How do I order a new card?
To order a card for your individual account:
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:
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?
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.
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.
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 your new Visa Debit or Credit Card and get spending.
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.
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
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?
If you have misplaced your card, you can apply a temporary lock while you look for it.
Note: This lock can only applies to the card selected. Any additional cards on your account will not be locked.
If your card has been lost or stolen, you can permanently cancel your card and order a new one.
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
If you have a damaged card, you can order a replacement by:
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
Australia: 1800 076 037
Overseas: +61 7 4694 9139
What if my physical Visa card is lost or stolen?
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.
Get started with internet banking, manage your details, view statements, transfer money and manage your passwords.