Visa Debit & Credit Card FAQs

To order a Visa Debit Card on your existing Heritage transaction account, you can:

• Submit a secure 'Contact Us' enquiry when logged into Heritage Online or your Mobile Banking App;
• Call us 24/7 on 13 14 22; or
• Visit your local branch.

Note: For joint accounts or enquiries about ordering a Visa Debit Card for your child, please contact us. If you cancelled 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.

New to Heritage?

Get your free Visa Debit Card when you open a Simply Access transaction account online or visit your local branch.

Apply now

Heritage Bank’s new Eco Visa Debit Card launched on 19 December 2022. Our eco-friendly Visa Credit Cards launched on 1 March 2023.

Our new eco cards are free from petrol-based plastics. This will help us reduce the amount of plastic we produce and help the environment. 

These new cards are made from PLA (Polylactic Acid) -  a plant-based material - or ‘bioplastic’. It is made of 90% PLA, with the remaining 10% consisting of the chip and magnetic strip. These cards are as strong and durable as polyvinyl chloride (PVC) cards but are far less harmful to the environment as they degrade a lot faster than any other petroleum-based plastics.

Read this article to learn more - Get to know our eco-friendly Visa Debit Card.

You can cancel any card linked to your membership by:

• calling our Contact Centre on 13 14 22,
• visiting us in branch, writing to us,
• logging into Internet Banking > Services > Cancel a Card
• logging into Mobile banking > Manage Cards

On 19 December 2022, we switched our Visa Debit Cards to be made from PLA (Polylactic Acid) -  a plant-based material - or ‘bioplastic’. On 1 March 2023, we switched the rest of our Visa cards to PLA, including our Credit Cards, Business Visa and Business Debit Card. 

PLA cards are as strong and durable as polyvinyl chloride (PVC) cards but are far less harmful to the environment as they degrade a lot faster than any other petrol-based plastics.

The cards are made from fermented plant starch sourced from plants like corn and sugarcane. Although the cards do still require elements like a microchip and antenna to perform their job (making up about 10% of the card), the body of the card is completely free from petrol-based plastics and will safely break down in landfill without releasing any toxins or microplastics.

Read this article to learn more - Get to know the Heritage Eco-friendly Visa Debit Card.

On 19 December 2022, we switched our Visa Debit Cards to be made from PLA (Polylactic Acid) -  a plant-based material - or ‘bioplastic’. On 1 March 2023, we switched the rest of our Visa cards to PLA, including our Credit Cards, Business Visa and Business Debit Card. 

If you are new to Heritage, you'll receive an Eco Visa Debit Card when you open an eligible transaction account. You'll also receive a Visa card made from PLA if you take out a credit card.

If you already bank with Heritage and have a Visa card, you'll receive an PLA card when your existing PVC card expires. Rolling out our eco card initiative to our existing members as their cards expire ensures that we don't contribute to unnecessary waste. 

Questions? Get in touch with us 24/7 on 13 14 22 or visit your local branch.

Read this article to learn more - Get to know the Heritage Eco Visa Debit Card.

It's easy to set up or change your PIN online or in-person.

Visit our PIN Change Help Guide to get started.

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.

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

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.

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

Fees for using an ATM overseas

A currency conversion fee and ATM withdrawal fee will apply as outlined in our Fees and Limits Guide. Learn more with our FAQ - 'What fees apply for using my card overseas?'

If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will also apply. 

Are you travelling overseas soon?

• Call us on 13 14 22
• Talk to your local branch
• Submit a secure enquiry after you login to Heritage Online or your Mobile Banking App.

When you spend on your Heritage Visa Debit or Credit Card overseas, or online, in a currency that is not Australian Dollars (AUD), your purchase will need to be converted into AUD. To enable this conversion, you will pay an overseas currency conversion fee which is a percentage of your transaction.

If you withdraw money overseas you will also pay an overseas ATM or counter withdrawal fee. Some ATM operators may also charge their own fees. You should check the prompts on the ATM screen that will indicate if a fee is going to be charged.

The currency exchange rate you receive will be calculated at the time of your purchase or cash advance. You can use the Visa exchange rate calculator for an estimate of the rate you may receive.

Fees

The following fees apply for Visa Debit and Credit Cards. If you're using a Visa Credit Card to withdraw money, a cash advance fee and cash advance rate will also apply. Refer to our Fees and Limits guide for more information.

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

Are you travelling overseas soon?

• Call us on 13 14 22
• Talk to your local branch
• Submit a secure enquiry after you login to Heritage Online or your Mobile Banking App.

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.

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.

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.

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. 

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. 

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.

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.

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.

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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.

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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

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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.

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. 

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.

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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

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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 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

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Alternatively, call 

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

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.