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.
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:
When should I close my PayID?
You must close your PayID if:
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)?
What do I do if someone accidentally sends me money via NPP?
A complete range of how to's and step-by-step guides to help you with your internet banking at Heritage.