Visa Debit & Credit Card FAQs

If you join Heritage online or in-branch, we'll order you a 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 card through Heritage Online. 

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 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.

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.

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.

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.

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.

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.

---

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 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

---

Alternatively, call 

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