you have misplaced your card, you can apply a temporary lock while you look for it. 

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to apply the lock to.
  3. Select 'Lock card’ and follow the prompts.
  4. To unlock the card once you have found it, select the card that has been locked and tap the button to Unlock the card.

Note: This lock can only applies to the card selected. Any additional cards on your account will not be locked.


Lost or Stolen Card

If your card has been lost or stolen, you can permanently cancel your card and order a new one.

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to cancel.
  3. Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.
  4. A confirmation screen will appear. Select 'OK'.
  5. Your card will be cancelled immediately and a new card will be ordered for you and sent within 7-10 working days.

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 service* which 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


Damaged Card

If you have a damaged card, you can order a replacement by:

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to replace.
  3. Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card.
  4. A confirmation screen will appear. Select 'OK'.
  5. Your card will be cancelled immediately and a new card will be ordered for you and sent within 7-10 working days.

Once you report your card as damaged, you will no longer be able to use your physical card.  If your card has been loaded onto a digital wallet*, online storeor 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


Alternatively, call 

Australia: 1800 076 037
Overseas: +61 7 4694 9139

How do I temporarily lock my card or stop certain card transactions?

Misplaced Card - Temporary Lock

If you have misplaced your card, you can apply a temporary lock while you look for it. 

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to apply the lock to.
  3. Select 'Lock card’ and follow the prompts.
  4. To unlock the card once you have found it, select the card that has been locked and tap the button to Unlock the card.

Note: This lock can only applies to the card selected. Any additional cards on your account will not be locked.

Card Payment Settings

If you'd like to block online, international in-store or all card payments, you can do so in the Mobile Banking App.

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to manage payment settings for.
  3. Select 'Payment Settings’ and choose all card payments, online payments or international in-store payments.
  4. Follow the prompts to allow or disable.
Card Security

What if my physical Visa card is lost or stolen?

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

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, you will still be able to make transactions and your card details will automatically be updated when you activate your new 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. 

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

How can I tell if a website is safe to use with my card?

There are heaps of ways to tell if a website is safe to use with your card. When in doubt, always do your research first. For our top tips, check out our guide on Ways to Bank Securely.

What can I do to minimise the risk of fraud with my card?

To help protect yourself from card fraud, read our guide on Ways to Bank Securely.

If you believe your card details have been stolen or if you notice any fraudulent transactions on your account, please contact us.

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