Digital Wallet FAQ's

What if my physical Visa card is lost or stolen?

Please contact Heritage as soon as possible. Once you report your Heritage card as lost or stolen, you will not be able to use it for purchases using your digital wallet. You will need to remove this card from your digital wallet.  After you receive the replacement card you must add the new card to your digital wallet.

Are digital wallet services available internationally?

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 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?

If you think a transaction looks suspicious, contact Heritage’s Contact Centre on 13 14 22. Have details of your concerns at hand.

Am I liable for fraudulent transactions?

No. Whether you use a digital wallet or a physical Visa card, you are protected with Visa Zero Liability# against fraudulent transactions.

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, contact Heritage and we will can 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.

What will purchases look like 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?

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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Heritage Online Help Centre

Information on internet banking services, regular transfers, password maintenance and managing your details.