SMS Security FAQs

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.

What is a One Time Password?

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

Who can request SMS Security?

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

How do I register for SMS Security?

Members can register for SMS Banking by selecting “Register SMS Security” under the ‘Security’ Menu in Heritage online. Members are automatically registered for SMS Security when they sign up for SMS Banking.

Can I use SMS Security anywhere in Australia and overseas?

SMS Security is available anywhere that members can receive a standard text message to an Australian mobile phone number. For details on receiving SMS while overseas and whether additional charges apply, please contact your mobile phone service provider.

What has happened to my Pay Anyone Password?

When a member registers for SMS Banking, SMS Security replaces the Pay Anyone Password as the method of Pay Anyone authentication. This means that if members choose to register for SMS Banking in the new Heritage online, they will no longer be able use the old Heritage online to complete functions that require the use of the Pay Anyone password such as adding a new Heritage or Inter-bank payee. Please note that it is not a requirement to sign up for SMS Banking, however members can only have SMS Banking or the Pay Anyone Password, not both.

How do I add a new Heritage or Inter-bank Payee (a new transfer destination)?

The Pay Anyone process has been streamlined. Instead adding a payee as one step and then completing a transfer to that destination as a separate step, members can now simply perform a transfer, entering the details of the new destination into the fields provided. If the destination is new, the system will automatically detect this, ask for the appropriate authentication, either a Pay Anyone Password or a One Time Password.

I tried to add a new payee but did not receive an SMS with the OTP, what do I do now?

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.

I am a signatory on an account, but my mobile number is not appearing for SMS security?

Only parties to a membership registered for Internet Banking are able to register for SMS services, this does not include authorised signatories to the account.

Why is it that I cannot use a non-Australian mobile for SMS banking?

The new SMS services are 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.

I don’t have a mobile/Australian mobile, or cannot get mobile reception

SMS Banking is optional. There is no requirement to register for SMS Banking (even if you have a working mobile), you can simply continue to use your Pay Anyone password, while still being able to take advantage of the other improvements introduced to Heritage online, including a more streamlined Pay Anyone process and more advanced transaction searching features.

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

For security reasons, it is not possible to revert to Pay Anyone with a Password online. To be able to use a Pay Anyone password again requires a signature to protect your security and cannot be completed over the phone or online. You will either need to visit a branch in order to set up a Pay Anyone password or fax a letter to 07 4694 9782 requesting a Pay Anyone password.

It is also possible to simply disable SMS Banking via Heritage online, by proceeding to “Maintain Personal Settings” and un-checking the “SMS Banking Enabled” option. This will remove SMS Banking, including SMS Security.

I am receiving SMS messages that seem to relate to my Heritage accounts but they are being sent from 13 66 33, which is not the number I usually receive them from

This is our backup service. If there is a problem with our primary service we utilise a backup service in order to continue to provide our SMS service. We do not anticipate the backup service to be used often or for a lengthy period.
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Heritage Online Help Centre

Information on internet banking services, regular transfers, password maintenance and managing your details.