SMS Security FAQs

Frequently asked questions to assist you with SMS Security and One Time Passwords with Heritage Online and the Mobile Banking App.

What is SMS Security?

SMS Security is a service within Heritage online available to all members with a mobile phone. It provides an extra layer of security for certain transactions performed within Heritage Online by generating a One Time Password (OTP) sent to your mobile phone. The OTP is used in place of the Pay Anyone password.

All members who are registered for Heritage Online and have a valid Australian mobile number recorded on their membership are able to register for SMS Security.

What is a One Time Password?

A One Time Password is a 6-digit number sent to your registered mobile phone. This number is used to authorise certain transactions within Heritage online. A different password is generated on each occasion.

How do I register for SMS Security?

Login to Heritage Online, go to the Settings menu and select Manage SMS Settings.
On this page you can Enable or Disable SMS Security.  

Can I use SMS Security anywhere in the world?

SMS Security is available anywhere where you can receive a standard text message (SMS) to an Australian mobile phone number. If you're travelling abroad and will not have be able to receive text messages, you may like to consider changing to a Pay Anyone password during your trip. Contact us on 13 14 22 to discuss your options. 

For more details on receiving SMS while overseas and whether additional charges apply, please contact your mobile phone service provider.

What happened to my Pay Anyone Password?

When you register for SMS Security this replaces the Pay Anyone Password as the method of Pay Anyone authentication. This means that if you have accepted to register for SMS Banking in Heritage Online, your Pay Anyone password would have been disabled.

It is not a requirement to sign up for SMS Banking, however you can only have SMS Banking or the Pay Anyone Password, not both. If you've accidentally registered for SMS Security please contact us.

How do I add a new payee using SMS Security?

Heritage Online

In Heritage Online, the Pay Anyone process is streamlined. To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.

The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password via SMS depending on your settings.

Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Online you can also watch this helpful how-to video.

Mobile Banking App

Adding a new Heritage or inter-bank 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.

I did not receive my One Time Password (OTP) SMS when adding a new payee, what do I do?

The delivery of the SMS can sometimes be delayed in mobile carrier networks. If you have more than one mobile registered, check you selected the correct one when requesting the OTP code. As no payment would have been made if you have not received the code, you can restart the process and try it again. If you are still having issues, please call 13 14 22 for assistance.

Why is my mobile number not appearing for SMS Security?

If you're an account holder and your number isn't appearing for SMS Security it could be that your details are not up to date with Heritage. Contact us to update your details 24/7. 

If you're an authorised signatory your mobile number will not appear. Only parties to a membership registered for Internet Banking are able to register for SMS Security, this does not include authorised signatories to the account. 

Can I use a non-Australian mobile number for SMS Security?


SMS Security is currently limited to Australian mobile phone numbers for the protection of our members. A good portion of Internet fraud originates overseas and identification processes to obtain a mobile phone vary around the world as does access to mobile networks.

What happens if I don’t have a mobile/Australian mobile, or cannot get mobile reception to use SMS Security?

SMS Security is optional. There is no requirement to register for SMS Security even if you have a working Australian mobile. As an alternative, you can register to use a Pay Anyone password which allows you to authorise new payees with a set password instead of a one time password. 

Contact us on 13 14 22 to discuss your options today.

How can I go back to Pay Anyone with a Password?

For security reasons, it is not possible to set up a Pay Anyone password online. If you've registered for SMS Security accidentally or are wanting to set up a Pay Anyone password for the first time, contact us on 13 14 22. 

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