PayID Troubleshooting FAQ's

Why did I get the error 'PayID is unavailable' when setting my up PayID?

A PayID is unavailable for use if it is already registered at a financial institution in Australia.

If you receive the message 'PayID is unavailable' when trying to register your PayID in the Mobile Banking App, it may already be in use. You can check whether your PayID is already registered with Heritage Bank in your Mobile Banking App.

  1. Login to the App using your passcode, FaceID or fingerprint.
  2. Go to the  menu and select PayID to view which PayID's are registered on your account.

If the PayID you wish to register is not showing under Manage PayIDs, it may be registered with another financial institution. If you'd like to raise an investigation to find out what bank and bank account your PayID is linked to, we can help you. Contact us on 13 14 22 to raise an investigation.

I’m missing a payment I was expecting via NPP.

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.

Why don't I have the option to use NPP faster payments with a transfer?

If you don't see the option to use NPP Faster Payments or PayID on a transfer, check these two things:

  1. Ensure you have the latest version of the Heritage Mobile Banking App, by checking in either the App Store (Apple) or Play Store (Android).
  2. Check the the Financial Institution you are transferring the funds accepts NPP Faster Payments. If they don't, you will still have the option to transfer funds via direct entry (taking up to 2 business days).

When should I close my PayID?

You must close your PayID if:

  • You no longer have authority to use it e.g. if you’ve changed your mobile number or email address; or,
  • If you no longer wish to receive payments to your PayID.

Why am I unable to close or transfer my PayID?

Check that your PayID is in an active state (not locked) to enable it to be closed, or to transfer it to another financial institution or other Heritage Bank account.

To do this go to the PayID menu in the Heritage Mobile Banking App.

If you are still having trouble closing or transferring a PayID please contact us.

Can I change my PayID name (shortname)?

At Heritage, we assign you a PayID Shortname, based on your legal account name which means you're unable to change this with Heritage Bank unless you legally change your name. This varies between financial institutions.

What do I do if someone accidentally sends me money via NPP?

By law, you are required to return the funds to the sender if you are certain the funds aren’t yours.  If you do not believe the funds are meant for you please contact Heritage on 13 14 22. 
PayID & NPP Faster Payment FAQ's
Frequently asked questions about PayID, how to get paid to your mobile number or email address and the New Payments Platform (NPP).
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