NPP Troubleshooting FAQ's

Contact the sender and ask them to confirm with their financial institution. If they have confirmed they have sent it and checked details are correct please call us on 13 14 22 so we can investigate for you.

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.

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. 

 At Heritage, we assign you a PayID Shortname, based on your legal account name.This varies between financial institutions.
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. 
NPP General FAQ's
Frequently asked questions about the New Payments Platform (NPP), PayID and Security.