Mobile Banking App FAQs

Frequently asked questions and answers to assist you with our Mobile Banking App.

Using the App

What is the Heritage Mobile Banking App?

Our Mobile Banking App has been designed to allow access to your accounts while you are out and about and on the go.

Although it does not provide every feature available in the standard Heritage Online internet banking site, it does allow you to view your accounts, manage your cards, list recent transactions, perform transfers to new and existing payees and make BPAY® payments.

Our Mobile Banking App also supports NPP Faster Payments and PayID. This means that you can transfer money in near real-time to other participating Financial Institutions. You can also pay to someone's email address or phone number (if they have PayID set up).

Our Mobile Banking App is available on iPhone, iPads and Android devices.If you require full functionality access, you can log in to Heritage Online on your mobile device with internet access and a secure browser.

Do I need to register to use the Heritage Mobile Banking App?

You need to be registered for Heritage Online. Once registered you can start using the Heritage Mobile Banking App immediately with your existing member number and password.

Is the Heritage Mobile Banking App secure?

Our Mobile Banking App puts your security first, with a range of security features and services designed to keep you safe while banking online, including:

  • Ability to block online, international in-store or all card payments
  • Lock, cancel or order a replacement card
  • Device Authentication – an extra layer of security for your account that ensures only devices you allow can perform advanced functions such as adding a new payee
  • Use password, PIN, Fingerprint or Face ID to log in on applicable devices
  • Automatic log out if you're inactive for 5 minutes

Learn more about our approach to Security and Fraud Protection.

I have a new phone/device. What do I do with my Mobile Banking App?

If you get a new phone you'll need to authenticate your device.

If you'd like to use biometrics like to log in to your Mobile Banking App on your new phone, you'll first need to register these on your device following your devices instructions.

Once you have set up biometrics on your device, you can register to use these in your Mobile Banking App settings.

If you are selling or giving away your old device you should make sure you delete all cards in any digital wallet and remove your Mobile Banking App. It is also recommended you 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.

Why can I only view up to 100 transactions in the App?

The Mobile Banking App has been designed to be quick and simple to use when you are out and about. Please use Heritage Online on your desktop computer or mobile browser to view more historical transactions.

Why can't I see a running account balance in the App?

The running balance of your accounts has not been included in the Mobile Banking App to allow more effective use of the limited space on mobile devices with a small screen. If you'd like to see the running balance of your account, login to Heritage Online on a desktop computer or your mobile browser.

Can I perform a transfer to a new payee in the App?

Yes! Adding a new 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.

Can I schedule transfer or BPAYs in the App?

No. Please logon to Heritage Online on your desktop computer or mobile browser to schedule transfers or payments.

Can I view Visa Authorisations made using my Visa card?

Yes. Visa Authorisations will show as transactions on your account in the App. 

What is a Visa Authorisation?

Can I delete an existing payee in the Mobile Banking App?

Yes.  When making a payment in the Mobile Banking App, select My Payees.

If using an Apple device, swipe from right to left to delete your selected payee.

If using an Android device, hold your finger on the payee to delete your selected payee.

Can I switch to other memberships I have in the App?

Yes. Provided you have linked your memberships in Heritage Online, you'll be able to switch between them in the Mobile Banking App. Go to the  ☰ menu, or your accounts list, and select Switch.

How do I increase my daily transfer limits?

You can request to increase your daily account transfer and BPAY® limits up to the maximum amounts listed in the Fees and Limits Guide

Contact us on 13 14 22 anytime and request to increase your transfer limits. Please note for security reasons, transfer limits cannot be increased online.

If you'd like to decrease your daily account transfer limits, you can do this yourself when logged into Heritage Online. Go to the Settings menu and select Daily Transfer/BPAY Limits.

How do I set up biometrics (face or fingerprint) log in on my App?

If you haven't already, you will need to register fingerprint or face login on your device first. You can usually do so in the security settings on your device. 

Once your fingerprint or face login is set up on your device you can register to use either to login to your Mobile Banking App.

  1. Login into the Mobile Banking App
  2. Go to Settings and select the option for Fingerprint/Face Login
  3. Scan your fingerprint to register for Fingerprint/Face Login

You’ll then be able to login using your biometrics, once the scan successfully matches what is already registered on your device.

To protect your security we recommend that you only load your own fingerprint or face onto your device so that you are the only person who can access your Mobile Banking App. 

I don’t recognise a purchase in my App.

In the Mobile Banking App you can view more information on some transactions. Go to view the transaction listing for your account and tap on the red arrow. This will display further transaction details on certain types of transactions. If you are still not sure, please contact us to find out more. 

How can I troubleshoot my Mobile Banking App?

If your Heritage Mobile Banking App isn't working you might like to try these troubleshooting ideas:

  1. Make sure your operating system is compatible with the Mobile Banking App. You can view these operating system requirements here. 
  2. Check that the Mobile Banking App is the most up to date version in your App store.
  3. Uninstall and reinstall the App. Delete the App and visit your App store to download it again.
  4. Check that your settings on your phone are allowing the Mobile Banking App to access the internet, and that your internet is stable and connected.
  5. If possible, use the automatic time set by your network provider.

If you need any assistance with troubleshooting, contact us 24/7 on 13 14 22.

 

I’ve forgotten my login password! Help!

If you've forgotten your login password, or you are locked out of your account:

  1. Call us on 13 14 22 or visit your local branch.
  2. Get issued a temporary password.
  3. Login to Heritage Online on your desktop computer or mobile browser with the temporary password.
  4. Follow the prompts to set up a new password for your account. Make sure you log in within 7 days of receiving your temporary login password so that it does not expire.

Note: For your security, if your account is two-to-sign, two account holders will be required to complete and sign a form to reset your login password. Call us on 13 14 22  or visit your local branch for more information.

Face & Fingerprint Login

What are biometrics?

Biometrics are a secure authorisation process that users your unique biological traits to verify your identity. This could be traits such as retinas, irises, voices, facial characteristics, and fingerprints.

With the Heritage Mobile Banking App, you can register biometrics as an alternative and convenient form of authentication. This means you only have to use a finger or face identification to login to your Mobile Banking App. This also avoids the need to enter your standard member number and password or even a 4-Digit PIN.

On your compatible Apple device with iOS10 or above, you can use fingerprint or face identification to login. 

On your compatible Android device with Android 6 or above, you can use fingerprint to login.

Learn more about our system requirements for the Mobile Banking App.

Is biometric login secure?

Biometrics offer the same high level security as all authentication methods for Heritage Online and the Mobile Banking App.  Fingerprints and face identification are virtually unique and very difficult to guess or replicate. Your fingerprint or face identification is encrypted and safely stored in the secure storage of your device. 

If you're device becomes inactive, we will also remove your saved PIN and biometric login details. This means that if you don't use your Mobile Banking App for a period of time, then you’ll be prompted to enter your full internet banking password to login again.

If you notice and unusual or fraudulent activity on your account please contact Heritage on 13 14 22 as soon as possible. 

How do I set up biometric login?

You will need to ensure that you have already registered biometrics on your device in order to use them to login on your Mobile Banking App. You can usually do so in the security settings on your device. 

Once your biometrics are set up on your device you can register to use either your face or fingerprint to login to your Mobile Banking App.

  1. Login into the Mobile Banking App
  2. Go to Settings and select the option for Fingerprint/Face Login
  3. Scan your fingerprint to register for Fingerprint/Face Login

You’ll then be able to login using your biometrics, once the scan successfully matches what is already registered on your device.

To protect your security we recommend that you only load your own fingerprint or face onto your device so that you are the only person who can access your Mobile Banking App. 

Can I register other people's biometrics on my smart device?

This depends on your device settings. You should not register for biometric login in your Mobile Banking App if you have other people's biometrics set up on your device. This is because you'll be giving them access to your bank accounts and may be liable for any unauthorised transactions.  

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.

Will I be locked out of the Mobile Banking App if I can’t scan my biometrics?

No. You won’t be locked out if you can’t provide your fingerprint or face identification to login. If you’re having trouble using biometric login you can also choose to enter your Mobile Banking App PIN or Heritage Online password to gain access.  If you are unsure of your Heritage Online password please contact us for assistance. 

Why can't I set up biometrics to login to my Mobile Banking App?

Make sure you have a compatible device with fingerprint or face identification set up in your device settings. Learn more about our system requirements.

If you have a compatible device with biometrics set up, and are still having issues registering for biometric login, please contact us.

How do I turn off biometric login?

There are two options to disable fingerprint or Face ID login:

Heritage Mobile Banking App only:  You can turn off biometric login in the Settings section in your Mobile Banking App.  This options means you can still use biometric authentication on your device, just not with the App.

Entire Device:  Go to the Settings section on your device and turn off biometric authentication.  This disables the option for your device and means you will not be able to access fingerprint or face identification for your device or any apps, including your Mobile Banking App.

If you turn this feature on again for your device, you will have to re-register or update your biometrics in the Settings section of the Mobile Banking App if you'd like to use it for your banking.

If you're device becomes inactive, we will also remove your saved PIN and biometric login details. This means that if you don't use your Mobile Banking App for a period of time, then you’ll be prompted to enter your full internet banking password to login again.

Will I keep my 4-digit PIN when I register for biometric login?

Yes, the Mobile Banking App will always first display the fingerprint or face identification login screen, but you can choose to cancel the operation and continue to login with 4-digit PIN (if set up) or your Heritage Online password. That's why it's important never to tell anyone your PIN or password for your Mobile Banking App or Internet Banking. Learn more about keeping your passwords secure here.

Can I remove biometrics enrolled on my device?

Yes, you can remove biometrics as you like. If you'd like to continue to use your fingerprint or face identification to login to your Mobile Banking App, you'll need to leave at least one fingerprint or face identification enrolled on your device.

If you choose to add new fingerprints or face to your device, you'll need to re-register your chosen login method in the Mobile Banking App Setting section. 

If you're device becomes inactive, we will also remove your saved PIN and biometric login details. This means that if you don't use your Mobile Banking App for a period of time, then you’ll be prompted to enter your full internet banking password to login again.

Device Authentication

What is the Device Authentication feature for?

Device Authentication is a security feature that adds an extra layer of protection for your account by using a One Time Password sent via SMS. It ensures that only devices you allow can perform advanced function on the Heritage Mobile Banking app such as adding a new payee for a transfer. If your device is not authenticated, you will not be able to access these features.

Do I have to do anything to add Device Authentication?

The prompt to authenticate your device will appear in the Mobile Banking App during the following activities:

  • when you try to use Pay Anyone and your device is not yet authenticated,
  • when you go into the settings and manually start the device authentication process, or;
  • when you log in for the first time after installing the app.

To authenticate your device, follow the prompt when it appears. It will ask you to accept, then a One Time password will be sent to your mobile phone number you have registered with Heritage. Enter in the One Time Password and your device will be authenticated.

This is a one time process. Once a device is authenticated you will not need to do it again unless you manually remove your device's authentication status in the app settings or disable SMS Security.

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