Security and fraud

• When accessing our website, type heartlandbank.com.au into your browser, rather than a link from within an email, SMS, or a pop-up window.

• If you receive a call from us and suspect that it’s not genuine, hang up and call us back on 1300 221 479.

• Don’t click on links within text messages – we’ll never send you a text message with a link in it.

• If we send you a one-time-password (OTP), don’t share it with anyone – we’ll never ask you to share it with us.  

• If we send you correspondence that doesn’t align to the accounts or services you hold with us, or you’re unsure of its validity, verify it by calling us on 1300 221 479.

• Don’t reply to unsolicited emails or phone calls offering you investment advice or other services.

• Be careful when providing personal information on websites. These can be used by scammers to collect your information.

Don’t share your passwords, PINs, passcodes with anybody – even us.

• Only install apps from the official app store specific to your mobile device, such as the Apple App Store or Google Play. Never download an app from a link in an email or SMS.

• Avoid using a public network or computer. If you must, don’t save your password and always logout when you’re finished.

To ensure your device and browser supports the latest security features, keep them up to date with the latest software version.

Be careful of what you share on social media. Scammers use this information, including what they see in your pictures, to help them compromise your accounts, commit identity theft, and online fraud.

Install up-to-date anti-virus software on your devices to help detect and prevent online attacks.

• Make your online password, passcodes, and PINs hard to guess and never share them with anyone. Don't choose one that includes:
   • your birthday
   • a recognisable part of your name
   • the same four or consecutive letters or numbers.
  If your password, passcodes, or PINs are easily identifiable, you may be liable for unauthorised transactions.

• Be careful with your passwords, passcodes and PINs. Avoid writing them down or recording them in a device and choose different ones for each of your accounts.

• If you think someone else knows your password, passcodes, or PINs, change them immediately. You can do so via Internet Banking or our app.

• You must also let us know immediately if you think your password, passcode or PIN is stolen or known by someone else by calling us on 1300 221 479.

• If the guidelines above are not followed, you may be liable for any unauthorised transactions.

When accessing Internet Banking, always click the logout button before leaving your computer.

• Choose a unique PIN that’s hard to guess and never share this with anyone. Don't choose a PIN that includes:
   • your birthday
   • a recognisable part of your name
   • the same four or consecutive letters or numbers.
  If your PIN is easily identifiable, you may be liable for unauthorised transactions.

• If you’ve misplaced your Visa Debit card, you can place a temporary block on it.
   • Via our app, go to Settings > Cards > Block
   • Via Internet Banking, go to Manage > Card > Block

• If you’ve lost your Visa Debit card, you can request a new one.
   • Via Internet Banking, go to Manage > Card > Replace
   • Via our app, go to Settings > Cards > Replace

• If you believe your PIN has been compromised, you can reset your PIN via Internet Banking or our app.
   • Via Internet Banking, go to Manage > Card > PIN
   • Via our app, go to Settings > Cards > PIN

• If you see transactions on your account that you don’t recognise, place a temporary block on your card through Internet Banking or our app.

• You must also let us know immediately if you think your card has been lost, stolen, or used by someone else by calling us on 1300 221 479 (or 1800 621 199 after hours).

If a loss or liability arises because of your unreasonable delay in notifying us of any actual or potential breach of your PIN, you may be liable for any unauthorised transactions.