Although NPP payments are usually received in near real-time, there can be a delay of up to two hours.
If you have not received a payment after two hours, contact the sender and ask them to confirm the transfer details were correct and that the payment was successfully sent from their account (and did not bounce back). If they have confirmed the transfer details were correct and the payment did not bounce back, the sender will need to investigate the missing payment with their Financial Institution.
Heritage is unable to trace NPP payments that have been sent from other Financial Institutions.
Ensure you have the latest version of the Heritage App, by checking in either the App Store (Apple) or Play Store (Android).
If your App is up to date, the Financial Institution you are transferring the funds to may not accept NPP payments. You will still have the option to transfer funds via direct entry (taking up to 2 business days).
You must close your PayID if:
Check that your PayID is in an active state (not locked) to enable it to be closed.
To do this go to the PayID menu in the Heritage Mobile Banking App.
If you are still having trouble closing a PayID please contact us.
Check that your PayID is in an active state (not locked) to transfer it to another financial institution or other Heritage Bank account.
To do this go to the PayID menu in the app.
If you are still having trouble please call us on 13 14 22 or visit your nearest branch for assistance.
Information on internet banking services, password maintenance and managing your details.