Frequently Asked Questions

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

Temporary lock for misplaced cards

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

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to apply the lock to by tapping the settings icon
  • Select  ‘Misplaced card’ and follow the prompts
  • To unlock the card once you have found it, select the card that has been locked from the cards view by tapping the settings icon and select Unlock card. 

Note: This lock can only applies to the card selected. Any additional cardholder’s cards will not be locked.

Cancel Card

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

To cancel your card:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to cancel by tapping the ‘settings’ icon
  • Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.A confirmation screen will appear. Select 'OK'.
  • A new card will be ordered for you and sent within 7-10 working days. 

Damaged card

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

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, and then select the card you would like to replace by tapping the settings icon.
  • Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card. A confirmation screen will appear. Select 'OK'.
  • A new card will be ordered for you and sent within 7-10 working days. 

Alternatively, call 

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

More help