Heartland Mobile app Common Questions

The app is available for download from both the Apple App Store and Google Play.

The Heartland Mobile app will work on the following Apple iOS and Android devices:

Apple

To find the software version of your device, go to Settings > General > About > Version.

To update your software version, go to Settings > General > Software Update, or connect your device to iTunes and follow the update instructions.

Android

• All Android smartphones and tablets running Android version 5 and above

To check what version of Android your device is running, visit www.whatismyandroidversion.com from your device.

PIN and fingerprint login are available for modern devices that support the latest security standards (hardware-backed encryption). These include iPhone 5S, iPad Air, and iPad Mini 2 and newer, and generally any Android device that has a fingerprint reader. Note that some older Android devices that have a fingerprint reader are not supported.

To check if your device is supported log in to the app, open the menu at the top left, choose Settings, and look for PIN Login, Fingerprint Login, or Touch ID.

The Heartland Mobile app is a fast and simple way to manage your term deposits, Call, PIE, and savings accounts. Benefits include:

• View your term deposits, Call, PIE, and savings account balances and transaction history
• Open new term deposit, Call and savings accounts
• Transfer money from your Call account to your nominated account
• Decide what happens with your term deposits when they mature
• Contact us at any time via secure messaging

There are a number of measures in place to help keep your account and data secure.

• Sensitive data travelling across the internet between your device and our systems is encrypted
• No sensitive information is stored on your device
• We will lock your account automatically if the incorrect password is entered too many times
• The app will time-out if it is left running with no activity
• We use multiple layers of gateways, firewalls, and intrusion prevention devices according to industry best practice
• We conduct security assessments of our app and supporting infrastructure to ensure that potential vulnerabilities are identified and addressed. These assessments are carried out by a third party that specialises in information security

The Heartland Mobile app will only work when you’re connected to the Internet.

To use the app you'll need to hold a savings or deposit account with Heartland Bank, and be signed up for Internet Banking. If you are not already signed up for Internet Banking, please email us a completed Internet Banking Registration form at [email protected], or contact us on 0800 86 88 84.

If you are not a Heartland Bank customer, you can apply for an account here.

You can log in to the app with the same user ID and password that you use to access Internet Banking.

On supported devices that support the latest security standards, you can set up PIN and Fingerprint login from the Settings menu.

To check if your device is supported log in to the app, open the menu at the top left, choose Settings, and look for PIN Login, Fingerprint Login, or Touch ID.

PIN and fingerprint login are available for modern devices that support the latest security standards (hardware-backed encryption). These include iPhone 5S, iPad Air, and iPad Mini 2 and newer, and generally any Android device that has a fingerprint reader. Note that some older Android devices that have a fingerprint reader are not supported.

To check if your device is supported log in to the app, open the menu at the top left, choose Settings, and look for PIN Login, Fingerprint Login, or Touch ID.

If you forget your password or your User ID, please call us on 0800 86 88 84 (8am to 5pm Monday to Friday). We’ll need to ask you a few questions to verify your identity before confirming your User ID or resetting your password.

Just like Internet Banking, your account will be locked if your password is entered incorrectly too many times. This is a precaution to help prevent unauthorised access.

If you’re locked out, simply call us on 0800 86 88 84 (8am to 5pm Monday to Friday). We’ll need to ask you a few questions to confirm your identity before resetting your password.

To use the app you'll need to hold a savings or deposit account with Heartland Bank, and be signed up for Internet Banking. If you are not already signed up for Internet Banking, please email us a completed Internet Banking Registration form at [email protected], or contact us on 0800 86 88 84.

If you are not a Heartland Bank customer, you can apply for an account here.

You can see any of your term deposits, Direct Call, Business Call, Heartland Saver and Heartland Savings Optimiser accounts.

Transfers to Heartland accounts are processed immediately. Payments to other banks that are made before 7pm are processed that night while payments made after 7pm are processed the next business day (Monday to Friday, not including public holidays).

All payments made after 7pm on Friday are processed on Monday night.

The cut-off time for transactions is 7pm on business days. Mobile app transactions completed before 7pm on business days are processed that night, while transactions made after 7pm will be processed the next business day.

Payments to other Heartland accounts will be processed immediately between the hours of 8am and 8pm.

You have the option to add a reference on your transaction for your own benefit. The field is optional. For example you may wish to add a reference to identify where the payment is going or what it’s for.

Select your Savings Optimiser account from your list of accounts. You’ll then see a button at the bottom for you to Give Notice. This will send a message to our team to set your account to pay your funds out to you at the completion of the notice period.

You can manage your term deposits with the Reinvest function if they are maturing in the next 10 days.

You can change your term deposit maturity instructions within the 10 days up to and including its end date. You can view all information about your term deposit, including the end date, by clicking on the account in the Account page.

You can check if you are able to change your term deposit by visiting the Accounts page or through Reinvest on the toolbar. If a term deposit is maturing in the next 10 days, there will be a notice displayed on the account noting how many days until maturity. Tapping the account will then take you to your reinvestment options.

You have the ability to change what you want to do with your term deposits when they are about to end. You can change your settings as many times as you want within the 10 day period up to and including the end date.

You can change your term deposit maturity instructions within the 10 days up to and including its end date. If you would like to change it after the end date, you can send us a request over secure message in the app, and we will respond within two business days (Monday to Friday, not including public holidays). Alternatively you can call us on 0800 86 88 84 (8am to 5:30pm Monday to Friday).

The app allows you to choose our standard and special offer term deposit rates. If you have negotiated a different rate with us this will not appear in the app and you will need to contact us directly on 0800 86 88 84 (8am to 5:30pm Monday to Friday) to discuss your options.

Money Out allows you to transfer money from a Direct Call or Business Call account to your nominated account.

A nominated account is the account that you have selected to make payments into from a Call account. It can be an internal Heartland account or an external account with another bank.

To change your nominated account please send us a secure message from the app, or call us on 0800 86 88 84 (8am to 5:30pm Monday to Friday). We’ll need to ask you a few questions to confirm your identity before changing your nominated account, and we may ask you to verify this account.

Currently the app enables you to pay money from a Call account only, into its nominated account. We are working on including transfers between internal accounts as feature in a later version.

You can open a term deposit, Direct Call, Business Call, Heartland Saver and Heartland Savings Optimiser account in the app. More information about these products is available on our Savings and Deposits page.

You can open a Direct Call, Business Call, Heartland Saver and Heartland Savings Optimiser with a $0 balance, and pay money in from another account later.

For a term deposit the minimum balance is $1,000, which will need to be available in an internal account. You can either set up another Heartland account to deposit the funds into and then open your term deposit, or call us on 0800 86 88 84 (8am to 5:30pm Monday to Friday) and we can arrange an external transfer for you.

At present you can only fund a new account from another Heartland account.

Please send us a secure message or call us on 0800 86 88 84 (8am to 5:30pm Monday to Friday).

You can access your secure message inbox by tapping the message icon at the top right corner of the app , or through menu at the top left

You will see a red notification icon with the number of unread messages when you log in . Tap the icon to view your messages.

Our team will respond to your message with two business days (Monday to Friday, not including public holidays).

One of our team of investment experts will respond to your message.

Dual authorisation means your accounts are set up to have another person(s) approve a money out request. This applies when you request a payment to your nominated account from your Call account. These requests will need to be authorised by the other required signatories through Internet Banking before a money out request can be processed. See our Internet Banking - Authorising Payments for more information.

If you have more than one minimum signatory on a term deposit account, you will not be able to change the reinvestment details in the app. Instead, send us a request via secure messaging, and we will confirm with the other signatories that they approve your request before processing it.

At present you are unable to change your personal details via the app. However, you can send us a secure message and we will do this for you.

You cannot view or set account nicknames in the current version of the app. This may change in a future version.

We’d love to hear your feedback on this app, including any features you’d like to see in future. Please send us your thoughts at [email protected].