Frequently Asked Questions

Temporary lock for misplaced cards

If you have misplaced your card, you can apply a temporary lock while you look for it. This lock can only be applied and removed by the primary card holder.

Note: The temporary lock only applies that particular card. Any additional cardholder’s cards will not be locked.

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. A pop up will appear, select Yes, then select ‘Done’.

Cancel Card

If you have a lost card or stolen card you can permanently cancel your card and order a new one. Your additional cardholder’s card will also be cancelled.

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 ‘Done’

Note: A new card will be sent to you within 7-10 working days.

Alternatively, call 

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

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
• Select ‘Order’ to confirm you would like to replace the card.

Note: A new card will be sent to you within 7-10 working days.