Internet Banking FAQs

Internet Banking is one of the easiest ways to manage your finances – and it doesn't have to be confusing. You'll find the answers to your questions right here.

If you still can't find the answer you're looking for, just call us on 0800 657 935 to talk to a friendly member of our team or ask us a question.

What’s new in Heartland Internet Banking?

Additional security - Keep Safe questions

To enhance the security of your information on Internet Banking, we have introduced a new security feature called Keep Safe questions. On your first log in you will be asked to choose three Keep Safe questions and supply the answers to these questions. You can select a question from the list or type your own.

On every subsequent login, in addition to your customer number and password, you will be asked to supply two letters from the answer to one of your questions. Use your mouse to click on the on-screen keyboard to do this. You are able to select new Keep Safe questions from within internet banking.

Who can sign up for internet banking?

If you’re a Heartland Bank account holder, it’s likely that you can sign up for Internet Banking. As long as you:

  • are a New Zealand Resident or Citizen; and 
  • are over 16 years of age

If you’re still unsure about whether you’re eligible for Internet Banking, call us on 0800 657 935.

How do I sign up for Internet Banking?

To use Internet Banking, you'll need a Heartland Bank Customer Number and an Internet Banking password. You can get your password and Customer Number, and complete the Internet Banking registration form, in person at one of our branches.

What do I need to use Internet Banking?
  • A Heartland Bank Customer Number and an Internet Banking password, which you can get at any Heartland Bank branch.
  • A computer with internet access (most computers and internet connections are suitable for Internet Banking).
I have accounts for more than one person to operate – can I still access these accounts through Internet Banking?

If you need joint or multiple people to operate or sign cheques on your account, you will need to contact your branch to enable dual sign-off authorisation on your internet banking account.

How do I know that Heartland Bank's Internet Banking is safe and secure?

The data travelling across the internet between your computer and our Internet Banking system is encrypted. This protects your data from other people as it travels across the internet, and is completely secure.

How often should I change my password?

It’s not compulsory to change your password, but we recommend that you do change it at least every three months. Your password is your "key" to Internet Banking, so it’s very important that you take precautions to keep it safe – especially if using public access computers.

What should I do if I think that someone knows my password?
  • If for any reason you believe someone knows your Internet Banking password, you should change it immediately. You can do this online.
  • You should also advise us by calling 0800 657 935, or contacting your local branch.
  • We recommend that you also check your balances and transactions to ensure everything is in order.
How do I choose a password for Internet Banking?
  • Your Internet Banking password must be a minimum of six characters and should include at least one letter and one number. The password is case sensitive, which means that "A" is different to "a". It may also include punctuation characters.
  • The password you choose for Internet Banking should be different to any other passwords you use e.g. it should not be the same as your email password, auction site passwords and so on.
  • You also should not use a password that relates to any easily obtained personal information about you e.g. family, street or pet names, your birthday. Nor should you use any obvious or sequential numbers such as 54321, or repeating numbers such as 22222.
How do I change my Internet Banking password?

It's easy to change your Internet Banking password at any time online. Simply log in and choose the ‘Change Password’ option from the menu bar.

I've entered my password wrong too many times and now can't log in – what do I do?
  • When logging into Internet Banking, if you enter your password incorrectly three times in a row you’ll be locked out of the system. This is a precaution we've put in place for security reasons to prevent unauthorised access attempts.
  • If you’re locked out, simply call us on 0800 657 935 (8:30am to 5pm Monday to Friday). We’ll need to ask you a few questions to confirm your identity before resetting your password over the phone.
  • Note: Any re-set Internet Banking passwords are only valid for 24 hours – if you don’t log in to Internet Banking within this time, the password will expire.
I've forgotten my Customer Number/Internet Banking password, what do I do?
  • If you forget your password or your Customer Number, please call us on 0800 657 935 (8:30am to 5pm Monday to Friday). We'll need to ask you a few questions to confirm your identity before telling you your Customer Number or resetting your password over the phone.
  • Note: Any re-set Internet Banking passwords are only valid for 24 hours – if you don’t log in to Internet Banking within this time, the password will expire.
What happens if I forget to log off?

As well as protecting your password, you need to protect your Internet Banking session. That’s why we have a time out in place in case you forget to log off – after seven minutes of inactivity you’ll be automatically logged off.
However this does not reduce or remove your liability for ensuring that appropriate personal security procedures are followed. You should always log off from your Internet Banking session when you’ve finished. This is especially important if you are sharing a computer with other people.

What should I do if Internet Banking crashes while I am doing my banking?

We expect that this would be a very rare event. Transactions are processed as they are entered, so your last entered transaction should have gone through. You should double check your account balances and transaction lists to confirm.

Does Heartland use a digital certificate?

Yes. We have a digital certificate verifying that our Internet Banking site is encrypted and secure.

What is your cut-off time for online transactions?

For most customers, the cut-off time for Internet Banking payments for overnight processing is 6.30pm on working days.  Internet Banking transactions completed before 6.30pm on a working day are processed that night, while transactions processed after 6.30pm will be processed the next working day.

 

OMAX customers have an earlier cut-off time of 3pm on working days. OMAX Internet Banking transactions completed before 3pm on a working day are processed that night, while transactions processed after 3pm will be processed the next working day.

 

Please note: in all cases the term 'working day' refers to normal business days excluding Saturday, Sunday and national public holidays.

Transfers between accounts

When you transfer funds between your Heartland Bank accounts using the ‘Funds Transfer’ menu option, the transaction is processed immediately. The balances of the affected accounts will be updated at the time the transfer is processed.

Can a transaction be cancelled?
  • When you use Internet Banking to process transactions on your account, you’ll be asked to confirm your transaction details before the transaction is completed. This confirmation step allows you the chance to check the transaction details are correct, and helps minimise the risk of an error being made. Once you confirm a transaction for processing that day, it can’t be cancelled.
  • Future dated payments can be cancelled by contacting one of our branch staff members before 5pm on the scheduled payment date.
What happens when I make an Internet banking payment on a weekend or public holiday?

Payments made via Internet Banking on a non-working day will be processed on the next working day. For example, if you make a payment on a Sunday the payment will be processed on the Monday night.

Please note: in all cases the term 'working day' refers to normal business days excluding Saturday, Sunday and national public holidays.

How do future-dated transactions work?

Future-dated transactions will be processed on your account on the date you specify on the transaction (unless this is a non-working day) provided you have sufficient funds in your account on the date to process the transaction.

Please note: in all cases the term 'working day' refers to normal business days excluding Saturday, Sunday and national public holidays.

I'm expecting money to be deposited in my account today – will my planned payment that is supposed to go out of my account today be processed?

It’s a good idea to plan future dated transactions for the day after you’re expecting funds to be deposited into your account. Deposits into your account from other banks are processed after midnight each working day, and will therefore not be in your account in time to fund a planned payment due today.

What happens if I don't have enough money in my account on a planned payment date?

If there are insufficient available funds on the planned payment date to cover your payment, your payment will not be processed.

Can I set up a new automatic payment to start today?

No. Automatic payments can only be set-up to start on the next working day.

What happens if an automatic payment falls due on a weekend or public holiday?

Automatic payments only get processed on working days. So if a payment falls on a non-working day, the payment will be made on the next working day.

Please note: in all cases the term 'working day' refers to normal business days excluding Saturday, Sunday and national public holidays.

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