Digital Wallet FAQ's

Frequently asked questions

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.

Can I use my digital wallet overseas?

Yes, however, it’s important you set-up or activate your card in your digital wallet before heading overseas. If you don’t have international roaming enabled on your device, you may encounter technical issues such as receiving your One Time Password.

What should I do with my digital wallet when I receive a new or a replacement card?

If you've received a new card and your 16 digit card number is the same as your old card, you do not have to do anything. Your digital wallet will automatically update to take payments from your new card. This is often the case if you've received an automatic replacement for an expiring card.

If you've received a new card and your 16 digit card number is different to your old card, you will need to remove your old card from your digital wallet, then add in your new card details. This is often the case if you've reported your old card as lost/stolen, or if there has been fraudulent transactions on your old card.

What if I suspect fraudulent transactions on my digital wallet?

Whether you use a digital wallet or a physical Visa card, you are protected with Visa Zero Liability# against fraudulent transactions.

If you think a transaction looks suspicious, contact Heritage’s Contact Centre on 13 14 22 with details of your concerns at hand. Visit our Disputed Transaction page for information on how to dispute a transaction.

 

If I sell or give my device to someone else, what will happen to the digital wallet information in the device?

If selling or giving away your device you should make sure you delete all cards in any digital wallet. Alternatively, you may reset your device to factory settings which will also remove all token accounts. If you forget to do this, you should contact Heritage and we will action this for you on your behalf.

If I lose my device and if someone starts using it to make purchases, am I liable for those purchases?

Whether you use a digital wallet or a physical Visa card, you are protected with Visa zero liability# against fraudulent transactions.

How will digital wallet purchases appear on my statement?

Digital wallet transactions appear on your statement the same as any card transaction performed on your account.

What payment information will be on my receipt when I pay with a digital wallet?

Receipts should look the same as they always have. However, in some cases, receipts created from digital wallet purchases may display the last four digits of the token provided to the merchant (these four digits may differ from the last four digits of your physical card).
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