General FAQs

Can a Heritage loans officer come to my home?

Yes, our mobile lending specialists are now available in selected areas to help with your home loan needs. Mobile Lenders are currently available for appointments in branch and at your home outside of hours across parts of Brisbane, Gold Coast, and Western Sydney. Some branches are open extended hours on some nights and Saturday mornings for your convenience. If you have questions about our services, you can contact us at any time, 24/7 by calling the Contact Centre on 13 14 22.

Does Heritage offer insurance?

Yes, insurance quotes can be obtained from any branch, by calling 13 14 22 or via an online quote. Information about the insurance products available can be found in the Insurance section.

How do I apply for a credit card, personal loan or home loan with Heritage?

To apply for a credit card or loan with Heritage, contact your local branch and make an appointment to see a Lending Specialist. Alternatively, enquire online or call our 24/7 Contact Centre on 13 14 22.

How do I contact Heritage if I have a query or complaint?

You can contact us by calling 13 14 22, send an email to or visit your local Heritage branch.

I cannot locate my local Heritage branch. Where do I find it?

See our Locations page for more details on branch locations.

What are the operating hours for the Contact Centre?

Our Contact Centre is available to answer your call 24 hours a day, 7 days a week on 13 14 22.

You can also find the opening hours for our branch locations using our branch locator tool. 

What products does Heritage offer?

Heritage offers a full range of financial products including mortgage and personal loans, credit cards, savings and access accounts, term deposits, online saver accounts and insurance.

How can I check my account balance?

To check your account balance with Heritage Bank you can:

If you'd like to register for internet or phone banking, contact us on 13 14 22 or visit your local branch. 

Where is the closest ATM?

See our Locations page for more details on ATM locations.

Who owns Heritage Bank?

Heritage Bank Limited is an Australian mutual financial institution. This means we're owned by our customers, not shareholders. Instead of pursuing massive profits, our customer-owned status means we can focus on putting People first through award-winning service, great products, low fees and competitive interest rates. Learn more.

What has happened to my Pay Anyone Password?

If you register your membership for SMS Services, SMS Security replaces your Pay Anyone Password as the method of authentication. 

This means that if you had a Pay Anyone Password but choose to register for SMS Banking Services in Heritage Online, your Pay Anyone Password will be replaced and you will no longer be able to complete functions using this password. 

Please note that although it is not a requirement to sign up for SMS Services, you can only have a Pay Anyone Password OR SMS services, not both.

If you have mistakenly registered for SMS Services and wish to reactivate your Pay Anyone Password, please contact us on 13 14 22. 

How do I add a new Heritage or Inter-bank Payee (a new transfer destination)?

Heritage Online

In Heritage Online, the Pay Anyone process is streamlined. To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.

The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password depending on your settings.

Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Online you can also watch this helpful how-to video.

Mobile Banking App

Adding a new Heritage or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.

  1. Go to Move Money on the home screen or in the ☰ menu.
  2. Select your from account.
  3. Click on the Someone New button and select the type of payee you wish to add.
  4. Input your payee's account details and check they are correct. Press continue. 
  5. Complete the transfer as normal.

How do I view my Visa Authorisations or my Payments in Advance/Loan Details?

Heritage Online has introduced the “I Need To…” and “I’d Like To…” panels. These panels are located on the right hand of the screen and the options available change depending on your membership characteristics, and the page that you are viewing.

Two options that are likely to be useful are “View Visa Authorisations” and “View Loan Details”. These two can be found in the “I’d Like To...” panel and they will only appear if you are viewing transactions for an account for which this option is relevant.

For example, if you view transactions for an account with a credit or debit card attached, the option to “View Visa Authorisations” will be visible. If you view transactions for any loan account, the option to “View loan/Line of Credit Details” will appear. Many other options that used to appear under the “A/C DETAILS” menu are now contained under the “I’d Like To…” panel, including viewing details of a term deposit, or finding the available balance breakdown of an account.

What are the fees for using my Visa debit or credit card overseas?

Refer to our Fees and Limits guide for overseas currency conversion fee and overseas ATM or counter withdrawal fee information.

Does Heritage offer cardless cash?

We do not offer cardless cash withdrawals at our ATM's. If your card has been lost, stolen or misplaced, it's important to cancel it as soon as possible. You can do this in our Mobile Banking App or by calling 13 14 22.

If you require emergency access to cash, you can withdraw money from your local branch provided we can identify you sufficiently. 

Alternatively, give us a call on 13 14 22 and ask us to order a new card for you. Card delivery usually takes 7-10 working days, however you can request an express post card delivery within 5 working days for a fee of $25.

While your card is on it's way, use our Mobile Banking App to transfer money to other financial institutions in near real-time, using NPP Faster Payments

How do I activate or check the balance of a Heritage gift card?

Heritage Credits Rewards Gift Cards

For information about activating a gift card that was gained through the Heritage Credits rewards program, click here. These are gift cards issued by other companies, like Myers or Bunnings, that you have chosen to use your reward points on. 

Heritage Bank Prepaid Visa Gift Card

To activate your Heritage Gift Card, please visit Enter the 17 digit card number, along with the 4 digit code that is detailed in the attached letter.

Other gift cards

Heritage issues a wide range of VISA Prepaid cards on behalf of Prepaid Partners. These cards are generally branded with the prepaid partners artwork and say "Issued by Heritage Bank" on the back of the card. For all enquiries on these cards, first contact the card's branding company. Otherwise, contact Heritage on 13 14 22 or email Heritage's prepaid team

More FAQs

Heritage Online Help Centre

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