Visa Debit & Credit Card FAQs

How do I order a new card?

To order a card for your individual account:

  1. Login to Heritage Online.
  2. Check that your address is up to date on your membership.
  3. Complete the Contact Us form detailing your request.

If you have a joint account or if you haven't yet registered for Heritage Online, contact us on 13 14 22 or visit your local branch.

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

Your payWave may not be working because of a security feature on our Visa Debit Cards.

Your payWave payment will be declined if:

  • The merchant your purchasing from is using EFTPOS to route their payments; and
  • You have not paid with Credit (CR) with your card chip inserted at the merchant before.

If this happens, retry the payment by inserting your card into the machine, and selecting Credit (CR) to complete your purchase.

Once you complete one Credit (CR) transaction with your card inserted at a merchant preferring EFTPOS, you will be able to use payWave for all transactions going forward.

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

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.

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

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 article on 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 help and guidance article 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.

More FAQs

Internet Banking Help Centre

Get started with internet banking, manage your details, view statements, transfer money and manage your passwords.