Cancel a Card

Internet Banking Help Centre

To cancel your card in Heritage Online, log in and go to the Services menu.

  1. Select the Card from the drop down box 
  2. Select whether it was lost or was stolen 
  3. Click the Cancel Card button. 

This process cannot be reversed so please take care to ensure you have selected the correct card. 

Your card will then be cancelled and will no longer be available for use. You will also receive an email confirming the cancellation of the card. 

Note: A new card will NOT be ordered automatically. You will need to contact Heritage to order a new card.

Can I report a lost, stolen or damaged using the Mobile Banking App?

Temporary lock for misplaced cards

If you have misplaced your card, you can apply a temporary lock while you look for it. To apply a temporary lock:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to apply the lock to by tapping the settings icon
  • Select  ‘Misplaced card’ and follow the prompts
  • To unlock the card once you have found it, select the card that has been locked from the cards view by tapping the settings icon and select Unlock card. 

Note: This lock can only applies to the card selected. Any additional cardholder’s cards will not be locked.

Cancel Card

If you have a lost card or stolen card you can permanently cancel your card and order a new one.

To cancel your card:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to cancel by tapping the ‘settings’ icon
  • Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.A confirmation screen will appear. Select 'OK'.
  • A new card will be ordered for you and sent within 7-10 working days. 

Damaged card

If you have a damaged card, you can order a replacement card by:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, and then select the card you would like to replace by tapping the settings icon.
  • Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card. A confirmation screen will appear. Select 'OK'.
  • A new card will be ordered for you and sent within 7-10 working days. 

Alternatively, call 

Australia: 1800 076 037
Overseas: +61 7 4694 9139