Frequently Asked Questions

My Mobile Banking App isn't recognising my biometrics to login.

If you run into trouble registering or recognising your biometrics in the Mobile Banking App follow these steps:

  1. Make sure you're holding your fingerprint or phone in the same way you initially registered your biometrics.
  2. Make sure that at least one of the fingerprints you have enrolled or your FaceID on your device is still valid.
  3. Confirm that your device hardware is not malfunctioned by testing the authentication in other Apps. 
  4. Check that you are running the latest version of your device operating system.
More help

Online security when using computer
Latest security alerts & fraud protection
View our latest online security alerts, frequently asked questions and learn how we protect you from fraud at Heritage Bank.
Contact us 24/7

Our local Australian contact centre is waiting for you. Call 13 14 22 or if overseas, call +617 4694 9000.